The document describes a help desk software suite that provides live chat, ticket management, call management, knowledge base, and analytics capabilities. It is an intelligently integrated suite of help desk systems with patent #US 9,178,950 B2.

1. Help Desk Software Suite
Intelligently Integrated Suite of Help Desk Systems.
Live Chat, SMS, Ticket Management, Call Management, Knowledge
Base and Enterprise Level Analytics
Patent #: US 9,178,950 B2

2. It’s No Mystery: LiveHelpNow Can Help Your
Business Succeed
• It’s no mystery. At LiveHelpNow,
providing the tools you need to
create a great customer service
experience is what we’re all
about.
• We can help you meet new
customers, offer dramatically
improved customer service, and
boost your profits.
• Just like your business, ours is
built on creating great
relationships with our
customers. We love helping you
to support your customers —
and to build a more profitable
business.

3. LiveHelpNow: A Cause for Celebration
• LiveHelpNow has been successfully
helping our customers support their
customers since 2005 – which is why
we’re trusted by more than 8,000
large and small companies, including
the U.S. Navy, U.S. Army, U.S. Coast
Guard, Barracuda Networks, Dell, HP,
AARP, Samsung, AAA Mid Atlantic, and
many others.
• It’s also why we’ve made the Inc 5000
fastest growing companies list for 2
years in a row and been ranked the #1
Live Chat Software by TopTenREVIEWS
for 6 years in a row.
• As you can see, our success makes us
very happy. But we’re even happier
when we can help your company or
organization succeed – and celebrate –
just like us.

4. What is the LiveHelpNow solution?
We’re glad you asked.
• LiveHelpNow is a powerful, scalable
web-based customer service suite
that turns your static site into a
powerful and dynamic resource for
helping new and existing customers.
• Simply put, LiveHelpNow is the most
comprehensive, integrated
customer service solution on the
market today.
What is the LiveHelpNow Solution?
Comprehensive and unmatched suite of products!
Real time visitor tracking and intelligent engagement,
live chat, email ticket system,
integrated knowledge base, integrated SMS, real time
dashboards and much more…

5. What’s In It For You?
• Superb multi branding abilities
that enable a call center of any
size to easily support multiple
brands.
• Live Chat that features advanced
queuing and routing, visitor/chat
triggers and automations,
sentiment analysis, automatic
real-time translation and
spellcheck services, and much
more.
• Highly secure and reliable with
99.9% uptime.
Check out just a few of the many features and benefits that LiveHelpNow
offers:

6. What’s In It For You? (cont.)
• Closely integrated Ticketing, Call and
Knowledge base systems enable agents to:
 See previous chat and email history for
the chatting/calling/emailing customer
 Provide quick responses via knowledge
base lookup
 Enable self-service so customers can
help themselves.
• Call back management system enables
customers to schedule phone calls with
customer service agent.
• Analytics system is built for enterprise,
featuring more than 80 comprehensive
reports ranging from website statistics to
agent productivity.
LiveHelpNow offers unique, seamless integration between our Live Chat, SMS,
Ticket, Call, and Knowledge (FAQ) capabilities. It’s the best of all worlds.

7. What Makes LiveHelpNow Different?
• Operator console design supports easy
multitasking so operators can
simultaneously chat, respond to
tickets/phone calls, and search the
knowledge base
• Dedicated US-based 24/7 support
• Real-time agent coaching, monitoring and
grading
• Financial grade security
• Live Chat via SMS
• State-of-the-art inquiry tagging system
• Instant language translation
• Social media integration
• Effortless support for unlimited brands
• Integrated customer surveys
• Integrates with any CRM, including
SalesForce, HubSpot, Agile, and many
more
Everyone says they’re different. LiveHelpNow really is – and here are some of
the many reasons why:

8. What Makes LiveHelpNow Different? (cont.)
• Targeted customer engagement
• Customer satisfaction scorecard
• Exportable dynamic enterprise
level reports
• Skill-based routing and queuing
• Agent permissions and restrictions
• Whisper technology
• File transfer
• Automated tagging
• Integrated secure forms for HIPAA /
PCI compliant data collection
• And so much more…
Make a difference now with LiveHelpNow.
LiveHelpNow isn’t just different – we also believe in making a difference
for our clients with:

9. Live Chat System
• Our live chat system offers a
completely customizable chat
window and chat buttons
• Instant language translation allowing
agents to chat with customers all
over the world
• Patented whisper technology
allowing real-time agent coaching
• Tagging system
• File transfer capability
• Customizable pre/post chat surveys
▫ Secure forms allowing secure, HIPAA
and PCI compliant collection of
confidential data
• State-of-the-art Enterprise level
reporting tools
Nothing is more important than communicating with your customers. And
nobody does it better – or more responsively – than LiveHelpNow:

10. Live Chat System (cont.)
• Real-time visitor tracking with triggers and
automation supports engaging or routing
customers via previously defined workflows
• Out-of-the-box integration with SalesForce and
many other platforms as well as the ability to
integrate with any external system by using
Webhooks
• 5 year storage for enterprise accounts (90 days
for others)
• Department routing, agent restrictions, and
canned responses
• SMS chat capability enables customers to simply
text your number for support
• Support for all browsers and all platforms,
including Windows, Mac, and mobile
With the LiveHelpNow chat system, it’s almost like talking in person – only better.

11. SMS Chat
• Offer support to your customers via
text.
• All you need is the phone number you
already use to support your
customers.
• Shipping products to consumers?
Include your phone number on the
package and ask the customer to text
you with any issues.
• Want to see how SMS Chat works?
Just text 877-548-3001 (the
LiveHelpNow 800 number) to find out.
With LiveHelpNow’s revolutionary SMS chat capability, mobile customers can
get immediate help just by texting.

12. Secure Forms
• Enables you to create any form to collect
any information on the fly
• You can securely receive loan applications,
visa applications, credit card information
and much more from customers – from
right within your chat
• Or you can email customers a link to
LiveHelpNow powered secure – PCI and
HIPAA-compliant— form to collect private
information
Secure Forms is a unique feature of LiveHelpNow that helps protect your
customer information even better than a guard dog:
Patent #: US 9,178,950 B2

13. Chat Sentiment Analysis
• Automatically notifies managers when a
customer is unhappy about their interaction
with a customer service representative.
• There’s no need for the customer to fill out a
survey or file a compliant.
• Using fuzzy logic, Sentiment Analysis reads the
tone of a conversation between a service
representative and customer –automatically
alerting managers when an interaction is less
than favorable.
Want to know whether your customers are happy with a chat exchange?
LiveHelpNow’s Sentiment Analysis feature can tell you.

14. Instant Translations and Whisper
We've harnessed the power of
translation to provide you with
real-time language translation in
a chat session.
LiveHelpNow simplifies and improves communication with your customers.
Here’s how:
Want to improve how your chat agents
interact with your customers? Our
patented Whisper Technology enables
you to silently connect to any chat
session and coach your agents in real
time. Patent #: US 9,178,950 B2

15. Take the LiveHelpNow Challenge
• The LiveHelpNow Challenge
compiles and pushes your real-
world customer service results and
feedback to your dashboard daily.
• Each month the Challenge ranks the
top 100 companies providing
excellent customer service. If your
company ranks from a field of more
than 10,000, you get bragging
rights.
• Our agent challenge grades
individual agents based on the same
metrics so you can recognize the
superstars on your team – and find
out who needs more training.
Wouldn’t you like to receive monthly feedback on the quality and quantity of
your customer service with exact instructions on how to improve it? Now you
can use gamification to do just that —with no added cost or work.

16. Reports
With LiveHelpNow, you benefit from our unique, powerful reporting
capability. You can simply and easily view a wide range of detailed reports.
You can even drill down to the actual chat transcript or email to view the
satisfaction score card for every agent – and the exact chats and emails that
affected a poor or good rating.

17. Reports (cont.)
Executive Reports
• Main Overview
• Marketing
Overview
• Content
Overview
Marketing Reports
• Referrers
• Referrer URLs
• Search Engines
• Search Terms
• Landing Pages
Contact List (pre-chat
window)
Chat System Reports
• Operator time clock
• Daily Live Chat
Statistics
• Daily Live Chat
Breakdown
• Chat Transcripts
• Chat Transcripts
(Bulk Print)
• Survey statistics
• Survey statistics by
Operator
• Chat sentiment
analysis new
• Chat Tag Statistics
• Chat Launch URLs
Website Visitors Reports
• 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
Here are just some of LiveHelpNow Reports available at your fingertips:

18. Reports (cont.)
• Operator timeclock shows which agents were online for
which department and their utilization %
• Daily live chat and ticket statistics provides an overview
of chats/emails per day, hour, and department
• Breakdown shows chat/emails by agent and department
• Chat transcripts enables you to view actual transcripts
• Survey statistics show post chat/email survey statistics
for the account, department, and operator
• Chat sentiment analysis show how many chats have
positive, neutral and negative sentiments.
• Tag statistics categorize chats and emails a by tag
• Secure forms data shows form submissions by agents or
customers
With LiveHelpNow, reports are simple to locate and use. Here is just some of
the awesome information delivered by LiveHelpNow reports:

19. Security
• IP Restrictions that allow only
certain IPs to login to your account
• 256 bit encryption
• Strict password policy and lockout
mechanism
• Transparent Data Encryption (TDE)
• HIPAA and PCI compliant
• Tested weekly for vulnerabilities
• DDoS protection
• Two data centers (Active
Texas/Passive Virginia)
• Data may be purged hourly, daily,
or right upon chat/email
resolution.
At LiveHelpNow, we take security very seriously. That’s why we offer the most secure
live chat and email communications on the market today, with 99.9 percent uptime.
Just a few of our security features include:

20. Why wait to start taking advantage of the most comprehensive, integrated
customer service solution available today? Start your free 30-day trial today.
Have more questions? No problem!
Chat with us at http://www.livehelpnow.net, email us at
help@livehelpnow.com, call or text us at 877-548-3001.