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Out of the box it’s great. And the free features are killer. The problem comes when you try to do anything outside of the box. Good luck. I had 3 websites with them and I was trying it out for free before deciding if I would upgrade in the future. I was trying to simply remove the plugin for certain pages while keeping it on others: I have an autopsy page and it was a bit tasteless having live chat next to human remains. The support guys told me they didn’t “have time” to help me and suggested I hire a developer to help me with simply editing the embed code. I was nice about and tried it on my own anyways. They gave me a hint and I tried for hours unsuccessfully. I’m a doctor and I’ve been building websites for 10 years. I’m a pretty clever guy but I still wasn’t able to figure it out alone.
They offered to help only at the end once I said I was switching back to another service but it was a bit too late. Then they just accepted that I was leaving and said “okay” instead of apologizing, sending a resolution, or making a tutorial and linking it. Even if just for future users they should have at least tried. They simply didn’t care that they were losing business. I think these guys put 100% of their time and energy into coding and design and absolutely none into sales training/quality assurance/customer relations. They don’t seem to fight for their customers and I only spend money on things that have amazing support. It sucks too. It’s the nicest chat interface out of the ones I tried, but the basic functionality, and more importantly the personal interaction between the support and customer just wasn’t there.
This is a great app but the support has the feel of some college level kids that are a bit in over their head. Who tells a potential customer “we don’t have time to help you”? I would have expected documentation, a link to a tutorial, a toggle on/off button for each page in the dashboard or plugin page or even the explanation that this option does exist but only as a premium feature in the paid version. Am I really the first person to need this function? Instead I was told they didn’t have time to help. They left me to figure it out myself and they lost my business in doing so. It’s pretty hard for a free service with a great design to lose me to a paid service with a worst design, but these guys managed to pull it off. Hope they take this as a lesson learned.