LiveSiteManager Reviewer's Comments
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LiveSiteManager is an attractive software package that allows you two chat operators with the basic package instead of just one. This chat service is as simple to use as Livehelper, yet less expensive. However, we have learned that LiveSiteManager is moving their focus away from live chat support, so our concern is that this service may not be well supported in the future.
Ease of Use:
LiveSiteManager is simple to customize and use. You can redesign your chat window, chat greetings, and the look of your chat window easily (but you can't customize the built-in chat buttons). Managers can even manage the system remotely.
Setup Ease:
It's simple to get started with LiveSiteManager. The instructions are complete and easy to follow; you don't have to be technical to set this up. LiveSiteManager allows you to customize your chat window, Though LiveSiteManager requires a $99.00 setup fee, the lower monthly cost offsets this fee in a short time.
Multi-Tasking Ease:
Similar to Livehelper, LiveSiteManager makes multitasking a snap. Chatting with multiple customers is easier with this software than other lower-ranked programs. The required tools were available within each individual chat window; no additional windows were necessary to help customers.
Less-intuitive chat services required us to return to the main task panel and search the current visitor list on our site to find the right visitor. Then we had to select that visitor, select the feature-such as sending a document. This is tricky to administer, especially if the chat operator has several chats in session. LiveSiteManager's efficiency receives high marks.
Monitoring Capabilities:
Using LiveSiteManager, you can track details about customer visits to your website, including website statistics (a feature Livehelper doesn't offer). Your chat operators can track where online customers came from and what they do while on your website.
Your chat operators can quickly recognize returning visitors and look up past chats for that visitor to customize the visit.
Unfortunately, LiveSiteManager does not offer keywords or customer surveys, but customers can request an email transcript of their chat session.
Feature Set:
LiveSiteManager offers most of the basics and a few perks—you can co-browse with customers, block IP addresses, and request a website statistics summary; these features cost extra with most other chat services. LiveSiteManager (like Livehelper) is one of few services that will allow your site to display a floating invitation to chat.
This service offers just about everything you'll need to track visitors on your site, including visitor referrals and visitor footprints.
But LiveSiteManager lacks a few convenience features that Livehelper and other services offer, including a spell checker, the ability to send images through the chat service and the SSL secure page option. The feature we missed most was live keywords. With the addition of these features, LiveSiteManager would be a tough service for Livehelper to beat.
Help/Support:
Because the chat software was well-designed and self-explanatory, we didn't need much help. When we called Customer Service, LiveSiteManager representatives offered us fast, accurate answers. Representatives also revealed that LiveSiteManager will be focusing on other business ventures in the future. Because chat service will no longer be LiveSiteManager's primary focus, support may be limited
Scalability:
Currently, LiveSiteManager allows you to add operators inexpensively. But we feel you can't depend on growing your business with LiveSiteManager if the company has no future plans to improve their software.
Summary:
Even with the setup fee, LiveSiteManager is a bargain, especially if you need more than one chat operator. LiveSiteManager offers the basics for an attractive price.
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