Sinch Engage

Justo lo que buscabamos

Puntos a favor:

Es la herramienta que buscábamos para organizar y gestionar mejor nuestras comunicaciones externas. Desde el principio vimos su potencial y nos facilitaron la implementación con ayuda continua.

Puntos en contra:

Quizás es un poco complicada la parte de META, pero con la ayuda del equipo de SINCH, pudimos solventar los problemas que tuvimos para dar de alta los números de los proyectos.

Sinch una gran ayuda en la gestión de nuestros clientes

Puntos a favor:

Nos ha ayudado mucho a centrar nuestra comunicación en un solo canal y optimizar nuestro servicio de atención al cliente

Puntos en contra:

Por el momento algunos errores puntuales que rápidamente ha solucionado el equipo técnico por lo que ningún aspecto a destacar

Messenger is a must have for any online store

Comentarios: Messenger is a no brainer - a must have for any online store

Puntos a favor:

Easy to set up, implement, and use as everyone already uses messenger in their personal lives, both clients and employees.

Puntos en contra:

In our region not all features are available.

One software for all

Comentarios: It gives us ease of access because not only we can monitor different channels but it only generates the statistics of the content and inquiry of all the client. Where we got to know the most asked questions. Also chatbot, chatblock, and MIA does almost majority of our work when it comes to answering inquiries.

Puntos a favor:

The best feature for me is the access to almost all of the messaging apps. We can't deny how big the messaging industry is now especially when pandemic arises, it is the only way to communicate for some, but the more apps/softwares produced the more struggle for the companies communication team because in order for us to stay updated and connected to clients we have to be accessible in all the messaging apps in the market. In Messenger Communication it gives us ease of access to all of these different messaging platform. One click and we can now view, reply, add chatbots to all of our platform.

Puntos en contra:

Nothing much, maybe the pricing because it's expensive but I think the features answers it all.

Great platform but not simple to set up/use - lacks Telegram employees/customer service

Comentarios: [SENSITIVE CONTENT] Our contact at Messengerpeople, is lovely, and the platform itself is fine, although it is not the easiest to set up and optimise. It is a low COS% channel for us to use in CRM, however some instruction / contact would be hugely appreciated in terms of set up process and optimisation. Also a lot of the videos/instructions are in German.

Puntos a favor:

The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.

Puntos en contra:

Telegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein. We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.

customer communication software

Puntos a favor:

Messenger communication platform is a software i used to get in touch with leads. the chat place is very easy to use.

Puntos en contra:

this software needs to but promoted everywhere , and expecially in africa

Simplify communications with your customers

Comentarios: Before using Messenger, we accessed our clients' messages from different applications, but in this way we have managed to unify communications and save time.

Puntos a favor:

It allows you to unify customer communications across different platforms in a single application. This saves time and customer service is more effective.

Puntos en contra:

At the moment we have not had any problems with the application. We are going to start using automatic chat but we have had previous unsatisfying experiences with this method of communication.

Free communication app

Puntos a favor:

I love it. It is free to use for communication around the world. I us it for communicate with my family members abroad and also with my world related

Puntos en contra:

No cons at all in my opinion. I love this app for free use

Good for musicians

Puntos a favor:

Able to connect to Facebook users and sms messages

Puntos en contra:

Some security issues but good overall highly recommended

Flexible service

Puntos a favor:

Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)

Puntos en contra:

Not user-friendly and limited analytics-wide

Simply an awesome product

Comentarios: I find messenger the simplest form of communication that connects people and businesses globally.

Puntos a favor:

I like the fact that the product is fast, quick, and easy to use. It also has features anyone can use however the little knowledge they have.

Puntos en contra:

It does not enable one to attach/share files. well I am hoping this has changed though

Messenger Communication Platform, a good alternative to traditional messenger networks

Comentarios: Overall, still good experience considering the low cost of use.

Puntos a favor:

It combines different platforms in once, no need to have several of them we can just communicate with other partners easily and using the same software, it is very convenient.

Puntos en contra:

Customer service is lacking, could improve that with more investment in customer service labor costs.

Versatile e ottima assistenza clienti

Comentarios: Molto positiva, in particolare per il supporto che non manca mai ed è sempre tempestivo. La piattaforma è versatile ed è semplice iniziare ad utilizzarla dopo una breve formazione.

Puntos a favor:

Si integra bene ed ha diverse funzionalità che riescono a dare spazio alla creatività sulla strategia di contatto su questo canale. Utile la gestione dei ticket con assegnazione e con classificazione delle priorità da parte di operatori e operatrici.

Puntos en contra:

In alcuni casi, non poter vedere immediatamente lo storico precedente all'ultima discussione chiusa può essere un limite.

Easy to use product with excellent Account Management

Puntos a favor:

Ease of use - extremely 'clean' user interface. This is important for our users as they are on multiple platforms through out their work day and while they are tackling world problems, when the system we provide is easy to use, it reduces from their workload. The software is fast too, unlike other programs I have worked on. The ability to set up chatbots per our need is good too. And lastly the most important - our Account Manager has been BRILLIANT! [SENSITIVE CONTENT] is always so empathetic, understanding, prompt, proactive and very kind... she is professionally friendly and really knows how to diffuse a situation and works from a space of wanting to help - which I greatly appreciate.

Puntos en contra:

Agents being available on multiple channels - currently there is a glitch with this and I have been talking to the AM about this. This is a needed feature and can easily be a dealbreaker. Though the IT team mentioned this is not a feature yet and this will need to be developed, I can see this some times works and some times doesn't. Therefore there is a glitch in the system. The second is about the chat bot building. For someone who doesnt have technical background, the self-help chatbot guides are dry, boring and seem complicated. If there could be short videos on this, it would be very helpful!

My messenger

Comentarios: My overall experience with messenger have been mostly good experiences and would recommend it to others

Puntos a favor:

What I like most about messenger is being able to make calls and I can choose to see the other person as well

Puntos en contra:

The feature I like the least is sometimes it won't let me answer a call not sure if that's because of my wifi or what

Ok but needs several improvements

Puntos a favor:

The software is easy to use and intuitive, you can export convos in pdf

Puntos en contra:

-Not very user-live chat friendly - When you write the message and then change chat without sending it, the message disappears (very annoying) -When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong person) -The layout is not great and when you receive a new message there should be a sound that alerts you, especially if you are on a different tab, checking some data to answer the inquiry - there should be the possibility to add a note and see it when you open the ticket on the specific customer, without needing to scrolling down on "internal notes" - it's time consuming to reopen the chat and reassign it everytime you want to assign it to yourself - chats should be separate and a chat from the 28th february should be merged with a chat from the 1st march, for example --> improve layout

Messenging for support guests it's easier now

Puntos a favor:

With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-

Puntos en contra:

A back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)

Excellent to manage customers

Puntos a favor:

It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.

Puntos en contra:

Not always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.

Great user follow-up and ticket management

Puntos a favor:

The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats. Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.

Puntos en contra:

Although the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.

Feedback

Comentarios: In general it is a good experience, the product is good and all my team use it daily

Puntos a favor:

The product is easy to use, I like the most the fact that it is so quick, efficient and compact

Puntos en contra:

The fact that every user could put a nickname makes the job harder, it is not easy to find a person by his nickname.

Excellent product for customer service

Comentarios: Excellent

Puntos a favor:

user friendly, responsive, fast and efficient

Puntos en contra:

I like everything about messenger people

In general Messenger is quite useful tool

Comentarios: We communicate via messenger with the courriers who work for our company. It is an instant and quick communication. We also use the posibility to send pictures and sound files by Messenger.

Puntos a favor:

It is easy to use. It gives a signal when a message arrives, which is perfect. The visibility of the messages is good.

Puntos en contra:

To be honest I absolutely hate that the programme logs out every 15 min. It is really annoying to check every ten minutes if I am still loged in. Many times I missed a messages because of that or I read them with delay.

Messanger Communication Platform personal review

Comentarios: It is okay, sometimes still very slow and shows crashes from time to time, but it is useful

Puntos a favor:

I like the opportunity to view tickets from a offline perspective and also being able to read chats of other agents without the need of re-assign

Puntos en contra:

i don't like how chats add up, one after the other horizontally. If at times lots of chats come in at the same time, they are not visible and just disappear once at the scrolling element of the browser page. Maybe changing the way they enter or the location of the list would help

É um aplicativo pesado, lento e as vezes complicado de usar no entanto seguro.

Comentarios: Eu uso a plataforma messenger para vender roupas, sapatos entre outos produtos. Porém sinto muita falta de puder fazer uma chamada em grupo com os meus/minhas clientes sem gastar muita mega de internet.

Puntos a favor:

Me dá acesso à venda dos meus produtos, por que tem muitas pessoas que usam o palicativo.

Puntos en contra:

É um aplicativo que exige muita carga de rede wi-fi, não é económico e também precisa ser atualizado.

Really Good App

Puntos a favor:

How easy is to communicate with the clients and how important is to have our CRM updated

Puntos en contra:

That sometimes suddenly stops working and you have to refresh the website many times in order to work in a smooth way.