Review

LiveChatNow

Chat (one on one, one on many)

Operators may have multiple chat sessions with as many visitors as they can handle. Chat works like instant messaging so the amount of chat sessions solely depends on the number of visitors an operator can handle comfortably.

Website monitoring

LiveChatNow features a robust website and visitor monitoring mechanism with specific information fields that identify each visitor and provides a brief history. An operator sees the geographic Information, Search Keywords and Referring URL, Navigation history on the website. With traffic filtering an operator may also ban visitor IP addresses.

Proactivity

As a marketing tool operators can set proactivity to automatically invite visitors to chat based on pre-defined rules. Manual proactive invites to chat is also available.

Spelling

With an in-built spell checker operators will see mistaken words underlined in red as they type. A right-click on such words will bring up possible replacement words from the dictionary.

Supported platforms

LiveChatNow is one of the most robust real-time support softwares in the market and amongst the few software to have a platform dedicated to Mac OS users. Without a browser-interface users may log in and perform traditional live support task from a Linux computer, Mac, or Windows PC.

Canned Responses

LiveChatNow futures an intuitive engine that suggests canned responses to the operator based on the visitor’s question. An operator can respond using a canned answer with just one click. Canned messages can be created and shared or used by a single operator. The software comes with a preset library – a collection of preset canned answers.

Pricing

The live chat services costs $19.50 monthly per operator.

Additional features

Pre-Chat Post Chat Surveys – Pre and Post Chat surveys are a nice way to gather information from visitors to know their level of satisfaction after a chat session.

Push URLs – An operator can have the visitor look at a certain URL if it’s useful in answering the visitor’s questions.

Sounds – The system plays a sound when the visitor enters text, when the operator enters text, and on a couple other triggers.

Reports

LiveChatNow does not do very well in this category as administrators have very few options to generate reports and obtain software-generated reports for business planning. An operator performance report is generated showing log in times, calls handled, and duration period of calls handled by an operator.

Customizations

You can customize chat window with your own logo, apply premade or custom skin to your chat window, use premade or customize live chat buttons on your website or create custom pre and post chat surveys to poll your visitors.

Multiple Site support

As administrator the same set of operators can handle live support for multiple sites using a single LiveChatNow account.

Multiple Languages support

LiveChatNow is a Unicode based software with support for multiple languages including Chinese, Korean, Japanese, and French.

Security (Encryption)

LiveChatNow supports SSL encryption so an operator can force encryption on all chat sessions.

Customer Support Representative Performance

LiveChatNow customer support are available via email, live chat and phone. Our interactions with their live agent was helpful and we are sure customers would have little or no complaints in this regard.

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