Verified purchaser
I expected too much...
I have wanted to raplace Jivo with Rake. I hate leaving under three Takos reviews, but
if you are looking for a team chat, Rake is ok. Limits are generous, GUI is ok. Task assignment works good. But as onmichannel solution, there is a lot of room for improvement.
Since I was more interested in the website widget chat, we had to switch back to Jivo.
- Rake's website widget conversations ends after a certain amount of time, even if the same visitor is still chatting with an agent. A new conversation starts and you have to switch back to previous conversation in order to be able to see the chat history.
- For the same reason, if a visitor stays a certain amount of time, the same proactive invitation will be sent to the same visitor. We had a visitor which got 4 invitations while he left our website tab open for like 15-20 minutes.
- It is possible to see the name of the page visited by a visitor, but you can't click on the page name to open that page. Critical for us since we have over 250.000 sku on the site and we sometimes need to open the page to copy some information.
- While responding to facebook messages sent on our page, Rake sends to visitor following message "Your session with external has ended." after few messages.
This app is very raw at the moment.
MikeH_Rake
May 16, 2024The details of your review are fair and I do want to say thank you for sharing and the opportunity to serve you as a customer. As we build a universal messaging platform we are continually working to prioritize omnichannel customer chat vs. team collaboration - we do believe the future is in offering both - "why work with more than one messaging vendor" BUT this then sometimes leads to someone being disappointed when we don't check all of their boxes. Our chat widget is used by thousands of businesses, most supported by one of a few professional contact centers and the widget is nearly perfect for them because they are quick to reply and of course end conversations.
Our widget will continue to improve and we will address the items you mentioned.