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  • Chat support suite

    Real-time support solution that’s super fast and oh so reliable.

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    HELP DESK SUITE

    Our flexible ticketing platform is a cinch to use for any agent.

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    FAQ BUILDER

    Speed up all your support processes with integrated FAQ pages.

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    Applications
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    Plugins & Integrations
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    Documentation
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    Company
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    Agent Handbook
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    Agent Test
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    #SmallBizCX19
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    Help Desk Analytics

    Customizabel dashboards, real time feed of CSAT scores, Live Chat and Support ticket response rates, Knowledge base usage and many more

    Analytical Reports

    The facts don’t lie. Right now there is a wealth of information on your site holding vital clues to your perfect sales formula. LiveHelpNow Analytics focus in on the data that matters most to your bottom line, including a wealth of operator and website performance reports.

    Analytics

    ANALYTICS REPORT USAGE

    Gain real-time access to each conversation customers have with your team in the operator panel and review past conversations in LiveHelpNow Analytics. Recent conversations with customers are displayed to operators automatically as they chat, resolve tickets, or answer callback requests. In Analytics reports, search through past conversations by date, operator, customer details, or any other keywords and export search results to Microsoft Excel.

    Every time a customer has a conversation with you they’re expressing interest in your products or services. LiveHelpNow captures the contact details of visitors that connect with you and lets you export this data for sales or marketing purposes.

    Detailed Analytics reports allow you to see how many visitors browse your site, how many start conversations with your team and how effective these conversations have been for your business. Track website, operator, and team performance in real time and after the fact with customer satisfaction surveys. If you already use Google Analytics to monitor your site, LiveHelpNow services integrate seamlessly.

    A customer favorite, The LiveHelpNow Challenge is a dashboard that starts with your overall account performance score and the 12 customer service metrics that are used to calculate it. Each customer service metric on the Challenge dashboard links you to resources that can help you improve your overall account score.

    Here are only some of the reports offered


    EXECUTIVE REPORTS AVAILABLE
    • Main Overview
    • Conversions
    • Marketing Overview
    • Content Overview
    • Website Errors
    Analytic Reports
    MARKETING REPORTS AVAILABLE
    • Referrers
    • Referrer URLs
    • Search Engines
    • Search Terms
    • Landing Pagess
    Marketing Reports
    WEBSITE VISITORS REPORTS AVAILABLE
    • Daily Visitors
    • Visits vs. Pageviews
    • New vs. Returning
    • Visitors by ISP
    • Visitors by Country
    • Visitor Languages
    • Hourly Visitors
    • Top Content
    • Top Exit Points
    • Browser Versions
    • Platform Versions
    • Browser / Platform Combo
    • Screen Resolutions
    • Screen Colors
    • Java Enabled
    • Raw Visitor Data
    Visitor Reports
    CHAT SYSTEM REPORTS AVAILABLE
    • Operator Time Clock
    • Daily Live Chat Statistics
    • Daily Live Chat Breakdown
    • Chat Transcripts
    • Chats By Tag
    • Chat Transcripts (Bulk Print)
    • Survey Statistics
    • Survey Statistics by Operator
    • Chat Sentiment Analysis
    • Chat Launch URLs
    • Contact List (pre - chat window)
    • Secure Forms Data
    Chat System Reports
    CALL LOG REPORTS AVAILABLE
    • Contact List (callback requests)
    • Calls by Tag
    • Export Call Log
    • Secure Forms Data
    Call Log Reports
    SUPPORT TICKET REPORTS AVAILABLE
    • Ticket System Detailed Statistics
    • Ticket System Performance
    • Contact List (ticket submissions)
    • Tickets by Category
    • Ticket by Priority
    • Tickets Export
    • Ticket by Assignment
    • Tickets by Tag
    • Ticket Survey Statistics
    • Ticket Survey Statistics by Operator
    • Secure Forms Data
    • Ticket by Hour
    Support Ticket Reports
    FAQ/SELF SERVICE REPORTS AVAILABLE
    • Search Terms
    • Highly Rated Content
    • Poorly Rated Content
    • Most Viewed Content
    • Least Viewed Content
    FAQ Reports

    Questions?
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