LiveHelpNow Reviews: 4.3/5 — Solid Choice

Doesn't crash or lag. I know when someone has sent a message and can respond quickly.

Not the cleanest interface. The buttons that do things like end a chat, transfer a chat, etc. don't have clear icons. I always have to scroll over them.

It is a another way for us keep tickets out of our customer support queue.

I like the way it allows you to form and save your own responses that can be used for common questions whenever needed.

It took me a while to figure out how to see previous chats or chat history. They could make that more accessible.

When customers have questions the used to call. Now they usually use the chat allowing me to do more things at once.

The interface is easy to navigate and to configure. If you need help, the LiveHelpNow team is absolutely fantastic and will help you with any aspect, from configuration to billing.

Being with a larger company where we are in different country with different cost centers, LiveHelp doesn't have the flexibility to split an invoice. Also, if we want to use the functionality of groups, you have to use the start up questions to dispatch the chat properly and no more questions are left to identify the customer or their question. If we decide to use different account, then we have to put our chat link on different web pages which makes it difficult. Also, I personally have to manage multiple accounts. They should come with Admin licenses so I don't have to pay for 1 license per account I am managing

It is just an additional ways for our customers to reach us. Since we are in a product support environment, livehelp is used for quick and non complex questions.

The new changes that LHN has made to allow for customizing each client's offline and ticketing window is the exact thing I was looking for a couple of years ago. Also the fact that you can customize the customer survey is a big plus. There are a lot of canned analytical reports available and the pop-up tab is a hugely popular feature.

Their development cycle is *really* slow and I was told three or four times that the feature I needed was coming within the next month. They would actually give me a semi-specific date and they would always miss it. Although we still have LHN for two clients, we had to move a couple others to a different platform because they needed those abilities.

Definitely cuts down on the time we need live agents sitting on ready waiting for chats. When they can, they do, but when they can't the ticketing and callback features - plus the self serve knowledge base has proved very helpful.

When we have a question their live help is right there and quickly resolves any problems we have. And if they can't? We get a phone call within an hour to talk us through the issue.

Some of the analytics are a bit wonky. At times the system doesn't report anything, or the system goes into offline mode with no notification from LHN that there is a problem. Makes it hard to determine if it's our network (usually not), or on their end (usually is).

We were looking for an additional method to reach customers who were browsing our website. We've achieved our goal.

The list of features continues to grow. For example they recently added support for FaceBook IM. They now support text messages to your landline

The mobile app is awful for IOS. I would like to be able to respond to chats on my cell phone using SMS like I used to be able to do.

We are able to quickly and easily communicate with our customers across multiple platforms, including Facebook IM.

Talking to clients is easy and very helpful.

I dislike LiveHelpNow's live chat personal. I connected with them when I received a newsletter regarding tracking conversion rates. I was confused on how to use it. Next,I read the website. I was still confused. So, I finally connected with a specialist on live chat and the only help they could give me was, "Here's the link to the page of how to use that." They couldn't help one bit.

I can't say that I have any business problems with LiveHelpNow. We benefit from being able to connect with our own clientele that normally wouldn't bother to call or email us. We connect with our clients immediately.

The translation tool works very well. I also like the details provided on the user, as well as the tracking feature so that you can see their page history, etc...

The visual options for the dialogue box that flags across the screen are limited. I feel like it looks pretty cheesy. It would be nice to have something more professional looking.

Simply helping our customers in the fastest possible manner is solving a problem.

Their one chatter subscription is extremely affordable ($25 for one chatter when I had it) I actually used this for my own small business while it was a need when traffic to my website slowed down I canceled it only because it wasn’t being used but when I had heavy traffic on my website it cut down my need to reply to emails or return phone calls.

I don’t really like the way that it’s laid out but it gets the job done to me it’s a very very busy layout things need to be kind of sectioned off in their own area and just in one big blob on the screen.

Well I was a brand new business owner with an in demand online presence and people want to talk to me before ordering my services from my website it was too hard for me to call everyone back into hard for me to answer everyone’s emails in a timely fashion zaza chat let me get on during particular hours And answer my clients questions

Extremely simple layout. Very easy to manuever

Chats auto-close, can be frustrating when waiting for another user to resolve an issue, have to keep refreshing or sending messages to keep the chat live.

sending help tickets and getting response that issue has been addressed

LiveHelpNow provides a solid platform for handling live chat on our website, which allows for multiple unique chat windows, missed chat management and auto-log off users. Excellent support.

The chat windows can be customized with fields to an extent, but the actual implementation of the code and ensuring the windows look nice rely completely on your own web developer. There is no de-duplicate check on chat leads, so if you want leads to flow into your CRM duplicates will be created.

Some of our prospects would prefer to ask a few quick questions on live chat rather than call or send an email. This system allows chats to come inbound to our inside sales team so they can respond promptly to any sales inquiries. We have closed deals from leads originated from live chat.

Being able to chat online, it makes things easier

We tend to get dropped chats, it could be the reliability of our internet though

We have been able to serve more customers and have eliminated our hold times for phone calls. It has also streamlined the service process.

live hell is an easy way of communication for customers and customer service alike.

There isn’t much I dislike about the program. It’s efficient and helpful.

Livehelp assists in solving our consumers problems quickly and on their time without the need of a phone.

Very useful. Can perform exactly what is needed

Slightly difficult to learn if never shown

That this can make portions of my job much easier

Ease of use. The end user interface is really aesthetically pleasing.

The implementation was not the smoothest process, but the support was on point.

VoIP issues. Users cannot call and so this is perfect alternative

It was helping us to keep the clients' requests recorded. We were using the ticketing features and replying to the tickets daily.

The frontend part was a bit confusing and distracting. We could not get good use of it. Also we were not aware of all the features we could use, a little training/advertising by the product team would be useful. We had the issue with the reopening tickets mostly. We were closing/solving the tickets, but the clients could open it back and they could also create a new one, too. I learned that we could put a limit for these, but it was too late.

There were many useful features as I could check (but it was too late, we decided to move on with another helpdesk tool). We could reach all the records easily, I can say that.

loved this app and simplicity and it is pretty simple

there is nothing to disclike so not much

i m using it on day to day basis

Personal approach, quick development of additional features

There was a case where we have received an email (by mistake) where we have been called an "annoying client" by one of the key people in LiveHelpNow

Customer support

easy to use and lots of features, language options are awesome,

sometimes notifications don't sound, the ratings seem weird.

sales and support issues, fast and easy for users

Customers can reach out to my company 24/7. We do a lot of international business and Live help is a big help with international clients.

The software/operator panel can be slow (like an old computer).

We do a lot of international business and Live help is a big help with international clients. It has also made it easier and faster for a client to contact our support department.

Overall layout, user friendly excellent tool

Customer support not fantastic, although acceptable

helpdesk ticket problems can be solved but not always as quick as I would like

It has some good features like monitoring clients in real time and the multitasking of chatting at the same time.

I did not really integrate with our system as well as some of the other chat systems out there.

All different departments to offer chat to our clients

Ease of multiple storefronts. Was able to implement it on our website a lot.

Lots of tech issues, constant outages.I remember being frustrated on it a lot.

Fast customer service, ease of satisfaction ratings.

I like the Chat ticket portal, which serves in place of email.

The Live Help platform only measure wait time and does not calculate service level , percent of chats/tickets answered in X seconds. This is a very common feature, this system lacks.

I have not yet solved any major business problems with LiveHelpNow.

The support team is pretty responsive and helpful.

It's difficult to navigate and change chat configurations. Also, it's very hard to update user information. The options for the chat configurations are big and clunky. Prefer more subtle chat options. Also, it's nearly impossible to configure different types of chats on different pages with different access times.

We use chat to work with prospects real-time.

The template responses. And I lie being able to respond to customers on demand. I think this can save or close a deal.

The ringing noises can be annoying. Sometimes the system is slow to respond or the customer suddenly gets disconnected This can be super frustrating..

Customer service response is quicker.

My company switched over from Lync. I will say that there were less crashes.

I never had any issues with the new program but it was an adjustment from Lync.

Customer questions about coverages.

LIve Help Now was easy to use. However, there were several glitches in the program I incurred while trying to generate leads for the company I work for.

I tried to interact with customer support and they were very salesy and not helpful

I was using Live Help Now to generate leads for the company I work for. I was having some problems with the product and contacted the company. However, Live Help Now just tried to get me to buy more stuff and was completely useless. I would suggest another product, if you are looking for a product backed by a company with good people.

Livehelp now is easy to use, and fast. You can put your own canned messages.

Although, LiveHelpnow has an horrendous user interface. I mean, really, really bad. The chat window is awfully small, while the designated space to watch who is chatting is completely disproportionated. You can change it, but its not easy to find the setting, so I would assume most people just stay on default and enjoy a horribly bad user interface. The canned messages function is great, in theory but terrible in fact; you have to go through a couple of selection screens to get to the right message that you wanna send automatically, which makes it seem like it would be faster to just type out the message. As a user, you can get access to a completely useless admin panel, which doesnt allow you to do anything. Why even bother with this? I know this interface is more likely to be helpful to the actual administrator rather than a user, but then why let a regular user have access to it? Lastly, the actual software that you can install on the computer is just a carbon copy of the website client, but with more bugs so technically just complete garbage.

We needed a chat software, and we got just that.

It's easy to communicate with customers who need help The pops ups are impossible to ignore - this is a good thing!

It's not clear how to differentiate between departments and permissions, and there are no contact information anywhere on the admin site. I'm your customer, how the heck do I reach out for help? I get notifications and pop ups for everyone because I'm an administrator, even though I'm also a Tech Support member.

We implemented chat for marketing and inbound sales reasons initially. My department, Tech Support/Client Services, set up a separate click to chat for our specific customers who were cancelling. A rescue effort. The problem is the chat goes to the wrong department and doesn't allow me to access it. While I'm sure it's a user configuration error on my part, I can't find an email/contact information to get assistance.