LiveHelpNow Software

4.65 / 5 (66)

About LiveHelpNow


LiveHelpNow offers a suite of cloud-based helpdesk software designed to track sales and leads, monitor brand loyalty and manage customer interactions. It offers tools to respond to support customer inquiries through chat, SMS, Email, FAQs and self-service knowledge base.

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 tickets.

Apart from live chat and customer service ticket management, LiveHelpNow also offers self-service options and knowledge base management applications. These applications can be purchased on a standalone basis or bundled into one integrated helpdesk suite. Applications are available on a monthly/annual subscription basis, and the support is offered via phone, email and chat.



Read More

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

66 Reviews of LiveHelpNow

Average User Ratings

Overall

4.65 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(46)

4 stars

(17)

3 stars

(3)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1-20 of 66 reviews

Do you use this product?Write a review

January 2018

Mark from IT Admin, Retail

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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 of 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

June 2018

John from Chartify, LLC

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Large call center, life saver

Multi brand support with ease

Pros

Ability to support customer using any channel (Chat, SMS, Phone, Email, Facebook, Twitter, etc) is absolutely indispensable.
All records are stored and easily pulled up during the conversation. For example SMS chat started by a customer with LHN showing all previous conversations by the same customer which were done in the past by email, chat, phone, facebook, etc giving us full picture and enabling us to provide the best customer service we can. Just awesome

Cons

Would love to see themes added to the operator console. Not sure what else I can point out here, the software is simply done by someone who knows call center business.

June 2018

Bac from Navien Inc.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Great resource for online chatting with customers!

Quick, simple, easy way for our customers to get in contact with our Technical Support if calling is not an option or if it's just a simple question. Decreases amount of unnecessary calls into our call center, freeing up our agents for other troubleshooting calls.

Pros

It was very easy to set up. Integrated easily with our website. Customers really like using the LiveHelpNow option to get answers to quick questions. Save them a phone call.

Cons

We have had only minor issues where our agents get locked out of the LiveHelpNow application. We aren't informed of these issues and need to contact the company to find out if there's an issue on our end or theirs.

June 2018

Sam from Keyport

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

My experience over the past 2-ish years has been a positive one.

Pros

It works well, for the most part. Sometimes things glitch out but restarting the client usually solves the issue. It's definitely very easy to use as well. The UI is simple. The customer service is great, prompt, helpful. I absolutely LOVE the translate feature. Makes speaking with international customers very good. For us and for them. Overall, good product to use.

Cons

The UI could use an update. It is simple but kind of ugly, though that doesn't affect the performance of the product or anything. Sometimes I'll show as online but people may not be able to start a chat via our website. It's a pretty simple bit of software, so there's not much I can say I dislike about it. The UI always seems to bother me though, haha. A bit superficial.

June 2018

bill from Novus

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

works effectively few issues, like detail is good for analyzing website performance

Pros

like the real time info on website visitors, like richness of data to improve website. analytics provides useful insights

Cons

Need to be able to down load past data for further analysis. Currently have to down load a day at a time. Would like to be able to download as much historical data I want easily

Response from LiveHelpNow of LiveHelpNow

Replied June 2018

Thank you for your review! Analytics should allow exporting data for up to one year. All you need to do is change from and to dates while running a report. The only report that we restrict to one day is "Raw Visitor data" which really does not have any valuable information, just IP addresses and Host Names. Hope this helps, Michael

June 2018

Jorge from Xport Auto Parts

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Excellent on all fronts. Have never had an issue...

24/7 chat support on our site for our customers. There is very little to no down time which has been great for us and our customers...

Pros

Ease of use and the customer service. It is very easy to use and when there have been changes and/or updates to the software they are easy to identify and adapt. Customer service always answers the phone and is eager to assist...

Cons

I have no negative points that I can think of at the moment. Every aspect about this software works and is very user friendly. I have used other chat software and they all fall short of this...

September 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

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

Joni from Boulder Valley School District

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

My experience with LiveHelpNow has been great from day one using the product for Chat.

We are able to help more customers in a more efficient manner and more timely.

Pros

I like that you can use canned responses and that you can see the user's name right away and also that you can easily see which other operators are logged in. I also like the analytics.

Cons

The thing I like lease about the software is the refresh rate. It would be nice if the window would refresh quicker. Sometimes I see a chat come in but before my screen refreshes, another operator has taken the chat.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

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.

June 2018

david from Choice Checks LLC

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

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

June 2018

Ken from AIRS an ADP Company.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

Great product, excellent customer service.

Ability to multi-task while helping clients, metrics on client trends, a great way to share information and files without providing personal contact information.

Pros

Ease of use, notifications (visual and sound), browser based functionality, after hours ticket functionality, visitor history.

Cons

The admin side, specifically analytics, can be a bit non-intuitive. Also when using the browser based version you need two sessions open if you're working on tickets to see notifications.

June 2018

Cody from HKT - Airbnb

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

LHN is a great tool to use to allow us as a company to manage request in an organized manner.

All in all I love using LHN on a daily bases. It allows my team and I the opportunity to split tasks amongst the 5 of us. Giving us the exact data of who is working what tickets as well as providing us with the creation date in order to make sure we are handling requests in real time.

Pros

Easy to use, filter, add and subtract users without any issues, the security of an admin. Notification sounds are helpful when busy with other tasks.

Cons

Cons - LHN should have more of a user-friendly atmosphere, allowing users to feel as if they're in a chat room rather than a system that is used to ask difficult questions. Maybe add some color to their chat rooms.

June 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

LiveHelpNow works great, always getting better

High ROI, helps us assist online visitors in complicated online purchases and send them down the conversion funnel.

Pros

We've been using it for seven or eight years and we've noticed a marked improvement on the UI of the live chat over the last year or so.

Cons

Not well oriented for mobile support. For a long time it was the dated look and feel, I think they've overcome those issues but could do

June 2018

Linda from Yamaha Corporation

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Software is easy to learn

Pros

Software is easy to use. The customer support live chat from Live Help is awesome. Quick response to your questions. Easy for Administrators add operators and licenses. Haven't had any issues from setting up the features.

Cons

Would be nice to have more analytics. Also, would be nice to customize the screens to what you would like to see in the chat panel.

November 2017

Kelly from VLACS

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2017

We use LiveHelp Now daily to assist our customers.

Pros

LiveHelp Now is an excellent way for our customers to reach us quickly and have their questions answered without having to pick up a phone and call our office.

Cons

LiveHelp Now doesn't always queue incoming chats in an effective manor. It will sometimes bounce one chat back and forth between two operators that aren't answering instead of looping in another operator.

Response from LiveHelpNow of LiveHelpNow

Replied November 2017

Thank you Kelly for your kind feedback! We will surely look into the queuing issue for your account today! Please reach out anytime via chat or call us at 877-548-3001 Thanks again!

June 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Livehelp has only boosted our ability to communicate with our customers. Great addition for us.

Pros

I have to say the Translate option is very valuable for our group as a good part of the customers chatting are international. It helps us to communicate more efficiently. I also appreciate Canned Responses for a quick way to respond.

Cons

Can't think of anything really. If I have to choose, I'm not really fond of the "whisper" response.

June 2018

Joe from BlueRock Energy

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

Customer service is outstanding. Any time I have needed their assistance, they have been great.

Ability to chat with customers who prefer to chat vs. email or call. And, it has the ability to send offline and after hours messages.

Pros

Relatively easy to use. They offer a lot of customization options. The company is great to work with. Cost is competitive.

Cons

Configuration and set up can be a little tricky, but it's not too bad once you start to play around with it.

June 2018

TAMMY from ANEW BUSINESS SOLUTIONS

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

EASY TO USE

EASE OF USE

Pros

THAT IT CAN BE USED ONLINE AS WELL AS DOWNLOADING, AGENTS SOMETIMES WORK FROM HOME AND CAN ACCESS IT THROUGH THE WEBPAGE RATHER THAN DOWNLOADING IT TO THEIR COMPUTER.

Cons

IT DOESNT PLACE CUSTOMERS IN A QUEUE TO WAIT FOR AN AVAILABLE AGENT, WE SOMETIMES HAVE 8 CUSTOMERS AT ONCE AND IT DOESN'T ALLOW US TO PLACE THEM ON HOLD

June 2018

Jordan from Pivot Point, Inc.

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Overall, this product is easy to use and effective.

Pros

The translation software appears to function very well - I've used it to translate to German, Polish, French and Italian and have been able to communicate effectively.

Cons

Some of the reports and tools are difficult to find in the administrator screen, but once you get used to it then it's not an issue.

June 2018

Elizabeth from Consumer Services

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Love live help! The functions available are amazing and the support is perfection every time!!

Pros

The analytics, the integrations with your email and rep!!! He is the best! I highly recommend for anyone with customers.

Cons

I have nothing I can say in this area. Truly the best! LiveHelp really goes above and beyond our expectations and anything we ever need, they help us with even if its new for them.