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Live Help Now offers a full end to end help desk solution that has been employed to run the help desks of many organisations around the world. One part of this is the Live Help Now Live Chat System which, despite being quite a mouthful, is a pretty well engineered product for allowing visitors to your website to connect with your staff in real time chats. While it works well on it's own, the real power of the Live Chat System is only realized when it's integrated with Live Help Now's full range of products.
Live Help Now offers three products which make up the full help desk system. All are on offer at the same price per user per month which makes for very easy budget planning, although we would like to see more flexible pricing in the future. However, it is useful to be able to choose the number of seats you require for each component as it may be more useful to have a lot of live chat seats and only a few knowledge base seats. It's live chat we are interested in here though and the monthly fee is pretty much in line with the standard for this kind of software.
While the Live Help Now operator client looks pretty good and is very easy to use, we felt that the client side part, which is what your users will see on your site, could do with some polish. The user interface is fully customizable, but straight out of the box it is starting to look a little dated and we hope Live Help Now will revamp it quite soon. It is very easy to install though and we can't see visitors having any problems getting to grips with the controls. However, there is no support for pre and post chat surveys which lets the product down somewhat.
In terms of operator control, Live Help Now provides most of the features that a chat operator requires to work efficiently. Real time monitoring of all your site's visitors is standard and clicking a user opens up any extra information that the system has managed to collect on them. When in a chat with a returning user the operator can also see the full chat history and, if integrating with the rest of the Live Help Now suite, the tickets he or she has raised too. Enterprise users will be happy to know there are plenty of extension points for integrating with other systems and Salesforce integration works right out of the box.
Live Help Now is a reasonably well designed help desk solution if you can get past the badly designed front page. Information on the product isn't very well organized on the website so we recommend trying out the free trial to get a real feel for the system.
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