What is Chattigo?
Chattigo is a Chilean company focused on connecting customers with customer service agents through digital channels such as WhatsApp, Facebook, and Instagram. It allows companies to centralize all communication with customers on a single platform. Chattigo's focus is on large companies in Chile, and they are now an official provider of WhatsApp Business API.
One of Chattigo's strengths is that it integrates many communication channels, such as Facebook, Telegram, Twitter, WhatsApp, Instagram, Email, live chat, and even Mercado Libre. Another strength is that it includes many modules in its solution, including agents, supervisors, reports, chatbots, and integrations.
While Chattigo is a comprehensive tool, it has two main disadvantages: it is very expensive, and it only recently added chatbot functionality and does not yet incorporate advanced Artificial Intelligence and Natural Language Processing.
In this article, we will discuss Chattigo's strengths and weaknesses and compare it to other solutions on the market.
What are the advantages of Chattigo?
Chattigo has different modules that are useful for large companies with many customer service agents. It is important to consider if all those modules are necessary for the size and needs of your company.
Supervisor Module
One of Chattigo's strengths is the ability to supervise how sales or customer service agents in your company are working. With the Chattigo supervisor module, you can see in real-time the conversations your customers are having with your company and monitor response and wait times. This module is very useful for understanding how your customer service department is working in real-time.
Reporting Module
Another useful module of Chattigo is the reporting module, which allows you to review historical data on your customers' wait times, how many customers you attended to per day, and how effective your customer service agents' work was. If you are a large company, you likely have a call center supervisor who will be very interested in having access to these reports.
Integrations
Historically, Chattigo has worked with large companies, and for this reason, it also comes with default integrations with other enterprise platforms such as SAP, Zendesk, SalesForce, and Genesys. If your company already works with any of these platforms, you may benefit when acquiring Chattigo for your company.
What are the disadvantages of Chattigo?
Before acquiring Chattigo for your company, you should consider the following points.
Product Pricing
Chattigo's main disadvantage is that it is focused on large companies, and its prices are very high. Before you can try the tool, you need to talk to a sales representative, and the configuration process is very complex.
Chatbot Features
You should also consider that Chattigo only recently added chatbot functionality to its product, so the number of skills you could add to your bot is still limited. You will be able to create menus and submenus of options without a problem, but you will find limitations when trying to make your bot work with a more natural language and interpret your customers' frequently asked questions.
WhatsApp Marketing Campaigns
Chattigo is more focused on customer service or support use cases and does not have a focus on sales teams. For this reason, they still do not include a module for WhatsApp marketing campaigns in their product. This could be a limiting factor if you are interested in initiating proactive conversations with your customers.
Should I use Chattigo for my company?
Our recommendation is that you evaluate different platforms in the market before making a decision about which product to use in your company.
Chattigo is a very good tool if you have a large company with many customer service agents, as it includes good real-time supervision and reporting modules. It is also a suitable tool if your use case is for customer support or attention.
On the other hand, if your focus is on sales processes in digital channels like WhatsApp, you don't want to pay a very high price and want to use a tool that is easy to set up, we recommend that you look for alternatives like Optiwe.
What is the best alternative to Chattigo?
In the market, there are different messaging tools that can help companies communicate better with their customers. These tools help improve sales and customer service processes, keep portfolios organized, offer better work efficiency, and important integrations to efficiently carry out tasks.
At this time, we consider Optiwe to be the best alternative to Chattigo.
If you want to try a very complete tool for sales teams, customer service, and call center, we recommend that you evaluate Optiwe. It is an easy-to-set-up tool that offers the most important modules that your business needs:
- Chatbot module with artificial intelligence to answer frequently asked questions and attend to your customers 24/7.
- Customer service agent module so that multiple agents in your company can interact with your customers in real-time.
- Reporting module to understand how communication with your customers is working in real-time.
- WhatsApp marketing campaigns module, so that you can proactively start conversations with your customers and get better results.
If you want to learn more about the Optiwe tool and how it can help you improve your communication processes with your customers, you can write to us on our WhatsApp.
