Most of live help service providers fail to impress for one little reason: their sales isn’t available. While trying to get in touch with anyone at some companies that provide live web chat I discovered that live chat sales reps were unavailable. The very tool they are trying to promote isn’t being used. And I am not talking 24×7 service, this is perfectly business time at around 10 – 11am EST. Besides everything else, this leaves an impression of a one-man shop behind the service, which (while being totally normal business model) raises the question of reliability.
Now, let’s move on to the reviews.
HelpOnClick – very simple live help and live chat service. While perfectly functional and quite inexpensive it lacks visual appeal for both web site itself and chat windows/operator screens (and it also lacked live operator when I needed it). While looking at operator screen I couldn’t help but think that it was designed by a programmer, not a web or interface designer. It very functional yet inconvenient to use for people who lack enough computer training – they simply look at wrong places in order to find a required controlling mechanism. Pricing varies from $19 for single operator license per month to $49 per month for Deluxe plan with unlimited number of operators.
SalesRep – offers hosted and outsourced flavors of live chat service. The hosted live help service starts at $8.95 per month for 1 seat, 3 seats will cost you $27.95 and 20-seat corporate license will set you back for $87.95 per month. It must be noted that certain sections of admin console for this service looked horrible in my Firefox. Overall experience of using this live help service provider was somewhat troublesome. The chat window (on both customer and operator side) kept blinking while refreshing all the time, sometime even preventing customer from typing. We didn’t notice any such problems with most of other services.
(Continued – Read Part 4 of the Live Chat Services Review)