Smartsupp

4.6 (343)
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Smartsupp–Live Chat, Chatbots, and Video Recordings

Overall rating

4.6 /5
(343)
Value for Money
4.4/5
Features
4.4/5
Ease of Use
4.8/5
Customer Support
4.5/5

95%
recommended this app
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343 Reviews

Luca
Luca
Overall rating
  • Industry: Furniture
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

GREAT WEB CHAT

Reviewed on 04/10/2019

We have been with them for 2 years and the service satisfies us.

We have been with them for 2 years and the service satisfies us.

Pros

Low prices, good customer support, video recording on the site.

Cons

Missing the possibility to send attachments or more integration with the cms (example prestashop)

Alternatives Considered

Zendesk Suite

Response from Smartsupp

Hello, Luca, thanks a lot for your review. We are glad you have been with us for 2 years now and we hear your concerns.
The file-sharing option will be ready in the new chat widget, which should be out this month. You can read more about what new chat widget brings here: www.smartsupp.com/blog/new-smartsupp-widget/
We became an official partner of prestashop and the integration is available. You can find it here: https://www.smartsupp.com/help/#integrations

All the best, Michaela

Matej
Overall rating
  • Industry: Import & Export
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Smartsupp is great "colleague" :)

Reviewed on 18/04/2023

We have an eshop that focuses on selling necessities for infants and newborns. So we get questions...

We have an eshop that focuses on selling necessities for infants and newborns. So we get questions from moms every day. It performs the function as we imagine it.

Pros

At first we added default easy entry questions. 50% off all first questions are automatically answered to our customers. With customers questions we are learning about our product content, so we know where to improve.

Cons

I cant think of anything at the moment. I am satisfied with Smartsupp.

Jeroen
Overall rating
  • Industry: Retail
  • Company size: Self Employed
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Watch out for tis company

Reviewed on 22/02/2023

Bad support, not customer friendly. Never again

Bad support, not customer friendly. Never again

Pros

it's a overpriced chat solution. Nothing more

Cons

in 4 years the price gone up with 143%!! without shame. There is no added value, they do find it normall that a product that cost less than 100 euro is after 4 years almost 250 euro.

Dawid
Overall rating
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Smartsupp Review for Concstruction industry

Reviewed on 01/06/2023

Better feeling to talk with clients than messenger. Simple configuration.

Better feeling to talk with clients than messenger. Simple configuration.

Pros

Simple UI and Multilangual configuration for webside

Cons

I need to login every time to Smartsupp App on PC, using the App should be better

Tardzenyuy
Overall rating
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

The best Customer support bot

Reviewed on 06/04/2023

I have been using smartsupp in my academic website where i sell articles. It helps in customer...

I have been using smartsupp in my academic website where i sell articles. It helps in customer retention

Pros

Previously, i was using a different chatbot from another company. When i started using smartsupp free package, i realised that their services were so good. That is why i had to upgrade to the standard package. I will recommend other persons to use Smartsupp on their website. However, i could subscribe for 1years if their monthly cost is reduced to 10$

Cons

Their pricing is too high as compared to other companies

Rafał
Overall rating
  • Industry: Wholesale
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Polecam

Reviewed on 09/05/2023

Pros

very simple to do i vert recomended , it okk app to use every day

Cons

very simple to do i vert recomended , it okk app to use every day

Giovanni
Overall rating
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Best LiveChat app ever!

Reviewed on 10/04/2023

We have been customers for two years now, and the tool meets all our needs. It is easy to use and...

We have been customers for two years now, and the tool meets all our needs. It is easy to use and can be integrated into all major platforms.

Pros

Is the best tool for customers and the support team

Cons

They have raised the price several times in recent years

Dániel
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Review title

Reviewed on 22/05/2023

Easy, usefull. Professional

Easy, usefull. Professional

Pros

the chat program is easy to use for me and my colleagues

Cons

the chat program is easy to use for both me and my colleagues

Yoana
Overall rating
  • Industry: Furniture
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Product

Reviewed on 17/03/2023

the experience is great and the product help for close purchase

the experience is great and the product help for close purchase

Pros

The product is easy to use and i can answer the questions of my clients

Cons

Is very difficult integrated with google analytics or google ads

Alternatives Considered

LiveChat

Reasons for Switching to Smartsupp

best price
Maros
Maros
Overall rating
  • Industry: Maritime
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Unreliable

Reviewed on 28/10/2020

Great when it works
Constant uncommunicated changes to how stuff works

Great when it works
Constant uncommunicated changes to how stuff works

Pros

Imagine, that you open your website one day and the chat has changed.
The functionalities have changed, so that everything works different.
The email notifications have changed and are sent from a different email address. You lose a couple of days until you realize what has happened.
Smartsupp has changed stuff in the past without notice, but in Oct 2020, they just replaced the whole product for a clone of the competition without any warning.

The fact that you can't rely on anything is the main issue. Otherwise, the price is affordable and if you don't need support (a bot would probably do a better job of helping with anything).

If you don't like an unreliable product without efficient support, look elsewhere.

Cons

Unreliable
Rigid and hard to adjust behavior

Verified Reviewer
Overall rating
  • Industry: Business Supplies & Equipment
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Fantastic live chat service

Reviewed on 23/09/2021

We use Smartsupp for two separate domain websites. Mainly, we wanted to use a live chat to provide...

We use Smartsupp for two separate domain websites. Mainly, we wanted to use a live chat to provide additional support for people browsing our site. It so far has far exceeded our expectations. Within the first week, we helped facilitate nearly a dozen orders and interacted with over 100 people on both of our websites.

Pros

Of course, the free account version may be the best one out there. The plan is limited to 100 chats per month, but users should be able to gauge any ROI by that point to justify increasing their plan (which is very reasonable compared to other chat services). Conversations work great! Since it is a browser-based chat, set-up time for multiple CSR's was very low. Detailed visitor information is a fantastic feature as well. Automatic messaging also helps spur conversation when visitors land on certain pages, etc.

Cons

Some of the UI and settings can sometimes be wonky. Compared to other chats, there are far fewer features that can be utilized, making it more of a bare-bones chat to use (which isn't really a bad thing). Their company is based in Europe, so you need to keep that in mind when using their customer support.

Alternatives Considered

HappyFox Help Desk, LiveChat and Social Intents

Reasons for Switching to Smartsupp

Price point was the main reason. A lot of the chat software that I saw makes you pay for every agent. Pricing racks up fast if you're adding 3-6 agents to facilitate two websites. Smartsupp includes 3 agents for free and allows for agent jockeying if someone is out.

Response from Smartsupp

Hello.

Thank you for your review. We appreciate that you took the time to share your rating with us. We are glad that you have a great experience with Smartsupp. :)

If you have any questions or suggestions for improvement, don't hesitate to contact us at [email protected]. We'll be happy to hear from you.

Have a great day!

Ondrej
Overall rating
  • Industry: Medical Devices
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Very useful for reporting and analytics, overall great experience when compared to competition

Reviewed on 15/03/2021

I am using it for 3 years on different web sites and I am very satisfied with the features. It does...

I am using it for 3 years on different web sites and I am very satisfied with the features. It does everything I need and even more.

Pros

Definitely the most useful feature is the reporting and analytics possibilities of video recordings. The product is very easy to use both in the web app and smartphone app. Also, the chatbot feature and text shortcuts are very useful. Deployment of the service is super easy. There is even a wordpress plugin available.

Cons

I would appreciate having the possibility to customize the chat widget more, so we can stand out of the competition who uses the same service.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Good value for money

Reviewed on 29/03/2023

Pros

We liked online chatbot, many of our customers use it to contact us. Videos of customer experience are very important and useful too. If something doesn't work, you can easily see it.

Cons

The interfaces and analytics. A bit boring interfaces and not the most handy ones.

Paula
Overall rating
  • Industry: Restaurants
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

easy to use and practical

Reviewed on 13/03/2023

In general I am quite happy quality/price

In general I am quite happy quality/price

Pros

I find the questions/answers shortcuts a perfect way to simplify communication with my clients

Cons

Customer metrics could be more accurate. Sometimes it is not easy to interpret the metrics of the clients on your website, I would like you to be more specific in those details.

Cristian
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Good

Reviewed on 27/03/2023

Pros

online chat and conversation history. Chat bot

Cons

simple to use and requires little administrator support

Claudia
Overall rating
  • Industry: Events Services
  • Company size: 201–500 Employees
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

one stop shop

Reviewed on 07/06/2023

Briefly using it for work but will definitely use it for future online events.

Briefly using it for work but will definitely use it for future online events.

Pros

Easy to use & effective in communicating with your attendees.

Cons

N/a

kanun
Overall rating
  • Industry: Printing
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best live chat

Reviewed on 16/02/2023

I can chat to a customer, I can let the chatbot do its job for timezone changes and mostly I can...

I can chat to a customer, I can let the chatbot do its job for timezone changes and mostly I can look where has the user navigated through video

Pros

The video recordings are inevitable for any company. If you haven't tried it you don't know how much you are missing this feature

Cons

Well, really not much because the most neccesary options are already included

Lee
Overall rating
  • Industry: Publishing
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Fits the bill

Reviewed on 15/02/2023

The live chat has improved interaction with customers. Live view allows me to see a good live view...

The live chat has improved interaction with customers. Live view allows me to see a good live view of vosotors

Pros

Good mobile app. Easy to customise. I particularly like the live view of visitors on the site

Cons

Chatbot could be more 'intelligent' by understanding context and meaning

Vojta
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Smartsupp in health & beauty

Reviewed on 14/02/2023

Good experience overall, decent value for the money

Good experience overall, decent value for the money

Pros

Easy of installation, mobile access, chatbot

Cons

Statistics and lack of automations connected to orders coming from an e-shop

Catalin
Overall rating
  • Industry: Wholesale
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Good for companies

Reviewed on 14/02/2023

Pros

Easy to interact online and fast with clients

Cons

nothing yet, hope to be the same in the future

Petr
Overall rating
  • Industry: Publishing
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Its a good service

Reviewed on 19/02/2023

Very good and cheap service.

Very good and cheap service.

Pros

It's super simple to implement. Our customers have a very easy way of contacting us.

Cons

I do not have the right idea to set us the chatbot.

david
Overall rating
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Smartsupp so good at live chat

Reviewed on 20/02/2023

Pros

easy to use, quite good price, good support

Cons

I miss some featrues and Ihave requested them but has not had any success

Leon
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Smartsupp easy to implement and use

Reviewed on 20/02/2023

A very effective tool to build relationships with the customer

A very effective tool to build relationships with the customer

Pros

You can easily add this online chat without having to add additional extensions.

Cons

integration with Zapier would be good so we can export data to our ERP

Andrej
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Decent tool for online chatting

Reviewed on 22/08/2019

Pros

Simplicity and UX is exactly what I like about this software. We have been using this SW for more than two years in our eshop application. We have tried thoroughly several other well known tools for chatting and must admit, we have ended everytime with Smartsupp. It has clean and intuitive dashboard - and what I like the most, if offline, you get the email notification ( of course this is nothing exeptional :-) but with complete and comprehensive visitor`s history - what pages had visitor visited, what time, for how long - so it records and tracks visitor mouse movements - and all these packed in pleasant email design layout. Good pricing structure ! Smartsupp has also integrated the option of video recording of visitors. It is definitely worth trying and for sure using.

Cons

I would love to have facebook messenger being integrated into the chatting tool - but as I have already learned - this is comming soon, so finger UP! And perhaps more options for for screen widget icons - people like to play - so why not offer them nice and colorful widget icon options :-)

Response from Smartsupp

Hello, Andrej, thank you very much for your positive review!
Yes, we are working on facebook messenger being integrated into the chatting tool, stay tuned for that.
Your suggestion for different widget icons is interesting and definitely one we will consider.

All the best, Michaela

thomas
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

unwanted horizontal scrolls & capability of hiding user photo if needed & miss chat or offline...

Reviewed on 09/08/2019

...some horizontal scroll bars, down my smart supp panel, appeared here since a couple of weeks...

...some horizontal scroll bars, down my smart supp panel, appeared here since a couple of weeks ago. while zoom of explorer is 100% they are there, and a part of panel goes out of monitor. it was not like this before. i think previous DIV settings were correct.

Pros

the whole software is nice.... miss chat and offline messages of customers are nice too, but...

Cons

i prefer when i miss a chat, or get offline message, that message to Email me to my Gmail account, or get an SMS based on the missed chat, or offline chat, which takes me back to the computer to consider customers. there is another problem, with alerts and alarm voices. they does not work on my cellphone at all. its ASUS ZD551K... ANDROID 5 ... i think it would be nice to use MIDI format, or make alert sounds through functions over every device, instead of a MP3 format to play on it. also, it needed to hide my photo over panel, some times. at least over my own monitor. and finally, i should suggest ...