# Chat Metrics Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Chat Metrics the right Conversational Marketing Platform solution for you? Explore 14 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/205136/Chat-Metrics/reviews

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Chat Metrics

4.8 (14)

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Last updated March 13th, 2026

# Reviews of Chat Metrics

Ease of use

4.8

Customer Service

5.0

## Showing most helpful reviews

Showing 1-14 of 14 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

AM

Amy M.  
Vice President of Sales & Marketing  
Computer Software  
Used the software for: 1-2 years

### "Saw an increase in sales immediately"

August 12, 2020

5.0

I was skeptical at first when I was intro'd to ChatMetrics because I didn't think that a group of chat agents would be able to really grasp the nuances of our software products enough to answer website visitors' questions effectively. I thought it would take me weeks to build up faqs and months to train the team. I was wrong. ChatMetrics did everything for us (including somehow anticipating almost any question a lead could come up with) and they did it quickly. Once we launched, they hit the ground running - fielding questions, sending smaller opportunity leads directly to our shopping cart and staying with them until the purchased and scheduling demo calls with larger opps for our sales people. Everyone that I've interacted with from their side has been great - especially the AMAZING \[SENSITIVE CONTENT HIDDEN\] - their \[SENSITIVE CONTENT HIDDEN\] who is extremely responsive, highly professional and simply gets things done... fast.

Pros

It's hard to choose what I like the MOST - but I guess that at the highest level - the best thing about ChatMetrics is that sales went up significantly since we started using it. Having a 24/7 extension of our sales team available for chats right from our website means we get more demos scheduled, our leads get their quick questions answered immediately and non-relevant leads get screened earlier at the top of the funnel.

Cons

I have no complaints about this software at all. Front-end implementation and customization was seamless, their backend dashboard is easy-to-use, the quality of the FAQ/Knowledgebase they created for the agents to use, and their ability to scale with us as our business grew (we offer Work-From-Home tools) during the COVID pandemic - has made ChatMetrics an essential part of our business.

Reason for choosing Chat Metrics

Before agreeing to a pilot of Chat Metrics, I spoke to a number of their existing clients. Each one of them had only good things to say, and all of them claimed that sales went up almost immediately after deploying. Since ChatMetrics did all the set up and the pilot was risk-free - there was no reason not to try them first. After trying them - there was no reason to look elsewhere.

Review Source

Response from Chat Metrics

August 19, 2020

Hi Amy, We are glad that you are part of our family! Thank you so much for the feedback. We love working with you, Terry

PS

Philip S.  
Managing Director  
E-Learning  
Used the software for: 1-2 years

### "Good support from the team"

July 30, 2020

5.0

Overall this has been positive from startup, technical and constant improvement.

Pros

The team are very easy to get in contact. They work hard and are always willing to take on feedback to improve their services.

Cons

Initially, some didn't have the typical Australian slang or understanding of a conversation. Gradually this has been improving and staffing has improved. The quality of conversations have also improved.

Reason for choosing Chat Metrics

Good rate for cost per lead. Good customer service. I have had 2 main contacts - \[SENSITIVE CONTENT HIDDEN\] (service) and \[SENSITIVE CONTENT HIDDEN\] (Technical) and both have always been very friendly to deal with.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Internally, it is a distraction to have our staff on chat during the day. We also can't do this 24/7 which is a huge advantage of Chat Metrics.

Review Source

Response from Chat Metrics

July 31, 2020

Thanks very much for your feedback, Philip. We appreciate you taking the effort to leave a review here for us.

ST

Su T.  
Marketing Manager  
Management Consulting  
Used the software for: 2+ years

### "Easy to use product that meets our needs."

August 12, 2020

3.0

Pros

Works for our purposes. Simple and fuss free. Chat box done by real people rather than bots is a plus.

Cons

Very basic features for reporting. Need to delve through multiple steps to get out the information you need. Time lag between the question and answers by operatives is a little long. PRicing was not made clear initially and we had a few issues when we first started.

Review Source

Response from Chat Metrics

August 20, 2020

Hi Su, Glad we have ironed those teething issues out for you. Thanks so much for the feedback.

KA

Karen A.  
Managing Director  
Medical Practice  
Used the software for: 2+ years

### "Why didn't we do this sooner!"

August 11, 2020

5.0

It's been super easy from the beginning. We are leaps ahead of our competitors who try and do the same thing - it's just not up to the same standard as us. Great people to deal with and amazing after sales support.

Pros

Firstly, it was so easy to set-up. I really only had to approve all the work thet they prepared. I literally have to do nothing and the leads come in every day. I was very reluctant to start with but we couldn't live without this now. It delivers the majority of our new clients every month month after month!

Cons

We don't use the dashboard - there is no need to. The leads come straight into our clandar as bookings. Every now and then we forget to mention that we are running a special offer so the messaging is not adjusted accordingly but they come to us usually after a day or two as website visitors are asking about it and they don't have the right answers... This is a frustration - more becasue we foget to tell them - not really a problem with the software.

Review Source

Response from Chat Metrics

August 20, 2020

Thank you Karen for your kind words. It's our pleasure to be at your service. We are honoured that you are part of our family!

OW

Oscar W.  
Intelligence Instructor  
Security and Investigations  
Used the software for: 2+ years

### "Lead generation support with big results, minimal fuss"

February 24, 2022

5.0

Pros

It is one of the best services on the market for live support, probably has the best range of live support features. The simple user interface helps build close relationships with clients and incoming leads. On top of that, the product consistently performs well and is easy to use, plus the support from the Chat Metrics staff is always outstanding.

Cons

Nothing. A huge win for your business if you are looking to increase conversions.

Review Source

MB

Mickey B.  
Technology Consultant  
Education Management  
Used the software for: 1-2 years

### "Does what it says, and a little more too!"

December 28, 2020

5.0

Pros

I have been using Chat Metrics for nearly a year now. This service is more than just live chat, as a software business the ability to resolve user inquiries, provide support, schedule meetings or book demos from one place is a huge success. This has been one of the mind-blowing services I have used. I also love the wide range of integrations you can add. The support team has been super friendly and always there to help us if we run into trouble or need any details.

Cons

The few times I had to contact support for something, it was resolved very quickly.

Review Source

sC

stuart C.  
Managing Director  
Textiles  
Used the software for: 1-2 years

### "Constant Customer Contact"

August 21, 2020

5.0

Exceptional service with extremely repsonsive personel. Top nothc and a reliable partner.

Pros

The peace of mind that the solution provides knowing that our customers will alwyas have someone to talk to, no matter what time of the day they reach out. Ease of use. Support of the Chat Metrics Team.

Cons

Price is alwyas a battle as the cost of business continues to increase.

Review Source

Response from Chat Metrics

September 1, 2020

Thanks for the feedback Stuart - we really appreciate it.

JG

Julian G.  
Head of Operations  
Information Technology and Services  
Used the software for: 1-2 years

### "Chat Metrics makes it easy to connect with prospects and clients."

August 12, 2020

5.0

We needed a live chat option for our website that was a 'real person' and not a clunky bot.

Pros

Prompt response from their support team. Correct application of our scripts Integration with our CRM

Cons

Can't really fault it. Any issues we pick up are rectified immediately.

Reason for choosing Chat Metrics

They were very personable during that sales/consult process.

Review Source

Response from Chat Metrics

August 19, 2020

Thanks for your feedback Julian. So happy to have you guys as part of the family!

kP

kristi P.  
office manager  
Medical Practice  
Used the software for: 2+ years

### "amazing lead generator"

July 23, 2020

5.0

amazing personal engagement from chat

Pros

very easy to use and set up, generates leads very well which are easy to convert!!

Cons

no negatives! we are happy with the product

Review Source

Response from Chat Metrics

July 24, 2020

Thanks for the feedback Kristi - it's our pleasure!

JO

John O.  
Plumber/director  
Construction  
Used the software for: 2+ years

### "Great service"

July 23, 2020

5.0

Great service

Pros

It helps keep the customer engaged to the website and start immediate interaction with the customer

Cons

None

Review Source

Response from Chat Metrics

July 24, 2020

Thanks for the great feedback John.

LM

Leanne M.  
Marketing  
Education Management  
Used the software for: 6-12 months

### "Easy to use chat service!"

August 18, 2020

4.0

We've had a good experience so far. If you have any specific requirements, the staff are happy to assist.

Pros

Easy to use chat service. We liked the fact that it is 24/7 managed service so is available out of usual business hours and can capture people on the website if they have an enquiry.

Cons

I can't comment on this, as not familiar with other chat software features.

Review Source

Response from Chat Metrics

August 26, 2020

Thanks for the feedback Leanne, We are delighted you find us so easy to use.

SA

Stephanie A.  
Marketing Coordinator  
E-Learning  
Used the software for: 6-12 months

### "Great service "

August 21, 2020

5.0

Pros

A great service, easy to set up and make changes. The team are very responsive and helpful. Dashboard is easy to use.

Cons

No major cone with this service, a few errors here and there but nothing too bad.

Review Source

Response from Chat Metrics

September 1, 2020

Thanks for the feedback Stephanie - much appreciated.

MR

Mireille R.  
CEO  
Marketing and Advertising  
Used the software for: 1-2 years

### "Love Chatmetrics "

July 28, 2020

5.0

Pros

I love that Chatmetrics offers real time help for people who are on our website and answers the users question when they have it. If the user needs more information, an email is sent to us to follow up straight away. The support from Chatmetrics is great too!

Cons

I can't think of anything I don't like

Review Source

Response from Chat Metrics

July 30, 2020

Thank for the feedback Mireille - when you are happy we are happy!

PZ

PETER Z.  
Director  
Marketing and Advertising  
Used the software for: 2+ years

### "Exceptional service backed by a great live chat solution."

July 31, 2020

5.0

10/10

Pros

Real people involved with knowledge of the client's business.

Cons

All features and benefits delivered nothing we dis not like.

Review Source

Response from Chat Metrics

July 31, 2020

Thanks for the feedback Peter, glad to hear you are enjoying the product!

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