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Mioot is a fully integrated live chat support and support ticketing system that will enable you to run a complete help desk for your product or website. The two parts can be split up and used separately, but work best when combined into a full support solution. While we wouldn't say it is the best system we have ever seen, it is quite reasonably priced given these are two systems you would often pay more for separately. With a bit of gloss and polish Mioot could do a lot better, but it is a decent enough system.
Since Mioot is a fully hosted solution, setup is very easy; just fill in a form on the website and you can be off. To enable pages in your website for live chat it's just a case of copying and pasting a few lines of code. If you opt for the Chat Pro plan you can use the software over as many websites as you like, but the Small Business plan is limited to just one. However, both plans are quite reasonably priced – in particular the Chat Pro plan because the integrated ticketing system comes as part and parcel of it.
Operators can use the Mioot web or desktop client to monitor traffic on their site in real time. Geo-location lets them see exactly where a visitor is from and chat invitations can be issued at the click of a button. Invitations can also be set up automatically based on any number of events using the event management system. This is great for targeting particular groups of customers with a view to improving sales. Another nice feature for operators is the ability to hold conference chats to run team meetings for globally located staff.
The integrated ticketing system Mioot offers is perhaps its best feature given that it is included in the standard price. As ticketing systems go it isn't the best we have seen, but it does provide everything you need to get a help desk up and running. Customers can raise a ticket and this can then can be picked up in live chat sessions so that operators can see the full history of the call. As the ticket moves closer to being resolved, operators can leave notes and update its status so that customers know what's happening. There are a few things missing in the picture, such as the ability to provide remote desktop assistance, but if you are just starting out it will do the job.
Mioot offers good value if you aren't too bothered about having the best looking and most up to date software. That's not to say it's out of date or old fashioned though and it will certainly help you to improve your customer support if you don't have any existing systems in place. However, look around so you are aware of its limitations and can make an informed decision. A good place to start would be our top ten in this category!
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