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Small Business Holiday Preparedness Guide

Dec
01

Small Business Holiday Preparedness Guide

Is your small business holiday ready? Refocusing on Opportunity “As we approach the holiday season, let’s refocus on opportunity. It is our opportunity to become better versions of ourselves....

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Voice Chat Feature Facilitates Better Connection With Customers

Nov
15

Voice Chat Feature Facilitates Better Connection With Customers

Alexander Graham Bell spent most of his life working with the deaf. His mother lost most of her hearing due to a childhood illness and his wife was completely deaf. In his work as a speech therapist a...

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Introducing Zoom Phone Integration with Zoho CRM

Sep
21

Introducing Zoom Phone Integration with Zoho CRM

Providing excellent customer service starts with understanding the customers, their needs, and behaviors. LiveHelpNow contact center software empowers customer service teams by providing tools that h...

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How to Grow Your eCommerce through Live Support

Aug
22

How to Grow Your eCommerce through Live Support

Let’s say you’ve built a great eCommerce website. The design, the content, and the product directory are up to the mark.  But the conversion rate isn’t.  What does this say about your audience...

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Keeping Team Vibe While Handling Customer Complaints

Aug
17

Keeping Team Vibe While Handling Customer Complaints

Source: Dilbert Quality customer service helps retain customers. As such, offering friendly customer service is critical to the success of your company. In other words, you shouldn’t tell your cust...

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Software Partnerships: The Human Element of Tech Collaborations

Jul
27

Software Partnerships: The Human Element of Tech Collaborations

For a brand, it’s vital to create software partnerships on which you can depend for more than just functionality. Choosing which solution would be the best match for a company means understanding th...

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LiveHelpNow Introduces New Partner Program

Jul
27

LiveHelpNow Introduces New Partner Program

In an effort to continue to help companies improve their customer support efforts, LiveHelpNow introduces its new partner program. Now, marketing agencies, web designers, value-added resellers, softwa...

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Customer Service Training Made Easy (Step-by-Step Guide)

Jul
19

Customer Service Training Made Easy (Step-by-Step Guide)

Your customer service agents can ruin your brand. Or, they can enhance it!  Your customers’ real-life interactions with your company will give them either a good feeling about doing business with y...

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7 Benefits of Live Chat for eCommerce

Jul
14

7 Benefits of Live Chat for eCommerce

Does your website have a live chat option? If not, perhaps, it’s time to change that and enjoy all the benefits of live chat can bring to your customer support.  Live chat is a game-changer for eCo...

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PESI: Online Learning Meets Organized Customer Communications

Jul
11

PESI: Online Learning Meets Organized Customer Communications

James is a psychologist and a veteran with hearing loss. He lives in Missouri and works with a small staff on a grant to make sure that children are protected from domestic abuse. Recently, James want...

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11 Help Desk Best Practices That Every Business Needs To Follow

Jul
07

11 Help Desk Best Practices That Every Business Needs To Follow

No matter the size of your business, from a small start-up to a global organization, excellent customer service is vital to succeeding long-term. Customers expect a great user experience and a high le...

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4 Easy Customer Segmentation Tips For Startup Businesses

Jun
30

4 Easy Customer Segmentation Tips For Startup Businesses

What is customer segmentation? Customer segmentation, or market segmentation, divides your customers into categories based on shared characteristics. These characteristics could be anything from age, ...

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Workforce Management: Simple Tool for Time and Shift Tracking

Jun
28

Workforce Management: Simple Tool for Time and Shift Tracking

Workforce management in a contact center environment can be a stressful endeavor. At times, managing agents’ log-ins and log-outs, shifts, breaks, and holidays can truly feel like herding cats.  I...

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Discovering Target Audience: How Well Do You Really Know Your Customers? 

Jun
20

Discovering Target Audience: How Well Do You Really Know Your Customers? 

If you wish to provide the finest service to your consumers, you must first understand who they are. Of course, not everybody who purchases your goods or services meets the same description. However, ...

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Ticket Management Made Easy for Carolina Biological Supply

Jun
07

Ticket Management Made Easy for Carolina Biological Supply

Of oInnovation. Quality. Service. These are values Carolina Biological Supply Company holds close to its heart. It instills these principles into everything it does, from staff training to its product...

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11 Surprising Live Chat Statistics And Trends for 2022

Jun
02

11 Surprising Live Chat Statistics And Trends for 2022

In contrast to traditional communication techniques such as email marketing or cold calls, recent communications with consumers have become speedier and more data-driven. Using live chat software elim...

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FXChoice: LiveHelpNow Tools Maintain Customer Satisfaction

May
26

FXChoice: LiveHelpNow Tools Maintain Customer Satisfaction

“We cannot direct the wind, but we can adjust the sails.” – Dolly Parton Dolly is right on pitch here (and always!). And her wisdom relates to so many aspects of our ever-changing life. Today, ...

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The Rise of Customer Science: How Customer Experience Is Changing

May
19

The Rise of Customer Science: How Customer Experience Is Changing

Customer experience has always been a major concern for companies, both large and small. But there’s a new development on the horizon: customer science. Customer science affects customer experiences...

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Sneak Peek Feature:  Superpower of Live Chat Communications

May
16

Sneak Peek Feature: Superpower of Live Chat Communications

We are all obsessed with the idea of superpowers. From flying to invisibility and mindreading – the fantasy that we can do and be more than just an ordinary human is fascinating. Well, flying an...

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Smarter Chatbot for Smoother Customer Experience

May
16

Smarter Chatbot for Smoother Customer Experience

It’s always nice to talk to someone intelligent. Whether it be a person or a robot.  In the ever-changing customer support tech world, companies must maintain the balance between automation and hum...

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12 Differences Between Customer Support and Customer Experience

May
14

12 Differences Between Customer Support and Customer Experience

What is one difference between jobs in customer support vs customer experience?  To help you differentiate between jobs in customer support and customer experience, we asked founders and business lea...

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How to use Live Chat for Customer Self-Service

Apr
29

How to use Live Chat for Customer Self-Service

Imagine yourself being stuck at an airport. Your flight is delayed, and you want to speak with someone for help.  But there is no one at the desk, and the customer service lines are constantly busy....

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12 Questions To Ask in a Customer Satisfaction Survey

Apr
28

12 Questions To Ask in a Customer Satisfaction Survey

What is one question to ask in a customer satisfaction survey?   To help you with the proper questions to ask in a customer satisfaction survey, we asked HR leaders and CEOs this question for their...

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LiveHelpNow Knowledge Base Tool Moves to Admin Workspace

Apr
21

LiveHelpNow Knowledge Base Tool Moves to Admin Workspace

Sometimes when you start cleaning your house, you move some of the furniture and realize that the new arrangement looks much better.  Customer Support Solutions ...

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The Best Growth Channels for Startups

Apr
20

The Best Growth Channels for Startups

Startups and small businesses (SMBs) embark upon their journey with energy and passion. It gets them off the starting block and into the market. However, it only gets them so far. At some point, they ...

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Top 10 Ways To Prevent Support Agent Turnover

Apr
20

Top 10 Ways To Prevent Support Agent Turnover

Agent turnover is a crucial challenge faced by most organizations. According to the 2021 Bureau of Labor Statistics report, the overall agent turnover rate is 57.3%. What are the causes of such a high...

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LiveHelpNow Announces 2021 Challenge Winners

Apr
14

LiveHelpNow Announces 2021 Challenge Winners

Traditions are important. And here at LiveHelpNow, we have one that involves and celebrates our beloved customers. It is no other than our LiveHelpNow Challenge.  And so, we’re here to announce our...

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13 Examples of Customer Loyalty Programs

Apr
12

13 Examples of Customer Loyalty Programs

What is your favorite customer loyalty program? What makes it so great?  To help you compare and draw inspiration from popular customer loyalty programs, we asked marketing experts and CEO’s this...

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Why Is Customer Service Automation Necessary for Businesses in 2022?

Apr
11

Why Is Customer Service Automation Necessary for Businesses in 2022?

Why Is Customer Service Automation Necessary for Businesses in 2022? Whether your business is entirely online, a mix of retail and online business, or exclusively retail, you can’t escape the import...

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What is Good Customer Support: 13 Definitions

Mar
31

What is Good Customer Support: 13 Definitions

What is your definition of good customer support? To help you define what good customer service looks like, we asked CEOs and small business owners this question for their best insights. From valuing...

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Rebranding for Better Customer Support Agent Experience

Mar
30

Rebranding for Better Customer Support Agent Experience

“Who are we?” It seems like a simple question. But it isn’t. It holds a lot of power as it prompts some serious soul digging. What does the question ask, exactly –  our name, what we do, ...

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8 Ways You Can Improve IT Service Desk

Mar
28

8 Ways You Can Improve IT Service Desk

The IT industry has undergone a rapid innovation that has made life easier for its customers and employees. With this, IT support teams are somewhere caught in an uphill battle. IT service desk indust...

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A Guide to Agile Marketing for SMBs

Mar
14

A Guide to Agile Marketing for SMBs

Agile is one of the hottest buzzwords in today’s marketing landscape, but it is also the most misused one too. But that doesn’t stop there. With marketing becoming more advanced, customers becomin...

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How To Build a Successful Customer Support Team From Scratch

Feb
28

How To Build a Successful Customer Support Team From Scratch

Good customer service is rarely memorable. However, bad customer service can leave your clients fuming. Meeting your customers’ satisfaction is essential in generating sales and keeping your busines...

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CX Research As a Main Marketing Strategy

Feb
24

CX Research As a Main Marketing Strategy

In recent years, customer experience (CX) has become a term and focal point of marketing plans for businesses of all sizes and sectors. In addition, CX is becoming increasingly important to compete su...

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Turn Customers into Brand Advocates: 3 Psychological Strategies

Feb
23

Turn Customers into Brand Advocates: 3 Psychological Strategies

Meet Janet. Janet lived in a different state but wanted to send some sympathy flowers to a friend in Pennsylvania. After reading some reviews she found a flower shop near her friend’s house that not...

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13 Omnichannel Strategies To Improve Customer Service

Feb
16

13 Omnichannel Strategies To Improve Customer Service

What are some omnichannel strategies that have helped improve customer service at your company? To help you determine the best omnichannel strategies for your company, we asked business owners and mar...

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How to Improve SEO with Conversational Website

Feb
10

How to Improve SEO with Conversational Website

In the current competitive climate, it’s becoming more and more challenging to draw users’ attention to business websites. But human ingenuity knows no boundaries, and business owners are creating...

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How Chatbots Enhance Customer Experience

Feb
09

How Chatbots Enhance Customer Experience

As a business owner, you might always feel like there aren’t enough hands on deck to get things done. We’ve been there! Of course, having a capable and efficient team to help you is essential. As ...

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11 Effective Examples of SMS In Small Business

Jan
26

11 Effective Examples of SMS In Small Business

In 2022, if you’re not using SMS in small business communications, you might be falling behind. According to recent statistics, 58% of people say texting is the ideal way for businesses to reach the...

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How to Align Customer Service and Marketing to Boost Sales

Jan
20

How to Align Customer Service and Marketing to Boost Sales

”Oh, I would like to know more about this specific area.”  Just a random thought by a person going through your recent marketing campaign. Excellent! The prospect contacts your customer service ...

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7 Tips How to Provide a Great Customer Service with AI Chatbots

Jan
14

7 Tips How to Provide a Great Customer Service with AI Chatbots

When Weizenbaum invented the first chatbot (named Eliza), he wanted to prove that machines could converse intelligently with humans. He never, however,  imagined that brands and organizations would e...

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7 Tips for Small Businesses to Increase Gen Z Brand Loyalty

Jan
13

7 Tips for Small Businesses to Increase Gen Z Brand Loyalty

Gen Z, the band of tech addicts, social warriors, video-game players, and security seekers, is a challenging target for marketers. Children of Gen Xers and Millenials, this generation spans from the m...

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5 Ways To Boost Customer Experience In The Conversion Phase

Jan
07

5 Ways To Boost Customer Experience In The Conversion Phase

How can a business effectively stay ahead of its competition in an online environment? Of course, there are many answers to that question. But one of them is to address customer experience in the conv...

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How to Navigate Live Chat Cybersecurity

Jan
03

How to Navigate Live Chat Cybersecurity

Live chat is a convenient and effective way of providing customers with great service on their own terms. It provides an easy and hassle-free way for customers to get connected with support.  It’s ...

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5 Ways to Use Explainer Videos in Sales Emails

Dec
23

5 Ways to Use Explainer Videos in Sales Emails

Let’s admit it. In today’s face-paced world, none of us wants to open our inbox just to receive emails from brands that brag too much about their new product launch.  We’ve seen enough of those...

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Customer Service Goes Hand in Hand With On-Demand Revolution

Dec
21

Customer Service Goes Hand in Hand With On-Demand Revolution

Changing customer expectations are driving a seismic shift in the retail landscape. With only a few taps, consumers today can access a wide range of on-demand products and services, and they expect th...

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13 Best Integrations and Automations to Improve Customer Service

Dec
17

13 Best Integrations and Automations to Improve Customer Service

What are some integrations and automations that have helped your business improve customer service? To help you improve your business with automation or some other type of integration, we asked busine...

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2022 Look Ahead: LiveHelpNow’s Upcoming Software Updates

Dec
12

2022 Look Ahead: LiveHelpNow’s Upcoming Software Updates

So, we all remember 2020 that lasted a decade, right? And then 2021, that felt flew by in a blink of an eye?  We here at LiveHelpNow sure had a very eventful 2021. We upgraded our Agent Workspace, re...

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The Year After the Apocalypse: Software Releases 2021

Dec
12

The Year After the Apocalypse: Software Releases 2021

We all love a good apocalypse movie, right? Or at least we did until we actually lived one in the real world.  One thing we don’t get to see in many such films is what happens after the brave heroe...

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6 Ways to Use Live Chat for Product Launch

Dec
08

6 Ways to Use Live Chat for Product Launch

Customers expect immediate answers once they are ready to buy the product.  When it comes to online sales, and especially in moments when the product day launch comes, meeting this expectation can be...

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5 reasons building a community is essential for building a business

Dec
06

5 reasons building a community is essential for building a business

You’ve finished incorporating your business, hiring your team, and building your website.  You’ve heard terms like “email blasts” and “lead lists,” but you’re not sure what they mean or...

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How to Win Back Old Customers: 15 Winback Strategies

Nov
29

How to Win Back Old Customers: 15 Winback Strategies

What is one strategy to win back old customers?  To help you earn a previous customer’s business, we asked business professionals and leaders this question for their insights. From checking in and ...

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5 Actionable Psychological Tactics to Optimize Conversion Rates

Nov
24

5 Actionable Psychological Tactics to Optimize Conversion Rates

When you’re running a startup, every conversion is a major victory. But the economic environment is also more competitive than ever before. For many executives, it may even seem like a new compe...

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How to turn your negative online reviews into marketing gold

Nov
22

How to turn your negative online reviews into marketing gold

“Always too loud!” My friend Maryana read this part of a negative online review someone left for her Taphouse out loud as we sat at the breakfast table in a vacation bungalow this summer. “Alway...

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LiveHelpNow Welcomes New Team Member, Raymond Tussing

Nov
15

LiveHelpNow Welcomes New Team Member, Raymond Tussing

Once upon a time, a boy named Ray went fishing with his grandfather in Cascade, Idaho. Blue Lake, Cascade, Idaho (Can you tell this is a good story already? I mean, look at that view!) The boy’s gra...

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8 Essential Tools To Help Understand Customers (and Make That Sale)

Nov
11

8 Essential Tools To Help Understand Customers (and Make That Sale)

Understanding your customers is the first step towards building lasting, meaningful relationships with them. Given that 86% of online shoppers are ready to spend more on better customer experiences, p...

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Boost Creativity in Marketing: 10 Marketers Share Communication Strategies

Nov
09

Boost Creativity in Marketing: 10 Marketers Share Communication Strategies

“Radical differentiation is the only way to stand out when clutter is everywhere.” Louis Grenier, Everyone Hates Marketers There are many different ways to come up with creative ideas for marketi...

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DIY Chatbot User Interface: Build Your Own Chatbot

Nov
02

DIY Chatbot User Interface: Build Your Own Chatbot

There is nothing better than feeling understood.  Customer service representatives know the needs of their customers. They interact with them daily and they understand their pain points, the solution...

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Real-time Customer Feedback That Can Save Your Business: Webhook System

Nov
02

Real-time Customer Feedback That Can Save Your Business: Webhook System

When your significant other breaks up with you, it hurts like hell. All you want to do is get him or her back. Or, at the very least, understand why he or she left you.  When a customer leaves you...

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The Integral Link Between Employee and Customer Retention

Oct
21

The Integral Link Between Employee and Customer Retention

If you look at a prosperous business model you will notice two factors contributing the most to its success, satisfied customers and happy employees. Experiencing a higher turnover is devastating for ...

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10 Ways Help Desks Can Help With SEO (Search Engine Optimization)

Oct
13

10 Ways Help Desks Can Help With SEO (Search Engine Optimization)

What is one way online help desks can help with SEO (search engine optimization)? To help companies support their SEO efforts through help desks and support centers, we asked marketing leaders this qu...

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How to Provide Good Customer Service While Handling Multiple Chats

Oct
07

How to Provide Good Customer Service While Handling Multiple Chats

How many in-person conversations can you have at the same time?  Brain studies suggest the answer is just one. And if you’re in a group of people, only four people can have a conversation together....

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3 Situations When a Business Call Is Better than Email

Oct
05

3 Situations When a Business Call Is Better than Email

No matter how much information you put into your website, packaging, or user manuals, clients will always run into issues while using your product or service.  Handling their requests professionally ...

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New Agent Workspace for Better Agent Experience

Sep
30

New Agent Workspace for Better Agent Experience

Alright, folks! It’s storytime! The year was 1878. In a laboratory in Menlo Park, New Jersey a very determined scientist and his staff set out to complete a project. The group’s goal was to create...

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10 Tips for Personalizing Customer Service Online

Sep
30

10 Tips for Personalizing Customer Service Online

What is one tip for personalizing customer service through online communications like live chat or email? To help you personalize customer service communications online, we asked marketing and busines...

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LiveHelpNow Updates Mobile App for Ultimate User Experience

Sep
28

LiveHelpNow Updates Mobile App for Ultimate User Experience

Be honest. When you wake up in the morning, what is the first thing you do?  If you’re like most people, you check your phone. According to one mobile consumer survey, 23 percent of adults check th...

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Customer Acquisition Tactics That Won’t Tick Off Your Current Customers

Sep
21

Customer Acquisition Tactics That Won’t Tick Off Your Current Customers

If you get your internet services from a traditional cable provider (and no, we will not name names here), chances are, every year you make THE phone call.  You know, when you get your monthly bill a...

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Top 7 Mistakes to Avoid in Live Chat Communication

Sep
15

Top 7 Mistakes to Avoid in Live Chat Communication

With great technology comes great responsibility. This paraphrased principle of Spider-Man fits customer service in today’s digital world supremely well.  The more instruments we have to influe...

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Moments of truth that make or break customer experience

Sep
09

Moments of truth that make or break customer experience

A typical customer journey is made up of several key stages. It usually starts at the point people discover and research a brand. They then progress to the purchasing, onboarding, and post sale intera...

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7 Smart Strategies to Increase Customer Retention in 2021

Sep
08

7 Smart Strategies to Increase Customer Retention in 2021

Ah, the wonderful feeling of landing that sale! Score!!! Making a sale is a great starting point for any business. But true mastery lies in getting the customer to come back after that initial purchas...

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Big Leads for Small Businesses: Social Media Lead Generation Guide

Sep
03

Big Leads for Small Businesses: Social Media Lead Generation Guide

Do you ever imagine what it would be like to break out of the boundaries of a boring routine? What it would feel like to be your own boss?  If you ever thought about opening your very own business, n...

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Ticket Support System Updates: Omnichanneling Like Crazy

Aug
31

Ticket Support System Updates: Omnichanneling Like Crazy

This summer, we’re omnichanneling like we never omnichanneled before!  What the heck does that mean?  It means we are making it easier for your customers to reach you in as many ways as they wish....

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Self-Service Galore: LiveHelpNow Introduces Customer Support Portal

Aug
30

Self-Service Galore: LiveHelpNow Introduces Customer Support Portal

Automated postal kiosks. Cashier-less grocery stores. Order and payment monitors in restaurants.  As innovations advance, more and more self-serve technology enters everyday life. And why not? Custom...

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Shopping Cart Abandonment: Prevent It, Manage It, Reduce It

Aug
24

Shopping Cart Abandonment: Prevent It, Manage It, Reduce It

“Why did you leave? What did I do wrong? Is this my fault?! Come back!”  What do fishermen and eCommerce business owners have in common?  They both know the sentiment of losing what they have be...

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4 Great Tools That Improve Customer Experience

Aug
19

4 Great Tools That Improve Customer Experience

In the world of business, customer service has never been more important. The difference between a good company and a great company is how well it treats its customers. Today, customers are so impatie...

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Supercharge Lead Generation with Live Chat for Your Small Business

Jul
28

Supercharge Lead Generation with Live Chat for Your Small Business

One of the biggest challenges for small businesses is to generate quality leads and convert them into customers. Lead generation is no easy task. It requires a great marketing strategy to be able to d...

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Build a Conversational AI Virtual Agent in Three Steps

Jul
20

Build a Conversational AI Virtual Agent in Three Steps

What matters to customers today? Short answer: convenience.  Customers are showing that they will take their business where they can get convenient self-service solutions built on conversational arti...

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Security Update: Single Sign-On and Two-Factor Authentification

Jul
15

Security Update: Single Sign-On and Two-Factor Authentification

Oh, passwords…What a life’s joy they are…NOT! With modern tech advances, security measures must step up. So passwords get longer, have additional requirements, and, let’s be honest, ta...

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Extreme Personalization: CX That Feels Like Love

Jul
09

Extreme Personalization: CX That Feels Like Love

The great American poet, Maya Angelou once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”  Her wisdom applies in m...

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Customer Experience Webinar: From Pre-Purchase to Re-Purchase

Jul
06

Customer Experience Webinar: From Pre-Purchase to Re-Purchase

What is more important in business – experience or innovation? The answer is indisputably “both.”  When a company has been in business for a while, its teams get to know the industry in and...

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How to Generate Quality Leads with Live Chat for Small Business

Jun
30

How to Generate Quality Leads with Live Chat for Small Business

Do you, as a business, have trouble getting potential customers to turn into actual customers?  Your business has a strong online presence, is active on social media, and also has high website traffi...

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5 Lead Generation Strategies for A Successful eCommerce Site

Jun
24

5 Lead Generation Strategies for A Successful eCommerce Site

2021 and the year before have definitely not been easy ones in many ways. This is true when it comes to lead generation. Customer behaviors changed, retail gave way to eCommerce and politics really sh...

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Taking Care Of First Time Customer: From Awareness to Advocacy

Jun
17

Taking Care Of First Time Customer: From Awareness to Advocacy

Today’s customers are spoiled.  With saturated markets and easy-to-find information, choice is everywhere. To adapt, eCommerce businesses need to embrace their customer’s journey and cater to the...

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The Art of Saying “Thank You” to Customers

Jun
02

The Art of Saying “Thank You” to Customers

Growing up, we heard from our parents and teachers to always say “thank you” as a sign of showing appreciation. Saying “thank you” shows that you respect and value other people’s effort, whi...

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Spring Cleaning: LiveHelpNow Reorganizes Admin Panel

May
26

Spring Cleaning: LiveHelpNow Reorganizes Admin Panel

Ahhhh, spring! Perfect time for cleaning out old junk, reorganizing, and starting anew. Sometimes, as we spring clean, we find random things that are clearly misplaced. Like, say, a blender in the coa...

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LiveHelpNow Wins a 2021 Top Performer Award From SourceForge

May
24

LiveHelpNow Wins a 2021 Top Performer Award From SourceForge

Good news, folks! SourceForge, the world’s largest software review and comparison website, awarded LiveHelpNow with the Spring Top Performer Award. This award recognizes companies and products with ...

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Guest Post: Build Customer Loyalty with Personalized Emails

May
17

Guest Post: Build Customer Loyalty with Personalized Emails

Many brands, naturally, focus a large portion of their marketing activities on acquiring new customers. However, acquiring isn’t enough. Just because a customer made one purchase doesn’t m...

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Guest Post: FAQ Page: the Secret to Higher Conversions

May
12

Guest Post: FAQ Page: the Secret to Higher Conversions

Here is an interesting statistic: about 96% of the customers visiting a website are not ready to make a purchase! Why are people reluctant, even though they might have interest? To get the answer, on...

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9 Mobile Optimization Mistakes to Avoid in eCommerce Space

May
11

9 Mobile Optimization Mistakes to Avoid in eCommerce Space

...

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LiveHelpNow Introduces KPI Dashboards, a Tool to Monitor Agent Performance

May
10

LiveHelpNow Introduces KPI Dashboards, a Tool to Monitor Agent Performance

KPI Dashboards – a new way to track contact center Key Performance Indicators.  Imagine watching a competitive sporting event without the score. The game would literally be pointless, wouldn...

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Major update to LiveHelpNow Challenge. Gamification is here.

May
01

Major update to LiveHelpNow Challenge. Gamification is here.

Major update to LiveHelpNow Challenge. Gamification is here. ...

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Tarrant County Receives Prestigious National Award for Its Live Chat Program

Apr
27

Tarrant County Receives Prestigious National Award for Its Live Chat Program

It’s not a secret that whenever people have to deal with the government, they usually expect slow, inefficient service. This scene from Disney’s Zootopia comes to mind:  Well, that is absolute...

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Guest Post: How to Grow Customer Relationships Remotely

Apr
27

Guest Post: How to Grow Customer Relationships Remotely

Customer relationships are the bread-and-butter of a business.  Good customer relations are so fundamental to successful business growth that there are entire divisions and careers devoted entirely t...

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Guest Post: 9 Mobile Optimization Mistakes to Avoid in eCommerce Space

Apr
13

Guest Post: 9 Mobile Optimization Mistakes to Avoid in eCommerce Space

Do you need a new bike? A book? Groceries? Phone service? If you do, it is likely you will first go to the place where most people go first to shop for these goods and services.  Online. And it is ve...

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Guest Post: Customer retention analytics – everything you wanted to know but were afraid to ask

Apr
05

Guest Post: Customer retention analytics – everything you wanted to know but were afraid to ask

Oh, how we love our ABCs! We’re talking about the ABCs is sales, of course – “Always Be Closing,” as Alec Baldwin’s character puts it in Glengarry Glen Ross.  The motivational slogan i...

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Guest Post: Building Customer Trust Across the Omnichannel Experience

Mar
25

Guest Post: Building Customer Trust Across the Omnichannel Experience

What is the key to winning over modern shoppers? The answer is customer trust. Studies show that 67 percent of shoppers will stop buying from a company that they do not trust. In the current shopping ...

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Showing Empathy Through Online Communications Can Win Customers (and Awards)

Mar
23

Showing Empathy Through Online Communications Can Win Customers (and Awards)

Billy and His Motorcycle. There once was a boy. We’ll call him Billy.  Billy loved motorcycles. On the weekends Billy would join in the races, which were fun events for him and his entire family. O...

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LiveHelpNow Growth Alert: New Team Members Bring On Their Superpowers

Mar
16

LiveHelpNow Growth Alert: New Team Members Bring On Their Superpowers

If you could have any superpower, which one would you pick?  In business, perhaps, the power of premonition would come quite useful when making major decisions. Or would you prefer the ability to rea...

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Set Up a Live Chat Service and Go Home at 5 o’Clock

Mar
15

Set Up a Live Chat Service and Go Home at 5 o’Clock

As an entrepreneur, you’re in charge of the business. You get to decide if you clock out at five. There. Problem solved, right? ...

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3 Ways to Improve Omnichannel Social Media Customer Service

Mar
10

3 Ways to Improve Omnichannel Social Media Customer Service

How many times did you decide against buying something just because you received poor treatment from employees? Most likely more than once. We all have. And that’s how, as business people, we know h...

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Working From Home: Adjusting to Telecommuting

Mar
09

Working From Home: Adjusting to Telecommuting

While some people might find this to be an easy adjustment, others, like myself, actually enjoyed their office space. ...

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The. Best. In. The World: LiveHelpNow Challenge Winners Take 2020 Customer Service Awards

Mar
03

The. Best. In. The World: LiveHelpNow Challenge Winners Take 2020 Customer Service Awards

Customer service awards are here! The Olympics might have been cancelled in 2020, but that doesn’t mean we can’t have world class winners.  Ladies and gentlemen, we present to you the 2020 LiveH...

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Fresno State Navigates the Pandemic to Better Serve Students

Feb
10

Fresno State Navigates the Pandemic to Better Serve Students

The year was 2020. February. The “before”… Of course, no one knew that a pandemic was about to swipe across the globe yet. So everyone went on about business as usual.  At California State ...

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Guest Post: How to Build Customer Loyalty With Excellent Customer Service

Feb
02

Guest Post: How to Build Customer Loyalty With Excellent Customer Service

How do you determine the success of your business? More leads? Higher sales? Or better profits? Irrespective of your metric, one thing that you must ensure is establishing customer loyalty – that’...

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Phifer Weaves Excellency into Customer Support Using Live Chat

Jan
21

Phifer Weaves Excellency into Customer Support Using Live Chat

Imagine if someone flew to your side when you had a problem. Didn’t come, didn’t walk, didn’t run but immediately flew.  That is what happened to a company in Virginia. One morning there was a ...

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5 Psychological Principles That Fuel Great Customer Service

Jan
12

5 Psychological Principles That Fuel Great Customer Service

As a customer experience writer, I’m always on a look out for great customer service stories. Here is one of my favorites. After a long day in Phoenix, AZ, I needed a quick pick-me-up. I found a...

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Guest Post: Three pricing strategies to stand out in a crowd

Jan
04

Guest Post: Three pricing strategies to stand out in a crowd

When it comes to small business, what are some winning pricing strategies? Digital transformation got an incredible speed boost in 2020.  The online market is now more crowded than ever. Marketers tr...

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Guest Post: Balance Between Automation and Live Customer Support

Dec
21

Guest Post: Balance Between Automation and Live Customer Support

“Live chat is the best method to deliver customer service.” “More customers use chatbots for self-service because they don’t want to wait for operators to connect to the chat.” Such contradi...

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New Year, New Us: LiveHelpNow Introduces New User Panel

Dec
15

New Year, New Us: LiveHelpNow Introduces New User Panel

Who does not like a good makeover?  Gee, after the year we all had, everyone of us deserves one for sure.  Makeover for more fierceness in 2021! To help our customers enter the new year with a new c...

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Guest Post: A Guide to Merchant Services for Small Business

Dec
11

Guest Post: A Guide to Merchant Services for Small Business

If you’re a small business looking to offer your customers more ways to pay, you’ll need to acquire merchant services. But what are merchant services, and how do you find the right provider for yo...

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Guest Post: 5 Tools You Need to Start a Remote Online Business in 2021

Nov
30

Guest Post: 5 Tools You Need to Start a Remote Online Business in 2021

Even before the COVID-19 pandemic, more and more entrepreneurs were exploring the options of remote online business. In a 2019 survey conducted by Buffer, the data showed that 31% of respondents were ...

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5 Tips to Manage Increased Holiday Traffic

Nov
20

5 Tips to Manage Increased Holiday Traffic

As much as we’re all looking forward to the year 2020 to end, it’s not over until the clock strikes midnight.  Until then we still have some work to do. Holiday season is upon us and, as ever...

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Top 10 Resources for CX Professionals: Everyday Motivation Sources

Nov
13

Top 10 Resources for CX Professionals: Everyday Motivation Sources

What do a customer experience professional, a yellow flower, and a bumble bee have in common? (Besides the obvious, which is the fact that they all bring joy to the world, or course!) They all want t...

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Customer Service Agent Burnout: Pandemic and Beyond

Nov
06

Customer Service Agent Burnout: Pandemic and Beyond

Oh, the year 2020…It will definitely go into history books as…well, something.  Between the pandemic, natural disasters, election year in the United States, and so, so much more, there i...

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Top 3 Reasons Your FCR Rates are Down

Oct
30

Top 3 Reasons Your FCR Rates are Down

Having to repeat oneself multiple times is probably one of the most annoying things humans experience on the daily basis. Just ask your mom.  Or, better yet, your customers. According to HubSpot r...

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4 Signs that a Contact Center is Failing (And How to Fix It)

Oct
08

4 Signs that a Contact Center is Failing (And How to Fix It)

There are few things in life we cannot predict.  Earthquakes. Which team will win the Super Bowl. What else the year 2020 has in stock. (The last one is truly scary.) Other things, however, we can fo...

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Contact Centers in 2020

Sep
30

Contact Centers in 2020

It’s 2020. It’s a major election year. Parts of the U.S. are up in flames. Other parts of the country are facing major hurricanes. We all are dealing with is a national health pandemic. There is c...

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Best Practices for Remote Contact Centers in 2020

Sep
25

Best Practices for Remote Contact Centers in 2020

Best Practices for Remote Contact Center Interesting fact #1: People born blind have heightened sense of hearing, touch, and smell. This happens because their brains are able to rewire connections and...

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Top 5 Call Center KPIs to Measure for Success

Sep
21

Top 5 Call Center KPIs to Measure for Success

You might think you have the best call center and support team in the world. But can you prove it? Your call center support team is an important part of your omnichannel support strategy. Regularly me...

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How to Motivate Contact Center Agents: Lessons From Kindergarten

Sep
16

How to Motivate Contact Center Agents: Lessons From Kindergarten

What if we told you that 74% of your employees are at risk of burnout? That a third of your workers will leave your company within three years. And the turnover rate among your team members is project...

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First Words Matter: Guide to Customer Greetings

Sep
15

First Words Matter: Guide to Customer Greetings

You never get a second chance to make a first impression.  Will Rogers was on to something when he said that, and we think the theory applies to customer greetings.  For customer service providers, ...

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Major update to LiveHelpNow Challenge. Gamification is here.

Aug
03

Major update to LiveHelpNow Challenge. Gamification is here.

Hey, Friends! We’d like to let you in on a little secret. Only a few of our customers may know that LiveHelpNow also owns and operates HelpSquad (helpsquad.com), a 24/7 call center employing 30...

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Coronavirus: Coping with Anxiety

Mar
18

Coronavirus: Coping with Anxiety

What would you do if you had nothing, but time? Well, maybe not completely nothing. You’d still have a roof over your head, food in your pantry, and your family by your side. And then you’d have t...

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COVID-19: Our Response to the Outbreak

Mar
16

COVID-19: Our Response to the Outbreak

In the midst of global COVID-19 pandemic, it’s easy to give into the panic.  Schools and business closures, grocery and supplies shortages, and announcements of new cases of the coronavirus daily h...

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5 SMS Marketing Mistakes and How to Avoid Them

Mar
03

5 SMS Marketing Mistakes and How to Avoid Them

When it comes to business, you want to stay in contact with your customers. But, you also want to reach out to them without bothering them. If you do it properly, you can accomplish this through text ...

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Here Comes the Bride… and She’s Using Live Chat Text Messaging

Jan
24

Here Comes the Bride… and She’s Using Live Chat Text Messaging

As a local, family-owned, brick and mortar business, we are always looking for ways to differentiate ourselves and stay relevant.  Our store, Darianna Bridal & Tuxedo in Warrington, PA, dresses t...

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Chatbots: The Business Guardian Angel!

Jan
15

Chatbots: The Business Guardian Angel!

Chatbots, a form of artificial intelligence, conduct chat through auditory or textual methods. Their purpose is to help businesses answer customers as any human agent would do. Interesting, isn’t it...

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5 Ways Technology Will Influence The Future Of Customer Service

Jan
02

5 Ways Technology Will Influence The Future Of Customer Service

For any business to excel, impeccable customer service is simply non-negotiable. Great customer service will not only pull in new clients for you, but it will also improve customer loyalty.  Whether ...

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Omnichannel Customer Service: Method to Madness

Dec
17

Omnichannel Customer Service: Method to Madness

Imagine calling your friend one day to talk about a problem you’re having with your mother.  You call, chat, and explain the problem to her. You discuss your feelings and possible solutions. Then y...

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6 Cross-Selling and Upselling Tactics that Work

Dec
13

6 Cross-Selling and Upselling Tactics that Work

“Would you like fries with that?” These are arguably the 6 most common words spoken in fast food restaurants around the world. The same question is also responsible for a significant percentag...

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Guest Post: Multilingual Customer Support [Infographic]

Dec
09

Guest Post: Multilingual Customer Support [Infographic]

“Is it worth investing in multilingual customer support solutions? After all, English is omnipresent globally, and billions of people understand it well. Let’s go with this language for customer s...

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6 Small Business Tips for Tracking Customer Service Issues on the Cheap [Infographic]

Dec
05

6 Small Business Tips for Tracking Customer Service Issues on the Cheap [Infographic]

The sky is blue.  Water is wet.  Elvis is the King. Great customer service will get you loyal customers… These are all well-known facts.  If you ask a satisfied customer of a major brand (i.e. Am...

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Customer-first: Lessons From Small Town Shop

Dec
02

Customer-first: Lessons From Small Town Shop

I live in a small town. It really is a charming place, with community events, homey book stores, a historic movie theater, and even a record store. Small towns are said to be the heart of America and ...

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Customer Feedback: It’s Now or Never

Nov
25

Customer Feedback: It’s Now or Never

A few years ago my family and I took a summer trip out west and stayed at a Sleep Inn hotel in Idaho Falls, ID. Years later I still recall our experience.  What can be so special about a road-side bu...

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Why Creating a Customer-Obsessed Culture Shouldn’t be Your New Year’s Resolution

Nov
21

Why Creating a Customer-Obsessed Culture Shouldn’t be Your New Year’s Resolution

Ah, New Year’s resolutions. We make them every year. We have every intent of running those miles, cutting those calories, reading that book, taking that course, learning how to crochet…you get...

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Guest Post: Social Media Customer Service – 5 Reasons to Care

Nov
18

Guest Post: Social Media Customer Service – 5 Reasons to Care

A few weeks ago, I was researching a company that offered a certification in which I was interested. I decided to check that organization on Facebook. I went to the company’s Facebook page to check ...

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Customer of the Future: As Told By Wall-E

Nov
13

Customer of the Future: As Told By Wall-E

Remember Wall-E? Pixar’s little trash compactor spent his days cleaning up trash on now inhabitable planet Earth, liked Hello, Dolly! the movie and fell in love with an alien robot.  The heartwarmi...

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8 Customer Experience Experts: Best Practices – SmallBizCX Recap

Nov
04

8 Customer Experience Experts: Best Practices – SmallBizCX Recap

Customer experience experts always advise focusing on the customer. That is what makes a company stand out from the competition. Imagine you go to a park and you’re in need of a snack. There are thr...

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The Pros and Cons of “Live Chat” Support vs. Traditional Phone Support

Oct
30

The Pros and Cons of “Live Chat” Support vs. Traditional Phone Support

As a self-admitted anal-retentive personality, I have a strong passion for lists. List-making makes me feel organized and like I have my life together. The opportunities for list-making are many… Gr...

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Magical Customer Service: Respect Your Customer, Respect Your Team

Oct
28

Magical Customer Service: Respect Your Customer, Respect Your Team

As kids, we were always told to use magic words: “please,” “thank you,” and “I’m sorry.” And while we obliged and learned that those are polite things to say, we, perhaps, never looked i...

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Always Be Amazing: A Lesson in Lombardi Time with Shep Hyken

Oct
24

Always Be Amazing: A Lesson in Lombardi Time with Shep Hyken

Vince Lombardi was a great football coach.  But, he was an even more amazing leader.  Why? Because, the Green Bay Packers coach held himself, his team and his coaching staff to a higher standard.  ...

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The Power of a Story: 4 Steps to Inspire Customer-Led Storytelling

Oct
21

The Power of a Story: 4 Steps to Inspire Customer-Led Storytelling

Imagine a billboard for your brand everywhere you go.  One in the coffee shop. One in the grocery store. Two at your doctor’s office. Elleven at your industry convention. What am I talking about? Y...

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Dogs are Customers, Too: Brands with a Dog Customer Experience

Oct
15

Dogs are Customers, Too: Brands with a Dog Customer Experience

People love their pets. According to a Harris Poll survey, 95% of all pet owners consider their pets to be members of the family. The same study also found that pet owners show their love for their fu...

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Get Wacky With It: Make Your Customer Experience Memorable

Oct
11

Get Wacky With It: Make Your Customer Experience Memorable

A couple of years ago I traveled to Albany, NY for work and booked an AirBnB room. Once I booked, I got the usual email from the owner of the property with the check-in instructions. But there was som...

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Triggered by the 7 Service Triggers: Know What Sets Your Customers Off

Oct
08

Triggered by the 7 Service Triggers: Know What Sets Your Customers Off

Everyone has a pet peeve.  For me, it’s loud chewing.  I (and I cannot stress this enough) absolutely hate when someone obnoxiously chomps away on their food. Shockingly, I’ve encountered plen...

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3 Reasons You Should Attend #SmallBizCX19

Sep
17

3 Reasons You Should Attend #SmallBizCX19

#SmallBizCX19 isn’t your typical business conference.  For starters, it’s 100% online and 100% free.  Secondly, and most importantly, it is centered around improving your business’s customer e...

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Six Ways to Make Your Customer Service Agents Love Their Jobs

Sep
16

Six Ways to Make Your Customer Service Agents Love Their Jobs

It’s not a secret that happy employees make happy customers.      When employees love their jobs, their work performance and engagement is better. With more effort comes higher efficienc...

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20 Customer Experience Influencers You Should Follow NOW

Sep
05

20 Customer Experience Influencers You Should Follow NOW

“Those people who develop the ability to continuously acquire new and better forms of knowledge that they can apply to their work and to their lives will be the movers and shakers in our society fo...

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What Will the Future Be Like? Customer Experience Experts Weigh-In

Aug
21

What Will the Future Be Like? Customer Experience Experts Weigh-In

Are you ready for the future? Let me rephrase that…is your business ready for the future? There’s only one way to find out. You’ve got to put your ear to the ground, do some research...

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Human After All: Experts Tell How to Make Customer Experience Personal

Aug
16

Human After All: Experts Tell How to Make Customer Experience Personal

In any business keeping up with your competitors is an important thing.  Standing out in a crowd of companies that offer products and services similar to yours, is yet another challenge. And it’s ...

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How Swanson Health Delivered Superior Customer Service During 137% Growth in Chats

Aug
14

How Swanson Health Delivered Superior Customer Service During 137% Growth in Chats

For nearly 50 years, Swanson Health has been committed to delivering “wellness solutions that help people live simply healthier together.” They’ve also been committed to engaging with their cust...

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Disney Customer Experience: The Magic of No Worries

Aug
09

Disney Customer Experience: The Magic of No Worries

?As soon as you walk in and see the statue of Walt and Mickey you are immediately back to being a little kid. It’s magic??? ~ Kim Magic. That is one word that keeps popping up time and again when we...

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12 books That Will Turn You Into A Costumer Experience Superstar

Jul
31

12 books That Will Turn You Into A Costumer Experience Superstar

For millenniums, humans and books grew and evolved together. Today, as millennials become the predominant generation, books seem to have started giving way to digital media and human interactions too...

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10 Golden Rules for Providing Successful Customer Service

Jul
30

10 Golden Rules for Providing Successful Customer Service

You could also use reliable virtual data room solutions to store crucial data online and enable safe and secure data sharing across the board “Treat others as you would want to be treated....

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5 Ways AI is Personalizing the Customer Experience

Jul
24

5 Ways AI is Personalizing the Customer Experience

Every week, I get an email from Netflix that alerts me to a new series (or a new documentary) that I might like based on my previous viewing choices. The mobile app, Bandsintown, periodically sends me...

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Don’t Be a Creep: Five Steps to Customer Profiling

Jul
19

Don’t Be a Creep: Five Steps to Customer Profiling

If you ever talked about the nuances of a World War II battle to a friend who doesn’t care about history, talked about baseball to someone who doesn’t watch sports, or tried to discuss a piece of ...

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How CPAP.com Improved Their Customer Satisfaction Scores by 15% with Live Chat

Jul
16

How CPAP.com Improved Their Customer Satisfaction Scores by 15% with Live Chat

Established in 1999, CPAP.com has been dedicated to providing affordable Sleep Apnea equipment and superior customer service to its clients for 20 years.  According to their website, whether the CPAP...

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How to Use Help Desk Tools to Be a Proactive Customer Service Hero

Jul
12

How to Use Help Desk Tools to Be a Proactive Customer Service Hero

“An ounce of prevention is worth a pound of cure.” The author of the famous wisdom, Benjamin Franklin, might have not spoken about customer service specifically. But we will go ahead and apply it ...

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A Tool that Makes a Difference: Ticket Management System

Jul
10

A Tool that Makes a Difference: Ticket Management System

“It’s hard to make a difference when you can’t find your keys” It’s hard to make a difference when you can’t find your keys – one of my favourite #book title...

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Understanding The Customer Lifecycle Management Process in 5 Easy Steps

Jul
02

Understanding The Customer Lifecycle Management Process in 5 Easy Steps

The term customer lifecycle management sounds like a topic that would be suited better for an MBA thesis than a small business strategy. It involves understanding concepts that include the key factors...

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4 Brands Delivering A Live Chat Customer Experience Worth Tweeting About

Jun
28

4 Brands Delivering A Live Chat Customer Experience Worth Tweeting About

It isn’t easy for companies to forge a human connection with their customers through live chat.  In truth, building a meaningful B2B or B2C relationship via live chat takes a hell of a lot more str...

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Six Steps to Successful Customer Journey Mapping

Jun
26

Six Steps to Successful Customer Journey Mapping

Customer journey mapping – what is it? “Try to see it my way, Only time will tell if I am right or I am wrong. While you see it your way There’s a chance that we may fall apart before to...

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6 Ways You Can Get Quality Customer Feedback

Jun
21

6 Ways You Can Get Quality Customer Feedback

Running a business without asking your customers’ feedback is like trying to cross a busy street with headphones plugged into your ears while playing Angry Birds on your phone. If you think cus...

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4 Email Support Tips to Up Your Customer Service Game

Jun
19

4 Email Support Tips to Up Your Customer Service Game

Despite new technologies, email communications remain relevant. How can customer service representatives use them effectively? Haircut. Email. Customer Service. A while ago a friend of mine went to g...

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Customer Experience Expert Round-Up: 6 Brands That Are Getting it Right

Jun
13

Customer Experience Expert Round-Up: 6 Brands That Are Getting it Right

Customer experience horror stories are rampant. Everybody has one. On any given day, you can turn on the news or scroll through social media only to find countless narratives that detail nightmare va...

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5 Ways to Make Employees – And Customers – Happy!

Jun
11

5 Ways to Make Employees – And Customers – Happy!

Happy employees result in happy customers. We discuss five ways to enhance employee job satisfaction. When employees love their jobs, their work performance is better. In turn that makes customers hap...

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20 Ways To Make The Live Chat Experience More Personal

Jun
06

20 Ways To Make The Live Chat Experience More Personal

Yes, people want speed and convenience. But, what they really want is a personalized experience. Have you ever called a customer service line in desperate need of assistance only to be greeted by an ...

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Improving CX: 5 Ingredients for Successful Customer Experience

Jun
05

Improving CX: 5 Ingredients for Successful Customer Experience

Companies that score high in customer service are doing something right. We examine their customer experience strategies using five evaluation categories. What do Chick-fil-A, Trader Joes, Aldi, and A...

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6 customer service strategies to help you beat the competition

May
31

6 customer service strategies to help you beat the competition

Unless you’ve unlocked the secret of cold fusion or cured the common cold, your business has competition. Separating yourself from that competition involves more than just lowering prices or bea...

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7 tips for boosting your call center’s FCR (First Contact Resolution) rate

May
28

7 tips for boosting your call center’s FCR (First Contact Resolution) rate

When is a business delivering the best customer service possible? It’s when zero customers interact with customer service. This may sound counter-intuitive, but it’s true. Do you call your credit ...

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Three Ways to Improve Human Customer Service Without Extra Costs

May
28

Three Ways to Improve Human Customer Service Without Extra Costs

“Are you a real human?” We get this question all the time when we start our virtual chat sessions here at LiveHelpNow. Our customers don’t want to talk to robots. They want human customer se...

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5 Tips Towards Delivering Consistent Customer Experience

May
23

5 Tips Towards Delivering Consistent Customer Experience

Last week, I had an overcharge issue with my phone provider. A tweet mentioning the service provider got me a prompt response from the official Twitter account. I was advised to call the service cente...

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Closing the Generational Gap in Workplace

May
07

Closing the Generational Gap in Workplace

“Don’t make fun of your mother for needing help with her computer. She taught you how to use a spoon!” The popular online meme’s got a point. In the ever-changing tech world, the younger gener...

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Leadership and Followership Learned From Dance

Apr
26

Leadership and Followership Learned From Dance

Sometimes the most valuable lessons in leadership and followership come from outside the office. Meet Mario Che and Jeanette Fiallo, Latin dancers from Florida. Photo by Ray Lopez Photo by The Scene M...

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Bad Enough that Customers Aren’t Always Right…What If Your Customers Are Just Plain Dumb?

Mar
15

Bad Enough that Customers Aren’t Always Right…What If Your Customers Are Just Plain Dumb?

Before you get offended by the title…just hear us out. As we take this moment to acknowledge the existence of stupidity, we promise to do it as respectfully as humanly possible. We aren’t the ...

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Cure for the Mondays – Bring Joy to your Workday

Feb
21

Cure for the Mondays – Bring Joy to your Workday

It’s Monday! Are you dreading the upcoming work week? If so, chances are that it’s not the tasks at hand that are bothering you. It’s not the upcoming meetings and conference calls, and itR...

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New: Translate SMS chats, Find untagged chats, Merge tickets

Feb
04

New: Translate SMS chats, Find untagged chats, Merge tickets

The following improvements were released on February 3rd, 2019: SMS Live Chat translation LiveHelpNow text-to-chat feature finally gets translation service, you will now be able to translate live chat...

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AI Suggested Responses: Improving The Customer Experience

Jan
18

AI Suggested Responses: Improving The Customer Experience

Businesses are beginning to realize that the easiest path to higher sales is to roll out the red carpet for their customers. According to a study conducted by Forrester, 72% of businesses say  improv...

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Automated Live Chat Agents Are Going To Take Our Jobs. Or Aren’t They?

Jan
14

Automated Live Chat Agents Are Going To Take Our Jobs. Or Aren’t They?

Typically, major technological advancements generate a sense of excitement. However, they also have the ability to create controversy. Often there is an underlying concern that rapid innovation will ...

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How to Make People Like You in 90 Seconds in Online Chat

Nov
15

How to Make People Like You in 90 Seconds in Online Chat

In the sales and customer service field, making the customer like you is crucial to providing good service. It’s already a challenge to make someone like you in person. But when all you have is a c...

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Tag, You’re It! – Win the Customer Service Game with Auto Tagging

Oct
29

Tag, You’re It! – Win the Customer Service Game with Auto Tagging

When you are tagged in sports, it means you’re out of the game (just like this little baseball player pictured). But when it comes to help desk tagging, a tag means that you are winning the cust...

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Dealing with a Customer Service Crisis When Your Client Is an Extremely Irritated Sasquatch

Oct
25

Dealing with a Customer Service Crisis When Your Client Is an Extremely Irritated Sasquatch

Any flourishing business must be prepared to deal with “monster” clients. Are you ready to handle a crisis when your customer is an extremely irritated Sasquatch? You may think it’s a myth. You...

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8 Ways to Build Customer Loyalty That Do Not Resort to Hypnosis (and One That Does!)

Oct
16

8 Ways to Build Customer Loyalty That Do Not Resort to Hypnosis (and One That Does!)

Customer loyalty is highly important to any successful business. In order for your business to be financially healthy, you want to reduce customer churn (without resorting to any drastic measures such...

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Chats by Chat Window and Canned Responses Stats Reports

Oct
11

Chats by Chat Window and Canned Responses Stats Reports

Hey there! We released a couple new reports today in Analytics: Chats by chat window stats. You will now be able to access reporting on how many times customers use each of the chat windows that you s...

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How to Be Productive With a Piñata Full of Bees Hanging Above Your Head

Oct
10

How to Be Productive With a Piñata Full of Bees Hanging Above Your Head

This can happen to anyone. You sit down at your desk to work and you notice that there is a piñata full of bees hanging above your head. How did it get there? Where did it come from? These question...

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6 Reasons You Should Let Your Customers Text You

Oct
04

6 Reasons You Should Let Your Customers Text You

Your customers want to text! Did you know that LiveHelpNow offers a unique feature that lets your customers text your business landline, and have that conversation routed to a live customer service de...

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Benefits of Live Chat Apps for Real Estate Agents

Apr
30

Benefits of Live Chat Apps for Real Estate Agents

As a real estate agent, you’re regularly at the beck and call of homebuyers who need your assistance at every stage of the buying process. Live chat apps for real estate agents can help keep communi...

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How to Improve Trust with Customer Support Software

Apr
30

How to Improve Trust with Customer Support Software

A poor attitude and lack of confidence toward your business can spell major trouble. Studies have shown a direct correlation with lack of trust and customers jumping ship to another brand. While it’...

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NEW: Terminate chats with time delay, automatic messages for idle chat sessions

Apr
19

NEW: Terminate chats with time delay, automatic messages for idle chat sessions

We would like to tell you about the recent LiveHelpNow Live Chat System update carrying two worth noticing features.   Ability to end chat with a time delay. Imagine a chat session where the last...

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Live Chat Apps: 5 Eye-Popping Statistics to Improve Your Customer Service

Apr
16

Live Chat Apps: 5 Eye-Popping Statistics to Improve Your Customer Service

Customer service is becoming faster and more competitive than ever before. Live chat apps along with customer service data can drive a strategy that helps better serve your customer base. If you’re ...

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What are the Best Trends for Live Chat Apps in 2018?

Mar
23

What are the Best Trends for Live Chat Apps in 2018?

When it comes to customer service, live chat apps hit the mark on many levels. It provides an instantaneous solution to connecting with customers and helping to solve problems. Live chat apps also bui...

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Choosing the right Help Desk Software for Customer Support

Mar
01

Choosing the right Help Desk Software for Customer Support

How to Streamline Customer Communications with Help Desk Software As customers are tweeting at your brand and blasting off support e-mails during all hours of the day, it’s no surprise that customer...

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6 Reasons Why You Need Live Chat Support

Feb
23

6 Reasons Why You Need Live Chat Support

In today’s digital world, customer service is a race against the clock. Responsiveness to customer inquiries is critical, and instant gratification makes those customers want answers faster than eve...

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Tracking Conversions influenced by Live Chat and Email Support interactions

Feb
15

Tracking Conversions influenced by Live Chat and Email Support interactions

LiveHelpNow Launches Conversion Tracking for Your Live Chat Sessions and Support Tickets The best part of tracking anything is when you finally catch it. That’s a great moment, as you can see in...

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Facebook Integration

Feb
05

Facebook Integration

LiveHelpNow Help Desk Software allows companies of all sizes to interact with their customers via Live Chat, SMS/Text, Email , Traditional Phone, Twitter and now…Facebook! Yes, LiveHelpNow can ...

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New report: Tickets by Source

Jan
10

New report: Tickets by Source

Ever wonder what percentage of support tickets your account receives comes from email and how many via Twitter or Facebook posts? Or how many are submitted by agents vs customers? Well now you can see...

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5 Ways to Overcome Sales Reluctance

Dec
09

5 Ways to Overcome Sales Reluctance

A lot of businesses hinge a big majority of their bottom line from their sales profits. That’s why it ‘s no wonder that selling is such an important part of our everyday working atmosphere. Despit...

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The things that scare us about SEO for small businesses

Dec
09

The things that scare us about SEO for small businesses

Working closely with small business has given us a great insight into the day-to-day challenges small business owners face. One of them is staying competitive in an increasingly online-dominated world...

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Security incident Nov 23rd, 2017

Nov
25

Security incident Nov 23rd, 2017

BETHLEHEM, PA – LiveHelpNow has identified a cybersecurity incident in which an attacker was able to compromise one of our CDN (content delivery network) servers and amend HelpOut widget JavaScrip...

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LiveHelpNow updates August 21st

Aug
22

LiveHelpNow updates August 21st

The following updates  were released today: Eventing API (webhooks) will now send chat dates in the account’s time zone set in Admin  Panel->My account->Account info Eventing API (webho...

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Wishes Can Come True with Secure Forms

Aug
03

Wishes Can Come True with Secure Forms

Did you ever wish you had a secure way to receive or exchange sensitive information within a chat?  Collect orders right within chat window?! Well, wishes sometimes do come true, especially if you co...

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Take the LiveHelpNow Challenge and Kick Start Your Success

Jul
28

Take the LiveHelpNow Challenge and Kick Start Your Success

Sometimes a little healthy competition is just what you need to help kick start your success.  As you can see, there’s really nothing like victory to put a happy smile on your face. If you want...

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Geeks Rule: How to Look Smart and Influence People with LiveHelpNow’s Knowledge Base

Jul
20

Geeks Rule: How to Look Smart and Influence People with LiveHelpNow’s Knowledge Base

Everyone wants to look smart. Let’s face it, geeks rule.  Now you can look smart and help your clients at the same time with a knowledge base system from LiveHelpNow. More than 80% of consumers le...

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Chat Sessions Going off the Rails?  Sentiment Analysis Helps Put You Back on Track

Jul
13

Chat Sessions Going off the Rails? Sentiment Analysis Helps Put You Back on Track

Live Chat is all about keeping customers happy and shopping carts full.  If a Chat session is going off the rails, Sentiment Analysis from LiveHelpNow helps put you on the right track. Good customer...

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Need Help?  This is the Kind of Ticket you Want to Get

Jul
06

Need Help? This is the Kind of Ticket you Want to Get

Most people try not to get tickets—but with LiveHelpNow, we make it easy for you to get the kind of ticket that boosts your business profile and your customer happiness. Trying to manage customer c...

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Can It!  Save Time with Canned Responses During Your Chat Sessions

Jun
16

Can It! Save Time with Canned Responses During Your Chat Sessions

Answering the same questions repeatedly can be frustrating. Worse yet, it can reduce the efficiency of your chat agents. What is a live chat agent to do?  Create canned responses!   Canned resp...

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The Only Thing Certain in Life is Change

Jun
01

The Only Thing Certain in Life is Change

Fortunately, change is sometimes for the better. Here’s an example.  Just like old-fashioned land line telephones replaced smoke signals, carrier pigeons, and shouting at the top of your lungs from...

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When You Need Professional, 24/7 Customer Service,  HelpSquad Comes to the Rescue!

May
12

When You Need Professional, 24/7 Customer Service, HelpSquad Comes to the Rescue!

It’s a given—top-notch customer service boosts sales, converts leads, and keeps your customers happy.  It’s also a sure bet that missed calls, inaccurate information, and rude Chat agents can m...

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Your Most Effective Customer Service Tool: Live Chat from LiveHelpNow

May
04

Your Most Effective Customer Service Tool: Live Chat from LiveHelpNow

Only a few years ago, online chat was a new feature for website visitors.  Customer expectations were low because of dropped chat sessions,  lack of responsiveness, and long lag times. And, let̵...

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The Tools You Need to Help Your Customers—Fast

Apr
27

The Tools You Need to Help Your Customers—Fast

Patience may be a virtue, but it’s not a virtue most customers have these days. Today’s consumers are more demanding than ever before.  They want customized, knowledgeable customer service that s...

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Just released: Folder organization of canned content, new shortcuts and more…

Apr
07

Just released: Folder organization of canned content, new shortcuts and more…

Based on numerous user feedback the following updates were released: Significant improvement of chat speed in the operator console. Switching from chat to chat is now blazingly fast! New shortcuts. F...

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Introducing Animated GIFs for Live Chat

Mar
02

Introducing Animated GIFs for Live Chat

Sometimes words just aren’t enough. It might seem odd for us to say that since providing our clients with world-class chatting capability is a big part of what we do here at LiveHelpNow. But, as you...

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SendInBlue – LiveHelpNow Live Chat integration

Feb
25

SendInBlue – LiveHelpNow Live Chat integration

LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with SendInBlue will allow for easy transfer of live chat customer information into your SendI...

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Need a Friendly Word of Advice about Your Website?  Don’t Take Another Step.

Feb
25

Need a Friendly Word of Advice about Your Website? Don’t Take Another Step.

When you are about to make a mistake, don’t you wish someone would open your eyes and tell you? You put a lot of work into getting your website right, promoting your brand and your product.  Your L...

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Securely exchange confidential forms—from within a chat session or via email

Feb
20

Securely exchange confidential forms—from within a chat session or via email

Boost Data Security and Success with Secure Forms Until now, it was impossible to collect confidential or order information in a chat or email. Why? Because chat and email provide clear text communica...

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Audience overview, tickets by hour and optimized chat session transfer

Jan
22

Audience overview, tickets by hour and optimized chat session transfer

Release 5.8.34.2 Release contains the following additions and optimizations Audience overview added to Main Overview report showing volumes of visitors/chats per region Tickets by hour report, repor...

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Increase Your Website Conversions and Speed

Dec
15

Increase Your Website Conversions and Speed

Your website is your “digital face” as well as your most efficient conversion and sales mechanism. But does it produce the results you want? Let’s set our priorities straight. Later in this art...

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Take a Customer Service Challenge You Can’t Lose

Dec
12

Take a Customer Service Challenge You Can’t Lose

Here’s a challenge where you win—no matter what.  It’s a whole lot easier than, say, the challenge of escaping from a big maze, which we don’t recommend you try since that’s how we lost our...

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The Next Big Thing is Here: Landline Texting

Nov
28

The Next Big Thing is Here: Landline Texting

artsvector / Pixabay You read that correctly. LiveHelpNow pioneered the technology that allows customers to text a landline phone number and receive a response, just as you would between mobile devi...

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How to Keep Your Customer Service Agents Happy

Nov
28

How to Keep Your Customer Service Agents Happy

It’s no surprise that happy customer service agents mean happy customers. Just imagine, if you were to get on a call or a chat with a customer service agent who sounds like they woke up on the wrong...

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4 Tips to grow Sales using Live Chat

Aug
29

4 Tips to grow Sales using Live Chat

One of the problems with Online Business is that customers are disconnected from a live person who can answer their questions in real time. Without the required information at the right time, customer...

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Design Tips to Revamp Your Website

Feb
23

Design Tips to Revamp Your Website

Everyone dreams about starting fresh for the new year. Why not give your business the same opportunity with a new look for your website? With brick and mortar and eccommerce operations alike, an incre...

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Making Readers Feel: Using Emotion to Promote Your Content and Brand

Jan
13

Making Readers Feel: Using Emotion to Promote Your Content and Brand

Few marketers would disagree that emotion drives response. Yet pulling off a successful emotionally engaging campaign, especially for smaller brands with less name recognition, is easier said than don...

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Landline SMS Chat is Here!

Dec
07

Landline SMS Chat is Here!

We are happy to announce that we are rolling out a revolution customer service! The time has come to announce LiveHelpNow is now offering landline texting! Why would your business need landline tex...

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The Art of Promoting Your Brand via Niche Influencers

Dec
02

The Art of Promoting Your Brand via Niche Influencers

If quality content is the heart of content marketing, then engagement is its arteries. If you’ve given content marketing a go, hopefully you’ve identified your target audience, delineated its uniq...

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10 Travel Instagrams Worth the Follow

Nov
16

10 Travel Instagrams Worth the Follow

Because (apparently) we can’t all be professional travelers, Instagram is bursting with eye candy inspiration for your next getaway or daydream. We may not be able to physically follow these adventu...

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Why Niche Content Marketing Trumps SEO Every Time

Nov
09

Why Niche Content Marketing Trumps SEO Every Time

There has been much ado about Search Engine Optimization. Knowing that most customers rarely get past the first page of search results, companies have been quick to invest in SEO, the process of maki...

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Live Chat is Dead: Long Live the Text!

Sep
29

Live Chat is Dead: Long Live the Text!

Yes, you read that correctly. LiveHelpNow, the chat software company is declaring that traditional chat for customer service is a thing of the past. Have you ever been on a website and needed to ask ...

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Should you outsource your customer service and sales teams?

Sep
28

Should you outsource your customer service and sales teams?

Customer service teams are notoriously major cost centers in any business. Between training people, paying their salaries, and spending countless hours solving customer problems- those numbers start t...

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LiveHelpNow’s own highlighted speaker at CUFP conference

Sep
16

LiveHelpNow’s own highlighted speaker at CUFP conference

In striving to stay on the cutting edge of innovative software development, LiveHelpNow has transitioned much of our code base into the versatile Elixir environment. The transition process found us...

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HelpSquad Partnership with LiveHelpNow

Sep
10

HelpSquad Partnership with LiveHelpNow

  It’s been a busy month for us, after recently being named to the Inc. 5000 list, we are excited to share more good news. We are happy to announce that HelpSquad, LLC, a live chat an...

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LiveHelpNow Makes the Inc. 5000 List!

Aug
24

LiveHelpNow Makes the Inc. 5000 List!

As a leading provider of fully-featured customer service software, we are  proud to announce we have been named to the Inc. 5000 list of fastest growing companies. LiveHelpNow was ranked #4 in P...

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How Cloud Technology is Shaping SMBs Productivity

Aug
05

How Cloud Technology is Shaping SMBs Productivity

Long time back ‘Cloud Computing’ entered the world of technology. Since, then hosted services are used by billions of corporations from all around the world. The capabilities of cloud computing ha...

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Nutshell Integration

Jul
08

Nutshell Integration

LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with Nutshell will allow for easy transfer of live chat information into your Nutshell peopl...

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Freshdesk Integration

Jun
24

Freshdesk Integration

LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with Freshdesk will allow for easy transfer of live chatter information into your Freshdesk ...

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Capture Twitter mentions and support customers with Twitter-to-Ticket

Jun
02

Capture Twitter mentions and support customers with Twitter-to-Ticket

Integrate your company Twitter account with the LiveHelpNow Ticketing system and act on socially driven support inquiries and sales opportunities.         Manage your social footp...

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NiftyQuoter Integration

Jun
02

NiftyQuoter Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with NiftyQuoter will allow for easy transfer of live chatter information into your NiftyQuoter clie...

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LiveHelpNow Insightly Integration

Jun
02

LiveHelpNow Insightly Integration

LiveHelpNow customer service system collects a lot of information about your customers. The integration with Insightly will allow for easy transfer of live chatter information into your Insightly ac...

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JangoMail Integration

Jun
02

JangoMail Integration

LiveHelpNow customer service system collects a lot of information about your customers. The integration with JangoMail will allow for easy transfer of live chatter information into your JangoMail ac...

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LiveHelpNow Chat Solve 360 Integration

May
28

LiveHelpNow Chat Solve 360 Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with Solve360 will allow for easy transfer of live chatter information into your Solve360 account f...

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LiveHelpNow ClinchPad Integration

May
28

LiveHelpNow ClinchPad Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with ClinchPad will allow for easy transfer of live chatter information into your ClinchPad account...

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PipeDrive LiveHelpNow Live Chat Integration

May
26

PipeDrive LiveHelpNow Live Chat Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with Pipedrive will allow for easy transfer of live chatter information into your Pipedrive account...

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PipelineDeals LiveHelpNow Live Chat integration

May
26

PipelineDeals LiveHelpNow Live Chat integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with PipelineDeals will allow for easy transfer of live chatter information into your PipelineDeals...

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LiveHelpNow ConstantContact Integration

May
24

LiveHelpNow ConstantContact Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with ConstantContact will allow for easy transfer of live chatter information into your ConstantCont...

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LiveHelpNow Live Chat Capsule CRM Integration

May
24

LiveHelpNow Live Chat Capsule CRM Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with Capsule CRM will allow for easy transfer of live chatter information into your Capsule CRM acc...

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LiveHelpNow HubSpot Integration

May
24

LiveHelpNow HubSpot Integration

LiveHelpNow help desk software collects a lot of useful information about your customers. The integration with HubSpot will allow for easy transfer of live chat information into your HubSpot account...

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LiveHelpNow Live Chat with Agile CRM Integration

May
24

LiveHelpNow Live Chat with Agile CRM Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with Agile CRM will allow for easy transfer of chatter information into your Agile CRM account for ...

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MailChimp LiveHelpNow Live Chat Integration

May
24

MailChimp LiveHelpNow Live Chat Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with MailChimp will allow for easy transfer of chatter information into your MailChimp account list...

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LiveHelpNow GetResponse Integration

May
23

LiveHelpNow GetResponse Integration

LiveHelpNow help desk software collects a lot of information about your customers. The integration with GetResponse will allow for easy transfer of chatter information into your GetResponse account fo...

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Using E-Mail profiles to personalize outgoing email

Apr
13

Using E-Mail profiles to personalize outgoing email

Email forwarding from within our System has been essential for customers to stay up to date with the Status of their Tickets, Track Statistics, and review Chat Transcripts. The benefits have been grea...

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LiveHelpNow Live Chat Integration with ZenDesk

Feb
27

LiveHelpNow Live Chat Integration with ZenDesk

LiveHelpNow help desk software features enterprise class email management system tightly integrated with LiveHelpNow live chat system producing integrated contact history, chat to ticket and ticket t...

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Chat Sentiment Analysis is Here

Feb
04

Chat Sentiment Analysis is Here

A common issue that people have with texting, emails, and live chat alike is that it’s hard to read how the person you’re talking to is feeling. Unless they’re padding their message...

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Announcing Live Chat Sentiment Analysis!

Feb
04

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 solutio...

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Are Your Spelling Mistakes Costing You Customers?

Dec
23

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 spell...

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7 Reasons You Should Invest in Knowledgebase Software

Dec
09

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...

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Manage email/ticket workflows with Ticket Triggers

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 ...

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What Does the LiveHelpNow Challenge Mean for YOU?

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. ...

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

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 intr...

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Improved Analytics and Ticket Surveys help you capture more customer feedback

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 ta...

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The Buying Process and The Impact of Technology

Sep
09

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...

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

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 self-employed busi...

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How to Boost Your Productivity by Outsourcing

Jul
24

How to Boost Your Productivity by Outsourcing

Whether you’re a small business owner, solo entrepreneur, or just a hard working person trying to get more done in less time, you can maximize your productivity by outsourcing. A lot of people ...

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June LiveHelpNow Challenge Winners Released

Jul
09

June LiveHelpNow Challenge Winners Released

We are proud to announce The LiveHelpNow Challenge Winners! We would like to congratulate the top ranking companies who provided excellent customer service in the month of June! The LiveHelpNow chall...

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5 Things Your Business Needs to Stop Doing Right Now

Jun
23

5 Things Your Business Needs to Stop Doing Right Now

Running a business is exhausting, its time-consuming, and it can easily take over your life. When something takes over your life, it can majorly cloud your judgment. When something clouds your judgme...

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How to Respond to E-Mail Complaints Effectively

May
23

How to Respond to E-Mail Complaints Effectively

As a commercial business providing any kind of service or product to the general public, you are likely to find that you occasionally get feedback that is less than positive. You might provide fantas...

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The April LiveHelpNow Challenge Winners Released

May
02

The April LiveHelpNow Challenge Winners Released

We are proud to announce The LiveHelpNow Challenge Winners! We would like to congratulate the top ranking companies who provided excellent customer service in the month of April! The LiveHelpNow chal...

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DIY Content Marketing: Realistic Rules and Tools to Get You Started

Apr
10

DIY Content Marketing: Realistic Rules and Tools to Get You Started

If you are a business owner, by now you have heard the hype about content marketing. You may have heard that traditional marketing is not going to deliver dependable results, as it has in years past....

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LiveHelpNow secured against OpenSSL heartbleed

Apr
10

LiveHelpNow secured against OpenSSL heartbleed

At LiveHelpNow we pride ourselves on maintaining a private and secure environment for our customers and their data. We employ financial grade security measures in both our hardware and software appli...

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Announcing The LiveHelpNow Customer Service Challenge!

Mar
26

Announcing The LiveHelpNow Customer Service Challenge!

LiveHelpNow is pleased to announce The LiveHelpNow Challenge,  a monthly ranking that measures the top 100 companies providing exceptional customer service-measured by LiveHelpNow’s customer servi...

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Negotiation skills – are they the key to success in business?

Mar
14

Negotiation skills – are they the key to success in business?

There are two types of people in the world – those who enjoy haggling to get the best deal, and those who would rather avoid it if they could. Even if you’d prefer a visit to the dentist than...

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LiveHelpNow and Telinta Work Together to Provide B2C Solutions for VoIP Service Providers

Mar
10

LiveHelpNow and Telinta Work Together to Provide B2C Solutions for VoIP Service Providers

Telinta, a global leader in cloud-based switching and billing solutions for VoIP service providers, is working with LiveHelpNow to offer business-to-customer engagement solutions to Telinta customers....

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Announcing the Beta Release of Visitor Triggers and Lead Scoring

Mar
04

Announcing the Beta Release of Visitor Triggers and Lead Scoring

LiveHelpNow is pleased to announce the Beta release of Real-time Visitor Triggers and Lead Scoring! These powerful tools bring you closer than ever to your client base, all while equipping your opera...

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Personalize Ticket Emails and Convert Calls to Tickets

Feb
27

Personalize Ticket Emails and Convert Calls to Tickets

In addition to customizing ticket emails in full html, you can now personalize email templates further by including the name of the operator that is working on the ticket in the status updates custome...

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Save Filters for Tickets and Access your Media Library

Feb
19

Save Filters for Tickets and Access your Media Library

LiveHelpNow Email-Ticket Management includes a Ticket Filter to sort through customer inquiries with absolute precision. The Ticket Filter makes it easy to search for past resolutions to current is...

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Customer Service Cornerstones For Your Online Business

Feb
18

Customer Service Cornerstones For Your Online Business

As a business owner and a consumer, you know that a company’s level of customer service can make or break a customer’s loyally and commitment to a brand.  Unfortunately one drawback of running a...

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Important Statistics for Your Business in 2014

Feb
07

Important Statistics for Your Business in 2014

Two months into the new year, most of us have abandoned our new years resolutions. While the motivation for self-improvement may be waning, we should avoid losing our annual perspective on business. ...

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New Features Coming to LiveHelpNow in 2014

Feb
04

New Features Coming to LiveHelpNow in 2014

LiveHelpNow Customer Service Software Rated #1 for 2014, with additional features coming soon…   Visitor Triggers with Lead Scoring for the Live Chat System   Visitor Triggers will...

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Managing Email Overload with Mass Ticket Actions

Jan
20

Managing Email Overload with Mass Ticket Actions

How do you manage email overload when you receive hundreds or even thousands of customer inquiries on a daily basis? Until recently there’s been no easy answer to that question. You can divide ...

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Search Chat History- Gain new insights into past chats

Dec
16

Search Chat History- Gain new insights into past chats

The latest LiveHelpNow release expands your ability to search chat history, allows you to tag past chats, and displays more relevant customer information in your call history. Read on for more details...

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Avoid Nightmare Holiday Customer Service

Dec
12

Avoid Nightmare Holiday Customer Service

Did you know that 74% of people say that customer service around holiday time is the worst it is all year? Did you know that 91% of people surveyed feel that businesses should be better prepared for ...

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TOP 10 REASONS TO TRY LIVE CHAT ON YOUR WEBSITE

Dec
05

TOP 10 REASONS TO TRY LIVE CHAT ON YOUR WEBSITE

Whether you’ve had an online business for years or you are just getting started, there are endless benefits to adding live chat to your website. We’ve narrowed down the top ten reasons to...

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Brand Blunders: Cautionary Tales & Lessons Learned

Nov
20

Brand Blunders: Cautionary Tales & Lessons Learned

At some point, every brand will find themselves in a less than desirable place publicly. It happens. Whether it’s an accidental offensive public statement or a vocal customer who spreads stories of...

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Live Chat Queuing- Balance Agent Workload in Call Centers

Sep
27

Live Chat Queuing- Balance Agent Workload in Call Centers

In the fast-paced environment of a modern call center, the efficient use of time is the key to both happy customers and satisfied management. 
Traditionally, live interactions between call center ag...

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Do I Really Need a Ticket System?

Sep
18

Do I Really Need a Ticket System?

Image courtesy of Stuart Miles / FreeDigitalPhotos.net How many times have you come in on a Monday morning, checked your email, and then instantly wanted to go crawl back in bed after seeing tons and ...

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Softwareadvice.com surveys customer service software buyers

Aug
22

Softwareadvice.com surveys customer service software buyers

Software Advice’s customer service investigator blog recently published the results of an in-depth survey targeting hundreds of customer support managers, IT directors and other customer servi...

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Why Mobile Chat May be the Best Thing to Ever Happen to You

Aug
20

Why Mobile Chat May be the Best Thing to Ever Happen to You

One of our proudest features here at LiveHelpNow is our fully functional, user-friendly Live Chat app. It operates on Apple and Android devices, and fills virtually all the holes left by traditional,...

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Open a streaming API of your live chat data

Jul
30

Open a streaming API of your live chat data

Introducing Eventing API – every webmaster’s dream Wouldn’t it be nice to have all the customer data LiveHelpNow collects for you sent instantly to your contact management system? Ev...

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Send LiveHelpNow chats to SalesForce CRM

Jul
30

Send LiveHelpNow chats to SalesForce CRM

Customer relationship management in the cloud Wouldn’t it be nice if you could house all of your LiveHelpNow chat sales leads and customer service inquiries in Salesforce CRM automatically? With Li...

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Talk business to me: Why a real phone conversation can trump a cold email

Jul
24

Talk business to me: Why a real phone conversation can trump a cold email

Image courtesy of stockimages / FreeDigitalPhotos.net How many times have you found your inbox cluttered with messages from various businesses that you don’t care to read? How many times have you fo...

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Live Chat cobrowsing, powered by join.me

Jul
10

Live Chat cobrowsing, powered by join.me

Serve customers like never before with join.me Provided by LogMeIn, join.me will allow you to serve your customers like never before. See a chatting customer’s screen and take over mouse and keyboa...

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Does My Website Suck?

Jun
11

Does My Website Suck?

#page li{margin:15px;} Maybe site traffic has slowed, maybe you haven’t gotten a unique hit on your site since the 90’s, maybe your competitors have started prank calling you because your websi...

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Help! I work with a jerk!

May
29

Help! I work with a jerk!

Everyone, at some point or another, meets someone they absolutely cannot stand. When you’re forced to work with them; however, is where real problems arise. Have no fear; we are here to help. Unclen...

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LiveHelpNow releases integral “Chat Button” and “HelpOut Tab” plugins

Apr
30

LiveHelpNow releases integral “Chat Button” and “HelpOut Tab” plugins

New Arrivals LiveHelpNow is announcing the release of two highly anticipated plugins for websites built with content managers, the “Chat Button” and the “HelpOut Tab.” LiveHelpNow’s Chat But...

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Knowledge Base article editor & Ticket system notifications get a facelift

Mar
04

Knowledge Base article editor & Ticket system notifications get a facelift

The LiveHelpNow Knowledge Base article editor has a new look and feel along with better performance. You’ll now be able to create ‘private’ tickets that are never visible to customer...

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Close the loop: Turn customer feedback into customer insight

Feb
14

Close the loop: Turn customer feedback into customer insight

Courtesy of FreeDigitalPhotos.net Regardless of the products it sells or the work it performs, no business can be successful for long if its customers aren’t happy. To learn where they stand in ...

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Track customer calls and expand your knowledge

Feb
04

Track customer calls and expand your knowledge

Look through ‘recent call history’ in your Ticket info and Callback info. Reviewing customer calls is a consistent way to get great customer feedback. We’ve just added a ‘rec...

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View visits by internet service provider and get more leads

Jan
28

View visits by internet service provider and get more leads

Live chats are a great lead source- especially when you prompt visitors for their contact information for later follow-up. In addition, LiveHelpNow lets you personalize how you see visitors browsing...

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5 Ways to optimize your website for mobile customer support

Jan
18

5 Ways to optimize your website for mobile customer support

Courtesy of FreeDigitalPhotos.net Maintaining a presence on the Internet through the use of social media and a well-designed company website is a must, but many companies forget that they must also ta...

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Android App for the Live Chat System

Jan
11

Android App for the Live Chat System

Our new Android App is now available to LiveHelpNow Live Chat System subscribers in the Google Play Store free of charge! We offer the top rated live chat system for websites, accessible in the pa...

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Personalize canned messages & transfer chats with a whisper

Jan
10

Personalize canned messages & transfer chats with a whisper

Sending pre-written messages while you chat is a great way to save time and allow yourself the freedom to multitask, but using too many can create a disconnect between you and the customer. We’ve re...

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Track customer conversations with chat & ticket tagging

Dec
28

Track customer conversations with chat & ticket tagging

Every day your staff talks to customers on a wide range of topics. While much of this is routine, wouldn’t it be nice to quickly pick the golden nuggets out of each conversation? Rather than wad...

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Season’s Greetings from LiveHelpNow

Dec
26

Season’s Greetings from LiveHelpNow

Courtesy of FreeDigitalPhotos.net The LiveHelpNow blog is taking a temporary break for the holiday season and we will resume regularly posting customer service strategies, best practices and more in t...

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9 Helpful Resources for Small Business Owners

Dec
11

9 Helpful Resources for Small Business Owners

Courtesy of FreeDigitalPhotos.net Starting and running a small business can be a risky game, subject to small changes in the local economy or the appearance of a big competitor. Small business entrepr...

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Topics in Small Business: Stay Alive Admist Shopping Trends

Dec
04

Topics in Small Business: Stay Alive Admist Shopping Trends

Courtesy of FreeDigitalPhotos.net We’ve written a lot about how online and mobile shopping have spiked in recent years, with this holiday season shaping up to be the busiest e-commerce has seen yet....

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Personalize visitors display

Nov
30

Personalize visitors display

LiveHelpNow now offers the ability for you to pick and choose what attributes of website visitors you want to see in your operator panel. You’ll have the option to immediately view each browser’s...

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Industry Focus: Live Chat for Toy Stores

Nov
28

Industry Focus: Live Chat for Toy Stores

Courtesy of FreeDigitalPhotos.net Toy stores probably experience most of their business right now, between Thanksgiving and Christmas. With more parents shopping around online before making a purchase...

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Why Cyber Monday Matters All Year

Nov
26

Why Cyber Monday Matters All Year

Courtesy of FreeDigitalPhotos.net Over the past few years, Cyber Monday has overtaken Black Friday as the biggest shopping day of the year, befitting the upward trend in online buying. In one of many ...

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How to Win Over Holiday Shoppers

Nov
20

How to Win Over Holiday Shoppers

Courtesy of FreeDigitalPhotos.net During the holiday season, shops put out their best sales and competitive prices to pull in savvy shoppers, but locating the best sale and bopping from store to store...

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9 ways small businesses can compete with the big guys during holidays

Nov
14

9 ways small businesses can compete with the big guys during holidays

Image courtesy Muffet Most small business owners during this time have a severe case of butterflies in the stomach syndrome. They know that while  holidays can be a very good time for them, they are ...

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7 ways small businesses can promote themselves during Thanksgiving

Nov
12

7 ways small businesses can promote themselves during Thanksgiving

Thanksgiving is only 10 days away. Whew! This is the time of the year to be thankful and show appreciation to your clients and customers who have made your small business successful. People are going ...

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How seasonal businesses can thrive year round

Nov
09

How seasonal businesses can thrive year round

This past Halloween, you might’ve purchased your costume from a spooky superstore like Spirit or Halloween Adventure. Come Thanksgiving, it’ll be time to stock up on turkey, stuffing, and cranberr...

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Google report shows boost in online shopping

Nov
07

Google report shows boost in online shopping

Courtesy of FreeDigitalPhoto.net A new study released by Google classifies the upcoming holiday season as the first “non line” shopping season, meaning that the line between online and off...

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6 tips to prepare your website for the holiday rush

Nov
05

6 tips to prepare your website for the holiday rush

Photo courtesy of FreeDigitalPhotos.net The holiday season is upon us, and hundreds of millions of consumers this month and the next will spend billions of dollars buying stuff. This month has Thanksg...

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Topics in Small Business: Presidential Election Preview

Nov
02

Topics in Small Business: Presidential Election Preview

Courtesy of FreeDigitalPhotos.net With the presidential election less than a week away, undecided voters are in a bind to choose which candidate will best serve their interests as the next President. ...

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6 ways small businesses can get back on their feet after Sandy

Nov
01

6 ways small businesses can get back on their feet after Sandy

If you are in an area where Hurricane Sandy tore through, you are in our thoughts and prayers. We hope you and your loved ones are safe and secure. However, if you are a small business owner, and espe...

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7 ways small businesses can take advantage of Halloween

Oct
30

7 ways small businesses can take advantage of Halloween

According to the National Retail Federation 71.5 % Americans will spend almost $8 billion during Halloween in 2012. For any kind of business, big or small, online or brick and mortar, Halloween repres...

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Mastering the Sales Funnel: How to Regain Disgruntled Customers

Oct
25

Mastering the Sales Funnel: How to Regain Disgruntled Customers

Maybe you’ve succeeded in walking customers through your funnel step by step. Vetting them, making them happy, and keeping them around. But chances are some of your interactions didn’t go so smoot...

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Mastering the Sales Funnel: How to Build Long-Term Loyalty

Oct
23

Mastering the Sales Funnel: How to Build Long-Term Loyalty

You’ve generated new leads, qualified them, pursued them, and gotten the sale. Now how can you keep those shoppers coming back? Loyal customers keep companies alive, not only through repeated busine...

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Mastering the Sales Funnel: Turning Leads into Sales

Oct
18

Mastering the Sales Funnel: Turning Leads into Sales

Courtesy of FreeDigitalPhotos.net Once you’ve got leads coming in, take the next steps to walk them toward the register. The process may not always be speedy, but taking the time to parse through po...

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Mastering the Sales Funnel: How to Generate Leads

Oct
16

Mastering the Sales Funnel: How to Generate Leads

Courtesy of FreeDigitalPhotos.net Sometimes, small business owners can get so caught up in their end product or the bottom line that they forget about the process it takes to get there. While its true...

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Topics in Small Business: Going Green

Oct
09

Topics in Small Business: Going Green

Courtesy of FreeDigitalPhotos.net Making your office and operations environmentally friendly is a positive change for all parties involved – the Earth, your budget, and your customers. It doesn’t ...

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Topics in Small Business: Writing a Business Plan

Oct
04

Topics in Small Business: Writing a Business Plan

If you’re just getting your small business off the ground, chances are you’ll need funding. To win over investors, you need a stalwart business plan, with as many details and supporting evidence a...

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10 Customer Service Facts You May Not Know

Oct
02

10 Customer Service Facts You May Not Know

Courtesy of FreeDigitalPhotos.net Did you know that every year, the first full week of October is recognized as Customer Service Week? An international celebration, the festivities honor not only the ...

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How Solopreneurs Can Be Customer Service Whizzes

Sep
27

How Solopreneurs Can Be Customer Service Whizzes

Customer service is a kind of job that takes up a lot of time and energy. And because of the nature of the job, it involves plenty of human interaction. Now that’s all well and good for a big co...

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Web Design for Small Business Owners

Sep
25

Web Design for Small Business Owners

Websites are 100% essential for even the smallest businesses, but building one is a daunting task for many owners with little experience in design. Luckily, platforms like WordPress, GoDaddy, and Squa...

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How call back systems can improve call center effectiveness

Sep
21

How call back systems can improve call center effectiveness

What do you do when you are short on trained agents to man your helpdesk, but neglecting calls can lead to customers and prospects jumping ship and giving you a bad rep? What do you do when you don...

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How to turn idle help desk agents into productivity powerhouses

Sep
18

How to turn idle help desk agents into productivity powerhouses

Courtesy of FreeDigitalPhotos.net If you oversee a help center, you’ve likely noticed that unpredictable call volumes can leave you with the difficult task of managing periods of idle time. Inactive...

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Why a good knowledge base can be a game changer for software vendors

Sep
13

Why a good knowledge base can be a game changer for software vendors

FreeDigitalPhotos.net A knowledge base is not merely something that’s nice to have if you offer software products and services. It’s as crucial as pushing regular updates, incorporating ne...

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Metrics That Matter: Assessing Your Helpdesk Solution

Sep
11

Metrics That Matter: Assessing Your Helpdesk Solution

Analytics are a manager’s best friend. By collecting massive amounts of customer data into neat reports, they allow management to identify problem areas and set concrete, quantifiable goals. But wit...

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Update: GoDaddy outage brings LiveHelpNow down

Sep
10

Update: GoDaddy outage brings LiveHelpNow down

Update: GoDaddy services were brought back up at around 5:20 PM ET Today at around 11:00 AM GoDaddy services were brought down supposedly by a hacker attack. LiveHelpNow, unfortunately, hosts their DN...

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Don’t let shopping cart abandonment kill your ecommerce store

Sep
06

Don’t let shopping cart abandonment kill your ecommerce store

Courtesy of FreeDigitalPhotos.net Wanna know the biggest problem e-commerce sites are dueling with? It’s not inventory, shipping or logistics. It’s shopping cart abandonment (65.23% rate!)...

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Improve Job Satisfaction for Superior Customer Service

Sep
04

Improve Job Satisfaction for Superior Customer Service

Courtesy of FreeDigitalPhotos.net To many business owners, the number that matters most is the bottom line. But while profit is vital to driving a business forward, that singular focus too often blurs...

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Topics in Small Business: Disaster Preparedness

Aug
30

Topics in Small Business: Disaster Preparedness

Just yesterday, Hurricane Isaac struck a slow but treacherous path across Louisiana, prompting evacuations and rescues, and robbing about a third of the state’s households of power. The storm could ...

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Why Small Businesses Are Good at Customer Service

Aug
28

Why Small Businesses Are Good at Customer Service

Courtesy of FreeDigitalPhotos.net As a company grows, its executives may lose sight of the most important aspect of any money-making enterprise: pleasing the customer. Mainly, this is because big comp...

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Four tagging tips to make the most of every chat

Aug
23

Four tagging tips to make the most of every chat

courtesy of freedigitalphotos.net You may already have read about the usefulness of chat tags. With LiveHelpNow’s analytical features, tagging chats let operators track what their customers’ n...

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5 tips for organizing your knowledge base

Aug
21

5 tips for organizing your knowledge base

Courtesy of FreeDigitalPhotos.net So you have decided to start a knowledge base. Smart choice! But a knowledge base can’t be established simply by installing a knowledge base software and slapp...

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Should Small Businesses Support Paul Ryan?

Aug
16

Should Small Businesses Support Paul Ryan?

Now that Republican presidential candidate Mitt Romney has selected his VP pick, voters can make a better assessment of what the U.S.’s economic future could look like if the pair is elected. Most o...

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5 reasons you should invest in your knowledge base

Aug
14

5 reasons you should invest in your knowledge base

Savvy companies know that customer service is a key way to differentiate themselves from the competition. As has been mentioned here before, a knowledge base is one useful tool for improving your webs...

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Find us on YouTube

Aug
13

Find us on YouTube

Are you a visual learner? We have a YouTube channel chock full of helpful tutorials just for you! In this clip, one of our reps reviews LiveHelpNow‘s best features and practical uses: Visit o...

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How to Adapt Call Center Tactics to Chatting

Aug
09

How to Adapt Call Center Tactics to Chatting

Courtesy of FreeDigitalPhotos.net “Time is money.” Ben Franklin coined this saying in the 1700s, and it’s especially true today for businesses looking to expand. So if you’re c...

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6 Reasons Non-Profits Need Chat

Aug
07

6 Reasons Non-Profits Need Chat

Live chat software has often been touted as a complete helpdesk solution for businesses, but it’s not just for customer service reps sitting at desks with headsets on all day, trying to make sales. ...

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How Pre-Chat Customer Info Can Lead to More Sales

Aug
02

How Pre-Chat Customer Info Can Lead to More Sales

You’ve heard how collecting customer feedback can help you uncover and fix mistakes, improve service, and better understand your shoppers. In the long run, that helps to forge stronger customer loya...

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How Colleges Can Benefit from Live Chat

Jul
31

How Colleges Can Benefit from Live Chat

Courtesy of freedigitalphotos.net When it comes to college, the competition is stiffer than ever. Applicants take on multiple high-level courses and extracurriculars in hopes of beating out millions o...

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How to be an Olympic Brand-Builder

Jul
26

How to be an Olympic Brand-Builder

Courtesy of FreeDigitalPhotos.net With the 2012 Olympics opening tomorrow, pressure is stacked on London to make the experience successful and memorable for all involved. Among the many responsibiliti...

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Google Adwords put live chat front and center, so should you do the same?

Jul
24

Google Adwords put live chat front and center, so should you do the same?

You may already know that AdWords allows you to add extensions to your Google ad, whether it’s your business location, phone number, additional product info, or social media links. Now, Google is te...

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5 ways to direct users to self help options on your site

Jul
19

5 ways to direct users to self help options on your site

Courtesy of FreeDigitalPhotos.net Previously on this blog we have covered why it’s smarter to invest in self help options instead of making users call or email every time they have a problem. Be...

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Mobile Technology: Find the balance between work and life

Jul
17

Mobile Technology: Find the balance between work and life

Want to find the best local happy hours? There’s an app for that. Want to see if you can get those shoes on sale? There’s an app for that. Want to track finances, manage employees, and access CRM ...

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Can you be the world’s most Pinteresting business?

Jul
12

Can you be the world’s most Pinteresting business?

I don’t always use social media, but when I do I prefer…Pinterest? Lots of media has circulated around Pinterest as a great social media marketing tool, but for some industries the picture-sharing...

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7 ways to speed up customer service and reduce churn

Jul
10

7 ways to speed up customer service and reduce churn

Your customers are all busy people. When something breaks — a payment not received, a shipment delayed, faulty merchandise shipped — you will have to fix it as soon as you can. The faster ...

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Companies who invest in customer experience reap rich rewards

Jul
05

Companies who invest in customer experience reap rich rewards

If you have been reading this blog for any amount of time, you may have noticed a recurring theme. We passionately believe that only those companies providing a brilliant customer experience will be a...

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What Obamacare means for your business

Jun
28

What Obamacare means for your business

This morning, the Supreme Court made a landmark decision to uphold Obama’s Affordable Care Act, requiring every U.S. citizen to have health insurance or pay a penalty. While most of the politica...

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7 reasons excellent customer experience can be your ace in the hole

Jun
25

7 reasons excellent customer experience can be your ace in the hole

Can I make an informed guess? The economy is terrible and you are staring across at the competition, sitting pretty on a pile of cash. On the surface, things don’t look good. But what if I told ...

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Automatically send customers their chat transcript and invite them to take a survey

Jun
07

Automatically send customers their chat transcript and invite them to take a survey

Looking for an easy way to connect with your customers? Remind them of their positive experience with your brand by sending them a copy of their latest chat transcript. You can even link a survey to t...

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7 strategies for getting word of mouth advertising from customers

May
22

7 strategies for getting word of mouth advertising from customers

A good word from customers to their friends and family is worth its weight in gold for you, the marketer. It’s the most effective form of marketing in terms of ROI and also the most sustainable....

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7 reasons why phones should not be your primary customer service channel

May
15

7 reasons why phones should not be your primary customer service channel

If you are like most small businesses, you will have a phone support option that is either operated in-house or outsourced to a third party call center. In many cases, that’s the only support op...

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Provide excellent customer service without wasting time

May
08

Provide excellent customer service without wasting time

With the LiveHelpNow HelpOut Tab® you can point customers with routine support questions to online help before they can pick up the phone to call you. With over 8,000 customer accounts, LiveHelpNow ...

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7 ways you can stop customers from getting buyer’s remorse

Mar
26

7 ways you can stop customers from getting buyer’s remorse

“I think you should have looked around. You would have gotten a better deal” If you are a salesperson nothing is scarier than these words spoken to your customer by their spouse, colleague...

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iPhone App for the Live Chat System

Mar
21

iPhone App for the Live Chat System

Our new iPhone App is now available to LiveHelpNow Live Chat System subscribers in the iPhone App Store free of charge! For the first time, you can have the LiveHelpNow experience in the palm of you...

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6 smart and cost effective strategies for getting loyal customers

Feb
07

6 smart and cost effective strategies for getting loyal customers

A new customer always comes with the baggage of acquisition costs. It’s only when that customer returns for a second purchase that you can make 100% on your profit margin.In some sectors, compan...

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Live Chat Tagging – How to get detailed information about the content of your chat traffic

Feb
06

Live Chat Tagging – How to get detailed information about the content of your chat traffic

Your staff took 100 chats this week; how many were for sales, how many for support, how many were for something else? Unless you’ve set up a multitude of separate departments, it’s difficult to kn...

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Tired of seeing ‘You’ or ‘Visitor’ instead of your customer’s name in chat?

Feb
06

Tired of seeing ‘You’ or ‘Visitor’ instead of your customer’s name in chat?

Make chat personal again by interacting with prospective customers on a first name basis. Our latest update to the live chat system allows the name a visitor enters in pre-chat requirements to be thei...

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The LiveHelpNow live chat window – Designed with your brand in mind

Feb
06

The LiveHelpNow live chat window – Designed with your brand in mind

The live chat window is often a visitor’s first point of contact with your company, and it should be designed to reflect your brand. The latest release of the LiveHelpNow chat window is easier to cu...

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5 principles that make multitasking with live chat easier

Jan
31

5 principles that make multitasking with live chat easier

  Offering a live chat option on your website is a great start at being more responsive to your market’s needs. But if you have decent traffic and your agents process one chat request at a time...

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Are talkative customers clogging up the phone lines?

Jan
09

Are talkative customers clogging up the phone lines?

One of our previous posts talked about strategies you can use to talk with angry customers and turn the situation around. Another unenviable situation you might face is when the caller just loves the ...

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5 strategies to transform your live chat service into a sales channel

Jan
04

5 strategies to transform your live chat service into a sales channel

Live chat is becoming a part of the online shopping experience as research point indicates that interacting with a visitor on a site real time can boost conversions. But merely installing a chat sof...

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6 things service reps should do when an angry customer calls

Dec
14

6 things service reps should do when an angry customer calls

When you are running a business you won’t be able to please all customers no matter how hard you try. In some cases that translates into an angry customer dialing the contact number and swearing...

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6 tips on turning customer feedback into business intelligence

Dec
08

6 tips on turning customer feedback into business intelligence

So you have got the memo and have started collecting customer feedback. Congratulations. But that is only the first step of a long process. An ideal customer feedback scenario would be when the entire...

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Is the FAQ on your site really helping customers?

Dec
04

Is the FAQ on your site really helping customers?

You might have been hearing a lot of talk about how a well written FAQ can be a powerful customer service asset. And it is true- customers and prospects really do appreciate a well written FAQ section...

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5 tips on motivating your help desk employees – Part 2

Nov
30

5 tips on motivating your help desk employees – Part 2

This is part 2 of a two part series about motivating your help desk department. Part 1 is here. In the last blog post I talked about why a company needs to keep the morale of the customer service dep...

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5 tips on motivating your help desk employees – Part 1

Nov
25

5 tips on motivating your help desk employees – Part 1

Some of the most important employees of your organization work at the helpdesk. They are the first to deal with prospects and customers and your brand image depends a lot on how they do their job. Con...

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5 customer service communication mistakes that can kill your business

Nov
20

5 customer service communication mistakes that can kill your business

If you are running a business, you will never be able to compete on prices or range of services and products offered. There will always be someone else who can sell more stuff at cheaper rates than yo...

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LiveHelpNow speaks Greek and now so can you!

Sep
12

LiveHelpNow speaks Greek and now so can you!

The world’s just gotten a little smaller and your sales opportunities have just gotten a lot bigger. We’re writing to let you know about an exciting new feature now available in our live c...

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Sell baby sell – customer service and lead generation, redefined

Aug
21

Sell baby sell – customer service and lead generation, redefined

The day before yesterday I was shopping online. More specifically, I was looking for some rock climbing shoes as some vacation time was coming up and the great outdoors beckoned. As I clicked on the s...

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Are you missing your 3 am phone call?

Jul
15

Are you missing your 3 am phone call?

By this time you are looking pretty good in the customer service department if you have implemented Live Chat, a Ticketing System, and a Knowledge Base. You have a live chat system on your site which ...

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How to slash thousands of dollars from customer service budgets..

Jun
11

How to slash thousands of dollars from customer service budgets..

and deliver the same levels of service as before? This post is meant for you if you have a website and Sell products or services that generate a lot of customers’ questions Need to deliver post...

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LiveHelpNow sponsors The Dreyfuss Initiative

Jun
10

LiveHelpNow sponsors The Dreyfuss Initiative

Friday, June 10, 2011 Lovely Alena & Richard Dreyfuss Richard & us. Awesome! Finally setup for the event, smiles ...

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Customer email management giving you nightmares? Here’s your shining knight

May
25

Customer email management giving you nightmares? Here’s your shining knight

The case of the missing shoes Robert is window shopping for shoes online. He lands on a store and likes what he sees in the selection. He picks out a pair and orders it- the store advertises a three d...

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Chatting your way to customers and profits

May
18

Chatting your way to customers and profits

This post will be about live chat. After reading this we hope that you will have enough information to make an informed decision regarding Live Chat systems and get the complete lowdown on costs and b...

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Are you losing customers and bleeding profits?

May
12

Are you losing customers and bleeding profits?

If a number of your customers are saying something along the lines of “I am not buying from you again” it does not mean that your products or service offerings are bad. You can be perfect ...

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How to increase live chat volume

Mar
17

How to increase live chat volume

Make Sure Your Staff is Ready Staff can be easily prepared and trained to know how to use the operator panel and handle multiple incoming chats simultaneously. Don’t Hide the Chat Button Placeme...

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Live Chat Software and SEO

Jan
19

Live Chat Software and SEO

Live chat software not only improves your customer conversion and retention rate- it can also trim about 20% from your advertising costs. Are you interested in refining your PPC campaign search terms ...

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How cloud computing and live chat software foster better customer relationships

Jan
13

How cloud computing and live chat software foster better customer relationships

Although there are many differences between startups and long established growing businesses, they still have one thing in common: they rely on client satisfaction in order to remain profitable. A key...

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Tracking and Improving the Effectiveness of the Help Desk

Jun
17

Tracking and Improving the Effectiveness of the Help Desk

The help desk staff is an essential link between the customer and the company. It is through efficient and helpful customer service provided by this staff that the company gains and retains loyal cust...

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The Pros and Cons of Outsourcing Customer Service

Jun
11

The Pros and Cons of Outsourcing Customer Service

Although the trend to outsource customer service predates the current recession, it has become increasingly appealing to businesses trying to hold down costs in a time of economic difficulties. The de...

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The Art of Excellent Customer Service

Jun
09

The Art of Excellent Customer Service

Because the customer is the lifeblood of any business, excellent customer service should be the primary method used to retain a loyal client base. Anyone dealing directly with clients has the responsi...

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Live chat implementation- 6 steps for success

Mar
16

Live chat implementation- 6 steps for success

Live chat is a great sales tool and a tremendous tactic to offer fantastic customer service. It’s more scalable than a call center because live chat systems typically permit the customer service...

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Increase Online Sales

Mar
13

Increase Online Sales

Timing is everything Regardless of industry, the timing of the right sales pitch at the right time will move a customer towards the desired action. Of course this is over simplified, but it is true. M...

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How to increase website traffic and how to convert it with SEO

Mar
02

How to increase website traffic and how to convert it with SEO

There are many ways to increase visitor traffic to your website and there are many ways to convert it. In Part I we will talk about probably most popular (because it is usually free), yet time consumi...

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Live chat software: enhancing customer relationships with web-based chat

Feb
06

Live chat software: enhancing customer relationships with web-based chat

When it comes to e-commerce, technical aid or product sales, no matter how amazing your web site is, you still need to have that human touch. LiveHelpNow provides a cutting edge solution for ensuring ...

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How can live chat help auto dealers?

Jan
22

How can live chat help auto dealers?

The latest tactic that car dealerships are using to increase sales and pull in repeat customers is an up close and personal method of communication via the dealership’s web site called “live c...

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“Between the quality of the package and the enthusiasm of the people behind it, I feel like the sky’s the limit with this company.”
- Joel Levin, VP of Support