Sinch Engage

Pros: Messenger communication platform is a software i used to get in touch with leads. the chat place is very easy to use.

Cons: this software needs to but promoted everywhere , and expecially in africa

Pros: What I like most about messenger is being able to make calls and I can choose to see the other person as well

Cons: The feature I like the least is sometimes it won't let me answer a call not sure if that's because of my wifi or what

Pros: It allows you to unify customer communications across different platforms in a single application. This saves time and customer service is more effective.

Cons: At the moment we have not had any problems with the application. We are going to start using automatic chat but we have had previous unsatisfying experiences with this method of communication.

Pros: Easy to set up, implement, and use as everyone already uses messenger in their personal lives, both clients and employees.

Cons: In our region not all features are available.

Pros: i really like the graphic part and the welcome part

Cons: missing the "typing" part in the live chat

Pros: The product is easy to use, I like the most the fact that it is so quick, efficient and compact

Cons: The fact that every user could put a nickname makes the job harder, it is not easy to find a person by his nickname.

Pros: With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-

Cons: A back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)

Pros: We use this programme for Viber in my region only and except some opt out issues everything works well.

Cons: As we use this in certain locale, would be great if we could test it how it looks for new user from the customer side. By that I mean in different country you might see messages in different language and that's where we struggled while testing it as we have UK phone number and use the service in other countries.

Pros: Ease of use - extremely 'clean' user interface. This is important for our users as they are on multiple platforms through out their work day and while they are tackling world problems, when the system we provide is easy to use, it reduces from their workload. The software is fast too, unlike other programs I have worked on. The ability to set up chatbots per our need is good too. And lastly the most important - our Account Manager has been BRILLIANT! [SENSITIVE CONTENT] is always so empathetic, understanding, prompt, proactive and very kind... she is professionally friendly and really knows how to diffuse a situation and works from a space of wanting to help - which I greatly appreciate.

Cons: Agents being available on multiple channels - currently there is a glitch with this and I have been talking to the AM about this. This is a needed feature and can easily be a dealbreaker. Though the IT team mentioned this is not a feature yet and this will need to be developed, I can see this some times works and some times doesn't. Therefore there is a glitch in the system. The second is about the chat bot building. For someone who doesnt have technical background, the self-help chatbot guides are dry, boring and seem complicated. If there could be short videos on this, it would be very helpful!

Pros: Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)

Cons: Not user-friendly and limited analytics-wide

Pros: The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats. Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.

Cons: Although the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.

Pros: I like the opportunity to view tickets from a offline perspective and also being able to read chats of other agents without the need of re-assign

Cons: i don't like how chats add up, one after the other horizontally. If at times lots of chats come in at the same time, they are not visible and just disappear once at the scrolling element of the browser page. Maybe changing the way they enter or the location of the list would help

Pros: Very user friendly and quick to learn. Useful in completing all necessary day to day tasks.

Cons: The site looks very basic - would like a more polished user interface but that is not detrimental to the usability of the platform.

Pros: Ease of connectivity, database control, Ease of communication via Watsapp,

Cons: Not Cons, but i think more work can be done on Dashboards

Pros: The software is easy to use and intuitive, you can export convos in pdf

Cons: -Not very user-live chat friendly - When you write the message and then change chat without sending it, the message disappears (very annoying) -When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong person) -The layout is not great and when you receive a new message there should be a sound that alerts you, especially if you are on a different tab, checking some data to answer the inquiry - there should be the possibility to add a note and see it when you open the ticket on the specific customer, without needing to scrolling down on "internal notes" - it's time consuming to reopen the chat and reassign it everytime you want to assign it to yourself - chats should be separate and a chat from the 28th february should be merged with a chat from the 1st march, for example --> improve layout

Pros: It is easy to use. It gives a signal when a message arrives, which is perfect. The visibility of the messages is good.

Cons: To be honest I absolutely hate that the programme logs out every 15 min. It is really annoying to check every ten minutes if I am still loged in. Many times I missed a messages because of that or I read them with delay.

Pros: user friendly, responsive, fast and efficient

Cons: I like everything about messenger people

Pros: How easy is to communicate with the clients and how important is to have our CRM updated

Cons: That sometimes suddenly stops working and you have to refresh the website many times in order to work in a smooth way.

Pros: The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.

Cons: Telegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein. We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.

Pros: You can organize well your work, and it's easy to use it

Cons: In the last year the software had some crashes and bug

Pros: It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.

Cons: Not always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.

Pros: Provides alternative ways of staying in touch with your consumers.

Cons: Depending on the platform used to integrate with (Telegram, Viber), some features are missing, such as voting buttons, polls etc.