LiveHelpNow vs. Provide Support Live Chat vs. Ruby Virtual Receptionist Services

LiveHelpNow provides an easy way to provide youtube links, manual links and remote software links to customers in real time. There is no need for the cx to have to go check their email or go outside of LiveHelpNow to see the helpful information. Which is important as we prefer to keep customers engaged on our website!

Incentivized

Provide Support Live Chat is a very user friendly tool. It allows my Customer Service Team to perform their daily duties and easily access live chats when needed. It's really great because we can ask for contact information so we can research questions if needed and then reply back in a timely manner. Our customers and potential customers can always have access to a live person.

Incentivized

Ruby Virtual Receptionist Services is well suited for a business that needs call screening and message-taking services. The service is expensive but if the user is willing to put a lot of time and effort into planning and scriptwriting, as well as call handling instructions, it may work well. Also, if there is not much information that must be captured by the receptionist, I feel this may be a better fit.

Incentivized

• Easy for customers to reach out.
• Best for short quick answers.
• Easy for staff to use.

Incentivized

• Incoming chat notifications
• Easy to add additional operators to the room
• Easy to see information of the person you are chatting with
• Chat transcripts are automatically emailed

Incentivized

• Call-out request "personal assistant services."
• Ruby Receptionist app.

Incentivized

• Needs better integration with Marketo

Incentivized

• Does not allow us to flag a particular 'consumer' as a scammer.

Incentivized

• Clarity in billing.
• Shortened hold times.
• Less transfer time from call to receptionist (between English and Spanish).
• Better training of receptionists to prevent certain things from being said to clients - decreases client confidence.

Incentivized

They are there when I need them.

Incentivized

We elected to continue with Provide Support Live Chat because it was more economical compared to Salesforce's option. While Salesforce contained more integration options, we did not see the need to dramatically increase our costs just to have direct integration with Salesforce records and accounts. We haven't evaluated other options since we are happy with Provide Support Live Chat.

Incentivized

We switched over from Answer First to Ruby Receptionist because we wanted a more full-service answering service. We wanted to be able to call out using our business number as well as text in and out. We also really liked the "call-out request" feature as it freed up our time and allowed Ruby to handle minor client communications, etc.

Incentivized

• The most notable positive impact that we have experienced were during the pandemic. When the world as we know if shut down LiveHelpNow gave us a much needed way for us to stay in contact with our customers. Our hold times for phone support was at an all time high. Having LiveHelpNow allowed many many customers to receive assistance for minor issues without the frustration of calling in.

Incentivized

• I was not a part of the business decision to start using Provide Support Live Chat. I have been with the company for 6 years and I can say it is well worth it.

Incentivized

• Increased efficiency.
• NEGATIVE ROI.

Incentivized