Small Needs, Big Help
July 28, 2019

Small Needs, Big Help

Bret Carmichael | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gist

We use Gist to provide support to and deliver communication to owners in our community. It eliminates our reliance on email as a support tool, where fowl-ups could me missed and conversations could get crossed. It also allows us to intake support from Facebook Messenger.
  • Website chat is pretty instantaneous. We can direct users to a resource immediately, or keep the ticket. Gist will deliver communications to the customer's email and their browser.
  • Emails look nice, and you can design your own, if that's your preference. List segmentation is easy with tags.
  • The widgets JavaScript doesn't slow-down page load.
  • You can configure Gist to match your branding.
  • The email editor renders some of the headings in incorrect proportions. H2 looks bigger than H1. When delivered, emails look fine.
  • One account can have multiple projects, but a single identity persists across all projects. So, you can't use different email domains for each project. You need multiple accounts. That's okay, but the iOS app doesn't support multi-account login.
  • I'd like the ability to design my own chat bot avatar.
  • Customers are happier. They're receiving feedback more promptly.
  • We can tell our story. We can tell our users what we've done for them; prove our value.
  • We have records of agreements made and not for when memory fails.
I don't want to name our prior vendor. It'd be throwing shade. They changed their business model. As a non-profit entity, its pricing structure was modified to be far beyond our reach.
Gist is great for tracking custom support, but if you have complex workflows, it's not for you. It's open, pending, and closed; making is less useful for an enterprise help desk. That's just not the functional intent of the product. It's more of a marketing and communications platform.