Avis sur LiveHelpNow : avantages, inconvénients, fonctionnalités et tarifs
LiveHelpNow se distingue par ses fonctionnalités de discussion en direct faciles à utiliser et ses outils omnicanaux, idéaux pour le service client des petites entreprises.
Nous évaluons les outils indépendamment ; les commissions aident à financer nos tests. Consultez notre politique de transparence et notre méthodologie.
LiveHelpNow is a live chat software for support teams that need to manage real-time customer conversations across chat, SMS, and email from one interface. I'd consider it if you want something more focused on support operations than Intercom, which layers in marketing and sales tooling that many support-first teams don't need or want to pay for.
LiveHelpNow Evaluation Summary
4.3/5
- From $97.20/agent/month
- 30-day free trial
Pourquoi faire confiance à nos recommandations de logiciels
6,700+
Reviews
20
Industry experts
16+
Evaluation factors
14
Years
Notre équipe teste et évalue des logiciels depuis 2012. En tant que leaders CX nous-mêmes, nous savons à quel point il est difficile — et important — de choisir le bon logiciel.
Pour ce guide, nous avons évalué les outils grâce à des tests pratiques et une recherche indépendante, en notant les outils selon nos critères de sélection.
Nos avis reflètent notre jugement éditorial humain, et non un argumentaire de vente.
Gui DrusinaCreative Director
Tim FisherVP of AI
LiveHelpNow Overview
In my opinion, LiveHelpNow is a solid choice for teams seeking a reliable live chat software and help desk functionality. According to user reviews and verified reviews, it excels with robust key features and a user-friendly interface, making it accessible for your team to navigate the chat window, ticket management system, and handle omnichannel communications. The onboarding process is smooth and offers free training, though some user reviews note it’s not as interactive as competitors like Zendesk. While customer support is generally responsive with minimal downtime, the lack of 24/7 availability could be a drawback for global teams. Verified reviews commend LHN for its value-for-money plans, offering a competitive price without sacrificing quality.
LiveHelpNow outperforms many platforms with strong integrations to CRMs, Salesforce, Slack, and more, though it may not have the most extensive feature set compared to enterprise solutions. It's best suited for small businesses and medium-sized teams looking for an effective customer engagement tool with a live chat feature, chatbot, ticket management, knowledge base, and help desk capabilities without overly complex needs.
Pros
- Quick customer support response times and technical support assistance.
- Intuitive UI helps manage interactions via chat windows and ticket management.
- Analyze and track interactions with real-time metrics and chat history access.
Cons
- The mobile app lacks functionality compared to the desktop version.
- Prone to occasional downtime or glitches that can disrupt your workflow.
- Limited customization options compared to other platforms like Zendesk.
Is LiveHelpNow Right For Your Needs?
Who Would be a Good Fit for LiveHelpNow?
LiveHelpNow is ideal for small businesses and medium-sized companies of varying personnel strength or company size, especially those in e-commerce, healthcare, and higher education. If your team needs to manage multiple communication channels like SMS, email, social media, and live chat through an omnichannel platform, this tool helps you do it all in one workspace. Its intelligent routing for ticket management, CRM integration with Salesforce and others, canned responses, templates, callback features, and real-time notifications allow for efficient and personalized customer support. The platform is a great product for businesses that prioritize customer experience and data security. LiveHelpNow supports customizable branding and provides chat history, knowledge base access, and self-service options that enhance workflow efficiency.
- E-CommerceLiveHelpNow's omnichannel communication, real-time language translation, live chat feature, chatbot, canned responses, and templates make it perfect for handling diverse customer inquiries efficiently through chat support and help desk features.
- Higher EducationIts integration with CRM tools like Salesforce, ticket management capabilities, knowledge base, and routing helps educational institutions manage inquiries and provide personalized support to students through live chat software and email.
- Small BusinessesThe free training and onboarding ensure your team can quickly adapt, making it a valuable live help tool for smaller teams. LiveHelpNow offers affordable price points and essential key features, including live chat, ticket management, and chatbot add-ons.
- HealthcareWith HIPAA-compliant communication, LiveHelpNow suits healthcare providers needing secure channels for patient interaction through live chat, SMS, secure forms, and ticket management with proper compliance features for healthcare data..
- Customer Service TeamsIntelligent ticket routing, performance analytics metrics, real-time dashboards, canned responses, templates, chat history, and ticket management support teams focused on resolving customer issues promptly.
- RetailThe AI-powered chatbot and seamless CRM integration with Salesforce, live chat feature, callback options, social media messaging, and omnichannel support help retail businesses offer personalized shopping experiences to customers.
Who Would be a Bad Fit for LiveHelpNow?
LiveHelpNow may not suit businesses needing advanced AI features beyond the available chatbot and Hue AI add-ons. If your team relies on complex automation, beyond basic routing and triggers, LiveHelpNow's basic automation features might not meet your needs. Companies in fast-paced tech sectors requiring seamless integrations with various platforms could find LiveHelpNow's integration capabilities limited compared to Zendesk or enterprise help desk systems. If your work demands intricate customer segmentation and advanced analytics beyond real-time metrics, LiveHelpNow's straightforward approach might feel too simplistic for large-scale call center operations.
- Enterprise Tech FirmsLiveHelpNow's integration options might be inadequate for tech firms needing extensive API capabilities, advanced workflow automation, and enterprise-grade help desk features comparable to Zendesk.
- Large Call CentersIts basic automation features and routing capabilities may not support the volume of interactions in large call center operations requiring sophisticated ticket management and workforce management tools.
- E-commerce GiantsIf your e-commerce platform requires detailed customer segmentation, advanced analytics beyond standard metrics, and enterprise CRM features, LiveHelpNow's simplicity might fall short.
- Marketing AgenciesAgencies needing advanced analytics, sophisticated reporting beyond real-time metrics, and extensive social media management could find LiveHelpNow's reporting tools insufficient.
- Global CorporationsThough the software's language translation features are robust, large multinational corporations might need more extensive localization, advanced routing, and enterprise-level help desk capabilities beyond LiveHelpNow's current offerings.
- Financial InstitutionsFor industries requiring stringent compliance features, beyond HIPAA/PCI, advanced security controls, and specialized technical support, LiveHelpNow's offerings might not align with all regulatory requirements of large financial corporations.
Comment nous testons et évaluons les outils
Nous avons passé des années à bâtir, affiner et améliorer notre système de test et de notation des logiciels. Notre grille d’évaluation est conçue pour saisir les subtilités des sélections logicielles et ce qui fait qu’un outil est efficace, en se concentrant sur les éléments essentiels du processus de décision. Vous trouverez ci-dessous le détail de notre méthodologie d’évaluation et de notation selon sept critères. Cela nous permet de fournir une évaluation impartiale des logiciels basée sur les fonctionnalités principales, les options uniques, la facilité d’utilisation, l’intégration, la prise en main, l’assistance, les avis clients et le rapport qualité/prix.
Fonctionnalité principale (25% de la note totale)
Le point de départ de notre évaluation concerne toujours la fonctionnalité principale de l’outil. Possède-t-il les fonctions que l’on attend normalement, et ces fonctions sont-elles accessibles pour toutes les offres ? Nous attendons qu’un outil soit au niveau des capacités minimales de ses concurrents.
Fonctionnalités différenciantes (25% de la note totale)
Nous évaluons ici les fonctionnalités qui se distinguent de la fonction de base habituellement présente dans ce type de logiciel. Un score élevé récompense des fonctions spécialisées qui rendent le produit plus efficace ou unique et offrent une valeur ajoutée à l’utilisateur. Nous évaluons également la capacité à s’intégrer facilement avec d’autres solutions courantes, ce qui accroît l’intérêt et l’utilité de l’outil. Les logiciels qui proposent de nombreuses intégrations natives, des connexions tierces ou une API pour les intégrations personnalisées obtiennent une meilleure note.
Facilité d’utilisation (10% de la note totale)
Nous mesurons la rapidité et la simplicité pour effectuer les tâches clés avec l’outil. On valorise le design intuitif, les applications mobiles, les templates préconçus et la capacité à simplifier les tâches complexes.
Accompagnement à la prise en main (10% de la note totale)
L’adoption rapide est essentielle. Nous examinons donc la facilité pour un nouvel utilisateur à prendre l’outil en main avec peu de formation. Nous vérifions la rapidité d’installation et d’utilisation sans expérience préalable. Les meilleurs logiciels exigent peu ou pas de support pour démarrer.
Assistance (10% de la note totale)
Nous évaluons la réactivité et la facilité d’obtenir de l’aide par téléphone, chat ou base de connaissances. Les outils offrant un support humain en temps réel ont le meilleur score ; les chatbots sont moins bien valorisés.
Avis clients (10% de la note totale)
En plus de notre expertises, nous prenons en compte le score NPS (Net Promoter Score) accordé par les utilisateurs actuels et passés. Nous analysons la probabilité qu’ils réutilisent l’outil. Les outils à score élevé possèdent un excellent NPS utilisateur.
Rapport qualité/prix (10% de la note totale)
Après examen des autres critères, nous considérons le prix moyen des offres principales par rapport aux fonctionnalités essentielles évaluées. Les solutions offrant plus pour un prix inférieur obtiennent un meilleur score.
Core Features
Natural Language Processing: LiveHelpNow's chatbot uses natural language processing to understand and respond to user queries effectively through AI-powered technology. This feature helps your support team provide accurate answers without manual intervention, enhancing customer experience. The chatbot integrates with your knowledge base for real-time responses.
Automated Responses: The chatbot can handle common inquiries with automated canned responses and templates, reducing the workload for your support team. This ensures your customers get prompt answers through the chat window and ticket management systems, improving their satisfaction with minimal downtime.
Multi-Channel Support: LiveHelpNow supports multiple communication channels through its omnichannel platform, allowing you to engage with users wherever they are via live chat, SMS, email, social media, and phone. This feature ensures seamless interaction across platforms, with unified chat history and routing, making customer support more accessible.
Customizable Chat Widgets: You can customize chat widgets and chat window design to align with your brand's aesthetic and functional needs with customizable branding. This personalization helps create a consistent customer experience for your brand through templates and custom styling options.
Real-Time Analytics: The platform provides real-time analytics to track user interactions and performance metrics through dashboards. These insights, including chat history analysis, response times, and ticket management statistics, help you optimize your customer support strategies and make informed decisions.
24/7 Availability: The chatbot operates around the clock, ensuring your users always have access to support through a self-service knowledge base and automated responses. This availability enhances your service reliability and user trust with minimal downtime.
Ease of Use
LiveHelpNow's interface receives mixed reviews regarding ease of use. According to user reviews and verified reviews, the platform isn't the most intuitive initially, making it somewhat challenging for new users to navigate without guidance. The user interface layout can feel cumbersome with multiple layers for ticket management, chat window controls, routing settings, and customizable branding options. Users often rely on the knowledge base and customer support to understand its features, particularly for workflow configuration, template setup, and CRM integrations. The software's layout can feel cumbersome, with too many layers and no straightforward way to backtrack. Despite these hurdles, some verified reviews note that the customer support team is thorough and helpful, often stepping in to guide users through the process with free training and implementation support.
Integrations
LiveHelpNow integrates with Agile CRM, BigCommerce, Capsule, ClinchPad, Constant Contact, CS-Cart, Drupal, Facebook, Freshdesk, GetResponse, HubSpot, Salesforce, Instagram, Insightly, Slack, and more.
LiveHelpNow also offers an API and connects with third-party integration tools, facilitating custom workflows and automation.
LiveHelpNow Specs
- API: Yes
- Batch Permissions & Access: No
- Call Logging: No
- Call Monitoring: No
- Chat: Yes
- Click-to-Dial: No
- Contact Management: Yes
- Customer Management: Yes
- Customer Service: No
- Dashboard: Yes
- Data Export: Yes
- Data Import: Yes
- Email Integration: No
- Escalation Management: No
- External Integrations: Yes
- Feedback Management: No
- Google Apps Integration: Yes
- Instant Chat Integration: No
- Knowledge Base: No
- Lead Management: Yes
- Lead Scoring: No
- Marketing Automation: No
- Multi-User: Yes
- Notifications: Yes
- Self-service Portal: No
- Workflow Management: No
