ClickConnector Reviews

This app is not for faint hearted. I regret buying this app. It is too complex. Cannot complain about the support because at the time of purchase, it was clearly mentioned that this app is not for those who need support. Even then i expected it to be slightly intuitive. Almost a year and I am still configuring this app and could not make it work.

I have been using click connector in it has my social media messages coming in, but have not been able to get the email channels working. Been waiting for things to get better, but I'm still using my original customer service platform as I have never been able to get click connector fully up and running and it doesn't do me any good to only have half of it working and need to use two platforms. Been waiting for over a month for support to answer a question and help fix the issue. The documentation doesn't help when problems occur. Can't recommend at this point in time. It would be a great product if they get the bugs worked out and the customer service would answer.

I purchased ClickConnector to check if it can be a replacement for LiveAgent(One of the Best Appsumo Deals I've purchased and am still using) since I need more agents and had a very disappointing experience. While I understand they may have had a reason to suspend my account, their communication and support were severely lacking.

Account Suspension:

My account was suspended with no prior notification or explanation. It took contacting support to even discover the issue, which we resolved within a few hours. However, despite contacting ClickConnector a week ago, my account remains suspended with no updates.

Poor Support:

The slow response times were unacceptable. It took ClickConnector 2-3 days to respond to my initial inquiries, and even after a week, my account is still unavailable. This lack of urgency would have significantly impacted my ability to support customers if I had switched from LiveAgent.

Functionality and Documentation:

Beyond the suspension issue, ClickConnector itself had several problems. Features malfunctioned, configuration proved difficult, and crucial functionalities like ticket wrapping and tag usage were unclear or non-functional.

The provided documentation, consisting mainly of high-level videos, offered little help for detailed troubleshooting. The knowledge base search proved ineffective in locating necessary information.

Conclusion:

ClickConnector's lack of transparency regarding account suspension, coupled with their poor communication and inadequate support, make them a risky choice. The limited functionality and poor documentation add to the problems. If you value responsive customer support and a well-functioning platform, I strongly recommend looking elsewhere.

Bought multiple codes of this since the software seemed good. Mostly works but customer support is absolutely pathetic. You'd be lucky to get a reply.

We have installed ClickConnector 2 weeks ago. We are trying to get the system up and running. There are plenty of features not working or not knowing how to configure.

Here a few topics:
- Ssupport tickets are not wrapped properly. You can only see part of the customer message.
- We have input plenty of documents into the knowledge base. But i do not find the information through the portal search.
- There are plenty of different tags (customer tags, message tags, conversation tags). But when you need them to run actions or reports, they are not available (!). So what' the purpose of using them ?
- No documentation found how to use the ticket types.
.... and many more.

Documentation is very high level (videos) but does not help if you need to to get into the details. Their knowledge base documentation is also poor, which is actually the core if their business. I can't find what i am looking for.

We tried a few time to contact the customer support via their chatbox. But have never got any response. My last attempt was an email.

At this stage, i would not recommend the tool.