LiveResponse

[netaddict]

I currently own eSupport.

I'm currently evaluating if Live chat would work for me and my business. At present I'm using a free one to test the potential benefits for a few weeks. Should this turn out to be a positive step for my business I would consider using LiveResponse hence upgrading to SupportSuite owned.

I've been reading through the manuls for configureation options for Live Response and can't find answers to the following questions:

1. The live chat icons, away, offline etc icons, can they all be customised to be my own icons as I please?
2. Can the SupportSuite logo's inside the chat windows be changed to show my own company logo?

Anyone able to assist here?

Thanks,
Dylan

[craigbrass]

Yes to both.

[Jamie Edwards]

Hi Dylan,

Glad to hear you are interested in LiveResponse. In answer to your questions;

1. Yes, these can be customised.
2. Yes it can - the chat areas are managed by the same template system that currently manages your client interface to eSupport.

I am sure that should your trials prove live chat useful, an upgrade to SupportSuite (eSupport and LiveResponse combined) would add value in that everything is integrated (including quick access to chat histories, next to your ticket histories).

We should be able to organise a discount for you if you are upgrading from an eSupport owned license to SupportSuite (please contact sales about this).

If you have any other queries, please ask away.

Thanks,

[netaddict]

Thanks to both of you for your prompt answers.

If live chat proves to be of benefit I will go with Kayako LiveResponse as it does integrate with eSupport, makes the perfect combination of products.

Way things are looking at present it does look like the benefits are there.

I'll get in touch with sales later in the week to see what they can do discount wise.

Once again, thanks for your help.

Dylan

[Jamie Edwards]

Not a problem, please get back in touch if you have any further queries.

[netaddict]

If I do upgrade does that mean by eSupport license will stop working immediatly until I upgrade and install SupportSuite?

Reason for asking was before I purchased eSupport I had a trial version installed on my own server. As soon as I made the purchase the trial key was stopped until I updated the key and reinstalled eSupport as the trial was for SupportSuite.

[supportskins]

No eSupport will work fine. Follow the upgrade steps as mentioned in the manual and both eSupport and LiveResponse will work fine.

[netaddict]

Originally Posted by Jamie Edwards

We should be able to organise a discount for you if you are upgrading from an eSupport owned license to SupportSuite (please contact sales about this).

Decided I will upgrade. Sales are damm hard to get a good deal out of, well for upgrades anyhow, seems for new products its easy

[craigbrass]

I think Jamie was mistaken there. To upgrade from LiveResponse -> SupportSuite or from eSupport -> SupportSuite, you simply pay the difference between the two products.

Inside the members area you should see the option to do so just below your licence on the main page.

[netaddict]

Originally Posted by craigbrass

I think Jamie was mistaken there. To upgrade from LiveResponse -> SupportSuite or from eSupport -> SupportSuite, you simply pay the difference between the two products.

Inside the members area you should see the option to do so just below your licence on the main page.

That is true however I was wanting to add on an branding free and InstaAlert at the same time.

When I was first looking to get eSupport the discounts on offer were rather alrge when broken down to a %. Now to upgrade and add this on the 'special offers' or discounts are not even half of what was on offer as a new customer.

Just seems strange that to retain and expand current customers aren't as great when you could get a competors product instead of supporting the existing ones your using.

[Jamie Edwards]

Hi netaddict,

Any discounts that you can be lucky enough to receive by talking to a sales representative really depend on the time of month, week and day; due to caps and equally due to targets.

[craigbrass]

Ah right, gotcha.

[netaddict]

Appreciate the honesty Jamie, might have to settle with what was offered, seems past chats have been too good.

[netaddict]

One question I forgot to ask, if you have multiple template groups can you have differant chat icons for each or one set of icons regardles of templategroups/departments?

[craigbrass]

Yes. Simply edit the chat icon template for additional template groups to say the location of the icon.