Sinch Engage Reviews

It allows you to unify customer communications across different platforms in a single application. This saves time and customer service is more effective.

At the moment we have not had any problems with the application. We are going to start using automatic chat but we have had previous unsatisfying experiences with this method of communication.

Ease of use - extremely 'clean' user interface. This is important for our users as they are on multiple platforms through out their work day and while they are tackling world problems, when the system we provide is easy to use, it reduces from their workload. The software is fast too, unlike other programs I have worked on. The ability to set up chatbots per our need is good too. And lastly the most important - our Account Manager has been BRILLIANT! [SENSITIVE CONTENT] is always so empathetic, understanding, prompt, proactive and very kind... she is professionally friendly and really knows how to diffuse a situation and works from a space of wanting to help - which I greatly appreciate.

Agents being available on multiple channels - currently there is a glitch with this and I have been talking to the AM about this. This is a needed feature and can easily be a dealbreaker. Though the IT team mentioned this is not a feature yet and this will need to be developed, I can see this some times works and some times doesn't. Therefore there is a glitch in the system.

The second is about the chat bot building. For someone who doesnt have technical background, the self-help chatbot guides are dry, boring and seem complicated. If there could be short videos on this, it would be very helpful!

The Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.

Telegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein.

We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.

It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.

Not always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.

With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-

A back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)

The best feature for me is the access to almost all of the messaging apps. We can't deny how big the messaging industry is now especially when pandemic arises, it is the only way to communicate for some, but the more apps/softwares produced the more struggle for the companies communication team because in order for us to stay updated and connected to clients we have to be accessible in all the messaging apps in the market. In Messenger Communication it gives us ease of access to all of these different messaging platform. One click and we can now view, reply, add chatbots to all of our platform.

Nothing much, maybe the pricing because it's expensive but I think the features answers it all.

It is easy to use. It gives a signal when a message arrives, which is perfect. The visibility of the messages is good.

To be honest I absolutely hate that the programme logs out every 15 min. It is really annoying to check every ten minutes if I am still loged in. Many times I missed a messages because of that or I read them with delay.

What I like most about messenger is being able to make calls and I can choose to see the other person as well

The feature I like the least is sometimes it won't let me answer a call not sure if that's because of my wifi or what

The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats.
Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.

Although the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.

The Messenger Communication Platform is really easy to use and has transformed our customer service offering. Not only are we now able to provide answers to user questions 24/7 through the automated response system, but we are also able to offer personalised communications with our support team with the live chat function, all using WhatsApp. So far the feedback has been amazing.

The analytics could be a lot better. We are currently having to do a lot of manual work gathering meaningful metrics. The pros far outweigh the cons though.

The software is easy to use and intuitive, you can export convos in pdf

-Not very user-live chat friendly
- When you write the message and then change chat without sending it, the message disappears (very annoying)
-When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong person)
-The layout is not great and when you receive a new message there should be a sound that alerts you, especially if you are on a different tab, checking some data to answer the inquiry
- there should be the possibility to add a note and see it when you open the ticket on the specific customer, without needing to scrolling down on "internal notes"
- it's time consuming to reopen the chat and reassign it everytime you want to assign it to yourself
- chats should be separate and a chat from the 28th february should be merged with a chat from the 1st march, for example --> improve layout

Able to connect to Facebook users and sms messages

Some security issues but good overall highly recommended

I like the fact that the product is fast, quick, and easy to use. It also has features anyone can use however the little knowledge they have.

It does not enable one to attach/share files. well I am hoping this has changed though

I like that this software it’s easy to use, and up to date

I’m still experimenting using this software so at this moment I can’t say what I liked the least.

I love it. It is free to use for communication around the world. I us it for communicate with my family members abroad and also with my world related

No cons at all in my opinion. I love this app for free use

How easy is to communicate with the clients and how important is to have our CRM updated

That sometimes suddenly stops working and you have to refresh the website many times in order to work in a smooth way.

You can create multiple groups all at the same time. Have multiple conversations going. You can also change your status interchangeable available/ in-available etc..

Grousing are not well organized.. easy to mix up groups unless this has changed. No ability to attach / share files unless this has cashed.

The product is easy to use, I like the most the fact that it is so quick, efficient and compact

The fact that every user could put a nickname makes the job harder, it is not easy to find a person by his nickname.

user friendly, responsive, fast and efficient

I like everything about messenger people

Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)

Not user-friendly and limited analytics-wide

You can organize well your work, and it's easy to use it

In the last year the software had some crashes and bug

This application helps facilitate communication between individuals at the personal and work levels

It has no flaws, it is an excellent application

Easy to set up, implement, and use as everyone already uses messenger in their personal lives, both clients and employees.

In our region not all features are available.

- easy to use
- very quick implementations
- very modern
- very fast for customers to react

- there is nearly no point that we don't like; sometimes there are some bugs which will be fixed within hours

Provides alternative ways of staying in touch with your consumers.

Depending on the platform used to integrate with (Telegram, Viber), some features are missing, such as voting buttons, polls etc.