About ICE Click-to-Chat

ICE, also known as Integrated Customer Engagement, is a customer engagement platform created by Enterprise Technology Solutions. It is primarily a live chat application featuring browser-based chat and email communication platform, knowledgebase integration, communication management and web traffic monitoring. ICE includes a live chat functionality that offers real-time supervisor monitoring, status messages, visitor and navigation lists and a variety of visual (pop-up) and audible alerts. As with most live chat applications, ICE integrates directly into the customer’s website and is compatible with the full range of Internet browsers. All communications are sent over 128-bit SSL HTTPS connections. Proactive chat and post-chat surveys included with ICE can help monitor visitor conversions and purchases. Automatic Chat Distribution feature allows assigning chats to the available agents. ICE is available on a monthly subscription basis that offers support via phone and email.
ICE Click-to-Chat Software - ICE chat console
ICE Click-to-Chat Software - Chat button customization
ICE Click-to-Chat Software - Customer chat window customization
ICE Click-to-Chat Software - Reporting & analytics
ICE Click-to-Chat Software - Operator performance report
ICE Click-to-Chat Software - Pro active chat invitation
ICE Click-to-Chat video
ICE Click-to-Chat Software - ICE chat console - thumbnail
ICE Click-to-Chat Software - Chat button customization - thumbnail
ICE Click-to-Chat Software - Customer chat window customization - thumbnail
ICE Click-to-Chat Software - Reporting & analytics - thumbnail
ICE Click-to-Chat Software - Operator performance report - thumbnail

ICE Click-to-Chat pricing

ICE Click-to-Chat has a free version and offers a free trial. ICE Click-to-Chat paid version starts at US$45.00/month.

Starting Price:
US$45.00/month
Free Version:
Yes
Free trial:
Yes

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ICE Click-to-Chat Reviews

Feature rating

Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5
5 reviews of 15 View all reviews
Shabbir K.
  • Industry: Hospital & Health Care
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 17/5/2018

Great product at a great price

Ability to review detailed reports on where the chats get initiated, reason for chats, and detailed transcript for further data analysis.

Pros

Ease of use and most of the functions work really well. It is easy to configure, and customizable based on our need

Cons

There are some features like dynamic dispositions that is still not available but it is not a deal breaker

Verified Reviewer
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/5/2018

Overall great experience with a great product.

Better understanding of our customer base

Pros

The ease of use and the team of people to help and support us, the software easily integrated into our existing website. The reporting suite and the automatic email of every chat transcript let me keep an eye on every customer service interaction.

Cons

That we didn't have more customers use it, unfortunately our customer base did not have a lot of questions during their website sessions so we did not get a lot of chats.

Marie N.
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

4
Reviewed on 12/3/2019

ICE Chat Review

So far I haven't had any issues.

Pros

Its easy to navigate. It is still new for me so I haven't had to do to much to get it down so far.

Cons

I would like to offer making claims for the customer online. I am not sure if that's a software issue or our security.

Randy S.
  • Industry: Insurance
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 28/10/2015

Sr. Director Call Center Operations

Pros

We implemented ICE just over a year ago. It has lived up to expectations and more, allowing us to serve our customers more effectively and efficiently. The team at Etech were there for us every step of the way in setting up our live chat. We were up and running with little effort required from our internal IT team. And, we now have more capabilities with live Chat then we had with a larger, well known provider, at almost half the cost.

Cons

Nothing at this time! The product works as we expected it to, and we haven't required support since initial implementation.

Angela G.
  • Industry: Management Consulting
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/11/2015

Operations Performance Analyst

Pros

I love the fact that the administrator has the ability to do everything right from the admin panel to setup new campaigns, skills, agents, buttons, surveys and more. Coming from a product where you had to reach out to your account manager to make changes was a burden and this product is so user friendly. Also, it makes implementation for our web designers so easy.

Cons

Would like to see more options with the reporting of the data and have the ability to export them in csv or data dump format for ease of integrating into other reports. However, they do have the ability to send the raw data to your company through a file feed which is awesome. One other thing would be to have a 24 hour tech support line.

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