Review

HelponClick

HelpOnClick is a web based live chat platform for one man, small scale to mid-scale businesses. It offers a simplistic interface allowing users run the software from any computer with an internet connection with no need to download software on the resident computer. If you are searching for a live chat software that’s simple, low cost and easy to use then HelpOnClick is your best bet.

Below is our review of the system on several points:

Chat

Operators have one on one chats at their disposal. On the pro and deluxe versions, more than one operator may attend to chat requests at any given time. Operators can initiate and invite visitors to chat even with a popup blocker installed.

Website Monitoring

All versions of HelpOnClick let you capture visitor info, and geographical visitor location, but real time traffic monitoring is restricted to users on the deluxe version.

Spelling

Only the deluxe version of HelponClick features a spell checker.

Supported platforms

HelpOnClick is totally a web based livechat system so you can access the system from any computer with a functional internet connection and web browser.

Canned Responses

In the live help world having an efficient canned responses system is a life saver. Fortunately, the guys at OnClick chose to make life easy for their customers by including canned responses on the system but, on the downside, this feature is only available to pro and deluxe users. We like the way canned messages are interposed into the interface to give operators quick access to messages as need be.

Pricing

Here’s a pricelist for the basic, pro and deluxe versions of HelponClick. All versions provide an instant web based live chat features in real time. The deluxe version is padded with several features unavailable in the both the basic and pro versions. Features like chat transfer between operators, real time traffic monitoring, chat invitations are only open to the deluxe version of HelponClick. The deluxe version supports an unlimited number of operators and departments while the basic and pro versions support 1 operator and 1 department (for basic), and 3 operators and 3 departments (for pro) respectively.

	Basic	Pro	Deluxe
Cost per month	$19	$29	$49
Cost per quarter	$52	$79	$134
Cost per year	$190	$290	$490

Additional features

Additional features offered by the HelpOnClick platform include:

• Push URLs & Images - permit the operator to show images to the visitor and open a URL on the visitor’s browser.
• Attach Notes to your Conversations –
• Chat Queue – All operators can attend to visitors on the chat queue.
• Chat Transfer between Operators – An operator can transfer a visitor to another operator. This comes in useful when handling a multiple queries from a visitor. Only available on deluxe.
• Operator Auto Offline – Visitors are no longer left waiting for an operator after work hours because an operator forgot to logoff. Set auto offline and the offline icon indicates live chat is closed for the day.

Reports

Alongside real time traffic monitory, HelpOnClick lets users Capture visitor info, Geographical visitor location, Clicks reports / statistics and Operators statistics. OnClick decided to make operator statistics unavailable for basic users since just one operation is permitted. Overall, HelpOnClick is not a strong reports generator with several possible reports mission (keywords, pages visited etc.), however it performs good for a web based platform.

Customizations

HelpOnClick lets you customize several aspects of the system. Online/Offline icons could be changed to suit your brand, the invitation image that a visitor sees when invited to chat is also customizable to suit your preferences, the text support and HTML support icons as well as number of rings for incoming chats may be personalized. All text and fields on the chat window may be customized. An operator may be assigned to several departments.

Multiple Languages support

All language types are supported.

Security (Encryption)

Thankfully all versions of HelpOnClick support the secured SSL link.

Customer Support Representative Performance

HelpOnClick’s customer support is one of the best we’ve seen. They have included all the basic features of a live chat system and a couple of helpful features for visitors. After chatting the visitor may create a transcript to be printed or sent to email. The deluxe version presents an active history (if available) on the visitor.

Note: Sending transcripts to email is not available in the basic version.

When it comes to browser based live chat support, HelpOnClick stands up as one of the best support platforms available. It does not offer complicated features like third-party integration with CRM software but it’s web-based and this alongside other similar limitations can be forgiven.

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