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Product is great but customer service is beyond terrible.
September 13, 2022

Product is great but customer service is beyond terrible.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with OutboundEngine

I own a real estate company and I used OutboundEngine's ReadyChat product to support live chat on our website to help capture viable leads (which it did greatly). In April of this year I canceled our email campaign service through OutboundEngine. No bad reasons, just wasn't something I felt was worth it to me after 5+ years using it.
  • lead conversion
  • website chat
  • customer service
  • billing
  • working with accounts that use multiple products from outboundEngine
  • Worked great for online chat
  • Online chat lead conversion was great
  • I'm now without my chat service on my website because of their poor customer service and now negatively effected by loss of potential leads
There really aren't a lot of companies out there with good Real Estate Chat solutions.

Do you think OutboundEngine delivers good value for the price?

Not sure

Are you happy with OutboundEngine's feature set?

Yes

Did OutboundEngine live up to sales and marketing promises?

No

Did implementation of OutboundEngine go as expected?

Yes

Would you buy OutboundEngine again?

No

They made a mistake but took no ownership of that mistake and shut my service off without trying to rectify the issue that they created. I will never recommend them to anyone, ever. At this point, I'll never go back to them. Not after they couldn't take ownership of their mistake and blamed me. Absolutely UNACCEPTABLE!

OutboundEngine Feature Ratings

OutboundEngine Support

ABSOLUTE WORST CUSTOMER SERVICE! In April of this year I canceled our email campaign service through OutboundEngine. No bad reasons, just wasn't something I felt was worth it to me after 5+ years using it. Fast forward to today (this week), I decided to get a new web vendor for my Real Estate Brokerage. In doing so, the new vendor needed information from our live online chat service we use, ReadyChat (owned by OutboundEngine). I called their customer support to get the widget code so our new vendor could set it up properly. Mind you, I've also had this service for 5+ years and loved it.... Well, when talking with customer support they kept telling me that I canceled my service in April, which I kept trying to explain I only canceled my email marketing through OutboundEngine, not my ReadyChat service. They actually ARGUED with me! I told them the service was still active on my website, so how was it canceled? Then they immediately shut it off.... obviously there's an issue on their end, not mine... Their customer service then puts the blame back on me, saying I should have known I wasn't being charged. However, that's my finance department, I don't handle that stuff- it would have never come to me that we weren't being charged for OutboundEngine because we canceled OutboundEngine... not ReadyChat! After repeated emails back and forth I had enough. They kept putting the blame on me, which I find extremely offensive, saying I didn't take their calls when I canceled my OutboundEngine service. Why would I? I emailed with them to cancel my OutboundEngine service, they did. I thought all was good. There was NEVER ANY MENTION of ReadyChat. NEVER!