PROS / AliveChat has the features small and medium businesses need to get started, and it has the ability to grow with a company.
CONS / The basic version of this software does not have desktop screen sharing.
VERDICT / AliveChat is a good choice for small businesses, and though the basic version does not have advanced features, the upgraded plans have the scalability to grow as your company expands.
Editor's note: The manufacturer has informed us that WebsiteAlive's AliveChat now offers to take credit cards online over chat and has agents to answer the phones 24/7. We will fully evaluate and reflect this additional information when we next update the Live Chat Support Software reviews.
With the basic version of AliveChat, it’s simple to create customized windows and buttons that match your branding without knowing how to program or use HTML. AliveChat is also enabled for mobile applications. The mobile live chat app effectively turns your smartphone or tablet into a workspace, so even a very small support staff can use their mobile devices to take occasional chats in the slower hours.
If you need to staff overseas offices, the application can be implemented in any of several languages, but there are no real-time translation tools in the basic version. You can only find this feature in the enterprise version. Pre- and post-chat surveys are included with this version of AliveChat, although the co-web browsing function is an extra cost at this level of the software. In a support environment, being able to take control of a customer’s screen is often much faster than a lengthy explanation, so you may want to pay extra for this. You can have five operators on one desktop-sharing license.
AliveChat has the monitoring tools you need to accurately measure business growth. While it lacks features like a visitor recorder and the advanced reporting suite of the Plus edition, it provides other valuable tools. The application tracks customer click-through patterns, location and browser use. All live chats are documented so customers don’t have to tell their story again if they end up talking to another agent. Functions not featured in the basic version of AliveChat, but available in upgrades, are advanced reporting tools like chat trends and operator performance reports.
The support section of the WebsiteAlive site is rich with buyer guides, downloadable apps, webinars and information about integration and social media. You can also find the traditional phone, email and live chat support contacts online. We tried out the live chat and were a bit disappointed by how long it took the support agent to find the answers to our questions, but phone and email were answered promptly and with more expertise.
WebsiteAlive’s AliveChat has the modern features and tools you need to implement a successful live chat on your website. You can customize your chat settings without needing technical expertise, and it is easy to run your support team from any mobile device. If you’re running a small or medium-sized company and want an affordable but scalable solution, AliveChat is a good place to start looking.