Velaro Product Details
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Features:
- Monitor web site visitors in real time.
- Proactively initiate live customer support with any web site visitor.
- View a real-time summary of each visitor. Including browser information, previous live customer support chats, survey responses, and their navigation path through your website.
- Block visitors originating from specified addresses who have become nuisances or abusive. Ban them from receiving live customer support.
- See exactly where your visitors are coming from. Velaro can tell you what keywords people are using to find your website from all the popular search engines.
- Choose how many simultaneous live customer support chats each representative can support.
- Set your status to available or unavailable (not accepting new live customer support requests)
- Departments. Assign users to departments, and direct live customer support to only users within a specific department.
- Set your status differently for each web site you are supporting.
- Never miss a live customer support session. Set your status to unavailable after you computer has been idle. Return to available when you move your mouse or press a key.
- Custom, personal pre-made messages for quickly responding to visitor requests.
- Configure your custom headshot for display within the visitor's chat window.
- Auto-forward all live customer support requests to a default e-mail account upon completion.
- Let visitors choose a specific department or representative, or let Velaro choose automatically based on sophisticated routing rules.
- Visitors are placed in queue if all representative are busy supporting existing chats.
- Auto-receive new live customer support requests, or manually accept them.
- Visitors can have their chat transcripts e-mailed to them.
- See when a visitor is typing in the chat window.
- Transfer chat to a different representative.
- View other representatives that are online, and chat with them at any time.
- Proactively join any live customer support session that is in progress.
- Push web pages to the visitor.
- Add hidden text to a chat. Useful for creating notes in chat log or communicating with other representatives that are in the chat.
- Representatives can e-mail live customer support sessions that are currently in progress.
- Pure HTML based chats for your web site visitors. No Java applets or custom applications are installed on your visitor's computer.
- Display live help on your pages at all times, or only when someone is available to chat.
- Display text or image as your customer support link.
- Display a different text/image when no support representatives are available.
- Auto-initiate a live customer support request after a visitor has been on a page for a specific amount of time.
- Allow each web page to check for representative-initiated chat requests every 5 seconds, or wait until visitor navigates to next page.
- Over 60 customization options for controlling the entire visitor experience.
- Control corporate branding
- Message text for all 11 windows that a visitor may encounter.
- Process and workflow
- Colors and window sizes
- Customization options are set for each site, but many can be overridden for a specific department, and again for a specific representative.
- Velaro is primarily offered as a hosted solution. No server or databases to install. Simply download our support client application and you can be providing live customer support in 10 minutes.
- Service accessed via Windows support client application. Better than pure web-based solutions.
- Script generation wizard. With Velaro you don't have to learn anything about JavaScript. Simply run our wizard and paste the result to your website.
- Monitor and provide live customer support for multiple web sites.
- Support for working behind firewalls and proxy server.
- Time zone control for each representative. Great for distributed environments!
- Administrators can add, update, and delete individual users.
- All live customer support sessions are archived and available for viewing.
- Search archives by date range, or for specific text.
- Chat text line level security - representatives don't see chats or chat text they don't have access to.
- E-mail archived chats at any time.
- Delete archived chats.
- View comprehensive usage statistics including how often your representatives are logged in, and generalized chat activity.
- Daily usage statistics automatically e-mailed.
- Groups - organize surveys into common groups.
- Link pre-chat and post-chat surveys directly into the chat process.
- Control the exact look and feel of each survey.
- Embed surveys into any of your web site pages.
- Mark surveys as active or disabled.
- Let visitors answer a survey as many times as they want, or just 1 time.
- Track visitor data along with each survey response.
- E-mail all survey responses to a specific address.
- Display random surveys and weight each survey based on desired frequency.
- Schedule when a survey should be displayed.
- Comprehensive survey reporting.
Screenshots:
A complete list of features and side-by-side comparisons are available on the Live Chat Support Software Review HomePage.
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