LiveHelpNow Reviews
Overall rating
Filter by
Company size
Time used
73 Reviews
- Industry: Hospital & Health Care
- Company size: Self Employed
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Enhanced Customer Connection
Reviewed on 2022-06-07
Overall you have been a great experience being able connect with the customers more efficiently and...
Overall you have been a great experience being able connect with the customers more efficiently and in a timely fashion. And also having the customers being able to connect with ease
Pros
User Friendly and easy to install. Comes with a ton a of great features and tools that helps guide you to provide the best customer service experience possible. Being able to connect with customers on the go is golden. And its all back up with excellent customer support
Cons
Would like to have seen more chat window layouts, graphics and emojis. Problems with receiving reply alerts when the Main Operator Panel is on the screen.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
It has been good, but i have recently noticed less down time with the program than before.
Reviewed on 2018-06-18
Use it to communicate to my customer via chat, help them with their orders, or questions.
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
Response from 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
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 4.0 /10
Basic chat client, affordable price, but a lot to be desired
Reviewed on 2019-05-03
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.
Response from LiveHelpNow
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?
- Industry: Apparel & Fashion
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Easy to customize to suit your needs!
Reviewed on 2018-09-24
More bang for your buck than any other program I researched or used. They truly care about their...
More bang for your buck than any other program I researched or used. They truly care about their customers and maintain a "make it personal" attitude.
Pros
We switched from a much bigger chat platform after doing research on other options. LHN is so easy to use and customize it's remarkable. Their service is top notch and if you are needing a feature they don't have, they will work to make the solution possible for you in the near future. Reporting features are excellent.
Cons
We have tried to do some intricate routing to different departments including different levels within a department. It hasn't been the easiest, but i'll admit, the request was very complex.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
User friendly and a good quality software
Reviewed on 2018-06-14
Well it makes my job easier especially the option to chat in different languages.
Well it makes my job easier especially the option to chat in different languages.
Pros
It is easy to use and I have not encountered major issues when using the live chat software. I had an issue once and when I asked for support, they immediately got back to me and we trouble shot the issue and we were able to resolve it.
Cons
The interface is just so simple and it sometimes monotonous to look at it everyday. I hope you can change skins or the interface of the software.
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
LiveHelpNow works great, always getting better
Reviewed on 2018-06-14
High ROI, helps us assist online visitors in complicated online purchases and send them down the...
High ROI, helps us assist online visitors in complicated online purchases and send them down the conversion funnel.
Pros
We've been using it for seven or eight years and we've noticed a marked improvement on the UI of the live chat over the last year or so.
Cons
Not well oriented for mobile support. For a long time it was the dated look and feel, I think they've overcome those issues but could do
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
It is good experience
Reviewed on 2018-06-18
I communicate with my clients I keep records .I have db with all the issues and I use them in order...
I communicate with my clients I keep records .I have db with all the issues and I use them in order to provide quick answers
Pros
I using live help for more than one year. I m satisfied . I communicate with my clients I open and close tickets I keep records and all team members can be updated about the issues that rising daily.
Is not complicated to learn how to use it
Cons
It is little bit difficult to apply roles to each agent. The canned answers could be setup easier it will hep a lot.
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great stand-alone Chat platform
Reviewed on 2018-06-12
A customer-pleasing modality to reach our Customer Service Dept.
A customer-pleasing modality to reach our Customer Service Dept.
Pros
I like that LHN is easy to get started, set-up, customize to my multiple brands, allows one agent to service multiple web-sites AND does SMS chat. Plus, their support is really responsive...
Cons
The menus are a little difficult to navigate and find things, it should be a little more intuitive. I typically go through everything until I find the options I need to adjust.
- Industry: Hospital & Health Care
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Great integration
Reviewed on 2019-12-12
Livehelpnow is a very good easy to implement web based tool.
Livehelpnow is a very good easy to implement web based tool.
Pros
Integrates well with code on your web pages. Simple to implement and set up workflow. Interface is easy.
Cons
Mobile response to a customer inquiry was a little quirky. Was hard to navigate and respond to requests.
- Industry: Publishing
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
Great Product!
Reviewed on 2018-06-11
Pros
Ease of use and adaptability with our CRM. It gives customers an easy way to communicate with us how they want to.
Cons
The mobile application needs some upgrades. It can be very lacking with capabilities. It's very basic.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
Best economical chat app in the market
Reviewed on 2018-01-31
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.
Response from 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
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for Free Trial
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
one of the best customer service i ever experience
Reviewed on 2022-03-15
it was a little confusing with the triggers but jared brown got it down for me the way it set up...
it was a little confusing with the triggers but jared brown got it down for me the way it set up and that it give a example of it
Pros
i like the trigger and the advise to help on it and the customers service they have is on point especially jared brown has one the best customers service and knowledge he shared a lot of it im using the chat feature and im still going to go through it to use what else they do that i need jared brown keep up the customers service
Cons
nothing really so far im new at this and going to keep on going
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Clunky, but good for the price.
Reviewed on 2018-06-13
Pros
My organization uses the live chat software, it is easy to set up and very user-friendly without requiring you to have an in-depth technical understanding.
Cons
They should come with Admin licenses so I don't have to pay for 1 license per account I am managing.
- Used for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
LiveHelpNow was very easy to integrate into our website as a live chat feature.
Reviewed on 2018-06-14
The ability to engage with potential customers who did not want to talk to our call center. This...
The ability to engage with potential customers who did not want to talk to our call center. This helps increase conversions and build more awareness of our brand.
Pros
It was easy to install and it was fairly easy to configure but the live support was great so getting configuration issues worked out was fast.
There are a lot of options that make this product work for small to large businesses.
The information you can see on the back-end about how a user has interacted with your website is very helpful for the agents.
Cons
By default the JavasScript you include on your website continuously sends polling requests on a regular basis. This is for the feature where you can reach out to people on your website. I had the development team disable this for out account as it was a feature we didn't want to use and they did so quickly.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Large call center, life saver
Reviewed on 2018-06-15
Multi brand support with ease
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.
- Industry: Consumer Goods
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great resource for online chatting with customers!
Reviewed on 2018-06-14
Quick, simple, easy way for our customers to get in contact with our Technical Support if calling...
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.
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
My experience over the past 2-ish years has been a positive one.
Reviewed on 2018-06-15
Pros
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.
Cons
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.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
works effectively few issues, like detail is good for analyzing website performance
Reviewed on 2018-06-15
Pros
like the real time info on website visitors, like richness of data to improve website. analytics provides useful insights
Cons
Need to be able to down load past data for further analysis. Currently have to down load a day at a time. Would like to be able to download as much historical data I want easily
Response from LiveHelpNow
Thank you for your review!
Analytics should allow exporting data for up to one year.
All you need to do is change from and to dates while running a report.
The only report that we restrict to one day is "Raw Visitor data" which really does not have any valuable information, just IP addresses and Host Names.
Hope this helps,
Michael
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Excellent on all fronts. Have never had an issue...
Reviewed on 2018-06-08
24/7 chat support on our site for our customers. There is very little to no down time which has...
24/7 chat support on our site for our customers. There is very little to no down time which has been great for us and our customers...
Pros
Ease of use and the customer service. It is very easy to use and when there have been changes and/or updates to the software they are easy to identify and adapt. Customer service always answers the phone and is eager to assist...
Cons
I have no negative points that I can think of at the moment. Every aspect about this software works and is very user friendly. I have used other chat software and they all fall short of this...
- Industry: Wholesale
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Livehelp has only boosted our ability to communicate with our customers. Great addition for...
Reviewed on 2018-06-14
Pros
I have to say the Translate option is very valuable for our group as a good part of the customers chatting are international. It helps us to communicate more efficiently. I also appreciate Canned Responses for a quick way to respond.
Cons
Can't think of anything really. If I have to choose, I'm not really fond of the "whisper" response.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
My experience with LiveHelpNow has been great from day one using the product for Chat.
Reviewed on 2018-06-11
We are able to help more customers in a more efficient manner and more timely.
We are able to help more customers in a more efficient manner and more timely.
Pros
I like that you can use canned responses and that you can see the user's name right away and also that you can easily see which other operators are logged in. I also like the analytics.
Cons
The thing I like lease about the software is the refresh rate. It would be nice if the window would refresh quicker. Sometimes I see a chat come in but before my screen refreshes, another operator has taken the chat.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
We use LiveHelpNow to allow our clients to chat with us from our website. It works very well.
Reviewed on 2018-06-14
Pros
I like that I can customize it to blend well with our website. I can easily see if we have guests viewing our website.
Cons
Sometimes the alert notification does not work properly. I would like the ability to have both a visual and a sound, not just one or the other.
- Industry: Staffing & Recruiting
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great product, excellent customer service.
Reviewed on 2018-06-14
Ability to multi-task while helping clients, metrics on client trends, a great way to share...
Ability to multi-task while helping clients, metrics on client trends, a great way to share information and files without providing personal contact information.
Pros
Ease of use, notifications (visual and sound), browser based functionality, after hours ticket functionality, visitor history.
Cons
The admin side, specifically analytics, can be a bit non-intuitive. Also when using the browser based version you need two sessions open if you're working on tickets to see notifications.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
LHN is a great tool to use to allow us as a company to manage request in an organized manner.
Reviewed on 2018-06-14
All in all I love using LHN on a daily bases. It allows my team and I the opportunity to split...
All in all I love using LHN on a daily bases. It allows my team and I the opportunity to split tasks amongst the 5 of us. Giving us the exact data of who is working what tickets as well as providing us with the creation date in order to make sure we are handling requests in real time.
Pros
Easy to use, filter, add and subtract users without any issues, the security of an admin. Notification sounds are helpful when busy with other tasks.
Cons
Cons - LHN should have more of a user-friendly atmosphere, allowing users to feel as if they're in a chat room rather than a system that is used to ask difficult questions. Maybe add some color to their chat rooms.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
Software is easy to learn
Reviewed on 2018-06-11
Pros
Software is easy to use. The customer support live chat from Live Help is awesome. Quick response to your questions. Easy for Administrators add operators and licenses. Haven't had any issues from setting up the features.
Cons
Would be nice to have more analytics. Also, would be nice to customize the screens to what you would like to see in the chat panel.