3CX Live Chat Reviews

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.

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.

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.

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. 

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. 

We use 3CX Live Chat for customer support. It is one of the touchpoints we have enabled, allowing customers to jump straight into a chat from our in-house order management platform, and via our website. You have some customers who will come in via the website, and those are more sales-related inquiries. We have enabled a live chat channel as one of the support options which allows customers who are using the platform that is struggling, to initiate a support chat with one of the team. After the chat, if the customer felt that you needed additional assistance, you could then, using the 3CX platform, jump from a chat environment into a call and a screen share.

One of the biggest benefits of using 3CX Live Chat in our organization is it just works. It does not require a massive amount of technical know-how in configuring it. The guides produced by 3CX are very clear, and feedback from customers is good. It is convenient and it does what it needs to do, which is fantastic. The solution has been a very good fit-out of the box, and we are very pleased with it.

I set up 3CX for large corporate clients who use it as their main communication platform for all their branches and offices. These corporations generally have a lot of employees. I set up the preset environment for around 500 to 1,000 extensions per client. One of my customers had upwards of around 3,000 extensions.

3CX has a graphical user interface, and this is awesome because I don't have to have an IT person from my company in my customer's environment to set up and configure 3CX for my client. I just train the customer. The graphical user interface helped me a lot because it gave me more time to focus on my business while my customers can do the things that intersect by themselves. 

We use 3CX to answer customer questions through the website or text. Our main published number is attached to the messaging system, so we encourage customers to text the main number. Customers can use that as the main point of contact. There's a button on the website where you can click to chat with a customer service representative or send an SMS to the main number. It all also goes through the 3CX Live Chat service. 

We have a couple of dozen employees using it in some form. That includes everything from frontline customer service to technical people and billing.

3CX Live Chat has improved response times. When customers have issues or questions, you need to get answers quickly and easily. On a phone conversation, you can sometimes get bogged down in a lot of superfluous details. With texting, that doesn't seem to happen as much. You can respond quickly, and one representative can take care of many customers through the messaging app, so you can multiply one person's efforts. So our customers are receiving a much greater level of customer service since we started using the chat option.