JivoChat Reviews 34

Reply from JivoChat

Jan 14, 2020

Hello, Karsten.

I'm Carlos from JivoChat support team.
I'd like to check with you in detail the issues you mentioned in the review, to assist with any issues you're facing and to fix any problems you're still having.
I understand you have spoken about some or all of these issues in chat already, but if you're ok with it, I'd like to go over each of them to verify everything that is going on.
I'll go point by point and will explain how it works in Jivo, so you can verify if it's working as by design or if there's any problem happening regarding it:

"- offers a callback functionality but the field the client can use to enter his phone number is in lots of countries to short. The client will not get an error message but the connection fails."

We recently fixed this bug by increasing the maximum number of digits that can be inserted in that field. Please let us know if your clients are still noticing the same problem, but it should be fixed already.

"- customer service is promising a lot but never finally solving any problem or even replying to tickets. It is a black box."

Our head of support has seen your case and is verifying it internally. We provide support 24/7. It might get a bit busier during some hours of the day causing the response time to be a bit longer, but we always try our best to provide the best support you can find in the chat software industry. We're very sorry if it hasn't been like that in your case so far.

"- chats should be delivered by email as important information about the chat (like the URL the client visited or the source of the client) is not included in the chat archive. In 40% of the cases, the emails are not sent by the Jivochat system."

Chats are sent in 100% of the cases unless there's an issue with the address that receives the chat logs, which is not your case from what I verified. Please notice a few important details regarding this: we only send logs from finished chats where there has been at least 1 message from the client and 1 from the agent. We do not send missed chat logs by email, even if an agent recovers a missed chat log from the Archives and answer it at a later moment.
I noticed you're using our mobile app quite a lot. Please notice the email is sent after a chat is archived (closed). Basically, if you can find the archive of the chat in your Archive's menu and it has at least 1 message from the client and 1 message from the agent, and it's not a missed chat that was answered at a later moment, an email should have been sent for that chat.
Please let me know if you're still having issues with emails not being sent and if possible, please send me any recent examples you have there so I can verify what happened exactly.

"- If one is signed in on two devices, like desktop and mobile, and you sign out the status is changing on both devices, showing you are offline. As it should be. But still, clients see you online and the message is delivered. Status is automatically switching back online."

Our mobile and PC apps do not share offline status. If you are online in both apps and logout in only one of them, you'll still be online in the other app. It is necessary to logout both from the PC app and from the mobile app to appear as offline on the website. The only status they share is the Online/Away status. If you switch to Away in one of the apps, the others will also go to Away mode.
We recently released a new feature called Business Hours to help prevent being online accidentally when it's outside your working hours. I would recommend checking it out and setting it up on all your agents' profiles to make sure the chat is never online by accident when it's not intended to be: https://www.jivochat.com/help/users/business-hours.html
This feature allows you to stay in "Online" status in the app but still appear as offline in the website if it's outside your business hours.

"- If you are signed in on a mobile device and one tries to accept an incoming chat, it often takes 2-3 minutes until one can answer the client's request. With this time delay, a client is often gone from the chat."

Could you please record a video showing what happens exactly after you press to accept a chat from the mobile app? On all our tests and also with other clients, the response is very fast and it takes a maximum of 3-5 seconds to open the app and show the text input field to answer the client. It does require a not-so-old phone and a good internet to run smoothly, so if it's an older phone or an unstable internet, it might have a bit higher delay, but never minutes.
From what I checked you're running a more recent phone device so it could maybe be an issue with the notification settings in the device itself, such as a battery-saving app/mode or just the specific notification settings of the Jivo app, which you can find in the settings of our app (upper left corner -> Preferences -> Notifications and sounds).
Are all your agents having the same issue? Have you tried using any different internet connection to verify if it works better? Please let me know the details and if possible please record a video of the phone screen showing that process of accepting the chat and the app taking a long time to load/open so we can verify what is happening exactly.
If you can't record the video, please press the settings button (upper left corner) -> Preferences -> Send log to developers, right after you have that issue, and let me know as soon as you perform that action so I can find the log and check with our mobile developer to verify what is causing that huge delay.
I hope you'll find the information above useful and will give me the chance to verify all the issues you're having and to help you get them fixed as soon as possible. 🙂

Have a great day!


UPDATE after customer update reply on 6-th of Jan:

"nothing changed, I was not contacted by customer service as mentioned below and the problems still exists the same way. Have not changed my mind at all"

Hello Karsten,
Our support team left you several voicemails and sent several emails with the ask to provide the information requested, no replies or callbacks. We look forward to helping you, please reach us out.