G2

Fay L.

Digital Product Owner

Enterprise (> 1000 emp.)

6/25/2024

"Great product with fantastic support and frequent enhancements"

5/5

What do you like best about TrueEngage?

TrueEngage offers a much better messaging widget for Genesys than the standard Genesys widget, and it is constantly being enhanced to add new features. It was simple for the development team to add the widget to the website, and the API allows us to send data on customer activity which we can use in our analytics. It is very easy to configure the messaging widget, turn it on/off, and you can set rules for which pages it appears on and restrictions based on queue capacity. I have found TrueEngage to be very responsive to our suggestions for enhancements so that we can make the product fit with the way we want to manage our work. We are not using all the different channels yet but it is good to have the option to do this without additional cost. Review collected by and hosted on G2.com.

What do you dislike about TrueEngage?

There have been a few issues as it is a relatively new product, but these have never been big problems and have always been resolved swiftly. I feel like we have received a very personal service where we have raised any support issues. Review collected by and hosted on G2.com.

What problems is TrueEngage solving and how is that benefiting you?

Our previous messaging solution on the website was a 'contact us' form and did not allow for a two-way messaging experience or directly integrate with Genesys. TrueEngage allows a two-way conversation with a customer and directly integrates with Genesys, so enables our agents to manage customer queries more effectively. It also allows us to send some data on the customer to Genesys based on their logged in information (e.g. name and account number) without them having to enter it. As each message can be associated to a unique ID, the conversations can continue across different devices. Review collected by and hosted on G2.com.