LiveHelpNow Reviews: 4.3/5 — Solid Choice

LiveHelpNow offers our customer support staff all the tools they need to talk to our customers via eMail, Live Chat, or Call Requests. The ability to reach a customer wherever the may be trying to contact us is one of the best features. I love how we get data on what pages the customer is viewing to help direct our support, and the ability to tag and automate tickets and chats based on rules. One of my favorite features was the SMS text messaging chat ability, and now the Facebook integration.

The only true problem I have with LiveHelpNow is that it is based on Internet Explorer, which is more a personal gripe than a defect of the system. The download of attachments is a little clunky, as is uploading attachments to a customer ticket. The mobile app is also lacking and crashes a lot.

We are able to reach our customers on every device, and everywhere they are. We no longer have to be tied to one device either, as we can run LiveHelp mobile, web or desktop. We are able to get customers answers faster than a phone call in some cases, and provide self help methods for repeat questions. We see more conversions because customers are able to connect with us and get help quickly.

Very easy to use and administer. The interface is very user friendly.

I have not found anything that I do not like so far.

We are able to chat with customers that may not want to use the phone to call us.

1) Ability to allow customers to text the store’s landline telephone number; 2) Existance of an app to use the service on the go, no matter where you are; 3) Service ensure you capture the customer by allowing a customer to chat or text you any time.

App needs to have a chime each time a customer responds to your chat or message. Right now, you are notified only when a chat is started by a customer. After that first chime, you have to keep checking to see if the customer replies.

By allowing customers to have immediate access to us and allow them to text or chat us any time, we have a higher ability to capture the customer and stop a competitor from acquiring the customer. We have a young customer base and the ability to text us is key. We build a relationship via text with the customer before he or she even walks in the store.

True omnichannel call center system. Ability to respond to live chat, SMS, facebook, twitter, email and whatever other channel customer uses is simply priceless.

I would like more themes added to the operator console to make it more fun.

To be able to use one customer support system to respond to customer service requests on virtually any channel.

Simple, easy to use, with Great support

The UI is a bit clunky, and the reports have some bugs

We are able to stay connected with our customers via chat and callback. The reports, although in need of some work, also provide valuable statistical data about our website traffic and usage patterns.

Analytics is a great addition to the program.

It gives hackers a way in, I was passed a virus through a contact on livehelp.

Analytics. The ability to know where the hits are coming from

This software is very user friendly. It was easy to learn how to use. It is also easy to train our customer service reps to use the software. Our members certainly like the option to get live help with their questions.

Nothing so far. And honestly this is the only live help software I have used, but it is wonderful.

Our members come to us with so many questions. We can assist them with website issues, password issues, membership questions regarding services and benefits. The live chat is also very useful to get a member to the department or person they need quickly.

LiveHelpNow is very easy to learn and use for live chat request, tickets and offline messaging. I would recommend this for any business. Provides simplicity for assisting customers. Many features for quick responses and resolutions.

There is nothing thus far that I have encountered any problems with. Any snags have been easily resolved.

I solve any and all questions pertaining to logins, accounting, providing links etc...

Customer Service is free and available seven days a week. However, I rarely utilize the support because the knowledge base, interface, and articles are comprehensive and thorough. The google translate feature is essential for my business as I interact with customers all over the world. This feature makes communication limitless. With cell phones being my target audiences most used device, the text to chat feature is essential. I also really like that the chat window is fully customizable with various trigger responses. The ease of the app is also vital to my business. I can take chats anywhere, and I am not limited to a desktop computer.

The interface aesthetics could use an update. Other than that, the system is easy to use and I have no complaints. If possible, I would recommend an integration with Instagram. My target audience has higher engagement on that platform. I think other businesses could benefit from this as well.

Live chat allows me to answer customer questions and concerns instantly. The new Facebook integration enables me to connect with my customers through another platform rather than just web visitors alone. The increase in customer engagement translates into more sales. I can now communicate with customers in any language. As a small business owner, I am able to utilize the app to its fullest capabilities, and I am not limited to a desktop computer. I can run errands or work on my business in any location without missing an opportunity to connect with my customers.

Ease of use, customization and pricing.

I have not come across such a feature that is not likeable

Live chat and customer support

We've used a few different chat programs before, and Live Help Now offered the most features for a a lot less money compared to those other chat programs.

At this time we dont have any complaints

Immediate assistance for customers with questions

The code is easy to install and the chat system is easy to use.

After using livehelpnow for 5 years there are no issues.

Our customers can receive quick and easy live answers to their questions.

LiveHelpNow are quick to take onboard constructive criticism and release changes and updates that address and resolve issues encountered with their platform.

The User Interface was outdated throughout our contract. However, I believe this has now been addressed by LiveHelpNow.

LiveHelpNow's Analytics tool help our business to categorise and review chats to identify pain points for our customers. This data was then used to improve our self-service areas.

Integration with hubspot is a great feature for us.

It works well for me. However I wonder if there is a way of doing a screen share with customers to help walk them through our site.

Easy to communicate and support our customers.

I love that I can chat in and get help whenever I need it.

There's nothing to dislike. Everything is great.

The ability for our customers to contact us in the most convenient way to them.

Assists in responding to customer questions.

The routing of inquiries to different agents could be better.

Customers can place orders via LiveHelpNow as well as ask questions.

My customers are able to chat with us at their convenience

I cannot track how many orders I convert into sales.

Our customer contact has increased

I love that I can access chat from anywhere even on my phone. Potential customers often have questions when browsing a site, and I love how easy it is to use LiveHelpNow to answer questions quickly and convert website visitors to actual customers!

Overall easy to use and install on the site. No complaints.

I have realized that chat is easy - I was always skeptical, but since adding it to my site I feel as though I am connected to potential customers all the time. The experience is easy and I wish I had done it sooner.

The consistency of support team members is outstanding to the point that months after I've experienced LiveHelpNow's customer support, I compare that of others to LHN and hope when I seek support elsewhere as a customer that I would receive a similar degree of quality and responsiveness.

the outdated interface and user experience made it a big challenging to navigate as both an Admin and Operator, but it's changing quickly as LiveHelpNow seems to focus on improving technical functionality and what truly matters first prior to updating its look and feel to a modernized design.

Building trust with leads and potential clients in a secure and private way they're comfortable with before they commit to using the service!

I purchased LiveHelpNow for two companies and always been very happy with the product. Its super easy to install, has a wide range of integration options and is both powerful and intuitive to operate as a user.

They are currently lacking an integration with Marketo, but I understand its on the roadmap.

LiveHelpNow helped us provide realtime sales and support for prospects and customers.

The ease of use and setting up. It has been a great solution for our companies.

Probably the main thing we dis-like is when it goes down. Doesn't happen very often.

We can speak all languages with the built in translator.

It's easy for the Reps to use, easy for marketers/coaches to make changes, provides all of the basic functionality our web visitors need, it's very reasonably priced, LHN reps are very helpful, they've made multiple enhancements to the solution from the input we've provided.

There are very few things we dislike. Our biggest need is better integration with our ERP system to get a better idea of the type of customer we're talking to (if it's an existing customer). LHN offers some basic solutions for this but the more advanced ones take IT resources.

Our goal is to keep customers from leaving our website if they have questions that our site hasn't answered.

LHN is very user-friendly, both from the back end and customer experience. The access to wide-ranging data is fantastic.

Occasionally we have issues where a customer is able to initiate a chat when there aren’t any operators online. Each time we’ve quickly confirmed that all operators are indeed logged out and have exited the system. We only become aware through a negative post-chat survey. We’re unable to replicate it in testing, but if this could be addressed, we’d appreciate it.

We’re able to provide our non-traditional students with customer service during times (ouside of 8-5, M-F) and in a way that is convenient for them.

Being able to troubleshoot as a team instead of always having to rely on help desk

Not applicable I have not seen any other or better chat tools

Save time and frustration

LiveHelpNow is a great tool that allows you quick, easy access to assistance and learning how to do new tasks

Sometimes it is laggy and it's all too easy to put the live chat in the background and forget about it

Getting quick, efficient assistance with a gamut of issues

That its there when you need it no matter the time or day

If the wifi or direct Internet goes out your out of luck

It provides information that I was unable to access and sometimes even direct in the right direction

Telinta provides cloud-based softswitch solutions to VoIP service providers around the world. We use LHN chat to gain new sales prospects by placing the chat icon on our webpage so that prospects can contact us for more info. Nearly everyone who opens a chat successfully completes it, providing us with their name, email and phone/Skype contact info, and agreeing to receive more information from our sales team. We service telecom companies all over the world, so many of them are more comfortable with written English via chat than with spoken English by phone. LHN also enables us to store "canned" responses, pre-worded and ready to use for questions that are frequently asked. What do you do? What are your prices? How can I learn more? LHN's "canned" replies enable us to provide a carefully worded answer without re-typing it over and over. For example, to deliver a canned response the operator merely types in the first couple letters of the name of that response (ie, prices, intro, goodbye, etc). This means fast, accurate responses. We actively promote LHN to our customers to use in their own business too.

The very first chat of the day sometimes takes longer to open than subsequent chats. This may be unique to my own system, as my Instant Messenger client (separate from LHN) also takes longer to open the very first chat of the day too. It would also

Our customer prospects vary greatly, from small-to-medium sized telecom businesses, to one-person entrepreneurial start-ups, all in many times zones, countries and cultures. We use LHN for opt-in pre-sales chat, and have found it to be very effective as a tool to enable prospective new customers to take it to the next step.

Kowledgeable support, multiple features to support fast and easy customer help, sales building, and performance measurement tools.

Agent Workspace 2.1 drastically different and requires transistion time (which LHN has provided.) Would like to see more Admin Help tools.

Instant access to help.

Besides the product, the Houston Methodist team greatly appreciates the staff at LiveHelpNow. They are fast to respond with easy resolutions to any issues that arise. Jared Brown has been readily available to assist with troubleshooting issues, training staff and exploring new ways to use the LHN technology to help us work smarter and not harder. Even the billing department is fast to respond! The analytics produced by LHN save staff a huge amount of time, as this was previously a manual process. Makes reviewing the products effectiveness a breeze!

Nothing against LHN, but we have not fully utilized the platform in regards to AI, call integration or their version of a chat bot due to using other vendors or security restrictions put in place by our organization. We utilize LHN as a tool to assist our HR support team, but as a health care organization we always have to tread lightly on potential data leaks. However, I can see how this tool is fantastic for sales or organizations that don't deal with personal health information. Glad to have worked with this vendor and commend them on their flexibility to make this an effective tool for our business needs!

Live chat reduces the number of inbound calls that our call center receives. Also presents the opportunity for employee's to text to chat with our HR support staff.

I love the personal touch provided by the support team. LHN has continued to evolve its products and these products have helped to revolutionize our business.

The reporting could be more precise and more easily transferrable.

It is providing an alternative way for customers to connect with us without having to call. The ChatBot has helped to create a consistent experience for our customer base.