By Andrew Martins, business.com Writer | Updated Jun 22, 2020
There are plenty of good live chat solutions on the market today, but very few can boast the feature set, security measures and integration support while charging a relatively reasonable monthly fee that LiveHelpNow can. For several years, this company has been our best overall pick for live chat software, and it remains the case because of its ability to provide a clean, intuitive and customizable chat interface for any business's website. By facilitating a personal conversation between your employees and prospective customers, LiveHelpNow's superior options for customers and companies make it an excellent live chat option.
As a software as a service (SaaS) platform, LiveHelpNow meets most of the criteria that makes it an exemplary live chat software solution. Whether you have a small team or run a larger business, LiveHelpNow can scale its service to meet your needs. The platform is built in such a way that your live chat operators ( or chatbots, which are available for a separate fee) can handle multiple customer queries at once. That kind of multitasking capability vastly reduces any wait time experienced by web visitors looking for answers.
Chief among the reasons LiveHelpNow stands above their counterparts in our research is the long list of supported features that not only streamline the front-facing conversation with customers but also makes things more manageable for operators and managers.
One of those features aimed at making things easier for the general public is real-time language translation. The internet is used by billions of people around the world, so in the event that someone from another part of the world is interested in your business, LiveHelpNow relies on its integrated Google Translate functionality to parse what's being said. Customers type in their preferred language, and the application translates instantly into your implementation language.
To ensure customers receive the best service in other ways, LiveHelpNow also has a routing system that filters guests according to needs such as sales, billing or technical support. If a customer has a question, but there are no available operators to field it, an offline form can be offered to send the question in to the team. Once received, a team member can answer the question and reply at their earliest convenience.
On the other side of the conversation, operators and managers can leverage LiveHelpNow's tools to better understand their customers' needs and wants. Powered by an intuitive dashboard interface, LiveHelpNow comes with some of the more expected features like canned responses and proactive chat, which help kick-start a conversation with web visitors. When a conversation starts, LiveHelpNow can provide operators with information on the person they're talking to: their geographical location, what pages on the site they've visited and a look at their public social profiles. With that kind of information on hand, a good operator can tailor their responses to the person they're serving.
Along with LiveHelpNow's chat functionality, the service allows for users to fully customize their chat's aesthetics to match the business's branding. For businesses that rely on a range of commercial software, LiveHelpNow integrates with dozens of today's top software options. Security-minded users can also rest easy, thanks to LiveHelpNow's use of 256-bit SSL encryption and transparent data encryption as well as their adherence to HIPAA and PCI regulations.
LiveHelpNow's pricing structure is based on the number of agents who will use the service. Their website has a handy calculator to figure out the price based on your needs. For a team with just one agent accessing the service, businesses can expect to pay $21 per month, or $226.80 if billed annually. The price goes up as more people get access to the system.
While we found their prices to be a little higher than some other options, we felt that LiveHelpNow's overall excellence warranted the slightly higher price tag. For anyone on the fence about the service, the company can schedule a live demo, though it also provides a free 30-day trial if you want a more hands-on approach.