Velaro Review

PROS: We have analytics that shows many of our prospects prefer to live chat over the phone. Before implementing Velaro, we were missing out on engaging this customer branch, people who are interested but wary to phone us. Live chat enabled us to turn the tide and in six weeks that we've rolled out a web integration, we're happy to increase our lead rate to about 30%. In hindsight, we wouldn't have tapped this market had we decided to stick to phone and email support. Our focus was on customer service, but Velaro made us aware chat is sales, too.

CONS: It took a while to learn some of the advanced features. We are what our customers are, so I guess we didn't like calling the vendor as much as we'd have liked to find the answers from a help desk page. But we had a hard time so we decided to get in touch with support. They're able to help us through.

PROS: Our company has been using this tool for a couple of years and it has proven itself to be dependable throughout, with downtime kept to a minimum. I like that this solution is basically constantly online and that we can customize it so that the messages we send to our customers are branded and aligned with any marketing campaign we may have running. Because of this, I've been able to notice an increase when it comes to opportunities for making sales.

CONS: To be honest, I can't think of one thing I hate about this tool. The vendor has even helped us out when we decided to acquire more licenses and offered us a pricing scheme that fit our budget.

PROS: We've used a number of live chat options, and honestly, this was the easiest to implement and customize. We could take the button and easily integrate it into our website. I really appreciated this because it meant we could maintain our company's image and branding throughout.

CONS: Having the tool design be adaptable to mobile devices would be a welcome addition. The tool currently doesn't have this, and as a result, our site doesn't look as good on mobile devices.

PROS: Since we started using this tool, our online sales have increased twofold. This tool is also easy to use for both our agents and our customers, so any misunderstanding can easily be resolved. But what I really found exceptional was the customer support they provided us. By resolving a router issue we were experiencing, our operations weren't adversely affected letting us continue with our business unimpeded.

CONS: I don't really have a problem with the system itself, although the reporting tools could certainly use some improvement.

PROS: Since we started using the tool, I've seen how good it is from both the customer's end and the customer support agent's end. Because the tool allows us to include a picture of the agent manning the chat, our customers are assured that they're talking to a person and not a bot with canned responses. For our agents, the application's design lets them work on other things without worrying about missing a chat since the tool notifies them whenever there is a new message. I also really like the reporting function because it has resulted in our business being able to more efficiently monitor conversions and customers being served.

CONS: There are some parts of the tool that we could only fully use after some training, but overall we really don't have anything negative to say about it.

PROS: Getting everybody on board is smooth. It's easy to set up and use. We're able to customize it to our workflows, plus reports are quick to generate. I can view daily, weekly or monthly metrics, making it easy to spot areas that need improvement.

CONS: It could use a knowledge base with proper indexing. Even the most intuitive app needs a good manual.

PROS: One of the things that I really like about Velaro is the dashboard. Its reporting capabilities are also something that I enjoy. Both of these things have benefited our business greatly because of their exceptional design. Best of all, we always receive prompt responses to our queries and issues from Velaro's knowledgeable support team members.

CONS: I have noted that Velaro has limited the basic setup of their product by excluding some essential reporting tools.

PROS: It works well with Salesforce Cloud, our CRM platform. We decided to go for Velaro to add a chat component to our support. I feel that a third-party app has more flexibility than Salesforce's Live Agent. We get to sort conversations fast and meaningfully. The whole integration process was smooth, no small thanks to technical support from the vendor.

CONS: I thought the support they gave me could be created as a knowledge base video tutorial, so we don't have to call.

PROS: I have some tech background so setting it up is easy. But what I like about the app is it's also easy for my staff who have little coding experience. They don't have to rely on me, often, I just ask them to connect to the vendor for tech questions. Whether it's an on-premise issue or cloud features, Velaro is easy to implement.

CONS: They should sync multiple but similar accounts. I have one for on-premise and another for cloud. It'd be great to have both acting in unison so I can optimize both.

PROS: I've found that this software has been a great help with regards to our franchise since it provides a number of new leads. We were also able to acquire this tool at a price that fits our budget as well. Of course, more leads mean more opportunities for us to expand our business.

CONS: The current version of this software doesn't have the best online reporting feature. Working on the limitations of that feature will definitely make it a better tool for me.

PROS: Velaro gave us a quick way to set up chat on our ecommerce site. Installing it is fast and it works smoothly with our Magento. I can easily generate reports and I'm happy to note that we're capturing more customer queries today, which leads to more conversions. We don't have a tech person in the room, so having a simple but effective live chat app solves that issue.

CONS: They could build a more in-depth self-service customer portal so we don't have to call every time we need support.