Online Reference Software
- text based environment
- secure transfer of information
- push technology
- customizable interface
- operator can cobrowse with user
- chat transcript archive
- reporting based on archive
- file transfer
- user permission management
- a queue system for operators
AOL Instant Messenger contains some, but not all, of the features needed by a law firm. AIM offers encrypted end-to-end transfer, permission management, archiving and reports. AIM does not offer push technology, co-browse, or a queue system for operators. AIM is intended for sharing of information between friends or colleagues, and is not set up for user/operator interaction.
Live Assistance is a fairly robust service. Its features include text based, customizable chat, chat archives and reports for billing, a queue system, media sharing and push technology. It offers post chat surveys so users can give feedback on their needs and satisfaction.
Live Helper software offers security, customization, co-browse, chat transcripts and reports, push technology and more. In addition, Live Helper allows operators to chat between themselves and with users. Operators may use remote illustration, transforming the interface into an electronic whiteboard. Forms may be shared so operators can assist users more fully. Live Helper also offers voice chat. If operators are not available at all times, users may send email to them.
Live Person offers co-browse, transcript archives and reporting, encrypted security, push technology, and queue management for operators. In addition, Live Person allows users to email transcripts for later reference.
Recommendation for purchase
I would recommend that the law firm select Live Helper. In addition to offering all the features the firm requires, Live Helper has several special features. With Live Helper, the law firm would be able to have real-time reference help with transcripts of chats, reports to maintain billing information, secure information transfer, queue management for operators, co-browse, and push technology. Users with special needs could use the voice chat and visual learners can use media transfer and the remote illustration feature. Live Helper is a near-perfect vendor for the type of system a law firm needs.