| Functionality | 7 <p>At it's core, Glassix offers a fairly strong omni-channel support product. It covers all the basic channels from email to social media (only modern B2B software teams who use Slack might feel left out). Additionally, it offers up a fairly comprehensive rules based chatbot builder and even the functionality to configure an AI chatbot. However, we were disappointed to see the lack of any kind of help centre functionality (either creating one for its own sake or to feed in as context for the AI chatbot).</p> | 6 <p>While free, Tawk.to offers basic support features: live chat, chatbot, email, Help Center creation, and minimal automation. The AI chatbot is also free. However, it doesn’t support important channels like phone and social media, and lacks advanced automation and reporting, including ticket routing.</p> |
| Ease of Use | 2 <p>We found Glassix to be very unintuitive to use. Its web app is poorly laid out, with many components and lines of text being chopped off arbitrarily - making some parts near unusable at times if it weren't for tooltips. This is a shame as its onboarding process was simple and clear. On average it would take an SMB employee a couple days to master its use.</p> | 4 <p>We find Tawk.to's interface cluttered and confusing. Live chat visitors appear as long random numbers, and you can’t create custom views to prioritize relevant tickets. There’s no option for multiple inboxes to handle different support requests. They also use unfamiliar terms like “Whisper” for internal notes.</p> |
| Look and feel | 2 <p>When tested, we find Glassix to be dated, clunky and unintuitive. All too often, we came across arbtrarily truncated lines of text and core components. It's customer facing live chat widget feels years behind many modern competitors (even Glassix's own in app support widget had logos which didn't fit and white borders where colour fills were not applied correctly).</p><p>Similarly, its internal facing analytics dashboard, though comprehensive, is extremely overwhelming and painful on the eyes.</p> | 4 <p>Tawk.to's interface looks a bit dated, and pages can take a few seconds to load. The platform sometimes gets disconnected from the server easily, which can get quite annoying.</p> |
| Customisability | 7 <p>Glassix offers a deep set of customization options. When it comes to its customer facing live chat widget, you're able to customize everything from the basics (colour and logos) to deeper design elements (fonts and sounds).</p><p>Additionally, we appreciate the ability to create custom analytics reports which highlight the metrics you care about most on a timely basis.</p><p>When tested, Glassix's chatbot builder also offered a reasonable amount of depth and facets for creating an experience that feels unique to your business.</p> | 5 <p>Tawk.to offers basic customisability options. Users can create custom fields for customers and have good customization options over live chat (widget layout, message options, availability).</p><p>However, it lacks more advanced customization features like custom views (saved filters), custom objects, or custom reports. </p> |
| Ease of Setup | 3 <p>Though Glassix does offer a self-serve free trial through their website, it's clear that the platform is not optimized for this. We found their onboarding process to be clunky and confusing (taking >15 mins to complete and integrate initial channels). Additionally, when it comes to long term customization, their odd integrations system wherein enterprise customers <span style="color: rgb(0, 0, 0);">can access some integrations built by external partners means that a full setup can take over a week.</span></p> | 6 <p>Tawk.to offers a simple self-serve free trial for their platform. We found the initial setup to be relatively simple, taking around 10 minutes. Setting up your first channels may take some time though - with no easy one-click email connect option, you’ll have to setup email forwarding manually. However, setting up live chat is a fairly straight forward process (pasting a script into your website).</p> |
| Customer Support | 1 <p>Glassix offers customer support via a live chat widget within its web app. When tested, we found it difficult to get in touch with a real agent, occasionally taking over an hour to get a response. However, even once connected, we found agents to be particularly unhelpful - more focused on upselling than answering questions and often communicating poorly and even cutting off conversations when they didn't have an answer.</p><p>Additionally, Glassix's provided help centre is extremely complex (mixing developer documentation with agent guides is not user friendly). It also failed to answer most questions we had and was filled with bugs/typos itself.</p> | 8 <p>The in-app live chat with the support team connects you almost instantly. The agents are patient and helpful, providing a positive support experience.</p> |
| Integratability | 2 <p>Whilst we were pleased to see that Glassix offers an API, we were disappointed to see that it offers very little in terms of Glassix built integrations. Beyond its standard omni-channel offering, Glassix does not provide integrations with any standard sources of context you might expect such as CRMs or e-commerce/payments platforms. Instead they offer a bizarre system where customers on their enterprise tier can access some integrations built by external partners. Additionally, the lack of integration with an automation platform like Zapier makes it difficult for non-technical individuals to build out custom automations themselves.</p> | 4 <p>Tawk.to only has a handful of pre-built integrations with the most common tools like Google Analytics, Google Sheets, Slack, MailChimp and some web-builders. However, it does offer an API for custom integrations.</p> |
| Ease of Migration | 3 <p>Glassix does offer the ability to export some data to excel self-serve, however it's limited to certain report types and doesn't cover the full range of data stored in the platform. That being said, you are able to export data via webhook and API too.</p> | 8 <p>Tawk.to allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> |
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