Allows us to reach to more customers

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What specific problems in your company were solved by this product?

We used to get inquiries primarily from a web form. It was cumbersome and would eat much of our time sorting them manually on a spreadsheet. Velaro allowed us to engage customers right off the bat, organize queries based on the difficulty level. We have a more streamlined workflow now handling inquiries.

Are you a current user of this product?

No