Rank: Member
Joined: 8/17/2006(UTC)
Posts: 681
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Does anyone use LiveChat? Does it make a difference to the sales? Do people use it?
What LiveChat system would you recommend and why?
Thanks,
Corneliu. |
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Rank: Member
Joined: 10/22/2006(UTC)
Posts: 74
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We've been looking at some implementations. Some of our competitors are doing it. I don't know yet if it is conducive to sales enough to justify the time it takes, or the intrusion. I'm sure it may depend on margins and average tickets.
Some of the ones to consider probably include:
Cute Live Support
Live Person
Xigla Absolute Live Support
SightMax
We installed and tested Cute Live Support for a week. None of our staff ever really stayed logged in. It might have displayed "online" 3% of the time. But the customers did use it to communicate many questions (through "leave a message") and it suggested that perhaps there was a place for it. Some observations... the javascript (for this particular product anyway) had a rather significant and very noticable negative impact on page rendering speeds. The operator clients crashed workstations just about 50% of the time we tried to close it. In the end, it seemed like a bit of troubleshooting for a questionable return. So I pulled it from all pages to keep pages loading quickly.
LivePerson was something like $150 per seat per month. Too much, IMO.
Xigla and SightMax both look attractive as far as chat support goes. I couldn't get SightMax installed inside of 15 minutes, so I gave up and thought I might revisit it in the near future.
Xigla doesn't have an installable demo, but looks like it will work with asp.net 2.0. The online demo is very smooth. The pricing model was more attractive (unlimited operators).
I hope that at least gives you some places to look (or not look).
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Rank: Member
Joined: 6/26/2006(UTC)
Posts: 351
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I have purchased and used these three, in this order:
LivePerson
Xigla
SightMax
I have 10 customer services reps on our site, and chat is used every hour, and is an extremely important feature in our shop.
LivePerson was very expensive per month, not hosted on our server, and went down and it was frustrating when it was out of our control.
Xigla (I own almost all the Xigla products) - crashed too many times, I probably had some kind of wrong configuration, but I didn't like it much.
SightMax is what we use now, and we all totally love it! One time payment and we're done! We have 10 operator license. It is easy, and actually so much more fun to use for everyone than LivePerson. We can IM each other from SightMax, join in on conversations, and seemed to have the most features that we actually use. I also like the folks from SightMax, they seem the most personable and friendly when I need support. |
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Rank: Member
Joined: 11/18/2003(UTC)
Posts: 1,465
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I have to agree with Angela - SightMax works well and the people there are great. |
TIM
BVC Add-Ons and Development |
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Rank: Member
Joined: 10/22/2006(UTC)
Posts: 74
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Angela, did you use version 5.1 of Xigla's Live Support? Thanks for your input.
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Rank: Member
Joined: 6/26/2006(UTC)
Posts: 351
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Yes, I waited until their new 5.1 version was out. As a previous programmer geek, asp.net 2.0 was important to me. :)
Crashed my SHOP over and over, it was a nightmare (great loss of revenue that period)! I really wanted it to work, with unlimited reps... Other than that, SightMax had everything I wanted and more. |
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Rank: Member
Joined: 6/26/2006(UTC)
Posts: 351
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I want to make it clear I don't really want to say anything bad about Xigla really, I use their Newsletter.NET, have used their Banner Manager.NET and purchased everything else in case I need them in the future. :)
Like I said, I probably had something configured incorrectly, but I love the service that SightMax provides. They have talked to me over the phone on things, and even called up one of my Customer Service reps when she had a problem. It sure is alot easier than getting a hold of the Xigla folks. :) |
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Rank: Member
Joined: 6/26/2006(UTC)
Posts: 351
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One more thing, I wasn't able to try Cute Live Support as it wasn't available at the time, but I liked their Cute Chat. :) It took a loong time for them to get it to work with Community Server (the new version), but it worked pretty well, although I don't have it up at the moment.
I have both Cute Chat and Cute Web Messenger. I plan to promote and use them more this year, although I focus more on my shop than community. |
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