LiveHelpNow

LiveHelpNow

(106)
4.2 out of 5 stars

LiveHelpNow is a Pennsylvania-based customer service software company. Live Chat, Email-Ticket Management, Callback Management, Knowledge Base.

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LiveHelpNow Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

90%
(Based on 16 reviews)
Response Automation

Respond to common requests with standard reply

87%
(Based on 19 reviews)
SLA Management

Service Level Agreement Management

89%
(Based on 11 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

76%
(Based on 15 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

85%
(Based on 13 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

84%
(Based on 16 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

87%
(Based on 15 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

91%
(Based on 12 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

93%
(Based on 10 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

85%
(Based on 11 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

88%
(Based on 10 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

89%
(Based on 64 reviews)
Notifications

Delivers notifications to both sides of the conversation.

85%
(Based on 71 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

79%
(Based on 31 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

79%
(Based on 31 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

85%
(Based on 9 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

78%
(Based on 9 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

85%
(Based on 11 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

92%
(Based on 16 reviews)
Internal Use
Customization

85%
(Based on 61 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

88%
(Based on 54 reviews)
Lead Development

Enables employees to denote potential customers.

81%
(Based on 34 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

82%
(Based on 34 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

77%
(Based on 27 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

81%
(Based on 32 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

88%
(Based on 18 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

84%
(Based on 16 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

94%
(Based on 20 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

89%
(Based on 14 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

96%
(Based on 8 reviews)
Customer and Contacts Database

Central repository for account and contact information

93%
(Based on 9 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

95%
(Based on 9 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

90%
(Based on 9 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

94%
(Based on 5 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

95%
(Based on 9 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

88%
(Based on 13 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

87%
(Based on 13 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

88%
(Based on 13 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

89%
(Based on 11 reviews)
Reporting

85%
(Based on 19 reviews)
Dashboards

87%
(Based on 20 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

88%
(Based on 6 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

86%
(Based on 10 reviews)
Customization

85%
(Based on 61 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

89%
(Based on 15 reviews)
Internationalization

91%
(Based on 10 reviews)
Performance & Reliability

93%
(Based on 16 reviews)
Integration APIs

95%
(Based on 9 reviews)