LiveHelpNow

Help desk and live chat solution for customer service

4.6 /5 (70 reviews) Write a Review!

LiveHelpNow Overview

What is LiveHelpNow?

LiveHelpNow is a live chat, help desk and customer support solution that offers all the typical features of a help desk app, plus more. The live chat features of the application give users insight into customer behavior and intent, with real-time visitor monitoring, individual customer information feeds and social media insights.

This data can be used to tailor the kind of chat offered to customers and to display promotional ads. Agents can transfer files as they chat and tag chats for later review. Users can generate chat transcripts for customers and chat history for agents. Chat history and reports, customizable surveys and performance analytics further help to better understand customers.

Aside from live chat and customer engagement, LiveHelpNow also helps streamline email and ticket management with the ability to convert emails and Twitter mentions to tickets, ticket log filtering and search, ticket status updates, canned responses, ticket transcripts and more.

Businesses can further improve their customer service and free up agent time by publishing an SEO-friendly, fully searchable knowledge base, and can also create private articles for internal use and training documentation for best practices.

The call management features of LiveHelpNow allow businesses to offer 24/7 contact with customizable call-back forms, notifications, call logs and a digital voice mail service. Agents can look up a customer's entire call history and use filters to find specific information.

LiveHelpNow Overview

Pricing

Starting from
$21.00/month

Pricing options

Free Trial
Subscription
Value for money

Monthly Plan:

Live Chat: $ 21.00*
Email-Ticket Management: $ 21.00*
Knowledge Base: $ 21.00*
Call Management: $ 9.00*

More than 3 products = 30% reduction = $ 50.40* for all 4 modules

*Per agent


LiveHelpNow Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
English

Media

Chat history in LiveHelpNow
Chat tagging in LiveHelpNow
LiveHelpNow live chat in Chrome
Chat functionality on mobile app
Message automation
Website visitor tracking
LiveHelpNow video LiveHelpNow screenshot: Chat history in LiveHelpNow LiveHelpNow screenshot: Chat tagging in LiveHelpNow LiveHelpNow screenshot: LiveHelpNow live chat in Chrome LiveHelpNow screenshot: Chat functionality on mobile app LiveHelpNow screenshot: Message automation LiveHelpNow screenshot: Website visitor tracking

LiveHelpNow Reviews

LiveHelpNow Reviews

Overall rating
4.6
/
5
Excellent
47

Very good
19

Average
3

Poor
1

Terrible
0

Value for Money
4.7
Features
4.6
Ease of Use
4.6
Customer Support
4.7
94% recommended this app
David H.

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

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


Mark W.

Best economical chat app in the market


Verified Reviewer

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


Verified Reviewer

Easy to customize to suit your needs!

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.


Verified Reviewer

User friendly and a good quality software

Well it makes my job easier especially the option to chat in different languages.


David H.

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

Used Daily for 2+ years
Reviewed on 6/18/2018
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Mark W.

Best economical chat app in the market

Used Daily for 2+ years
Reviewed on 1/31/2018
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer
Industry: Information Technology & Services
Company size: 501-1,000 Employees

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

Used Daily for 1+ year
Reviewed on 5/3/2019
Review Source: Capterra

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?

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Verified Reviewer
Industry: Apparel & Fashion
Company size: 501-1,000 Employees

Easy to customize to suit your needs!

Used Daily for 1+ year
Reviewed on 9/24/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer

User friendly and a good quality software

Used Daily for 2+ years
Reviewed on 6/14/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8.9/10
Based on 70 user ratings
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LiveHelpNow Pricing

LiveHelpNow Pricing

Starting from
$21.00/month
Free Trial
Subscription
Value for money

Monthly Plan:

Live Chat: $ 21.00*
Email-Ticket Management: $ 21.00*
Knowledge Base: $ 21.00*
Call Management: $ 9.00*

More than 3 products = 30% reduction = $ 50.40* for all 4 modules

*Per agent

Monthly Plan:

Live Chat: $ 21.00*
Email-Ticket Management: $ 21.00*
Knowledge Base: $ 21.00*
Call Management: $ 9.00*

More than 3 products = 30% reduction = $ 50.40* for all 4 modules

*Per agent

Value for Money
4.7/5
Based on 70 user ratings
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LiveHelpNow Features

LiveHelpNow Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.6/5
Based on 70 user ratings
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Categories

Additional information for LiveHelpNow

Additional information for LiveHelpNow

Key features of LiveHelpNow

  • @mentions
  • API
  • Access control
  • Alerts / escalation
  • Automatic lead distribution
  • Automatic notifications
  • Behavior tracking
  • Best practices repository
  • CRM integration
  • Call recording
  • Callback scheduling
  • Capture call back requests
  • Categorization
  • Chat
  • Chat transcript
  • Client portal
  • Contact history
  • Conversion tracking
  • Create customizable surveys
  • Create promotional ads
  • Custom forms
  • Custom information feed
  • Customer database
  • Customer experience management
  • Customer service analytics
  • Customizable surveys
  • Customizable templates
  • Data import/export
  • Dynamic FAQ
  • Email templates
  • Employee management
  • Employee onboarding
  • Employee profile
  • Engagement analytics
  • Escalation management
  • Event triggered actions
  • Export chat history & all other reports
  • Exportable ticket transcripts
  • Feedback collection
  • Feedback management
  • File transfer
  • Filtered views
  • Follow-up scheduling
  • Full email & ticket management
  • HIPAA compliance
  • Help desk integration
  • Hot leads & customer lists
  • Inbox management
  • Instant language translation
  • Instant messaging
  • Lead capture
  • Lead distribution
  • Lead generation
  • Macros
  • Mobile integration
  • Monitor agent performance
  • Multi-channel communication
  • Multi-channel management
  • Multi-channel marketing
  • Multi-language
  • PCI DSS compliance
  • Performance reports
  • Permission management
  • Productivity reporting
  • Project time tracking
  • Promotions management
  • Ratings & reviews
  • Real time monitoring
  • Real time notifications
  • Realtime visitor monitoring
  • Receiving
  • Record call logs
  • Reporting & statistics
  • Reporting and analytics
  • Request assignment
  • Role-based permissions
  • SMS integration
  • Search functionality
  • Self-service portal
  • Social insights
  • Social media metrics
  • Social network marketing
  • Support ticket tracking
  • Survey management
  • Surveys & feedback
  • Tagging
  • Third party integration
  • Ticket status updates
  • Training documentation & best practices
  • Training management
  • Trouble ticketing
  • Visitor action triggers
  • Visitor tracking
  • Voice mail

Benefits

  • Eventing API: A customizable API that lets users subscribe and receive specific customer data that has been defined.

  • Visitor Triggers: Notify agents in real-time when customers perform certain actions such as completing forms. Send out custom chat invitations and automate custom scripts for presenting special offers.

  • Lead Management: Create a list of hot leads for those visitors who almost made a purchase.

  • Billboard Ads: Create custom promotional ads and display them to the visitors as chats are occurring.

  • Email & Ticket Management: Create webforms with customizable fields, convert emails and Twitter mentions into tickets, filter and search tickets, add ticket stauses, send canned responses and more.

  • SEO Knowledge Base: Create a searchable and SEO friendly knowledge base with articles that include images, documents and video. Let customers rate articles and give feedback.

  • Call Management: Let customers fill out customizable call back forms and get instant notifications. Record calls and search and filter historical call logs. Set up a digital answering machine.

  • LiveHelpNow FAQs

    LiveHelpNow FAQs

    Below are some frequently asked questions for LiveHelpNow.

    Q. What type of pricing plans does LiveHelpNow offer?

    LiveHelpNow offers the following pricing plans:

    Starting from: $21.00/month

    Pricing model: Subscription

    Free Trial: Available

    Monthly Plan: Live Chat: $ 21.00* Email-Ticket Management: $ 21.00* Knowledge Base: $ 21.00* Call Management: $ 9.00* More than 3 products = 30% reduction = $ 50.40* for all 4 modules *Per agent

    Q. What are the main features of LiveHelpNow?

    LiveHelpNow offers the following features:

    • @mentions
    • API
    • Access control
    • Alerts / escalation
    • Automatic lead distribution
    • Automatic notifications
    • Behavior tracking
    • Best practices repository
    • CRM integration
    • Call recording
    • Callback scheduling
    • Capture call back requests
    • Categorization
    • Chat
    • Chat transcript
    • Client portal
    • Contact history
    • Conversion tracking
    • Create customizable surveys
    • Create promotional ads
    • Custom forms
    • Custom information feed
    • Customer database
    • Customer experience management
    • Customer service analytics
    • Customizable surveys
    • Customizable templates
    • Data import/export
    • Dynamic FAQ
    • Email templates
    • Employee management
    • Employee onboarding
    • Employee profile
    • Engagement analytics
    • Escalation management
    • Event triggered actions
    • Export chat history & all other reports
    • Exportable ticket transcripts
    • Feedback collection
    • Feedback management
    • File transfer
    • Filtered views
    • Follow-up scheduling
    • Full email & ticket management
    • HIPAA compliance
    • Help desk integration
    • Hot leads & customer lists
    • Inbox management
    • Instant language translation
    • Instant messaging
    • Lead capture
    • Lead distribution
    • Lead generation
    • Macros
    • Mobile integration
    • Monitor agent performance
    • Multi-channel communication
    • Multi-channel management
    • Multi-channel marketing
    • Multi-language
    • PCI DSS compliance
    • Performance reports
    • Permission management
    • Productivity reporting
    • Project time tracking
    • Promotions management
    • Ratings & reviews
    • Real time monitoring
    • Real time notifications
    • Realtime visitor monitoring
    • Receiving
    • Record call logs
    • Reporting & statistics
    • Reporting and analytics
    • Request assignment
    • Role-based permissions
    • SMS integration
    • Search functionality
    • Self-service portal
    • Social insights
    • Social media metrics
    • Social network marketing
    • Support ticket tracking
    • Survey management
    • Surveys & feedback
    • Tagging
    • Third party integration
    • Ticket status updates
    • Training documentation & best practices
    • Training management
    • Trouble ticketing
    • Visitor action triggers
    • Visitor tracking
    • Voice mail

    Q. Who are the typical users of LiveHelpNow?

    LiveHelpNow has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does LiveHelpNow support?

    LiveHelpNow supports the following languages:

    English

    Q. What type of pricing plans does LiveHelpNow offer?

    LiveHelpNow has the following pricing plans:

    Subscription

    Q. Does LiveHelpNow support mobile devices?

    LiveHelpNow supports the following devices:

    Android, iPhone

    Q. What other apps does LiveHelpNow integrate with?

    LiveHelpNow integrates with the following applications:

    Agile CRM, GetResponse, HubSpot CRM, HubSpot Marketing Hub, Mailchimp, PipelineDeals, Twitter, Wordpress, Wordpress, Zendesk

    Q. What level of support does LiveHelpNow offer?

    LiveHelpNow offers the following support options:

    Knowledge Base, Online Support, Phone Support