Skillsoft PLC implemented Velaro Enterprise Live Help. This comprehensive solution improves sales and support by providing instant answers to online visitors via live chat without the need for their visitors to download or update software. With call-center quality reporting and 99.98% uptime, Skillsoft is able to perform metrics and data analysis; monitor agent utilization; and track satisfaction ratings via analytical tools.
Skillsoft PLC went from 2,000 chats per month to more than 7,000 chats per month by leveraging Velaro Enterprise Live Help.
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For more than 10 years, Velaro’s proprietary process, ease of use and unparalleled customer care has helped companies across a range of industries leverage live help to dramatically boost client acquisition and customer service.
Major universities throughout the world depend on our reliability. Recruiters have the ability to monitor the university website and cultivate interest in prospective students by proactively inviting them to chat.
With Velaro, your live help agents can co-browse with applicants, and assist them in filling out forms. They can use Velaro to push Web pages and forms to web site visitors. Additionally they can transfer files directly to anyone visiting your site in real time.
Companies in the financial industry throughout the world depend on our reliability. Live help agents have the ability to monitor the website and cultivate interest in prospective visitors by proactively inviting them to chat. They can also co-browse with visitors and assist them in viewing specific content or filling out forms.
In much the same way that your phone agents are available to answer customer questions, your live help agents can quickly and professionally engage with site visitors and provide a level of customer service that will ensure customer satisfaction.
Major Internet retailers throughout the world depend on our reliability. Live help agents have the ability to monitor the website and cultivate interest in prospective customers by proactively inviting them to chat. They can also co-browse with visitors and assist them in placing items in the shopping cart for check out.
In much the same way that a retail store benefits from having salespeople available on the floor to answer customer questions, your live help agents can quickly and professionally provide a level of customer service that will ensure customer satisfaction.
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The Success Management Team at Velaro evaluated visitor activity on the website and recommended initiating a proactive chat (LiveFluence) invitation any time that a visitor was idle for 60 seconds or more on any of the scheduling process pages. Since the deployment of Velaro’s Live Help platform, they have increased their revenue by between $50,000 and $100,000 per month.
This was so successful that they will be rolling out Velaro’s Live Help platform on other key areas of the site, including making chat available on their help pages, contact pages, and other key areas where visitors typically have questions.
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Epicor customers rely on the company for all types of technical support. Velaro’s live chat platform immediately improved the technical support Epicor delivered by providing customers with a quick and easy way to communicate with the support team. Customers have responded positively to the use of live chat to get their questions answered.
As a significant bonus, Velaro includes comprehensive tracking and reporting of all issues that are handled via live chat. By categorizing issues into product, date and organization, it has provided insight into the issues that occur and how they are being handled.
Firstegg is an e-business services firm that helps companies develop and implement technology solutions. The firm has gained significant market penetration with dealerships that sell recreational vehicles.
With Velaro’s built-in ability to host multiple sub-accounts for any master account, all 60 dealerships were set up in one master account within one day. Each dealership has the ability to have its own brand, workflow, business rules, live chat agents, and scheduled chat times. Velaro's in-depth and industry-leading reporting displays the metrics for all 60 dealerships within one report.