Review

Live2Support

In the era of complex computing and software engineering, Live2Support manages to pull out a unique live chat offering providing essential features in simplistic fashion. We found the software to be cost effective and even though it doesn’t possess some more advanced features paraded by the competition, the cost saving premises of this live chat software is simply not to be looked over if you can afford to.

The thing we liked most about Live2Support, is that you really don’t have to download the software. With only a supported web browser and stable internet connection you can perform most/all of the tasks available in the desktop version of this software.

Downloading and Installing

Live2Support takes less than 1MB of disk space. It uses the standard windows installation shield program and you shouldn’t have any problems with installing the software even as a less experienced windows user.

One thing we did notice is that Kaspersky Anti-virus 2010 detects Live2Support as some form of PDM.DNS Query (not malware or spyware). Just ignore any alerts and the software works just fine.

Once installed you shouldn’t have to restart your system as there’s no prompt for this. It runs automatically with a pop-up screen asking for log-on details. If you didn’t purchase the software before downloading, you may register for a 15 day trial period during which you will have all-round access to features available on Live2Support. A link to begin to registration process for a trial account or purchase the software is displayed, clicking it takes your default browser to the desired page.

Home Screen

Logging in brings up the homescreen. Unfortunately it doesn’t come up in maximized (full screen) mode and this is a little bit of a let down, if you prefer seeing just one interface at once.

Clicking the preferences button brings up a small dialog for additional options. The Control Panel button opens up a maximizable page that is quite the same as the online control panel page. It is actually the same page as the software seems to discreetly make use of the Internet Explorer process to load the control panel page and moreso you cannot access that page without an internet connection.

Website monitoring

Just like any normal live chat software should, Live2Support prides itself as being able to perform several website monitoring tasks giving the user and chat agents/operators the upperhand. Like many others the software actually allows you to view the country and region of each individual IP visitor on the site. The Operator in charge may block an IP, invite the visitor to chat, see the pages visited including the duration spent on those pages and so on.

Proactivity

Chat invitations are page specific to best capture users who the operator wants to invite to a chat session. Proactivity appears as a pop-up to the visitor with an option to close if uninterested.

SuperVising

Website supervisors will find the Control Panel home to every task they need to perform using the software. Features such as PPC Tracking and Hits Reporting, Visitor Statistics, Searchable Chat Transcripts, Chat Sharing, Chat Transfer and Messaging to another Support Operator, Administrator/Supervisor Monitoring of Running Chat Session and Participation, Operator Assessment/ Performance Reports and Time Logs of Live Support Service are easily within reach.

Supported platforms

Live2Support supports a windows based platform. Supposedly, users on other platforms may use the online version of Live2Support.

Web Interface

Canned Responses

We really liked Live2Support’s implementation of canned responding. Right from the chat interface it’s so easy for an operator to pick an ideal response under a general header to be used for the conversation. There’s also push URL’s which makes it easy for the chat agent to send a purchase link (or any other link) to the visitor.

Pricing

Live2Support is one of the cheapest live chat softwares out there but given it’s lack of features an advanced web administrator might consider essential to increased productivity, it’s quite in the balance. Intending users may choose a monthly, quartely, or yearly payment plan with special payment options available based on the number of chat agents to be used.

Packages	Bronze	Silver	Gold	Gold
No. of Operators	1	1	4	8
Monthly	$ 9.99	$19.95	$39.95	$69
Quarterly	$25 ($4.97)	$55 ($4.85)	$110 ($9.85)	$189 ($18)
Yearly	$95 ($24.88)	$179 ($60.4)	$380 ($99.4)	$580 (248)

(*) – COST savings

Additional features

• • Time based chat sessions – Toggling Live2Support’s settings to introduce time based chat sessions displaying the time on each conversation up to the second it arrives.
  • Real time on-line/offline status – In real time, Users can choose to display an online or offline status to indicate availability of chat operators at any particular time. Useful for noting non-work hours.
  • Trial Period – Live2Support offers a 15 day non-obligatory trial period during which the user has full access to all aspects of the standalone windows application and web interface.
  • Money Back Guarantee – There’s no mention of a money back guarantee offer.
  • Web Helper – Live2Support makes use of an internet based web helper application. It still looks and presents pages like a standard windows helper file but you must be connected to the internet to access it.
    

Reports

Live2Support does not support automated reporting as users can only generate chat transcripts. If you are in need of a complex report generator, you may have to look for that in some other software.

Customizations

Live2Support does not give users much of a choice when it comes to fluid interfacing and the rest, it’s basically a take it as you see it regime. On another hand, things like the visitor chat window, chat graphic images and highly customizable allowing you integrate your company logo, and any other desirables.

Chat Window Skins – Here’s a great part of the software allowing users choose anyone of several chat window skins at no extra cost.

Multiple Site support

Live2Support may be downloaded on as many PCs. The actual number of agents allowable is determined by the software version purchased by the user.

Multiple Brand support

Yes. You can install on multiple websites operating concurrently.

Security (Encryption)

Live2Support possesses a secure mode check box at the login screen. This applies both for the standalone Windows 32 based application and web interface. Secure mode is SSL based although they don’t give any more details on what level of SSL encryption is being used.

Customer Support Representative Performance

Although the aesthetics of Live2Support is not the best that it could be, the Live Chat agents represents a strong advantage for the company.

One strong downpoint is the simple chat interface. Visitors have no idea if an agent is typing a message or sipping a cup of coffee and there seemingly are no buttons to print or email a transcript of the chat conversion. An upside is that you can implement a post-chat survey at your own convenience.

Here’s a sneek peek into the chat interface. Expect to have something similar to this if the software is installed on your website but of course there are several templates to choose from that could grant your own brand ingenuity.

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