Verified purchaser
Mostly positive so far
So far this is my thoughts
- UI is great- far better than Liveagent, which we're comparing this to, having used it for years
- Emails to customers arrive fast and not into spam (tests went into the 'updates' folder in gmail)
- The branding isn't too bad
- Setting up a test SIP account was super easy and the latency/quality appears much better than we're used to
- The CRM is simple but nice- doesn't integrate with any prior Appsumo CRMs, but that's not your fault!
The not so good
- Already noticed several spelling mistakes in the system, which is worrying for a mature product
- it's annoying that we can't add our own mail accounts in as then from the customer point of view emails sent from the system and emails sent outside the system would look similar (even if the system ones had the branding/opt out)
- Emails sent from the system after someone calls in has my name, then a comma then the phone number as the sender which looks really odd - see https://nimb.ws/w4jk05. Why doesn't it just have my name or company name?
- You don't seem to be able to connect an existing whatsapp business number (unless I'm mistaken) - instead you have to set one up via a third party or Twilio
- Not entirely sure what the 'pro' button on the side is for, it just brings up one option
- Why is the currency $ only? Surely this is super simple to code.
- Why does the time zone default to Russia? Why not ask the user when setting up? It also needs updating in at least three places, which is easy to miss. I appreciate that you might be based in Russia, but then why is your only currency in $ and not Rubles? ;)
Questions
How does the phone call charging work? Do we need to buy time/credits even if we're using our own SIP account?
How do you merge clients? I've tested a phone call in, then added an email address to the record. Then I've emailed in from that email. The system has created two seperate contacts (why?), and I can't work out how to merge them together. Surely email address is a unified field that any system knows to base a contact on?
Igor_Jivochat
May 9, 2024Hi!
Thank you for your support and the detailed feedback you've provided.
We'll look into each case in your "Not so good" list and try to make the required improvements in the near future.
To answer the questions you've mentioned:
1) You are right, currently you can not connect an existing number to WhatsApp. You'll need to purchase a new number from Twilio
2) The Pro version tab is where the billing happens, but for Sumo-lings it's not relevant as you are on LTD.
3) If you use your SIP account you’ll be charged on the side of your provider. No extra charges on our end unless you will want to forward calls.
4) Calls and chats are now merged, merging the rest of the channels is something that is on our roadmap now, we are planning to start working on it this year.
Let me know if you have any other question or just reach out to our tech support, they are available 24/7.
Once again, thank you for choosing JivoChat for your business.