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1. Live Chat
2. Can send to multiple support people
3. Support person A can transfer chat to support person B
4. You can see customers online and can even follow them around the site.
5. You can send a chat request to the user.
6. You can co-browse with them as you support them.
7. While co-browsing, you can even take control of their browser and navigate for them.
I personally would not do 5,6 or 7 and it appears to invade their privacy but it sure is sweet that you can do it. I know in the past we have had a customer or two that says "they cant checkout" and I would probably use the co-browse for them to see what exactly they mean as they can never fully explain it.
It was simple to install and took me less than 30 minutes. I am not using it on my live site yet, I just discovered it this week and am testing on my test site but so far it seems great.
Is there any way of letting user wait for say 30 seconds while trying to connect and then offering them the option of sending a message via email so when someone does next come online they can read it and reply?
I think that once a user has gone to the trouble of clicking the live help button you have to be able to capture their question or concern one way or another and, from the demo, the Livezilla way is not good.
Whenever I have had an important enough question to initiate a chat session, it has always been to difficult for the rep to answer, so they give me a phone number to call the business. Other times, it is always closed. Any questions they could answer can be found on the website easier then going to a chat session.
People can see right through the friendly rep chatter if you don't have an answer to their question, and it's irritating and time wasting. This is often worse then not being available at all.
[edited by: MrHard at 10:27 pm (utc) on May 31, 2009]
I will recommend you to search for following on web(google):
1. hosting providers (for dedicated/cdn)
you will come across numerous top 10 results, mostly all of them have a chat application suited for there clients (what works best for clients, is they choose ;))
I know in the past we have had a customer or two that says "they cant checkout" and I would probably use the co-browse for them to see what exactly they mean as they can never fully explain it.
Just wanted to point out that in my experience with Boldchat and LivePerson chat, while you can see the urls of your customer and co-browse with them, you cannot see anything that is dynamically added to the pages on your customers computer (such as cart items stored in cookies). For my cart this means I can take the customer through a set of pages, but if they add items to their cart or try to check out I cannot see this or help them with it.
This may not be the case if your cart passes its variables in the query string, but this method is much less common.
Cobrowse is still cool to point people in the right direction. I occasionally use it, but only after asking the customers permission.