LiveHelpNow is both an important and cost effective tool that we utilize everyday!
Use Cases and Deployment Scope
We use LiveHelpNow for both sales inquiries as well as tech support/customer service inquiries. Being able to set up different categories allows for easier and faster access to the help customers are looking for. Every time we are able to fully address the customers questions via chat the less likely they are to need to call in to receive the help they need, which helps keep our wait time on hold down. LiveHelpNow makes it easy to send useful information to the customer such as links to sales promotions or self help guides and manuals. The platform is easily monitored and allows for a supervisor or trainer to coach the agent through the chat without the customer ever knowing that is happening. This is so useful during training! LiveHelpNow is a valuable tool for interacting with our customers!
Pros
- Filtering chat requests base on department
- Allows coaching the agent through a chat
- Feedback surveys with results that include the chat transcripts for reference
Cons
- Expanded hours that LiveHelpNow chat support is available to us. Many times I have had to make changes to LiveHelpNow platform late in the day, but LiveHelpNow support has such limited hours a real person is available.
Return on Investment
- The most notable positive impact that we have experienced were during the pandemic. When the world as we know if shut down LiveHelpNow gave us a much needed way for us to stay in contact with our customers. Our hold times for phone support was at an all time high. Having LiveHelpNow allowed many many customers to receive assistance for minor issues without the frustration of calling in.
Other Software Used
Nextiva Business Phone Service, HubSpot Service Hub
