LiveHelpNow

LiveHelpNow

Help desk and live chat solution for customer service

4.6/5 (68 avis)

LiveHelpNow - Présentation

LiveHelpNow is a live chat, help desk and customer support solution that offers all the typical features of a help desk app, plus more. The live chat features of the application give users insight into customer behavior and intent, with real-time visitor monitoring, individual customer information feeds and social media insights.

This data can be used to tailor the kind of chat offered to customers and to display promotional ads. Agents can transfer files as they chat and tag chats for later review. Users can generate chat transcripts for customers and chat history for agents. Chat history and reports, customizable surveys and performance analytics further help to better understand customers.

Aside from live chat and customer engagement, LiveHelpNow also helps streamline email and ticket management with the ability to convert emails and Twitter mentions to tickets, ticket log filtering and search, ticket status updates, canned responses, ticket transcripts and more.

Businesses can further improve their customer service and free up agent time by publishing an SEO-friendly, fully searchable knowledge base, and can also create private articles for internal use and training documentation for best practices.

The call management features of LiveHelpNow allow businesses to offer 24/7 contact with customizable call-back forms, notifications, call logs and a digital voice mail service. Agents can look up a customer's entire call history and use filters to find specific information.

Prix

À partir de
21,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Canada, États-Unis

Langues

anglais

LiveHelpNow - Avis

Note globale
4.6/5
94% d'avis positifs
46
Excellent
18
Très bien
3
Moyen
1
Médiocre
0
Horrible
Mark W.
Traduire avec Google Translate

Best economical chat app in the market

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 31/01/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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

Réponse de LiveHelpNow

Hello Mark,
Thank you so much for the kind feedback!
A few months back we released an embedded chat window, which no longer presents chat as a popup window which your account is currently using but rather as an overlay within your website giving you literally unlimited options in customization.
Hope you will check it out in Admin Panel>Chat system->Installation>Embedded
Again,
thank you for being a loyal client! Much appreciated!
LiveHelpNow team

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

John C.
Traduire avec Google Translate

Large call center, life saver

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 15/06/2018
Provenance de l'avis : Capterra

Multi brand support with ease

Avantages

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

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
David H.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/06/2018
Provenance de l'avis : Capterra

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

Avantages

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

Inconvénients

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

Réponse de LiveHelpNow

Hello David,
Thank you for your review!
Just a quick note that our newest app is available in the Mac App Store:
https://itunes.apple.com/us/app/livehelpnow/id684840931?mt=12
Thank you,
LiveHelpNow crew

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Bac D.
Traduire avec Google Translate

Great resource for online chatting with customers!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 14/06/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Sam Y.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 15/06/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

LiveHelpNow - Prix

À partir de
21,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Monthly Plan:

Live Chat: $ 21.00*
Email-Ticket Management: $ 21.00*
Knowledge Base: $ 21.00*
Call Management: $ 9.00*

More than 3 products = 30% reduction = $ 50.40* for all 4 modules

*Per agent

LiveHelpNow - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des billets
  • Historique des contacts
  • Intégration CRM
  • Intégration de tiers
  • Messagerie instantanée
  • Notifications automatiques
  • Rapports et statistiques
  • Surveillance en temps réel

  • Gestion des flux de travail
  • Hiérarchisation
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Monitoring
  • Stratégie de marque personnalisable
  • Tableau de bord d'activités

Plus d'informations sur LiveHelpNow

LiveHelpNow - Principales fonctionnalités

  • @mentions
  • API
  • Access control
  • Alerts / escalation
  • Automatic lead distribution
  • Automatic notifications
  • Behavior tracking
  • Best practices repository
  • CRM integration
  • Call recording
  • Callback scheduling
  • Capture call back requests
  • Categorization
  • Chat
  • Chat transcript
  • Client portal
  • Contact history
  • Conversion tracking
  • Create customizable surveys
  • Create promotional ads
  • Custom forms
  • Custom information feed
  • Customer database
  • Customer experience management
  • Customer service analytics
  • Customizable surveys
  • Customizable templates
  • Data import/export
  • Dynamic FAQ
  • Email templates
  • Employee management
  • Employee onboarding
  • Employee profile
  • Engagement analytics
  • Escalation management
  • Event triggered actions
  • Export chat history & all other reports
  • Exportable ticket transcripts
  • Feedback collection
  • Feedback management
  • File transfer
  • Filtered views
  • Follow-up scheduling
  • Full email & ticket management
  • HIPAA compliance
  • Help desk integration
  • Hot leads & customer lists
  • Inbox management
  • Instant language translation
  • Instant messaging
  • Knowledge base publication
  • Lead capture
  • Lead distribution
  • Lead generation
  • Macros
  • Mobile integration
  • Monitor agent performance
  • Multi-channel communication
  • Multi-channel management
  • Multi-channel marketing
  • Multi-language
  • PCI DSS compliance
  • Performance reports
  • Permission management
  • Productivity reporting
  • Project time tracking
  • Promotions management
  • Ratings & reviews
  • Real time monitoring
  • Real time notifications
  • Realtime visitor monitoring
  • Receiving
  • Record call logs
  • Reporting & statistics
  • Reporting and analytics
  • Request assignment
  • Role-based permissions
  • SMS integration
  • Search functionality
  • Self-service portal
  • Social insights
  • Social media metrics
  • Social network marketing
  • Support ticket tracking
  • Survey management
  • Surveys & feedback
  • Tagging
  • Third party integration
  • Ticket management
  • Ticket status updates
  • Training documentation & best practices
  • Training management
  • Trouble ticketing
  • Visitor action triggers
  • Visitor tracking
  • Voice mail

Avantages

  • Eventing API: A customizable API that lets users subscribe and receive specific customer data that has been defined.

  • Visitor Triggers: Notify agents in real-time when customers perform certain actions such as completing forms. Send out custom chat invitations and automate custom scripts for presenting special offers.

  • Lead Management: Create a list of hot leads for those visitors who almost made a purchase.

  • Billboard Ads: Create custom promotional ads and display them to the visitors as chats are occurring.

  • Email & Ticket Management: Create webforms with customizable fields, convert emails and Twitter mentions into tickets, filter and search tickets, add ticket stauses, send canned responses and more.

  • SEO Knowledge Base: Create a searchable and SEO friendly knowledge base with articles that include images, documents and video. Let customers rate articles and give feedback.

  • Call Management: Let customers fill out customizable call back forms and get instant notifications. Record calls and search and filter historical call logs. Set up a digital answering machine.

  • LiveHelpNow - FAQ

    Voici quelques-unes des questions fréquentes sur LiveHelpNow.

    Q. Quels sont les types de licence disponibles pour LiveHelpNow ?

    Types de licences disponibles pour LiveHelpNow :

    À partir de: 21,00 $US/mois

    Type de licence: Abonnement

    version d'essai gratuite: Disponible

    Monthly Plan:

    Live Chat: $ 21.00*
    Email-Ticket Management: $ 21.00*
    Knowledge Base: $ 21.00*
    Call Management: $ 9.00*

    More than 3 products = 30% reduction = $ 50.40* for all 4 modules

    *Per agent

    Q. Quelles sont les principales fonctionnalités du logiciel LiveHelpNow ?

    Fonctionnalités du logiciel LiveHelpNow :

    • @mentions
    • API
    • Access control
    • Alerts / escalation
    • Automatic lead distribution
    • Automatic notifications
    • Behavior tracking
    • Best practices repository
    • CRM integration
    • Call recording
    • Callback scheduling
    • Capture call back requests
    • Categorization
    • Chat
    • Chat transcript
    • Client portal
    • Contact history
    • Conversion tracking
    • Create customizable surveys
    • Create promotional ads
    • Custom forms
    • Custom information feed
    • Customer database
    • Customer experience management
    • Customer service analytics
    • Customizable surveys
    • Customizable templates
    • Data import/export
    • Dynamic FAQ
    • Email templates
    • Employee management
    • Employee onboarding
    • Employee profile
    • Engagement analytics
    • Escalation management
    • Event triggered actions
    • Export chat history & all other reports
    • Exportable ticket transcripts
    • Feedback collection
    • Feedback management
    • File transfer
    • Filtered views
    • Follow-up scheduling
    • Full email & ticket management
    • HIPAA compliance
    • Help desk integration
    • Hot leads & customer lists
    • Inbox management
    • Instant language translation
    • Instant messaging
    • Knowledge base publication
    • Lead capture
    • Lead distribution
    • Lead generation
    • Macros
    • Mobile integration
    • Monitor agent performance
    • Multi-channel communication
    • Multi-channel management
    • Multi-channel marketing
    • Multi-language
    • PCI DSS compliance
    • Performance reports
    • Permission management
    • Productivity reporting
    • Project time tracking
    • Promotions management
    • Ratings & reviews
    • Real time monitoring
    • Real time notifications
    • Realtime visitor monitoring
    • Receiving
    • Record call logs
    • Reporting & statistics
    • Reporting and analytics
    • Request assignment
    • Role-based permissions
    • SMS integration
    • Search functionality
    • Self-service portal
    • Social insights
    • Social media metrics
    • Social network marketing
    • Support ticket tracking
    • Survey management
    • Surveys & feedback
    • Tagging
    • Third party integration
    • Ticket management
    • Ticket status updates
    • Training documentation & best practices
    • Training management
    • Trouble ticketing
    • Visitor action triggers
    • Visitor tracking
    • Voice mail

    Q. Qui utilise LiveHelpNow ?

    Utilisateurs habituels du logiciel LiveHelpNow :

    Entreprises de taille moyenne, PME

    Q. Dans quelles langues LiveHelpNow est-il disponible ?

    Langues dans lesquelles LiveHelpNow est disponible :

    anglais

    Q. Quels sont les types de licence disponibles pour LiveHelpNow ?

    Types de licences disponibles pour LiveHelpNow:

    Abonnement

    Q. LiveHelpNow prend-il en charge les appareils mobiles ?

    Appareils pris en charge par LiveHelpNow :

    Android, iPhone

    Q. Avec quelles applications LiveHelpNow peut-il s'intégrer ?

    Applications s'intégrant à LiveHelpNow :

    Agile CRM, Capsule, GetResponse, HubSpot CRM, HubSpot Marketing, Mailchimp, PipelineDeals, Twitter, Wordpress, Wordpress

    Q. Quelles sont les ressources d'aide disponibles pour LiveHelpNow ?

    Ressources d'aide disponibles pour LiveHelpNow :

    Base de connaissances, Support en ligne, Support téléphonique

    Logiciels les + demandés