In principle, using this software seemed very innovative and interesting. The icons are clearly understandable when handling the software, I can see who is online and available as an operator at the right time. It also shows me when someone is writing and that is very useful for me.
I think that until now I have not noticed any negative aspect to provide support but if I would like them to change the design a bit since it can be seen as old. I think they need a more youthful design to get more attention.
I highly recommend this software. Customer service is always available and very useful. The software is easy to use and to implement.
One of the biggest problems I've solved using provide support is that it offers me the ability to transfer ongoing conversations between agents. The other agent can follow the case and respond in seconds. It is useful when an agent does not have the knowledge to solve the case. Thanks to the transfer of chats, there is no delay, which increases customer satisfaction.