B2Chat Reviews

“valuable tools

Pros

Because of features like the BOT and bulk messaging, things have gotten easier. I felt the feature itself seems competitive and adds real value. Even though the BOT is not that simple to implement, I would still like the metrics section to be more powerful.

Cons

Setting up the BOT does not feel simple to me. Bulk campaigns and templates are not exactly difficult either but they still cannot really be handled without guidance. It should also allow users to view messages when they are replies to an earlier message.

“Dynamic process integration

Pros

It's a very user-friendly product and it fits into our processes without any trouble.

Cons

I think the auditing side could still be improved a bit more especially by taking chat information into account so everything can be unified better.

“Packed features at a better price

Pros

Most of the features you get from other platforms, you get here. But at a much more affordable price.

Cons

At times updates end up causing connection losses with the server while the downtime can last for a significant amount of time.

“Feature-packed tool

Pros

It lets us manage multiple accounts from different platforms by bringing all messaging into a single channel. That gives us much better control and helps us improve response times.

Cons

I'd like the console to show more clearly which channel or social network a conversation is coming from. Since we handle accounts for several brands, it can be hard to tell which one is being used to communicate.

“Impressive chat routing

Pros

The platform actually works fast and connecting everything was really simple.

Cons

It would be even better if WhatsApp calls could be answered directly from the same tool.

“Simple chat routing setup

Pros

Automatic chat assignment and the ability to create departments have been very useful.

Cons

They could improve how quickly they roll out changes and new improvements.

“Applausible usability and compliance

Pros

User experience has been excellent for me. more so when it comes to usability and configuring services or different options. It also complies with data protection law and supports proper management of the company's information assets.

Cons

We do not have any objections regarding its usefulness right now.

“Higher sales and happy customers

Pros

It has helped us support thousands of customers with just a small team of agents which has increased our sales and kept us at a 5-star rating from more than 90% of our customers.

Cons

I think more integrations with other applications will make the work easier for CTM teams.

“Solid service

Pros

It's a fully Colombian company, the pricing feels fair and the service and support have been excellent. The reports are also clear and useful for tracking and measuring the operation.

Cons

The bots come predefined so there isn't an option to build fully custom ones.

“Great whatsapp integration

Pros

It gives us real peace of mind about the interactions our agents have with customers. The API opens up huge integration possibilities for us, we see we now have much better visibility and with B2Chat our agents can work more effectively while our customers communicate with us more efficiently through one of the strongest channels in Latin America...WhatsApp.

Cons

At first, setting up B2Chat with our WhatsApp line can seem a bit challenging but B2Chat's customer support makes the whole process feel simple, fast and successful.

“Friendly platform with detailed reports

Pros

This product has been with us since our Contact Center was first created and it has proven to be a user-friendly platform both in terms of its interface and how it works especially for the agents. It also gives us access to very detailed reports.. that really helps when making decisions to improve our customer service and stay on track with our KPIs.

Cons

It's a software platform that is constantly being improved and updated which means that at times some new developments do not work entirely as expected or still need a bit more refinement to fully match the needs of us as customers.

“Easy rollout and quick launch

Pros

Initial set up was easy and the time to market was excellent.

Cons

I still don't feel fully comfortable with the department setup so I'm not using that feature yet. Because of that, all customers are still going through a single channel.

“Practical multiuser tool

Pros

b2chat has been very practical for what our company needs. It's simple to use, works well for multiple users and includes a lot of useful features even though I don't use every single one of them.

Cons

There are still some missing functions. For example, when a client deletes a message, we still receive the deleted message anyway. The same happens on our side since there's no way for us to delete a message once it has been sent.

“Stable automation for busy teams

Pros

A lot of agents can work at the same time, it supports automation and overall it feels quite stable.

Cons

Getting support is not very straightforward and the right channel to contact for help is not clearly defined.

“Excellent channels and solid servers

Pros

The number of channels you can set up is really impressive, adding users is very straightforward and the server quality has been excellent.

Cons

Because of the country I'm in, the support hours sometimes don't match my schedule but overall everything has been fine.

“Solid multichannel support

Pros

It handles multiple agents and brings together WhatsApp Facebook and Instagram in one place. It also stores a database that can be downloaded whenever needed.

Cons

The audit option isn't very user-friendly because it doesn't filter all the conversations from the same customer together so you end up checking them one by one. It's also not very comfortable to use on mobileand it works much better mainly from a computer.

“Good department management

Pros

Managing departments here is easy, i would say. Messages don't get lost and it's simple to look them up later whenever needed. It's also very convenient to configure the platform when there's a possible user replacement.

Cons

I think there's still room for improvement when it comes to replying to specific messages inside a chat. It would be very useful to have the option many other platforms offer, where you can select any message from the chat history and reply directly to it, whether by text or audio.

“Reliable support and better control

Pros

One of the things I've appreciated most about B2Chat is how much they actually listen to you as a customer and support you as new needs and operational requirements come up. Over time, the platform has clearly improved and added new features that give us stronger oversight of both the agents and the overall operation. Another big plus is that it's user-friendly, not only for the agents but also for the administrative users managing everything behind the scenes.

Cons

Honestly I believe the product is very solid and up to this point it has met all of our needs and requirements.

“Continuous improvement in features

Pros

The software keeps evolving all the time and it's clear they listen to customers and adjust the features in a way that benefits everyone overall.

Cons

The graphical interface could be more visually appealing.

“Hands-on onboarding experience

Pros

Getting started was really straightforward because there was support and guidance available the whole time during onboarding.

Cons

It still doesn't have a mobile app. I'd like to have an app for it