Announcing Live Chat Sentiment Analysis!

LiveHelpNow is proud to announce the release of an amazing new feature, Sentiment Analysis! LiveHelpNow continues to be an innovator in the customer service software space, providing unique solutions to improve sales and customer relationship management. As a company, LiveHelpNow truly believes it is time for business owners and customers to expect more from the merchant/customer relationship. […]

Are Your Spelling Mistakes Costing You Customers?

They say you only get one shot at a first impression. In the world of customer service, that first impression often comes in the form of text, and where there’s text- there’s massive spelling errors. Lucky for LiveHelpNow customers, we’ve got you covered to ensure that you don’t end up soiling your own reputation and […]

Dec
9

7 Reasons You Should Invest in Knowledgebase Software

Having a knowledge management system is no longer optional. In fact, even if you haven’t specifically thought about it, your company probably already has some sort of knowledge management system (a filing cabinet, a shared intranet folder or a person who has been around since the beginning and knows everything?). Knowledgebase software provides a more […]

Nov
11

Manage email/ticket workflows with Ticket Triggers

Email-Ticket Management is a complete help desk solution that keeps your business communications organized and efficient. All the support emails, web form submissions, and Twitter tweets you receive are turned into trackable support tickets in one convenient dashboard. Ticket triggers provide too many benefits to mention, from smart routing to SLAs to custom notifications and so […]

Oct
17

What Does the LiveHelpNow Challenge Mean for YOU?

These days, customer service is king. Companies like Amazon are constantly heralded for their exceptional customer service, and their constant willingness to go above and beyond for their customers. By the same token, many companies (who will remain nameless) are getting publicly shamed for poor customer service. With customer care at the forefront of peoples’ […]

Sep
26

Search every word in your chat history, Automate chat greetings, and Add external watchers to tickets.

You can now search through all the text in your chat history, automate chat greetings, and enable secured chatting on unsecured pages without making code changes. A new beta feature has also been introduced that allows chats to be accepted automatically. Email-Ticket Management subscribers: Add watchers outside of your support team to tickets including people outside […]

Sep
12

Customer Profiling and Its Benefits

Recall the last time you had a good conversation with someone you’d known for a long time. Compared with talking with someone you’d just met, wasn’t speaking with an old friend far easier and more enjoyable — simply because you knew them well? Something similar is true with your customers. When you when you understand […]

Sep
10

Improved Analytics and Ticket Surveys help you capture more customer feedback

We’ve updated the look and feel of the charts and graphs in LiveHelpNow Analytics to make them more accessible & responsive. View & Sort Chat, Ticket, and Call history using multiple tags. You can create up to 30 custom tags for operators to select when working with customers & review results in Tag Statistics reports. Improved […]

Sep
9

The Buying Process and The Impact of Technology

You’re not imagining it: Consumers are more impatient than ever before. According to the National Center for Biotechnology Information, attention spans are shrinking – dropping from 12 seconds in 2000 to just 8 seconds in 2013. This dramatic drop in concentration can be linked back to one simple cause: Technology. Laptops, tablets and smartphones have […]

Aug
19

How, When, and Why They Buy? The Psychology Behind Online Buyer Behavior

If you are a business owner, the one thing you can never be sure of is customer behavior. It can seem less complicated to make your yearly budget, audit your inventory or file your business taxes than to understand customer behavior.  Customers are temperamental, illusive creatures. The reasons they buy are complex, composed of many […]

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