Chat Metrics Reviews

“Outstanding live support toolkit”

Pros

Among live support platforms, this is easily one of the strongest options available and probably offers the widest set of features for live customer support. The interface is simple which makes it easier to build stronger relationships with clients and new leads. It also performs reliably on a consistent basis, stays simple to work with and the support from the Chat Metrics team has been exceptional every time.

Cons

No complaints. It's a big win for any business trying to improve conversions.

“Impressive service”

Pros

Nearly a year in, it has turned out to be much more than a basic live chat tool. For a software business, being able to handle user questions, offer support, schedule meetings and book demos all from one place has been a huge win. It's honestly one of the most impressive services I've used. The variety of integrations you can connect is another big plus. On top of that, the support team has been incredibly friendly and always available whenever we need help or more information.

Cons

On the few occasions I needed to reach out to support, everything was handled and resolved very quickly.

“Supportive team”

Pros

Having this in place gives me real peace of mind because our customers always have someone available to talk to, no matter what time they reach out. It's also very user-friendly and their team has been consistently supportive.

Cons

The biggest challenge is the pricing especially as overall business costs keep rising.

“Responsive support staff”

Pros

The setup was simple and making changes along the way has been just as simple. The team is quick to respond and always helpful when needed. The dashboard is also very user-friendly and easy to navigate.

Cons

There really aren't any major issues with this service. A few minor errors pop up from time to time but nothing serious or overly disruptive.

“Reliable 24/7 chat coverage”

Pros

Using this chat service has been simple for our team. We really appreciate that it's a fully managed 24/7 service so it stays available well beyond normal business hours and helps capture website visitors whenever they have a question or enquiry.

Cons

Nothing to say much here since I'm not familiar enough with the features offered by other chat software to make a fair comparison.

“Boosts sales”

Pros

Picking just one standout benefit is tough but at the highest level, the biggest win with it has been the noticeable increase in sales after we started using it. Having a round-the-clock extension of our sales team handling chats directly on our website has led to more demos being booked, faster answers to quick lead questions and earlier filtering of non-relevant prospects at the top of the funnel.

Cons

I don't have any complaints about this software. The front-end setup and customization were smooth, the backend dashboard is user-friendly, the FAQ and knowledge base they built for the agents are high quality and their ability to grow with us as our business expanded during the COVID pandemic has turned ChatMetrics into an essential part of how we operate.

“Simple live chat”

Pros

It does what we need without a lot of hassle. The setup feels simple and uncomplicated and having the chat handled by real people instead of bots is definitely a benefit.

Cons

The reporting tools are pretty limited and basic. It takes several steps to pull out the information you actually need which can be frustrating. There's also a bit too much delay between customer questions and the responses from the operators. On top of that, the pricing wasn't clearly explained at the beginning and we ran into a few problems during the initial rollout.

“Prompt responses from the team”

Pros

One thing that really stands out is how quickly their support team responds. They also applied our scripts correctly and the integration with our CRM has worked exactly as expected.

Cons

Honestly, there's not much to complain about. Whenever we do notice an issue, it gets fixed right away.

“Uncomplicated setup”

Pros

Getting started was incredibly simple. They handled all the prep work and I basically just had to approve it. After that, it pretty much ran itself and new leads started coming in daily. I was hesitant at first but now I can't imagine operating without it. It brings in most of our new clients every single month, consistently.

Cons

We barely touch the dashboard because there's really no need, bookings come directly into our calendar as leads convert. The only occasional issue happens when we forget to tell them about a special offer so the messaging doesn't get updated right away. Then website visitors start asking about it and the answers aren't accurate until it's corrected a day or two later. That's frustrating but honestly it's more on us for not sharing the update than it is a problem with the software.

“Knowledgeable team that really gets us”

Pros

There are real people behind the service and they actually understand the client's business and how it operates.

Cons

Every feature and benefit has been delivered as expected and there's honestly nothing we've disliked.

“Easy to get in touch with team”

Pros

Getting in touch with the team has been very simple. They put in a lot of effort and are consistently open to feedback which shows in how they keep improving the service.

Cons

At the beginning some staff weren't familiar with typical Australian slang or the flow of certain conversations. Over time, that has been getting better and both the staffing and the overall quality of conversations have improved.

“Provides real-time help to visitors”

Pros

What stands out is how it provides real-time help to visitors on our website and answers their questions right when they need it. If someone needs more details, it automatically sends us an email so we can follow up right away. Their support team has been excellent as well.

Cons

I can't think of anything I dislike about it.