Hi

In Feb i purchased PHPLiveSupport, i regularly run in to some error messages when using the software, so I decided to contact their support. They were offline so i submitted a message on their website and never heard back.

Over a period of 1 month I tried several times and could never get hold of anyone. Finally one day their support was online, so I went in chat and spoke with someone called Lynn. She seemed very apologetic and helped me to start the refund process. Lynn told me I would be refunded within 3 working days. This was about 1 month ago, I have yet to have a refund. I am about to do a charge back as I can not get anywhere with them. About 2 weeks ago I went on live chat and again Lynn answered, she said please wait I will be with you shortly. 1 hr 45 minutes later I was still waiting a response. Then eventually it said "Lynn has exited chat". I have kept copies of the conversation log as my card company want some proof that they agreed to refund the payment and did not complete the agreement.

I have since started using Kayako live chat and would recommend anyone to use kayako over PHPLive as clearly they get your money and then don't provide any aftercare.

I use a modified version of CraftySyntax Live help and the strange thing about some of the commercial solutions is that they dont really seem to provide any type of forum for common issues. With Crafty I was able to modify the code to look anything but stock and Eric usually answers my emails in just hours.

Just an FYI.

Jared

We too have found PHPLiveSupport to be quite slow to respond and have lost many chats due to it. Inspite of changing machines and increasing bandwidth the problems continued. I personally recommend liveperson simply for its host of features that you get with it.

Thanks

Mmm, we use PhpLive also and whilst the software has been very reliable and quite sturdy with very few problems experienced the support response timescales are a little on the slow side unfortunately :(

their pathetic, exiting chats when they should be helping clients not push them away. I highly recommend people NOT to use their software.

Out of curiosity how is the reporting on Kayako? Like most Support centres we focus on ensuring we answer as close to 100% of enquiries as possible and we like to report on how many we've missed, phplive isn't the best at it but it gives us enough information to get by.

How does Kayako compare? (Sorry! Thread hijack :( )

Not hijacking at all :)

Kayako is not the best for reporting i have to say. are chat is online 24x7 so i dont really need that feature.

Out of curiosity how is the reporting on Kayako? Like most Support centres we focus on ensuring we answer as close to 100% of enquiries as possible and we like to report on how many we've missed, phplive isn't the best at it but it gives us enough information to get by.

How does Kayako compare? (Sorry! Thread hijack :( )

i have kayako, they suck big time. The support is very bad... Many time when I ask them something they usually ask to open ticket and never heard back from them for days, and at last got a reply it was no longer near to the question asked.

Plus they all the time "Harass" about either renewing or buying additional license...

Plus they all the time "Harass" about either renewing or buying additional license...


Can't say in my 3yrs of using them I have had that.

We used many solutions for live chat but we settled now for almost 6 months to ProvideSupport.com (http://www.providesupport.com) and we never had any downtime, error, script malfunction etc. They even give you a Win App to install and full set of features. Take a free 10 days trial and see for yourself. We can only say good of them.

We use phplive fully owned licensed script and its great.

However, their support is obsolete, their staff (if they have one) is pathetic, and they release a security upgrade and if your 1 year license of free upgrades has expired, they require you to renew for $75 bux to download the new version.

I think its complete crap that they release a "security" version upgrade and then force people to re-up their membership in order to use it. I can understand versions with new features, but not just security upgrades, thats BS.

Over the past 4 years, i think they have had 1 new version, and it was strictly a security release from what I understand.

I dont think they are very interested on improving anything..Its a shame because its a nice script but their customer support is ridiculous!

Im sorry i purchased PHPlive about 2yrs ago. There support is truely hopeless. It took them 4 months to fix a serious vuln in their software even after hundreds of requests to get it fixed on in their forums, not once did anyone from php live make a post regarding this.

Overall the software sucks. Its slow and many times when our users initate a chat they mysteriously dissapear, loose connection, after a period of 20 min. Other times, people try to initiate a chat and the connection between support and client never occurs.

All in all the software sucks and i would never recommend it too anyone. Then they have that winapp that loads in the windows tray. Oh, now this is gem. Not only does it hog up huge amounts of PC memory but it fails to notify us properly. It shows users on the site when there are no users there and visa versa. Not too mention, if you keep this thing running for more than 24hrs its unusable. You have to shut it down and restart it.

What a piece of junk!

Hey I forgot to mention that Crafty Syntax Live Help has a desktop application that resides in the system tray and flashes when someone hits your site. Keeps it handy so you don't have to maintain an open browser. Its VisualBasic so it will only work on Microsoft systems.


~ Jared