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Why LiveHelpNow Help Desk Software is Different

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 Here are just some of the features that differentiate LiveHelpNow from other help desk platforms: [...]

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LiveHelpNow Data Protection and Storage

All account data (chat transcripts, tickets, call records, knowledge base articles) is stored at Rackspace SOC 2 Type II certified data center in Chicago with backup site in Virginia (SOC 2 maybe provided upon request). The data is transmitted via 256bit encrypted SSL channel, stored behind a firewalls and encrypted at rest. We use Transparent Data Encryption(TDE): [...]

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About GPR regulation These new provisions create a unified European framework for personal data protection which until now has been governed by the French Data Protection Act of 6 January 1978 and the EU directive 95/46/CE adopted in 1995 and transposed into French law with Law 2004-801 of 6 August 2004. These texts established the principles relating to how the personal data of natural persons [...]

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Using LiveHelpNow Support Ticket Software for Drip marketing (Lead nurture)

You can easily setup LiveHelpNow support ticket software to serve as a drip email marketing campaign for lead nurturing. Let's consider the following very typical case: Send automated email to prospects who inquired about pricing after 24 hours, 72 hours, 1 week and 1 month. Steps to configure: Create a new ticket category "Pricing inquiry" in Admin Panel - Ticket System - System Setup - [...]

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Changing customer provided chat information

The information you would like to collect before chat is allowed to begin may be customized in Admin Panel > Chat System > Customization > Pre-chat requirements There are cases when collection of minimal information from the customer is favorable on pre-chat screen, such as Name, and to then collect the rest of the required information from customer while in chat, such as Account [...]

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Abandoned live chat requests. Causes and solutions.

When a customer live chat request is not accepted by one of your agents in a timely manner(we recommend within 10 seconds), there is a very high chance of a customer abandoning the chat session.In the LiveHelpNow platform, these type of chat sessions are reported as "Dropped".Ideally your account should record 0 dropped chats to make sure your LiveHelpNow Challenge score as well as your company [...]

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KPI Dashboards Set-Up

KPI Dashboard is a visibility tool for contact centers and customer support operations. Configuring and displaying all chat and ticket data from the LiveHelpNow software, the feature can help monitor and improve call center KPIs. With just a few clicks contact center operators can create attractive displays with clearly displayed real-time data. Here are the steps to set up a KPI Dashboard: [...]

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