Velaro knows the business because they have played a heavy hand in providing companies just like yours with live chat support software for over a decade. Although enjoying their successful reign at the top of the pack, this TopTenREVIEWS Silver Award winner is vigilantly improving their live help software in order to keep up with the demand for live chat support made urgent by a surge in eCommerce customers shopping online.
As customers move online, Velaro's live chat support software will be there, fully customizable according to your needs. With Velaro, there is never a reason to settle, as you can determine at what level your live chat will perform. Whether you have 10 or 10,000 customers, this live chat support software has the features and functions you need to serve your customers.
Velaro has the capability to do so much. With this live chat software, you are able to monitor customer movement on your site and collect in-depth information on customer chat and purchase history. This information will not only allow your chat agents to better understand customer plights, it will help you develop marketing campaigns that will bring in revenue.
No longer must you adopt the lackluster features provided by some other technical support companies. Like a perfectly tailored suit, Velaro is customizable depending upon your live chat support needs. As the weeks, months or years go by, your company may require more agents, a brand change or just more chat features. No problem. The choice is always yours.
As the administrator over this live chat support software, you have the ability to easily control and monitor all agent interactions through the administrator control panel, including viewing any past or real-time chats. Through this panel, you also have the ability to view over 50 different reports, providing you with valuable information.
If you are a small- or medium-sized business owner, you may not have thousands of customers accessing your technical support at one time, but even 10 customers and three agents can be difficult to handle. Velaro knows that having the ability to multi-task while chatting is essential for your agents.
This live chat support software offers basic and advanced integration tools that can help you provide outstanding service with a convenient customer relationship management (CRM) system and shopping cart integration. Velaro live chat support software provides advanced proactive chat invitations and even sophisticated marketing tools like targeted and unique chat invites, suggested purchase tools, the ability for your agents to chat with multiple customers at once and the option to switch between chat conversations. You can also transfer chat conversations between operators, and you can email chat transcripts. Velaro makes it easy to send out automatic responses, offering a variety of alerts, availability statuses and much more. The service can also be used to support chat conversations between operators.
"Intelligent Engagement" is a sophisticated marketing tool that sets the bar high for live chat support software. While your chat operators are offering expert help to your customers, they have the freedom to view the following information:
- Name of your web visitor
- Items in the customer's shopping cart
- The customer's purchase history
- Previous chat records from the past two years
- The webpage they are currently on
- Their traffic pattern from the time they landed on the site
This feature will revolutionize the way your agents interact with your website visitors.
According to Velaro: "Reporting is the primary tool needed to ensure your live help service is successful. It is absolutely critical for making marketing and customer service decisions." Velaro offers you reports that communicate information through clear charts that make it easy for you to see the effectiveness of your chat campaigns. You can share these reports with investors, present and future clients, and company employees. Velaro has made this easy by offering you a wide variety of reports that you can export as PDF, Excel, MS Word, HTML or XML files. You determine when these reports will run – daily, weekly or monthly.
"Real time" is a phrase we hear frequently, especially in the online realm. Velaro realizes that you and your business need to know who is visiting your site and what the site's traffic patterns are at all times. Real-time visitor monitoring allows you to know the exact traffic patterns of your customers and provides you with the powerful tools to assist your website's visitors in real time. Real-time visitor monitoring also allows you to customize your Velaro Desktop view and set filters in order to find visitor information quickly and efficiently. When you employ filters, for example, your agents are able to see which customers would benefit from a live chat support technician and can deploy a proactive chat invitation. Proactive chats are the perfect solution, as through your real-time monitoring efforts, you will know exactly when your web visitor needs assistance. Velaro recommends that you wait until this perfect moment before initiating the proactive chat, allowing your visitors between 30 to 60 seconds to peruse the site. There may be times throughout the day that an agent is not available to take customer
chats. With other live chat support options, a missed chat may mean a lost customer. This is not the case with Velaro live chat support software. If an agent is not available to chat with a customer, a missed chat form will appear so the visitor can enter in their information. You can choose where this completed form will go, including through email, and whoever receives this form will have the information necessary to follow up with the customer.
Velaro has succeeded in creating live chat support software that is easy to use, without sacrificing the quality. Velaro has powerful live chat support software tools that provide you with the real-time customer monitoring and information that you need in order to run a successful business and help maintain loyal customers. Each feature – including live chat support (and all of its sub-features), proactive chat, conversion tracking and reporting tools – are easy to use and maintain, and they make it easy to glean vital information.
This live chat support software company really knows the business, and they effortlessly create a symbiotic relationship between you and them. Their focus is creating a business strategy based around your specific goals. So not only is the software application easy to use, the entire process, from initial contact to live chat support success, is seamless.
The help and support features within this live chat support software are valuable, conveniently located and easy to understand.
A support tab is located on the top of every page on the website. The support tab takes you to the Solutions Center. Here, you have access to several support options, including:
Search Box – When you type a keyword or phrase into the search box, a list of related topics will populate.
Velaro's Community Portal – In the Community Portal, you can read articles relating to FAQs, Ideas Under Consideration and Common Problems. You can also ask your own questions, share an idea or report a problem.
Guides – Velaro's live chat user guides are perfect for all users of this live chat software. Downloadable as PDFs, the guides take you through specific steps relating to each process. Some of the topics include: "Quick Start," "Agent Desktop,""Chat Message Placement," "Administration Guide," etc.
Video Guides – You will find nine live chat support videos on Velaro's website illustrating basic features that are available to the administrator in the live chat console.
For additional support, you can email the live help service, contact their phone support or access live chat support 24/7.
With over a decade invested in customer support, it is clear why Velaro is one of the best live chat support software applications available on the market today. We are blown away by so many aspects of this software, including the overall ease of use, monitoring capabilities, features set and help and support options. We believe that your company, small or medium, will benefit from this live chat support software.
