Industry Focus

Why a good knowledge base can be a game changer for software vendors

By Katie

A knowledge base is not merely something that’s nice to have if you offer software products and services.

It’s as crucial as pushing regular updates, incorporating newer features and ensuring that you have solid uptime if you are operating in a cloud based environment.

Knowledge base is not the same as a help document or a manual. A good knowledge base functions more like a wiki in that it can be regularly updated by multiple contributors and its contents accurately reflect the needs and concerns of users.

A good knowledge base is a living, breathing thing.

So how do you, a software company with hundreds or thousands of users go about building one that is actually useful?


Update: GoDaddy outage brings LiveHelpNow down

By Michael Kansky

Update: GoDaddy services were brought back up at around 5:20 PM ET Today at around 11:00 AM GoDaddy services were

Don’t let shopping cart abandonment kill your ecommerce store

By Katie

Courtesy of

Wanna know the biggest problem e-commerce sites are dueling with?

It’s not inventory, shipping or logistics. It’s shopping cart abandonment (65.23% rate!).

Let’s imagine that right now, at this very moment, a woman named Linda is browsing for T shirts on your site.

Linda sees several T-shirts that she likes and  finally settles on three . The items have been added to the card but she suddenly gets cold feet at the checkout page. She has a number of questions, and there’s no quick way to get answers.

What if the colors on the screen and the color in real life look different? Would she have to jump through hoops to return it?

What are the shipping charges?

What are the guarantees? And why are there no customer reviews?

Normally, in a brick and mortar store Linda can get  answers immediately. But in this context, and especially if Linda is a first time buyer and not very tech savvy  she might simply abandon the cart.

And not only would you lose the sale, but you will also forfeit the marketing costs that brought Linda over in the first place. (more…)

How to Adapt Call Center Tactics to Chatting

By Kathryn

“Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to

6 Reasons Non-Profits Need Chat

By Kathryn

Live chat software has often been touted as a complete helpdesk solution for businesses, but it’s not just for customer

How Colleges Can Benefit from Live Chat

By Kathryn

When it comes to college, the competition is stiffer than ever. Applicants take on multiple high-level courses and extracurriculars in

Google Adwords put live chat front and center, so should you do the same?

By Kathryn

You may already know that AdWords allows you to add extensions to your Google ad, whether it’s your business location,

How can live chat help auto dealers?

By Michael Kansky

The latest tactic that car dealerships are using to increase sales and pull in repeat customers is an up close

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