Support FAQs

1. How does the Velaro Live Help service work?
2. How do I get started with the Velaro free trial?
3. Why does Velaro call itself a “software on demand” service?
4. How does Velaro price its service?
5. I’ve seen a lot of “live help” vendors, why should I choose Velaro?
6. What are the requirements for running the Velaro Desktop Agent application?
7. Does Velaro support multiple online customer service agents?
8. Will Velaro work if I have a firewall?
9. Does Velaro Live Help work in a secure environment?
10. Does Velaro work on a Macintosh or other non-Windows environment?

How does Velaro’s Live Help service work?

Velaro’s live help service works by providing a new and exciting way to communicate with your customers. By simply adding some HTML scripts to your website and downloading the Velaro Desktop Application, your customer service and support agents can engage in live, real-time chats with your customers.
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How do I get started with the Velaro free trial?

To get started, simply click the “10 Day Free Trial” button our website. After filling out the free trial form, you will have immediate access to your online account. During your trial you have complete and full access to our services for 10 days. After 10 days, if you choose not to continue, simply remove Velaro from your website. No obligation or commitment is required.
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Why does Velaro call itself a “software on demand” service?

Velaro is part of a new breed of software applications that are offered as a service. Often called “software on demand”, or “software as a service”, these applications do not require you to download or install any server based software. Velaro maintains all the servers, the databases, the network infrastructure and backups in a secure, hosted environment. Software on demand services offer tremendous benefits to you as they significantly reduce the costs and burden of maintaining your own server software.
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How does Velaro price its service?

Velaro’s subscription services are priced based on the number of agents that will be providing online support, as well as the different features you wish to have access to. Velaro’s SMB Live Chat Package starts at $34.95 per agent. To see a complete list of live chat features available for Small and Medium Businesses, please visit our SMB Live Chat page. To view a complete list of our Enterprise features, please visit our Enterprise Live Chat page and for more information on purchasing and to get a personalized Enterprise service price quote, click here.
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I’ve seen a lot of “live help” vendors, why should I choose Velaro?

Velaro has been providing live help as a subscription service since the industry was in its infancy. Our solution has won many awards and is the most reliable in the industry. Whether you are a small organization or Fortune 500 company, Velaro has the features and capabilities you need to make your live help initiative a rousing success.
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What are the requirements for running the Velaro Desktop Agent application?

Since Velaro is a hosted service, there is never any software or hardware to install on your servers. However, to provide the absolute best quality service, each of your customer service and support agents is required to download the Velaro Desktop Application. This application communicates with Velaro’s server over the Internet and allows you to monitor visitors in real-time and chat with them. The Velaro Desktop Application works on Microsoft Windows 98, XP, 2000, 2003 or Vista. The Desktop Application also works on a Mac if you have Paralles installed, and of course Mac, Linux, Unix website visitors always be able to use the Velaro service. Velaro also recommends you install the application on a computer with at least 256MB of memory. The Velaro Desktop application requires less than 20MB on your machine.
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Does Velaro support multiple online customer service agents?

Velaro’s award winning service is structured to support large organizations that will be staffing their live help solution with multiple agents. We offer the most advanced work-flow and automated chat distribution available, as well as call-center quality reports that show you exactly how your service is being utilized. For information on Velaro’s enterprise class live help capabilities, please visit our Enterprise Live Chat page.
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Will Velaro work if I have a firewall?

The Velaro Desktop Application is 100% firewall friendly. To all proxy servers and firewall applications it looks just like a standard web-browser when communicating with the Velaro servers. For this reason, no required system configuration changes are needed.
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Does Velaro Live Help work in a secure environment?

Velaro’s secure live help services offer the ability to have real-time live chat conversations in a 100% protected environment. Velaro uses the same secure technology, known as SSL to protect your chat conversations that is used when you are shopping on any secure Internet based shopping site.
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Does Velaro work on a Macintosh or other non-Windows environment?

The Velaro Desktop Application is a Windows only application. However, if you run Paralles on the Mac, Velaro will work like a charm. And remember, when you are chatting with website visitors, your visitor only needs a web browser. Velaro does not install any software, components, or applets on your visitors’ machine, so we are compatible with 99.9% of all browsers that are out there today. Because of this, Velaro’s web-based chat works on most all platforms and operating systems.
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