LiveHelpNow Review

LiveHelpNow
Product:
Vendor:
Founded:
Headquarters:
LiveHelpNow
LiveHelpNow
2003
Quakertown, PA
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
12,000+
Cloud
Yes

LiveHelpNow At A Glance

Good: Communication with customers via chat or text, mobile app for responding to tickets on the go, Secure Forms feature that collects credit card information within a ticket.
Bad: Interface may be regarded as dated, integration with Instagram is not currently offered.
Bottom Line: Help desk solution with robust tools that empower agents to provide exceptional customer service.

Product Overview

The LiveHelpNow software streamlines repetitive processes, so customer support agents can quickly respond to their customers. Agents can track their tickets and engage with customers in real time, and organizations can set up a knowledge base that helps customers find the answers they need in lieu of submitting a ticket. Additionally, managers can use the software’s reporting tools to analyze customer satisfaction and agent performance.

The software consists of three main modules: support ticket management, live chat and knowledge base. Companies can purchase modules individually or all three for an integrated suite. The details on each module are in our Features section below.

LiveHelpNow has numerous benefits, including:

  • The ability to organize omnichannel communication in one place
  • Customizable features (e.g., multibrand and multilanguage support)
  • A mobile app, so agents can respond to chats and tickets remotely
  • Integration with customer relationship management (CRM) systems, social networks and other third-party software

Features

Here are the key features of each module:

Support ticket management – Agents can work in a unified inbox to manage their customers’ email requests. Because the software integrates with CRM systems, Facebook and Twitter, they can see customers’ purchase history and communication history for further context. Agents can engage with customers by email, phone or chat, and chats can be converted into support tickets. There’s a patent-pending Secure Forms feature that lets agents collect payment from customers in a chat or support ticket via encrypted forms.

The module also has customizable workflows that let managers set up triggers and automation, such as routing and canned responses. Other features include customizable surveys, enterprise reporting, the ability to transfer tickets to another agent, multibrand support and integration to Zoom for video chats.

Live chat – With the live chat module, agents can engage with customers in real time from a computer or mobile device. They can also chat with customers via text. Companies can deploy a chat window on their website that invites visitors to chat, plus set up chat invitations that are tailored to specific pages or buyer behavior. Additional features include automatic language translation, real-time visitor monitoring, pre- and post-chat surveys, chat whispering (i.e., the ability to coach agents during chats without the customer’s knowledge), manual and automatic chat tagging and conversion tracking.

LiveHelpNow offers an optional Live Help Bot feature that communicates with site visitors, sends them content from the knowledge base, schedules appointments, forwards leads and routes specific inquiries to the appropriate agent. The bot is available even if agents are offline, and frees up agents to focus on more critical requests.

Knowledge base – Organizations can set up their knowledge base with their branding. It includes built-in templates for creating frequently asked questions (FAQs) and search-friendly tools so that customers can easily find answers. Users can get feedback on the content from customers via rating scales and comments. Some portions of the knowledge base can be set to private to serve as an internal resource for new agent training.

Target Market

LiveHelpNow targets companies of all sizes in various industries, such as health care, government, retail and education. We’ve listed 10 of its clients below.

  • All Pro Trailer Superstore
  • American Association for Clinical Chemistry (AACC)
  • Barracuda Networks
  • Brandt Immigration
  • California State University, Fresno
  • Crucial by Micron
  • Final Draft
  • Mobitel
  • Orion Telescopes & Binoculars
  • V-Rooms Virtual Data Rooms

Implementation/Integration

New clients can sign up for a 30-day free trial and start using the software quickly. They can also schedule a demo with the sales team.

LiveHelpNow integrates with CRM software (e.g., HubSpot, Salesforce, Pipedrive), content management systems (e.g., WordPress), email marketing solutions (e.g., Constant Contact, MailChimp), Facebook, Twitter and Zoom. Developers can also set up integrations by using Webhooks and REST APIs.

Customer Service & Support

Users can access the support center to browse articles, and they can contact the customer service team by phone, email or chat. LiveHelpNow also offers various resources on customer service best practices, such as an agent handbook and webinars.

Pricing

The three modules each cost $21 per agent, per month. If all three are purchased, the vendor provides a 30% discount. There’s also a call management solution that costs an additional $9 per agent, per month.

LiveHelpNow has an Enterprise plan for companies with larger teams for an additional $15 per agent, per month. The plan includes three-year storage of chats and tickets, unlimited multibrand support, unlimited visitor triggers, a dedicated software engineer, IP restricted account access, private training and custom feature requests.

Shortcomings

Some users have mentioned that the interface has a dated look. Also, the software doesn’t currently integrate with Instagram.

Screenshots

LiveHelpNow Screenshot 1
LiveHelpNow Screenshot 2
LiveHelpNow Screenshot 3

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About

Founded in 2003, LiveHelpNow’s mission is to empower companies of all sizes to facilitate meaningful customer service interactions. Its flagship live chat software was launched in 2005, and the company has grown its product portfolio over the years with the support ticket platform (2007), the knowledge base system and call management software (2009) and the Live Help Bot (2017). It also partners with HelpSquad, a live chat answering service.

LiveHelpNow is headquartered in Quakertown, PA and has a second location in Krakow, Poland.

Send feedback or corrections to feedback@betterbuys.com.

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