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CHAT SUPPORT SUITE

Real-time support solution that’s super fast and oh so reliable.

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HELP DESK SUITE

Our flexible ticketing platform is a cinch to use for any agent.

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FAQ BUILDER

Speed up all your support processes with integrated FAQ pages.

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DON'T WAIT...


DON'T WAIT FOR RESULTS

Captivate customers and outshine competitors with our easy to use, hard to
resist customer service suite.

Our FAQ dashboard lets customer service agents answer tough questions fast.

Learn more now Try Free for 30 Days


DON'T WAIT FOR HELP

The most innovative live chat suite with numerous patents in the space such as
Whisper Technology offering real-time monitoring and coaching of agents.

Our Auto Translator gives agents the power to speak any language instantly.

Learn more now Try Free for 30 Days


DON'T WAIT FOR INNOVATION

The most innovative live chat suite with numerous patents in the space such as
Whisper Technology offering real-time monitoring and coaching of agents.

Our Auto Translator gives agents the power to speak any language instantly.

Learn more now Try Free for 30 Days


Looking for a way to improve your call center efficiency? Check out Live Help
Bot


YOUR CUSTOMERS NEED HELP. RIGHT NOW.

There’s work to be done. Our tools make it easy. So quit just standing there.
Time waits for no one.

CHAT / SMS

Getting real-time help is easier than you think. Get on with it.

Learn more now

SUPPORT TICKET

Fast, flexible, foolproof, multi-brand ticketing support platform.

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FAQ / SELF SERVICE KB

Life is short. Don’t waste time solving the same problems twice.

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FEATURES SPOTLIGHT

Some important features worth mentioning.

SMS SUPPORT
SUPPORTING CUSTOMERS WHO LIKE TO TEXT

Offer your customers ability to text for help today!

View now

AUTO-TAGGING
OF INQUIRIES

Automatically tag all chat and email inquiries via intelligent automation.
Customer service trends at your fingertips

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INCREDIBLE UI/UX


Completely customizable UI, literally!

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See prices now


Pssst... We offer custom fit help desk solutions for any kind of client.


THIS PERSON GETS IT.

“LiveHelpNow provides many features that our former chat system didn't have.
Making ourselves accessible in more than just one way has really increased our
level of customer service. The ability for students to create tickets when we
are offline is a big plus as well. Also, the FAQ Dashboard serves as a great
resource for frequently asked questions we receive. Most importantly, I love the
customer service that the company provides. There's never been a time when my
questions were not answered.”

- Phong Yang, Counselor, California State University, Fresno


More people who get it


WE THOUGHT OF EVERYTHING.

Our tools work seamlessly with your favorite plug-ins and platforms.
Yep, you’re running out of excuses.

Webhooks



See for yourself


HELPSQUAD

Is your customer service team overwhelmed or your Social Media strategy
foundering?


LiveHelpNow partnered with HelpSquad to offer live chat sales and support teams
for your business


24/7 Live Chat Coverage: Cost-effective pricing means you can use HelpSquad's
highly trained and efficient live chat agents as an extension of your brand.


Your own knowledge base: HelpSquad will analyze your product and brand to create
professional messaging guidelines and content that suits your business tone and
objectives


Analytics: HelpSquad loves analytics so that you don’t have to. HelpSquad offers
you easy-to-understand site data from Google Analytics, SEO updates, customer
intelligence and heatmap reports.

Check out HelpSquad today


LIVEHELPNOW CHALLENGE

Wouldn’t you like to receive monthly feedback on the quality and quantity of
your customer service with exact instructions on how to improve it? Now you can
use gamification to do just that — with no added cost or work.

The LiveHelpNow Challenge compiles and pushes your real-world customer service
results and feedback to your dashboard daily.

Each month the Challenge ranks the top 100 companies providing excellent
customer service. If your company ranks from a field of more than 10,000, you
get bragging rights.

Our agent challenge grades individual agents based on the same metrics so you
can recognize the superstars on your team – and find out who needs more
training.

Learn more



OMNICHANNEL

Believe it or not, live chat doesn’t have to be limited to a pop-up window on
your website. Our software’s versatility will allow you to communicate with your
customers across multiple mediums. If your prospects are on-the-go, they can
chat with you via SMS/text message right from their mobile device. When they’re
at the office, email might be the easiest way for your clients to reach you.
You’ll be happy to know that our system will instantly convert your received
emails into support tickets but that’s not all. LiveHelpNow software will open
up additional avenues of communication via your customers’ favorite social media
channels. That’s right! Your team will even be able to field direct message
inquiries from Facebook and Twitter.


CALL CENTER FUNCTIONALITY

LiveHelpNow’s help desk software is perfect for call centers of all sizes. Even
if your call center represents more than one brand, there is no limit to the
coverage our platform can provide. Your team will have the ability to create and
customize unlimited chat portals, workflows, and supporting content all unique
for each brand your call center supports.

LiveHelpNow also provides intelligent skills-based routing so that incoming
chats are assigned to the most suitable agents. Features like agent monitoring
and whisper technology (US Patents Nos. 9,178,950 and 9,584,375) will allow
supervisors to easily train and coach their staff in real-time. You won’t have
to worry about hiring bilingual representatives either. LiveHelpNow’s
cutting-edge software will give your operators the ability to instantly
translate messages into any language.

And don’t forget our real-time sentiment analysis. Our live chat system
automatically monitors all conversations with an algorithm that has been
formulated to count the number of positive and negative words exchanged between
the operator and the customer. Your staff will be notified via email of any
negative sentiment chats so your supervisors can immediately rectify even
vaguely unpleasant exchanges. No customer left behind ever again!

Need to assign special permissions to selected agents? Like running reports,
changing knowledge base or canned response content, deleting data or managing
other agents? No problem! LiveHelpNow offers vast user permission structure!


INTELLIGENT BOTS

Looking to increase the size of your team without actually having to increase
the size of your team? Our intelligent chatbots can handle your support staffs’
frequently asked questions and offer solutions to common issues. This will
enable your representatives will be able to focus on the complex customer
inquiries that require the most attention. The best part is that the reduced
chat load will make it feel like your staff has doubled, but for a fraction of
the cost.

How do our chatbots do it? Canned responses, that’s how! A canned response is a
predetermined response to a frequently asked question. You can compose canned
responses on any topic. For example, you can develop pre-written feedback for
product and service descriptions, customer greetings, return policies, business
hours, locations, and more!

Still feeling skeptical? We already have a long list of clients that have
benefited from the magic of our Intelligent Chat Bots. Check Mate Gaming was
fielding upwards of 5,000 chats per day before they implemented our intelligent
bot. LiveHelpNow's automated chat bot service reduced their online
representatives conversations to 1,500 per day. And, guess what? Higher
efficiency won't even be your biggest win. With LiveHelpNow’s chatbot, you are
guaranteed to see an increase in leads, sales, and customer satisfaction.


TARGETED ENGAGEMENTS

Take control of the experience your customers have on your website with Targeted
Engagements. Targeted Engagements (a.k.a visitor triggers and automations) will
allow you to interact with your online visitors in a way that will have the
strongest impact. Our system will assess users’ attributes, so you will have the
opportunity to appeal directly to their interests.

These engagements can come in the form of chat invitations, banner
announcements, coupons, or special offers. The best part is that the nature of
the content can be pre-determined by you and your staff. Your LiveHelpNow
dashboard will contain an extensive list of pre-chat conditions for which you
can create custom, targeted messages. The visitor trigger settings will then
allow you to pre-plan the interactions that will display intuitively when your
customers exhibit certain behaviors. For instance, a shopper that has taken a
long pause on the shopping cart page may receive an automatic chat message that
encourages purchase completion. This particular visitor may be presented with a
10% off promo code or offered navigational assistance.

Targeted engagements can even be optimized to route your customers to the
appropriate department. Visitors can be routed to certain representatives based
on the webpage where they started their chat or by the details collected at the
start of the chat. If you’d prefer, settings can also be configured so users can
choose the department they speak with.


SURVEYS

The best sales relationships are a direct result of an open dialogue between the
customer and the seller. Case and point: You won’t know what your clients’ needs
are unless you ask them. LiveHelpNow’s Pre-Chat and Post-Chat(Support Ticket)
Surveys will help your team identify what they are doing wrong, and more
importantly, what they are doing right! Then you can utilize any collected
insights and consumer feedback to optimize your customer service plan.

Customizable surveys won’t just gauge your customers’ overall experience. They
will also help to determine best practices, score the quality of your support,
identify top performers, and rate your website’s usability. In addition,
LiveHelpNow software also has the capability to track CSAT scores for email, SMS
and social media communications. No matter the medium, all survey results will
appear in your dashboard in real-time. Don’t like the 1-5 scale, and need Net
Promoter Score (NPS) no problem!


AUTOMATED TAGGING

Want to get to know your online customers on a more personal level? Automated
Tagging will add an extra layer of meaning to the data already captured. This
will enable your staff will gain in-depth insight into your consumers’ needs.

So, how does it work? Your LiveHelpNow helpdesk console will give your staff the
ability to create tags and associate keywords with those tags. When a particular
topic is identified by the software, the chat session or email support ticket
will automatically be categorized with the appropriate label. Categorization can
also be done manually by your staff. They will even be able to create
color-coded tags so that trending customer service issues and questions can be
quickly and easily identified.

In addition, frequent client inquiries regarding certain products or policies
can reveal pain points and allow you to make the appropriate improvements.
Tagged chat sessions and email support tickets aren’t just about identifying
common complaints either. During interactions, clients may also make suggestions
and mention features they would like to see in the future. The gathered
information can then serve as a resource for new service and product ideas.


CONVERSION TRACKING

LiveHelpNow’s Conversion Tracking Tool will show you the outcome of every
interaction and the catalyst for every conversion. Take the guesswork out of
determining which marketing campaigns have the most impact. Know exactly which
agents are your top performers. Not only will the software provide you with
critical statistics and insights into visitor behavior, but it will also show
you exactly how your leads are turning into sales.

Obviously, the #1 benefit associated with conversion tracking is the ability to
monitor successful sales transactions. What manager wouldn’t love that the best
sales methods can be easily pinpointed and turned into best practices? However,
your staff will also have the ability to run conversion reports that identify
traffic trends and highlight helpful feedback. With these tools you will be able
to evaluate how well your website performs in terms of free trial sign-ups,
newsletter registrations, video views, and more! The best part is that
installing LiveHelpNow conversion tracking on your website is totally
hassle-free. No code, programming, or webmaster required.


ENTERPRISE REPORTING

LiveHelpNow software also includes our state-of-the-art Enterprise Reporting.
Our system is capable of generating reports on a wide range of variables
including agent performance, website efficiency, visitor traffic, survey
results, lead trends, inquiries by tag, and more! Below we have highlighted what
we feel are some, but not all of our most useful reports.



TAG STATISTICS REPORTS



Want to start learning more about your client base? Our chat and support ticket
tag statistics reports will give you an in-depth look at your business’s
customer service trends. LiveHelpNow customer service system automatically tags
chats and support tickets to associate them with certain topics and customer
behaviors. Once your interactions are tagged, you will be able to generate
reports that will allow you to view conversations organized by category. These
reports are also interactive. So the days of wading through your entire
communication history for valuable consumer insights are over. With a simple
click you will be able to view the transcripts associated with each tag.



SURVEY STATISTICS REPORTS



Customer satisfaction surveys are one of the most important tools included with
our live chat and support ticket systems. Not just because they have the
capability to gauge the quality of your teams’ support in real-time, across
multiple communication channels (i.e. website live chat, text messaging, email,
social media interactions), but also because the information collected from
post-inquiry surveys can be sorted into agent and rating specific reports. These
reports are interactive as well, so any negative survey results can be
pinpointed quickly and easily to the actual conversion between an agent and the
customer! This allows your staff will be able to immediately review and resolve
any issues. In addition, management will be able to determine which agents
handled negative interactions and what specifically went wrong within each
conversation.



CONVERSION REPORTS



LiveHelpNow conversion reports will allow you to track which chat or email lead
your customers to complete pre-established goals. Objectives don’t have to be
just monetary either. Our reports can track any “goal” from free meeting
sign-ups to video views and social media likes. The platform will also allow you
to comb through chat transcripts and email inquiries and determine which
interactions and marketing campaigns were met with the most success.



CHAT SENTIMENT ANALYSIS REPORTS



If a customer fails to fill out a post-chat survey, that doesn’t mean that
LiveHelpNow software won’t be able to alert you when a customer has had a
lackluster experience. Chat Sentiment Reports will give your team an opportunity
to pander to customers that otherwise may have fallen through the cracks. For
example, maybe a customer isn’t completely happy with your service but chooses
to forgo voicing their complaints to management. LiveHelpNow software is
designed to hone in on any negative interactions within a chat. It then logs the
incident into the system automatically. Not only will you be immediately
notified of unfavorable exchanges, but you will also be able to run Sentiment
Analysis Reports to pinpoint problem representatives and areas where your
customer service needs improvement.


SECURITY & ENCRYPTION

One of the worst disasters a company can face is a data breach. No brand wants
to develop a reputation for putting their customers' personal information at
risk. That’s why LiveHelpNow has developed advanced security features that now
serve as a cornerstone of our software.

Until LiveHelpNow introduced the world to Secure Forms, it was impossible for
businesses to collect confidential customer data via live chat or email. Our PCI
and HIPAA compliant platform will give your staff the ability to safely gather
sensitive personal, financial, and health information across these online
communication channels. Finally, your company can easily receive loan
applications, medical records, credit card information, and more. All worry
free!

We know what you’re thinking. All of that data has to get stored somewhere,
right? Don’t sweat it. We thought of that too. LiveHelpNow help desk platform
also has a purge schedule feature. If you don’t want us to host the data you’ve
collected, you can have all transcripts, emails, forms, and any other customer
data sent to a secure location of your choice. Then LiveHelpNow can be setup to
automatically wipe any trace of the information from its system. Imagine
SnapChat for customer service! Data disappears as soon as the conversion is
concluded!

We have even given our clients the ability to limit access to their LiveHelpNow
account with IP Whitelisting. For extra security you can configure your helpdesk
account to only be accessible by certain IP addresses. If you only want your
staff to have access to the program at the office, you can restrict log-ins from
other networks.

You are in good company! LiveHelpNow is trusted by US Navy, US Army, US Coast
Guard, Barracuda Networks, and Micron among other Fortune 100 and 500 companies
which wouldn't take anything less than stellar security standards provided by
LiveHelpNow help desk system.


CUTTING EDGE TECHNOLOGY

With our software, your team will always remain at the forefront of the customer
service industry’s latest technological advancements. LiveHelpNow’s developers
are constantly making updates and developing new features. More importantly, we
have a reputation for delivering innovations to our clients in record time. We
are always ready and listening to our users!

In addition, LiveHelpNow is the only help desk platform on the market to offer
Embedded Windows that do not use IFrames! To put it simply, you will be able to
offer your customers the most valuable experience without compromising your
website’s branding. You can turn an embedded window into a searchable directory
of your knowledge-base articles or you can completely re-design your live chat
window to match your company’s color scheme. The sky is the limit!


WAITING IS FOR LOBBIES AND BUS STOPS.


Try Free for 30 Days


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Copyright © 2010 - 2022 LiveHelpNow ® LLC. All Rights Reserved. US Patents Nos.
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