App Profile: Gist Live Chat

BretW071488

Rating: 1/5

This software is maybe at an alpha level of development. It was always quite buggy, but the mobile version stopped working altogether when iOS 15 came out. Their support is bad. I am not a motivated hater. I bent over backwards to try to make Gist work. It doesn’t though.

quiverable

Rating: 1/5

No notifications on incoming chats, entire messages are deleted instead of being sent, and the app hangs up every other time I open it, forcing a hard restart of the app. We’ve been using Gist for about 6 months since moving from Intercom, hoping it’d be a cheaper but sufficient alternative. The desktop platform works as intended, but the mobile app does not. Our agents do most of their support from the mobile app, so it’s pretty important that it works well. I’ve been mentioning these issues to the Gist support and development team almost every week of these past 6 months, and I’ve been either ignored or given promises that they’ll be fixed “soon” in an upcoming update. The update either never comes or it doesn’t fix the problems I’ve been constantly mentioning. The most recent one was supposed to be two weeks ago and I’m still experiencing the same issues day in, day out, with no answers from Gist support. We have another team member experiencing the same exact issues on a different device, so the issue is not on our end. We never had these kinds of issues with the Intercom app. The Intercom app wasn’t perfect, but even the minor issues I expressed to their support team were addressed in a reasonable amount of time. I’ll be happy to update my review when these issues are fixed, but this is the consequence of ignoring several critical issues expressed by your customers that prevent them from providing effective support to their customers. We have a very high standard for delivering quality support, so it’s especially disappointing to see this kind of response from a team developing a support platform that’s supposed to compete with Intercom.