Sinch Engage

Facile ed immediato

Commenti: Il servizio clienti è sempre molto presente e ci ha aiutato a risolvere ogni dubbio

Aspetti positivi:

Il bot, che utilizziamo come primo filtro e per indirizzare i ticket al giusto dipartimento; la facilità di utilizzo

Aspetti negativi:

Alcune funzioni secondarie sono in fase di implementazione

Un'unica console facile e intuitiva

Aspetti positivi:

Gestione multi-canale e multi-piattaforma, gestione dei ticket

Aspetti negativi:

Qualche funzionalità ancora non del tutto implementata

Simplify communications with your customers

Commenti: Before using Messenger, we accessed our clients' messages from different applications, but in this way we have managed to unify communications and save time.

Aspetti positivi:

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

Aspetti negativi:

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.

Messenging for support guests it's easier now

Aspetti positivi:

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-

Aspetti negativi:

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 (?)

Great platform but not simple to set up/use - lacks Telegram employees/customer service

Commenti: [SENSITIVE CONTENT] Our contact at Messengerpeople, is lovely, and the platform itself is fine, although it is not the easiest to set up and optimise. It is a low COS% channel for us to use in CRM, however some instruction / contact would be hugely appreciated in terms of set up process and optimisation. Also a lot of the videos/instructions are in German.

Aspetti positivi:

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.

Aspetti negativi:

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.