Akello J.
Computer Networking, 11-50 employees
“Easy to learn and use”
Pros
The interface is clear and simple so new help desk agents can learn it fast. That cuts down the time to learn and get used to the software and helps the company save both time and resources that would otherwise go into longer training.
Cons
It really only manages basic customer questions well. Once the issues get more complex or advanced, its performance drops and it is not very effective.
Rating Distribution
Ease of use
7
Value for money
8
Customer Support
7
Functionality
8
Natalie H.
Small Business, 11-50 employees
“live chat insights that really help”
Pros
Having this tool in place makes real-time customer support much more manageable and handling chats feels simple. The analytics are especially strong and give useful, detailed insights that help track performance better.
Cons
Customization is fairly limited which can be frustrating at times. I also noticed the system starts to slow down when traffic gets heavy.
Rating Distribution
Ease of use
7
Value for money
6
Customer Support
7
Functionality
6