Livehelper Reviewer's Comments
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After viewing the side-by-side comparisons you may wonder why Livehelper earned the top spot. After all, price is always a key factor and there are several lower-ranked, less expensive chat programs available. Our reason: efficiency. One chat operator can manage more chats each hour on Livehelper than on any other chat service, period. And since Live Chat is all about responding to customers quickly (so they don't go somewhere else) our ratings weighed heavily on efficiency control. Livehelper does offer a free trial download to try the service before you invest.
Livehelper Screenshots. Click to Enlarge
Ease of Use:
We found Livehelper the most customizable yet simplest to understand. You can easily tailor the look of your chat window, buttons, text, and images-including your company logo. Your chat service can greet customers with your company's particular look and style.
You can customize your operator controls too. For example, you can opt to have both a sound and visual alert whenever a customer initiates a chat, so an operator with low alert volume (or a loud radio) will notice a waiting chat visually.
Setup Ease:
Some chat software is technically challenging to install, but Livehelper is for regular people. You need no expertise to set up or run Livehelper chat.
Multi-Tasking Ease:
Operators can handle multiple chat sessions without restrictions; the only limit is your operator's ability to keep up with all the chats. The resizable chat windows make it easy to keep track of a dozen chats simultaneously. (Customers can resize their chat window as well.)
Livehelper's multitasking highlight - all the tools you need to manage an individual call are included in each open live chat window.
On the other hand, some lower-ranked chat services required us to open a main task panel, locate the right visitor (from a large list), then select the desired feature (such as sending an image file). So, for most other chat services, multi-tasking is awkward, especially if an operator is managing several chats at once. We appreciated Livehelper's efficiency.
Monitoring Capabilities:
With Livehelper, you can monitor most anything about customers on your site. Your chat operators can track which pages customers visit on your site as they visit them.
Your chat operator can see where a customer came from (which website link or search engine) and learn what keywords the customer used to find your website. Keywords are a valuable marketing/sales tool offered by only a few chat services.
Your employees can easily spot return customers, look up their chat history, then start a relevant conversation. The only monitoring feature Livehelper doesn't offer is the website statistics summary.
Feature Set:
The floating invitation makes the chat option noticeable for your customer, but not intrusive.
Our test operators loved the built-in spell checker; it labels misspellings on the fly. Your chat operator can correct errors just before sending.
Operators can open webpages for customers, send documents, image files, or even transfer sensitive data-such as account information-safely over a secure SSL connection.
The typing indicator shows customers that your chat operator is busy typing a response. This is a small convenience, but one that customers appreciate.
When a chat ends, you can automatically send the customer an optional survey to grade the value of your chat operator's help. Your customer can also request an email of the transcript.
For more on features please see our Live Chat Homepage.
Help/Support:
We found the chat operators at Livehelper polite and skilled at answering even tricky questions fast. The company also offers tech support 24/7 through chat, a toll-free number, and email.
Here is what one chat operator had to say about Livehelper support:
Every time I phoned, Livehelper fixed my problem immediately or called back as promised-they never left me hanging. They don't have this written anywhere, but their policy is Courtesy First.
Recently, when Livehelper had a small problem with their software for a day or two, they gave free service for that month. Now you can't say they will do that with everyone, but this shows Livehelper is looking out for my best interest.
Also, twice when we've had suggestions for the software, Livehelper reps listened, and when possible, they adapted to meet our requests and didn't charge us a cent.
~Marc, Chat Representative using Livehelper
Scalability:
Livehelper grows with your company. There are no limitations-you can add as many chat operators as your company needs.
Summary:
Livehelper offers a valuable feature set, excellent customer service, and keeps all its promises; the service does everything it is supposed to do, and well.
Livehelper's intuitive controls perform almost like artificial intelligence; the program offers a feature for everything operators need right when they need it. Although some business owners may not be able to justify the expense, we counter, how can you not? The efficiency of Livehelper makes it a breeze for operators to multi-task with several customers, satisfied customers lead to more sales, and higher sales justify the expense.
©2008 TopTenREVIEWS, Inc.
