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Category: General Questions
35 Articles
Orange arrow Why does time duration in reports show as time in Excel?

  By default, Excel displays the format hh:mm:ss as time am/pm when clicked whether it is real time or time duration. This is just they way Excel views the data within the cell, but you may still add time duration if needed. As refered to an article from Microsoft here are the steps to take to ac...
Orange arrow Do you have questions about your Operators and their Functions?

  When it comes to managing your operator panel, there are a few “must know” tools that will make it easy. Getting set up may feel overwhelming, but we are here to turn angst to ease. Once we answer some of the frequently asked questions regarding the functionality, maneuvering through th...
Orange arrow How do I manage the chat windows when I am chatting with more than one customer?

  LiveHelpNow is very proud to introduce "color driven chat", designed for stess-free simultaneous chatting.Here's how easy it is to chat with multiple customers at the same time in the LiveHelpNow live chat software operator panel:Each chatting visitor is marked with a colored icon according to his/...
Orange arrow Can your system be used with dynamic and secure web pages? Does it work properly on Linux hosting?

  LiveHelpNow system will work on any website, any webpage, any architecture!When you install LiveHelpNow system on your website all you do is copy paste a small snippet of HTML code which has all functionality included....
Orange arrow Can I view visitors raw log data (IP Address, Hostname, etc.) for more than 2 days?

  LiveHelpNow stores visitor raw log data (IP Address, Hostname, etc.) for 48 hrs. The raw data is analyzed every 24 hours and compiled into individual reports (i.e. visitors by country/city, referrers, computer type, search keywords, search engines, chat session origin, and many, many more) Once...
Orange arrow How many web agents does my site require?

  It all depends on how many visitors your site receives daily.On average 1 chat agent for each 50 daily visitors should be sufficient.So if your site serves 200 unique visitors daily it is recommended to have 4 chat agents assuming the live chat button is installed in visible location on your websit...
Orange arrow Can my agents handle more than one chat at a time?

  Absolutely! The LiveHelpNow operator panel is layed out in order to helps an agent serve up to 5 chat session simultaneously with minimum stress. Of course an agent can serve unlimited chat sessions at a time, we just recommend no more than 5. How do I manage the chat windows when I am chatting ...
Orange arrow What is sentiment analysis?

  Sentiment analysis uses a selection of words and phrases that will add either a positive or negative value on the chat. If we detect any negative words or phrases said by your customer during the chat it will automatically flag it as a potential negative chat. This sentiment will be determined upon...
Orange arrow What makes LiveHelpNow different than other Help Desk Software companies?

  LiveHelpNow is a suite of tightly integrated online customer service tools for businesses both large and small that transforms online sales and customer service to be absolutely exceptional. LiveHelpNow features a Live Chat System, Email-Ticketing Management, Call Management and a Knowledge Base ...
Orange arrow What is LiveHelpNow? What does it do? How does it help? Why is it the best help desk software today?

  LiveHelpNow is the most comprehensive customer service solution on the market today with 6 years in a row being awarded #1 spot by TopTenREVIEWS and being included in Inc. 5000 list of fastest growing companies Superb multi branding abilities allowing a call center of any size use LiveHelpNow to s...
Orange arrow What is Email-Ticket Management and why do I need it?

  What currently happens if a customer issue or question is reported but you can't address it immediately?How do customer issues or questions even get communicated, probably email or contact form?What quality assurance do you have in place to make sure that a customer question or issue has actually b...
Orange arrow What is a watcher? When should I add watchers to my support tickets? How do I do that?

  A quick Google search will tell you that a watcher is "a person who observes something attentively or regularly". The 'watchers' feature is best described as an 'ongoing carbon copy' of ticket updates to people that need to be kept informed of changes to the ticket's (or customer's) status. This ...
Orange arrow I would like to see a video demo of the software and possibly request a live demo with a LiveHelpNow specialist

  Here are some of the resources you may want to check out to get quickly introduced to LiveHelpNow customer service & lead capture platform Quick video intro Quick start guide (PDF) Recorded live demo Independent review Screenshots Live Chat system intro Ticket system intro Support Syst...
Orange arrow  How fast can chat be set up on my site?

  A non-technical person can have chat system setup within 10 minutes.A technical person within 3 minutes....
Orange arrow Is there a limit to the number of chats I can have each month?

  LiveHelpNow does not have ANY limits. You can have unlimited number of chat sessions, submitted tickets or recorded support system KB articles each month....

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