Chatlio

Chatlio

4.3
(81)
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Chatlio provides live chat that works with Slack.

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Showing 81 Chatlio reviews
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Dan M.
Validated Reviewer
Verified Current User
Review Source

"Positive Experience Overall"

What do you like best?

First of all the setup is simple and the solution is easy to use. We haven't had a any complaints about the technology for nearly two years now. The integration with Slack is huge as we do nearly everything else there including phone calls. Great that we get all our users onto the chat option for a reasonable price given our low volumes, transactions, (cost as a client). Love automatic status updates on website widget based on who on our end is available for questions in Slack. Decent widget options, settings, config, etc. Area for Segment integration is nice as well as webhooks for the various touch points in a conversation/chat.

What do you dislike?

Honestly the only thing I have disliked is that they shut us off once over $45, without sufficient notice IMHO. Our card had fraud so was waiting for new one in mail. They ran card once, failed. Then they literally just gave me 3 days to notice (no one called me or reached out). This was about 2 years ago though and haven't had issue since and have had same issue with card needing updated so they fixed based on our discussion or others like it. Only other item is reporting. Limited but assuming no one has pushed them to build it out given the webhooks and segment integration, etc.

Recommendations to others considering the product:

I'd highly recommend giving them a hard look for your needs.

What problems are you solving with the product? What benefits have you realized?

Chatlio enabled us to get our website visitors supported by all our users to help tremendously with coverage for helping our website visitors. We also now are able to seamlessly get the data sent elsewhere for relating to other data sets. The price is great as not based on users and tied more to function, cost or T&M.

High level benefits are we have improved chat access/availability to our patients, gained another tool to gauge employee engagement with our patients, gained ability to get data to our other data sets, reduced cost and complexity, improved end user experience, etc. Bravo to Chatlio!

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Toma S.
Validated Reviewer
Verified Current User
Review Source

"The Live Chat application to rule them all"

What do you like best?

Its easy integration, quality, simplicity, innovative approach and outstanding support team.

What do you dislike?

Frankly, there isn't one thing that I dislike about it.

Recommendations to others considering the product:

We had been working on implementing a live chat feature to our service for a very short time and as soon as we came across Chatlio and saw that we were able to integrate it with Slack, we knew it was the right product for us. It is truly amazing, was incredibly easy to implement on our back end and has been a success 2 years in a row. Our subscribers are loving the ability to simply chat us up about a questions rather than call or write an email. We are able to provide instantaneous solutions and share links with ease.

What problems are you solving with the product? What benefits have you realized?

Real-time assistance to policymakers when time is of the essence.

It has reduced the number of phone calls we receive thereby providing our team with more time to focus on other tasks at hand. It has also enabled us to provide a quick and reliable support to our subscribers.

What Live Chat solution do you use?

Thanks for letting us know!
Chris D.
Validated Reviewer
Verified Current User
Review Source

"awesome product"

What do you like best?

We're already on Slack all day, so Chatlio brings our customer communication into the same place. That lets us handle those requests in our normal flow of work. We got Chatlio up and running in minutes, and it's been fully stable and low maintenance over the last two years.

What do you dislike?

Honestly, I don't have any issues with Chatlio. I spent a few minutes installing it two years ago and it's been humming along ever since, giving us all these benefits with zero effort on our part.

Recommendations to others considering the product:

Do it!

What problems are you solving with the product? What benefits have you realized?

Chatlio lets us get direct access to sales leads and customers. We have it on our marketing site as well as inside our SaaS product. On our marketing site, we've been connected to people who have reached out to us to buy or even invest. On the product side, we hear about issues that might otherwise go unmentioned. This is all because Chatlio gives those people an easy channel to reach a real person. They get to talk to us right away, without having to deal with the hurdles of a support page/form/lag time.

Heather D.
Validated Reviewer
Verified Current User
Review Source

"Great platform, great support"

What do you like best?

The widget was super easy to integrate and I appreciated the free month trial. We were also able to hide the widget and use the API to enable live Slack chat on our website with our own custom UI.

What do you dislike?

Account management is tricky... I couldn't add a user to my account if they already created their own account. I also was double charged somehow for a couple of months, but they reversed the charge and even gave me a small refund. Also the API doesn't include events for when the agent is typing in Slack.

Recommendations to others considering the product:

This works with Slack, so make sure you understand how Slack works first.

What problems are you solving with the product? What benefits have you realized?

Instantly chat with customers with absolutely minimal setup. We were able to prototype chat interactions to evaluate with customers, and had valuable learnings from these prototypes using the Chatlio/Slack functionality.

Stephan S.
Validated Reviewer
Verified Current User
Review Source

"Best way to connect with customers"

What do you like best?

I love the integration features. Formerly we used Hubspot, and found it was a mess. The ability to handle and share conversations in Slack is amazing, and the reason we switched. It's 100% worth the pain and effort to switch from Hubspot Messenger feature. We would love to see Chatlio expand the integration to allow more and varied interactions.

What do you dislike?

The lower end subscription could use or operators. The 50$/month is a bit steep. At lease for startups.

Recommendations to others considering the product:

Would it be possible to watch customers on the site, and based on activity open a call conversation with them directly?

What problems are you solving with the product? What benefits have you realized?

We want to connect with customers as fast as possible. We love the feature that lets us know how long a customer has waited for feedback.

John F.
Validated Reviewer
Verified Current User
Review Source

"Simple and Cost Effective Solution"

What do you like best?

The best thing for us is the simple integration with Slack. It allows us to distribute support requests to our entire team without additional overhead.

What do you dislike?

For our purposes, we haven't encountered any problems. And as we haven't reviewed our solution in a while, there's a good chance there are new features available to us that we have not taken advantage of yet.

Recommendations to others considering the product:

It's very easy to implement, so worth taking a trial run with it!

What problems are you solving with the product? What benefits have you realized?

We're primarily using Chatlio to offer real-time support to our clients. It's made it easier for our clients to reach out for support before they get frustrated, and easier for our team to communicate using the same tools we use for other areas of the business.

Philippine R.
Validated Reviewer
Review Source

"Nice chat tool for Slack-centered businesses"

What do you like best?

The Slack integration integrates Chatlio to your Customer Success routine super easily (no additional tool). The commands are pretty easy to master, and the single channels created for each conversation makes the access to history for each user super handy for all agents.

What do you dislike?

You do not get a notification when a user quits then rejoins the conversation, which creates frustration on both sides sometimes. Make sure the chat is implemented on all pages for a continuity in the conversation & navigation.

Recommendations to others considering the product:

If your Customer Success/Support team is already using Slack and you are looking for a tool dedicated to chat exclusively, then Chatlio might be the slolution for you.

What problems are you solving with the product? What benefits have you realized?

We are making it easier for users or prospects to contact us for more information. It's time-saving for some tickets and creates an open door for users who just have a short time to spend on our page. Easier than an actual ticket & emails.

Catalina C.
Validated Reviewer
Review Source

"This is a great tool"

What do you like best?

There are two main things we love about Chatlio:

1) The information we can see from clients as soon as they start talking to us in the chat (the location, local time, browser, etc.)

2) The general reports with the number of conversations per agent

What do you dislike?

The overview of the reports section is lacking graphics. It would be user for us to take decisions based on the reports if we did not have to download the reports but if we could easily see them in the platform directly.

Recommendations to others considering the product:

- There are two main things we love about Chatlio:

1) The information we can see from clients as soon as they start talking to us in the chat (the location, local time, browser, etc.)

2) The general reports with the number of conversations per agent

- The only thing we would like Chatlio to improve in the short-term is the overview of the reports section, which is lacking graphics.

What problems are you solving with the product? What benefits have you realized?

We needed a Chat tool that we could integrate to Slack, where multiple people would be able to see the conversations and reply to customers.

About the benefits:

1) The information we can see from clients as soon as they start talking to us in the chat (the location, local time, browser, etc.)

2) The general reports with the number of conversations per agent

Will M.
Validated Reviewer
Review Source

"Great lightweight Customer Chat to Slack app"

What do you like best?

Super lightweight and easy to set up. Instead of trying to do EVERYTHING like so many chat apps, Chatlio sets out to fulfill a simple promise - sleek customer service chat directly in your Slack channel. This has been perfect for us, and they keep on releasing new features to their core tool that pleasantly surprise (rather than spending all their time on completely new features to charge extra money for!)

What do you dislike?

The price used to be a bit high, but since they've added new features I feel it's a great value once again. There's very little I dislike about Chatlio - they know what they do, and they do it well.

Recommendations to others considering the product:

Want to chat with your customers inside of Slack? Try this!

Want all the other exotic features being touted by chat bots these days? Then try something else...

What problems are you solving with the product? What benefits have you realized?

We use Chatlio to offer customer service chats on all our sales pages and checkout pages. It's been perfect for quick sales chats - everybody in my team sees the sales request come through, and it's a mad dash to claim it for their own. People rush to close open leads now, and we're answering in real-time rather than via email or something else where the response rate would drop.

AC
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Chatlio - Bittersweet Review"

What do you like best?

What I enjoy most of what Chatlio has to offer is providing a service that allows me to connect to customers on a personal level. They provide a ton of great features that allow their clients to help their process simpler. For example, they are capable of syncing up the chat to Slack so that multiple people on a team can help answer a live chat question right from Slack.

What do you dislike?

Although there is documentation and support, I have been left with a cold shoulder on an issue that hasn't been resolved yet from the 3 times I have asked for help. I understand that my bug is not a common bug but not being provided affirmation to the issue is what I dislike.

Recommendations to others considering the product:

How do you think having this service will scale long term and do you find yourself removing this service. How would your customers feel if you had a service they enjoyed using and then it is taken away?

What problems are you solving with the product? What benefits have you realized?

As we were starting an ecommerce store, there are bound to be a ton of questions from customers so Chatlio helped us by providing a tool for people to communicate to us. It helps us find bugs and patterns in the questions that people have so that we can improve on our product.

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great tool that integrates seamlessly with our product!"

What do you like best?

I love home seamlessly Chatlio integrates with our product. I especially enjoy integrating Chatlio with our Product and Slack. Our company utilizes Slack every single minute of the day, and the fact that we have this chat widget integrated with Slack is extremely key for full transparency.

What do you dislike?

Dashboards and reporting are somewhat limited. I would love to see improvements on how I can present data on particular users. Unique and sometimes lengthy data dates can take an unnecessarily long time to load (and sometimes it does not load at all). I usually end up exporting the data and importing the data into a reporting tool to better view my company's data. This is an unnecessary step I would love to avoid in the future.

Recommendations to others considering the product:

Chatlio is a great tool that integrates very easily with other Products. I would recommend this product for anyone interested in a live chat tool.

What problems are you solving with the product? What benefits have you realized?

I am able to provide real-time support with our Product users 24 hours a day with a global support team. I have realized that having someone able to assist the moment someone needs help really goes a long way in terms of customer satisfaction. Chatlio has allowed us to really put our support team above our competition with the timeliness of our assistance.

UM
User in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Great chat tool"

What do you like best?

We love that Chatlio integrates with Slack. We can help our customers in the same place that we are helping each other, and don't need another app. The ability to select the times we are available and customize the widget very easily means I don't have to bug our developers every time we want to change something.

What do you dislike?

Chatlio doesn't have the ability to program in holidays, so sometimes we get chats on days the office is closed, and we didn't remember to turn it off in the morning. Also, sometimes when we change the settings, they don't seem to save and I have to change them again.

Recommendations to others considering the product:

It's great!!

What problems are you solving with the product? What benefits have you realized?

We have a B2B product with a long sales cycle. We needed to make it very easy for customers to get in touch with us, because the sooner they do that the more likely it is they will buy something. By having the chat, and allowing it to pop-up on certain pages our customers tend to get stuck on, we have started many dialogues with the sales and support teams.

Raya W.
Validated Reviewer
Review Source

"Super easy app with super customer service"

What do you like best?

Our company is 100% virtual, global, and serving thousands of customers worldwide. Before switching to Chatlio we struggled to keep up our high service standards. Since switching to Chatlio about 2 years ago we enjoy user-friendly chatlio. We easily retrieve chat transcripts, and appreciate their very responsive customer service. There's hardly ever a problem, and if so, it's typically our mistake - but their response times and collaborative spirit is so helpful! Highly recommended!

What do you dislike?

No dislikes. Great product with great service.

Recommendations to others considering the product:

Easy to switch. Easy to use. Super attentive customer service.

What problems are you solving with the product? What benefits have you realized?

Our virtual team can easily share Chatlio info. We have separate channels for incoming sales and customer service chats, and both teams access all easily. Historic data easily managed. Easy to pass chats from one team member to another. Reporting options excellent and easy to see trends. New team members easily become fluent in Chatlio use. Can't imagine how we'd manage incoming sales and customer service now without Chatlio!

Parker S.
Validated Reviewer
Verified Current User
Review Source

"Easy to implement, flexible features"

What do you like best?

The integration path was straightforward, and the slack integration made it easy to implement in our business. We were able to set up a flexible set of processes without too much effort, hiring customer service agents was simple, and visibility was great.

What do you dislike?

More control over the front-end javascript would be nice (styling especially). We passed on initial design requirements because the chat popup did not seem especially configurable in its appearance.

What problems are you solving with the product? What benefits have you realized?

We are better able to connect with users that have not yet signed up. Rolling our own chat feature would have been simple, but the additional notification/history/tracking/information prompts were a definite value add.

Josh P.
Validated Reviewer
Verified Current User
Review Source

"If You Use Slack, Use Chatlio"

What do you like best?

Everyone needs live chat on their eCommerce site. Having a separate app for live chat customer support when you already have Slack would be boring. With Chatlio, it's just in Slack. That and the super simple WordPress plug-in that made adding Chatlio to our site almost no work is why I recommend Chatlio strongly if you have a business that runs on Slack, and sells stuff with WordPress site.

So simple, fewer moving parts, 5 stars.

What do you dislike?

It takes a little longer to learn the interface, beacuse it's Slack slash commands and stuff then I bet a standalone would take to learn.

What problems are you solving with the product? What benefits have you realized?

Have live chat.

Tael P.
Validated Reviewer
Verified Current User
Review Source

"Very usefull"

What do you like best?

We do really like the setup process with Slack that is very fast. Also the customisation of the widget is nice. The people are happy to get fast help when they need it.

What do you dislike?

If I can only change one things, it would be the UI of the admin, that is not as nice as the front widget

Recommendations to others considering the product:

There is a fast setup when you are using this webapp, and it is very stable, we use it now for 2 years and we never had any trouble with Chatlio.

What problems are you solving with the product? What benefits have you realized?

We have Chatlio on pricing page and for premium Users (we are a blogging company)

Kelly P.
Validated Reviewer
Review Source

"Chatlio Implementation Quick and Easy!"

What do you like best?

Transcendent enjoys the monthly reporting to see which chats were accomplished and the length of time on each chat. Reporting is an important indicator of how well our company is performing in terms of customer service and also in our sales department to convert leads and answer questions quickly for new prospects.

What do you dislike?

We would like to see more of a chat bot feature where we can pre-determine question and answers instead of candid answers. We would like the ability to put the chat into off mode but still be handled as if a person was talking to them as a chat bot would when we are out on calls.

What problems are you solving with the product? What benefits have you realized?

We are able to see the traffic volume online, which chats we are missing, what opportunities are coming in from our website, and how quickly we are responding to customers.

Meni S.
Validated Reviewer
Verified Current User
Review Source

"Basic use, I wish it had more capabilities"

What do you like best?

Ease of use.

It's very easy to create a chat and integrate to Slack and implement in web site

What do you dislike?

Dashboard a bit buggy, we have 2 projects under same account, easily confused between them and accidentally delete data from the wrong one.

I would like more options:

1. Ability to ask guiding questions which at the end provide a link to FAQ which is optional instead of engaging chat.

2. Would like to export all chats but since they are in sub-chats in slack I don't have any option.

What problems are you solving with the product? What benefits have you realized?

Integrated in our Marketplace website, during business hours.

Pierre A.
Validated Reviewer
Verified Current User
Review Source

"chat integrated within Slack"

What do you like best?

the greatest feature is Slack integration which makes it possible for us to share chats, to use it on smartphones, to copy paste within our favorite app (slack). We also value greatly Chatlio support.

What do you dislike?

Not much actually. Maybe some more flexibility with the way incoming chats are presented to Slack, maybe as well a possibility to integrate with Stripe, more ideas than dislikes actually...

What problems are you solving with the product? What benefits have you realized?

we're closing more sales thanks to our capabilty to respond quickly and efficiently to our customers. We're focusing a lot on our NPS, Chatlio is key to it.

A
Administrator
Validated Reviewer
Review Source

"Chatlio is Wonderful!"

What do you like best?

Chatlio is an excellent livechat support feature. You can easily customize the template, hours of operation and more. Our version of Chatlio is linked to Slack. Slack is how our Chatlio talks to us; it allows everyone in the office the opportunity to read tech support questions to filter who is best suited to answer. We have never had any issues with Chatlio, including no disruptive maintenance. There are multiple subscription levels that allow you to expand your chat resources to more people in the office, and be able to store all conversations in an archive. We only have one site we would need Chatlio for; however, one subscription gives you access to as many sites as necessary.

What do you dislike?

The integration process with slack can be difficult, especially if you have a small implementation team. Once you have the Chatlio feature, people on the other end have no way of minimizing their chat button. Sometimes our users need to look at information that is covered by the button but overall this is really not an issue.

What problems are you solving with the product? What benefits have you realized?

Chatlio allows us another option besides phone and email for customer support. It gives users a "quick question" option that gives our support team plenty of time to respond. Like I said before, we use Chatlio through Slack. Everyone in our company has the ability to look at the chats coming in, which allows us to answer based on areas of expertise. It reduces the number of phone calls which gives us time to prepare better answers for our clients.

Shalom P.
Validated Reviewer
Review Source

"Integrating Chat with Slack: Brilliant!"

What do you like best?

All of our Slack users can help field field live chat requests. Since everything runs in Slack, it's one less system that users need to log into.

What do you dislike?

Not being able to assign offline message requests to users to insure that users are followed up with and don't get overlooked.

Recommendations to others considering the product:

Great if you are a Slack centric shop. Simple to use, but takes a little training to get users up to speed on how conversations work.

What problems are you solving with the product? What benefits have you realized?

Allows us to have multiple departments working together on same chat conversation as need. Customer service, engineering and sales can all be pulled in as needed. And since it's all running in Slack, no extra platform for users to have to log into.

EI
Executive Sponsor in Internet
Validated Reviewer
Verified Current User
Review Source

"Simple Chat Widget with Slack"

What do you like best?

Ease of integration into our site and it's seamless integration into our Slack channel.

What do you dislike?

There's really not a ton of dislikes. I'd say that having other default skin/styling options and chat behavior might be a nice addition

Recommendations to others considering the product:

Make sure you have the right staff on hand to respond to Chat messages in Slack. Since this is integrated directly into Slack and if you are a person like me that gets tons of Slack messages, you may want to tweak your Slack notification settings to ensure you don't miss a customer's chat message.

What problems are you solving with the product? What benefits have you realized?

The ability to quickly respond to customers' needs and have that filter into our existing communication channels, Slack being the primary channel.

Debbie M.
Validated Reviewer
Verified Current User
Review Source

"Great integrated chat for a company website "

What do you like best?

Really easy to setup and add to any website, tool has worked well for us.

What do you dislike?

Would be good to have more than two people able to respond to request on the starter price plan

Recommendations to others considering the product:

Excellent good value chat facility

What problems are you solving with the product? What benefits have you realized?

It allows the company to be able to interact immediately with online enquires about our products in the website. The chat room is easy to use and respond to we have integrated into our slack channel.

A
Administrator
Validated Reviewer
Review Source

"The bottom line: Chatlio makes us more profitable."

What do you like best?

One thing that made Chatlio stand out to us was the direct integration with Slack. Our team was quite frankly annoyed with chat apps requiring them to keep another browser tab or window open and as a result, we always had less agents available than we should.

With Chatlio being baked right into Slack, our internal team communication tool, the entire team is always ready and available to answer chat requests.

What do you dislike?

I can't name any major, or even minor, complaints with Chatlio. We have used the service for years and have always been very happy with price and performance. Whenever there were concerns or questions in the past, Chatlio was always quick to resolve them.

What problems are you solving with the product? What benefits have you realized?

We needed a way to easily connect with our B2B clients that use our online ordering portal. Chatlio has enabled us to retain more sales by meeting the customer where they are (online instead of on the phone) and reduced strain on our phone sales staff.

U
User
Validated Reviewer
Review Source

"Customer Service Made Easier"

What do you like best?

Chatlio's easy integration with Slack makes responding to private inquiries an absolute breeze. It's not easy managing communications between the company and a consumer. Often, in the midst of busy workloads and hectic schedules, these communications can be lost to the void. With Chatlio, we're able to not only manage communications easier, but without failure on our behalf.

What do you dislike?

Not necessarily a dislike, but I wasn't sure when I first started using the software if I'd be able to save the chats to an external platform. Once I realized I could export chat transcripts, life became a breeze.

Recommendations to others considering the product:

Use this if you want to be able to respond to customer inquiries in an easier, better streamlined process!

What problems are you solving with the product? What benefits have you realized?

Chatlio improved our customer service quality tremendously. Being able to see messages, live and recorded, made the process much less complex than what me and my team were accustomed to. It also allowed for more higher level analysis of those needing our assistance, letting us identify issues as we were able to document and record them better as they came in through our live feeds.

Kate from G2

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