IFS Customer Engagement vs. Zoho SalesIQ

Most of the time, if any issues are faced, IFS representatives address those issue immediately as previous users have also faced them. But when we face a certain issue which is new to the IFS representative, and there is little help available on IFS community, it takes time to resolve.

Incentivized

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

• Have given the flexibility to use different types of communication methods.
• Easy to be able to integrate with other software, mostly it's needed to integrate with ERP products.
• Easy and high capacity on application configuration and personalization to the customer's user's needs.
• Available on cloud.

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

• Screens containing several information fields are hard to visualize because the fields do not have any surrounding borders.
• Some of the reporting functionality could be maybe more modern, but one sees development within IFS Customer Engagement so it probably is a matter of time before any desired changes are made, or worked around.
• IFS Customer Engagement reports are transferable to Excel as data only or with the format selected for pdf reports. Sometimes it becomes too slow.

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

IFS Customer Engagement allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention. IFS Customer Engagement is working throughout the organization in different roles and it is being rolled out to additional countries as part of a replace and enhance strategy.

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's very optimistic for business when it comes to the satisfaction that support is with us for all the times and ultimately it increases the productivity altogether.

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