ProProfs Chat

PROS & CONS

What are the best aspects of this product?

One of the best things about using this tool is that we can personalize a customer’s journey. The tool allows us to monitor customers’ browsing history on our site. This offers a thorough insight into what the customer is looking for and how we can provide support head-on. Also, I love that I can store the incoming leads in Salesforce directly.

What aspects are problematic or could work better?

We don’t have much to complain about. The tool has been working well for us.

What features/services would you like to see in future versions of this product?

It would be great to see more customizations for the chat button, something that is eye-catching.

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

Before onboarding this tool, we found it difficult to get information about a customer’s support history. With ProProfs, our sales and support teams are able to easily access chat transcripts and help a customer with the right sales support.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

We wish we had discovered this software earlier. It has so many features ranging from detailed reports to automation tools like chatbots. But the highlight of ProProfs Chat is the reports and analytics, which allow you to monitor the operator performance and customer ratings.

What aspects are problematic or could work better?

We would like to see more customization options for the chat button to make it look more appealing.

What features/services would you like to see in future versions of this product?

It would be great if the tool offered more chatbot templates.

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

We needed a live chat solution that helped us balance automation and human efforts. With this live chat solution, we can automate routine, repetitive tasks through canned responses, chatbots, and much more. But we can also optimize the performance of live chat operators with the help of detailed reports.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

We wish we had discovered this software earlier. It has so many features ranging from detailed reports to automation tools like chatbots. But the highlight of ProProfs Chat is the reports and analytics, which allow you to monitor the operator performance and customer ratings.

What aspects are problematic or could work better?

We would like to see more customization options for the chat button to make it look more appealing.

What features/services would you like to see in future versions of this product?

It would be great if the tool offered more chatbot templates.

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

We needed a live chat solution that helped us balance automation and human efforts. With this live chat solution, we can automate routine, repetitive tasks through canned responses, chatbots, and much more. But we can also optimize the performance of live chat operators with the help of detailed reports.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

What’s commendable about ProProfs is its ability to bring human support and automation together. The fact that visitors can seamlessly transition from chatbot conversation to that of human interaction is commendable about the product.

What aspects are problematic or could work better?

We want them to add more relevant chatbot templates that reduce the time we spend on creating our own templates.

What features/services would you like to see in future versions of this product?

More chatbot templates for sure. They can also try adding new chat widget themes.

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

We wanted a fine balance between automation and human support. Live chat solutions used prior to this one never had them. With ProProfs, it became a breakthrough for us and helped us resolve this challenge hassle-free.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

My operators don’t have to leave their seats to collaborate over a returning customer. And now during work from home they don’t have to spend hours on doing the same as the tool helps us collaborate through features like operator to operator chat.

What aspects are problematic or could work better?

I don’t find anything problematic with the live chat software yet. It’s pretty smooth and easy to use.

What features/services would you like to see in future versions of this product?

I think I like the product as it is so far. In case I do have a suggestion then I’d update my review.

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

We’ve saved time on internal team collaboration with this tool. And in case you want a live chat that helps you do the same, then this would be my recommendation to you.

Are you a current user of this product?

No