scarson Posted December 16, 2008 Share Posted December 16, 2008 After taking a good long look at v3.8.1 and the new functionality it brings to the table, we are finally ready to kick Kayako to the curb. The fact that their tech support is less than stellar also weighs heavily in that decision. But the one thing that is missing from WHMCS that we just could not function without is Live Chat. The ability to have an unlimited of techs log in for one solid price was good for our budget. We find Live Help to be to darn expensive. On State solutions for Skype offers a 3 in one deal -- chat, click to call, & call back. But that comes with a per user price tag as well. We are definately looking for alternatives to Kayako's Support Suite as we have had it with their horrible tech support. So my question is this ... Which live chat application are you using and why? 0 Quote Link to comment Share on other sites More sharing options...
swg Posted December 16, 2008 Share Posted December 16, 2008 http://forum.whmcs.com/showthread.php?t=9273&highlight=live 0 Quote Link to comment Share on other sites More sharing options...
scarson Posted December 16, 2008 Author Share Posted December 16, 2008 Hey thanks. I guess I just didn't enter the correct keywords to find this jewel. I've installed the livezilla based on popular commentary. Will keep you posted. 0 Quote Link to comment Share on other sites More sharing options...
swg Posted December 16, 2008 Share Posted December 16, 2008 You'll love it!! You can see from the other thread we were very happy with providesupport.com but have never looked back after switching to livezilla. 0 Quote Link to comment Share on other sites More sharing options...
scarson Posted December 18, 2008 Author Share Posted December 18, 2008 You'll love it!! You can see from the other thread we were very happy with providesupport.com but have never looked back after switching to livezilla. WOW! Thanks for the assist! Not only do I love it! The entire staff LOVES it! Now this is a chat application worth paying for! So I can't believe that its FREE! It does everything that Kayako promises to do but doesn't deliver. Their support is 5 Star thus far! I could go on and on and on .... All I have to say is DON'T SPEND ANOTHER DIME ON LIVE SUPPORT! Download LiveZilla NOW! 0 Quote Link to comment Share on other sites More sharing options...
swg Posted December 18, 2008 Share Posted December 18, 2008 WOW! Thanks for the assist! Not only do I love it! The entire staff LOVES it! Now this is a chat application worth paying for! So I can't believe that its FREE! It does everything that Kayako promises to do but doesn't deliver. Their support is 5 Star thus far! I could go on and on and on .... All I have to say is DON'T SPEND ANOTHER DIME ON LIVE SUPPORT! Download LiveZilla NOW! Easy or they might think about charging . Glad you are enjoying it. Updates come out about every 2 weeks!! 0 Quote Link to comment Share on other sites More sharing options...
TigerHostBD Posted December 19, 2008 Share Posted December 19, 2008 TigerHostBD.com is using LiveZilla Live support system. Livezilla is easy to use. And the feature we like most is that you can invite clients for a chat, desktop application for chatting with clients and other features included in it. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted December 19, 2008 Share Posted December 19, 2008 Personally I prefer to pay a little more for a hosted live chat service to give our support extra redundancy. I.e. Our server hosting WHMCS is currently under some routine maintenance, but our providesupport.com facility is still online. 0 Quote Link to comment Share on other sites More sharing options...
Blitz Posted December 19, 2008 Share Posted December 19, 2008 (edited) Kayako is miles ahead of WHMCS, mainly because it's a support desk. We use SupportSuite and it's just worth the price. Also, Kayako's support used to be "dead" few months ago, but not now---they've improved, a lot. I always catch them on Live Chat whenever I need help, and they are very helpful. EDIT: I'm comparing only the support aspect of both softwares. WHMCS is still a good software for client/billing management. Edited December 19, 2008 by Blitz 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted December 19, 2008 Share Posted December 19, 2008 Kayako's solution requires that you install the application on a Vista or XP computer in order to chat with customers. So for admins like myself or Linux systems, we can't use the software unless we have XP or Vista (I used Kayako for about 2 years with a computer that only did chats). So we went back to our old solution - phplivehelper.com as it's browser based. We've used it for about 6 years on our hosting site, maybe longer. 0 Quote Link to comment Share on other sites More sharing options...
keliix06 Posted December 20, 2008 Share Posted December 20, 2008 Kayako has released an open source version of live response that works on Mac and Linux as well. I have tested on Mac and it works perfectly, haven't tested Linux yet. 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted December 22, 2008 Share Posted December 22, 2008 Nice. May have to check that out now then. 0 Quote Link to comment Share on other sites More sharing options...
scarson Posted December 31, 2008 Author Share Posted December 31, 2008 Kayako is miles ahead of WHMCS, mainly because it's a support desk. We use SupportSuite and it's just worth the price. Also, Kayako's support used to be "dead" few months ago, but not now---they've improved, a lot. I always catch them on Live Chat whenever I need help, and they are very helpful. EDIT: I'm comparing only the support aspect of both softwares. WHMCS is still a good software for client/billing management. We've been using Kayako for over a year. We suffered through 3 versions and finally managed to fully integrate it into our site. However, Live Response is so full of bugs and has NEVER worked as promised on Vista. Our entire staff HATED contacting Kayako for support because we would never get a straight answer from thier staff. It was always a back and forth song and dance which ALWAYS started out with them wanting access to our servers. After getting nasty with them, they'd tell us how to fix the problem and we'd move forward. But never after waisting a couple of days on issues that could have taken less than an hour to fix. I say to HELL with them. We've been with WHMCS just about as long migrating from Modern Bill. We've never had ANY major issues with WHMCS. Additionally, the support staff have always been quick to assit with our customization issues ... except when they dealt with Kayako (I wonder why). The way I see it, Kayako is okay until you have an issue or until you are interested in fully using ALL of the whistles and bells. Then you'll find out that you are overpaying for crap that just does not work the way they claim that it should. If you're anything like us you will eventually get pissed off and figure out there are other far superior solutions out there ... some of them are free! Take for example Livezilla. Our chat-to-sales converstions have doubled! Proactive chat invitations actually work! Customer feedback/rating systems WORK! Tacking codes produce acurate results. Geotracking is awesome! Damit -- everything just plain works! Plus it is FREE! Now look at the WHMCS built in support desk. We first thought that it was too simplistic. But we discovered that clients LOVE simple! Wow! Imagine that. Plus with the new built in feedback/rating system in WHMCS we were able to address some internal support issues that we were not even aware existed. And did I mention that Matt & his crew provide EXCELLENT support? To hell with Kayako! Aggreavation is FREE -- you don't have to pay for it! 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted January 1, 2009 Share Posted January 1, 2009 Hey Sharon, Next time tell us how you really feel I hear ya though! Kayako would crash constantly for no reason, and was DOG slow when we would have 100+ visitors on the site and 7-10 people in chats. None the less, it did serve it's purpose to us for the most part. I'm waiting on LiveZilla to come out with a console for Linux so I can put it on our support reps desktops and offer their chat system instead. It's a neat little system and works fine in Windows, but most of our support staff are using Linux systems and for whatever reason I couldn't get it to work under WINE either. So we wait! Glad to see that it's helping on your conversions though! It seems a great little product! 0 Quote Link to comment Share on other sites More sharing options...
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