LinkLive allows our customers to chat with our customer experience representatives. Most customers use it through our digital banking app, but LinkLive is also available on our website. We are a small community bank, and six people here use LinkLive. It is limited to our data center and bookkeeping department.
LinkLive is a significant improvement over our previous tool. We were not happy with the notifications that the other chat solution provided. It was all web-based, and the interface wasn't intuitive.
In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment.
The ability to centralize communications channels has been fairly important. When there are issues, we need to get somebody to assist with them, and I've been satisfied with what they offer so far.
I like the built-in validation features. When someone uses our digital banking app to chat with us, it is authenticated. We feel comfortable answering specific questions regarding sensitive information. It enables us to safely assume the customer is who they say they are because they got through the login process on our app. Those chats look different than the ones from the website, which we consider unauthenticated. No specific account information is shared in those chats.
I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications.
It would ensure we don't miss chats. This week, a person tried to chat during a busy time, but we missed the chat because we were short-staffed. It isn't entirely LinkLive's fault. They waited for 10 minutes with no answer. We might not have missed that if we had a clearer notification system.
We started using LinkLive in June 2022, so it has been around six or seven months.
We haven't had any issues, to my knowledge. I think we've had 100% uptime.
LinkLive seems scalable. It's easy to add users, set them up, and assign them rights. If we doubled in size overnight, it wouldn't be an issue to set our users up on LinkLive as well.
I rate LinkLive's support a seven out of ten. I'm probably stricter than most folks, but seven is fair. They're above average. I haven't had many issues, and they usually solve any problems I have quickly.
For example, this week, I was looking for some reports that I couldn't find. LinkLive responded promptly and got me what I needed. It was resolved in about an hour. S
Neutral
We used a solution called Intercom. LinkLive integrates better with our core CSI. One of our favorite features of LinkLive is its integration with digital banking. That was the primary selling point. Also, I didn't like our previous solution's interface. It wasn't intuitive.
Setting up LinkLive was pretty straightforward. I didn't do much besides providing them with some information. LinkLive and CSI, our core provider, did the bulk of the work and updated me on the progress. About six people were involved. After they were finished, we had a final call to discuss what our chat buttons needed to look like. It was a smooth process.
The process took a few months. The partnership with CSI was pretty fresh then, and we were among the earlier banks to get on board. At the same time, that's probably not typical, especially now that it's a more established relationship with our core provider. I would imagine they've gotten that process down a bit better.
We still used Intercom until we decided to switch, and we went without a chat solution for a couple of months. We wanted to go live, so we would have a method of communicating with our customers. That was our number one goal, and we've achieved that.
It's hard to put a number on it, but we believe LinkLive is worth what we pay for it.
We signed up with them through CSI, so we don't pay LinkLive directly. It's just part of our CSI bill. I'm not part of the decision-making process, but we reviewed the pricing before we signed on and thought it would bring value. I believe we still feel it's worth the price.
While I don't have access to our billing, I believe it is more expensive than our previous solution. At the same time, it interfaces with our core more directly through digital banking, so it was worth the cost.
I rate LinkLive a seven out of ten. It's a good solution, and we're happy with it.
