Chatra

PROS & CONS

What are the best aspects of this product?

It's simple to set up and run. We can customize the tools via REST API, which helps a lot to fit the chat conversations into our existing lead pipeline. We get to automate conversations using rules, further adding to our lead campaing a new layer of prospects from those who are curious to those who are ready to engage us.

What aspects are problematic or could work better?

We're looking forward to a chatbot, something most top chat apps have.

What specific problems in your company were solved by this product?

We've plugged in a leaking lead source, that is, our web visitors. Now, we can qualify prospects from cold leads by sorting through the kinds of queries we get. The chat app is useful for campaigns as well as proving customer support.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

An intuitive app even a beginner with no coding skills can master instantly. I was able to onboard the whole team in a day, and from there, this tool has been a ubiquitous part of our day-to-day workflow.

What aspects are problematic or could work better?

There are instances when the app crashes so we have to reset.

What specific problems in your company were solved by this product?

Repetitive questions and recurring issues are now automated, leaving our support reps with more time to focus on unique issues.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

The chat helps us manage multiple queries at once. Our small team works in shifts so even tickets caught in between shifts are smoothly endorsed. The incoming team can quickly get the context of the pending tickets endorsed by the outgoing team. This helps us offer a true 24/7 support service. To the customer, the impression is his concern is being taken care of nonstop.

What aspects are problematic or could work better?

The cost per seat is something that I'm worried about in case we expand to a bigger team.

What specific problems in your company were solved by this product?

It helps us provide round-the-clock customer service wtihout a hitch. Tickets are endorsed smoothly. Customer issues are resolved fast. No more missing tickets. Customers are generally happy.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

The perfect app for companies with a small budget and team. In our case, we're still unable to scale our staff even in the face of a growing number of suscribers. That had put a strain in our ability to respond fast to customer issues in the past. Since we started using the chat tool, we'd seen a huge jump in our response rate.

What aspects are problematic or could work better?

It is sometimes very buggy, disconnecting us without warning.

What specific problems in your company were solved by this product?

With a faster response rate, our customers are happier. We expect this to cut down our attrition rate and abandoned free trials.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

The chat app allows us to open a new communication channel for customers. We're getting a lot of live questions and the app helps to sort these out so that recurring questions are directed to our FAQs while unique ones are forwarded as a ticket to our support agents. The whole automated process makes it easy to handle even volumes of issues every day.

What aspects are problematic or could work better?

Nothing so far.

What specific problems in your company were solved by this product?

The chat has become our central place for customer issues. This is ideal because it's much easier to engage via chat than phone, which takes a lot of time per customer.

Are you a current user of this product?

Yes