Overall very good customer and call center agent feedback – interface is easy to use and very user friendly.
Implementation went superb with onsite training of new agents and in close collaboration with both team managers, project manager and our online specialists.
Conversion rates around 13% after implementation of simple chatbot/script, giving more sales related inquiries.
Better customization of design and video chat picture size. I would prefer more basic administration options, like changing opening hours, creating/changing user profiles etc.
Outcome reporting and customer feedback could be more detailed and accessible on orders. These things should be standard out-of-the box.
Higher conversion rates in our web shop, giving the user/buyer the option to interact with our sales team if in doubt.