LiveHelpNow improves online customer service with updates to key features and analytics.

May 24, 2013 | 0 comment

LiveHelpNow is announcing the release of updates that improve the customer’s mobile experience, enable easy and accurate reporting for business owners and offer more customization for administrators, operators, and customers.

General Updates

A fully mobile customer experience.
All of LiveHelpNow’s features that your customers use and depend on are now fully optimized for smartphones and tablets. Customer facing forms including chat buttons and ticket forms are compatible with all mobile devices.

See the lay of the land at a glance.
Get a birds eye view of which operators are online and open visitor filters in popup panels. Knowledge Lookups can now be done with better visibility of the entire console.

Share canned messages with specific operators & departments.
Administrators can now share canned responses, links and images with specific agents & agent groups. Here’s how:

Switch to Admin panel > Chat system > Canned messages > (select Responses, Links, or Images)

  1. Click the ‘Share’ link in the info panel on the right-hand side.
  2. Select Share or Replace.
  3. Select Operators (or Departments).
  4. Click the ‘Share’ button.

Canned response sharing


Encourage operators to tag Tickets and Callbacks.
Chat conversations have always been easy to tag. Now both tickets and callbacks will prompt LiveHelpNow operators to select appropriate tags whenever they submit a comment. This feature will only be shown if you have setup tags. Learn more about tags.

Encourage chat tagging


Chat System Updates

Find the words instantly with canned response search suggestions.
All of your canned responses will now be searched instantly and appear as soon as your start typing. To disable this feature, select the yellow gear icon below the send button.

canned messages suggested search












A quick and easy answer in shortcut keys.
Answer customers quickly and efficiently with keyboard shortcuts for your pre-written canned responses. Assign your nine most frequently used responses as quick keys. Access the responses in Windows by simply pressing “Alt”+ the number of the predetermined response, or “command”+ the desired numbered response for Mac.

Setup canned response keyboard shortcuts in (Admin panel > Chat system > Canned messages > Responses) The top 9 canned responses correspond to shortcut keys.

Make sure your operators only receive chats they can understand.
Set the countries or regions from which you will allow chats to be initiated. Don’t foster the potential for your customers to have a negative experience by allowing chats with language barriers between customers and operators. How to ban countries or regions from chatting: Switch to Chat system > System setup > System settings > (Disable Chat by Country)

If you prefer to chat with international customers no matter what language they speak use the LiveHelpNow real time chat translator

Always know when to leave.
When a chat is over and your customer has received the answer they need, you may not want to prompt them with chat timeout messages. Customers and chat operators both know when the conversation is over, yet chat windows are sometimes left open idly.

Choose when and how your customers are prompted to leave a message by customizing post-chat workflow in Admin panel > Chat system > Customization > Chat window > Select a window > (Customize post-chat workflow > Show chat session timeout prompt)


Bug FixThe chat box in the Operator Panel will no longer scroll up automatically in extremely long chats.


Tickets now offer more simplicity and enhanced security

When your customer submits a ticket an email trail begins. The ticket life cycle between operator and customer may include several email interactions. You have always had the option to customize what those emails look like with email templates, but now you have the option to preview each template’s layout in real time without having to submit any changes.

See for yourself in Admin panel > Ticket > Customization > Email.

Preview ticket email template

Forward ticket information to coworkers that aren’t operators on your LiveHelpNow account. Now you can add a comment to the forwarded ticket and choose whether to send the public copy or the private copy of the ticket transcript.

Ticket email with comment

The customer-facing ticket info screen now has tightened security, ensuring that no sensitive customer email information is unnecessarily displayed in URL bars.

Ticket search-ability has also increased for customers with the ability to see their entire ticket history in one place, including the ability to navigate from ticket to ticket quickly using an accordion-style interface.


Keep operators in the know with knowledge base notifications

In Admin panel > Knowledge > Settings you can decide when operators are notified about changes to Knowledge Base articles. Update them often with alerts about additions and changes, or keep the news minimal with no notifications at all.

You can now track the history of each individual knowledge base article, keeping tabs on what information changed and when.


New website analytics, New details on past chats.

Discover the most promising & troublesome spots on your website with new analytics reports.
You can find the most popular doors your customers use to enter your site with landing page URLs. Knowing where a customer first arrived on your site affords valuable insight into the effectiveness of your Google Adwords campaigns. On the flip side, you can also track which pages your customers have the most trouble with on your site. LiveHelpNow reports now reveal the URLs of where customers initiated chats. How to generate reports.

See the full spectrum of chat history
Your customer’s chat history can now be revealed with the option to see when a chat was initiated, when a chat was ended, who terminated it and whether or not your customer left a message. The full chat transcript can be automatically mailed to your customers and chat admins as well, giving both parties a copy of the conversation for later reference. How to find past chats.