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Matt McGrail - PeerSpot reviewer
Vice President - Customer Service Center Manager at a financial services firm with 51-200 employees
Real User
Top 10Leaderboard
Improved our customer opportunities for business development
Pros and Cons
  • "LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
  • "The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

What is our primary use case?

It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.

How has it helped my organization?

LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience.

What is most valuable?

The daily chat functionality is the most valuable, which is the customer communication piece. They have now rolled out many more features that I can talk about, but the most valuable is the functionality to connect with customers.

LinkLive’s single interface makes it very easy for agents to switch between modes on the fly, share files, co-browse, and schedule a follow-up.

LinkLive's security first approach is excellent.

What needs improvement?

LinkLive provides flexibility to work across multiple channels and business units, and this flexibility is extremely important. However, up until recently, it was not convenient because the camera resided on the laptop but we had VPN on our desktop, which did not have a camera. So, we had to switch between VPN and laptop in order to utilize the chat video.

It doesn't reduce complexities because it is another channel. It is a very effective tool to offer to our customers, but it adds complexity. You need to manage that channel and hold to expectations.

The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two.

I would like a live dashboard. I get reports delivered at month's end, so I really don't see live activity at the moment. I don't get daily reports of chat interactions and chat loss. While this could be available in the new release, i.e., the web-based version, I don't have experience in that.

For how long have I used the solution?

I have been using it for about four years.

What do I think about the stability of the solution?

There is no maintenance. Once it is up and running, it is very stable. The stability is excellent. It hasn't gone down, not that I am aware of. It is very easy to scale LinkLive. 

What do I think about the scalability of the solution?

The scalability is excellent. When we bring on new staff, we have a very simple install process, which includes agent activity and bringing the agent onboard. However, in the future, it would be web-based, which would even eliminate that step. 

How are customer service and support?

The technical support is very valuable when needed, which is not often. It is only generally used with new agent onboarding. I would rate them as eight out of 10.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We didn't use another solution prior to using LinkLive.

How was the initial setup?

We just did the upgrade to video document sharing. 

What about the implementation team?

The actual implementation was easy. They had great support who answered every question and held our hands. Perhaps, if they had said, "Hey, if you use VPN," we may not have been at the 11th hour, "Oh, are we going to make an adjustment?"

What was our ROI?

Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video. The return on investment has been worth it for us because of the improved customer opportunities for business development.

The benefits were quite immediate. It absolutely has resulted in better customer experiences as well as provided more channels for customers to interact and do business the way customers want to do it.

What's my experience with pricing, setup cost, and licensing?

It was introduced shortly before my engagement. Therefore, I don't have details on the pricing.

Which other solutions did I evaluate?

It is a great solution. There are not many competitors out there. 

What other advice do I have?

It was a complex solution that we adapted to quickly.

My advice is just have a bit more communications with the sales team, getting to know the functionality. This advice is for the desktop-based version. Now that it will be web-based, it may eliminate that.

We have adequate agent coverage. Generally, our abandonment rate is very low. Looking at reports at the month's end, we have done a good job and don't lose many chats. This has been more because of manual internal training and efforts, instead of LinkLive.

We have email, Link-Live, and phone for our communication channels, so it doesn't need to be centralized. It can be decentralized as long as we have access.

The browser-based user experience offered by LinkLive was introduced to us about three weeks ago. Therefore, we are still resident on desktops and laptops. The problem is we won't convert because our bank is merging with another bank. For that reason, we probably won't convert, but we are testing it.

I will be doing a presentation on the application, and perhaps the new bank will be interested in continuing with the solution, but that is unknown.

I would rate LinkLive as nine out of 10.

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
Zoho One Developer at a non-tech company with self employed
Real User
A ticketing solution to manage tickets with automation
Pros and Cons
  • "The solution doesn't have any bugs."
  • "As per customer requirements, it may have some limitations."

What is our primary use case?

Zoho Desk is a ticketing software. You have a bunch of customers, and you want to give them support. You can use Zoho Desk for that. They can raise a ticket from the Zoho Desk customer portal if they are having any issues with whatever product or service, you are offering them. They can simply create a ticket, and then you can follow up with the tickets. You can work on the tickets and once you resolve the tickets, you can update the client. The solution is to manage the ticketing system.

What is most valuable?

The important feature is managing support or giving support to your customers. It actually makes it a lot easier because you don't have to worry about it. If you miss something, it has all the data, and issues that your customers are facing in your system. You can actually track them, and your customer can also follow up. You can set up multiple automation if you don't want to miss anything. You can write some custom scripts as well so that, you can actually assist your customer in a better way. You can have multiple agents working on the same tickets. It gives you more flexibility.

What needs improvement?

Zoho Desk is a good product but that depends upon the customer's requirements. We may face some limitations because every customer has different requirements that they want to achieve with the applications.

For how long have I used the solution?

I have been using Zoho Desk for 3-4  years.

What do I think about the stability of the solution?

The solution doesn't have any bugs. As per customer requirements, it may have some limitations.

What do I think about the scalability of the solution?

The solution’s scalability is good.

How was the initial setup?

The initial setup is quite easy to accomplish. However, it varies depending on individual functional requirements or business needs, such as desired implementations and automation preferences. If users require certain automation, like follow-ups with customers, they can set them up without much hassle. However, customization may be necessary, which can take some time. For basic software use, initial setup requires only inputting organization details.

What's my experience with pricing, setup cost, and licensing?

The solution’s pricing depends on the region because Zoho has different plans based on different data centers. They have different data centers at different locations. They have an Indian data center for India and a different center for both Canada and United States.

What other advice do I have?

Overall, I rate the solution a 9 out of 10.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner
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