LiveHelpNow releases integral “Chat Button” and “HelpOut Tab” plugins
Close the loop: Turn customer feedback into customer insight
5 Ways to optimize your website for mobile customer support
Android App for the Live Chat System
Season’s Greetings from LiveHelpNowThe LiveHelpNow Knowledge Base article editor has a new look and feel along with better performance. You’ll now be able to create ‘private’ tickets that are never visible to customers & edit the Ticket System email notifications that your customers receive using HTML. Knowledge Base updates Categories and Tags are now found on the right-hand [...]
Look through ‘recent call history’ in your Ticket info and Callback info. Reviewing customer calls is a consistent way to get great customer feedback. We’ve just added a ‘recent call history’ feature to Tickets and Callbacks, allowing you to review every customer’s past tickets, calls and chats before you reply to their most recent inquiry. View [...]
Live chats are a great lead source- especially when you prompt visitors for their contact information for later follow-up. In addition, LiveHelpNow lets you personalize how you see visitors browsing your site. Our latest update includes a new Analytics report for all LiveHelpNow chat system subscribers, allowing you to view the number of visits/web hits per internet [...]
Every day your staff talks to customers on a wide range of topics. While much of this is routine, wouldn’t it be nice to quickly pick the golden nuggets out of each conversation? Rather than wading through each chat and ticket transcript in your records for valuable customer insights, you can have them all available [...]
Starting and running a small business can be a risky game, subject to small changes in the local economy or the appearance of a big competitor. Small business entrepreneurs may also have less experience, resources, or manpower to run their enterprise, meaning a little extra guidance is always a benefit. Here’s a round up of [...]
We’ve written a lot about how online and mobile shopping have spiked in recent years, with this holiday season shaping up to be the busiest e-commerce has seen yet. But, as any trip to the mall will indicate, brick and mortar stores are not yet a thing of the past. So how should businesses prepare [...]
LiveHelpNow now offers the ability for you to pick and choose what attributes of website visitors you want to see in your operator panel. You’ll have the option to immediately view each browser’s keywords searched, referral source, landing page, current page, and internet service provider, among others. With drag-and-drop adjustments, customization is quick and easy. [...]
Toy stores probably experience most of their business right now, between Thanksgiving and Christmas. With more parents shopping around online before making a purchase, these shops can’t just rely on print ads and catalogues to make sales. They need to reach out to buyers where they come first: their website. How can mom-and-pop shops stand [...]
Over the past few years, Cyber Monday has overtaken Black Friday as the biggest shopping day of the year, befitting the upward trend in online buying. In one of many surveys of online shoppers, one conducted by Accenture Interactive found that more people are searching for an in-store experience on the web. They want friendly [...]
During the holiday season, shops put out their best sales and competitive prices to pull in savvy shoppers, but locating the best sale and bopping from store to store can be stressful for customers. The key to keeping them in your aisles instead of shopping around? Delivering warm, friendly customer service. During the holidays, creating [...]
Most small business owners during this time have a severe case of butterflies in the stomach syndrome. They know that while holidays can be a very good time for them, they are intimidated by the Walmarts and the Amazons. They fret about the advantages of the 800 pound gorillas- huge advertising and marketing budgets, an [...]
Thanksgiving is only 10 days away. Whew! This is the time of the year to be thankful and show appreciation to your clients and customers who have made your small business successful. People are going to spend and travel and buy gifts and yeah, eat. With a number of economic indicators slowly improving and customer [...]
This past Halloween, you might’ve purchased your costume from a spooky superstore like Spirit or Halloween Adventure. Come Thanksgiving, it’ll be time to stock up on turkey, stuffing, and cranberry sauce. And to deck out your house for the holidays, you might hire a light-hanging company to glitz you out. The businesses that provide these [...]
A new study released by Google classifies the upcoming holiday season as the first “non line” shopping season, meaning that the line between online and offline shopping experiences is practically non-existent for consumers. Based on consumer interviews, an independent market research firm found that 80% of shoppers will research products online before making a purchase. [...]
The holiday season is upon us, and hundreds of millions of consumers this month and the next will spend billions of dollars buying stuff. This month has Thanksgiving, Black Friday, Hanukkah and Cyber Monday. Next month it’s Christmas and New Years, and that will account for the bulk of the holiday purchases. This year, there [...]
With the presidential election less than a week away, undecided voters are in a bind to choose which candidate will best serve their interests as the next President. For small business owners, parsing through both Obama’s and Romney’s contradictory claims surrounding tax cuts, unemployment, and business growth can be more confusing than enlightening. While only [...]
If you are in an area where Hurricane Sandy tore through, you are in our thoughts and prayers. We hope you and your loved ones are safe and secure. However, if you are a small business owner, and especially someone who runs a brick and mortar business it’s highly likely that Sandy will have caused [...]
According to the National Retail Federation 71.5 % Americans will spend almost $8 billion during Halloween in 2012. For any kind of business, big or small, online or brick and mortar, Halloween represents a bonanza that can boost your revenues this quarter. Are you prepared for it? Some businesses- bakeries, florists, gift shops, online retailers, [...]
Maybe you’ve succeeded in walking customers through your funnel step by step. Vetting them, making them happy, and keeping them around. But chances are some of your interactions didn’t go so smoothly. The other half of developing a strong customer base, in addition to cultivating loyalty, is regaining unhappy customers back into the fold, reassuring [...]
You’ve generated new leads, qualified them, pursued them, and gotten the sale. Now how can you keep those shoppers coming back? Loyal customers keep companies alive, not only through repeated business, but also through free word-of-mouth advertising and positive reviews. 1. Build a loyal team Developing loyal customers begins with building a loyal staff. Employees [...]
Once you’ve got leads coming in, take the next steps to walk them toward the register. The process may not always be speedy, but taking the time to parse through potential customers and develop a meaningful relationship with them will result in greater gains in the long run through their repeated business. 1. Act Quickly [...]
Sometimes, small business owners can get so caught up in their end product or bottom line that they forget about the process it takes to get there. While its true that it costs less to hold onto existing, loyal customers than to snag new ones, there are simple ways to generate new leads and widen [...]
Making your office and operations environmentally friendly is a positive change for all parties involved – the Earth, your budget, and your customers. It doesn’t take a huge effort to start greening your business; simply putting out a recycling bin is a great way to get the ball rolling. Here’s how to start your journey [...]
If you’re just getting your small business off the ground, chances are you’ll need funding. To win over investors, you need a stalwart business plan, with as many details and supporting evidence as possible. Putting together the document can be overwhelming, so to help you out, here’s a basic breakdown of the components you’ll need [...]
Did you know that every year, the first full week of October is recognized as Customer Service Week? An international celebration, the festivities honor not only the customers that keep businesses alive, but also the the representatives who man phone lines, help desks, and support centers every day. In keeping with the holiday spirit, here [...]
Customer service is a kind of job that takes up a lot of time and energy. And because of the nature of the job, it involves plenty of human interaction. Now that’s all well and good for a big company, or even for a small business. But what if you are a single person business, [...]
Websites are 100% essential for even the smallest businesses, but building one is a daunting task for many owners with little experience in design. Luckily, platforms like WordPress, GoDaddy, and SquareSpace (among many others), make it easy to get your site up and running. With ready-to-go templates, personalizing your pages is quick, easy, and cheap [...]
A call back system can help you contact and address your customers’ needs on your own terms.It helps in maintaining a high level of service with fewer resources
If you oversee a help center, you’ve likely noticed that unpredictable call volumes can leave you with the difficult task of managing periods of idle time. Inactive operators mean your help desk Return on Investment sinks and invaluable opportunities to grow your business are missed. So when phones aren’t ringing off the hook, how do [...]
Some software products and services can intimidate first time users as they figure out the innards. A good knowledge base helps in such situations.
Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But with so many metrics to consider, analytics can be overwhelming and misleading if numbers aren’t interpreted correctly. So, when assessing your customer service helpdesk’s effectiveness, what [...]
Update: GoDaddy services were brought back up at around 5:20 PM ET Today at around 11:00 AM GoDaddy services were brought down supposedly by a hacker attack. LiveHelpNow, unfortunately, hosts their DNS records at GoDaddy, which means GoDaddy’s outage has made LiveHelpNow.net domain inaccessible for some of our users (about 20%) GoDaddy’s outage has brought [...]
One of the biggest barriers to profitability for any e-commerce site is cart abandonment at the point of sale. But there is a solution to lower the rates
To many business owners, the number that matters most is the bottom line. But while profit is vital to driving a business forward, that singular focus too often blurs out other, equally important components of success. One place companies should funnel more resources? Employee satisfaction. That’s right, not customer satisfaction, but worker happiness. That’s because [...]
Just yesterday, Hurricane Isaac struck a slow but treacherous path across Louisiana, prompting evacuations and rescues, and robbing about a third of the state’s households of power. The storm could result in billions of dollars in damages, but an untold amount will also be sacrificed in lost time and productivity for affected businesses. Even if [...]
As a company grows, its executives may lose sight of the most important aspect of any money-making enterprise: pleasing the customer. Mainly, this is because big companies have more difficulty communicating across departments and levels of hierarchical management. Poor communication leads to misunderstandings, misinformation, and ultimately, confused and frustrated customers who bear the brunt of [...]
You may already have read about the usefulness of chat tags. With LiveHelpNow’s analytical features, tagging chats let operators track what their customers’ needs are and respond appropriately. For example, if you’ve tagged lots of chats as “product question,” that trend may signal that your product page or knowledge base doesn’t have enough information up [...]
So you have decided to start a knowledge base. Smart choice! But a knowledge base can’t be established simply by installing a knowledge base software and slapping together some articles. It needs to make sense to the reader, and it needs to be user friendly. One way to achieve that is by classifying your articles into [...]
Now that Republican presidential candidate Mitt Romney has selected his VP pick, voters can make a better assessment of what the U.S.’s economic future could look like if the pair is elected. Most of the discussion around Wisconsin Congressman Paul Ryan concerns his ‘Path to Prosperity’ budget plan, but it’s unclear what it would mean [...]
Savvy companies know that customer service is a key way to differentiate themselves from the competition. As has been mentioned here before, a knowledge base is one useful tool for improving your website’s usability and delivering great customer service. But a knowledge base does far more than that. It also functions as a job training [...]
Are you a visual learner? We have a YouTube channel chock full of helpful tutorials just for you! In this clip, one of our reps reviews LiveHelpNow‘s best features and practical uses: Visit our channel and scroll through the vids to find testimonials and great reviews, too!
“Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to expand. So if you’re considering incorporating live chat into your company’s help desk service but haven’t made the plunge, you may be wary of spending too much time training agents to use the software effectively. [...]
Live chat software has often been touted as a complete helpdesk solution for businesses, but it’s not just for customer service reps sitting at desks with headsets on all day, trying to make sales. Live chat, ticket management, and knowledge base can also help out non-profit organizations who don’t speak in terms of prospects and [...]
You’ve heard how collecting customer feedback can help you uncover and fix mistakes, improve service, and better understand your shoppers. In the long run, that helps to forge stronger customer loyalty and build a better business. So imagine what you could do with information about your online visitors’ shopping habits before they make a purchase, [...]
