3CX Live Chat Reviews

My main use case for 3CX Live Chat is customer support, website live chat, and lead generation.

For my customer support and lead generation use, I worked with 3CX Live Chat for customer inquiries in real time, qualifying leads, answering product questions through the chat, and converting customers with my responses. One customer came via 3CX Live Chat, and I found that this customer had bought a product but faced a problem with the payment gateway, where the purchase was not reflecting in our system. We found the issue was due to a hacker having access to our live chat, so we implemented a reverse mechanism where we discovered another individual's IP address. We identified that a colleague's laptop had been hacked, and we stopped the administrative access through our security settings. After stabilizing the payment in the bank, we reverted back to the customer, and everything was resolved in that single interaction.

The best features of 3CX Live Chat rely on real-time live chats, seamless website integrations, visitor tracking, chat routing, offline messaging, file sharing, canned responses, mobile app support, CRM integrations, detailed chat history, team collaboration, and easy integration with the 3CX phone system.

Out of those features, I find real-time responses to customer inquiries to be the most valuable, as it reduces response time, resolves issues quickly, qualifies leads, and improves customer satisfaction. It also helps our team handle multiple conversations simultaneously and makes support more efficient while increasing conversion opportunities.

The features like chat history and seamless integration with the 3CX phone system allow me to switch from chat to voice when needed, keeping all customer conversations organized and providing valuable context for faster and more personalized support.

3CX Live Chat has positively impacted our organization by significantly improving our customer response times, increasing lead conversions, and enhancing overall customer satisfaction. I have reduced the workloads on our support teams by resolving issues faster through real-time conversations, and this central communication system has also improved team collaboration, streamlined workflows, and helps us provide a more consistent professional customer experience.

Customer satisfaction has consistently been good from my end, as I provide both technical and non-technical support. Since implementing 3CX Live Chat, we have seen our average response time decline by around 55%, customer satisfaction increase by approximately 45%, and lead conversations on the website chat improve by about 35%. Our support teams resolve around 60% more inquiries each day without adding staff, leading to faster support, reduced missed opportunities, and a better overall customer experience.

We could improve with better advanced chatbot customization, stronger AI-powered conversations, automatic deep CRM and third-party integration, more detailed analytics and reporting, additional customization options for chats, and improvements to mobile app performance and workflow automation.

Regarding security, it is essential for customer-facing interactions. I would point out the real-time data lag, which is a significant gap, and enhancements in system reporting and live data update metrics are necessary. We also miss deep customer journey insights, along with user interface improvements, mobile widgets, and agent experience enhancements, especially with security and privacy configurations.

On a scale of 1 to 10, I would rate 3CX Live Chat as an 8 because it has excellent control over the PBX license while enabling instant transitions from chat to voice and video calls. The reasons for losing those two points include basic analytics, widget customization options, and limited standalone chat tools compared to its competitors, which have higher market shares. With the right developers, they could excel in this area.

The reason I chose the number eight is not only about analytics or customization but due to reliability bugs and agent workflow frictions, which affect the overall reporting coherence. Reliability and security glitches are significant drawbacks.

I have been using 3CX Live Chat for around seven years.

I have encountered major issues with 3CX Live Chat, especially concerning stabilizing the experience, where we experienced downtime and critical issues during regular usage. Despite any minor troubleshooting required, the platform generally meets my expectations for reliability and consistency.

3CX Live Chat effectively handles increased customer interactions and communication demands without major performance issues, making it easier to expand usage as our organization grows.

Customer support for 3CX Live Chat is completely helpful and responsive. They address any questions or technical issues, and the documentation or community resources provide useful guidance for troubleshooting and configuration.

Previously, we used Zendesk as our communication solution but switched to 3CX Live Chat due to its better integration, cost-efficiency, and robust control over communication channels.

My experience with pricing, setup cost, and licensing for 3CX Live Chat is generally positive. The pricing structure is straightforward, and the licensing models are user-friendly, leading to a smooth deployment overall.

While considering improvements needed for 3CX Live Chat, we do not purchase through the AWS marketplace; we implement it via standard purchasing and deployment processes. One area for improvement includes advanced AI features, deeper analytics, customizable workflows, better dashboard reporting, and enhanced integrations with CRM platforms.

We have seen a positive return on investment with 3CX Live Chat, reducing customer response times and workloads while enhancing team productivity and communication efficiency. We observe faster issue resolution, improved customer engagement, and efficiency gains, reflecting a strong investment for our organization.

My experience with pricing, setup cost, and licensing for 3CX Live Chat is generally positive. The pricing structure is straightforward, and the licensing models are user-friendly, leading to a smooth deployment overall.

Before choosing 3CX Live Chat, we evaluated several other customer communication solutions, including Zendesk Chat, Intercom, and Live Chat, ultimately selecting 3CX Live Chat for its balance of features, reliability, deployment ease, and overall value.

My advice for others considering 3CX Live Chat is to understand their communication requirements and test available features during the setup, plan for integrations with existing systems in advance, and consider this a solid option for organizations looking for reliability, flexibility, and cost efficiency in live chat solutions. I would rate 3CX Live Chat an 8 out of 10.

My main use case for 3CX Live Chat is using it for the company support line.

A quick specific example of how I use 3CX Live Chat for my company support line is that we have a support number in our company's marketing website. We use it for the support line and anyone who calls the support line of this specific company, the call reaches one of the on-call engineers. We answer and respond to the customer's query, and we have automation with the monitoring tool as well. Whenever there is any outage on any website or customer's application, it alerts us on the company's support line and we receive the call on 3CX Live Chat.

Everyone uses 3CX Live Chat for receiving calls from the company's support.

The best features 3CX Live Chat offers include call forwarding to the phone number if the application is not open and allowing the administrator to have primary and secondary on-call engineers so that if the primary misses the call, the secondary receives it after some timeout. These are the two main features I would highlight.

Having those features in 3CX Live Chat has impacted my workflow and response times positively. Before, we had only one engineer online on support, and if the engineer misses the call, the outage time prolongs if it's the outage alert. We applied the feature of primary and secondary engineers on 3CX Live Chat, and many times the second engineer was able to get the call and respond to the issue, reducing the outage of the customer's websites and applications.

I cannot give a specific number as an estimate for how much the outage time was reduced after adding the secondary engineer feature with 3CX Live Chat, but it took many minutes, more than ten minutes, to notice an outage when a single engineer was not able to answer the call. With the secondary engineer, the wake-up time was reduced so that the secondary engineer can start immediately after receiving the call.

3CX Live Chat can be improved, as it is very frustrating that we do not receive the call on the application. Thanks to the offline feature, if the application is offline and we miss a call, after a timeout of approximately five to ten seconds, it forwards the call to the phone number instead. The application being offline is very frustrating, and I think they should implement better features and make regular upgrades to the application.

Regarding needed improvements for 3CX Live Chat, the notification system is also an issue. Most of the time we do not receive notifications and new calls just go into the missed calls history, which leads to a lack of notification, causing us to find many missed calls suddenly when we check the application.

The quality of calls is bad, and we often have to ask customers to move to a meeting on Zoom or Google Meet for clarity.

I have been using 3CX Live Chat for the last two years.

In my experience, 3CX Live Chat is not stable. There are many bugs that have been reported for a long time but remain unresolved.

The scalability of 3CX Live Chat is easy, as adding more engineers is straightforward. They just sign up on 3CX Live Chat account using the company's email, and we set the routing to the new engineer according to our calendar.

I have never needed to reach out to customer support for 3CX Live Chat.

I have not used any other solution before 3CX Live Chat. We just use other monitoring tools such as Site24x7 and Slack messages for integrations to receive messages and not calls.

While I cannot provide specific estimates for the return on investment with 3CX Live Chat, I can say it saved us many customers from being lost due to outages not being notified on time. Using 3CX Live Chat allowed us earlier notification to address customer issues, helping us grow our business and avoid disruptions.

My experience with pricing, setup cost, and licensing for 3CX Live Chat is good, as they are not very expensive. We have an unlimited number of engineers on 3CX Live Chat, so the licensing cost is not high, and we are happy with the pricing.

Before choosing 3CX Live Chat, we did not evaluate other options. We just chose 3CX Live Chat because it was widely used in other brotherly companies.

I am not using the AI capabilities of 3CX Live Chat. We are mainly using it to receive calls, and this feature is not in our subscription as it is not a current need for us.

3CX Live Chat is deployed in our organization as an application. We install it on macOS, we have the Google Chrome extension, and we also use mobile applications. We have not deployed it as software as a service in our cloud.

My advice to others looking into using 3CX Live Chat is to analyze their current issues and compare them with other applications in the market to get the best value for the price. If 3CX Live Chat is the most reliable tool for their business, they can choose it; otherwise, I suggest looking at other competitive tools available.

I would rate 3CX Live Chat overall as five out of ten.

The customers use 3CX for IP telephony and call center activities. Additionally, they use 3CX for service desk activities, including integration with other ITSM products to collect data from customers who need technical support on their platforms.

3CX has proven to be a good solution, particularly due to its integration capabilities with IP telephony and call center activities. It helps to perform the service desk activity with other ITSM products, prompting services by languages and skills, which streamlines the operation within a good price range.

The most valuable features of 3CX include meetings, IVR, and the workflow personalization of the service desk activity.

The reporting and dashboards of 3CX could be improved.

I have been using 3CX Live Chat since 2020, which is approximately four years.

3CX is a very good solution, and it is easy to maintain and use. I appreciate its stability.

3CX has an adaptability rating of eight out of ten. I am satisfied with the scalability of 3CX and do not see a need for significant improvements in this area.

I do not contact technical support as a consultant; it is the customers who contact technical support if they need it.

Positive

The initial setup of 3CX in a cloud environment is very easy. It involves creating internal users, then configuring the external trend, groups, call scenarios, SED missile, and recording necessary announcements.

The pricing of 3CX is around six out of ten. For some customers, the first year may be free of charge, allowing them to try the solution before deciding to implement it.

I'd rate the solution eight out of ten.

We use the solution as our telephone system for work coordination through internal and external messaging.

The solution's most valuable feature is the ability to create call queues. 

The solution's features for scheduling and generating reports need improvement. It fails to provide updated data. We have to connect with third-party tools for reports costing us additional expenses.

The solution is stable.

I rate the solution's scalability an eight out of ten. We have 80-90 executives using it.

We can raise tickets to the solution's technical support team via email. It would be helpful and make communication more accessible if they also provided a phone number to contact.

The solution's initial setup is more straightforward if you understand how networking works. It takes a month and a half to complete.

We implemented the solution with the help of our in-house team.

I rate the solution a six out of ten. I advise others to understand the networking presets as the solution is heavily network-based.

We implement the solution to run a help desk and for internal communication. We do some chat support and have got SMS set up through it.

I sell these systems. I go out, I demo it to the client, and put a quote together for them. After they accept the quote, I design the system along with them, using their input, as well as exports from their old systems. Then I implement the solution, install it, do all of the networking and cabling, train all the end users, and then maintain it on the back end.

The call queue and reporting systems are robust compared to what you have to pay to get the same level of functionality with a competing system. 

From a reseller perspective, the licensing plan is great as you can increase the size of the business without necessarily having to increase the size of the license.

There are a lot of quality of life things that could be improved. When adding extensions, you need to use the extension import setting, you can't just use an import function to update extensions. You have to delete and recreate the extension, which can have all kinds of unintended consequences.

The willingness of customer support to help with issues varies, they seem to have a narrowly defined window of support. 

I have been using the solution for just over five years. 

I would say the solution is essentially as stable as the hardware it's running on. I have carried out 80 plus installs and usually it's network stability that's the issue, not 3CX. Even with that many systems, issues have been very rare.

I could scale the solution to any size. I have no doubts. I can go up to 2,048 simultaneous calls. This may even be 4,096 now, and I could bridge multiple of those together. One of those systems would be sufficient for a company of 10,000 to 20,000 employees. I don't think there's any issue with scalability, once you start bridging systems, you can get as big as you want.
I can maintain 50 to 100 servers by myself with some additional tool set features and some adaptions that we've developed. We also have our regular help desk that will jump in and help with issues. Purely for maintenance, I would say 100 servers would be the limit for how many servers a single person could manage.  

They're great. If it's an issue that they say is covered by their technical support, they are great. I guess the one issue is that there are a number of things with the operating system or hardware where they'll say, "This is outside of our realm of what we'll provide assistance with." Some of it I get, but on other portions when there's an issue that's created specifically by something they did at the operating system level and they're saying, "Well, it's the operating system level. We don't help," even though it's their own image, they should provide support for their image.

We previously used Allworx, and changed proprietary issues. Allworx requires its own hardware, whereas 3CX can be installed on any hardware that meets the minimum requirements. A four BLF button phone, with a 280 by 120 pixel grayscale screen from Allworx costs more than a seven-inch capacitive 800 by 480 pixel touch screen, with 29 BLFs and local seven-way conference calling that I could get for somebody on 3CX. It makes the decision a no-brainer, you get so much more for your money with this solution.  

I'm a 3CX reseller, so I found it pretty straightforward.

3CX sells an annual subscription, but we usually split it out monthly for clients, so they don't see an annual bill for the 3CX licensing, it's just part of their monthly phone bill. As they're paying us for carrier service anyway, we just roll it all together.

Your standard phone service would be an additional cost, you either need to maintain a local carrier with POTS lines or PRI or a SIP, or you have to go with a cloud-based SIP.

I would advise people to do their research and compare other systems out there, because certain systems specialize at certain things. 3CX makes a really good phone system, but there may be certain minor functions and features it doesn't have that would be very useful for your organization. Every organization has different needs, so it's important to select the phone system that fulfills those needs. I would rate this solution a nine out of ten. 

Normally 3CX is used for enterprise telephony, but for some parts of that, we use separate solutions. We use it along with Zendesk, which is a cloud-based CRM. There are some integrated aspects of it we are also using. We are primarily on Zoom. We do conferences sometimes on 3CX but not often. For enterprise, we have Zoom We started using Zoom much earlier than 3CX, so we continued with that. People are pretty comfortable with Zoom. We have four implementations of 3CX. One has around 200 to 300 extensions running on it. There's one with 700 and another one that is not really in use yet.

3CX moved to WebRTC, which was not the case earlier. That has kind of given us some kind of flexibility, especially during these lockdowns. Installation of host-based applications or legacy applications on Windows or macOS was becoming a bit of a challenge. WebRTC runs pretty smoothly on every system, which has helped a lot. It is easier to configure, so there is less room for customization unless we perform very specific things.

3CX is easy to use. It's pretty a much regular PBX system. It is quite easy to configure aspects of it, and it has a good soft client. The 3CX web client recently started using WebRTC. It's not an extensive or call-centric system with very limited reporting and customization capability. Lately, there have been challenges of integration as well, but then, overall, it's a good system. I would not say that it is great for a large BPO system, but it is good for small-scale systems with a couple hundred extensions.

Sometimes we're having some issues where the caller lands into the queue instead of going directly to the extensions, so we're getting a missed call or there might be an issue with IP address level or something. That'll be honest. There are some concerns with respect to that type of integration. Aside from that, the reporting is great. It's a big-time limitation that we see today. We have contracted out to another partner of 3CX to start working on a separate instance of reporting because it is not that flexible. 

The partner that we are working with has quite a bit of experience in 3CX, so we don't have many pain points. Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose. We have got three or four systems running 3CX and they are connected through a bridge. That's where integration becomes a challenge. 

3CX has some other limitations. One of our teams totally stopped using 3CX because couldn't use it to capture the recordings of the conversations they were having with the client and also sync images on HubSpot CRM. 3CX native integration does not make it possible for us to restrict the HubSpot integration to a specific group of extensions. It can only be applied to the entire PBX or it is not applicable at all. On their own, they found another PBX system on the HubSpot marketplace that had native integration with HubSpot and just started using it. That particular system has fewer capabilities than 3CX, but then it has a very nice contemporary interface and it's extremely user-friendly. Also, 3CX no longer offers APIs. In absence of APIs, we can't do a lot of the things we would want to. For example, updating contacts is a limitation for us. 

I'm a system integrator and some clients of mine are using 3CX. So I've been consistently using it for three or four years.

I would say that 3CX is quite stable. I haven't experienced abrupt downtime in the system—not that I can recall. One of the reasons why put it on the cloud was to get out of the local management requirements. 

We hardly go to 3CX for support because our partner itself is quite sufficient to handle any level 3 request unless it is something very specific. For example, we recently came across challenges with a macOS application. And later we were told that 3CX is withdrawing support for applications on macOS. And then I think 95% of our problems are taken care of by our partner. Documentation is not that great. In fact, many of the finer points we want to figure out on our own are not available, so we have to go to the partner. Because they are experienced in handling some things, they come back with the answers or the solution.

I'm talking about the implementation of 3CX because that's what my clients are using. As for myself, I'm a consultant who helps clients, including telecoms, set up their customer experience systems. If we're talking about my own company and my own experience, then 3CX is one of the experiences. I have experience from very old systems to the latest ones.

We have a third-party company, which is basically a partner of 3CX. So they handle any upgrades or upkeep of the hardware and the PCs and all that. The configuration of 3CX and other aspects is not complex. Deployment took three or four days because you start with the fundamentals, then you start adding modules. You should start with the PBX and then you start putting the contacts to it and configuring.  We didn't do anything big time like switching from one existing system to another. 

We have not calculated ROI. I think most of the organization's ROI comes from the things that we are using. Some are a mix of backend management, including security guards. It is not that we are using it for pure processes per se, such as supporting processes for sales or maybe collection. It's not that way. So ROI is different.

The 3CX license it's perpetual, but then you renew it on yearly basis. It's difficult to say if it's priced correctly. The solution that I'm using is purchased by my implementation partner from 3CX. They take 3CX and implement it on the cloud and then charge us. That also includes tech support. To consider it as an individual product of 3CX, I have to go by the limited documentation there we have. The support level is pretty limited for that matter and so are other aspects. So I might not be able to speak directly to that. And from my understanding, the way the licensing scheme is structured is a bit different. It goes like this: If you have eight, you can move from eight to 16. From 16 it goes to 32. From 32 you can only go up to 64, not 40.

I would rate it eight out of 10. If you're considering 3CX you have to look at your ecosystem with an eye toward integration. The other aspect to consider is how extensive you want the reporting to be and whether you want a central admin capability in place. Then, there are real-time reports, which are pretty limited today. And you have to have a basic level of understanding to work on the PBX or anything else. It certainly requires training on the product to understand and determine the product views. Otherwise, it's a simple, plain product that anyone can understand.

I used to have the solution for remote conversations and some phone calls. It especially works for when people are abroad. When I want to contact people from abroad that my phone service company doesn't cover, I can use this product instead.

The solution is basically an online phone. It doesn't charge you anything. You can contact people easier than using normal applications.

A phone call might be interrupted by a signal or something like that. This won’t happen using the solution in question. It has powerful and secure connections.

It’s straightforward to set up.

It actually has some stability problems. It actually lags and sometimes doesn't load. Maybe the system has need to be improved, and maybe a new version for updates or something needs to happen.

Having a video call would be a nice idea. Also, they could offer some more options in terms of text messages to give it more options beyond just phone calls.

I’ve been using the solution for a year to a year and a half.

The solution does have some stability issues. There can be issues with loading.

I'm not really sure about the scalability, to be honest. I’ve never had to scale the product to any great extent.

In our organization, every employee uses it. That’s over 200 people at least.

I’ve never really used support services in the past. My problem was basically that I was using it a lot, so the technical support couldn't actually help in that.

The initial setup is straightforward. It’s not overly complex.

I'm not 100% sure. However, it’s my understanding that there is no cost.

I’m not sure which version of the solution we’re using.

Potential new users should first check whether the device they have is compatible. There have been, for us, loading problems. Those issues may be something from the system, from the processor, or something like that. However, due to those known issues, they should check whether they will have any problem loading it or not.

I’d rate it a seven out of ten. There is much room for improvement, although its capabilities are good.

3CX Live Chat lets me speak with my colleagues and suppliers from anywhere. We have around 20 people using it. Everyone in the accounting department uses 3CX.

I'm working from home, so I can use it on my phone. The suppliers can reach me on the phone, which is convenient since I'm no longer in the office. 

3CX is useful and easy to use. I can talk to my colleagues from anywhere. 

You cannot make a group call on 3CX. That feature would make my life easier because I could talk to two suppliers or a supplier and management together. I wouldn't need to end the call and call another person. 

I've been using 3CX for the past three years.

3CX has been really stable so far. Everything works fine, and I haven't had any issues. 

I rate 3CX support 10 out of 10. I speak with them all the time when i have some technical issues while texting. They always respond quickly, and they're so friendly.

Positive

Setting up 3CX is straightforward. I rate it 10 out of 10 for ease of deployment. The IT department handles this, and there are two techs on the IT team. 

I rate 3CX Live Chat 10 out of 10. It's the best product to use. I'm so happy with it. 3CX is straightforward to use and makes life easier.

We are a 3CX reseller, so we sell it to our customers but also use it in the company. 

The most valuable feature for us is 3CX's VOIP. I use it to make calls, and we use
3CX WebMeeting every morning.  

Some customers want to integrate a CRM solution with 3CX, but it's not compatible.

I've used 3CX for three years.

3CX is a reliable solution. 

We haven't tried to scale up 3CX or add any plugins yet. There are 25 people in my company using 3CX, primarily developers. 

We've had good experiences with 3CX support. 

Installing 3CX is easy and takes no more than 30 minutes. 

We pay for a yearly license, and I'm satisfied with the price. 

I rate 3CX Live Chat nine out of 10. I would recommend it to colleagues and customers. 

We are a third-party logistics provider and we use 3CX for switching in our call center.

3CX has strong reporting and management features. You can manage the capabilities of a call center with queues and timers. It's a complete solution.

I need a robust provider who can help me use Live Chat. Unfortunately, I have to move from one provider to another because they don't have enough capabilities to maintain good service.

I want API support to get information through an API and manage it. There is some integration, but it works by using a URL in another platform, and that's it. For example, I would like to get the lock list of calls from an API. That could be a good idea.

We've been using Live Chat since 2019.

Live Chat works well. I haven't had any problems with the software.

I haven't contacted 3CX support. Of course, our main problem was related to the IP trunks and networks. But I don't remember getting any support from 3CX on those issues.

The setup was easy, but the provider did most of the implementation, so we only had to configure a few things.

I rate 3CX Live Chat eight out of 10. I would maybe go as high as 10 if it had APIs, which are valuable to me. But overall, I would recommend it. If you have a good solution provider, it works beautifully. If not, you will have an enormous problem like we have right now.