LiveHelpNow reviews

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

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

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.

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.

Very affordable solution if you are just looking for the basics in a chat client.

Platform seems out of date both in regards to UI and features offered.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Admin Panel/UI is clunky, out-of-date and not intuitive.

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.

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.

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.

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

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.

Can't think of anything really. If I have to choose, I'm not really fond of the "whisper" response.

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

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.

Integrates well with code on your web pages. Simple to implement and set up workflow. Interface is easy.

Mobile response to a customer inquiry was a little quirky. Was hard to navigate and respond to requests.

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...

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.

Ease of use and adaptability with our CRM. It gives customers an easy way to communicate with us how they want to.

The mobile application needs some upgrades. It can be very lacking with capabilities. It's very basic.

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.

Wish, the welcome chat window was visually customizable similar to modern chat system. Currently it only allows me to choose one option.

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

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.

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.

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.

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.

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.

like the real time info on website visitors, like richness of data to improve website. analytics provides useful insights

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

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...

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...

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.

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.

Ease of use, notifications (visual and sound), browser based functionality, after hours ticket functionality, visitor history.

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.

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 - 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.

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.

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.

LiveHelp Now is an excellent way for our customers to reach us quickly and have their questions answered without having to pick up a phone and call our office.

LiveHelp Now doesn't always queue incoming chats in an effective manor. It will sometimes bounce one chat back and forth between two operators that aren't answering instead of looping in another operator.

Relatively easy to use. They offer a lot of customization options. The company is great to work with. Cost is competitive.

Configuration and set up can be a little tricky, but it's not too bad once you start to play around with it.

THAT IT CAN BE USED ONLINE AS WELL AS DOWNLOADING, AGENTS SOMETIMES WORK FROM HOME AND CAN ACCESS IT THROUGH THE WEBPAGE RATHER THAN DOWNLOADING IT TO THEIR COMPUTER.

IT DOESNT PLACE CUSTOMERS IN A QUEUE TO WAIT FOR AN AVAILABLE AGENT, WE SOMETIMES HAVE 8 CUSTOMERS AT ONCE AND IT DOESN'T ALLOW US TO PLACE THEM ON HOLD

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

It is little bit difficult to apply roles to each agent. The canned answers could be setup easier it will hep a lot.

The translation software appears to function very well - I've used it to translate to German, Polish, French and Italian and have been able to communicate effectively.

Some of the reports and tools are difficult to find in the administrator screen, but once you get used to it then it's not an issue.