# ICE Click-to-Chat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ICE Click-to-Chat the right Live Chat solution for you? Explore 16 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/142506/ICE-Chat/reviews --- ICE Click-to-Chat 4.8 (16) [View alternatives](https://www.capterra.com/p/142506/ICE-Chat/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of ICE Click-to-Chat Ease of use 4.9 Customer Service 4.9 ## Showing most helpful reviews Showing 1-16 of 16 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Shabbir K. Assistant Director; Strategy & Corporate Development Hospital & Health Care Used the software for: Less than 6 months ### "Great product at a great price" May 17, 2018 5.0 Ability to review detailed reports on where the chats get initiated, reason for chats, and detailed transcript for further data analysis. 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 Review Source EM Elza M. Customer Service Specialist Consumer Services Used the software for: 6-12 months ### "Easy and simple chat platform" October 1, 2024 5.0 I can use the features that I commonly need when chatting with a customer, what gives me confidence doing my job without worrying about the system itself. Pros It leads me direct to the point, I login and use it, simply that way. Cons I don't see any negative points on this platform. Review Source MN Marie N. CSR 1 Telecommunications Used the software for: Less than 6 months ### "ICE Chat Review" March 12, 2019 4.0 So far I haven't had any issues. Pros Its easy to navigate. It is still new for me so I haven't had to do to much to get it down so far. Cons I would like to offer making claims for the customer online. I am not sure if that's a software issue or our security. Review Source VR Verified Reviewer VP Business Development Used the software for: 1-2 years ### "Overall great experience with a great product." May 21, 2018 5.0 Better understanding of our customer base 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. Review Source CB Carolyn B. Direct Marketing Specialist Used the software for: 6-12 months ### "Great platform that has helped with our continued growth!" May 18, 2018 5.0 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. Review Source VR Verified Reviewer Nanny Used the software for: Less than 6 months ### "Awesome!" May 1, 2018 5.0 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. Review Source LH Lindsey H. Customer Service Representative Insurance Used the software for: Less than 6 months ### "New ICE Chat Agent" March 16, 2019 5.0 A great experience so far. I think it's a good idea to have this option so customers have a variety of ways they can contact us. Pros Provides another way of communicating with customers and getting their problems solved. Cons Having to log out completely and close the browser window to prevent being accidentally logged back in while away from computer. Also the "reminder" ring tones when already in a chat are annoying. No agent who cares about their job is going to ignore the customer. It doesn't need to keep ringing every minute or so when we're already typing a response. Review Source HS Howard S. COO Consumer Goods Used the software for: 1-2 years ### "Ice is nice " November 6, 2018 5.0 The staff has been great. Professional. Attentive. Sensitive to the clients needs Pros The versatility of dashboard. Reporting capabilities are terrific Cons Little tricky in creating a few reports but minor Review Source RS Randy S. Director of Operations Insurance Used the software for: 1-2 years ### "Sr. Director Call Center Operations" October 28, 2015 5.0 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. Review Source AG Angela G. Operation Performance Analyst Management Consulting Used the software for: 6-12 months ### "Operations Performance Analyst" November 9, 2015 5.0 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. Review Source EDR E Darlene R. President Retail Used the software for: 6-12 months ### "Turnkey Solution" October 28, 2015 5.0 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. Review Source NK Nick K. IT Director Telecommunications Used the software for: ### "Great product. Excellent support staff." May 17, 2018 5.0 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. Review Source NS Nikki S. Account Manager Insurance Used the software for: 1-2 years ### "Capability, control, and ease of use make ICE perfect!" November 24, 2015 5.0 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! Review Source CF Courtney F. Chat agent Internet Used the software for: Less than 6 months ### "Ice Reveiw" November 8, 2018 4.0 Pros I like this software a lot! not only because it is easy to access, but is easy to get to online. There are many amazing things about it!! Like how there is an internal chat and a chat history! Cons Not many things I don't like just some things i think we could fix, such as the beeping Review Source BS Brian S. Quality Specialist Financial Services Used the software for: Less than 6 months ### "excellent" March 13, 2019 5.0 Pros user friendly software and no issues in the program Cons no problem with this software perfect program for chat Review Source RG Rohit G. Used the software for: ### "Best in industry" October 19, 2016 4.0 User friendly & cost effective chat solutions. good performance with multiple user as well. Customizable product. Review Source Similar Products Featured ## Related categories [Live Chat](https://www.capterra.com/live-chat-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.