Velaro offers the most "bang for the buck" that I've seen in my time working with online customer support systems. The staff is responsive and helpful, the pricing is reasonable, and the system itself is intuitive to work with. I am very pleased with my experience so far, and see our team using this product for years to come.

Velaro offers quite a depth of features to aid administrators in grabbing the data they need to monitor KPIs at whatever level of granularity they'd desire. It is relatively simple to set up, and allows for both customers and service agents to have smooth communication across the board.

Having a shared pool of canned responses was considered an add-on, and was priced a bit outside our budget. While we made do by uploading individual CSV files with our desired solutions, it is unfortunate that we couldn't have that feature made available at our level. Minor quibble aside however, we really don't have any other complaints about the product.

Velaro is “easy to use” because the interface is use friendly and doesn’t require a lot of training to understand the interface. Our customer service reps quickly learned the system and started interacting with shoppers after implementation. With Velaro live chat, there isn’t the barrier of the shopper having to call in or send an email and wait for a response. Velaro, also, has a great reporting system. We are able to tell successes of our reps and areas where we need to improve. It's a great low cost solution for a Magento Live Chat Extension. We were able to create branding & set up Velaro in time for holiday quickly. It only took us 3 days to implement and design the product for our website.

There are so many features and customizations that Velaro can seem overwhelming at first. I would really suggest an online training session with a support person. Product was installed and had a few bugs at first. These were quickly addressed by Velaro and we have found both functionality and support exceptional

It is easy to navigate around the system to understand what each tab/button does and to communicate with customers real-time.

The issues that has been acting up whereas when switching between multiple chats the system will buffers, reroutes the chats and sometimes doesn’t save all the transcripts and files.

I love the upload mass canned responses feature. I also think on the customer facing side it looks good and is easy to use.

there seems to be an issue with copy and pasting. you also cannot copy and paste a screenshot into the text box, which you can do on most other sites, including freshchat. you instead have to save files and upload them. the oracle and velaro connection is fairly slow in bringing up the accounts so that you can close the chats. i've also experienced notification sound problems despite my settings being correct.

It has made chatting with customers easy and pleasant!

I really enjoy the straightforward design and layout of the chat. It makes interacting with customers easy!

I don't like how the Velaro home page is only linked to the title. It should be on the side panel as well.

For the 4 months we have been using this product, it has been a good product and reliable velaro customer service!

Easy to understand trainings; easy enough to adapt to procedures quickly

Inability to set up que for a small team as it would work for a larger team(auto transfer between team members as chats Q gets busy.

When the system works, it does a good job for getting basic chat functions done on our website with our customer service team.

Our Tech team has not had a good time implementing the system on our site, so we are not always able to fully utilize the system.

I like the can see where the other party is chatting in from and they prefilled their information for me to access their information faster, trust me get use for productivity.

When the new conversation come in it doesn’t auto-pop up again when it comes in or when I’m leaving to attend another conversation.

Easy to use product that is a great tool for converting website visitors to sales leads and ultimately to closed deals. It's got great reporting, automated triggers for proactive chat invites, and great support that really appear to care that you get the most from the software.