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ActiveHelp Pro offers their live help services in two flavors - install the complete Server software on your own servers, or let ActiveHelp's manage the software on their servers ("hosted"). Unless you have your own IT Staff, you'll most likely go with the hosted version (though I'd recommend contacting ActiveHelp regarding a Service Level Agreement (SLA) in terms of what they'll guarantee for server uptime). The operator console is the only portion of ActiveHelp Pro that needs to be installed on your local computer. The hardware recommendations were at least 512mb of RAM using an operating system of Windows XP or higher (and .NET 2.0 framework required on client). As with most any live help provider, ActiveHelp Pro includes all the standard features you'd expect: live chat functionality, operator status (on-line/off-line), typing indicators, canned (customizable) responses, and URL push technology (they actually skip the customer acceptance of the URL push, and send the customer directly). If you have multiple operators managing a website, they can chat with each other privately. To cap it all off, website statistics and user reports help any online business deal with multiple sources of visitor traffic. Digging a deeper into the console software itself you'll find: multi-way chat allowing any number of operators to talk with a website visitor (tag team!), and operator dialog (conversation) archives to see how questions were handled by customer service. Final notes: when going through the website one webpage returned
a 404 error which always surprises me, especially from a web analytics
company. Geolocation didn’t show specifics on city; only state.
Reporting was good; easy to read and understand -- ability to look
at report in terms of numbers or graph format, which could also
be exported in Excel format. ActiveHelp Pro has done a fine job in describing why every website owner should purchase live help (live chat and monitoring) services. At $34.95 (per operator) per month (hosted version), they're worth a look... -Dave Swanson
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Although
I'm confused as to who actually owns this service (Registrant shows
as Turnaround Technology, but the website says Layton Technology;
both out of Tampa (FL)?) it matters little as I was readily impressed
by their website. The business case made online gets right to the
point as to why any website owner needs live help services (jump
to common 