My organisation has been using Tawk.to for over a year now, and with it being so integral to what we do, easy to use for customers and staff, things are flowing very smoothly.
We use the Facebook Messenger and WhatsApp integrations currently, with the aim to add SMS soon through Twilio, which will open up a further channel to connect with customers (in consideration of individuals who may not be fully tech-informed, where a text is beneficial)
Although customers don’t really use Voice & Video, we keep it available for the occasions it’s needed, and it works perfectly.
We’ve recently installed Twilio calls into a separate system for incoming and outgoing calls to service users, with the aim to set up API to connect the two systems (Tawk.to and our Service Portal) - we’re very lucky to have good digital infrastructure, and again, Tawk.to supports this.
I personally love the feel of the platform, its features, and the “What’s Next?” vibe for updates. We’re patiently waiting for the “Activate Phone Number” in the Add-ons as again, this would open up better access and service-to-customer connectivity, and vice versa.
I remember when I was hunting for a suitable platform and came across Tawk.to, immediately thinking this would be the perfect solution for my organisation.
Thank you, truly, Tawk.to, for your hard work.