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306 Reviews

- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
The Best Live Chat System!
Reviewed on 20/03/2019
We've used SmartSupp for over a year now and have never thought to replace it. The live chat is fantastic, it's smart, fast and very lightweight. You can customise everything on it, from users, teams, automatic messages and online/offline times.
The reporting insights are brilliant and let you know if you and your team are responding to clients in a good amount of time.
We'll be using SmartSupp for the foreseeable future!
Pros
Easy To Use
Easy To Setup
Great Support
Fantastic Additional Features
Smart Customisation
Cons
Nothing - everything seems to tick the right boxes.
Response from Smartsupp
Hello Michael, thank you for being our valued customer.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Good
Reviewed on 27/03/2023
Pros
online chat and conversation history. Chat bot
Cons
simple to use and requires little administrator support
- Industry: Cosmetics
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
the customer does not know if I am responding
Reviewed on 09/10/2019
while a customer writes I understand it from the three dots that flash. But when I write, the client is not warned and often abandons the conversation
Pros
simplicity, price, application on smartphone
Cons
customers leave quickly.
if I can't answer and the customer leaves, he doesn't leave the email or phone to be contacted
Response from Smartsupp
Thank you very much for your review!
You can solve the problem with missing customer contact info by setting a pre-chat form here https://www.smartsupp.com/app/settings/chatbox/options (screenshot: http://prntscr.com/pjxvcz ).
Also, the customers are able to see you are writing, but the do not see any activity if you are deleting text or making a pause to think for a bit. That is why we recomend writing shorter and quick answers, so that the customer knows you are there.
If you have any other unclarities or problems, let us know at [email protected] We're always happy to help :)
- Industry: Publishing
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Fits the bill
Reviewed on 15/02/2023
The live chat has improved interaction with customers. Live view allows me to see a good live view of vosotors
Pros
Good mobile app. Easy to customise. I particularly like the live view of visitors on the site
Cons
Chatbot could be more 'intelligent' by understanding context and meaning
- Industry: Consumer Electronics
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 7.0 /10
smartsupp review
Reviewed on 15/02/2023
Offering our customers informations about order that they made,disponibility for products etc
Pros
It's integrated in our daily basis use,relativelly easy to use,sometimes i hav etrouble indetifying our customer which are reaching us
Cons
The interface its very boring,sometimes changes that i made (e.g chatbot greeting) its not working at all!
- Industry: Tobacco
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Integration
Reviewed on 13/03/2023
Pros
Chat's integration is very simple. The overall setting is simple.
Cons
price increase, compared to the competition.
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Smartsupp so good at live chat
Reviewed on 20/02/2023
Pros
easy to use, quite good price, good support
Cons
I miss some featrues and Ihave requested them but has not had any success
- Industry: Online Media
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
How the Smartsupp is helping our company to groove
Reviewed on 15/02/2023
We are happy that our chatboot Frankie is working with us while we are offline
Pros
very good cumunication and messeging when we are offline
Cons
We would prefer to get directly the e-mail and phone number from our chatting customers
- Industry: Wholesale
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Good for companies
Reviewed on 14/02/2023
Pros
Easy to interact online and fast with clients
Cons
nothing yet, hope to be the same in the future
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Good Software with ease of use.
Reviewed on 16/02/2023
Pros
Easiness of software. Everything is clear.
Cons
Everything is quite ok for me. No more comments.
- Industry: Business Supplies & Equipment
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Fantastic live chat service
Reviewed on 23/09/2021
We use Smartsupp for two separate domain websites. Mainly, we wanted to use a live chat to provide additional support for people browsing our site. It so far has far exceeded our expectations. Within the first week, we helped facilitate nearly a dozen orders and interacted with over 100 people on both of our websites.
Pros
Of course, the free account version may be the best one out there. The plan is limited to 100 chats per month, but users should be able to gauge any ROI by that point to justify increasing their plan (which is very reasonable compared to other chat services). Conversations work great! Since it is a browser-based chat, set-up time for multiple CSR's was very low. Detailed visitor information is a fantastic feature as well. Automatic messaging also helps spur conversation when visitors land on certain pages, etc.
Cons
Some of the UI and settings can sometimes be wonky. Compared to other chats, there are far fewer features that can be utilized, making it more of a bare-bones chat to use (which isn't really a bad thing). Their company is based in Europe, so you need to keep that in mind when using their customer support.
Reasons for Switching to Smartsupp
Price point was the main reason. A lot of the chat software that I saw makes you pay for every agent. Pricing racks up fast if you're adding 3-6 agents to facilitate two websites. Smartsupp includes 3 agents for free and allows for agent jockeying if someone is out.Response from Smartsupp
Hello.
Thank you for your review. We appreciate that you took the time to share your rating with us. We are glad that you have a great experience with Smartsupp. :)
If you have any questions or suggestions for improvement, don't hesitate to contact us at [email protected] We'll be happy to hear from you.
Have a great day!
- Industry: Computer Hardware
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
My Review
Reviewed on 05/08/2019
It makes easy to capture visitor's interest and make buy or come to the store. With the auto-messages its even easier. Its very good and best than the other softwares.
Pros
Small but very striking chat box, wich allows users to properly navegate the web. Others have a bigger chat box wich makes dificult using buttons.
Easy to use web dashboard, with sounds and alerts wich help, even in the free option.
Very good in every way.
Cons
Dont have (yet) facebook integration.
Pricing makes a dificult pro election, not because it is expensive, its just because its a lot of money in my country.
Not further cons, its a very complete software, very easy to use.
Alternatives Considered
JivoChatReasons for Choosing Smartsupp
Extremely expensive.Switched From
Zendesk SuiteReasons for Switching to Smartsupp
This one has everything I need, like smartsupp, it is cheaper than smartsupp and has facebook integration... But the chatbox was not satisfying. Big, larger, the clients did not feel comfortable. Even with the free version of Smartsupp, people writes without the auto messages.- Industry: Architecture & Planning
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Has potential
Reviewed on 27/01/2021
It seems easy for the users to use, with some more features would bee greath.
Pros
Been able to email if user abandones the chat session helps to give a better service.
Cons
It could help to have time and date of each page visited by the user. Bot response based on the text of the question or message received, we have many frequent questions. Send by email a follow up message to ask if we helped them. Been able to ask for authorization to see what the visitor screen to help them better, we have to ask many times for a screenshot and many users don't know how to take one. Been able to help an agent in chat with hidden messages to the visitor or a medium to communicate with other agents to help them or correct them. In some pages and systems the load of the chat is too slow, we lost many opportunities.
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Excellent tool, not only is it a chat
Reviewed on 15/08/2019
I automate the messages according to variables to solve frequent questions to customers, when I answer the chats in real time it allows me to answer easily thanks to the shortcuts and I can check the information architecture, usability and accessibility of my website thanks to the recordings .
Pros
Excellent tool, not only is it a chat, it is a comprehensive communication tool that allows you to automate informative tasks for leads, it is also a tool for monitoring and usability improvements of the site thanks to the recordings and allows you to integrate it with other platforms to track the clients
Cons
Nothing, I love the tool, I think it can expand but its functionality is very good
Reasons for Switching to Smartsupp
I would only replace smartsupp in the event that another Hubspot or ActiveCampaign platform has an integrated chat with the same features- Industry: Cosmetics
- Company size: Self Employed
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
Valuable Plugin for Small Businesses
Reviewed on 14/03/2021
Pros
This plugin and software works wonderfully for our ecommerce shops. It integrated easily into our Wordpress based site, and beautifully blends into themes and appearances. The software provided valuable information to help a small business navigate customer service. Reasonably priced for small businesses who really need to be careful where dollars are spent. Great overall interface and easy to on-board.
Cons
Limited in abilities in comparison to competitors software, such as no social integrations.
Mobile app was not notifying of conversations, despite notifications being on.
- Industry: Electrical/Electronic Manufacturing
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
unwanted horizontal scrolls & capability of hiding user photo if needed & miss chat or offline...
Reviewed on 09/08/2019
...some horizontal scroll bars, down my smart supp panel, appeared here since a couple of weeks ago. while zoom of explorer is 100% they are there, and a part of panel goes out of monitor. it was not like this before. i think previous DIV settings were correct.
Pros
the whole software is nice.... miss chat and offline messages of customers are nice too, but...
Cons
i prefer when i miss a chat, or get offline message, that message to Email me to my Gmail account, or get an SMS based on the missed chat, or offline chat, which takes me back to the computer to consider customers. there is another problem, with alerts and alarm voices. they does not work on my cellphone at all. its ASUS ZD551K... ANDROID 5 ... i think it would be nice to use MIDI format, or make alert sounds through functions over every device, instead of a MP3 format to play on it. also, it needed to hide my photo over panel, some times. at least over my own monitor. and finally, i should suggest ...
- Industry: Wholesale
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Works very good and never had any problems with it
Reviewed on 07/08/2019
As a B2B wholesale company we have a lot of customers who have questions while browsing about products, sales conditions, delivery times etc.
Pros
very easy to work with
reasonable pricing
Cons
there were no cons what so ever, i have to fill this form....
- Industry: Computer Software
- Company size: Self Employed
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
For a free software it mends patches in your website to intergrate to live support.
Reviewed on 07/08/2019
The chat option allow me to use a laptop and actually type than having to thumb to a device for a half hour.
The problems with new generations of culture it use to take a simple phone call 3 minutes of conversation to give advice; however now with texting causing hours of wasted time in society, Alot of people expect text and then take 30 minutes for a 2 minute conversation because teh replies they respond to are very slow, weird hours and times to contact and impulsive on replys back. *(selfish society in America)
So using this app allows me to edit copy and past long winded conversations since time is valuable to the work only.
and Thus the entitled one out there in US and many are out there gets there long winded reply for the chemicals in their head to feel good. It will be great once this generation is replaced by gen z, that way efficiency is back.
SO if you are Gen x and like old school use the app on a laptop and then create a thrift process to weave out the useless entitled ones by serving a reward based market only. reward by behavior only and dont support impulse cry babies and you will make it.
so good app. :)
Pros
I like the ease of inserting the script and then the ability to log in and go live.
Cons
The phone app version does not seem to work on a few devices.. just blank screen not sure why.
Response from Smartsupp
Hello Keith,
thanks for your review.
Have you tried our new mobile app released in June?
To speed up your conversations I recommend you to set up Shortcuts in your dashboard.
www.smartsupp.com/help/shortcuts/
Have a nice day!
Patrik
- Industry: Individual & Family Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Simple and quick way to contact visitors
Reviewed on 05/08/2019
Website visitors can have answers right away, they feel somebody is there for them, it is important. We do reservations to our studio by chat and consult what kind of service they will need from us.
Pros
It is very easy to use, not much complicated, not to disturbing for website visitor
Cons
Website visitors can´t send their photos.
Response from Smartsupp
Hello Monika,
thanks a lot for your review. The file-sharing option will be ready in the new chat widget. The estimated release time is in September/October. You can read more about what new chat widget brings here.
www.smartsupp.com/blog/new-smartsupp-widget/
Have a nice day!
Patrik
- Industry: Maritime
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
satisfied, fulfilled expectations
Reviewed on 20/09/2019
good benefit, many extra orders
Pros
set automatic chat program start on and off (time)
Cons
need to have 2 tabs open in your browser
Response from Smartsupp
Hello, Peter, thank you for your review! We are glad we are fulfilling your expectations.
If you are working from two different tabs, because you use Smartsupp on two different websites and it is bothering you, you can put both websites under one account and work from one dashboard. Our support team will be happy to show you how to do it, just write us at [email protected]
All the best, Michaela
- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Praise for your customer support service and especially the teammate [SENSITIVE CONTENT HIDDEN]
Reviewed on 16/09/2019
I have to point out the perfect customer support from one of your employess. She was very kind, helpful and she has made my day much better. I hope she will be awarded for this
Pros
I love how simple your engine is for the customers and also for me as an user of it.
Cons
I have not found any weak parts at this moment. If I was not able to find something I have received the perfect help from your customer support.
Response from Smartsupp
Thank you very much for your review! The fact that you are so satisfied with us makes us even more motivated.
We take pride in our customer support and appreciate every member of the team. We forwarded your praise to Anna and it made her very happy.
- Industry: Automotive
- Company size: Self Employed
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
An important help for e-commerce
Reviewed on 20/08/2019
Pros
It has friendly functionality, no bugs, the technical support replies in less than 5 hours.
Cons
there is no possibility to upload image and/or document files during the chat session
Response from Smartsupp
Hey, Marco, thanks a lot for your review. The file-sharing option will be ready in the new chat widget, which should be out this October. You can read more about what new chat widget brings here. www.smartsupp.com/blog/new-smartsupp-widget/ All the best, Michaela
- Industry: Automotive
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great Live Chat Widget
Reviewed on 07/08/2019
Pros
I like that it is very simple to use and the mobile app has a user-friendly interface. Easy to manage live chats on the go.
Cons
The live chat icon design looks a little outdated for my liking. Wouldn't mind a redesign of the look. Currently it tells you the source of where the customer came from eg. direct visit or google.com and etc, if it could go one step further to say whether through a sponsored ad or organic google search, that'd be amazing.
Response from Smartsupp
Hey Dave,
thanks a lot for your review. We are currently working hard on our fresh new - redesigned - chat widget. The estimated release time is in September/October. You can read more about what new chat widget brings here.
www.smartsupp.com/blog/new-smartsupp-widget/
Have a nice day!
Patrik
- Industry: Retail
- Company size: Self Employed
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Smartsupp live chat
Reviewed on 14/08/2019
A positive experience in its integration and management
Pros
Its simple in its implementation and its functionality in the free version
Cons
The inability to contact customers when a chat has been lost
Response from Smartsupp
Hello Antonio,
appreciate your honest review! You will be able to contact your visitors even after they leave your site. This new feature will be released in our new - seamless messaging - version. You can read more about it here.
https://www.smartsupp.com/blog/smartsupp-integrating-facebook-messenger-e-mail-soon/
Best,
Patrik
- Industry: Arts & Crafts
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Owner
Reviewed on 12/08/2022
FANTASTIC, so easy to use and direct connection with customers that helps me keep a pulse on their needs, complaints, issues in general
Pros
Easy to use, I'm not a super tech person but this was really intuitive and easy to use. There's so much more that I need to use but haven't had time.
Cons
Support - I'd like real time support and a solution to my AMEX card not working since it works everywhere else and they told me that I can use AMEX but mine doesn't work.
Response from Smartsupp
Hello.
Thank you for your review. We appreciate that you took the time to share your rating with us. We are glad that you have a great experience with Smartsupp and with our customer care team. :)