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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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: 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: 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: They are up and coming and always creating new features. Great for a company that is looking to stay on the cutting edge of what they can offer their customers.

Cons: As with any sort of technology, especially one that is relatively new, getting I perfectly right for your particular company can take time. With that being said, their service is top notch in the process.

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: 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: 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: 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: the features, very good, the agent was very helpful
I would like the survey to be shorter
keep up the good work

Cons: we need an IN-APP AND IN-WEBSITE white label chat feature, that I understand is still in beta.

Recommendations to other buyers: more integrations, like phone system integration so when you are chatting your phone automatically does not ring or viceversa

Cons: When the Main Operator Panel is on the screen, you do not receive a reply alert..

The personal image on the individual chats, it would be nice to choose from different chat window layouts.

Overall: Jaime was a great, knowledgeable and helpful! I had a question about the alerter software and the color key for chats.

Comments: We've used a few different chat software companies over the last few years but LiveHelpNow has fit in the best. They have all the integrations we need and their pricing doesn't break our bank. Additionally, they have a new offering that we are going to start using in the next few weeks. We are super busy and end up missing our chats sometimes. The new feature should eliminate that and I'm excited to get going. I can redirect some of my staff away from chats and into other areas because we will have a dedicated support team managing our chats for us. The new offering is called HelpSquad. I'll review again in a few weeks.

Comments: I'm on day one of the trial and approached this with some in trepidation. I¿ve tested 5 other live chat systems for our website and frankly, they all sucked.

In spite of 29 days of free use still ahead of me, I¿m subscribing and paying now. I know I¿ve found exactly what we need to engage our customers¿ needs.

Setup is a breeze - I didn¿t read a thing, but I did aggressively use the chat feature with LiveHelpNow agents. The support is not only terrific, but I have not once had to wait even 30 seconds for an agent. So here¿s a shout out for Michael, Ben, Bianca and Brian. Thanks for making my day!

Pros: 1. Ease and Simplicity is just way too good.
2. Very Good Support.
3. UX is Nice. Very good for first time people .

Cons: 1. Adding more channel for support would be a good idea.
2. More graphic and emoji will be definitely a good idea

Comments: I am trying to see what chat program will fit all of our service needs and I have lots of questions. when I clicked "Chat" I got a free preview of just what I would be offering my customers on my site and a very knowledgeable support person. I am feeling very confident taking Live Help Now to my boss for consideration. I feel it will be a great tool in reaching my customers since with my business there are usually a lot of questions.

Comments: I've been using LiveHelpNow's live chat feature for more than a year. And I've found that it works very, very well. Their support techs are extraordinarily helpful if any issues do arise.

I did a lot of research into competing products before signing on with LiveHelpNow.

And I have zero regrets.

It is an excellent product at a very reasonable price.

Pros: It is really easy to use. Visitors to our website can reach out to our support team and get a quick response to their questions.

Cons: Software is great, we need to do some fine tuning on our end to make sure that we are using the product most effectively.

Overall: We can answer questions from visitors to our website and not miss the opportunity to provide support.

Comments: Great service quick turn around time with support with using add on. We have been using Live Chat for over 8 month, this has help determine our business needs and locations of our customers

Comments: Bianca was able to point me in the right direction to correct a typing error in our email response when requesting a copy of the transcript. Excellent customer service and able to help right away.

Comments: customer service agent is great. Always helps me a ton. I appreciate your software a ton! You are inoperative and this is the 2nd time I have used your software and I love it!

Comments: We have used LHN now for over 1 year and we are absolutely satisfied with the product. Its ease of use and exceptional CS staff makes it a hands down winner.

Comments: I had the pleasure of speaking with Bianca and she was most helpful in providing me clear direction to the items I was looking for. It was greatly appreciated!

Comments: Jamie was very fast to respond to my questions and had sound knowledge of the service. She was professional, polite and to the point. Thank you

Comments: Helpful and quick responses. One of the customer representative helped me straight away without me have to re-explain myself from a previous live chat.

Comments: Bianca was helpful with my inquiries, great agent.! Please keep that support. @@@@@@@@@@@@@@@@@@@@@@@@@@@@

Comments: whenever I chat with christina she always answers my questions quickly and she really knows her stuff.