Help/Support:  

We contacted Velaro’s customer support, through a variety of means, by phone and by chat, and received our desired outcome every time. We were pleased to find out that they offer 24/7 chat support and toll-free telephone support. They offer extended hours for their telephone support and offer special support phone numbers for their Gold and Platinum Enterprise Clients.

In terms of support documentation, the desktop agent comes with a help file and online you can find a searchable knowledgebase, FAQs, a forum, a Quick Start Guide and an Administrator Guide.

They also offer additional training; you can contract Velaro for Train the Trainer, Staff Training and Best Practices support, as well as integration, customization and design consulting. We asked them on the phone about their consulting and support services, they offer many services for free to clients, and they also offer implementation support and advice on how to create effective chat invites, chat conversation etiquette tips and creating script for making Velaro easily work with a variety of Shopping Carts, CRM programs and much more.
 

Scalability:  

Velaro does not set a limit on how many operators you can have, though some traffic limitations may apply, for example the SMB package is set at 10,000 hits per month and the Enterprise edition is set at 100,000 hits per month. However, you can contact Velaro to make a unique service arrangement. They also offer a variety of traffic tracking packages.

We liked the great flexibility, customization and integration abilities offered by Velaro live chat support software. In addition, their pricing structure is competitive and they provide over-the-top support. To help make choosing your chat service easier, they even offer a free trial, so you lose nothing by trying it out; we did and we really liked it.