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LiveHelpNow’s help desk software is perfect for call centers of all sizes. Even if your call center represents more than one brand, there is no limit to the coverage our platform can provide. Your team will have the ability to create and customize unlimited chat portals, workflows, and supporting content all unique for each brand your call center supports.

LiveHelpNow also provides intelligent skills-based routing so that incoming chats are assigned to the most suitable agents. Features like agent monitoring and whisper technology (US Patents Nos. 9,178,950 and 9,584,375) will allow supervisors to easily train and coach their staff in real-time. You won’t have to worry about hiring bilingual representatives either. LiveHelpNow’s cutting-edge software will give your operators the ability to instantly translate messages into any language.

And don’t forget our real-time sentiment analysis. Our live chat system automatically monitors all conversations with an algorithm that has been formulated to count the number of positive and negative words exchanged between the operator and the customer. Your staff will be notified via email of any negative sentiment chats so your supervisors can immediately rectify even vaguely unpleasant exchanges. No customer left behind ever again!

Need to assign special permissions to selected agents? Like running reports, changing knowledge base or canned response content, deleting data or managing other agents? No problem! LiveHelpNow offers vast user permission structure!

Take control of the experience your customers have on your website with Targeted Engagements. Targeted Engagements (a.k.a visitor triggers and automations) will allow you to interact with your online visitors in a way that will have the strongest impact. Our system will assess users’ attributes, so you will have the opportunity to appeal directly to their interests.

These engagements can come in the form of chat invitations, banner announcements, coupons, or special offers. The best part is that the nature of the content can be pre-determined by you and your staff. Your LiveHelpNow dashboard will contain an extensive list of pre-chat conditions for which you can create custom, targeted messages. The visitor trigger settings will then allow you to pre-plan the interactions that will display intuitively when your customers exhibit certain behaviors. For instance, a shopper that has taken a long pause on the shopping cart page may receive an automatic chat message that encourages purchase completion. This particular visitor may be presented with a 10% off promo code or offered navigational assistance.

Targeted engagements can even be optimized to route your customers to the appropriate department. Visitors can be routed to certain representatives based on the webpage where they started their chat or by the details collected at the start of the chat. If you’d prefer, settings can also be configured so users can choose the department they speak with.

Tag Statistics Reports

Want to start learning more about your client base? Our chat and support ticket tag statistics reports will give you an in-depth look at your business’s customer service trends. LiveHelpNow customer service system automatically tags chats and support tickets to associate them with certain topics and customer behaviors. Once your interactions are tagged, you will be able to generate reports that will allow you to view conversations organized by category. These reports are also interactive. So the days of wading through your entire communication history for valuable consumer insights are over. With a simple click you will be able to view the transcripts associated with each tag.

Survey Statistics Reports

Customer satisfaction surveys are one of the most important tools included with our live chat and support ticket systems. Not just because they have the capability to gauge the quality of your teams’ support in real-time, across multiple communication channels (i.e. website live chat, text messaging, email, social media interactions), but also because the information collected from post-inquiry surveys can be sorted into agent and rating specific reports. These reports are interactive as well, so any negative survey results can be pinpointed quickly and easily to the actual conversion between an agent and the customer! This allows your staff will be able to immediately review and resolve any issues. In addition, management will be able to determine which agents handled negative interactions and what specifically went wrong within each conversation.

Conversion Reports

LiveHelpNow conversion reports will allow you to track which chat or email lead your customers to complete pre-established goals. Objectives don’t have to be just monetary either. Our reports can track any “goal” from free meeting sign-ups to video views and social media likes. The platform will also allow you to comb through chat transcripts and email inquiries and determine which interactions and marketing campaigns were met with the most success.

Chat Sentiment Analysis Reports

If a customer fails to fill out a post-chat survey, that doesn’t mean that LiveHelpNow software won’t be able to alert you when a customer has had a lackluster experience. Chat Sentiment Reports will give your team an opportunity to pander to customers that otherwise may have fallen through the cracks. For example, maybe a customer isn’t completely happy with your service but chooses to forgo voicing their complaints to management. LiveHelpNow software is designed to hone in on any negative interactions within a chat. It then logs the incident into the system automatically. Not only will you be immediately notified of unfavorable exchanges, but you will also be able to run Sentiment Analysis Reports to pinpoint problem representatives and areas where your customer service needs improvement.

With our software, your team will always remain at the forefront of the customer service industry’s latest technological advancements. LiveHelpNow’s developers are constantly making updates and developing new features. More importantly, we have a reputation for delivering innovations to our clients in record time. We are always ready and listening to our users!

In addition, LiveHelpNow is the only help desk platform on the market to offer Embedded Windows that do not use IFrames! To put it simply, you will be able to offer your customers the most valuable experience without compromising your website’s branding. You can turn an embedded window into a searchable directory of your knowledge-base articles or you can completely re-design your live chat window to match your company’s color scheme. The sky is the limit!