Chat support suite

Real-time support solution that’s super fast and oh so reliable.

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HELP DESK SUITE

Our flexible ticketing platform is a cinch to use for any agent.

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FAQ BUILDER

Speed up all your support processes with integrated FAQ pages.

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Applications
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Plugins & Integrations
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Documentation
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Help Desk Analytics

Customizabel dashboards, real time feed of CSAT scores, Live Chat and Support ticket response rates, Knowledge base usage and many more

Analytics

Analytical Reports

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.

Review conversations

Gain real-time access to each conversation customers have with your team in the operator panel and review past conversations in LiveHelpNow Analytics. Recent conversations with customers are displayed to operators automatically as they chat, resolve tickets, or answer callback requests. In Analytics reports, search through past conversations by date, operator, customer details, or any other keywords and export search results to Microsoft Excel.

Generate lists of contacts

Every time a customer has a conversation with you they’re expressing interest in your products or services. LiveHelpNow captures the contact details of visitors that connect with you and lets you export this data for sales or marketing purposes.

Analyze performance reports

Detailed Analytics reports allow you to see how many visitors browse your site, how many start conversations with your team and how effective these conversations have been for your business. Track website, operator, and team performance in real time and after the fact with customer satisfaction surveys.
If you already use Google Analytics to monitor your site, LiveHelpNow services integrate seamlessly.

Take the LiveHelpNow Challenge

A customer favorite, The LiveHelpNow Challenge is a dashboard that starts with your overall account performance score and the 12 customer service metrics that are used to calculate it. Each customer service metric on the Challenge dashboard links you to resources that can help you improve your overall account score.

Here are only some of the reports offered


Executive Reports

  • Main Overview
  • Marketing Overview
  • Content Overview
  • Website Errors

Marketing

  • Referrers
  • Referrer URLs
  • Search Engines
  • Search Terms
  • Landing Pages

Website Visitors

  • Daily Visitors
  • Visits vs. Pageviews
  • New vs. Returning
  • Visitors by ISP
  • Visitors by Country
  • Visitor Languages
  • Hourly Visitors
  • Top Content
  • Top Exit Points
  • Browser Versions
  • Platform Versions
  • Browser / Platform Combo
  • Screen Resolutions
  • Screen Colors
  • Java Enabled
  • Raw Visitor Data

Chat System

  • Operator Time Clock
  • Daily Live Chat Statistics
  • Daily Live Chat Breakdown
  • Chat Transcripts
  • Chat Transcripts (Bulk Print)
  • Survey Statistics
  • Survey Statistics by Operator
  • Chat Sentiment Analysis
  • Chat Launch URLs
  • Contact List (pre - chat window)
  • Secure Forms Data

Call Log System

  • Contact List (callback requests)
  • Calls by Tag
  • Export Call Log
  • Secure Forms Data

Support Ticket System

  • Ticket System Detailed Statistics
  • Ticket System Performance
  • Contact List (ticket submissions)
  • Tickets by Category
  • Ticket by Priority
  • Tickets Export
  • Ticket by Assignment
  • Tickets by Tag
  • Ticket Survey Statistics
  • Ticket Survey Statistics by Operator
  • Secure Forms Data
  • Ticket by Hour

FAQ / Self Service System

  • Search Terms
  • Highly Rated Content
  • Poorly Rated Content
  • Most Viewed Content
  • Least Viewed Content
Analytic Reports
Questions?