Monday, July 7, 2014
LiveDesk : Pricing Comparison
Compare and choose your LiveDesk PlanCompare plans to discover the perfect live chat software solution for your team
COMPARE LIVEDESK PLANSENTERPRISEPROFESSIONALBASICFREE
$99 / month$49 / month$19 / month:)
INCLUDED AGENTSHOW MANY AUTHORIZED AGENTS EACH PLAN INCLUDES.25103Unlimited
Cost per additional agent per monthHow much it costs per month to add agents beyond the amount a plan includes.$4$4$4-
LIVE CHAT ORGANIZATION
Number of visitor tracked per monthTotal number of daily unique visitors that you can track from your LiveDesk per month1 Million250 K100 K5000
Number of Web Embeds ( Custom embeds)Web Embeds are the portals you create, configure and add to a specific webpage that customers use to launch live chats with you.10531
Chat Volume per monthTotal number of unique chats you can have with visitors from your LiveDesk each month.UnlimitedUnlimited1000 chat conversations30 chat conversations
DepartmentGroup your agent into departments for a better Live Support operation. Visitors can pick a relevant department before chatting10531
Tracking Rules (Customize your Tracking)Get more control over the type of visitors to be tracked in your website and assign them to specific agents.25103-
Different Roles and PermissionsAdd users to your LiveDesk in one of three roles (Agent, Supervisor or Administrator). Roles give different permissions to access data and configure your operationYesYesYesYes
Visitor historyView the archives of all visitors who have chatted with your LiveDesk.UnlimitedUnlimitedUnlimited30 days
IN CHAT FEATURES FOR AGENTS
Tabbed organization - handle multiple chatsTabbed organization allows agents to easily chat with up to 9 visitors at one time.YesYesYesYes
Advanced visitor informationWhile chatting, get an automatic, accurate picture of a visitor with detailed info that helps you move quicker and provide tailored, higher-quality customer support.AdvancedAdvancedBasicBasic
In chat file sharingThe ability to share files with your visitors, to quickly give them access to the solutions they need.YesYesYes-
Future ViewSee a visitor's message as they type it, not when they ultimately hit submit, and get a head-start on finding their solution.YesYesYesYes
Canned Messages for quick strikesQuickly launch canned messages--pre-programmed responses to common questions, instructions, etc--to save you time and deliver customers the solutions they crave.YesYesYesYes
Transfer chats to other agentsBecause you know you sometimes aren't the best agent to be answering a particular question--or you might just need a break--easily transfer any chat to another agent. Unlock the synergetic power of your teamsYesYesYesYes
IP block spammers or harassersDon't waste your valuable time with spammers or harassers, block them from ever hogging your resources again, straight from their IP address.YesYes--
End your session smartlyDon't waste time waiting around, we give you options to end chat sessions--either end immediately after a great chat, or choose to end a stalled chat after a defined amount of inactivity. If the visitor comes back, the chat continues on.YesYesYesYes
Add and view notes to a chatEasily add linked notes during a chat about a customer, how the chat is going, or a particular issue you want to check into later.YesYesYesYes
Translation SupportYou can set a language for your own and chat with customers from different region using the translation.Yes---
LIVE CHAT FOR YOUR CUSTOMERS
Easy to connectNever has it been this easy for your customers to connect with customer support. In one-click, from the pages they are already visiting they are engaging with you and getting the answers they need--quickly.YesYesYesYes
Chat without leaving their current windowCustomers are able to chat with you from the page they are already on, in a clean unobtrusive chat window.YesYesYesYes
Offline messagingEven when all your agents are offline, customers can click-to-connect and leave a message, which you can easily respond to.YesYesYesYes
Easily upload files to agentsCustomers can quickly share screenshots (or other files) with you, within the chat window, so you can better understand their issues.YesYesYes-
Voice their feedbackCustomers are able to share their feedback immediately after a chat is complete, leave their comments about your agents and how they felt treated.YesYesYesYes
Ability to rate their agentCustomers can rate their agent after a live chat is completed, so you can view how well your operation is wowing your customers.YesYesYesYes
E-mail themselves a transcriptCustomers can easily keep a record of the live chat by e-mailing themselves a transcript from within the chat window. They can also print a copy if desired.YesYesYesYes
CUSTOMIZE YOUR LIVE CHAT SOFTWARE
Multiple embed optionsBecause one-size fits none, you have different options of how you place chat widgets on your sites. Buttons, float-windows or personalized boxes--you choose where and how you want to reach out to your customers.YesYesYesYes
Customize your embed's appearanceFor each embed you have the power to customize how it looks, colors, shape, icon, orientation and of course the text your customers see.YesYesYesYes
Customize the look and feel of your chat windowConfigure the chat window your customers see to fit in with your brand and website.YesYesYesYes
Advanced customization - chat window with CSSUpload your own, custom CSS code to further configure your live chat window.YesYesYesYes
Brand your LiveDeskUpload your company's logo so you, and your customers can see your branding in your LiveDesk and chat windows.YesYesYesYes
Add your agent's photos for a personal touchEasily upload photos of your agents, and let your customers see who are they are chatting with to give your live chat operation a more personal feel.YesYesYesYes
Multiple brands, web domains, productsCreate and customize and add chat embeds to all of your brands or web domains. Support customers coming from different sites from one, organized dashboard.YesYesYes-
Route chats to specific agents or departmentsConfigure custom embeds to route chats to a specific department or agent. With Zoho LiveDesk you can configure and organize your live chat operation in whatever shape you want.YesYesYes-
Department based Email ConfigurationYou can configure the e-mail communications based on Department. Your LiveDesk can automatically send, to keep you, your agents, and others in your company informed of important data.YesYes--
ADVANCED LIVE CHAT FEATURES
Monitor live chatsView and monitor ongoing live chats to ensure all aspects of your customer support operation are meeting your standards. Set up monitors that let you view all chats from a defined visitor, agent or from a specified IP address.YesYes--
Business HoursThis setup allows you to configure your embeds to go offline during non business hours.YesYesYes-
Chat with customers from mobile devicesWith mobile chat support, you can configure agents to chat with customers from their mobile devices. Use any chat client that supports the Jabber protocol to chat from anywhere you choose.YesYesYes-
Receive desktop notificationsThrough Google Chrome only you can configure to receive notifications of new chats directly from your desktop, so you don't have to be in your LiveDesk window to be alerted of what is going on.YesYesYesYes
Zoho CRM IntegrationIntegrate with your existing Zoho CRM account and give your team instant access to your customer database. Unify your customer interactions and give your team the tools and information to deliver instant happiness.YesYesYes-
Zoho Support IntegrationIntegrate with your existing Zoho Support account and give your team instant access to your Ticketing Service. Unify your customer interactions and give your team the tools and information to deliver instant happiness.YesYes--
THE LIVEDESK DASHBOARD
Inter-agent chatQuick access to your LiveDesk's fellow agents lets you communicate, collaborate and thrive.YesYesYesYes
Portal wide message boardShare important information, tips and tricks, updates or best practices with all your agents through LiveDesk's convenient message board. Agent's can view the information and participate in discussions without ever leaving the live chat they are in.YesYesYesYes
Notification CenterGet automatically updated on the status of your LiveDesk with the notification center, whatever you are working on or viewing, you get informed of your LiveDesk's vitals.YesYesYesYes
Easy access to integrated searchYou always have the ability to do a quick, powerful search, regardless of where in your LiveDesk you are.YesYesYesYes
Update your statusLike the chat programs you are familiar with, easily update your status to Available or Busy, to ensure you only receive chat requests when you are able to handle them.YesYesYesYes
REPORTING
Powerful pre-built reports and dashboardsGet a detailed picture of how your live chat operation is running, with pre-built dashboards to give you reports on your business overview, visitors and agents.YesYes--
Daily statistics delivered to your inboxGet a daily, detailed picture of your live chat support operation delivered straight to your inbox.YesYes--
Agent Performance ReportsView how a specific agent is performing, with reports built directly into each agent's profile.YesYes--
FREE TRIALFREE TRIALFREE TRIALFREE LIVE CHAT
LiveDesk : Pricing
ENTERPRISELive chat for bigger teams
$99/ month
PROFESSIONALMore power, best value live chat
$49/ month
BASICThe Small Business Live Chat
$19/ month
FREEAdd live chat to your site
:)
2 Ways Live Chat Can Enhance Your Customer Service
Landing a new customer is 5x more expensive than keeping an existing customer. How do we keep our customers happy? By providing outstanding support. LiveDesk let’s you delivers outstanding customer service and keeps your retention rates high.
Let’s look at a scenario below that is all too typical in business.
Riley and Karen, both customer service managers, are upset. One of their biggest customers is threatening to leave. José Pérez, the COO of B2B SellingStrategies, just complained of bad service during a critical time
This is a pretty common conversation today. Several businesses are adopting live chat as a channel for customer service, in addition to traditional ones like email.
Here are 2 ways to enhance your customer service by implementing a live chat solution,
#1 Let customers Initiate live chat from website or within an email:
Customers who reach out to your tech support department could be impatient and strapped for time. They don’t like to go through an IVR, get through to an agent, explain their issue and get a solution. They need quick and useful solutions. What’s simpler and more convenient than a quick live chat.
Customers can initiate a chat conversation from your website itself. Copy-paste a small code snippet and it’s done.
Also by simply adding a chat button in the agent’s email signature, customers can start a chat conversation right from the email. That’s as easy as it gets!
#2 Let customers choose their favourite agent :
Ever called up tech support, asked for your favourite agent who resolves issues promptly and got connected to them? Guess what! You can even do that on live chat now! Your customers will be thrilled!
Just decide the agents to be listed, include a small bio about their specialties and let your customers choose whom to chat with.
Clear choices backed by quick resolution. That’s a powerful combination. And that’s LiveDesk for you.
With Zoho LiveDesk, you can enhance your customer service to deliver happiness to your customers instantly.
The Paradox Of Choice: What Do Jam, Apple & Zoho Have In Common?
“There are now 9 different kinds of bread being sold at the store? I don’t like having so much choice in life. It’s frustrating!”
When my friend told me this, I thought he was crazy. How can too much choice ever be a bad thing?
Let’s explore.
The paradox of choice states that the more time you spend analyzing your choices, the less happy you are with them. We deal with this paradox everyday.
Psychologists have tried to understand this paradox more.
The Jam Analysis:
This was a popular experiment by Sheena Iyengar, a professor of business at Columbia University, in 1995. Professor Iyengar and her team set up a booth of Wilkin & Sons jam in a market. Every few hours they changed the number of varieties they put on display from 6 to 24 jams.
They found that about 60% of people sampled from the larger selection as compared to only 40% from the smaller selection.
But what about purchases? Only 3% of those who sampled the larger selection of jams made a purchase. In comparison, 30% of those who sampled from the smaller selection made a purchase.
For those interested, this New York Times article covers the research in some detail.
This paradox of choice is something the software industry has also been wrestling with for some time. Apple released a simplified version of its wireless router software that removed many of the advanced menu of choices that users found too confusing.
Another famous example is the “Off” option on the old Windows Vista. From the start menu there were a staggering nine different options to choose from. 2 icons, plus 7 menu items. 9 different options to shut down your computer? That’s bonkers!
Samsung is now on overdrive launching numerous tablets. Since the start of 2014, Samsung has announced 11 models of Android tablets. In addition, Samsung still sells 11 different tablets that they launched earlier. For those who haven’t lost count yet, that is a remarkable 22 tablets! I’m probably forgetting a few too. Just imagine how much stronger Samsung, and its vaunted support, would be if they focused on just a few products.
Looking internally, we at Zoho, too were guilty of overburdening and confusing our customers with numerous choices. Zoho projects used to have 8 different pricing plans broken down into monthly, quarterly, half yearly and yearly. That makes it 32, yes, 32, different pricing plans!
We learned from our mistakes, and reduced the pricing plans down to a simple 4.
So, what’s the solution?
Here’s the thing: choice is useful only when it means something. Flooding consumers with hundreds of variations of the same basic concept, a la Samsung, simply causes confusion and dilutes the brand. There is no exact science that says you should limit your product offerings to 5 or 7 choices. More important is to offer choices that have some unique value in their own way and to make the decision-making process effortless and enjoyable.
Too often, products do not have a clear well-established value proposition. Consumers will always pay for what they find valuable. The key is in clearly establishing what the value of the product is.
A good example of this is the way in which Apple markets the iPhone. Their commercials show the product being used in a situation or use case, thus clearly establishing its value.
If you’re struggling with deciding how many choices to offer, a good practice to follow is continuous A/B testing. Launch your product or plan one at a time, gauge the response to it and make a decision accordingly. That way, you avoid overburdening your customers with too much, and you give them a simple option with a well-defined value proposition.
P.S: If you’re interested in learning more about the paradox of choice, here is a great TED talk by Barry Schwartz.
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