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Chris Cardell

Interview with Neran Ashkenazi (HelpOnClick)

HelpOnClick is an online live chat system for your website.

I interviewed Neran Ashkenazi, HelpOnClick founder to find out more. This interview is the one hundred and fifth in a series of DW interviews. Big thank you to Neran!

Describe HelpOnClick in under 50 words.

HelpOnClick, is a live chat software that allow online businesses to monitor their visitors in real time and chat with them. The result – improved conversion rate, better customer support experience and more.

What made you decide to start working on HelpOnClick?

Well, back in 2001 when I created one of my first online businesses, I really wanted to know who’s on my website and maybe even find a way to make them buy. The thought didn’t leave me until I sat down and coded the very first live chat script, which was for a single user. I was my first client :)

Where are you based? Who is the team behind HelpOnClick?

The company, OnClick Solutions ltd, is a 100% private and self-funded company owned by myself. We have an office here in Israel (Tamir, Adam and the girls – Israeli sales) however most our staff are spread around the world, main ones – Romania (Nicoleta, customer relations manager), Ukraine (Pavel – development manager, Sergey – development) and Russia (Tatiana – marketing).

Where are you clients based?

Everywhere. Mostly US and Western Europe.

What was technically the most challenging part of developing HelpOnClick?

Scaling. Since our service is an on site widget / icon, we handle the traffic of the hosting websites, low and high volume. Combined, it’s a LOT of traffic to handle. Happy to say that we’ve managed it well.

How long did it take to put together HelpOnClick?

It had two major phases:

First phase, developed ages ago, took a couple of years.
Second phase, took 3 years (that’s right), released 1.5 years ago, it’s a complete rewrite based on the years of experience. We generated an amazing product, which we continue to improve constantly.

How much do you charge customers?

We’ve always tried to keep the pricing low with simple pricing plans:

Basic plan – 1 user, 1 website: $19/m
Pro plan – 3 users, 3 websites: $29/m
Deluxe plan – unlimited users, 6 websites: $49/m

Discounts available when paying quarterly and annually.

Do you have any new features in the pipeline?

Oh yeah, plenty new features and surprises. Ones I can share:

– Google Analytics integration
– Custom invitation rules: very powerful feature, will allow the user to create chat invitation rules such as “if it’s a new visitor, came from google.com, is on the website more than 20 seconds and is browsing the pricing page – invite with a custom message XXXX”
– Mobile and tablet native apps

What advantage does HelpOnClick have over its competitors?

The most important advantage – we’re our own clients and as clients, we know what we want. This and the experience we’ve had over the years has allowed us to create a simple and to the point product that you can use immediately. Oh, and did I mention how affordable our plans are?

What is the biggest hurdle you have faced or are still facing?

Up until a few years back, before the new version of HelpOnClick went live, we dealt with really bad scaling problems that kept me up at night. I’m happy to say that our new version is in full scaling control!

What one piece of advice would you give to budding startup founders?

Be your own client. You’ll then create the best software for you and others.

What are you most excited about at the moment?

Hmm.. this really (really) cool new feature I can’t reveal :) Coming up in a few months.

Can you convince the reader to start using HelpOnClick in under 50 words?

Of course – would you like to generate 40% more sales out of your existing website traffic? A big Yeahh did you say? Come on then and give HelpOnClick a try.

Finished reading? Check out HelpOnClick!

This entry was posted on Monday, August 27th, 2012 at 11:21 am GMT. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.



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