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Examples of the 83,000+ reviews on PeerSpot:

Harrison Bulley - PeerSpot reviewer
Senior Infrastructure Engineer at Net Consulting
Real User
Top 5Leaderboard
Has good scalability, but its reporting features need improvement
Pros and Cons
  • "The solution is stable."
  • "Its features for scheduling and generating reports need improvement."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

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

How are customer service and support?

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.

How was the initial setup?

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

What about the implementation team?

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

What other advice do I have?

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

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Bahati Asher Faith - PeerSpot reviewer
Chief Executive Officer at Appnomu Business Services
Vendor
Top 10Leaderboard
Great live chat capabilities, useful customizations, and helpful social media assistance functionality
Pros and Cons
  • "Having a live chat on our website has helped us a lot to communicate with our customers whenever they need support from us."
  • "Zendesk is expensive for smaller businesses to use."

What is our primary use case?

I use the Zendesk Chat software to provide technical support to our clients on the website. They chat with us about their accounts and transactions. The software is so being used in internal communication with teams as well, and for resolving tickets through emails and through social media since it is so fast and straightforward to use.

The knowledgebase are vital in helping us create professional knowledgebases that guide our clients in terms of how to use our products and services without even making support requests.

How has it helped my organization?

Having a live chat on our website has helped us a lot to communicate with our customers whenever they need support from us. It is helping us to provide technical and sales services. 

Customers can reach us through social media platforms like Twitter, Facebook, WhatsApp, and Instagram and get tickets resolved from one place. The knowledgebase is helping us to provide solution articles to our clients to help them understand how to use our software products and services 

What is most valuable?

The most valuable aspects of the solution include:

Live chat.  The live chat is so easy to customize. You can customize it with fonts, and brand colors, and you can use the logic to hide it for only logged-in users so they are the only ones that can access the live chat.

Hot mapping. Hot mapping is very vital for looking at having a unique URL for your knowledge base. It makes it so easy to add a DNS record and verification. 

Social media. Integrating with social media is pretty cool. You can use it to provide support from one place via different handles.

What needs improvement?

Zendesk is expensive for smaller businesses to use. This may affect the ROI of businesses that do not have a good budget.

Technical support does not provide good support on time as you have to wait for a lot of time for your request to be handled and resolved. 

The software does not provide real-time notifications when the chat is incoming, which makes us miss some communications from clients or delays our response to them.

Incoming chats should be instant.

For how long have I used the solution?

I've used the solution for two years.

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

I have not used a different solution.

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

If you are looking for a solution to help you understand what your clients are looking for on your website, this is a great tool. You can also communicate with clients on live chat and through email without any additional tools or software.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Google
Disclosure: I am a real user, and this review is based on my own experience and opinions.