Monitoring Capabilities:  

The SMB service provides basic monitoring such as offline visitor reporting, page navigation histories and search engine and keyword analysis for up to 10,000 hits per month. The Enterprise and Livefluence packages also provide conversion and transaction tracking for up to 100,000 hits per month. In addition, Velaro offers a full web traffic monitoring service with a separate subscription.

Feature Set:  

Velaro live chat service provides all of the basic and advanced tools needed to facilitate excellent live chat customer support easily. For example, it provides the ability to chat with multiple customers at once and you can switch between chat conversations. Individual chat conversations can be transferred between operators and chat transcripts can be emailed. Velaro can easily be set to send out automatic responses, it offers a variety of alerts and availability statuses and much more. The service can also be used to support chat conversations between operators.

An interesting feature Velaro offers is “shadow chat,” which allows you to monitor another agent’s conversation and add hidden text. This can be used to add notes to chat transcripts or to communicate with the other agent; we can see how this could prove quite useful when training a new agent. Another interesting and innovative tool Velaro offers is SMS cell phone alerts. Though you cannot yet use your cell phone to conduct chat conversations, you can use your phone to receive an alert when a chat conversation is requested, then you can set it to respond with a canned response of your choice. This can be quite useful when you are out of the office and can let your customers know that their chat request is important to you.

This chat service also offers advanced chat tools in terms of proactive chat invitations and marketing. Even the SMB service includes proactive chat tools. The Enterprise and the Livefluence package offer more tools in this area including content tagging, web conferencing, customer segmentation and more. All of the services support co-browsing, shared page and form fill, without an additional software download requirement on the part of the visitor.

Velaro also offers a wide variety of reports and most reports can be exported as a PDF, Excel, MS Word, HTML or XML file for easy sharing. They also provide easy to understand charts that make it easy for you to see the effectiveness of your chat campaigns. They also offer reports that can communicate information about operators, conversions, transactions, chat requests, proactive chat request results, surveys and more.