AliveChat Review « Live Chat Software Review

AliveChat Review

AliveChat

Chat (one on one, one on many)

Operators can chat with several visitors at the same time with multiple chat lines. The platform routes calls on a First-In First-Out (FIFO) basis. Operators can transfer calls to a colleague more capable of answering a question. With multiple departments an administrator can assign each operator to answer questions for that department. A transcript is automatically sent to email at the end of a chat.

Visitor Monitoring

AliveChat lets administrators and operators obtain real-time information on all visitors as they browse through the site. You can gather their IP address, country, browser configuration, the current page they are on, duration on website and see what link they clicked on to reach your site. You’ll also see the search engine terms if they were referred by a Search Engine. Live Site monitoring is available on all versions, but the Visitor Recorder tool which allows administrators save this information and view at a later time is not listed on AliveChat LITE.

Proactive Pop-Ups

On PRO and PRO+ versions of AliveChat administrators can create an unlimited number of filters to automatically deliver pop-up invitations to visitors based on time on a page, number of pages viewed and which page they are on. This could be done manually by an operator.

Spelling

AliveChat does not have feature an in-built spell checker. If available, a browser’s spell checker will work with the platform.

Supported platforms

AliveChat works perfectly with both Mac and Windows OS computers. They offer a downloadable AliveChat Client which permits operators to log in and launch the operator console without having to visit the “Client Login” page on the website. This client is totally optional and operators can run the platform normally on most browsers. Only Safari and Firefox are supported for Mac OS computers.

Canned Responses

AliveChat provides canned responses as Push Phrases an operator may use to answer frequently asked questions. Push URL is also available to redirect a customer to a particular web page that has an answer to a question.

Pricing

WebsiteAlive offers licenses with 2 seats on each version. Users then have to pay an extra monthly fee for each additional operator.

	AliveChat LITE	AliveChat PRO	AliveChat PRO+
Licensing and Pricing	2 seats	2 seats	2 seats
	$ 29.95/mo	$ 69.95/mo	$ 97.95/mo
Additional Operator(s) each	$ 9.95 /mo	$ 19.95 /mo	$ 29.95 /mo

*There is no setup fee on all versions.

Unique features

Trial Period – Website offers a free 10-day no obligations trial period. You don’t have to submit your credit card details to gain access.

Money-back Guarantee – Users get a 60 day money back guarantee on all AliveChat versions.

Mobile Chat – Operators can resume work right from their mobile phones. AliveChat is one of very few livechat support software incorporate mobile chat on this level.

Away Mode – When you are on break, or away from your computer, you can leave AliveChat on away mode that will prevent visitors from chatting with you. You can still monitor traffic, receive chat transfers, and request proactive chats while in away mode.

Operator-Operator Chat – Communicate with other Operators within your organization via a private chat room.

Return Visitor Recognition – When customers connect with a chat, their network IP addresses are recorded. When customers return, their presence is detected and prior chat histories can be instantly accessed.

Auto-Greetings – When calls are accepted, programmable greetings respond immediately to welcome customer inquiries.

Call Transfer – Sometimes certain Agents/Operators may not be equipped to answer a question

Call Queue – Visitors are queued on a first come first serve (FIFO) basis and then transferred when Operators are available.

Automatic Call Distribution (ACD) – Routes calls to Operator with the least chat volume, providing efficient load balancing of incoming calls. This also ensures that online Operators receive equal call volume.

Administrator Rights – An administrator may assign rights to operators that allow them to run reports and configure the call center.

Reports

AliveChat is capable of automatically generating reports and some available on demand. An Operator Log In Summary helps the administrator monitor specific log in and log out times for each operator. The Operator Performance Analysis Report monitors average calls per day, average answered calls per day, average response time, and average call length. The Return Visitors Resolution Analysis Report briefs you on return visitors. Chat Trends helps you determine whether to hire an extra operator when dealing with busy peak periods. Concurrent Chats and Survey Results are all included in the browser-based platform. Website Traffic Analysis Report is available in AliveChat PRO and AliveChat PRO+ versions only.

Customizations

AliveChat administrators can customize several aspects of the software to suit the needs of business. Users may choose a preferred design from the Chat Button Gallery (for Online/Offline buttons) or create custom button. Without prior knowledge of HTML & CSS, users can create exciting Visitor Chat Windows that matches the website brand.

Multiple Site support

WebsiteAlive features multiple site and brand support. With just one AliveChat account administrators can have the same set of operators provide support for as many websites and easily distinguish which websites visitors are coming from with website identification features.

Multiple Languages support

You may configure AliveChat’s user text, prompts, and messages to be in your native language and dialogue.

Security (Encryption)

A SSL (Secure Sockets Layer) Operator and Visitor chat encrypts your chat conversation ensuring no one can intercept critical dialog.

Customer Support Representative Performance

AliveChat provides support for its users via Email, Live Chat, Phone, and the AliveChat Self-Help Knowledgebase. Support is available 24/7 and they guarantee a 99.9% uptime period for the platform.