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Need your feedback - which company is the best?

     
7:09 am on Mar 27, 2009 (gmt 0)

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We are going to open live chat support on our website. Can you suggest which company provides the best solution and service?
9:10 am on Mar 27, 2009 (gmt 0)

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In my opinion...phplivesupport. You own it and it has a new version coming out.
3:56 pm on Mar 27, 2009 (gmt 0)

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I have to say, I just found out about livezilla .. it is 100% free and it is the most complete solution I have ever seen.

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.

Thank

11:11 pm on Mar 27, 2009 (gmt 0)

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Is the livezilla client which resides on the local computer soley a Windows app?
11:22 pm on Mar 27, 2009 (gmt 0)

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Looks like both of the aforementioned products work with Windows.
7:07 pm on Mar 28, 2009 (gmt 0)

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Yes, livezilla has a client that runs on your windows machine and also the server admin application runs locally on your windows machine.
12:23 am on Mar 30, 2009 (gmt 0)

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We use ProvideSupport with good results.
1:34 am on Mar 30, 2009 (gmt 0)

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Make sure it supports Mac users!
12:47 pm on Mar 30, 2009 (gmt 0)

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livezilla supports mac users .. im a MAC user. I just use VMWare Fusion to run a windows OS along side MAC. I need Windows for a few other things.
11:01 am on May 31, 2009 (gmt 0)

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On the Livezilla demo if there is no one available to take the chat request it just sends a come back later message which, I think, is BAD.

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.

9:05 pm on May 31, 2009 (gmt 0)

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We are using LiveZilla. It is kinda nice to have a real time view of the search string that got them there, and where they are. An unexpected side benefit was it acting like a real time analytics package.
10:18 pm on May 31, 2009 (gmt 0)

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I have never been a fan of live chat.

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]

10:33 pm on May 31, 2009 (gmt 0)

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I have tested different kinds of chat applications with my service providers (I have not used anyone of these on our own websites)

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 ;))

Regards,

1:18 pm on June 28, 2009 (gmt 0)

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ssgumby wrote:
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.

3:15 pm on July 6, 2009 (gmt 0)

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LiverPerson is great, but very expensive. We use it for a few clients, but for low-traffic sitesm or B2B I'd go with a scripted solution that's free. LiverPerson's branding helps convert a few extra sales for us so it pays for itself on high volume E-Commerce sites.
4:09 pm on July 7, 2009 (gmt 0)

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It can't hurt to add it if it's cost-effective.
 

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