Supervision of consultants in the online store

Published on February 10, 2011

Supervision of consultants in the online store

    I plan to open a small store of unique products. “Unique” is the key word. This means that in real time, my admins should tell users about the product, answer questions. ICQ or Skype do not fundamentally fit, you need the ability to control consultants! Moreover, I plan to hire freelancers, which means that you will first need to monitor in real time how they communicate with the client and what they write.
    In a word, I set the task to my techies, they did a little research for me about what are the online counseling systems and what they can do.

    And so, what happened ...

    They offer me a choice of three systems:

    liveoperator.ru 2000 rubles / month for one operator’s place (test period of 14 days)
    marva.ru from 900 rubles to 3500 rubles / month for one operator’s place (test period of 7 days)
    rustalk.net 1500 rubles / month for one operator’s place (test period of 30 days)

    I think now which one to choose. Maybe someone dealt with similar tasks? How did you decide? Throw links, write your thoughts. At the same time, check out my techies.

    And here is the tablet they made to compare the systems:

    LiveOperator.ru Marva.ru Rustalk.net
    Common features
    Online / offline indicator (visitors see, even if there are no operators available) + + +
    Multiple concurrent conversations in separate windows + + +
    Ability to send history to the visitor’s e-mail + + +
    Change welcome text + + +
    Automatic daily, weekly, and monthly web traffic support reports sent to your inbox - - +
    Daily, monthly summary of traffic within the client - + +
    Ability to create departments and assign operators + + +
    Client application support for Windows, Mac, Unix. - + +
    Spellchecking + + -
    Russian language client application + + +
    Video and audio chat function - - -
    Visitor Features
    Ability to select a department or operator + + +
    Typing Notifications + + +
    Callback feature requesting a call back - - +
    Sound when new messages appear + + +
    Photos of operators + + +
    Ability to leave a message even if there are no operators + + +
    Assessment of the operator’s work by visitors + + -
    Operator Features
    Send files when talking to clients - - +
    Block unwanted visitors + + +
    Generating response templates from the operator + + +
    Ability to create new users with user access rights and operator control + + +
    Transferring a chat to another agent + + +
    Chats between operators, training mode + + +
    Information on moving a client around the site + + +
    Google Quick Search Visitor Organization Information - - +
    Ability to change background and style + - +
    View web analytics reports through a
    web browser interface
    - - +
    Sound when new visitors + + +
    Passing the address for automatic opening in the browser window on the visitor’s side + - +
    Information where the visitor came from, from which site, by which link + + +
    The ability to initiate a dialogue with any visitor to the site + + +
    View and help current dialogs by the administrator + - +
    Determining browser type, operating system, previous visits and chat sessions + + +
    Determining the geographic location of the user + + +
    The Active Sales feature allows you to automatically send messages to all visitors to the site, or to a specific group corresponding to a set of parameters. + + -
    Collaboration with the browser allows the operator to see the page viewed by the visitor, translate it into the desired page, and even highlight a fragment of the page. + - -
    Support
    You can modify the system - - -
    Demo Version + + +
    Customer support + + +