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Review of Chat

Shawn Hamp, Esq.

  • Reviews Icon 1 Review
  • Points Icon 10 Points
  • Screenshots Icon 0 Screenshots

Overall Experience
Ease of Use
Customer Service
What does Chat do well?
The chatbot efficiently gathers contact information from website visitors so that our intake staff can follow up with potential clients that contact us using the webchat protocol without a live operator having to staff the web chat feature.
What does Chat not do well?
I think the service might benefit from having a live transfer feature from chatbot to a human operator or user if they are available or want to follow up with a live lead.
What do you wish you had known about Chat before using?
I was not aware of the extent that the chatbot could be customized. Smith.AI did reach out to me a few months into the program to explain and help customize the chatbot feature. Customer service has been excellent and responsive.
Have you used a competitor to Chat? If so, how does it compare?
I have used ZOHO Live chat in the past. Smith.AI chatbot is superior because it does not require a live operator to screen ALL of the potential users that use the online chat service. The chatbot cost-efficiently screens the cases and effectively gathers lead contact information. Chat services with live operators can be costly. By my experience, not a high percentage of webchat users have qualified leads, so the costs of screening them can be expensive with a LIVE chat feature vs. an automated chatbot.