LiveHelpNow Reviews

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

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Cons: Platform seems out of date both in regards to UI and features offered.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 Admin Panel/UI is clunky, out-of-date and not intuitive.

"LHN is a great tool to use to allow us as a company to manage request in an organized manner."

Comments: 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.

"We use LiveHelp Now daily to assist our customers."

Pros: 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.

Cons: 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.

"Customer service is outstanding. Any time I have needed their assistance, they have been great."

Comments: Ability to chat with customers who prefer to chat vs. email or call. And, it has the ability to send offline and after hours messages.

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

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

"EASY TO USE"

Comments: EASE OF USE

Pros: 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.

Cons: 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

"Overall, this product is easy to use and effective."

Pros: 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.

Cons: 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.

"We use LiveHelpNow to allow our clients to chat with us from our website. It works very well."

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.

"Much better and less expensive than other chat programs we've used in the past"

Pros: Live HelpNow offers many more features at a much lower priced compared to our last app. The program we were using before was almost 5 times the price with much less flexibility. The customer service is also great, had an issue where I needed logs from a chat months ago and it was all stored which saved us. They also offer a mobile app which is very helpful.

Cons: At this time I dont have any complaints about the services, we've had a great experience and have had no issues.

"We like LiveHelpNow a lot and it is one of the CORES of our business."

Pros: It's simple and works well. We like that we can add and take away quickly as business changes. We want to add more features but are a little hesitant because of price. We Have gotten great reviews on the system we use.

Cons: My only con is I wish there were packages and not a la cart for everything.
As we get bigger I can see using chat but at the cost (per user) it may become to pricey. Also on a mobile phone I cannot view the comments. This is a big problem for us.

"Always there to help - and going beyond support"

Comments: A LiveHelpNow script had been changed which broke our use of it. Jamie spoke with her developers as we were chatting and had them correct it and re-release it. All while in the chat.

"LiveHelpNow was very easy to integrate into our website as a live chat feature."

Comments: 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.

"Absolutely Amazing."

Pros: That it is very user friendly, easy to chat with customers who have questions. I like that a notification pops when a visitor comes. Defiantly would recommend.

Cons: The door bell noise is loud, and it dings randomly so it can some times be hard to hear while on the phone and a visitor has came.

"Right in the mix with the top Chat companies"

Comments: We've used a few different chat software companies over the last few years but LiveHelpNow has fit in the best. They have all the integrations we need and their pricing doesn't break our bank. Additionally, they have a new offering that we are going to start using in the next few weeks. We are super busy and end up missing our chats sometimes. The new feature should eliminate that and I'm excited to get going. I can redirect some of my staff away from chats and into other areas because we will have a dedicated support team managing our chats for us. The new offering is called HelpSquad. I'll review again in a few weeks.

"LiveHelpNow - new user"

Comments: It's been super easy to set up and get running. I was helping customers within an hour. I know that t can tie into Google Analytics which will be very interesting. I do look forward to exploring that.

Pros: I just started using this software and so far I like. It was easily integrated in a Word Press site with a few clicks. There is a remote assistance feature where I can help the customer easily almost like I was there with them.

Cons: I'm still getting used to all the features, there's prob some things that we won't end up using as we were looking mainly for a chat solution.

"Outstanding"

Comments: We have used LHN now for over 1 year and we are absolutely satisfied with the product. Its ease of use and exceptional CS staff makes it a hands down winner.

"Great Customer Service & Really User Friendly!"

Comments: I had the pleasure of speaking with Bianca and she was most helpful in providing me clear direction to the items I was looking for. It was greatly appreciated!

"Great support from Bianca"

Comments: Bianca was helpful with my inquiries, great agent.! Please keep that support. @@@@@@@@@@@@@@@@@@@@@@@@@@@@

"User friendly and a good quality software"

Comments: 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.

"Livehelp has only boosted our ability to communicate with our customers. Great addition for us."

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.

"Great integration"

Comments: 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.

"I have used Livehelp now for years and love it!"

Comments: I sell a lot of service and replacement using the live chat

Pros: It is easy to install, chatting is simple whether on laptop of phone. I am very happy with Livehelp now

Cons: I dont have any cons with the software. I am happy with them and have used it for years for my HVAC company,

"We have had no issues been with you for 7 or more years"

Pros: The ease of use, very easy to navigate with.. Love how we can add candid response helps with quicker chats

Cons: The look of the chat need an update, it hasnt changed since we first started using it.
Needs a new makeover.

"Thrilled by best customer support"

Pros: It's best bang for the buck! It has all the features that you may need for small or medium size business and in addition their customer support is awesome! These folks are always there to help you out with the information you need.

Cons: It's limited in all expects, you can't replace this with something like Sales Force's Live Agent. But in this price point its best.

"It's the equivalent of having someone in the store to greet the customers and assist them browsing."

Comments: It helps in being flexible about working hours and working remotely. The mobility aspect is great. You can respond to queries on the go.

Pros: The ability to text to answer customer queries - the mobility it offers is fantastic for one who's on the go and wants to maximise the opportunities of turning leads into closed deals. Live Help Now organises and stores previous interactions with the customer so at any time you can pull out the big picture. You can customise the chat window or embed it if you don't want a popup window. Integration with social media is neat.

Cons: Considering the range of tools you get for the money, it's a rather great tool when on a budget. There were a few issues at first with setting up alerts for pop ups and having some gone missing as dropped chats but this was at our end. And should you get dropped chats, it's easy to locate them and email them back. This being said, the learning curve is rather easy.

"A great way to get real time data as prospects are reviewing your site"

Pros: They are always adding valuable features to the offering. It's consistent and steady. I cannot remember anytime where we were offline.

Cons: Everything is pretty nice and functional. I guess if I had to pick one thing it would be the layout of the Admin Panel. Navigation the menus could be easier. Again this is an area of the application I almost never have to go in so I can see why layout has not been a priority.