Get to Know Your Customers

Realtime Visitor Monitoring: Do you know who your site visitors are? Are they more than just numbers to you? Get to know your visitors better by viewing helpful information about each one; like where they are from, how they found your site, if they are a returning visitor and even the search engine that sent them.

Create Customer Lists: Would you like to inform your customers of an upcoming sale, a special event on your site, or just analyze your customer base? LiveHelpNow creates exportable lists of your customers so you can see them as real people and not just statistics.

Gain Social Insights: Why wait for a “like” to learn about your customers interests? Chats display your visitor’s open social network profiles. Do you have products that match their tastes? Chances are, your visitor’s social data can guide your chat operators into making a sale.

Custom Information Feed: Your visitor’s behavior is saying something. Read between the lines. The information feed gives the chat operator a full picture of what your customers are up to. What’s in their shopping cart? Which products are they browsing? Could they use some help? Use the facts to close a sale.

Increase Sales with Realtime Tips!

Generate a List of Hot Leads: Do you ever wish you had some information on those customers that almost made a purchase? Now you have a second chance to change their minds. The follow up might be just what they needed to decide to buy.

Patent Pending Billboards: Create your own promotional ads and display them to chatting visitors. Send the right messages to motivate sales!

Visitor Triggers: Every sale starts out as that crucial moment when your product’s price matched it’s benefit for your customer. Think of visitor triggers as an insider tip on precisely when and how to present those benefits in a personalized way that seals the deal. Visitor triggers can notify agents in real time when visitors complete desired actions, send out custom chat invitations automatically, and accommodate custom scripts so you can present special offers. Automate the sales process with Visitor Triggers.

Set Up & Get Integrated in Minutes

Plugins: Do you use a content management (CMS) system? Get set up in minutes with our help desk plugins for Wordpress, Joomla, Drupal, Magento, Prestashop, and CS-Cart. If a plugin doesn’t work with what you have, simply paste a snippet of code into your site. Installation questions? We can help.

Integrate with any CRM: LiveHelpNow works with any CRM system using our flexible, public API. LiveHelpNow also integrates with SalesForce CRM right out of the box.

Hand-on Remote Assistance: Remote Assistance helps us pin-point technical issues and resolve them with ease. LiveHelpNow's Join.me integration allows you to view a chatting customer's screen in real-time, share mouse and keyboard control, and provide hands on assistance.

Eventing API: Eventing API is a feature your webmaster will love. It provides a customizable, dynamic, streaming API. Subscribe and receive specific data based on customized options; reducing resources, server strain and general overhead. Eliminate delays in transferring LiveHelpNow data and increase efficiency.

Enterprise Integration Support: Have a demanding technology environment? Avantia, our preferred partner, has deep technical experience integrating LiveHelpNow across diverse websites, content management systems and CRM systems.

Get Honest Feedback and Analytics

LiveHelpNow Reporting and Analytics: The facts don’t lie. Right now there is a wealth of information on your site holding vital clues to your perfect sales formula. LiveHelpNow Analytics focus in on the data that matters most to your bottom line, including a wealth of operator and website performance reports.

Create Customizable Surveys: Stop wondering what your customers really think... ask them outright. Create customizable surveys that start a conversation about what your customers really want. Their suggestions may lead to simple changes that make a big difference!

Export Chat History & All Other Reports: You need a strategy for learning from your performance. Exporting chat history and report data into Microsoft Excel can help you spot trends, make correlations and find answers hidden in your own data.

Supplement Your Existing Analytics: Do you already have a Google Analytics account that’s found the magic formula for spotting interested customers? No need to start over. LHN integrates seamlessly with your existing analytics accounts, and provides additional information to make the formula complete.

Integration Expertise Available: Avantia, our preferred partner, can help integrate the analytical power of LiveHelpNow into your existing legacy dashboards and business intelligence systems.

Customize Your Environment

Create Your Own Business Rules: Do you want to give every visitor a direct route to customer service? Prefer to send visitors with items in their shopping cart to sales? Create custom rules for how your site routes different visitors to your operators. You're the boss, LiveHelpNow lets you do what’s best for your business.

Support Multiple Sites at No Extra Cost: Do you have more than one website? Why not make what works for one, work for all. Keep your support consistent and provide a unique experience to visitors on all of your sites with individually branded chat windows.

Unlimited Canned Messages: A well thought out reply makes the best first impression. Be ready for any customer service conversation with unlimited responses to common questions. Don’t limit your pre-made replies to text; add useful links and images as well, while safeguarding your grammar with spell check on the fly.

Instant Language Translation: We've harnessed the power of Google Translate in order to provide you with realtime language translation in a chat session. If your customer's first language is something other than English, they can now type in the language they're most comfortable with and their text will be translated, on the fly, along with your replies.

Advanced Customization Support: Avantia, our preferred partner, has experience integrating LiveHelpNow functionality and tailoring user experiences across multi-national enterprise sites.

Manage and Train your Employees

Realtime Agent Monitoring: Stand over your employee’s shoulders without breathing down their necks. See how your agents are handling customers in real time, and reserve the option to take over if they need some help.

Patent Pending Whisper Technology: Collaborate and coach with a simple whisper. Train new agents without your customers noticing a thing. A supervisor or seasoned expert can assist operators by whispering private messages into their chat sessions. Agents can be mentored with a safety net of senior operators ready to take over the conversation at a moment's notice.

Set each Operator’s View and Access: Stay in control of the situation by administering operator privileges as you see fit. LiveHelpNow operator profiles are easy to manage and fully transferable.

Route Support by Skill: Some agents are inevitably going to be better at some tasks than others. Some may excel in customer support, while others have a real knack for sales. Route visitors based on an agent skill set and align your customers perfectly with the support personalities available.

Enterprise roll out know-how: LiveHelpNow is a robust system with many features. Managing large-scale implementation and training processes are just some of the areas our preferred partner Avantia can help.

Take LiveHelpNow on the go!

Chat on the Go with Mobile Apps: LiveHelpNow Apps are available for iPhone, Android devices or use any internet connected mobile device to chat with customers. Your customers can chat with you on the go as well, using any browser or mobile device!

Transfer Chats Between Operators: If you need to run out mid-chat , transfer the chat to another operator. Is there someone on your team that knows your product inside and out? Use a chat transfer to get your customers the best answers to their questions quickly.

Never Miss a Chat with the LiveHelpNow Alerter: Multitask and manage your chats with the LiveHelpNow Alerter. The Alerter gives you the freedom to do other work on your computer without neglecting the customers that wish to chat with you.

Offline Messaging: Receive messages even when you're offline. Keep track of the big picture by adding Email-Ticket Management and Call Management systems to accommodate customers 100% of the time.

Enhance the Impact of What You Know

Transfer Files As You Chat: Do you have documents and files that could supplement your answers? Send them effortlessly right through the chat window, and reserve the option to receive files from customers.

Tag Your Chats for Later Review: Your staff took 100 chats this week; how many were for sales, how many for support, how many were for something else? You can choose multiple tags per chat, classifying a chat as a sales inquiry, a technical question, or a billing question just to name a few. Tagging conversations allows you to benefit from knowing what types of inquiries drove your customers to chat.

Chat Transcripts for Customers, Chat History for Agents: Receiving transcripts gives customers detailed answers to their questions, which can deflect future inquiries. Transcripts also give the chat operator specific customer history, allowing the operator to personalize the conversation.