Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10About LiveHelpNow
LiveHelpNow multi channel help desk/call center software facilitates real-time customer service communications via the following channels:
Live chat, Chat Bot, SMS/Text, Email, Facebook, VoIP(Phone) as well as provides ability to publish self-help knowledge base portal for customers to help themselves.
LiveHelpNow chat support suite is a chat-based support application embedded into business websites. It handles customers request through a chat window, and supports option to tag every chat into respective categories automatically or manually. It also offers tools to design post-chat surveys to get customers feedback and improve existing workflows. LiveHelpNow's Email Ticketing Platform is designed for agents to assign, manage and supervise email ticket...
70 Reviews of LiveHelpNow
Average User Ratings
Overall
4.60 / 5 stars
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
June 2018
david from Choice Checks LLC
Verified Reviewer
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
June 2018
It has been good, but i have recently noticed less down time with the program than before.
Use it to communicate to my customer via chat, help them with their orders, or questions.
Pros
How easy it is to use, the info it give us about the customer, and how the chat boxes are easy for the customer to read and use
Cons
Wished they made the software for Imac computer systems. I hate to have a extra chrome tab open and accidentally close it when working on my website and i close the chat out. Needs to have a Imac software like it is available for the Windows OS
Response from LiveHelpNow
Replied April 2019
Hello David, Thank you for your review! Just a quick note that our newest app is available in the Mac App Store: https://itunes.apple.com/us/app/livehelpnow/id684840931?mt=12 Thank you, LiveHelpNow crew
January 2018
Mark from IT Admin, Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2018
Best economical chat app in the market
Pros
Few years back I ran into an issue when if no agent in a department was not logged in, the depart would should up in the chat window. Client wanted to remove that department completely when agents in that department was not logged in. After digging and trials, I discovered LiveHelpNow and stayed with them. This system also provides full analytics (similar to Google Analytics). I uses this often to compare with Google.
Cons
Wish, the welcome chat window was visually customizable similar to modern chat system. Currently it only allows me to choose one option.
Response from LiveHelpNow
Replied February 2018
Hello Mark, Thank you so much for the kind feedback! A few months back we released an embedded chat window, which no longer presents chat as a popup window which your account is currently using but rather as an overlay within your website giving you literally unlimited options in customization. Hope you will check it out in Admin Panel>Chat system->Installation>Embedded Again, thank you for being a loyal client! Much appreciated! LiveHelpNow team
May 2019
Anonymous
Verified Reviewer
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
2.0
Customer support
4.0
Functionality
2.0
May 2019
Basic chat client, affordable price, but a lot to be desired
Pros
Very affordable solution if you are just looking for the basics in a chat client.
Cons
Platform seems out of date both in regards to UI and features offered. Many competitors are starting to offer services with chat bot functionality and great integration with Salesforce. Admin Panel/UI is clunky, out-of-date and not intuitive.
Response from LiveHelpNow
Replied May 2019
Very sorry to hear such a low opinion on the LiveHelpNow suite. Not sure if you tested the platform fully. We would be happy to schedule a full private demo. We do have a very sophisticate Chat Bot: https://www.livehelpnow.net/live-help-bot We also offer state-of-the-art integration with SalesForce and tens of other CRM systems. LiveHelpNow has always been an innovator in the help desk space with many features we are holding a patent for such as Whisper technology. Here are just some of the features that differentiate LiveHelpNow from other help desk platforms: Accept chat over SMS (customers can text for support!) Secure forms (transmit highly confidential information such as credit cards, PHI info, order info) right within chat or email! Omnichannel. Integrated Chat, SMS, Ticket, Call and Knowledge management (provide customers with all channels of support from one system)! Chat Bot, Instant Language translation,Auto tagging, and more. Is it possible you missed those?
September 2018
Anonymous
Verified Reviewer
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2018
Easy to customize to suit your needs!
More bang for your buck than any other program I researched or used. They truly care about their customers and maintain a "make it personal" attitude.
Pros
We switched from a much bigger chat platform after doing research on other options. LHN is so easy to use and customize it's remarkable. Their service is top notch and if you are needing a feature they don't have, they will work to make the solution possible for you in the near future. Reporting features are excellent.
Cons
We have tried to do some intricate routing to different departments including different levels within a department. It hasn't been the easiest, but i'll admit, the request was very complex.
June 2018
Anonymous
Verified Reviewer
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
June 2018
User friendly and a good quality software
Well it makes my job easier especially the option to chat in different languages.
Pros
It is easy to use and I have not encountered major issues when using the live chat software. I had an issue once and when I asked for support, they immediately got back to me and we trouble shot the issue and we were able to resolve it.
Cons
The interface is just so simple and it sometimes monotonous to look at it everyday. I hope you can change skins or the interface of the software.
