We have searched for an omnichannel software that can integrate with LINE OA which is a WhatsApp-like chat application used in South East Asia. We have tried a few local one in Thailand, including some international ones (both established and newer ones). Some we did try out and did not continue using them either because of the prices, software’s speeds or barriers on basic functions (e.g. could not successfully integrate with LINE OA or slow). After testing out MyAlice, we decided to stick with it, and I am going to explain why.

1) The UX and UI are clean, and easy to navigate. My team can easily learn to use myalice’s basic function without a headache.

2) MyAlice can be accessed from a web browser as well as a mobile app which is important, especially for our team to respond to inquiries at anytime, and the speed load is good.

3) The comprehensive functions that serve our needs in addition to LINE OA integration include: a) The analytics and report on report menus which provide comprehensive data which can be used fro analytics, and b) chat assignment & internal note for internal collaboration, and woo commerce integration with product recommendation & check out from MyAlice. P.S. our sale admin can covert sales easier through product recommendation function, and create a new order right from the software.

However, MyAlice still lacks some of the functions which we would like to have which I have seen the feature requested added on their Roadmap. These include shared email inbox, and the knowledge base. The ability to reopen the closed ticket is important as well, and I believe the team is working on it. Also, I wish that the notes taken on chat with each customer can be recorded and viewed from the right side menu of the chat, and in the details of the customer(s) in the customer menu.

Lastly, I also wanted to point out that we have not tested out its automation function yet, and we have only tested the production recommendation function with chat that comes from Facebook. We have not tested these features with LINE OA chat.

With these details, I would say MyAlice seems to be a solid software already even they just got started based on their current functions. One they accomplished the development of the features on their roadmap, I am sure that it will become a gem. You guys shall not miss it, or at least shall give it a try.