LiveHelpNow

Agent Scheduling

LiveHelpNow’s Agent Scheduling feature allows administrators to assign shifts and manage agent availability across time zones. It ensures optimal coverage by aligning support resources with peak demand periods. This improves response efficiency, reduces idle time, and supports balanced workloads, helping customer service teams stay organized and deliver timely support throughout all operational hours.

Alerts (Escalation)

LiveHelpNow offers Alerts (Escalation) to automatically notify agents or supervisors when tickets are not addressed within defined timeframes. Escalation rules can be customized based on urgency or SLA parameters. This prevents delays, enforces accountability, and ensures prompt resolution by escalating issues to higher levels before they impact customer satisfaction or violate service agreements.

Automated Routing

LiveHelpNow features Automated Routing to intelligently direct incoming tickets, chats, or emails to the appropriate agents based on skill, department, or availability. This automation reduces manual effort, accelerates response times, and ensures that customer inquiries are handled by the most qualified personnel, ultimately improving accuracy, efficiency, and customer satisfaction in support delivery.

Call Me Option

LiveHelpNow’s Call Me Option enables customers to request a callback directly from the support interface. Instead of waiting on hold, users submit their contact details, and an agent calls them back at a convenient time. This feature enhances customer convenience, reduces wait frustration, and improves service efficiency by allowing structured, scheduled voice communication.

Co-Browsing

LiveHelpNow’s Co-Browsing tool allows agents to view and navigate a customer’s web session in real time with their permission. It provides hands-on support without needing downloads or screen-sharing tools. This feature is especially useful for resolving website-related issues quickly, guiding users effectively, and improving customer satisfaction through personalized and efficient assistance.

Community Forums

LiveHelpNow supports Community Forums where users can ask questions, share knowledge, and interact with other customers or support staff. Forums foster peer-to-peer support and reduce ticket volume by encouraging self-resolution. They also help build a customer community, generate user-driven insights, and serve as a valuable resource for frequently encountered questions or concerns.

Contract (SLA Management)

LiveHelpNow includes SLA Management tools that let teams define, monitor, and enforce service level agreements with clients. Administrators can set timelines for responses and resolutions, with automatic alerts for upcoming violations. This ensures accountability, improves response performance, and keeps support teams aligned with customer expectations and contractual service delivery requirements.

Customizable Branding

LiveHelpNow offers Customizable Branding to help businesses reflect their identity across customer touchpoints. Teams can personalize portals, chat windows, emails, and help content with logos, themes, colors, and messaging. This consistency reinforces brand recognition, builds trust, and delivers a seamless, professional experience aligned with the company’s visual and communication standards.

Document Storage

LiveHelpNow’s Document Storage enables agents to upload, store, and manage support-related documents within the platform. Whether it's manuals, contracts, or troubleshooting guides, files can be attached to tickets or shared with customers. Centralized storage streamlines collaboration, ensures quick access to resources, and improves service quality by keeping critical documents readily available.

Incident Management

LiveHelpNow delivers Incident Management to track, document, and resolve disruptions or service-affecting events efficiently. It ensures each incident is recorded with relevant details, categorized, prioritized, and monitored through resolution. This process-driven approach minimizes downtime, supports accountability, and provides valuable data for analyzing trends, improving systems, and enhancing the overall support strategy.

Knowledge Base

LiveHelpNow features a searchable Knowledge Base that provides customers and agents with instant access to helpful articles, FAQs, and how-to guides. It encourages self-service, reduces ticket volume, and ensures consistent answers to common questions. Agents also benefit from quick reference material, which helps speed up response times and standardize support practices.

Known Issue Management

LiveHelpNow’s Known Issue Management tracks recurring problems and links related tickets to a central issue for better coordination. This allows support teams to update all affected users efficiently and reduce duplicated efforts. It improves transparency, speeds up resolution of repeated concerns, and helps manage customer expectations through proactive communication and centralized tracking.

Live Chat

LiveHelpNow offers Live Chat for real-time communication between customers and agents. This feature supports instant responses, reduces resolution times, and enhances customer engagement. With features like typing indicators, canned responses, and chat history, Live Chat creates a convenient, interactive experience that builds user satisfaction through fast, personal, and effective support.

Macros (Templated Responses)

LiveHelpNow includes Macros (Templated Responses) that allow agents to reply to common inquiries with pre-written answers. These customizable templates save time, standardize communication, and reduce repetitive typing. Agents can personalize macros before sending, ensuring efficient yet humanized responses, especially during peak periods or for frequently encountered customer questions or issues.

Multi-Channel Communication

LiveHelpNow’s Multi-Channel Communication integrates support across email, chat, SMS, phone, and social media, all within one dashboard. This unified view ensures agents can track and respond to all customer inquiries regardless of channel. It improves team efficiency, maintains context across conversations, and enhances the overall customer experience with seamless, consistent support.

Offline Form

LiveHelpNow provides an Offline Form for capturing customer inquiries when agents are unavailable. Visitors can leave their contact information and message, which is then converted into a ticket for follow-up. This ensures no query goes unanswered, maintains customer engagement outside live chat hours, and supports round-the-clock service continuity even when the team is offline.

Shortcut Messages

LiveHelpNow includes Shortcut Messages to help agents reply quickly during live chats using customizable, pre-set phrases. These shortcuts reduce typing time, maintain response consistency, and allow agents to handle more conversations simultaneously. While efficient, they can be personalized as needed, ensuring a balance between speed and customer-specific, humanized communication during support sessions.

Social Media Integration

LiveHelpNow’s Social Media Integration brings messages from platforms like Twitter and Facebook directly into the help desk. Each inquiry becomes a trackable ticket, allowing agents to respond without leaving the system. This feature ensures prompt replies, consistent service across channels, and improved engagement by connecting with customers where they’re most active online.

Surveys & Feedback

LiveHelpNow offers Surveys & Feedback tools that allow organizations to capture customer opinions post-interaction. Custom surveys measure satisfaction, identify improvement areas, and monitor agent performance. Feedback results help improve service quality, guide training initiatives, and strengthen customer relationships by showing that the organization values user experience and is committed to continuous improvement.

Ticket Management

LiveHelpNow provides robust Ticket Management to log, organize, prioritize, and resolve customer support issues from multiple channels. Each ticket includes status updates, conversation history, and assignment tracking. This centralized system ensures timely responses, reduces information loss, and supports structured workflows, helping support teams deliver efficient, transparent, and professional customer service.