National Pool Wholesalers is an online pool and saunas company that caters to homeowners directly as well as dealers bringing you wholesale to the public pricing. With our large client base and ever growing number of customers, we realized that we needed a system that would help us stay on top of all the customer service and sales phone calls as well as engage our clients more efficiently. We decided to search for an online chat system with a built in ticket system.
In our search for the "perfect system", we were having a hard time finding a good quality chat system with a ticket system built into it.
Each system was either separate from each other by different software makers, or the quality of the system, ease of use for the customer and back end interface for administrative staff was poorly constructed. We did find a few systems that integrated the two components together but most were so high in price is was impossible to even think of using them.
We discovered ZaZaChat many times in our searches and kept coming back to it for the price point as well as all the features it claimed to have.
We took a test drive, using the ZaZaAlerter on our systems and found it quite nice and easy to use. The price was surely good based on our 7 staff members who would be using it. We compared it to 2 other major competitors that were mentioned on the ZaZaChat's website but the other systems were much higher in price and seemed to have less features available. We decided to run the system live and see how it went. After the 1st day we saw how easy it was to use the system and were able to reduce calls to the toll free lines dramatically by chatting with customers online.
We even enabled the proactive chat, which lead many customers to ask us questions about products, questions they may not have asked if they weren't prompted that we were online and ready for them.
Day 2 we ordered the ZaZaChat system and added the 7 staff members to the system. Within hours everyone was using it comfortably and effortlessly. We were pleased to see how fast response times were on the server and to this day have not had any issues with downtimes. After using the system for a few days we noticed some things that we thought might need to be added and changed so we contacted ZaZa about the requests. We were pleased to see our tickets were all answered normally within 30 minutes time, no matter what time of day it was. We made our suggestions to items such as expanded search options for tickets, assignments of tickets to WORKING mode instead of just CLOSED so you can update the customer on status while trying to resolve the issue, and other minor things we would like to see. The response was very positive, advising we would see these changes in 3-6 days. Behold in 3 days, the changes came thru and the new options/features were in fact added and optimized. Never before have we seen such a response from a company, except for National Pool Wholesalers, of course :)
So far, we have nothing bad to say about ZaZaChat and we have been able to track users tickets, increase sales with proactive chats, view the users traffic patterns and attempt to chat with them on what pages they are viewing to help them thru the shopping experience. There are also tons of reports available in ZaZaChat back end to help sift thru the search engine patterns and general traffic patterns. The admin back end is second to none giving you total power over the system in almost every aspect. Customization is complete with this system and we highly recommend it to anyone who needs chat or tickets, or both in their web business.
About National Pool Wholesalers, inc:
National Pool Wholesalers offers inground swimming pools, above ground pools, inground swimming pool kits, above ground kits, portable saunas, tanning beds, solar pool heaters and diving boards at wholesale prices.