When chatting with a potential customer, operators using Velaro get access to a large amount of customer data that can help them better understand the needs of the other person on the conversation. Through the software’s real-time website visitor monitoring functionality, operators can customize their desktop view to quickly parse that information. Once in that view, operators can determine which customers would benefit from live chat support and then deploy a proactive chat invitation. Velaro also employs “intelligent engagement,” a marketing tool that gives your chat operators options to view information about your web visitors. Right from the operator dashboard, an agent can see the customer’s name, browser, country and the webpages they are visiting from.
The agent can also apply filters that highlight a customer’s specific needs and act as another marketing tool. With this corporate chat software, your marketing team can methodically track the search engines and keywords that bring customers to your site. In addition, the operator’s chat window can focus on visitors that have lingered on a certain page, set off various SEO or site triggers, have high-volume shopping carts, or have trouble with shipment information or filling out a membership form. Whatever your visitors are doing on your site, your operators are informed and alerted immediately.
To better serve potential customers, Velaro can integrate with numerous popular commercial software suites. For example, the platform’s exceptional shopping cart and CRM integration helps businesses that rely on e-commerce to encourage customers to complete their checkout process. If the sale is not completed promptly, the software allows the operator to send an incentive or coupon to help sway the customer to complete the transaction. Other major integration options include CRM, help desk systems and e-commerce applications, such as Salesforce, NetSuite, Magento, Microsoft CRM and Zendesk.
Aside from their integrations, Velaro offers several other powerful features that any business can successfully leverage, like tiered chat routing to help ensure customers get sent to the right department for help, native file-sharing capabilities, and automatic translation functionality powered by Google Translate.
Since live chat often deals with sensitive customer data, Velaro helps with enterprise security built on a Microsoft ASP.NET framework. Data is stored in a Tier 1 SAAS Type II secure data center, though you can also store data on the server of your choice. Other security features include the ability to disable file transfers as well as record and archive chat transcripts and email. You can also encrypt chat transcripts or ban a user by blocking their IP address.
As one of the more powerful solutions found in our research, Velaro also ended up as one of the most expensive. The company offers two main service tiers: Small Business and Professional. Both tiers offer varying levels of service, with Small Business costing $64.95 per user, per month and Professional charging $179.95 per user, per month. The company offers an Enterprise tier as well, though that setup is custom tailored to your company’s needs and requires a consultation with Velaro’s sales department for a price quote.
While we were impressed with Velaro’s powerful tools, we did find the lack of video chat and co-browsing features a curious omission from such an expensive service. Ultimately, the high price tag may be the biggest deterrent for most companies since the service is really aimed at larger companies from the get-go.