Zoho SalesIQ

It's a great way to interact with our customers as CSM

Puntos a favor:

We have customers across the globe. Sometimes, I am not available during their working hours, as their customer success specialist. The chat allows them to reach out to our team, many people take turns replying on the chat. The chats integrate with Zoho CRM and I can see the questions they asked on the chat it's easy to use, I can have it on my phone too.

Contras:

I find a bit hard to find a chat I just closed, but it's a minimal thing.

Good tool integrated in the Zoho suite

Puntos a favor:

Easy to integrate. Good that it's connected to the CRM part and there are lots of customizations possible inside.

Contras:

The chat window is not very customizable and reporting is not easy to manipulate.

Helps in managing live chat, but wish we could have more automation

Puntos a favor:

It is a simple and effective way to provide live chat to users. Like the fact that we can integrate our knowledge base, which helps support agents quickly pass on relevant articles.

Contras:

The reporting and analytics are subpar. Tried asking their support about what the metrics mean and how they are calculated, but did not get clear answers.Chatbot automation is very complicated. Very difficult to set up chatbots, the UI is super complex to understand.

A product what makes customers smile and connect

Comentarios: Best in class product. Tracking leads, handling chats manually, using bot is very simple and easy. Amazing product. Recommend to all.

Puntos a favor:

We are using it since more than 3 years now. They have improved a lots and many things are beta versions. Chat bot is an amazing thing, we can build on no code solution. Pre build reports are value add

Contras:

Customer support should be improved. We may not require all the time. But this has to taken care.

Best in class chat comes like phone call

Puntos a favor:

Whenever any visitor comes on chat, the phone rings like a phone call, and managing multiple chats is also a breeze, the view of visitors and daily email of visitors is also very helpful.

Contras:

Zoho has almost everything, so for other features like support documents we use Zoho helpdesk.

Best tool for Pro-Active Prospect Farming

Puntos a favor:

1. Customizable reports help in understanding the prospects trends 2. Chat bots help is answering prospects during off hours. 3. Live monitoring help in understanding the landing page success.

Contras:

1. There is a delay in notification. 2. Mobile version needs improvement. 3. Support team could improve their turn around time.

Zoho SalesIQ is essential for online customer service

Comentarios: Excellent performance with vey minimum or no issues at all.

Puntos a favor:

With many suitable features for all type of businesses, specially businesses that require online presensence , Zoho SalesIQ is easy to use, affordable and essential tool to provide excellent customer service. Its customer tracking features are the most suitable for our business. We can easily reach the cross-border customers who are or were visiting our websites and can interact with them immediately. We can also find out the missed clients who visited our sites during 'off time' and can try to contact them accordingly.

Contras:

Sometimes live update or notification is not working and it may not provide the actual number of visitors in the site if not reloaded.

this is NOT just a chat program

Comentarios: you close deals.

Puntos a favor:

so this is a chat program but also a way to mesuare site traffic and a way to capture lead data. it's pretty cool. the way we use it is we send out a mass email and then when people click the email and get on our site we can see that and we can actually call the person who is on our site in real time. This helps close deals soooo much faster and our customers like that!

Contras:

The UI is pretty good but b/c there's some techy stuff going on here (more so than just a chat program) the UI can get kinds difficult to understand if/when you go to the adv settings area. the normal chat part is fine.

Customers love our quick response

Comentarios: Salesiq is a great tool. By integration with Zoho CRM, we can quickly follow the actions of our customers and answer questions. We can see how much time the customer needs to go through the ordering process and where necessary we can customize the site. Tracking the number of visitors and the results of their visit is easy to follow. In short, a great tool for our sales department.

Contras:

So far no complaints. Salesiq does what we need.

Well Designed but Unreliable

Comentarios: SalesIQ has been useful to keep connected with our current customers and help them use the product in real-time. However the unreliability in connection issues has made it difficult to rely on this product.

Puntos a favor:

The design is simple and easy to use. We have 3 operators who have never felt this product is confusing in its functionality. I also like its integration with Zoho Desk, where tickets are created automatically.

Contras:

We've had serious connection issues. Our widget appears offline to customers when operators are online and not idle. Chats have come in without notification and been labeled as "missed" but over 30 minutes later. I once watched messages previously

BET: SaP / Microsof/ SAGE will Buy zhoo inevetably cause thay are that good.

Comentarios: I rate the product I rate the team behind. I refer them

Puntos a favor:

Proactive reach out,, tracking the visitor , the ability to swith bet2een channels effortlesly/ The ability to voice and remote support from that widget like a breeze.

Contras:

I would never get Full credit for discovering them.

Intuitive interface and a great way to generate customer leads

Comentarios: In today's business, monitoring website visit has been increasingly important in improving business brand image, helping achieving more efficient business operation and understanding potential customers. Being able to monitor what web page customers look at also makes our marketing and technical support team more efficient. Marketing team can gather data and find our most popular products while technical support team can increase efficiency by uploading the most commonly asked technical questions.

Puntos a favor:

Sales IQ has been great for my business. It has an intuitive interface and it is a great way for me to generate leads and acquire potential customers. Sales IQ gives live status of our customers so we know what website page they are reading and what products they are interested in. By knowing this information, it makes our sales team more efficient in assisting customers with their specific needs.

Contras:

This may not be the issue of Sales IQ but internet issue. A few of our international customers had trouble using the live chat consistently, but this might be the issue of their internet instead of Sales IQ platform.

customer engagement tool

Comentarios: I use the software to offer quality customer support services to my clients

Puntos a favor:

The ability to append knowledgebase into the footer of the chat widget makes it easy for the client to access the support articles easier and this saves on the volume of chat, you can as well make calls directly to the clients using the tool for a quicker resolution

Contras:

The tool is okay and works better according to our expectations and goals, only it is expensive to use and does have a ticketing system, you will have to purchase zoho desk in case you need to have the ticketing system of which does not integrate currently meaning you have to use it separately from other apps

Professional tool for business communication

Comentarios: I use the tool to offer customer support service online since it is faster and easy to implement, comes with call feature that does not need any number connecting hence increasing ROI

Puntos a favor:

Instant notification feature helps me not to miss any chat from customer on both the web application and the mobile application, this is great for me to jump into a chat with a client immediately they request a chat and improves customer efficiency

Contras:

The tool offers limited integrations for social media as most as Instagram is still under beta, and they do not support twitter integrations currently

Quick and Easy to get Started

Puntos a favor:

No coding/programming knowledge required to set up codeless bot. Advanced chatbots can be build with different service providers. Integrations with multiple messenger apps possible and thus customer engagement is possible from a single window. Answer bot is an easy ML bot using resources provided.

Contras:

Visitor reports is limited to 1000 records.

As part of Zoho 'ONE' - very good value & functionality

Comentarios: Good, filled a need but products like FB messenger have taken their place (for us at least)

Puntos a favor:

Easy to use, chat works well, clients & users seem to like it

Contras:

Would be great to add different communications channels instead of having everything separate - we will be switching from SalesIQ to FB messenger as we use messenger already and it's one less channel.

Perfect for Webite Chat

Comentarios: If you are looking for a simple chat box to put on your website for ease of the user, it works great. Easy to implement that portion. Not so sold on their customer service.

Puntos a favor:

We implemented Zoho to add chat to our website. We tried out the paid version with the bot, but was a little complicated to set up so went to the free version. It fulfills the need and never crashes.

Contras:

It would be great if the bot was a little easier to set up. When I asked customer service about helping they wanted to recommend me to their help page and never really would help me themselves.

Simple and useful

Comentarios: I no longer have to go hunting for data and it connects with all my other apps so that is the biggest bonus

Puntos a favor:

I have been using SalesIQ since signing up to the Zoho One suite and it's become my defacto reporting tool. It's simple and easy to read.

Contras:

Their graphical user interface is not that modern. That may not matter to you but it impacts how fast you can get through it.

Good tool for customer support & lead generation

Puntos a favor:

The tool delivers what it says it offers. Good customer experience and good agent experience. The tool has been getting better with the availability of new features The support team at salesiq is quite responsive.

Contras:

It is not very customizable, to a larger extent you can only use what is offered to you by the tool.

Great tool to convert customers!!

Puntos a favor:

The tool allow you to track customer visits to your website as well as converting new prospects. Making it easy for customers to chat with you will definitely make this worthwhile!!

Contras:

Hardly any negatives with this tool! It easily connects with other Zoho Apps as well, making it great to track KPIs.

Excellent program to chat with our customers

Puntos a favor:

The option to integrate it into our website is excellent, very easy to integrate and the system provides a code to do it yourself.

Contras:

If you make any change to the domain name, the code does not take the changes and must be modified manually.

Easy to use and accurate

Comentarios: Great positive experience with SalesIQ, I already started to recommend it to a couple of entrepreneurs...

Puntos a favor:

The best part of SalesIQ is the easiness in implementing it on different websites and having one and only one app to manage them all! The personalization of the chat is easy and good looking...Everything is perfect!

Contras:

The only thing that could be done better is the registering of a chat user directly into the Zoho CRM database. And maybe also a better identification of a visitor depending on the website he is visiting.

It is excellent to know who are visiting your page.

Puntos a favor:

I like to know the time a user spends in a section of my website. It's interesting because you can see that person's interest and offer help.

Contras:

I dont have nothing to complaint about. I always see improvements. Maybe the price can be a little better but what they offer, it's worth it.

Provide a better service

Puntos a favor:

It is a complement to our vision. It allows us to provide a better service since we can identify our visitors and additional allows us to improve our informative content.

Contras:

I would like to implement goals for the visitor. Daily, monthly even yearly goals would be interesting.

Lovely collection of features

Puntos a favor:

I like Sales IQ as it is more than live chat. It allows you to get all sorts of data on your website users including their location, the number of times they have visited before and the time spent on the website. You can then use these factors to calculate how valuable the customer is likely to be. There is also a useful tool for prioritizing them. I really like the dashboard that displays the info as it is beautifully designed, plus when visitors come to your website and click chat to speak to you, the dashboard rings just like a telephone! It's also very easy to set up - you just copy and paste some code above your website’s body tag.

Contras:

I don't have any complaints. Some of these services I have tried in the past slowed down the website, but SalesIQ is nice and fast.