LiveHelpNow

Enhanced Customer Connection

Commenti: Overall you have been a great experience being able connect with the customers more efficiently and in a timely fashion. And also having the customers being able to connect with ease

Aspetti positivi:

User Friendly and easy to install. Comes with a ton a of great features and tools that helps guide you to provide the best customer service experience possible. Being able to connect with customers on the go is golden. And its all back up with excellent customer support

Aspetti negativi:

Would like to have seen more chat window layouts, graphics and emojis. Problems with receiving reply alerts when the Main Operator Panel is on the screen.

It has been good, but i have recently noticed less down time with the program than before.

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

Aspetti positivi:

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

Aspetti negativi:

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

Basic chat client, affordable price, but a lot to be desired

Aspetti positivi:

Very affordable solution if you are just looking for the basics in a chat client.

Aspetti negativi:

Platform seems out of date both in regards to UI and features offered.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 Admin Panel/UI is clunky, out-of-date and not intuitive.

Easy to customize to suit your needs!

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

User friendly and a good quality software

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

Aspetti positivi:

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.

Aspetti negativi:

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.

LiveHelpNow works great, always getting better

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

Aspetti positivi:

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.

Aspetti negativi:

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

It is good experience

Commenti: 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

Aspetti positivi:

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

Aspetti negativi:

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

Great stand-alone Chat platform

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

Aspetti positivi:

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...

Aspetti negativi:

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.

Great integration

Commenti: Livehelpnow is a very good easy to implement web based tool.

Aspetti positivi:

Integrates well with code on your web pages. Simple to implement and set up workflow. Interface is easy.

Aspetti negativi:

Mobile response to a customer inquiry was a little quirky. Was hard to navigate and respond to requests.

Great Product!

Aspetti positivi:

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

Aspetti negativi:

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

Best economical chat app in the market

Aspetti positivi:

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.

Aspetti negativi:

Wish, the welcome chat window was visually customizable similar to modern chat system. Currently it only allows me to choose one option.

one of the best customer service i ever experience

Commenti: it was a little confusing with the triggers but jared brown got it down for me the way it set up and that it give a example of it

Aspetti positivi:

i like the trigger and the advise to help on it and the customers service they have is on point especially jared brown has one the best customers service and knowledge he shared a lot of it im using the chat feature and im still going to go through it to use what else they do that i need jared brown keep up the customers service

Aspetti negativi:

nothing really so far im new at this and going to keep on going

Clunky, but good for the price.

Aspetti positivi:

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.

Aspetti negativi:

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

LiveHelpNow was very easy to integrate into our website as a live chat feature.

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Large call center, life saver

Commenti: Multi brand support with ease

Aspetti positivi:

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

Aspetti negativi:

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.

Great resource for online chatting with customers!

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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

Aspetti negativi:

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

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

Commenti: 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...

Aspetti positivi:

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...

Aspetti negativi:

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...

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

Aspetti positivi:

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.

Aspetti negativi:

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

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

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

Aspetti positivi:

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.

Aspetti negativi:

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.

We use LiveHelpNow to allow our clients to chat with us from our website. It works very well.

Aspetti positivi:

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

Aspetti negativi:

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.

Great product, excellent customer service.

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

Aspetti positivi:

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

Aspetti negativi:

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.

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Software is easy to learn

Aspetti positivi:

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.

Aspetti negativi:

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.