LiveHelpNow Features

LiveHelpNow

Help desk and live chat solution for customer service

4.6/5 (70 reviews)

LiveHelpNow Feature Summary

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

Competitor Feature Comparison

@mentions
API
Access Control
Alerts / Escalation
Archiving & Retention
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
CRM Integration
Call Recording
Callback Scheduling
Categorization
Chat
Chat Transcript
Client Portal
Contact History
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Email Integration
Email Templates
Employee Management
Employee Onboarding
Employee Profile
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Follow-up Scheduling
HIPAA Compliance
Help Desk Integration
Inbox Management
Instant Messaging
Lead Capture
Lead Distribution
Lead Generation
Mobile Integration
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 Data
Real Time Monitoring
Real Time Notifications
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Social Media Metrics
Social Network Marketing
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Training Management
Visitor Tracking
Voice Mail
Visit WebsiteCompare App
@mentions
API
Access Control
Alerts / Escalation
Archiving & Retention
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
CRM Integration
Call Recording
Callback Scheduling
Categorization
Chat
Chat Transcript
Client Portal
Contact History
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Email Integration
Email Templates
Employee Management
Employee Onboarding
Employee Profile
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Follow-up Scheduling
HIPAA Compliance
Help Desk Integration
Inbox Management
Instant Messaging
Lead Capture
Lead Distribution
Lead Generation
Mobile Integration
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 Data
Real Time Monitoring
Real Time Notifications
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Social Media Metrics
Social Network Marketing
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Training Management
Visitor Tracking
Voice Mail
Visit WebsiteCompare App
@mentions
API
Access Control
Alerts / Escalation
Archiving & Retention
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Behavior Tracking
CRM Integration
Call Recording
Callback Scheduling
Categorization
Chat
Chat Transcript
Client Portal
Contact History
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Import/Export
Email Integration
Email Templates
Employee Management
Employee Onboarding
Employee Profile
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
File Transfer
Filtered Views
Follow-up Scheduling
HIPAA Compliance
Help Desk Integration
Inbox Management
Instant Messaging
Lead Capture
Lead Distribution
Lead Generation
Mobile Integration
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 Data
Real Time Monitoring
Real Time Notifications
Receiving
Reporting & Statistics
Request Assignment
Role-Based Permissions
SMS Integration
SSL Security
Search Functionality
Social Media Integration
Social Media Metrics
Social Network Marketing
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Training Management
Visitor Tracking
Voice Mail
Visit WebsiteCompare App

Mobile apps

iOS App


8 reviews

Requires iOS 12.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


80 reviews

LiveHelpNow Feature Reviews

25 reviewers had the following to say about LiveHelpNow's features:

Anonymous
(Hospital & Health Care company, 1-10 employees)

Great integration

2019-12-12

Livehelpnow is a very good easy to implement web based tool.

Pros

Simple to implement and set up workflow. Interface is easy.

Cons

Mobile response to a customer inquiry was a little quirky.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
John Conde

Large call center, life saver

2018-06-15

Multi brand support with ease

Pros

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Edwin S.

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

2018-07-28

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

Integration with social media is neat.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 501-1000 employees)

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No

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?

Read more
Vanessa Lew

Fast, reliable customer support for a reliable and lightweight tool

2018-06-14

The ability to track chats and timing of initiated chats through the analytics and reporting that's easy to use.

Pros

The team's quality of customer support, speed, and care.

Cons

They take customer feedback seriously and are a very friendly team

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ken Ashton

Great product, excellent customer service.

2018-06-14

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

Also when using the browser based version you need two sessions open if you're working on tickets to see notifications.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Nuno Alves

The support staff has always been very helpful with any questions i have.

2018-06-15

increased customer service support and sales

Pros

great reporting for daily use, traffic to site, dropped chats, etc great support with any questions or concerns.

Cons

would prefer the embedded chat window which may already be in use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Cody Male

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

2018-06-14

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

LiveHelpNow works great, always getting better

2018-06-14

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Frank Banta

Canceled service

2018-06-11

Pros

An advanced system and can report a lot of data.

Cons

No real hands on support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from LiveHelpNow


Hello Frank,
Thank you for taking the time to submit the review!
Not sure why you weren't offered hands on support, we have a full department for that.
Please reach out directly for customize at livehelpnow.com if you need any customization done. It is absolutely free and is done within 24 hours.
Very sorry.
LiveHelpNow crew

Read more
Elizabeth Langlois

Love live help! The functions available are amazing and the support is perfection every time!!

2018-06-18

Pros

The analytics, the integrations with your email and rep!!!

Cons

I have nothing I can say in this area. Truly the best! LiveHelp really goes above and beyond our expectations and anything we ever need, they help us with even if its new for them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Great stand-alone Chat platform

2018-06-12

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Joe Ablan

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

2018-06-12

And, it has the ability to send offline and after hours messages.

Pros

Relatively easy to use.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jevon Ciciliot

Right in the mix with the top Chat companies

2015-07-20

We've used a few different chat software companies over the last few years but LiveHelpNow has fit in the best.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

User friendly and a good quality software

2018-06-14

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.

Cons

The interface is just so simple and it sometimes monotonous to look at it everyday.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Perla Fagundez

Excellent support and dedication from Christina

2016-09-14

Pros

the features, very good, the agent was very helpful I would like the survey to be shorter keep up the good work

Cons

we need an IN-APP AND IN-WEBSITE white label chat feature, that I understand is still in beta.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering LiveHelpNow

more integrations, like phone system integration so when you are chatting your phone automatically does not ring or viceversa

Source: Capterra
Helpful?   Yes   No
Read more
Jorge Hernandez

Excellent on all fronts. Have never had an issue...

2018-06-08

24/7 chat support on our site for 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.

Cons

I have used other chat software and they all fall short of this...

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Apparel & Fashion company, 501-1000 employees)

Easy to customize to suit your needs!

2018-09-24

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.

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
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
C'aira Westebbe

Great Service!

2016-09-21

I had a question about the alerter software and the color key for chats.

Cons

When the Main Operator Panel is on the screen, you do not receive a reply alert.. The personal image on the individual chats, it would be nice to choose from different chat window layouts.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

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

2018-06-14

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.

Cons

This is for the feature where you can reach out to people on your website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Mark Willard

Best economical chat app in the market

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.

Cons

Wish, the welcome chat window was visually customizable similar to modern chat system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

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

Read more
Sam Yi

My experience over the past 2-ish years has been a positive one.

2018-06-15

Pros

It's definitely very easy to use as well. The UI is simple.

Cons

The UI could use an update.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Ashley Fleming

Easy to setup, use, and assess efforts via analytics.

2018-06-08

Pros

The analytics are great! I love that it serves as a comparison/confirmation tool for Google Analytics as well.

Cons

I wish it integrated with Technoloutions' Slate CRM. At this time, after a chat we have to manually add our LiveChat interaction to a prospect's record.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
ayush Chandrashekhar

Amazing Product For LiveHelp. Must use for Small and Big Enterprise. Recommended

2018-03-13

Pros

Very Good Support. 3. UX is Nice.

Cons

Adding more channel for support would be a good idea. 2.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Todd Williams

I have been using LiveHelpNow for approx 5 years - all the features we need, great support.

2018-06-13

Pros

The Alerter app is very helpful, as well as canned responses and links.

Cons

Sometimes, chats get misrouted, but this is rare and is probably related to a problem with our website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more