We've been using CCS (click chat sold) as our online chat solution for several years, however we've experienced more problems in the past year with dropped connections, connections that appear dropped, and other issues. So now, we're looking at alternatives. We'd like a solution that allows customers to evaluate the quality of support received, provides reports on a variety of statistics, and allows us to archive chat scripts in a database for easy retrieval by a variety of search means. We're looking closely at liveperson and Kayako's integrated solution, but would consider others.
Can anyone suggest a solution that they've found reliable? We provide live support through this service, so having the best possible solution is important to us.
[edited by: lorax at 6:48 pm (utc) on Nov. 16, 2006] [edit reason] no urls in sigs please [/edit]
I've been using LivePerson since 1999 but have tried a lot of others. I've found the performance to be the best in the industry. If there are any performance issues (which are rare), you immediately get an email letting you know about the problem and that they are working on it. After its been fixed, you receive an update telling you what went wrong and why it won't happen again. Its important to note that in the last 2 years, service has probably only been down for a few hours total.
LP has the most functionality and they have a lot of additional service enhancements you can subscribe to - its also the most expensive. But if performance is your main concern - pay extra for reliability.