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.
Jesse from V-Rooms Virtual Data Rooms
Specialty: Software / IT
They are always adding valuable features to the offering. It's consistent and steady. I cannot remember anytime where we were offline.
Everything is pretty nice and functional. I guess if I had to pick one thing it would be the layout of the Admin Panel. Navigation the menus could be easier. Again this is an area of the application I almost never have to go in so I can see why layout has not been a priority.
Try it out and see if it works with your business. Like any other tool out there. It only works if you use it.
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.
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.
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.
Edwin from Footballshirts4all
Employees number: 11-50 employees
It helps in being flexible about working hours and working remotely. The mobility aspect is great. You can respond to queries on the go.
The ability to text to answer customer queries - the mobility it offers is fantastic for one who's on the go and wants to maximise the opportunities of turning leads into closed deals. Live Help Now organises and stores previous interactions with the customer so at any time you can pull out the big picture. You can customise the chat window or embed it if you don't want a popup window. Integration with social media is neat.
Considering the range of tools you get for the money, it's a rather great tool when on a budget. There were a few issues at first with setting up alerts for pop ups and having some gone missing as dropped chats but this was at our end. And should you get dropped chats, it's easy to locate them and email them back. This being said, the learning curve is rather easy.
Rich from Love Letter Ltd.
Live Help now is better value for money than others on the market, admin panel is reasonably easy. Instalation on the site was easy.
customising the look and feel of the chat window could be easier, esp when running more than one website
James from Encore Air, LLC
Employees number: 11-50 employees
I sell a lot of service and replacement using the live chat
It is easy to install, chatting is simple whether on laptop of phone. I am very happy with Livehelp now
I dont have any cons with the software. I am happy with them and have used it for years for my HVAC company,
Elizabeth from Consumer Services
The analytics, the integrations with your email and rep!!! He is the best! I highly recommend for anyone with customers.
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.
I communicate with my clients I keep records .I have db with all the issues and I use them in order to provide quick answers
I using live help for more than one year. I m satisfied . I communicate with my clients I open and close tickets I keep records and all team members can be updated about the issues that rising daily.
Is not complicated to learn how to use it
It is little bit difficult to apply roles to each agent. The canned answers could be setup easier it will hep a lot.
david from Choice Checks LLC
Use it to communicate to my customer via chat, help them with their orders, or questions.
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
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
Travis from University of South Alabama
The ability for the software to take off-line messages when we are away or during off hours. We are able to select the type of information we want from users and have their responses emailed to us.
There are very few things that we could complain about with the software. We are still working to use it more often, so I will give feedback if we find things that could be improved.
John from Chartify, LLC
Employees number: 501-1,000 employees
Multi brand support with ease
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
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.
bill from Novus
like the real time info on website visitors, like richness of data to improve website. analytics provides useful insights
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: LiveHelpNow, LiveHelpNow
Date: 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,
Sam from Keyport
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.
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.
Nuno from Flight Centre
Employees number: 501-1,000 employees
increased customer service support and sales
great reporting for daily use, traffic to site, dropped chats, etc
great support with any questions or concerns.
would prefer the embedded chat window which may already be in use. Are you able to jump on our flightcentre.ca site and let me know?
April from The Mesquite Group, Inc.
I like that I can customize it to blend well with our website. I can easily see if we have guests viewing our website.
Sometimes the alert notification does not work properly. I would like the ability to have both a visual and a sound, not just one or the other.
Timmi from Smart Property Systems
I like the analytics it provides. They help us to know from where our interested viewers are coming. I also like the chat system itself.
It is complicated to set up initially. There are many articles but they are time consuming to read.
High ROI, helps us assist online visitors in complicated online purchases and send them down the conversion funnel.
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.
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
Ken from AIRS an ADP Company.
Employees number: 10,000+ employees
Ability to multi-task while helping clients, metrics on client trends, a great way to share information and files without providing personal contact information.
Ease of use, notifications (visual and sound), browser based functionality, after hours ticket functionality, visitor history.
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.
Cody from HKT - Airbnb
Employees number: 201-500 employees
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.
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 - 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.
Bac from Navien Inc.
Employees number: 51-200 employees
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.
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.
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.
The ability to engage with potential customers who did not want to talk to our call center. This helps increase conversions and build more awareness of our brand.
It was easy to install and it was fairly easy to configure but the live support was great so getting configuration issues worked out was fast.
There are a lot of options that make this product work for small to large businesses.
The information you can see on the back-end about how a user has interacted with your website is very helpful for the agents.
By default the JavasScript you include on your website continuously sends polling requests on a regular basis. This is for the feature where you can reach out to people on your website. I had the development team disable this for out account as it was a feature we didn't want to use and they did so quickly.
jason from GetYourWheels
Employees number: 11-50 employees
Live HelpNow offers many more features at a much lower priced compared to our last app. The program we were using before was almost 5 times the price with much less flexibility. The customer service is also great, had an issue where I needed logs from a chat months ago and it was all stored which saved us. They also offer a mobile app which is very helpful.
At this time I dont have any complaints about the services, we've had a great experience and have had no issues.