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Smartsupp

Smartsupp is a comprehensive customer communication platform offering live chat, chatbots, and a shared inbox to streamline support and boost sales directly on your website. It provides valuable insights into visitor behavior and facilitates efficient communication across multiple channels. Developed by Smartsupp

License: Freemium
Available for:
Mac OS X Windows Online Android iPhone Windows Phone iPad

About Smartsupp

Smartsupp elevates your customer engagement strategy by providing a robust suite of tools designed to enhance real-time interaction and support directly on your website. At its core is a powerful live chat widget that allows instant communication with visitors, resolving queries quickly and proactively engaging potential customers. Beyond simple conversations, Smartsupp integrates intelligent chatbots that can handle frequently asked questions, qualify leads, and even guide users through complex processes, freeing up your support agents for more complex issues. Key functionalities include:
  • Real-time Visitor Monitoring: Gain valuable insights into who is on your website, what pages they are viewing, and their browsing history. This data empowers your agents to offer personalized and timely assistance.
  • Session Recording: Visualize user journeys on your site by recording visitor sessions. Understand how users navigate, identify points of friction, and improve your website's usability.
  • Shared Inbox: Consolidate all incoming customer communications, including chat, email, and Facebook messages, into a single, organized inbox. This ensures no query is missed and facilitates seamless collaboration among your team.
  • Automation Capabilities: Leverage automatic messages to proactively reach out to visitors based on their behavior (e.g., time on page, specific page visited) and implement workflow automation to streamline repetitive tasks.
  • Comprehensive Reporting: Access detailed statistics on chat volume, agent performance, customer satisfaction, and more. Use this data to optimize your support operations and make data-driven decisions.
Smartsupp is designed for ease of use, featuring a simple installation process and an intuitive agent dashboard. It provides mobile apps for support on the go and offers valuable integrations, like with Facebook, to expand your reach and unify your communication channels. Whether you're a small business or a larger enterprise, Smartsupp provides the tools necessary to deliver exceptional customer service and drive conversions.

Pros & Cons

Pros

  • Comprehensive feature set including live chat, chatbots, and visitor tracking.
  • Intuitive agent dashboard and easy installation process.
  • Valuable session recording feature for understanding user behavior.
  • Unified inbox for managing multiple communication channels.
  • Decent reporting and analytics for performance analysis.
  • Mobile apps for support on the go.

Cons

  • The depth of advanced features may vary by pricing plan.
  • Customization options for the chat widget could be more extensive.
  • Potential learning curve for fully utilizing all features, especially automation.

What Makes Smartsupp Stand Out

Integrated Visitor Intelligence

Combines live chat with real-time visitor monitoring and session recording to provide deep insights into user behavior.

Unified Communication Inbox

Manages conversations from multiple channels (chat, email, Facebook) in a single, centralized location.

Powerful Chatbot Capabilities

Offers sophisticated chatbot functionality for automation, lead qualification, and instant customer support.

What can Smartsupp do?

Review

Smartsupp Software Review

Smartsupp presents itself as a unified platform for enhancing customer communication and support on websites. The software aims to bridge the gap between businesses and their online visitors through live chat, chatbots, and a consolidated inbox. Upon evaluation, Smartsupp demonstrates a strong feature set designed to facilitate real-time engagement and improve overall customer experience. The core of Smartsupp's offering is its live chat functionality. The chat widget is easily customizable, allowing businesses to maintain their brand identity. The agent dashboard is intuitive and provides necessary tools for managing conversations efficiently. Features like canned responses significantly improve agent productivity by providing quick access to pre-written answers for common inquiries. The ability to see what the visitor is typing in real-time also allows agents to prepare responses proactively, reducing wait times. A significant strength of Smartsupp lies in its visitor intelligence features. The real-time visitor list provides valuable context, showing which pages visitors are viewing and their browsing history. This information allows agents to offer more personalized and relevant support. Furthermore, the session recording feature is a powerful diagnostic tool. By watching how users navigate the website, businesses can identify areas of friction, optimize website design, and better understand user behavior. This feature goes beyond simple chat and ventures into user experience analysis, adding significant value. Smartsupp also incorporates chatbot technology, which is becoming increasingly essential for handling the volume of online inquiries. The chatbots can be configured to answer FAQs, gather information from visitors, and even route conversations to the appropriate department or agent. This automation frees up human agents to handle more complex or urgent issues, improving overall support efficiency. The integration of chatbots within the live chat framework provides a seamless escalation path from automated responses to human assistance. The shared inbox is another commendable feature. Consolidating communication from live chat, email, and Facebook into a single interface simplifies workflow and ensures that no customer query falls through the cracks. This is particularly beneficial for businesses managing multiple communication channels, as it provides a centralized view of all customer interactions. Reporting and analytics in Smartsupp provide valuable insights into support performance. Businesses can track metrics such as chat volume, response times, customer satisfaction ratings, and agent activity. This data is crucial for evaluating the effectiveness of the support team, identifying areas for improvement, and making data-driven decisions to optimize support operations. The mobile applications for agents are a practical addition, allowing support staff to stay connected and respond to customer inquiries even when they are away from their desks. This mobility is essential for businesses that require flexible support options. While Smartsupp offers a comprehensive set of features, the effectiveness of some advanced functionalities, like the depth of knowledge base structuring or the sophistication of email automation, would depend on the specific plan and implementation. The platform's ease of installation is a positive point, making it accessible for businesses of varying technical expertise. Overall, Smartsupp is a robust and well-designed platform for enhancing online customer communication. Its combination of live chat, chatbot capabilities, visitor intelligence, and a unified inbox provides a powerful toolset for businesses looking to improve their customer support and engagement strategies.

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