# Velaro Reviews **Vendor:** Velaro **Category:** [Live Chat Software](https://www.g2.com/categories/live-chat) **Average Rating:** 4.1/5.0 **Total Reviews:** 17 ## About Velaro Velaro helps you connect with customers across every stage of their journey through one unified platform. From live chat and AI-powered chatbots to SMS, WhatsApp, Messenger, email, and voice channels like IVR, you can manage all conversations from a single workspace without switching tools. Whether you’re supporting customers, qualifying leads, or answering sales questions, Velaro gives your team the speed, context, and automation needed to deliver faster responses and stronger experiences. AI Chatbots and Automation Automate routine interactions with AI chatbots trained on your documents, URLs, and knowledge base articles. These chatbots can handle open-ended questions, follow guided workflows, or hand off to live agents when needed. Specialized AI agents can focus on specific topics like billing, onboarding, or product returns. This hybrid approach keeps customers engaged while freeing your team for higher-value work. Workflow Builder Map customer journeys visually and build automation logic without coding. Set conditions, triggers, and actions to guide interactions from first contact through follow-up. Workflows can be tailored for lead capture, self-service, proactive messaging, or case management, ensuring every step aligns with your business process. Unified Inbox Across All Channels Manage every interaction from live chat, SMS, WhatsApp, Messenger, and voice, from one central inbox. Agents see the full conversation history, contact details, and integrated tools to respond quickly with complete context. AI writing assistance helps maintain speed and consistency in replies. Built-in Ticketing and Case Management Turn any conversation into a tracked ticket and follow it from first contact to resolution. Link tickets to customer records, track status, and manage assignments. Reporting provides insight into performance trends so you can continuously improve support delivery. Feedback Tools Collect insights with pre- and post-chat surveys. These tools make it simple to stay connected and understand customer needs in real time. Integrations and API Access Velaro integrates with CRMs like NetSuite, Microsoft Dynamics, and other business systems to keep records synchronized. Open API access supports custom connections to fit your workflow. Security and Compliance Velaro is built with privacy and data security in mind, including encryption, access controls, and compliance-ready features to meet industry regulations. Why Velaro? With Velaro, you don’t just manage conversations, you create consistent, connected experiences across every channel. By combining AI, automation, and real-time support tools, you can respond faster, personalize every interaction, and keep your team focused on what matters most: building stronger customer relationships. ## Velaro Reviews ### 1. Chat is what you expect, nothing more, nothing less. Translation service has been quite good. **Rating:** 4.0/5.0 stars **Reviewed by:** Svetozar H. | Sales **Reviewed Date:** November 25, 2021 **What do you like best about Velaro?** The software does what is expected of it and achieves minimum expected to conduct client chat **What do you dislike about Velaro?** The software on the agent side a bit clunky(UI is lacking) and the fact that they use a computer web browser(chrome or simular) based app instead of a full installation file is not great. **What problems is Velaro solving and how is that benefiting you?** We are offering extra value to customers via chat. ### 2. Just OK chat client **Rating:** 2.5/5.0 stars **Reviewed by:** Tim B. | Customer Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Velaro?** The editable canned responses are very useful. **What do you dislike about Velaro?** The notifications are not reliable, often I'll have a chat and not realize it. **What problems is Velaro solving and how is that benefiting you?** Customers who are hesitant about calling due to hold times are able to be assisted. ### 3. Its good. **Rating:** 2.5/5.0 stars **Reviewed by:** César Alejandro M. | Fotógrafo, Design, Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2016 **What do you like best about Velaro?** I think it is good the app , very complete but compared against rivals like Zendesk Live Chat or stays too short for my taste, can be improved . **What do you dislike about Velaro?** I start first by the interface because it is a bit complicated for an average user , I do not like the delay between messages that because we only use 2 weeks and I lost several customers. **Recommendations to others considering Velaro:** For the love of god , adjust the delay in messages , and add a plugin to add my fanpage fb chats me how much and manage them from the same place . **What problems is Velaro solving and how is that benefiting you?** Design a new user interface simpler and fix the problem of delay between messages.. **Official Response from Kelly Stratton:** > Hi there, I'm sorry you had a negative experience. We appreciate your feedback and are continuously working to improve our product. ### 4. Velaro **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2016 **What do you like best about Velaro?** Velaro allows interactions with customers using desktop and mobile platforms. Easy to engage and communicate with customers. **What do you dislike about Velaro?** Some features and customizations can seem overwhelming, which requires some training. **What problems is Velaro solving and how is that benefiting you?** Customer engagement as they can easily connect with service reps and convert to a sale. ### 5. Velaro LIve Chat has helped MSGCU communicate with more members through increasing our efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** George L. | Call Center Manager, Banking, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2015 **What do you like best about Velaro?** Velaro's live chat solution is virtually always online. In just less than two years since we implemented, downtime has been extremely minimal. Their service has proven to be overwhelmingly reliable. Also the customization of the delivery of live chat presentation allows us to brand our messages to our membership to reflect current marketing campaigns, providing the opportunity for an increase in sales opportunities. **What do you dislike about Velaro?** At this time, there isn't anything to dislike. Recently, we decided to increase our number of licenses and Velaro was very accommodating to provide us with pro-rated pricing to assist in keeping our regular billing in line with our original contract terms. I found this very helpful. **Recommendations to others considering Velaro:** Take your time to view a demo and ask the questions you want answered. Their sales team is very flexible as it relates to contract terms and requirements. Their support team is very responsive for assistance in setting up customization and report tools. **What problems is Velaro solving and how is that benefiting you?** Due to increased call volume in a short period of time, wait times has increased on inbound phone calls. Having Live Chat available during our normal business hours has allowed us to assist more members, more efficiently. Member feedback as been overwhelmingly positive since the time of launch in May 2013. ### 6. Velaro is great software at a great price. **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah Y. | Digital Media Specialist, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2015 **What do you like best about Velaro?** What I like best is the ease of use both from a customer service standpoint and an administrative standpoint. It was very easy to customize to match the look of our website and adding a picture of the customer service representative gives our customers that feeling that they are talking to a person that cares. Our customer service representatives use the application on their desk tops. It allows them to complete other tasks while waiting for the next chat, because it gives them a blinking visual cue when a customer needs to chat. The reporting tool has been extremely helpful in showing management how many customers we are serving and the resulting conversions. **What do you dislike about Velaro?** We have not found anything that we disliked about the Velaro software. There have been pieces that required more training, and our Velaro partners have been very willing to take the time to train us properly and answer questions when needed. **What problems is Velaro solving and how is that benefiting you?** Today, we are reaching customers that have questions about our website and products that may not have the time to call into our call center. They are receiving immediate service and that has resulted in conversions. We have helped everyone from grandparents who are nervous about using to the internet to those who need sizing information. Velaro has made our customers feel very connected to our website and our brand. ### 7. Review for Velaro integration with Dynamics CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Mauricio D. | President, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2015 **What do you like best about Velaro?** We were looking for a solid chat component that integrates with Dynamics CRM. Velaro was the best choice in the market. The implementation has been smooth and their technical support department has been answering all our questions in a timely manner. We like the fact that it is enterprise-level and that it integrates seamlessly with our preferred CRM platform. **What do you dislike about Velaro?** We had minor issues with the initial search configuration, but the technical team helped us get it working properly. **What problems is Velaro solving and how is that benefiting you?** We needed a centralized source of information (Dynamics CRM) where all the activity related to our customers was easily accessible. We had already achieved integration with email, social media and voice. We were missing chat conversations, and Velaro was the right tool to fill that gap. ### 8. Great Experience, Easy to Use, Easy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Christopher B. | General Manager, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2015 **What do you like best about Velaro?** There are a number of things about Velaro chat I like. I would have to start with the ease of implementation. The code is very easy to apply to your site and the support team is always just one click away. I also like that Velaro offers both a client and web based version. We implemented the solution about a year ago and haven't looked back. **What do you dislike about Velaro?** The user license structure is named not concurrent. Meaning if you have two licenses and your name two users, regardless of their status (logged in or not) you cannot add any more users. **Recommendations to others considering Velaro:** Great Company, work very well with you. **What problems is Velaro solving and how is that benefiting you?** We are a customer service solution provider and needed to be able to provide online retail customer service for multiple companies. We were using a home grown version but found it difficult to support and keep current. Velaro takes all those headaches away. ### 9. Gives your customers another reliable way to reach you **Rating:** 5.0/5.0 stars **Reviewed by:** Rock R. | Consumer Relations Manager, Food Production, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2015 **What do you like best about Velaro?** The online control panel & reporting features are top-notch, and the Velaro support team answers all questions / concerns quickly and thoroughly. **What do you dislike about Velaro?** My only thought is that some of the reporting features are not included in the basic configuration. **Recommendations to others considering Velaro:** Sign up for a live demo, and feel free to compare features and pricing with other vendors. **What problems is Velaro solving and how is that benefiting you?** The Velaro Live Chat solution has allowed us to provide another avenue of contact for our valued consumers. People who may not pick up a phone with questions, comments, or complaints are now able to reach us... which allows our staff to build loyalty with this group of consumers. ### 10. Good Customer service and knowledgeable agents **Rating:** 4.5/5.0 stars **Reviewed by:** Omar B. | Interactive Marketing Manager, Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2015 **What do you like best about Velaro?** What I like best is that they were able to find a solution to a routing problem no other company could do efficiently. We have had such a great success using this tool in our website that our online sales have doubled this past year. It's very user friendly for both customer and agent. **What do you dislike about Velaro?** The reports tool could use an update but nothing bad to say about the system itself **Recommendations to others considering Velaro:** I would definitely do it **What problems is Velaro solving and how is that benefiting you?** Our online sale retention has increased this past year and we are able to sell our service over the chats ### 11. Great Result & Outstanding Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2015 **What do you like best about Velaro?** As Director of Sales & Marketing for Haulaway Storage Containers Inc. and being in charge of our website, pay per click advertising & social media campaigns there is one thing I've learned. About 20% to 25% of consumers do not like communicating verbally over the phone and prefer correspondence via email or Live Chat. How do I know this you ask? Well after reviewing all the analytics I've noticed we receive about 4 to 5 phone calls from our website for every web form that is completed and those averages are the same with our pay per click advertising.. By implementing Valero Live Chat we are now catering to this 20% to 25% of the consumers who prefer a different form of communication. My sales conversions have increased drastically. . **What do you dislike about Velaro?** To be honest there was a little bit of a learning curve implementing the Live Chat mostly because Velaro offers some many great features that improves the users experience it took time for me to fully understand it all (Truly this is not a dislike). What I learned I should have called for technical support much sooner than I did. Hugo is one of Velaro's technical support staff and is nothing short of OUTSTANDING. I started to wonder if there was more than one Hugo's that work for Velaro because every time I called he was immediately available. Once I received his email address the response time was even quicker. My live chat hosts have had the same experience with Hugo as well. Thanks Hugo !! **Recommendations to others considering Velaro:** If your considering implementing Velaro Live Chat, I say DO IT ! But learn from me, get Hugo to help you set things up, the sooner the better. This way you are taking advantage of all the benefits sooner and eventually achieving your ultimate goal, making more $$. **What problems is Velaro solving and how is that benefiting you?** With Velaro Live Chat we are offering a different form of communication which appears to be in demand with specific consumers. The number of web forms being completed has dropped some although the sales conversion rate has increased dramatically. Reviewing the chat logs as an administrator makes it very easy to evaluate and train your chats hosts and improve on their sales efforts and makes for a better experience with our prospects. ### 12. Great and easy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Scott M. | Senior Manager Ecommerce, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2014 **What do you like best about Velaro?** It's a great low cost solution for a Magento Live Chat Extension. We were able to create branding & set up Velaro in time for holiday quickly. It only took us 3 days to implement and design the product for our website. **What do you dislike about Velaro?** There are so many features and customizations that Velaro can seem overwhelming at first. I would really suggest an online training session with a support person. Product was installed and had a few bugs at first. These were quickly addressed by Velaro and we have found both functionality and support exceptional **Recommendations to others considering Velaro:** The interface can be a little confusing, but it's a great tool and highly recommend using Velaro if you have Magento. Easy to integrate. **What problems is Velaro solving and how is that benefiting you?** Velaro's click-to-chat and click-to-call solutions make it possible to communicate with your Web site visitors in real time. As a result, you will sell more and reduce your telephone support costs 5 to 1 compared to phone. Enhanced integration with major Give your Web site visitors the live help they deserve. ### 13. Easy to Implement, Reliable Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2015 **What do you like best about Velaro?** We loved how easy it was to customize the button and incorporate it into our website. Unlike other live chat options it allowed us to merge the design seamlessly with our company's branding. The Velaro team responds quickly and helpfully to any issues. **What do you dislike about Velaro?** The design is not mobile responsive, which has caused some issues with our site's mobile appearance. **What problems is Velaro solving and how is that benefiting you?** Adopting Velaro/Live Chat increased efficiency in our phone systems, provided hearing-impaired customers with an easy and instantaneous method of contact, and optimized support for after hours questions. ### 14. Good product, Great Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 24, 2015 **What do you like best about Velaro?** As a Chat product, Velaro ticks all the right boxes. It does cover all our needs. It has a full web and a mobile optimized chat. It allowed us to skin the chat window as per our needs. The team from Velaro worked closely with us during the implementation phase and as a part of any support need that we had. **What do you dislike about Velaro?** I know Velaro works hard to make sure that there are no issues. But if they find an issue that could potentially impact us, I would like a pro-active email communication. **What problems is Velaro solving and how is that benefiting you?** We use them for our onsite chat. We have proactive chat and customer initiated chat. ### 15. Easy to Implement, Easy for Agents **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2015 **What do you like best about Velaro?** Velaro software was easy to configure with minimal training. Reports can be automated to your liking and arrive each day. Our team really likes using the product. **What do you dislike about Velaro?** The Admin manual could be better organized and lacks a Table of Contents. **Recommendations to others considering Velaro:** Think about your approach regading system features before doing anything. Once trained, use your first few users to train others within your organization so as to customize agent training. Implement it and know that as you move forwward, things can easily be changed. **What problems is Velaro solving and how is that benefiting you?** I am consulting with a large healthcare company and this product allowed them to get into Chat quickly and painlessly. ### 16. Important Lead Generating Tool For Franchise Organization **Rating:** 4.0/5.0 stars **Reviewed by:** Louie B. | Executive Vice President, Executive Office, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2015 **What do you like best about Velaro?** Velaro chat is an extremely cost-effective method of generating new leads for our franchise network. **What do you dislike about Velaro?** Some limitation with online reporting with current version. **What problems is Velaro solving and how is that benefiting you?** Velaro chat allows our prospects another means of conveniently connecting with our business. It has become an important source of new leads - in addition to web-form and telephone leads. ### 17. Velaro review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Velaro?** The staff are willing to help out and can respond very quickly to requests. **What do you dislike about Velaro?** The reporting is good however the interface is much too slow. **What problems is Velaro solving and how is that benefiting you?** Live chat is 60% of our business and is extremely valuable. **Official Response from Kelly Stratton:** > Hi there, I'm sorry you had a negative experience. We appreciate your feedback and are continuously working to improve our product. ## Velaro Discussions - [What is Velaro used for?](https://www.g2.com/discussions/what-is-velaro-used-for) - [View Velaro pricing details and edition comparison](https://www.g2.com/products/velaro/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+05%3A53%3A17+-0500&secure%5Bsession_id%5D=eb6078ec-ea85-4078-bf28-f6981cfbd04f&secure%5Btoken%5D=6e2eb07d1fe2c2a5960af8cb9a7dd46b4826eb63d173ab7536937137a0daab70&format=llm_user) ## Velaro Features **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles ## Top Velaro Alternatives - [LiveChat](https://www.g2.com/products/livechat/reviews) - 4.4/5.0 (782 reviews) - [LivePerson](https://www.g2.com/products/liveperson/reviews) - 4.3/5.0 (185 reviews) - [Olark](https://www.g2.com/products/olark/reviews) - 4.3/5.0 (220 reviews)