In 2023, LiveHelpNow introduced significant software improvements, including the AI-powered chatbot, Hue, which enhances customer service. Other features such as Voice Chat, Contacts Manager, and Google Business Messages integration were also added. The new Agent Workspace includes various improvements to enhance the customer service experience, ensuring a better customer support system overall.
LiveHelpNow 2023 Software Features
Agent Workspace Improvements
As a LiveHelpNow customer, using the new Agent Workspace can help you organize customer information and connect with them via various channels, including Voice Chat, Google Business Messages, and social media platforms. The Workspace provides features like customer filters and a Sneak Peek, allowing agents to provide better service.
AI-powered Solutions: Hue
Hue, powered by ChatGPT, is an AI chatbot and live agent assistant that can resolve up to 80% of customer support queries instantly. It ensures shorter wait times, quicker resolution of common inquiries, and 24/7 customer support, making it a valuable tool for enhancing customer service efforts.
Voice Chat
Voice Chat enables agents to connect to customers via voice directly from within the Agent Workspace, offering a solution for resolving technical problems efficiently. It eliminates the need for a separate phone line and enhances communication between agents and customers.
Contacts Manager
The Contacts Manager provides a personalized and visually appealing interactive customer information list, giving agents quick access to all available customer information, similar to a mini CRM. This feature ensures that agents can provide tailored and efficient customer service.
Google Business Messages
The Google Business Messages integration allows businesses to interact directly with customers through their Google Profile listing. This feature provides a convenient live chat option for customers, improving the overall customer experience.
Embedded Chat Window Update and New Widget Buttons
The new Embedded Widget design improves the customer experience by combining simplicity and functionality. It offers a modern look, full-screen capabilities, and new features that support conversation flow, ensuring a positive experience for customers.
Supervisor View: Analytics in Real Time
Supervisor View provides a live snapshot of the entire LiveHelpNow account, offering a visual overview of key metrics and interaction breakdowns. It helps supervisors monitor agents’ performance and customer interactions in real time, contributing to better service delivery.
Queuing Enhancement
The queuing enhancement ensures a more even distribution of assignments for agents, improving the efficiency of customer query management.
Social Media Integration Updates
With updates to Facebook, Instagram, and WhatsApp integrations, businesses can enhance their social media customer support, ensuring that they can connect with customers on various platforms effectively.
Shopify and ShipStation Integration
The integrations with Shopify and ShipStation add ease to managing WISMO orders within the Agent Workspace, enabling agents to deliver excellent customer experience through omnichannel capabilities.
Webpage Capture
The Webpage Capture feature allows agents to capture the current browser window of the visitor during a chat, aiding in technical support and faster troubleshooting.
Transfer Department Enhancement
Agents can now transfer chats or tickets to a different department, improving the flexibility and efficiency of customer query resolution.
Advanced Filter
The reinstated advanced filter options provide more specific filter choices, enhancing the search and organization capabilities within the new Agent Workspace.
Incorporating these LiveHelpNow software features can significantly enhance your customer service capabilities, providing better experiences for your customers.
