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With servers hosted at ThePlanet and SoftLayer data centers, AliveChat's web-based live support software works with Microsoft Windows, MacOS and Linux computer users. They also offer optional downloadable system tray software for Mac and Windows users (if you don't want to log into the web-based console via a web browser; the system tray does it for you). Getting set up with WebsiteAlive's services was easy; plenty of handholding throughout the sign-up process. They said you could have live chat and monitoring running in 10 minutes -- I think I did it closer to 5 :-) It was also easy to log in as operator and start accepting chats immediately. If you want to make changes to how the live chat and monitoring works, you'll want to log in as administrator first. The administrator web-based control panel was full-featured, allowing changes to every setting available - chat now images (using WebsiteAlive supplied graphics, or upload your own), how incoming chats are routed to your operators, customization of chat window dimensions, automatic proactive chat triggers, etc. AliveChat operator console features tabbed browsing, chat transfers, custom canned responses, and automatic (triggered) chat invitations (3 for LITE, unlimited for PRO and PRO+ service levels). You can view who referred the website visitor to your web site, see the country/state/city your visitor is connecting from (geolocation), know the visitor's browser version & computer operating system, track what web pages your visitor has seen, and how long they have been on the website. A nice feature about the chat was that it automatically hyperlinked URLs and email addresses within the chat window. And the ability to block malicious web site visitors from your using your live chat (or being seen by operators) is done via the administrator control panel; though I'd rather see that done from the operator console in future versions. Additional features: automatic call distribution (routes calls to operators with lowest volume), alert all operators logged in, ability to create multiple departments, create pre-chat questionnaires, chat transfer, end-of-chat surveys, and pro-active invites. Several helpful pre-configured reports are available if you select either Pro or Pro+ subscriptions (none available in LITE). I especially liked the Operator Performance Analysis that showed a breakdown of the individual chats missed/open/concurrent for each operator. Would be a useful tool for a very large base of operators; especially if bonus $ is involved for them. Another useful add-on was the ability to view a customer's desktop with AliveChat's Live Screen Sharing feature. It's a form of co-browsing except the operator can see the entire 'desktop' screen of the website visitor; not just their web browser window (might want to warn the visitor first, hehe!) It was mentioned that this feature required no extra software to download, but that statement's not entirely true -- the website visitor will be prompted (at least in Internet Explorer) to accept the installation of special browser component first before the sharing will work. I didn't test in FireFox yet but I'd guess the same would be required. If you don't have your own operators (or need additional outsourced operators) WebsiteAlive also offers to supply the operators with their Virtual Chat/Email Operator Services. Starting at $297/mo., this makes an interesting option for sites wanting (more) of the support done for them. Pricing for the hosted live help (USD): AliveChat LITE ($29.95/mo. + $0 setup for 2 operators (additional ops $9.95/mo.)), PRO ($69.95/mo. + $99.95 setup for 2 operators (additional ops $19.95/mo.)), or PRO+ ($97.95 + $149.95 setup for 2 operators (additional ops $29.95)) are their service offerings. If you want the Live Screen Sharing capability, tack on another $49.95 per month/per screen sharing session. Each operator can accept up to 20 simultaneous chat sessions (now that I'd like to see :-) and the pricing includes unlimited multiple sites where you can have the 'chat now' images. Though I have to question the value of (or reason for) the setup fees, as many other live help providers don't charge them... Overall one of the better web-based solutions I've come across as the operator console was clean, easy to use, and informative. I liked the tabbed chats; made it easy to jump between different conversations with website visitors. WebsiteAlive's AliveChat is a well-designed service; you'll need to decide if a web-based console is worth the extra cost as there are certainly cheaper alternatives offering the same features in installable (non-web-based) consoles. -Dave Swanson
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AliveChat is the "hosted-only" live help software
service developed by Houston-based AYU Technology Solutions LLC.
Created in 2000 this product uses AJAX to communicate between the
server, operator(s), and website visitor(s). (jump to common 