Velaro

Author: Jenna Vasquez

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The Good

• Integration packages
• Features
• Reporting
• Segmentation and targeting
• Training

By and far, Velaro offers some of the most powerful integration packages in the industry. Velaro's host environment is very easy to use. It does support the mobile customers that visit your website, but requires some tweaking for mobile support. We weren't able to find mobile devices for your agents. One of the nice things about the application programming interface of Velaro is that it includes application programming interface support for 13 different e-commerce, CRM, and other chat interfaces. We also liked that you could easily integrate Google Analytics. Not only does Velaro's internal analytics provide a robust feedback tool for chat efficacy, you can also use Google Analytics to find out where users are getting chat help on your website. Right away, we noticed that Velaro provides some of the most robust application integration with their chat support paradigm. We found 13 integrations already built into the box. There is also a robust open API platform that lets Velaro users deploy custom API and legacy integrations. This is an important feature that makes Velaro a robust tool for increasing e-commerce and CRM support. Here are some of the features that we liked the most about Velaro:

• Powerful reporting
• Third-party integration made easy
• Real-time visitor monitoring
• Chat analytics and history
• Intelligent chat engagement for customers
• Success management

The 13 "in-the-box" integrations that come with Velaro are truly powerful. We found that Velaro provides full support for:

• Google Analytics
• Google Translate
• Sales Force
• Netsuite
• Microsoft Dynamics
• Sugar CRM
• Zendesk
• GetSatisfaction
• Vonage
• Twilio
• CallWithUs
• NetApplications/HitsLink
• ASPDotNetStorefront

We found that the Vonage and CallWithUs integrations made phone management easy. This is a powerful third-party integration that brings the power of VoIP into the chat portal. If a customer is struggling with a question over a chat, a phone call can often be an important means of bringing clarity to the customer service equation. We also liked the numerous CRM and e-commerce solutions. We saw some promise with Velaro to decrease the number of abandoned carts in the online shopping experience. We also enjoyed some of the powerful reporting features that are available with Velaro. Velaro uses a powerful chat history tool that lets you search through chats by keyword. Users can see the entire chat, measure the amount of time an agent spends in a chat, and more. We also liked the customer segmentation and content targeting that was included in the advanced Velaro service subscriptions. These tools let you channel your customers to the appropriate agent in your firm's "departments." You can also easily align your website SEO to certain chat situations, such as a knowledge base on the website. We also found that Velaro was one of the few companies in the industry that promotes success management. Velaro provides training for your company when you use their platform. Also, we found multiple success management reporting options available. Depending upon your subscription, your team gets access to yearly, monthly, quarterly, and weekly success reports, which are important tools that help determine whether or not your chat experience is driving lead conversion.

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The Bad

• Limitations
• Mobile platform
• Triggers
• File sharing

Despite Velaro's advanced third-party integration, we found that some important features were either lacking or missing. We found that Velaro does not provide a video chat feature. We also had some issues with the mobile robustness of their chat support platform. Future improvements for Velaro include:

• Better mobile support for both the agent and customers, decreasing the development integration time for starting Velaro.
• More triggers to interact with customers.
• Improve the file sharing setup.

We couldn't find an agent mobile platform for Velaro. It also takes a lot of tweaking to get Velaro to work in your mobile optimized website. For users to be able to get the most out of their mobile online chat, when building your website, you have to drop a few lines of code into the mobile version of the website. This takes a little bit of work. However, mobile chat support will help you reach more customers. We would like to see better mobile solutions with Velaro. Also, the number of triggers with Velaro is way too limited. For the basic service levels, you can only design one intelligent trigger to start a chat with a customer. This makes it difficult to target different customers who might not think to click on the chat applet. However, with the enterprise-level product, there are unlimited triggers available. We also only found agent-to-visitor file sharing available with Velaro. With Velaro, your agents can send customers documents and manuals, but customers can't send files back. We would like to see a better file sharing protocol set up with Velaro.

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The Bottom Line

Velaro, hands down, is a great support tool to increase your CRM and e-commerce. We felt like the Google Analytics integration makes customer tracking easy, letting you see where customers are getting help on your website. We recommend Velaro as a tool for its powerful 13 third-party integrations. Overall, we would like to see a few changes. We would like to see video chat built into the Velaro support paradigm. Also, we need better file sharing to make this a perfect solution for customers. Finally, the mobile experience needs to be improved to let agents reach customers easily.