ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.
N/A
LiveChat
Score 9.3 out of 10
Mid-Size Companies (51-1,000 employees)
LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them…
ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea
We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
LiveChat has an easy to navigate UI. Most of the tabs you need are on the left and self explanatory.
If the team itself has any issues with the software, there is a small help tab on the bottom right for immediate tech support. Not sure if it is 24/7 but quick response.
There is also a "Reports" tab that makes it easy for the management department to keep track of tickets answered and task to assign.
Price point is a little on the high side, making it difficult for some small businesses to justify.
When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
We had to move away from Intercom as it changed it pricing model and the pricing that it came to us with was out of our budget. LiveChat gave us a better product at a lesser price. Intercom did not provide us with chat support for the plan we were on - at times we had to wait 24 hours for a reply to a query on their chat. Livechat literally has chat support at all times. This really helped me with my Implemetation.
Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.
As I mentioned before, LiveChat can be used to evaluate the quality of the service provided by your employees.
LiveChat can ease the work done by your Customer Care team. In addition, it is very easy and fast to learn how to work with LiveChat, so you would need less time to train your new customer care specialists.
You can have much better customer care service and your clients will be much more satisfied.
