Online consultants: test review 7 popular systems. What you get if you throw advertising?
Listen. The market raised another technohelp. Bitcoins, bitcoin mining, artificial intelligence, machine learning, neural networks, chat bots, omnichannel. Minds preoccupied with technology, despite the fact that the vast majority of Russian companies is not even a normal CRM.
What am I doing? When you're a sales Manager in the company “John DOE and Co.” something to sneeze you wanted to go high tech, even if he's working in a big IT company. Want more to sell (as well) get more interest (equal to) earn on a luxury vacation somewhere in Bali (in an ideal to dump in relocation for some time).
Orders to our firm come mostly by phone and e-mail (which also receive applications from our website). After several webinars and travel to the conference to increase Internet sales, I offer guidance tighter to work with chat. Of course, I was met by skepticism — a few years ago, they have put on the website of the online consultant and the special effects were not. As a result, until recently, the site hung free chat version, which even sometimes wrote customers, but online none of the staff has never sat. Almost all managers in the Department resisted this “extra work”, in their opinion, the chat is the fifth wheel in the cart. But I was persistent: after a little over a year ago my place of work was the developer of well-known chat, and I have accumulated a few good case studies of companies that in this way increased sales. I knew that there are no miracles in this, we just need to correctly embed chat into the business processes of the company. But over the years the industry has experienced many changes, which I first feel in order to understand how to work with them.
Especially the testing, I didn't think it through. Started with Bitrix, it did not suit me, and rushed on. In the end, the excitement captured, because they had begun to find interesting details. Didn't want to give themselves “breed”, had to check many, many chat services. Enthusiasm from colleagues, as you may guess, I didn't get (but at least they don't interfere), and the tests took almost 3 months.
List tested by me: Bitrix24, Jivosite, Redhelper, Webconsult, Livetex, Streamwood, Siteheart.
I'll start with Bitrix, because we are very long time used their CRM, including at the time of the test run we were on it (but was preparing to move to its decision). In addition, Bitrix has a built-in chat to communicate with the visitors of the website, and to start with them was perfect, to see what subtleties I should pay attention on.
the
Bitrix24 represent itself as Omni-channel CRM (i.e. CRM, where there are various channels through which the customer may write to the company). To ensure that the omnichannel should “Open lines” chat, call back, social networks and instant messengers. The Bitrix have a free version (interesting for users of CRM, but of little interest to those who are looking for channels to communicate with potential buyers — there gives only 1 channel to choose from). The number of open lines on the test are not restricted (by the way, the test period for 30 days), we, as customers, were given the opportunity to test any channels for free, but we were limited to chat, VKontakte and Facebook (because more and is not necessary).
All channels are connected quickly and easily, although in General logic seemed a little perezarazhenie. It turned out that the managers Bitrix do not know until the end how to configure normal operation of new channels. For example, I was given the wrong instructions for replacing the standard greeting in the chat open lines. Had to find myself.
In the settings autoprihlasenie only one template greetings and the ability to set the timeout delay its appearance. Also, this greeting can be closed to display on certain pages (which I did test conducted on a few key pages of the site with the highest traffic). In principle, for small sites this will be enough, but we encountered problems almost immediately — some pages of our site is very different depth of view (as well as the content itself) and in good, it would be necessary to create a separate invitation for these pages and set a separate time of its appearance. In Bitrix cannot. Ie. the main sales tool died in infancy.
What absolutely cannot be tolerated — constantly breaks and reestablishes the connection (when I use CRM is not so noticeable, but when working with clients, it became critical). In the end, I write and I can't send a message to the client, because it has to wait for restoration of communication. The test showed that client-side the same thing happens.
The history of communication with customers is (also, most of omniconnect), it is saved within the CRM and is downloaded in a huge excel file where the correspondence necessary to read by following links (i.e. not within the CRM to take and fluently, in correspondence to see what has previously communicated with the client). How they imagine the use of such correspondence? I have a customer hanging and waiting for a response, I don't have time to scour all correspondence and to seek out than previously interested in this client. Ie omnichannel CRM CRM was just a chat and a few channels to choose from.
Summary: in fact, it's still a CRM and a tool for scheduling tasks. To communicate with customers and profit it is not well suited. Price, if you have a large team and you want to connect many channels bite, too.
It is catwoe solution combined with CRM. All in one box.
the
Jivosite — the most common on the market a consultant, there is a free version that has long hung on our website. The possibility of it greatly curtailed, so it is strongly should not count, also there is a limit to the number of employees — up to 5 people. In addition, larger companies may be a matter of prestige to use the free tool, which is found on many sites (and “everyone knows that this is one of the cheapest solutions on the market, even in the paid version” — quote from one of my colleagues). Me personally not bothered, as long as the software worked and solved their problems effectively.
Of the benefits — convenient personal account, easy and quick connection of all the necessary channels (tests again, web chat, VKontakte and Facebook). A convenient application of the operator where the accumulated history of responses of the Manager and a list of personal quick answers to typical questions to answer faster (very ill-considered functionality, because the system itself decides what to save — errors considered).
Reports for each dialogue come in the mail (for some it is convenient, but personally, I'm annoying, when the box was littered with these letters: the problem was solved by creating a filter). It's not the most functional and convenient statistics, with dialogue to work inconvenient (I like to view the history of communication in the end of the day and I prefer to do this in the personal Cabinet of the system itself, not in the mail — so I can use filters and quickly assess performance of team members). In addition, it houses the history of communication with customers in just 60 days. Perhaps the latter was critical for us, because the sales cycle in our case can reach six months, loyal customers have not been canceled. Plus the integration with our new CRM, according to estimates, would be technically complex and costly.
Of the minuses — this widget can easily show offline, even if you have 2 operators online (several times I had to check the site performance because we did not come to the application, and mail they were lost and add extra load to work). There are drawbacks with autoprihlasenie — when set to a specific address of page of a particular scenario, the system continued to show the user the default invitation (tech support has tried to solve this case, but in the end everything is bad). In General it should be noted that the settings of the script very much, it has almost all the options of fishing the client, which can be useful in the work (though such a seductive AB-test script doesn't work yet — there are no statistics and understand what the script in the end is better, not).
In the settings Jivosite also has a section with omnichannel, where you connect all available channels (including instant messengers and social networks). In the General sense of omniconnect the operator needs to see the previous chat history of the customer with the company (regardless of the channel, where the client has applied). In fact — in the application Deposit Manager will not even see the previous correspondence with the client, who returns to the site on the same day after some time. Moreover, if the client writes to the Manager, the history periodically gets to the operator, but if the operator writes the dialogue always starts with a clean slate. The same applies to the fixation history of the customer in the personal account — the system will not fill up one card of the client (even if it is every time, for example, leaves the same phone number), and will always be to create in the history of different applications and different branches of correspondence. The reality is — you will never know that it is one and the same person (especially in real conditions, when a client comes in and writes in the chat window and need to react quickly). Of course, with social media an even worse story. Through them even notice on the customer do not come every time.
Summary: In General have the impression that the system is unstable. When working in the chat single — deficiencies not as noticeable, but when scaled they become more than obvious. Also if you need necrobia integration with CRM, it is better to look for another solution (in the end it may be cheaper).
It is still one of the cheapest solutions on the market, so go for it, if you are not afraid to lose in sales due to the instability of the software.
the
In Redhelper I once worked, their chat was in my test the third and the first where there were no social networks and instant messengers (can't say that we particularly need, but for purity of experiment it would be nice). But its stability doesn't allow to doubt never. With a simple external design inside has many functions like co-browsing (the ability to see the site through the eyes of the client and to tell him where to look). Still really like the function of displaying a list of site visitors (which can be actively invite to chat — ie you can choose from a list of, say, those who not for the first time on the website or conversion page and send them an offer to help).
As experience shows, in Redhelper this feature is still working fine — if a visitor is online on the website, it shows status “online” to the end of the session, and does not fall off after 10-20 seconds (spoiler: it does Webconsult). Wanting to work with this chat will appreciate the extensive configuration of autoprihlasenie in chat (they can close almost any needs sales). The system still sends the mail beautiful reports with graphs on how well done by the consultants today. The frequency can be adjusted.
Also here actively encourage you to connect and call back (there is a free version, is installed by default on the website along with chat, and remove it without contacting the support, or without paying the appropriate fare). In the basic task it was not, so to test its integration with a business process, we did not. In addition, statistics on the chat and return phone call you need to look in two different tabs, personal account, which is not always convenient.
Did not like that the test period lasts only 5 days (lifehack — through the Manager, it can significantly extend). The appearance of the app operator and the personal account is rather sparse, the settings of only the most basic. A good mobile application of the operator. The fares on the system not the lowest for access to the API required for integration with CRM, will have to pay about RUB 1850 for each operator.
Summary: are a good option for small businesses that need active sales and does not require any inclusion of chat in other processes of the company — don't need history, for example, and need only basic statistics on the work of managers). The rate may not be as high, if to wait at the end of each month I get emails with discounts, free version chat for business is not here.
the
These guys hooked me in advertising. Webconsult I liked the design of their widgets, in addition, it is very different from anything now on the market. Also, in addition to a chat and callback service you can use the module with contact information where you can make office location, telephone numbers, etc. However, some special wave of conversations from customers with this widget I didn't notice, quite the contrary.
The application of the operator comfortable, like Deposit or Liftex, and can operate directly from the browser and installed on the desktop. If the correspondence process, the client needs to step away from your computer, it can keep texting from your mobile (just the QR code). Not like here setting autoprihlasenie — the appearance of script is possible only by address of the page and set only the total latency before the appearance (as in Bitrix). The visitor list generally works very flawed — if the user does not move the mouse for 20-30 seconds, it disappears from the operator from the list (and there again only after page refresh). I wrote it in less fat.
I also want to pay attention to the billing — there is a heavily stripped-down free the rate for each additional site (if you have several), disk space and storage period for correspondence will have to pay separately (for correspondence with mobile, too). Integration with our CRM sounded just unreal amount and a space period that immediately lowered all the enthusiasm to zero.
Summary: tools, to my taste, beautiful, but the same Reghelper better cope with basic tasks in business. Plus for the money it is better to take Livex (he's the next in our test, I'll explain why).
the
Livetex I, too, have long been know as a personal experience, and webinars, but I was confused about the price and method of formation of tariffs (it is not clear what to pay). After registration, almost immediately called the Manager constantly came (and still come) are fairly sensible mails with training materials. Actually, this was useful, as not all settings are intuitive (there is a more difficult issue than Geosite). There's a bunch of channels for communication: classics (chat, call, offline application), social networks, instant messengers, email and even chat in the mobile app (if you have it, customers will be able to write to you directly from the app). I just needed a chat application, but the test channels is not limited, so I checked back and work with VKontakte and Facebook.
The results of the test system: the application of the operator (but no mobile apps, the question “Why?” the answer is that “customer service is needed it is difficult to provide mobile and on the run”), in a private office sometimes you have to dig deeper to find the desired setting, but fairly quickly. In addition, there is always a Manager or technical support that will Orient.
Here I want to highlight the detailed analysis on the work of managers that I met on the tests — analyzes any indicators since the working time of the operator to the fact of how many messages are coming on each channel, set up all kinds of filters to generate the desired reports for any period and with any indicators (however, records of the mail cannot be sent, only export function). On such statistics it is easy to develop a motivation for managers (a note to the heads of sales departments) to ensure customers answered clearly, correctly and in the script (as we like). I also appreciated the convenience of working with the history of the dialogue — it is displayed for each customer in the form of chains, it is convenient to read and draw conclusions about how the issue came to the client and how it handled (lacking only the keyword search, but is implemented categorization of requests — these categories are created by the administrator and may be assigned to the operator of each dialogue — for example, it was selling or the issue of the lack of goods in any case).
Also liked the script setup and display statistics on them (how many times the script was shown in a day, you can at least understand the scripts work at all, or not). But we need to recognize that a number of variations of settings for difference scenarios of Givesit more.
I especially want to note the ability of the platform to form a coherent customer's card details (for example, a customer writes from the social network, putting in the text your phone number and the system automatically shows the Manager his previous correspondence from the chat, email, even call orders and it's all “on the fly” directly when a message is received from a client and right in the window operator). However, in the history of the dialogues going on such a merger until the next day (and then updated all the statistics), but in the long term, these capabilities are very impressive. Alas, not implemented the ability to move from chat, say, another channel in the correspondence. For the client it would be convenient.
Integration with CRM here also required the purchase of a more expensive fare, but we were assured that the process of integration is strongly supported by technical support and will not cost any extra money.
Summary: good service with quite high prices, which, however, are justified by the functionality and no additional payments “little things” (chat history is stored indefinitely, for example). A real opportunity to manage the sales process and to monitor managers, the ability to build quality customer service and maintain loyalty.
the
Before I begin to describe the experience of the service, I note an alarming thing — they do not meet the managers on the website and technical support is silent. To any of my query in Streamwood and did not answer. It's weird.
In a strange design (and when the application is loaded the operator at the bottom is hilarious inscription “Potocari”) is a service with a good filling. Here it is stated a good basic functionality, there is a priority allocation of message managers (works, true through time), it is possible to assign a contact name and directly from the application of the operator to transfer to CRM (when integrated), lots of settings for the appearance of widgets (chat, callback). There are interesting marketing opportunities — such as lead form and pop-up placement of shares (but all this is paid separately and in the total result, it is unclear whether very effective).
Of the minuses — the lack of communication with the company and any support for autoprihlasenie — configure only the address of the page, you can also add the delay of the appearance of welcome from the visitor into the site and delay recurrence. The widgets themselves are a very large and obtrusive (the order of the call is revealed on the third page is what really bothers and says “Run!”). I tried to configure two different scenarios on two different pages — when creating the second gave an error, disclosing “Such a scenario already exists”.
Summary: attractive, but not always correctly working, the service with the missing support and the weird design of the widgets (although, maybe someone like the construction theme, for example of wooden architecture style of the exact fit). The price tag is also not the most humane — only chat will have to pay the 800R a month (and if you buy all the modules that they offer the type of auction and the Registrar, it will be more expensive than others).
the
Service Siteheart immediately knocked out of the total number and gave great hope to connect the chat-bot to respond to all standard questions and translate requests to managers only in cases where the bot got stupid and lost — it seems very comfortable. Plus payments through the chat — interesting to all without exception online shopping, a useful thing (by the way, Jivosite is integration with Yandex office). Sleeves rolled up, I decided to turn the brain on full power, set my first chat bot and enjoy life when the “bot works, and I'm resting.”
There it was — I was offered modest instructions for setting up (a couple of leaves from the presentation), examining which I failed to do something more or less adequate. The logic of the answers did not work, I even went for a consultation with our admin, and he called on the help of acquaintances of the developers, but the bot refused to work as it should. When trying to contact tech support for help, I with great difficulty got through to the operator, which in turn is nothing sensible I could not help. It seems that it is better not to rely on the capabilities of neural networks, and to give the opportunity to respond in the chat living people. So, at least the client will not leave immediately from your website and there is hope for the origin of the transaction. If someone works with this system or he set up — please share in the comments, I even wonder how you did it.
Summary: contact only if you are 100% sure you need it. For example, if you chat a lot of standard questions (what conclusion can be drawn only after a year of constant work with this tool). Is inexpensive, but it is necessary to include the cost of your time setting up and support of programmers.
the
As a result I have no 100% favorite. Test had some good options however not all of them came to us in functionality and settings (and in the process the final approval got a few more calls from the General, so the short list is still to shorten). Now we decided to stay at Livetex and test how different our conversion after installing the chat. Why did you choose this service, will write later, to the real numbers show, there is this make sense or is lying to us.
One thing is for sure — none of the services are not telling us the truth in advertising and stage of sale. Somewhere differences appeared huge, almost absent, but definitely need to check these services with passion. I hope my insights are useful to someone and will save time when selecting the service.
Article based on information from habrahabr.ru
What am I doing? When you're a sales Manager in the company “John DOE and Co.” something to sneeze you wanted to go high tech, even if he's working in a big IT company. Want more to sell (as well) get more interest (equal to) earn on a luxury vacation somewhere in Bali (in an ideal to dump in relocation for some time).
Orders to our firm come mostly by phone and e-mail (which also receive applications from our website). After several webinars and travel to the conference to increase Internet sales, I offer guidance tighter to work with chat. Of course, I was met by skepticism — a few years ago, they have put on the website of the online consultant and the special effects were not. As a result, until recently, the site hung free chat version, which even sometimes wrote customers, but online none of the staff has never sat. Almost all managers in the Department resisted this “extra work”, in their opinion, the chat is the fifth wheel in the cart. But I was persistent: after a little over a year ago my place of work was the developer of well-known chat, and I have accumulated a few good case studies of companies that in this way increased sales. I knew that there are no miracles in this, we just need to correctly embed chat into the business processes of the company. But over the years the industry has experienced many changes, which I first feel in order to understand how to work with them.
Especially the testing, I didn't think it through. Started with Bitrix, it did not suit me, and rushed on. In the end, the excitement captured, because they had begun to find interesting details. Didn't want to give themselves “breed”, had to check many, many chat services. Enthusiasm from colleagues, as you may guess, I didn't get (but at least they don't interfere), and the tests took almost 3 months.
List tested by me: Bitrix24, Jivosite, Redhelper, Webconsult, Livetex, Streamwood, Siteheart.
I'll start with Bitrix, because we are very long time used their CRM, including at the time of the test run we were on it (but was preparing to move to its decision). In addition, Bitrix has a built-in chat to communicate with the visitors of the website, and to start with them was perfect, to see what subtleties I should pay attention on.
the
Bitrix24
Bitrix24 represent itself as Omni-channel CRM (i.e. CRM, where there are various channels through which the customer may write to the company). To ensure that the omnichannel should “Open lines” chat, call back, social networks and instant messengers. The Bitrix have a free version (interesting for users of CRM, but of little interest to those who are looking for channels to communicate with potential buyers — there gives only 1 channel to choose from). The number of open lines on the test are not restricted (by the way, the test period for 30 days), we, as customers, were given the opportunity to test any channels for free, but we were limited to chat, VKontakte and Facebook (because more and is not necessary).
All channels are connected quickly and easily, although in General logic seemed a little perezarazhenie. It turned out that the managers Bitrix do not know until the end how to configure normal operation of new channels. For example, I was given the wrong instructions for replacing the standard greeting in the chat open lines. Had to find myself.
In the settings autoprihlasenie only one template greetings and the ability to set the timeout delay its appearance. Also, this greeting can be closed to display on certain pages (which I did test conducted on a few key pages of the site with the highest traffic). In principle, for small sites this will be enough, but we encountered problems almost immediately — some pages of our site is very different depth of view (as well as the content itself) and in good, it would be necessary to create a separate invitation for these pages and set a separate time of its appearance. In Bitrix cannot. Ie. the main sales tool died in infancy.
What absolutely cannot be tolerated — constantly breaks and reestablishes the connection (when I use CRM is not so noticeable, but when working with clients, it became critical). In the end, I write and I can't send a message to the client, because it has to wait for restoration of communication. The test showed that client-side the same thing happens.
The history of communication with customers is (also, most of omniconnect), it is saved within the CRM and is downloaded in a huge excel file where the correspondence necessary to read by following links (i.e. not within the CRM to take and fluently, in correspondence to see what has previously communicated with the client). How they imagine the use of such correspondence? I have a customer hanging and waiting for a response, I don't have time to scour all correspondence and to seek out than previously interested in this client. Ie omnichannel CRM CRM was just a chat and a few channels to choose from.
Summary: in fact, it's still a CRM and a tool for scheduling tasks. To communicate with customers and profit it is not well suited. Price, if you have a large team and you want to connect many channels bite, too.
It is catwoe solution combined with CRM. All in one box.
the
Jivosite
Jivosite — the most common on the market a consultant, there is a free version that has long hung on our website. The possibility of it greatly curtailed, so it is strongly should not count, also there is a limit to the number of employees — up to 5 people. In addition, larger companies may be a matter of prestige to use the free tool, which is found on many sites (and “everyone knows that this is one of the cheapest solutions on the market, even in the paid version” — quote from one of my colleagues). Me personally not bothered, as long as the software worked and solved their problems effectively.
Of the benefits — convenient personal account, easy and quick connection of all the necessary channels (tests again, web chat, VKontakte and Facebook). A convenient application of the operator where the accumulated history of responses of the Manager and a list of personal quick answers to typical questions to answer faster (very ill-considered functionality, because the system itself decides what to save — errors considered).
Reports for each dialogue come in the mail (for some it is convenient, but personally, I'm annoying, when the box was littered with these letters: the problem was solved by creating a filter). It's not the most functional and convenient statistics, with dialogue to work inconvenient (I like to view the history of communication in the end of the day and I prefer to do this in the personal Cabinet of the system itself, not in the mail — so I can use filters and quickly assess performance of team members). In addition, it houses the history of communication with customers in just 60 days. Perhaps the latter was critical for us, because the sales cycle in our case can reach six months, loyal customers have not been canceled. Plus the integration with our new CRM, according to estimates, would be technically complex and costly.
Of the minuses — this widget can easily show offline, even if you have 2 operators online (several times I had to check the site performance because we did not come to the application, and mail they were lost and add extra load to work). There are drawbacks with autoprihlasenie — when set to a specific address of page of a particular scenario, the system continued to show the user the default invitation (tech support has tried to solve this case, but in the end everything is bad). In General it should be noted that the settings of the script very much, it has almost all the options of fishing the client, which can be useful in the work (though such a seductive AB-test script doesn't work yet — there are no statistics and understand what the script in the end is better, not).
In the settings Jivosite also has a section with omnichannel, where you connect all available channels (including instant messengers and social networks). In the General sense of omniconnect the operator needs to see the previous chat history of the customer with the company (regardless of the channel, where the client has applied). In fact — in the application Deposit Manager will not even see the previous correspondence with the client, who returns to the site on the same day after some time. Moreover, if the client writes to the Manager, the history periodically gets to the operator, but if the operator writes the dialogue always starts with a clean slate. The same applies to the fixation history of the customer in the personal account — the system will not fill up one card of the client (even if it is every time, for example, leaves the same phone number), and will always be to create in the history of different applications and different branches of correspondence. The reality is — you will never know that it is one and the same person (especially in real conditions, when a client comes in and writes in the chat window and need to react quickly). Of course, with social media an even worse story. Through them even notice on the customer do not come every time.
Summary: In General have the impression that the system is unstable. When working in the chat single — deficiencies not as noticeable, but when scaled they become more than obvious. Also if you need necrobia integration with CRM, it is better to look for another solution (in the end it may be cheaper).
It is still one of the cheapest solutions on the market, so go for it, if you are not afraid to lose in sales due to the instability of the software.
the
Redhelper
In Redhelper I once worked, their chat was in my test the third and the first where there were no social networks and instant messengers (can't say that we particularly need, but for purity of experiment it would be nice). But its stability doesn't allow to doubt never. With a simple external design inside has many functions like co-browsing (the ability to see the site through the eyes of the client and to tell him where to look). Still really like the function of displaying a list of site visitors (which can be actively invite to chat — ie you can choose from a list of, say, those who not for the first time on the website or conversion page and send them an offer to help).
As experience shows, in Redhelper this feature is still working fine — if a visitor is online on the website, it shows status “online” to the end of the session, and does not fall off after 10-20 seconds (spoiler: it does Webconsult). Wanting to work with this chat will appreciate the extensive configuration of autoprihlasenie in chat (they can close almost any needs sales). The system still sends the mail beautiful reports with graphs on how well done by the consultants today. The frequency can be adjusted.
Also here actively encourage you to connect and call back (there is a free version, is installed by default on the website along with chat, and remove it without contacting the support, or without paying the appropriate fare). In the basic task it was not, so to test its integration with a business process, we did not. In addition, statistics on the chat and return phone call you need to look in two different tabs, personal account, which is not always convenient.
Did not like that the test period lasts only 5 days (lifehack — through the Manager, it can significantly extend). The appearance of the app operator and the personal account is rather sparse, the settings of only the most basic. A good mobile application of the operator. The fares on the system not the lowest for access to the API required for integration with CRM, will have to pay about RUB 1850 for each operator.
Summary: are a good option for small businesses that need active sales and does not require any inclusion of chat in other processes of the company — don't need history, for example, and need only basic statistics on the work of managers). The rate may not be as high, if to wait at the end of each month I get emails with discounts, free version chat for business is not here.
the
Webconsult
These guys hooked me in advertising. Webconsult I liked the design of their widgets, in addition, it is very different from anything now on the market. Also, in addition to a chat and callback service you can use the module with contact information where you can make office location, telephone numbers, etc. However, some special wave of conversations from customers with this widget I didn't notice, quite the contrary.
The application of the operator comfortable, like Deposit or Liftex, and can operate directly from the browser and installed on the desktop. If the correspondence process, the client needs to step away from your computer, it can keep texting from your mobile (just the QR code). Not like here setting autoprihlasenie — the appearance of script is possible only by address of the page and set only the total latency before the appearance (as in Bitrix). The visitor list generally works very flawed — if the user does not move the mouse for 20-30 seconds, it disappears from the operator from the list (and there again only after page refresh). I wrote it in less fat.
I also want to pay attention to the billing — there is a heavily stripped-down free the rate for each additional site (if you have several), disk space and storage period for correspondence will have to pay separately (for correspondence with mobile, too). Integration with our CRM sounded just unreal amount and a space period that immediately lowered all the enthusiasm to zero.
Summary: tools, to my taste, beautiful, but the same Reghelper better cope with basic tasks in business. Plus for the money it is better to take Livex (he's the next in our test, I'll explain why).
the
Livetex
Livetex I, too, have long been know as a personal experience, and webinars, but I was confused about the price and method of formation of tariffs (it is not clear what to pay). After registration, almost immediately called the Manager constantly came (and still come) are fairly sensible mails with training materials. Actually, this was useful, as not all settings are intuitive (there is a more difficult issue than Geosite). There's a bunch of channels for communication: classics (chat, call, offline application), social networks, instant messengers, email and even chat in the mobile app (if you have it, customers will be able to write to you directly from the app). I just needed a chat application, but the test channels is not limited, so I checked back and work with VKontakte and Facebook.
The results of the test system: the application of the operator (but no mobile apps, the question “Why?” the answer is that “customer service is needed it is difficult to provide mobile and on the run”), in a private office sometimes you have to dig deeper to find the desired setting, but fairly quickly. In addition, there is always a Manager or technical support that will Orient.
Here I want to highlight the detailed analysis on the work of managers that I met on the tests — analyzes any indicators since the working time of the operator to the fact of how many messages are coming on each channel, set up all kinds of filters to generate the desired reports for any period and with any indicators (however, records of the mail cannot be sent, only export function). On such statistics it is easy to develop a motivation for managers (a note to the heads of sales departments) to ensure customers answered clearly, correctly and in the script (as we like). I also appreciated the convenience of working with the history of the dialogue — it is displayed for each customer in the form of chains, it is convenient to read and draw conclusions about how the issue came to the client and how it handled (lacking only the keyword search, but is implemented categorization of requests — these categories are created by the administrator and may be assigned to the operator of each dialogue — for example, it was selling or the issue of the lack of goods in any case).
Also liked the script setup and display statistics on them (how many times the script was shown in a day, you can at least understand the scripts work at all, or not). But we need to recognize that a number of variations of settings for difference scenarios of Givesit more.
I especially want to note the ability of the platform to form a coherent customer's card details (for example, a customer writes from the social network, putting in the text your phone number and the system automatically shows the Manager his previous correspondence from the chat, email, even call orders and it's all “on the fly” directly when a message is received from a client and right in the window operator). However, in the history of the dialogues going on such a merger until the next day (and then updated all the statistics), but in the long term, these capabilities are very impressive. Alas, not implemented the ability to move from chat, say, another channel in the correspondence. For the client it would be convenient.
Integration with CRM here also required the purchase of a more expensive fare, but we were assured that the process of integration is strongly supported by technical support and will not cost any extra money.
Summary: good service with quite high prices, which, however, are justified by the functionality and no additional payments “little things” (chat history is stored indefinitely, for example). A real opportunity to manage the sales process and to monitor managers, the ability to build quality customer service and maintain loyalty.
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Streamwood
Before I begin to describe the experience of the service, I note an alarming thing — they do not meet the managers on the website and technical support is silent. To any of my query in Streamwood and did not answer. It's weird.
In a strange design (and when the application is loaded the operator at the bottom is hilarious inscription “Potocari”) is a service with a good filling. Here it is stated a good basic functionality, there is a priority allocation of message managers (works, true through time), it is possible to assign a contact name and directly from the application of the operator to transfer to CRM (when integrated), lots of settings for the appearance of widgets (chat, callback). There are interesting marketing opportunities — such as lead form and pop-up placement of shares (but all this is paid separately and in the total result, it is unclear whether very effective).
Of the minuses — the lack of communication with the company and any support for autoprihlasenie — configure only the address of the page, you can also add the delay of the appearance of welcome from the visitor into the site and delay recurrence. The widgets themselves are a very large and obtrusive (the order of the call is revealed on the third page is what really bothers and says “Run!”). I tried to configure two different scenarios on two different pages — when creating the second gave an error, disclosing “Such a scenario already exists”.
Summary: attractive, but not always correctly working, the service with the missing support and the weird design of the widgets (although, maybe someone like the construction theme, for example of wooden architecture style of the exact fit). The price tag is also not the most humane — only chat will have to pay the 800R a month (and if you buy all the modules that they offer the type of auction and the Registrar, it will be more expensive than others).
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Siteheart
Service Siteheart immediately knocked out of the total number and gave great hope to connect the chat-bot to respond to all standard questions and translate requests to managers only in cases where the bot got stupid and lost — it seems very comfortable. Plus payments through the chat — interesting to all without exception online shopping, a useful thing (by the way, Jivosite is integration with Yandex office). Sleeves rolled up, I decided to turn the brain on full power, set my first chat bot and enjoy life when the “bot works, and I'm resting.”
There it was — I was offered modest instructions for setting up (a couple of leaves from the presentation), examining which I failed to do something more or less adequate. The logic of the answers did not work, I even went for a consultation with our admin, and he called on the help of acquaintances of the developers, but the bot refused to work as it should. When trying to contact tech support for help, I with great difficulty got through to the operator, which in turn is nothing sensible I could not help. It seems that it is better not to rely on the capabilities of neural networks, and to give the opportunity to respond in the chat living people. So, at least the client will not leave immediately from your website and there is hope for the origin of the transaction. If someone works with this system or he set up — please share in the comments, I even wonder how you did it.
Summary: contact only if you are 100% sure you need it. For example, if you chat a lot of standard questions (what conclusion can be drawn only after a year of constant work with this tool). Is inexpensive, but it is necessary to include the cost of your time setting up and support of programmers.
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in conclusion
As a result I have no 100% favorite. Test had some good options however not all of them came to us in functionality and settings (and in the process the final approval got a few more calls from the General, so the short list is still to shorten). Now we decided to stay at Livetex and test how different our conversion after installing the chat. Why did you choose this service, will write later, to the real numbers show, there is this make sense or is lying to us.
One thing is for sure — none of the services are not telling us the truth in advertising and stage of sale. Somewhere differences appeared huge, almost absent, but definitely need to check these services with passion. I hope my insights are useful to someone and will save time when selecting the service.
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