Velaro

This live chat software was among the several I had tested to learn the best for our business. The user interface is very straight forward and easy to learn to use. It's customizable so you can brand the chat window to represent your brand. As admin you can keep an eye on all interactions by agents and gain a big picture view through many different reports available and you can integrate Google Analytics as well. There are several useful integrations possible including Facebook, Zendesk and a few customer relationship managers. There is a click to call feature which perhaps differentiates this software the most but the surveys is useful as well. You can also create a knowledge base which is a big time saver for agents and end users. There is real time monitoring and filtering of visitors which is useful as a business intelligence or market research tool. And there's a decent knowledge component on their website to help you troubleshoot or get the most out of their software for your business.

When I clicked on their website live chat window it opened the window but had a blank white screen with only this URL: (http://) api-engagement-us-east.velaro.com/1032/Chat/4372 and nothing else. It wasn't a great first impression as a serious prospect of their software. Perhaps it was because my trial was open on another tab but regardless I had to question the reliability within a few minutes of using it. They make a point that only U.S. English is available currently integrated with the software and to contact them for additional languages which is unfortunately for a whole lot of their potential market that it takes additional development for every international language otherwise via Google Translate. I believe there should be more integrations possible as well and that there shouldn't be an additional charge for them. Remote support is perhaps the most significant feature lacking besides Google Translate in my opinion. It's the best way to help people directly on their desktop with technical issues during the chat session. And the ability to add attachments as an end user unless I am mistaken is not possible either and makes it require more steps than is efficient as possible compared to their competition.

I'm not a huge fan of the live chat software to be honest. It has a lot of robust features but it lacks in significant ways compared to some of their competition which are more affordable and offer quite a lot more value in my opinion. The click to call feature is relatively unique during my research but not being able to add attachments such as screenshots, or utilize remote support for hands on technical support means the service offered through this software is not as good as it could be.