Etech Global Services

ICE Chat

5 / 5 5 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

5 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

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

ICE Chat Reviews

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.

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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Extremely
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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.

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.

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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Extremely
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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.

Sr. Director Call Center Operations

Oct 28, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Extremely
Likely

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.