Velaro: A Leader in Live Chat Support.

Velaro is a leading provider of live chat support systems. This product enables any business or organization to service customers instantly in a live web-based chat setting. Velerao Inc. was founded in 2001.Velaro Inc. is owned by e.magination, LLC and overseen by Jasen Fici, Velaro Inc. CEO.

Velaro Product and Services

Velaro has become a leading provider of live chat support products by offering a plethora of advanced features for administrators and by competitively pricing its products. Some of the many features this product includes are real-time visitor monitoring, proactive chat invitations, co-web browsing, comprehensive survey reporting, web-traffic analytics, out-of-box third party integration, web conferencing, and spell check.

This is an example of what the Velaro desktop agent looks like to the administrator providing online chat support to the customer. As you can see this product organizes important features such as customer information, scripts, and conversasion histories all on one page where the administrator can easily view them while they switch back and forth between multiple chat sessions.

Velaro offers a variety of customization options. Administrators can choose to view their chat sessions all in a single tabbed window or they can choose to use pop out windows.

Advantages and Disadvantages of Velaro

One of the advantages of Velero is that it is cheaper to maintain than a call center since it allows a single representative to participate in multiple chat sessions simultaneously. The advertised cost of Velaro Small Business version is $52.95 mo. or $499.95 year, while their Enterprise version is listed as $149.95 mo. or $1559.95 year. Velaro also allows you to install either version on unlimited machines for no additional cost, and offers a free 10 day trial.

Another advantage of this product is that it is supposedly easy to set up, can be integrated with existing applications to allow automatic data exchange, and offers “excellent” support according to several reviews. A final selling point for this product is that it does not require the download or installation of any server based software.

The only negative criticism I have seen for this product is that its menus are more complicated to navigate than similar products.

Velaro is a powerful tool for libraries because it allow reference librarians to respond to multiple customer questions at once. And by using the co-web browsing feature they can also easily guide users to pertinent web-pages, while still monitoring the referral, to ensure that the reference transaction has been to the users satisfaction.

Velaro at a Glance

URL of Product

http://www.velaro.com/
History of the Product In 2001 e.magination network, LLC announced the formation of Velaro, Inc. They created the the company to offer software and services that focus on enhancing the consumer's online experience by enabling organizations to understand, interact with and serve their customers better. e.magination appointed Jasen Fici, former vice president of marketing for Sequoia Software as CEO of the new company. Velaro's initial product was offered as version 2.0 of e.magination's customer service application, Livefluence, re-branded as Velaro/Support. In its first years of operation Velaro began the what they describe as the first consumer controlled profile exchange network.
Creators and Maintainers

Creator -Jasen Fici CEO of Velaro Inc

President - Alex Bloom

System Requirements for using the Product Velaro's service is a hosted solution which means there is no server software to install, maintain, back-up, or update. To access the Velaro Administrative Control Panel, you must use one of the following Internet Web Browsers: Microsoft Internet Explorer version 6.0 or higher, or Firefox version 1.0 or higher.
Costs Involved(trial purchase cost) $52.95 a month or $499.95 a year for the Small Business Version, $149.95 a month or $1559.95 a year for Enterprise. Valero allows user to install either version on unlimited machines for no additional cost. They also offer a free 10 day trial.
Main Value of the Product

Advantages: One of the advantages of Velero is that it is cheaper to maintain compared to a call center since it allows a single representative to participate in multiple chat sessions simultaneously. It is supposedly easy to set up and offers “excellent” support according to several reviews.

Disadvantages: The menus are more complicated to navigate than similar products. Making the product slightly less user friendly than some of its competitors.

Main Features The product is a hosted service that allows organizations to add real-time, interactive chat and customer support to their Web sites.
Valero's Administrator's Guide."System Requirements" accessed November 13th, 2009. http://www.velaro.com/wp-content/pdfs/Velaro-Admin-Guide.pdf
Images courtesy of http://live-chat-support-software-review.toptenreviews.com/velaro-review.html
http://www.givemeareview.com/live-chat-software/Velaro-review.html
http://login2.velaro.com/press-velaro-solidifies-leadership-in-live-help-market.asp
Business Source Premier Database
Customer Inter@ction Solutions; Mar2001, Vol. 19 Issue 9, p36-36, 1/3p