SmartSupp is an all-in-one solution for leveraging video recordings, live chat, and chatbot functionality to convert more visitors into customers.
Designed to assist companies with increasing conversions and sales opportunities, this chat-focused application promises an easy way to engage their target audience.
In our journey to find the best live chat software for websites, we’ve tested all the top-rated products in the market, and in this review, we uncover the pros and cons of SmartSupp.
SmartSupp is an attractive tool for e-commerce stores and online brands looking for a new way to engage and convert their target audience.
It easily integrates email inboxes, Facebook Messenger, and live chat functionality in one unified backend environment for salespeople and customer service reps.
It also has its own design tool available for creating automated bots, which can help companies manage a wider range of customer conversations.
SmartSupp Key Features
SmartSupp is an all-in-one solution for delivering customer service and engaging customers on your website.
It combines live chat functionality with bot creation and a unified inbox, where team members can track and respond to conversations across Facebook Messenger, email, and more.
With pre-built integrations already available for various e-commerce stores and website builders, such as WordPress, OpenCart, and PrestaShop, SmartSupp makes it easy to get your digital customer service strategy up and running with minimal effort.
You can either leverage an integration or copy a small snippet of code straight into the HTML of your store.
Here are some of the primary features SmartSupp has to offer:
The live chat functionality available from SmartSupp allows business owners to add a customized chat box or widget to any website in seconds.
You can personalize the widget however you like, adding your brand colors and personalized profiles for service representatives.
Each rep can showcase their own name and picture when connecting with clients to retain that human touch.
There are options for setting up status messages, changing the theme of your widget, and even altering the appearance of the chat button on your website.
The widget can adapt to deliver content in multiple languages, depending on your target audience, and can also be used to share files and other media.
You can set the system up to send automated greetings to each customer who arrives on your website, with pre-built contact forms which allow you to collect crucial information about your audience.
You’ll be able to define the operating hours for your teams and implement settings for how the chat box should operate when an agent isn’t available to deliver a response.
For instance, you can get all customer queries sent to your inbox automatically, then provide each customer with an automated message letting them know when someone will be available.
Notably, SmartSupp works on all channels, including smartphones, so your customers can still reach out to you when they’re shopping via mobile, and your agents can check messages anywhere.
As well as giving companies the tools they need to connect their service agents with customers in real-time, SmartSupp also makes it easy to build bots that automate the customer journey.
You can set up automation to deliver instant responses to customers to common questions about shipping, delivery times, and other factors.
Chatbots can be created with specific triggers, ensuring you reach out to your target audience at the right time to encourage a sale and eliminate cart abandonment.
You’ll also be able to use your chatbots to deliver upsell and cross-selling strategies.
Your Chatbot can see which products a customer looks at in real-time and use that information to deliver personalized suggestions on what they might like to buy.
The chatbots are extremely easy to build, thanks to pre-designed templates on the SmartSupp dashboard. You can access templates for FAQ bots, eCommerce shopping guides, and more.
Plus, within your admin interface, you’ll also be able to track important metrics related to chatbot conversations, examining how often a conversation is escalated to a human and how many issues are resolved exclusively by automated systems.
One of the most compelling things about SmartSupp is that it allows companies to communicate with their target audience and collect valuable information about their purchasing journeys.
The toolkit included within the platform gives business leaders insights into everything from which pages a customer visits to how long they spend on a website.
Based on the information collected, companies can create customer contact profiles, complete with information about a user’s location, which devices they use to browse for products, and how often they’ve reached out to customer service reps.
It’s even possible to leverage basic and advanced visitor details at the moment through the visitor info panel on the dashboard.
Companies can tag conversations with information about previous discussions or use insights to determine when an agent should follow up with a customer.
You can also collect extra information about the user’s experience by setting up automated review requests within the chat box.
This will ensure customers can quickly rate the service quality at the end of each discussion using a dynamic scale.
Alongside real-time and historical insights, companies can also take advantage of a video and audio recording service built into the SmartSupp app.
Visitor session recordings provide insights into a customer’s previous conversations with the company to help agents deliver a more personalized level of service.
They can also be used for training and compliance purposes.
The video recordings available on SmartSupp capture information about your conversation with customers and insights into what each customer was doing on your website.
This means you can use the recordings to spot issues or bugs on a site that might be damaging customer experience.
Users can also use video recordings to determine where they might be missing out on sales by highlighting when a customer leaves their cart.
The video recording feature is extremely easy to use, allowing users to fast-forward and rewind through every step of the buyer’s shopping experience at their preferred pace.
You can skip past inactivity points and determine potential pain points with ease. The session recordings even automatically detect when visitors go idle.
Plus, through the recordings, you can access valuable information about how many sessions a visitor has had with other team members, which pages they’ve visited on your website, and even where your customers are visiting from.
Analytics and Reports
One of the features that really helps SmartSupp to stand out compared to other chatbots and live chat tools is its reporting dashboard.
Within your account, you can click on the “Analytics” tab to track valuable information about virtually every interaction on your website.
Business leaders can monitor the number of new conversations they have with customers daily through live chat, as well as how many customers their agents are responding to.
The reviews section gives you a behind-the-scenes look at the average customer service rating you’re receiving. Plus, there are tools for tracking average response time and individual agent performance too.
The visual reporting tools make it simple to monitor your overall interactions and performance according to specific time periods. You can also export reports to share with stakeholders in your business whenever you like.
As mentioned above, the workplace and team management tools available on SmartSupp leave something to be desired.
While there are a handful of tools for setting up agent profiles and managing schedules, you’re limited in the number of ways you can engage your agents.
The best feature of SmartSupp for workplace management is the ability to split your agents into specific groups based on their skills or focus areas.
For instance, you can set up different groups for tech support, sales, and marketing teams. This makes it easier to route conversations automatically to the correct agent at any given time using automation.
Notably, each agent can also control their own profile, adding specific details about their job title, which language they want to manage their dashboard in, and their email address.
However, there aren’t many options available for agents to monitor their own performance or quickly transfer conversations to other agents when necessary.
Overall, SmartSupp is an effective tool for customer service and sales. It makes it easy to keep track of conversations in one place and learn more about the customer journey.
Moreover, thanks to its simple dashboard, learning how to use this tool doesn’t take much time or effort.
Some of the biggest pros of SmartSupp include the following:
- Easy integrations: SmartSupp can quickly and easily integrate with a range of tools, from e-commerce website builders to HTML site builders, Facebook Messenger, and email inboxes. However, it doesn’t have integrations available for video conferencing tools, telephony solutions, or various social media channels.
- Customization: The customizable live chat widget available from SmartSupp is easy to use and attractive. You can personalize everything from the color of the widget to the button customers click to connect with agents and even automated messages.
- Insights and reports: The analytics and insights available from SmartSupp are excellent. Business leaders can track everything from which pages a customer visits when using an online store to how long they spend chatting with agents. It’s even possible to monitor customer satisfaction with automated reviews at the end of each conversation.
- Chatbots: SmartSupp has its own convenient chatbot builder, complete with templates to help businesses get automated self-service solutions up and running as quickly as possible. The automated bots have their own analytics section, so you can track how often each bot resolves an issue or passes a conversation to a human.
- Ease of use: SmartSupp is extremely easy to use, with a convenient back-end interface and a fantastic mobile app team members can leverage on the go. The tools take very little time to set up, and there’s plenty of guidance available when you first create an account.
- Video recordings: The video recordings feature is a unique component of the SmartSupp solution you won’t find on most alternative platforms. It makes it easy to monitor every part of the customer journey and pinpoint pain points or potential issues on your website.
Although the benefits of SmartSupp will generally outweigh the negatives for most companies, there are some slight issues you might encounter when using this service.
Here are the main disadvantages I encountered when using this tool:
- Limited integrations: SmartSupp doesn’t connect with quite as many communication tools as some other alternative products on the market. You won’t be able to easily connect your solution with telephony apps, external video conferencing tools, and social channels.
- Team engagement: While there are tools for setting up customer agent profiles and groups, SmartSupp doesn’t have a lot of tools available for team engagement. It’s not as simple to transfer conversations between agents as you might think, and there aren’t any options for agents to work together in group conversations.
- Limited free plan: Although the free plan on SmartSupp may be appealing to budget-conscious businesses, it only comes with a 14-day conversation history and will only allow one agent to have up to 100 conversations per month.
SmartSupp Plans and Pricing
SmartSupp offers 3 premium plans, as well as a “forever free” package for business owners. You can choose to play for your plan either on a month-to-month basis or with an annual subscription.
Choosing the annual subscription will save you around 20% on the price of the software.
The free plan is ideal for testing the features of SmartSupp, with support for live chat, 1 agent, and up to 100 conversations per month.
You can also leverage a 14-day conversation history. However, you can’t integrate email, Facebook Messenger, and other tools.
The paid plans include the following:
Standard: $25.50 monthly for up to 3 agents, unlimited conversations, and 1 year of conversation history.
You can also create unlimited chatbots (for up to 100 conversations), integrate email and Facebook Messenger, and engage visitors with 5 automatic messages.
The Standard plan also includes basic statistics and 10k video recordings per month.
Pro: $60 monthly for all the Standard plan features, plus 3 years of conversation history, 500 chatbot conversations, 10 automatic messages, and 50k video recordings each month.
You’ll also get REST API access, data exports, comprehensive team stats and routing capabilities, and more advanced customization features.
Ultimate: Custom pricing for all the features of Pro, plus custom limits, custom agent numbers, AI conversational chatbots, dedicated customer success support, and payments via wire transfer.
How Does SmartSupp Compare with Other Chat Software?
SmartSupp Vs LiveChat
LiveChat offers many of the same features as SmartSupp, including a unified inbox for customer service, in-built analytics, and the ability to build your own chatbots.
However, LiveChat integrates with a wider range of platforms and channels to communicate with your audience across SMS, social media, and other tools.
LiveChat also has better tools for managing teams, including solutions to help you predict how many staff members you need to be working with at any given time.
However, it can be quite expensive to leverage if you have a lot of agents.
SmartSupp Vs Tidio
Like SmartSupp and LiveChat, Tidio also provides business leaders a way to unify multiple communication channels in a simple inbox.
You can track conversations across various social media and messaging apps with Tidio. Plus, the solution has its own built-in email marketing service, with email validation and automated email campaigns.
Tidio allows you to create your own chatbots, like SmartSupp; however, no video recording feature is included for tracking your customers’ purchasing journeys.
The solution can also be a little more complex to use if you’re leveraging APIs alongside integrations. Tidio is also a little more expensive, as it’s priced per month, per agent.
SmartSupp Vs JivoChat
JivoChat is a popular omnichannel communication platform that supports a range of channels you won’t be able to access with SmartSupp.
As well as being able to leverage messaging and live chat with JivoChat, business leaders can also take advantage of telephony connections and video conferencing tools.
SmartSupp does have more insights available than JivoChat, thanks to its video recording service, however JivoChat has its own tools for monitoring and managing the customer journey.
On the other hand, JivoChat doesn’t give users as many options for creating automated responses or proactively engaging visitors on a website.
SmartSupp User Reviews and Testimonials
SmartSupp is highly rated on major review platforms. The number of SmartSupp reviews is comparable with LiveChat, Tidio, and other popular live chat software.
|Platform||Star Rating||No of Reviews|
|G2||4.6 / 5||114|
|Get App||4.7 / 5||309|
|Capterra||4.7 / 5||309|