INSIDE Erfahrungen

I like how it is being interactive for agents. It was totally different from the other platforms with the same purpose. It was not boring. A bit expensive but they are evolving on the area that we need which is what i really wanted to see.

Whenever I use it, it takes up a lot of bandwidth. Sometimes it slows down my connection, sometimes doesn’t.

The visual layout and being able to watch customers move throughout the website. The ability to add customisation into other systems like our CRM. Has been easy for our agents to pick up especially during COVID when many were taught on the fly.

Features like being able to have the webchat set to on constantly even if an agent isn't online yet - We'd like it to be open 8am - 6:30pm like clockwork.

Credit card masking feature is creating a few issues internally.

Disposition options are easier to access

Closes out chats while working, chat showing long times when just receiving chat, dispostition not working all the time

The visual interface is superior to other solutions making engaging with customers fun and interesting. We've recently begun deploying the BOTS feature and are finding it helpful to assist customers without adding more agents

Nothing comes to mind. Inside offers so much more capability than we are currently using

While there is an initial learning curve, Inside provides a great experience once you've got a handle on things. The UI/UX is a breath of fresh air, and the available features (co-browse, visiting other channels, visually representing each colleagues current chat pool) are a massive step up from our alternative chat client.

Inside is substantially more process intensive than our alternative chat client, this can prove an issue on less than capable hardware.

Inside is a useful tool that allows us to talk to the customer in a what that is better for our customers. In today's world of multitasking, being able to chat with us allows the customer to do other things while waiting for our responses, unlike talking on the phone.

We still experience freezing at times, and there are some functions we would like to see that are not available to use right now, they may come with an enhancement down the road.

Love how it helped customers can completed their purchase online and the sound i get when they completed a sale :)

Nope you guys are doing a great job, i love inside i find it very effective to deal with customers and the best platform ive ever used:)

I like how easy it is to click and add a message to the customer, send them offers, or transfer them to another department if necessary.

At times there are glitches that need to be fixed when an update is made.

user friendly and no problems with using with my other tools.

Sometimes slow on response, and I get more than two customers at a time.

One of the best tool used to chat with customer, its been 2 days and never faced a latency or outage from inside. Great journey overall

Features to manually remove or put people on limited

Inside has made it easier to consolidate high volume inboxes and webchat into one platform that can be accessed anywhere my team are working from. It has been a good step up from Outlook.

There is room for improvement about how the program forwards email to different user groups in our organisation that are required to complete the ticket prior to responding to the customer.

- I feel like I am just playing a game. The layout is good and we can change the theme. Helps for my overall well-being. :)
- I can access my KPI's, sales, productivity, surveys in just one click.
- I can see what the customer's typing in real time without them sending it yet. For me this is the best feature with INSIDE.

Sometimes I can't keep up with the updates :) For the past years, its full of jargons and too technical to read. But I noticed that, you have change and added Guides and Manuals, Videos and tutorials, release notes and support. However, Inside is easy to use so all good.

User Interface is intuitive and easy to use

Reporting section is not friendly and very hard to customize in order to have relevant information to drive the business

L'intuitività dell'applicativo e la versatilità

Attualmente sono soddisfatta con il pacchetto acquistao

Getting adjusted to any new software takes a moment but the best part of this is the immediate help and support I've gotten from the INSIDE team. From getting accustomed to the software to implementing new changes and adjustments, their support team has always been responsive and helpful to make this work for us.

The visuals and overall use is pretty self explanatory and a fantastic way to visualize the way our customers shop and view our inventory. It's allowed us to understand their needs and be able to make suggestions and secure sales.

Setup was tricky to do on our own, but the support team was great at helping us with that.

Easy to navigate, change settings, able to do it alone, other users are able to do so.

some features wanted was only available at the later part, eg VA.

It is simple to run reports and find any type of data needed. Nice user interface as well

It can be somewhat buggy but in general runs well

Its data collection and reporting accessibility

The limitations around customising to our needs. e.g. you can not fwd and reply to an email all at once - you have to go back in and find it after completing one of these two. emails also double up, and these double ups are not filtered out i.e. double the workload and effort as 2 different people can pick up duplicate emails. The flow on effects, that changes to operator settings have to restrictions applied i.e. if you take the 'cherry picking' option away, you can't pick up an email you were working on with ease - you need to dig into the system to do so

Semplicità nell': utilizzo e nella comprensione

Pratico stabile intuitivo di semplice utilizzo.

flexible of select details that we want.

The speed of show the report- data too much

I like the shop floor and being able to see our customers interact with our site in real time.

Difficulty of upgrading due to our integrations, but this is probably a two way issue and doesn't fall solely on the platform/software.

I love the fact the the UI is so balanced and we have so many options for dispositions and sub-channels. A real life saver.

That the routing algorithm doesn't seem to be transparent in how chats are routed (if done reactively)

I love that we can see what a customer is typing before they hit send

That the customer doesn’t get notified when the agent is available. The customer needs to stay online to see that we have responded.

functionalities of the chat platform
easy to navigate and use
downloading built in reports is quick and easy

Switching timezones to monitor departments situated in different platforms

Very easy to use
A great company to partner with
Continually evolving to suit our needs
Meets all of our reporting requirements
The visualisation makes our agents far more engaged with our customers