What do you like best?
I like that you can place a pop-up button on any site that users could have questions about. We use it as a way to answer quick questions for students having technical issues. When someone starts a chat session, all users that are logged into the Alive chat will get an alert indicating an incoming chat. You also have the ability to transfer a current chat to another user logged into the site. You can also change the notification sound that comes through. Also, we have this pop-up button on several of our sites in case users are having log in problems. You can monitor how many people are on a particular site, and even see how long a certain user has been on that site. If they have been on the site for a while, you can initiate a chat session with them, and ask if they need any help.
What do you dislike?
The only thing I do not like about it, is when you are engaged in a chat with a user, sometimes the user will not respond right away and the chat window will stay open as long as no one hits 'close'.
Recommendations to others considering the product
If you have many users that contact you for technical issues, this is a great tool. Users can start a quick chat to ask quick questions.
What business problems are you solving with the product? What benefits have you realized?
We are assisting existing and prospective students with quick questions they may have. We have realized that some questions are not technical, but we can gather information for them and they do not have to call several departments to ask simple questions.