Customericare Live Chat vs. Zoho SalesIQ

This is being used to make it easier for our sales staff to add leads and follow up with them. Our sales team has found it considerably easier to maintain track of leads generated by this service because of the connectivity with CRM. We wanted to learn more about our customers' habits. This work is made incredibly simple and straightforward to accomplish with SalesIQ. It makes a big difference to chat with and engage with customers at the correct time without being aggressive.

Incentivized

• A fine match for the company needs and incorporation.
• Customers visibility on the platform and their behavior.
• The amount of time spent in a given location.
• It is extremely simple to use, with numerous manuals and instructions on how to apply every company.
• The online chat feature is extremely beneficial to us an organization.

Incentivized

• Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools
• Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products
• Not always the best at identifying similar users across different browsers, devices, etc

Incentivized

The option of the desktop application was a missing feature on both of the previously used tools, including having applications for Windows, Linux, as well as MACOS. Having a separate application for the chat agents from the main CRM application was a key missing feature as it was combined with the complete CRMs tools being used earlier. Website visitors' live and history activity on our website was missing on the tools being used earlier by our Customer Success teams.

Incentivized

• It has significantly reduced the number of phone calls and emails we used to get. Chat is more convenient for our users. It also means we can provide support with fewer agents as a single agent can work on multiple chats (unlike phone support).
• Ability to catch and engage with new users that are potential leads has also improved our overall sales program.
• Letting admin take over chat seamlessly without a transfer lets us provide a better quality support experience to our more important users.

Incentivized