Etech Global Services

ICE Chat


5 / 5
12 reviews

Who Uses This Software?

Contact/Call Centers, any website that experiences good flow of visitors, organizations that need to support online customers, e-commerce websites


Average Ratings

12 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $25.00/month/user
  • Pricing Details
    Click to Chat price is based on different plans.
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
  • Support
    Online
    Business Hours

Vendor Details

  • Etech Global Services
  • www.etechgs.com/
  • Founded 2003
  • United States

About ICE Chat

Integrated Customer Engagement (ICE) offers a perfect software solution for businesses to overcome the challenges of todays competitive environment. ICE has Chat, Email, Custom application and Quality Assurance, all integrated, and allows you an easy switch over for different functionalities. ICE has been uniquely designed to offer different solutions built upon a common platform while still being independently operational. ICE ensures greater Customer Engagement


ICE Chat Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

ICE Chat Reviews Recently Reviewed!


Overall great experience with a great product.

May 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The ease of use and the team of people to help and support us, the software easily integrated into our existing website. The reporting suite and the automatic email of every chat transcript let me keep an eye on every customer service interaction.

Cons: That we didn't have more customers use it, unfortunately our customer base did not have a lot of questions during their website sessions so we did not get a lot of chats.

Overall: Better understanding of our customer base

Sr. Director Call Center Operations

Oct 28, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: We implemented ICE just over a year ago. It has lived up to expectations and more, allowing us to serve our customers more effectively and efficiently. The team at Etech were there for us every step of the way in setting up our live chat. We were up and running with little effort required from our internal IT team. And, we now have more capabilities with live Chat then we had with a larger, well known provider, at almost half the cost.

Cons: Nothing at this time! The product works as we expected it to, and we haven't required support since initial implementation.

Recommendations to other buyers: We looked at several companies to replace our existing chat tool. Key components to our requirements included: Product features and functionality, ease of use for agents and customers alike, ease of implementation, cost, Vendor Project Team and references.

Operations Performance Analyst

Nov 09, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the fact that the administrator has the ability to do everything right from the admin panel to setup new campaigns, skills, agents, buttons, surveys and more. Coming from a product where you had to reach out to your account manager to make changes was a burden and this product is so user friendly. Also, it makes implementation for our web designers so easy.

Cons: Would like to see more options with the reporting of the data and have the ability to export them in csv or data dump format for ease of integrating into other reports. However, they do have the ability to send the raw data to your company through a file feed which is awesome. One other thing would be to have a 24 hour tech support line.

Recommendations to other buyers: I would highly recommend that you allow them to give you a demonstration of their product and compare it with other chat providers. Our company did evaluate multiple vendors and found that ETS was a reasonable cost and had all the bells and whistles.

Great platform that has helped with our continued growth!

May 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: 1. The ease of use for changing agents, skills, etc.

2. When I do have an issue, the ICE team provides updates and a quick response

3. Functionality of the system

4. Updates from the team when they are making changes, having outages, etc.

Cons: I find the system to be somewhat limited on specific reports. Also, it seems like not all data is always available as to where the customer is from, IP address, etc. This helps us when pulling historical, analytical information.

Ice is nice

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The versatility of dashboard. Reporting capabilities are terrific

Cons: Little tricky in creating a few reports but minor

Overall: The staff has been great. Professional. Attentive. Sensitive to the clients needs

Capability, control, and ease of use make ICE perfect!

Nov 24, 2015
5/5
Overall

5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple configuration and easy operation makes customization and interaction a breeze, from any level of management and as an enterprise or burgeoning business!

Cons: We'd love to see some expanded capabilities, but they're quickly developing those and have been incredible about meeting our needs and desires to see more!

Recommendations to other buyers: Find something you can manage - or someone who's willing to help. ICE does this - we can manage the software ourselves or ask for insight and assistance - it's key in beginning a self-serve relationship with your customers.

Turnkey Solution

Oct 28, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I've used many live chat applications and none them are as robust as ICE. It combines the functionality of the other live chat platforms with added bells and whistles. ICE eliminates the need for multiple systems to communicate with your client base. In addition, it provides real-time reporting and monitoring of all activity.

Cons: Honestly, I can't think of any negatives or cons about ICE and I've always had a great experience with the vendor.

Recommendations to other buyers: I recommend anyone looking for a live chat application to test it up against real client needs and wants! The integration with your system is easy and the platform is secure.

Great product. Excellent support staff.

May 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The product was easily deployable onto our custom built CRM. The support team is very attentive and knowledgeable on the product.

Cons: I do not have anything that I do not like about the software. Everything functions as designed. I wouldn't change anything.

Capterra loader

Great product at a great price

May 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and most of the functions work really well. It is easy to configure, and customizable based on our need

Cons: There are some features like dynamic dispositions that is still not available but it is not a deal breaker

Overall: Ability to review detailed reports on where the chats get initiated, reason for chats, and detailed transcript for further data analysis.

Awesome!

Apr 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

Pros: This chat is efficient because it allows you to communicate with other employees in your work space.

Cons: Sometimes the server to this software crashes. Other than that it is great and I would highly recommend.

Best in industry

Oct 19, 2016
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: User friendly & cost effective chat solutions. good performance with multiple user as well.

Customizable product.