Sinch Engage

Vorteile

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

Nachteile

In our region not all features are available.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

Able to connect to Facebook users and sms messages

Nachteile

Some security issues but good overall highly recommended

Vorteile

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

Nachteile

Not user-friendly and limited analytics-wide

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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!

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

-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

Vorteile

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-

Nachteile

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 (?)

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

user friendly, responsive, fast and efficient

Nachteile

I like everything about messenger people

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

You can create multiple groups all at the same time. Have multiple conversations going. You can also change your status interchangeable available/ in-available etc..

Nachteile

Grousing are not well organized.. easy to mix up groups unless this has changed. No ability to attach / share files unless this has cashed.

Vorteile

You can organize well your work, and it's easy to use it

Nachteile

In the last year the software had some crashes and bug

Vorteile

I like that this software it’s easy to use, and up to date

Nachteile

I’m still experimenting using this software so at this moment I can’t say what I liked the least.

Vorteile

Provides alternative ways of staying in touch with your consumers.

Nachteile

Depending on the platform used to integrate with (Telegram, Viber), some features are missing, such as voting buttons, polls etc.

Vorteile

The Messenger Communication Platform is really easy to use and has transformed our customer service offering. Not only are we now able to provide answers to user questions 24/7 through the automated response system, but we are also able to offer personalised communications with our support team with the live chat function, all using WhatsApp. So far the feedback has been amazing.

Nachteile

The analytics could be a lot better. We are currently having to do a lot of manual work gathering meaningful metrics. The pros far outweigh the cons though.

Vorteile

i really like the graphic part and the welcome part

Nachteile

missing the "typing" part in the live chat

Vorteile

It is easy to approach despite the complexity of the software. From the use of the one to one chat to the creation of the chatbot the paths are almost guided. The processes are easy to understand and apply. The integration with WhatsApp is just perfect.

Nachteile

No negative notes. At the moment I have no requests for future developments

Vorteile

Il bot, che utilizziamo come primo filtro e per indirizzare i ticket al giusto dipartimento; la facilità di utilizzo

Nachteile

Alcune funzioni secondarie sono in fase di implementazione

Vorteile

This application helps facilitate communication between individuals at the personal and work levels

Nachteile

It has no flaws, it is an excellent application

Vorteile

Great product. Easy to use and analyse all in one platform

Nachteile

Customer support isnt the best - still a couple of questions outstanding.

Vorteile

- easy to use
- very quick implementations
- very modern
- very fast for customers to react

Nachteile

- there is nearly no point that we don't like; sometimes there are some bugs which will be fixed within hours

Vorteile

The chatbot and it implementation. As the whole platform once you understand how to set up the chatbot it's easy to maintain and there is no need to have tech dev involved in it.

Nachteile

The report section still to be improved. There are no metrics related to agents but only to the whole team. If you want/need metrics agent base, you need to use the API

Vorteile

Very user friendly and quick to learn. Useful in completing all necessary day to day tasks.

Nachteile

The site looks very basic - would like a more polished user interface but that is not detrimental to the usability of the platform.

Vorteile

Ease of connectivity, database control, Ease of communication via Watsapp,

Nachteile

Not Cons, but i think more work can be done on Dashboards

Vorteile

It makes it possible that we can still use whatsapp as a company

Nachteile

The cases, when it's not intuitive, when it's not self explaining and you switch from account to Mia to settings to notify settings and you don't really understand how everything corresponds with each other.

Vorteile

We use this programme for Viber in my region only and except some opt out issues everything works well.

Nachteile

As we use this in certain locale, would be great if we could test it how it looks for new user from the customer side. By that I mean in different country you might see messages in different language and that's where we struggled while testing it as we have UK phone number and use the service in other countries.

Vorteile

Gestione multi-canale e multi-piattaforma, gestione dei ticket

Nachteile

Qualche funzionalità ancora non del tutto implementata

Vorteile

simplicity, customer service, API integration

Nachteile

small bug, tempestivamentally resolute with support operator

Vorteile

The possibility to get in touch with our customers in a fast and immediate way

Nachteile

We had some issues in the previous weeks due to problems in the software but we are supported very efficiently by Samuele Marmo, who has helped us to solve all our problems since the beginning of this project.