LiveHelpNow Suite

LiveHelpNow Suite

by LiveHelpNow

Who Uses LiveHelpNow Suite?

Companies that wish to engage visitors on their website to improve customer satisfaction, loyalty, lead generation and online sales. LiveHelpNow scales to any size business from startup to enterprise.

What Is LiveHelpNow Suite?

Leader and innovator in Help Desk Space. #1 Live Chat Software 8 years in a row by Business.com. LiveHelpNow is a customer messaging and engagement platform with a huge variety of features: Live Chat with SMS Text integration, Support Ticket Email Management, Knowledge Base, Call management and Facebook messenger integration connecting your company with customers in real time.

LiveHelpNow Suite Details

LiveHelpNow

http://www.livehelpnow.net

Founded 2003

LiveHelpNow Suite Pricing Overview

LiveHelpNow Suite does not have a free version but does offer a free trial. LiveHelpNow Suite paid version starts at US$19.00/month.

Starting Price

US$19.00/month

Free Version

No

Free Trial

Yes

Deployment

Installed - Mac

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

LiveHelpNow Suite Features

Customer Service Software
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking

LiveHelpNow Suite Reviews

Showing 5 of 69 reviews

Overall
4.6/5
Ease of Use
4.6/5
Customer Service
4.7/5
Features
4.6/5
Value for Money
4.7/5
David H.
Small Business Owner
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 18/06/2018

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

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

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

Vendor Response

by LiveHelpNow on 09/04/2019

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

  • Reviewer Source 
  • Reviewed on 18/06/2018
Mark W.
IT
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 31/01/2018

"Best economical chat app in the market"

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.

Vendor Response

by LiveHelpNow on 01/02/2018

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

  • Reviewer Source 
  • Reviewed on 31/01/2018
Verified Reviewer
Digital Marketing Coordinator
Information Technology & Services, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    2/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    4/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 03/05/2019

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

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.

Vendor Response

by LiveHelpNow on 06/05/2019

Very sorry to hear such a low opinion on the LiveHelpNow suite.
Not sure if you tested the platform fully.
We would be happy to schedule a full private demo.
We do have a very sophisticate Chat Bot:
https://www.livehelpnow.net/live-help-bot
We also offer state-of-the-art integration with SalesForce and tens of other CRM systems.
LiveHelpNow has always been an innovator in the help desk space with many features we are holding a patent for such as Whisper technology.
Here are just some of the features that differentiate LiveHelpNow from other help desk platforms:
Accept chat over SMS (customers can text for support!)
Secure forms (transmit highly confidential information such as credit cards, PHI info, order info) right within chat or email!
Omnichannel. Integrated Chat, SMS, Ticket, Call and Knowledge management (provide customers with all channels of support from one system)!
Chat Bot, Instant Language translation,Auto tagging, and more.
Is it possible you missed those?

  • Reviewer Source 
  • Reviewed on 03/05/2019
John C.
CTO
Consumer Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 15/06/2018

"Large call center, life saver"

Comments: Multi brand support with ease

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.

  • Reviewer Source 
  • Reviewed on 15/06/2018
Bac D.
Technical Manager
Consumer Goods, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/06/2018

"Great resource for online chatting with customers!"

Comments: 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 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.

  • Reviewer Source 
  • Reviewed on 14/06/2018