Review

Velaro

Web Platform

Velaro is a handy live chat tool that provides a series of features suitable for a small to mid-scale business. The application occupies 9MB and can be installed on as many systems as needed (allowable live chat agents is determined by the package purchased). Users who’d prefer to work from an internet browser can perform every task Velaro has to offer from the online control panel.

On their website is the Velaro Admin Guide.pdf file to get you accustomed with every feature the software has to offer in about 166 pages of text and graphical images.

Chat

Velaro lets users respond to chat requests from the downloaded software and browser platform. This is a lot convenient for mac and Win64 users, whose computers do not support the software. Chating includes a spell checker, canned responses, and an active history on the visitor.

Visitor monitoring

Users have an array of website monitoring features at their disposal. With advanced geo-targeting, search engine and keyword analysis, advanced off-line visitor reporting, and visitor page navigation history, operators and website administrators have unrestricted access to several features in this category.

Proactivity

Proactivity is an add-on feature supported on the SMB Plus, and Enterprise versions of Velaro.

Spelling

Velaro provides a spell checker feature allowing the user choose a language of choice. Spell checking may be enabled/disabled as needed.

Supported platforms

Velaro supports the Win32 platform. Users on other platforms may rely on the browser-based platform which works as well.

Canned Responses

In the world of Live Supporting, Canned or Premade responses/messages are a real life saver. As the administrator, you’ll have access to all premade messages (both the personal and shared ones). Messages can be grouped in categories with a message title also available. Agents are only able to view, create and delete their own personal canned messages.

Pricing

Although, Velaro is a feature packed live support platform we think it’s a bit on the expensive side especially when multiple operators are concerned. Velaro charges a fee per agent on monthly or yearly basis. This could add up to a really large fee as additional operators and departments are added to website support.

Small Business	SMB Plus	Enterprise
$52.95 agent/month	$66.95 agent/month	$149.95 agent/month
$499.95 agent/year (19% off)	$719.95 agent/year (11% off)	$1559.95 agent/year (15% off)

Unique feature or additional features

Trial Period – Intending customers are invited to a 10 day trial period during which the application and online control panel are available for free. No credit card is required.

Third Party Integration – Velaro has probably the most fluid Customer Relationship Management integration we have seen. The software is easily synchronized with the popular CRM systems like NetSuite and Salesforce.com. It also supports non-listed CRMs and even proprietary ones. Chat agents may be forced to log chat transcripts as part of a customers information on the CRM. Vonage, Google Analytics, Twilio, are also supported on all versions.

Pre/Post Chat Surveys – By presenting users with a high-level workflow map available from the Setup : Workflow option, you can personalize every aspect of the live support process to suit your brand. Configure pre and post chat surveys with unique questions that could help improve your service.

Auto-Away Timer – The auto-away timer logs off an operator after a given period of idleness on the computer.

Quick Start Wizard – This wizard is an intuitive help tool for new users. It goes through and lets the user configure the most important features on Velaro.

Agent-to-Visitor file transfer – Operators may transfer files to a visitor during chat.

Post Chat Surveys – Obtain useful information from visitors to determine the efficiency of support staff.

Co-browsing – Lets an operator co-navigate the same webpage as the visitor.

Reports

Advanced off-line visitor reporting, Search engine and keyword reporting, Comprehensive survey reporting are some reports automatically generated. Scheduled reporting is also available on the Enterprise version of Velaro.

Customizations

Users can customize most aspects of the system to suit their requirements. Chat window skins are available, the online/offline icon could be changed, and surveys, and fields could be added or deducted from the web based form a visitor fills when applying to live chat.

Multiple Languages support

Velaro provides support for multiple languages.

Multiple Site support

Velaro supports multiple websites. The administor manages all websites and allocates operators to a particular website for support. Web based forms can be customized to match the corporate brand.

Security (Encryption)

Velaro uses an enhanced security system permitting chat agents log in using SSL. An administrator may also make it compulsory for every login session to use secure SSL. Velaro supports the industry standard 128-bit SSL encryption.

Customer Support Representative Performance

Velaro customer support service is reachable via email, chat and a toll-free phone number. Their agents respond promptly to chat requests and they were helpful throughout. You can expect top-notch customer service when using Velaro.

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