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.