LiveHelpNow Reviews

“The best chat support tool for assisting our customers

Pros

It integrated into our website in just a few steps. It displays different interactive messages to website visitors based on their behavior.

Cons

So far, I haven't found any shortcomings or areas that could be improved.

“Most efficient chat support app available

Pros

The widget is fantastic! It pops up automatically and invites website visitors to chat with us, and we also get notifications to start the chat.

Cons

It would be nice to have more options to customize how the chat bubble appears on the website.

“Top platform for customer service

Pros

What I love about Live help now is how it simplifies customer service. You can integrate Chat, SMS, Email, Support KB Articles, and callback features all in one platform. You can even use it as your call center with Zoom. I love how fast support responds to issues and how feature-rich the platform is. There's so much you can do with just a few clicks when chatting with someone, which makes using the interface really simple.

Cons

The admin interface feels a bit outdated, and some parts are not super intuitive for non-technical users but considering the large number of features included, it's understandable. My only other issue is the inability to have an "admin" user without rights to chat, email, etc and having to pay for that seat instead.

“met all my needs

Pros

When I was searching for a communication product, LiveHelpNow was the only one that gave me the full "ala care" experience.

Cons

The system can be a little clunky to operate at times.

“Great product at an excellent price

Pros

The price point is great. Support is super responsive and helpful. Feature requests never feel like they disappear into the aether. Permissions granularity is fantastic.

Cons

I can't disable the challenge scoring system which is what I do not like. For our use case, we don't need the system to score staff service quality and compare it to other staff members and it doesn't create a productive environment for us. I just tell staff to ignore the number. The configuration settings can be a bit difficult but after some time, that goes away. I really haven't had to tweak much since the initial setup, aside from adding or removing agents. Their onboarding support is also super responsive, which helped alleviate that frustration.

“Definitely recommend!

Pros

After being customers for so many years and using multiple LHN tools, we are very so happy with everything! The reporting and other tools are really robust. They do a great job of keeping up with technology. Their service is excellent and always spot on. We work with their customer service rep, who's awesome!!!, very knowledgeable, quick, and helpful!

Cons

Really have nothing to share here because if there's ever a concern or question, it gets addressed immediately.

“Reliably great over the years

Pros

We've been loyal customers for many years. I be hard pressed to give you an example of any downtime for the chat service , it's very reliable. The products are easily customizable, and help is always available when needed.

Cons

Actually I really don't have any specific complaints, just that due to the many customization options, you may need some help but their support team is great and will guide you through anything.

“Fantastic product with outstanding client support

Pros

Aside from the product itself, the Houston Methodist team really values the staff at LiveHelpNow. They respond quickly with easy solutions to any issues that come up. Jared Brown has been readily available for troubleshooting, training staff and finding new ways to use the LHN tech to help us work smarter, not harder. Even the billing department is fast to respond! The analytics produced by LHN save the staff tons of time, as this was previously a manual process. Reviewing the product's effectiveness has never been easier!

Cons

Nothing negative against LHN but we haven't fully utilized the platform in terms of AI, call integration or their version of a chatbot due to using other vendors or security restrictions within our organization. We use LHN to assist our HR support team but as a healthcare organization, we always need to be cautious about potential data leaks. That said, I can see how this tool is fantastic for sales or organizations that don't deal with personal health information. I'm glad to have worked with this vendor and commend them on their flexibility to make this an effective tool for our business needs!

“Quick and personalized support

Pros

The platform is incredibly easy to use. When I have a question, I get fast and personal service with clear, understandable instructions. The customer support rep has been awesome for me.

Cons

Some of the new tools are a bit intimidating to me when setting up.

“Knowledgeable and professional

Pros

The personal touch from the support team is something I truly appreciate. LHN has evolved its products over time, and these updates have helped to revolutionize our business.

Cons

The reporting could be more precise and easier to transfer.