Sinch Engage

Simplify communications with your customers

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

Puntos a favor:

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

Contras:

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.

Easy to use product with excellent Account Management

Puntos a favor:

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.

Contras:

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!

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

Comentarios: [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.

Puntos a favor:

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.

Contras:

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.

Excellent to manage customers

Puntos a favor:

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.

Contras:

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.

Messenging for support guests it's easier now

Puntos a favor:

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-

Contras:

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 (?)