LiveHelpNow Suite

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.

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.

Overall: Multi brand support with ease

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

Overall: Use it to communicate to my customer via chat, help them with their orders, or questions.

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.

Overall: 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 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.

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

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...

Overall: 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: 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.

Overall: 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: 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.

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

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.

Overall: Well it makes my job easier especially the option to chat in different languages.

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.

Overall: 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: 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.

Overall: 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: 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

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

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.

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.

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.

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.

Overall: 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: 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

Overall: EASE OF USE

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.

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.

Pros: great reporting for daily use, traffic to site, dropped chats, etc

great support with any questions or concerns.

Cons: 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?

Overall: increased customer service support and sales

Pros: The Alerter app is very helpful, as well as canned responses and links. I like being able to see and chat privately with other chat operators as well as transfer chats.

Cons: Sometimes, chats get misrouted, but this is rare and is probably related to a problem with our website.

Pros: We were previously using a different chat program that was a lot more expensive with much less features. After we switched to LiveHelpNow we saved a lot more money, and gained much more functionality. Very happy with this program

Cons: I have no complaints at this time, it hits everything we need at the price point we need.

Overall: Very happy with this and would recommend others to consider it if they need a good chat program at a reasonable price

Pros: The analytics are great! I love that it serves as a comparison/confirmation tool for Google Analytics as well.

Cons: I wish it integrated with Technoloutions' Slate CRM. At this time, after a chat we have to manually add our LiveChat interaction to a prospect's record.

Pros: I like that LHN is easy to get started, set-up, customize to my multiple brands, allows one agent to service multiple web-sites AND does SMS chat. Plus, their support is really responsive...

Cons: The menus are a little difficult to navigate and find things, it should be a little more intuitive. I typically go through everything until I find the options I need to adjust.

Overall: A customer-pleasing modality to reach our Customer Service Dept.

Pros: I like that I can customize it to blend well with our website. I can easily see if we have guests viewing our website.

Cons: 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.

Pros: It is easy to install, chatting is simple whether on laptop of phone. I am very happy with Livehelp now

Cons: I dont have any cons with the software. I am happy with them and have used it for years for my HVAC company,

Overall: I sell a lot of service and replacement using the live chat

Pros: Easy to see all chats going on, able to train by watching others replies to questions.

Easy to log off other agents who forgot to log off.

Easy to create canned responses for common questions

Cons: Unable to save history to find common questions over time.

The round-robin feature gets stuck going back & forth between 2 agents who might not be at their desk, and doesn't move on to other available agents.

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.

Pros: 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.

Cons: It is complicated to set up initially. There are many articles but they are time consuming to read.

Pros: Ease of use and adaptability with our CRM. It gives customers an easy way to communicate with us how they want to.

Cons: The mobile application needs some upgrades. It can be very lacking with capabilities. It's very basic.

Pros: The ease of use, very easy to navigate with.. Love how we can add candid response helps with quicker chats

Cons: The look of the chat need an update, it hasnt changed since we first started using it.

Needs a new makeover.

Pros: It's best bang for the buck! It has all the features that you may need for small or medium size business and in addition their customer support is awesome! These folks are always there to help you out with the information you need.

Cons: It's limited in all expects, you can't replace this with something like Sales Force's Live Agent. But in this price point its best.

Pros: 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.

Cons: 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.

Overall: It helps in being flexible about working hours and working remotely. The mobility aspect is great. You can respond to queries on the go.

Pros: easyness

Cons: it can have many more features. Like call extentions and so on.

Overall: Just read the transcript, she was very helpful, all my queries were answered in easy manner. Great temperament. good product should be backed by good team as well, and this is that good team. Thanks Bianca.

Pros: 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.

Cons: At this time I dont have any complaints about the services, we've had a great experience and have had no issues.

Pros: It's simple and works well. We like that we can add and take away quickly as business changes. We want to add more features but are a little hesitant because of price. We Have gotten great reviews on the system we use.

Cons: My only con is I wish there were packages and not a la cart for everything.

As we get bigger I can see using chat but at the cost (per user) it may become to pricey. Also on a mobile phone I cannot view the comments. This is a big problem for us.

Pros: Everything about the software is good. User friendly and easy learn. Our costumers are very happy about the service.

Cons: Nothing, we have been using the software since a year now and it's never down and we found a bug with the software and they fixed it in 24hrs WOW.

Overall: We added another service to our clients at the HelpDesk.

Pros: Works well

Overall: Chatted to inquire on the status of our account. Representative was cordial and response and my question was answered.

Recommendations to other buyers: Customer service very response when I had a question

Comments: A LiveHelpNow script had been changed which broke our use of it. Jamie spoke with her developers as we were chatting and had them correct it and re-release it. All while in the chat.

Pros: 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.

Cons: 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.

Overall: 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.

Pros: 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.

Cons: 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.

Pros: That it is very user friendly, easy to chat with customers who have questions. I like that a notification pops when a visitor comes. Defiantly would recommend.

Cons: The door bell noise is loud, and it dings randomly so it can some times be hard to hear while on the phone and a visitor has came.

Pros: Robust software offerings. An advanced system and can report a lot of data. Good product suite if you have an on site web development department with full time staff.

Cons: System proved to be challenging for us to set up. Got inconsistent answers from tech support. No real hands on support. Options can overwhelm small or part time IT department.

Pros: They are always adding valuable features to the offering. It's consistent and steady. I cannot remember anytime where we were offline.

Cons: 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.

Recommendations to other buyers: Try it out and see if it works with your business. Like any other tool out there. It only works if you use it.

Pros: Live Help now is better value for money than others on the market, admin panel is reasonably easy. Instalation on the site was easy.

Cons: customising the look and feel of the chat window could be easier, esp when running more than one website

Pros: The team's quality of customer support, speed, and care. How reliable the development team is with checking and helping with scripts. How easy it is to test and assign agents to different departments.

Cons: There is not much to dislike about this platform; they are fairly priced and move fast-paced to continue making improvements to their Admin view. They take customer feedback seriously and are a very friendly team

Overall: The ability to track chats and timing of initiated chats through the analytics and reporting that's easy to use.

Pros: 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

Cons: It is little bit difficult to apply roles to each agent. The canned answers could be setup easier it will hep a lot.

Overall: 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

Pros: My organization uses the live chat software, it is easy to set up and very user-friendly without requiring you to have an in-depth technical understanding.

Cons: They should come with Admin licenses so I don't have to pay for 1 license per account I am managing.

Pros: It's SO easy to use. Allows our customers easy access for help with issues that need to be resolved immediately. Love that customers can get on and just get help whenever.

Cons: Sometimes a good old fashioned phone call is quicker, but if that's all I am complaining about means it's a good product.