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How do I view closed tickets?
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LiveHelpNow ticketing system stores your ticket transcripts for 2 full years and allows you to search through past tickets using the "Filter" link under the Tickets tab in your Operator Panel. To view closed tickets in the ticket grid select Filter, scroll down and check 'include closed'. The ti...
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Do you provide chat operators or we need to have ours using your tools? |
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LiveHelpNow is a customer service software suite that only provides the tools for your operators to use while helping your customers, such as live chat, email, callback and knowledge management. If your organization does not enough resources or requires professional, dedicated support team to mana...
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What is “whisper mode” and how do I use it?
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LiveHelpNow patent pending Whisper Technology allows Live Chat agents to monitor and coach each other as they chat with customers. “Whispers” will only appear for your chat agents, not for your visitors. To whisper a message to another operator: Select an active chat session assigne...
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How do I setup canned messages? Can my operators create their own? |
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Canned responses allow you to store commonly used messages like greetings, product/service descriptions, and short answers to frequently asked questions for repeated use when chatting with customers. Canned responses were relocated to Admin Panel > My account > Canned responses and may now b...
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How do I accept chat request and how do I transfer it to another operator or department?
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Please watch this short video showing the steps to accept and transfer chat requests ...
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How do I manage the chat windows when I am chatting with more than one customer? |
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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/...
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How do I close a ticket? What does “working” or “waiting for response” mean?
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LiveHelpNow Email-Ticket Management allows you to manage inquiries collaboratively in order to provide the most service to your customers in the least amount of time. Each Ticket starts out as “Open” in the ticket grid and ends up “Closed” when it is resolved. Select an op...
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How do I view the session History for a visitor? (The pages that a visitor has visited in this Particular Session on my Web site). |
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1. Select a visitor in the visitors grid: 2. Click on "Nav history" tab to see navigation history. ...
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How do I search chat history? I want to view past chats I've had with customers
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It's easy to view transcripts from past chats in LiveHelpNow live chat software. Here are the steps: 1. Switch to Admin Panel2. Click the "Analytics" tab at the top right.3. Select Chat System on the left, click the "Chat Transcripts" report, and enter a date range at the top-right to retreive you...
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How do Proactive Chat Invitations work? |
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Proactive messaging allows LiveHelpNow chat operators to proactively invite browsing visitors to chat by sending a custom tailored message based on visitor's location, a page the visitor is on or any other factors. Consider this: Your website sells cars. A visitor arrives to your website and L...
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I would like to see a video demo of the software and possibly request a live demo with a LiveHelpNow specialist
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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...
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How do I chat with my international customers using real time language translation? |
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We've harnessed the power of Google Translate in order to provide you with real-time language translation in a chat session. If your customer's first language is something other than English, they can now type in the language they're most comfortable with and their text will be translated, on the f...
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What is a watcher? When should I add watchers to my support tickets? How do I do that?
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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 ...
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Where do I find LiveHelpNow reports, and how do I generate them? |
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A wide variety of website performance reports can be generated by logging into your LiveHelpNow account and switching to Admin panel -> Analytics. If you cannot see the Analytics tab then you do not have access to reports. If you need access to Analytics, contact your Administrator. To genera...
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Why does time duration in reports show as time in Excel?
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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...
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