Difference between SmartSupp and Callbell

The differences between SmartSupp and Callbell are many: among them we find functionality, features, design and usability. But the biggest difference between these two tools is that one is a live chat and the other presents itself as a multi-channel collaborative communication platform.

First of all, we must take into account that Callbell allows you to connect messaging apps and thus serve customers from different social networks. In addition, it presents other main features such as assigning chats, leaving internal notes for colleagues within conversations, managing chats according to the department, multi-agent chats, connecting multiple service channels such as WhatsApp, Telegram, Facebook and Instagram and the ability to monitor the conversations of all agents available on your Callbell account.

For its part, SmartSupp is a live chat that allows you to serve customers in real time directly from the chat on the website. However, this type of app has several limitations. Starting with the fact that it doesn’t feature many popular service channels like WhatsApp or Telegram, SmartSupp only offers a few additional features such as monitoring everything the user does when they enter your website, attracting customers and automatically serving them in the chat on your home page.  However, these types of apps don’t work very well for sales, support, or call centers.

Over time, companies have realized the great differences that live chat presents compared to instant messaging tools. A great advantage has been found in using apps that allow you to connect different communication channels that are widely used by people around the world. These differences are not only found in customer response times, but also in the amount of sales, customer satisfaction, quality of service and much more.

That is why, in this article we will tell you about the main differences between SmartSupp, a live chat app, and Callbell, a tool that brings together different social networks and messaging apps into one place, allowing the development of an effective, efficient and quick customer service.

What is SmartSupp?

SmartSupp is a live chat that offers recordings that allow you to see all the movements of a visitor on your website; It also offers, like all live chats, a button that allows you to start a conversation from the main window of your website. This way, you can serve customers in real time. The app integrates Facebook, Live chat and email.

What is Callbell?

Callbell is a tool developed to help companies offer sales or support to their customers through social networks ( Instagram Direct, Telegram, Facebook Messenger or WhatsApp ).

Its platform offers features developed specifically for the business environment: you will therefore have a section dedicated to metrics in which to keep track of your activity. Plus, you will also have the option to activate automatic routing that assigns conversations, internal chats between agents, derivation of conversations and all in one place.

It centralises all conversations of different social networks into a single mailbox, where messages are assigned to the support agents available within your company.

What is SmartSupp used for?

SmartSupp is a tool that helps build customer relationships through the website. This happens in real time while all support agents chat live with customers. SmartSupp integrates some communication tools that help to increase the range of communication with customers such as Facebook Messenger, email and SMS.

For this reason, we recommend using tools such as Callbell, which allow you to serve people via web but through the social networks most used by users. This ensures a better response rate, more sales and continuous communication.

Why is Callbell the best alternative to a live chat?

Generally, companies should adopt and use messaging apps as a communication solution, thus ceasing to place such importance on live chats. This is because live chats are tools that limit communication. When we talk about limitations, we mean that these types of tools allow the company to communicate with customers who visit its website exclusively in real time. On many occasions, these conversations are left hanging and the company only receives emails from the people it communicates with.

As we all know, emails are not a great communication channel these days and the best idea would be to use social networks or messaging apps in order to get a faster response and a higher opening rate. Unfortunately, live chats do not have these kinds of integrations and are limited to just managing conversations with website visitors in real time, and as we said earlier, many conversations will be doomed to be lost.

It is precisely for this reason that we recommend the use of tools such as Callbell, capable of using messaging apps as the main mode of communication. Callbell is a tool  specialized in omnichannel communication, as it brings together different types of social networks into a single collaborative platform. This allows you to connect your entire team in one place and respond to all messages from your communication channels effectively, efficiently and quickly.

With Callbell you will be able to manage chats, make sales, automatically reply up to two levels of conversation, manage your leads, metrics and internal chats between the same agents. If you want to try Callbell and all the advantages you need for perfect communication and an omnichannel strategy, click here!