Websites using LiveHelp

Okay, let s break down LiveHelp, covering its overview, potential revenue aspects, alternatives, pricing models, and customer care. It s important to note that LiveHelp is a fairly generic term. To provide the most accurate information, I ll assume we re talking about a live chat software commonly used for customer support or sales on websites. I will cover the aspects of a typical live chat software and also mention specific platforms wherever possible.

What is LiveHelp (Live Chat Software)?

LiveHelp, in the context of online business, refers to software that enables real-time, text-based conversations between website visitors and company representatives (support agents, sales staff, etc.). It s typically implemented as a widget or chat window embedded on a website.

Key Features and Functionality:

• Real-time Chat: The core feature – allows agents to instantly communicate with visitors.
• Proactive Chat: Triggers automated chat invitations based on visitor behavior (e.g., time on page, pages visited).
• Chat Routing: Directs chats to the most appropriate agent or department based on skills, availability, or pre-chat survey responses.
• Canned Responses: Pre-written answers to frequently asked questions for faster response times.
• File Sharing: Allows agents and visitors to exchange files (e.g., documents, images).
• Chat Transcripts: Records of all conversations for future reference, training, and analysis.
• Reporting and Analytics: Provides data on chat volume, agent performance, customer satisfaction, and other key metrics.
• Integrations: Connects with other business systems like CRMs (Customer Relationship Management), help desks, and marketing automation platforms.
• Mobile Apps: Allows agents to manage chats from mobile devices.
• Customization: Branding options to match the website s look and feel.
• Offline Forms: Collects visitor information when agents are unavailable.
• Knowledge Base Integration: Integration with the help center software to provide self service options for the customers.

Potential Revenue Impact:

Live chat can positively impact revenue in several ways:

• Increased Sales Conversions: Addressing visitor questions and concerns in real-time can encourage them to make a purchase. It s like having a salesperson available 24/7.
• Reduced Cart Abandonment: Proactively offering assistance to visitors who are about to abandon their shopping carts can recover lost sales.
• Improved Customer Satisfaction: Faster and more personalized support leads to happier customers, increasing loyalty and repeat business.
• Lead Generation: Live chat can be used to collect visitor information and qualify leads for sales teams.
• Upselling and Cross-selling: Agents can identify opportunities to recommend additional products or services based on the visitor s needs.
• Reduced Support Costs: Handling multiple chats simultaneously is often more efficient than phone support, reducing overall support costs.
• Gaining a Competitive Advantage: Providing live chat shows that you care about the customer experience and can set you apart from competitors.

Specific Platforms and their offerings:

Here are some popular Live Chat software platforms, along with information on their pricing and customer care:

• Zendesk Suite:
  • Overview: Zendesk is a comprehensive customer service platform with live chat as a core component. It offers a wide range of features, integrations, and scalability.
  • Pricing: Starts from $55/agent/month, billed annually. Different plans offer varying features and support levels.
  • Customer Care: Zendesk is known for having a robust customer support team, offering comprehensive knowledge base, community forums, and direct support channels like chat and email, depending on your subscription plan.
• Intercom:
  • Overview: Intercom focuses on personalized customer communication. It combines live chat, email marketing, and a help center into a single platform.
  • Pricing: Pricing can be complex and varies based on usage and features. They offer different packages for marketing, sales, and support. It s typically more expensive than some other options. Expect to pay $74/month for basic plans with limited features.
  • Customer Care: Intercom offers a help center, documentation, and support through chat and email. Higher-tier plans typically get priority support.
• LiveChat:
  • Overview: LiveChat is a dedicated live chat software solution known for its ease of use and affordability.
  • Pricing: Starts from $20/agent/month, billed annually. Offers multiple plans based on features and agent count.
  • Customer Care: LiveChat provides 24/7 support via chat, email, and a knowledge base.
• HubSpot Live Chat:
  • Overview: Integrated within the HubSpot CRM platform. It s a good option for businesses already using HubSpot for marketing and sales.
  • Pricing: Available as part of HubSpot s free CRM. Paid plans unlock more advanced features and integrations.
  • Customer Care: HubSpot offers extensive documentation, a knowledge base, community forums, and direct support through email, chat, and phone (depending on the subscription level).
• Tawk.to:
  • Overview: A completely free live chat solution. It s a popular choice for small businesses and startups on a tight budget.
  • Pricing: Free
  • Customer Care: Primarily community-based support and documentation. Paid options are available for removing branding and getting dedicated support.

Alternatives to LiveHelp (Live Chat):

While live chat is effective, it s not always the best solution for every situation. Alternatives include:

• Email Support: A more traditional method for handling customer inquiries. Good for less urgent issues.
• Phone Support: Provides a more personal touch and is suitable for complex problems.
• Help Desk Software: (e.g., Zendesk, Freshdesk) Manages support tickets, tracks issues, and provides a centralized system for customer support.
• Knowledge Base/FAQ: (e.g., Help Scout Docs, Zendesk Guide) Allows customers to find answers to common questions themselves, reducing the need for live support.
• Chatbots: Automated conversational agents that can answer simple questions and route customers to the appropriate resources. Can be integrated into live chat platforms.
• Social Media Support: Providing support through social media channels like Twitter and Facebook.
• Community Forums: Allow customers to help each other and share knowledge.

Pricing Models for Live Chat Software:

• Per-Agent Pricing: The most common model, where you pay a monthly or annual fee for each agent using the software.
• Usage-Based Pricing: Pricing is based on the number of chats, messages, or other usage metrics.
• Feature-Based Pricing: Different plans offer varying levels of features, with higher-priced plans including more advanced functionality.
• Free Plans/Trials: Many providers offer a free plan with limited features or a free trial period.

Customer Care Details:

• Availability: Look for 24/7 support if you need round-the-clock assistance.
• Channels: Support channels can include email, chat, phone, knowledge base, and community forums.
• Response Time: Consider the expected response time for different support channels.
• Documentation: A comprehensive knowledge base and well-written documentation can help you troubleshoot issues yourself.
• Service Level Agreements (SLAs): Some providers offer SLAs that guarantee a certain level of service and uptime.

Key Considerations When Choosing a Live Chat Solution:

• Your Business Needs: What features are essential for your business?
• Budget: How much can you afford to spend on live chat software?
• Ease of Use: Is the software easy to use for both agents and customers?
• Integrations: Does the software integrate with your existing business systems?
• Scalability: Can the software scale as your business grows?
• Customer Support: Is the provider s customer support reliable and responsive?

To get the most accurate pricing and feature information, it s always best to visit the specific vendor s website. Good luck in your search!