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Powerfront’s INSIDE gives agents the most visually appealing live chat console that uses avatars to create an operator experience that is engaging, intuitive and promotes performance. See the customer’s online journey, shopping history, provide product recommendations, engage in video product demonstrations and more. With proactive chat, live chat, video chat and chatbot assistants, agents can be effective in increasing conversion rates and optimizing productivity.
Provider
Powerfront
Located In
Australia
Foundation
2004
Open API
Yes
Deployment
Cloud, SaaS, Web-Based, On-Premise Linux, On-Premise Windows
Mobile Apps
Android, iOS
Training
In Person, Documentation, Live Online, Videos
Support
24/7 (Live rep), Phone Support, Chat, Knowledge Base, FAQs/Forum, Email/Help Desk
Luxury fashion, beauty, jewellery, government, utilities and telecoms, automotive, hospitality and travel, financial institutions, universities, electronics, and any organization who prioritizes CX.
Content Source: INSIDE
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INSIDE Reviews
Pros
The visual interface is superior to other solutions making engaging with customers fun and interesting.
Overall Inside is a great tool, that allows us to work with our customers in a way that is best for them.
We have had alot of wins customising and integrating system and they have been helpful throughout. Looking forward to getting more and more value out of Powerfront & Inside.
What I like about Inside is that it is very easy to use and they have a good technical support team to answer any questions.
Cons
The fact that during the conversation there is no sound notification of a new message at all.
The deployment of new features and cutomization have always problem.
I dislike the fact that it is not possible to screenshare outside of the website tab that the customer is on.
When the software is upgraded it can sometimes be difficult to adjust.
"Unique among other platforms"
Overall: I love how this platform was put up together. The way it was designed was meticulously thought of. It gives visual representation of what we most of the time see as text only. Not only that - the people we work with are a delight to talk to. They help us resolve our issues quicker.
Pros: I like how it is being interactive for agents. It was totally different from the other platforms with the same purpose. It was not boring. A bit expensive but they are evolving on the area that we need which is what i really wanted to see.
Cons: Whenever I use it, it takes up a lot of bandwidth. Sometimes it slows down my connection, sometimes doesn’t.
"Great visual & user friendly system"
Overall: Has been great to work with. We have had alot of wins customising and integrating system and they have been helpful throughout. Looking forward to getting more and more value out of Powerfront & Inside.
Pros: The visual layout and being able to watch customers move throughout the website. The ability to add customisation into other systems like our CRM. Has been easy for our agents to pick up especially during COVID when many were taught on the fly.
Cons: Features like being able to have the webchat set to on constantly even if an agent isn't online yet - We'd like it to be open 8am - 6:30pm like clockwork. Credit card masking feature is creating a few issues internally.
"Glitches"
Pros: Disposition options are easier to access
Cons: Closes out chats while working, chat showing long times when just receiving chat, dispostition not working all the time
"Inside makes it easy for agents and executives to engage"
Overall: From our perspective we are using a very simple level of Inside but are increasingly becoming aware of the further potential of the platform. As we adopt new elements we continue to improve our user experience
Pros: The visual interface is superior to other solutions making engaging with customers fun and interesting. We've recently begun deploying the BOTS feature and are finding it helpful to assist customers without adding more agents
Cons: Nothing comes to mind. Inside offers so much more capability than we are currently using
"Unique & Engaging"
Overall: Overall it has been great! There has been a trial and error process to determine what browser works best with Inside (currently we're finding Edge offers the smoothest experience), and the range of options Inside grants does prove training new colleagues a bit more difficult, but the end result works wonders.
Pros: While there is an initial learning curve, Inside provides a great experience once you've got a handle on things. The UI/UX is a breath of fresh air, and the available features (co-browse, visiting other channels, visually representing each colleagues current chat pool) are a massive step up from our alternative chat client.
Cons: Inside is substantially more process intensive than our alternative chat client, this can prove an issue on less than capable hardware.
