Introduction to Hue AI

Businesses are turning to AI to improve customer service and communication. LiveHelpNow’s Hue AI is designed to take customer support to the next level, ensuring quick and effective responses to emails and inquiries. By automating routine tasks and providing instant answers, Hue AI transforms customer interactions and lightens the workload for your support team.

Email auto answer Powered by Hue AI

Is your customer support team struggling to keep up with a flood of emails? Hue AI Agent can help. When a customer sends an email or submits a web form, Hue instantly responds with a highly accurate answer—pulled from your knowledge base, website, and other data sources. If the response fully resolves the inquiry, the case is closed. If the customer needs further assistance, the message is seamlessly assigned to a live agent.

One of our clients has successfully resolved 77% of customer inquiries using Hue AI, significantly reducing their support workload. 

Overview of Hue AI Technology

Hue AI uses machine learning, natural language processing, and predictive algorithms to understand email inquiries and provide accurate responses. It learns from past interactions, improving quickly.

By analyzing language intricacies, Hue AI detects both explicit content and underlying intent, ensuring more relevant solutions. Its adaptability keeps pace with evolving customer needs, making it a smart, future-ready customer service tool.

Importance of AI in Customer Service

AI is transforming customer service by reducing wait times and boosting satisfaction. It handles routine inquiries 24/7, allowing human agents to focus on complex issues.

AI also analyzes large data sets to reveal customer trends, helping businesses refine their services. This leads to better efficiency, cost savings, and a smarter approach to customer engagement.

How Hue AI Responds to Customer Emails

LiveHelpNow’s Hue AI agent automates email responses and improves support workflows. It pulls from multiple sources to craft accurate replies, ensuring a seamless experience for customers and businesses.

Key Features and setup:

Setup Knowledge Sources and enable Hue AI Agent for email

Hue customizes responses using:

• Company Knowledge Base: Pulls from FAQs, guides, and documentation.
• Website Content: Scrapes public info like policies and pricing.
• Previous Interactions: Uses past conversations for context.

Admins easily select sources in the system setup console in Admin -> System Setup-> Hue AI Sources.

Configure sources of knowledge for Hue AI to draw information from to be able to answer emails for your organization.

Enable Hue Ai Agent for email answering or agent assist

Customizable Tone

Hue adapts to brand personalities with configurable prompts:

• Professional: Formal and polished.
• Humorous: Lighthearted and engaging.
• Polite: Respectful and balanced.

This ensures a consistent brand voice in customer interactions.

Customer Feedback & Improvement

Customers can easily rate responses, helping businesses:

• Measure satisfaction.
• Identify knowledge gaps.
• Improve AI accuracy.

If Hue’s reply is unhelpful, tickets escalate to a live agent.

Efficiency & Scalability

Hue boosts operations by:

• Reducing workload: Handles routine queries, freeing agents for complex tasks.
• 24/7 Availability: Provides instant support anytime.
• Scaling with demand: Manages high volumes without extra staff.

Seamless Integration

Hue connects with existing customer service systems, requiring minimal setup. Once activated, it starts processing tickets immediately.

Proactive Engagement

Hue goes beyond responses by initiating follow-ups, reminders, and service updates, improving customer satisfaction and loyalty.

Analytics & Reporting

Businesses can track:

• Response Accuracy: Measures helpful replies.
• Escalation Rates: Shows when AI hands off tickets
• Customer Feedback Trends: Identifies improvement areas.

Hue streamlines support, enhances customer experience, and scales effortlessly.

How Hue AI assists agents

Hue AI offers an Agent Assist feature that helps customer service agents by suggesting responses instead of replying automatically. This allows businesses to use AI while keeping human oversight. When an agent drafts an email, Hue AI analyzes the conversation, customer inquiry, and company knowledge base to recommend a response. The agent can use, edit, or discard the suggestion as needed.

Many LiveHelpNow customers start with Agent Assist before enabling full auto-answer. This lets them test AI accuracy and build trust in its responses. Agents also gain insight into how AI interprets queries, helping refine its accuracy. Agent Assist speeds up response times by providing ready-made suggestions, ensuring consistent and high-quality communication. Businesses can later switch to auto-responses if desired, maintaining flexibility while benefiting from AI-driven support.

This is how Hue AI Agent assists agents by suggesting an answer to a question received via email from a customer

Natural Language Processing Capabilities

Natural Language Processing (NLP) powers Hue AI, enabling it to analyze emails, detect context, and understand sentiment. This ensures responses are accurate and human-like.

Hue AI identifies key phrases to determine the request type and fetch relevant data. For example, it can pull product details from a database for specification inquiries. This reduces miscommunication and enhances customer experience. Over time, Hue AI learns from past interactions, refining its accuracy and adapting to customer needs for more personalized responses.

Integration with Existing Email Systems

Adopting new systems can feel overwhelming, but Hue AI integrates easily with existing email marketing platforms. Businesses can use AI without changing their current setup.

Hue AI works with Gmail, Outlook, and custom email systems. It monitors emails in real time, prioritizes them, and generates quick responses. It also categorizes emails by urgency or topic, allowing support teams to handle complex issues efficiently, boosting productivity.

Language Support

In a global market, language support is essential. Hue AI offers multilingual capabilities, enabling seamless communication with diverse customers.

Hue AI understands and responds in multiple languages, expanding business reach and ensuring customers get help in their preferred language. It also adapts tone and formality based on cultural norms, fostering trust and loyalty by making interactions respectful and personalized.

Increased Efficiency and Response Time

Hue AI significantly boosts efficiency and response times by handling high inquiry volumes without delays. It eliminates bottlenecks, ensuring no customer feels ignored.

The AI manages multiple emails at once, providing instant replies to common queries. This allows human agents to focus on complex issues, improving service quality. Faster responses lead to higher customer satisfaction and loyalty.

Hue AI continuously learns from interactions, refining its accuracy and offering personalized responses. If a customer often asks about a product, it can proactively share updates or promotions.

Beyond email, Hue AI integrates with social media and live chat, ensuring fast, consistent support across channels. This omnichannel approach strengthens customer relationships and builds long-term loyalty.

Cost Savings for Businesses

Implementing Hue AI can lead to significant cost savings for organizations. By reducing the need for large customer service teams, businesses can reallocate resources effectively. Less reliance on human agents for routine inquiries diminishes training costs and associated overheads, making it a financially viable solution.

Moreover, the efficiency brought about by Hue AI can lead to increased revenues. Satisfied customers are more likely to return and recommend services to others, further enhancing the brand’s reputation and market position. Ultimately, the initial investment in AI technology can yield substantial returns through cost savings and improved customer engagement.

In addition to direct cost reductions, businesses can also benefit from improved operational efficiency. Hue AI can analyze customer interactions and identify patterns, enabling organizations to streamline their processes and optimize workflows. This data-driven approach allows for better decision-making and resource allocation, ensuring that businesses can respond swiftly to market changes and customer needs. As a result, companies can maintain a competitive edge while minimizing waste and redundancy in their operations.

Furthermore, the integration of Hue AI can enhance the overall customer experience. By providing instant responses and personalized interactions, businesses can foster a sense of loyalty among their clientele. This level of engagement not only leads to higher customer retention rates but also encourages upselling and cross-selling opportunities. As customers feel more valued and understood, they are more inclined to explore additional products or services, ultimately driving further revenue growth and solidifying the business’s position in the marketplace.

Case Studies and Success Stories

Many businesses have seen significant gains by adopting Hue AI in customer service. Here are real-world examples of companies that improved efficiency and customer satisfaction.

These success stories highlight measurable benefits, such as faster response times, reduced workload for agents, and increased customer engagement, proving Hue AI’s impact.

Businesses That Have Implemented Hue AI

Hue AI has transformed customer service across industries, from retail to finance. Companies struggling with email management have seen remarkable improvements.

A top online retailer used Hue AI to cut response times and improve interactions, boosting customer satisfaction and repeat sales. AI-driven insights also helped them personalize offerings.

A financial services companies facing peak-time overloads reduced handling times by 50% with Hue AI. Automation of routine queries let agents focus on complex issues, enhancing service quality.

Measurable Outcomes and Improvements

Companies using Hue AI report up to 70% faster response times and fewer customer complaints, leading to better service quality and decision-making.

A telecom firm leveraged AI insights to identify pain points, improve services, and reduce churn. AI-driven customer support boosts efficiency and enhances experiences.

Beyond operations, businesses see cultural shifts as employees feel more empowered with AI tools. This leads to better service and a more positive work environment.

Adopting Hue AI is now essential for optimizing customer service. It drives efficiency, cuts costs, and improves satisfaction—key factors in staying competitive. Want to see how it can work for your business? Try Hue AI free for 30 days and experience the difference.

The post Email Auto Answer Powered by Hue AI appeared first on LiveHelpNow.

Intrigued? 

Read on to learn more about our new Sneak Peek feature – the customer support agent’s next superpower. 

Sneak Peek Into Customers’ Mindsets

We’re not kidding when we say our Sneak Peek Feature provides a window to the customers’ minds. 

An essential part of our new Agent Workspace, the function provides the ability to see what customers are writing before they submit their responses. This allows agents the opportunity to respond faster because they can start typing and retrieving information sooner. Additionally, this new feature can help agents better understand customer sentiment. If a customer types a somewhat angry message but then deletes it, an agent can come up with a successful strategy to appease the unhappy customer. Here is what the Sneak Peek feature looks like in action:

Here is an example of the Feature in Action 

For example, let’s say customer types, “I’m looking for shipping options on the website” in a chat. He or she then takes additional time to type another question or add more information to the inquiry. With the Sneak Peek option, an agent sees the upcoming question ahead of time and can be ready with shipping information details. 

It’s like having the power of premonition and mindreading all at the same time! 

Use Sneak Peek to Train New Superhero-Agents

The sneak peek into the customers’ minds makes website visitors’ interactions go smoother. But we’re expanding the feature to add another benefit. 

Soon, supervisors and admins will be able to enable the Sneak Peek feature on the agent level as well. This feature development adds to our whisper technology, which enables supervisors or other agents to help during a visitor interaction. When a supervisor or agent ‘whispers’ into another agent’s chat session, the agent will see the message, but the customer can’t. 

Providing Fast and Personalized Customer Support is Easier with Sneak Peek 

Between knowing what the customers are typing ahead of time and making sure the agents are providing the best possible service, the Sneak Peek brings great benefits to live chat users. Sneak Peek aids with the speed of customer support interactions as well as with service personalization efforts.

It’s a true superpower for customer support agents and supervisors. It can take customer experience, if not into a different universe, then to new heights for sure.

The post Sneak Peek Feature: Superpower of Live Chat Communications appeared first on LiveHelpNow.

What is Live Chat Queueing

Live chat queueing is a system that organizes customer inquiries or chats based on their arrival time. The system’s goal is to ensure that customers are served in the order they join the queue. When customers initiate a chat, they are placed in a virtual queue until an available agent becomes free to assist. This not only ensures a fair and orderly process but also helps agents manage their workload effectively.

One key aspect of chat queue is its ability to handle multiple chats simultaneously. By efficiently managing incoming requests, businesses can reduce customer wait times and improve their response times.

Benefits of Live Chat Queueing

Implementing a live chat queueing system can greatly benefit businesses in various ways. Firstly, it allows for better customer service by ensuring that each customer is given equal attention and assistance. The queueing system eliminates any bias or favoritism, providing a fair and equal opportunity for all customers to have their queries addressed.

Moreover, live chat queueing helps businesses streamline their customer support operations. By organizing chats based on their arrival time, agents can prioritize their workload and address inquiries in a systematic manner. This not only improves efficiency but also prevents any confusion or oversight that may occur when handling multiple customer chats simultaneously.

Queueing has the ability to reduce customer wait times. By placing customers in a virtual queue, businesses can ensure that each customer is served promptly and in the order they joined the queue. This eliminates the frustration of waiting for extended periods and enhances the overall customer experience.

Live chat queueing systems often come equipped with features such as estimated wait times and position in the queue notifications. These features provide customers with transparency and reassurance, keeping them informed about their expected wait time and their position in the queue. This proactive communication helps manage customer expectations and reduces anxiety or impatience while waiting for assistance.

Finally, live chat queueing systems can be customized to suit the specific needs and preferences of businesses. They can be integrated with other customer support tools and platforms, such as customer relationship management (CRM) systems, to provide a seamless and comprehensive support experience. This integration allows agents to access customer information and history, enabling them to provide personalized and efficient assistance.

Trending

Live chat is key to modern contact centers, offering instant support via websites, apps, and self-service portals. It simplifies interactions and provides real-time help. Features like routing, analytics, and integration enhance customer experiences and agent efficiency. Live chat boosts engagement, speeds resolutions, and delivers personalized support, making it vital for digital customer service.

Types of Live Chat Queuing 

When it comes to live chat queueing systems, there are several types available. Each has its own advantages and use cases. Let’s dive deeper into some of the most commonly used types.

Round-Robin Queueing

The round-robin queueing algorithm is a popular choice for distributing incoming chats evenly among available agents. With this approach, each chat is assigned to the next available agent in a cyclical manner. This ensures that the workload is balanced across the team, preventing any one agent from being overwhelmed while others are underutilized.

Imagine a scenario where a customer support team has five agents. With round-robin queueing, the first chat would be assigned to Agent 1, the second chat to Agent 2, and so on. Once the last agent has been assigned a chat, the cycle starts again with Agent 1. This fair distribution of workload can be particularly beneficial for businesses with similarly skilled agents and a desire for a balanced allocation of chat volume.

Least Busy Queueing

In contrast to round-robin queueing, the least busy algorithm takes a different approach. It assigns incoming chats to the agent with the least active chats at any given time. This means that each chat is routed to an agent who has the capacity to handle it effectively, ensuring that customers receive prompt and efficient support.

Let’s say a customer support team is using the least busy queueing algorithm. If Agent 1 is currently handling three chats, Agent 2 is handling two chats, and Agent 3 is handling one chat, the next incoming chat would be assigned to Agent 3. By distributing chats to agents who are less busy, businesses can optimize their efficiency and potentially increase customer satisfaction.

Priority and Skill-Based Queueing 

While round-robin and least busy are two commonly used queueing algorithms, there are other types available as well. Some systems offer priority-based queueing, where certain chats are given higher priority based on specific criteria. For example, a VIP customer may be automatically routed to the most experienced agent. Similarly, a chat related to a critical issue may be escalated to a specialized support team. Implementing skill-based routing involves analyzing the skill sets of agents and categorizing them into different areas of expertise. This can include technical knowledge, product knowledge, language proficiency, and more. By understanding the strengths and weaknesses of each agent, businesses can optimize their customer support operations.

Some live chat queue systems allow for custom queueing rules, giving businesses the flexibility to tailor the queueing algorithm to their unique needs. This can include factors such as agent skill levels, language proficiency, or even geographic location.

Selecting Queue Types for Your Business

When choosing between round-robin and least busy queue types, businesses must consider their specific requirements and priorities.

Round-robin queueing is particularly suitable for businesses where all agents possess similar skills and experience levels. It ensures a fair distribution of workload, minimizing the chances of any one agent feeling overwhelmed or underutilized. Round-robin queueing works by cycling through available agents in a predetermined order. Each incoming chat is assigned to the next agent in line, ensuring that no one agent is consistently overloaded with chats while others remain idle. This approach promotes a balanced workload distribution, which can contribute to a more harmonious and efficient working environment.

However, there are situations where round-robin queueing may not be the most optimal choice. For example, if a business has agents with varying levels of expertise, assigning chats purely based on a predetermined order may not take into account the specific skills required for each chat. In such cases, the least busy queue type may be more suitable.

Least busy queueing focuses on optimizing efficiency by assigning chats to the agent with the fewest ongoing chats. This approach takes into consideration the workload of each agent and aims to distribute chats in a way that minimizes the overall wait time for customers. By prioritizing the least busy agent, businesses can ensure that chats are handled by agents who have the capacity to provide timely and quality support.

Furthermore, the least busy queue type can be particularly beneficial in situations where certain agents may be busier due to specific circumstances. For example, during peak hours or when dealing with complex customer issues, some agents may naturally have more ongoing chats. By assigning chats to the least busy agent, businesses can effectively balance the workload and prevent any single agent from becoming overwhelmed.

Requeue Timeout and Tracking

Requeue timeout is an essential feature of live chat queueing systems. It determines how long a chat request will remain in the queue before being rerouted or escalated to another level of support. Businesses should carefully consider the requeue timeout duration based on their typical response times and customer expectations. A shorter timeout may lead to increased chat abandonment rates, while a longer timeout may result in prolonged wait times and lower customer satisfaction.

When it comes to setting the requeue timeout, there are several factors to take into account. Firstly, consider the nature of the business and the complexity of the support requests. For example, a tech support company dealing with intricate technical issues may require a longer requeue timeout to allow their support agents enough time to provide thorough and accurate solutions.

Secondly, customer expectations play a crucial role in determining the appropriate requeue timeout. Understanding the average response time that customers expect can help businesses strike a balance between minimizing chat abandonment rates and ensuring reasonable wait times.

Furthermore, it is important to consider the workload and availability of support agents. If the support team is already overwhelmed with a high volume of chat requests, a shorter requeue timeout may be necessary to prevent further delays and ensure prompt assistance for customers.

Monitoring Analytics

In addition to the requeue timeout itself, tracking the requeues of a chat can provide valuable insights into the efficiency of the queueing system and the overall support process. By monitoring the number of times a chat is rerouted or escalated, businesses can identify any patterns or bottlenecks that may be hindering the support workflow.

For instance, if a particular support agent consistently receives chats that are rerouted multiple times, it may indicate a need for additional training or specialization in certain areas. On the other hand, if a significant number of chats are escalated to a higher level of support, it could suggest a need for more resources or improved documentation to empower frontline agents to handle a wider range of issues.

By analyzing the requeue data, businesses can make informed decisions to optimize their support processes. This may involve adjusting the requeue timeout duration, implementing targeted training programs, or allocating resources more effectively to ensure a smooth and efficient customer support experience.

To maximize the effectiveness of your live chat support system and deliver the best customer experience, you must ensure that all customer queries are attended to promptly. This is where queue monitoring features come in handy.

The queue monitoring features allow you to track real-time data regarding how many customers are waiting in line to be serviced. This data could range from the total number of people in the queue to the average wait time for customers.

One significant feature that most chat support systems provide is the alert system. This feature facilitates setting up alerts or notifications for when the queue reaches its maximum capacity or when the number of queued customers exceeds a certain limit.

This is highly advantageous for a few reasons:

1. Real-time monitoring of the situation: With this feature, you have a real-time view into the queue, which can help you identify potential gaps and strains on your resources.

2. Optimize resource allocation: By receiving alerts when queues get too long, you can swiftly allocate additional resources to manage the problem, ensuring that all customers receive timely attention.

3. Improve customer satisfaction: Reducing wait times by managing queues effectively can lead to increased customer satisfaction. Sensing a quick response, customers would feel valued and attended.

So, to manage your customers smoothly and enhance their satisfaction levels

, keep an eye on your live chat system’s queue monitoring features. Setting up alerts allows you to be notified on time when the queue nears its maximum capacity or when the number of waiting customers crosses a set threshold. This proactive approach ensures you always have a grasp on the situation and can redistribute tasks among your customer support team to balance the workload whenever necessary.

Moreover, by keeping tabs on these metrics, you can gather insightful data about your peak times and average response times. Such insights can help you make informed decisions about staffing and scheduling. For instance, if your queue becomes overloaded at the same time every day, you might consider assigning more team members during that period.

Further, quick response times and prompt problem resolution are critical factors that influence customer satisfaction. By managing your customer queue effectively, you can reduce wait times, and as a result, improve overall customer experience. Hence, implementing alert systems in your chat support queue can greatly contribute to your business’s success by enhancing customer satisfaction and loyalty.

Recommended Setting for Maximum Number of Chats per Agent

The maximum number of chats per agent setting determines how many simultaneous chats an agent can handle effectively. It is crucial to strike a balance between agent workload and customer satisfaction. Set this value too low, and agents may not feel fully utilized, leading to increased costs per resolution. Set it too high, and agents may become overwhelmed, resulting in longer response times and potentially unsatisfactory customer experiences.

When deciding on the maximum number of chats per agent, factors to consider include agent proficiency, chat complexity, average chat duration, and available agent resources. Regularly monitoring and reviewing this setting ensures that businesses can optimize their operations and maintain high-quality customer service.

Conclusion

Implementing effective live chat queueing systems is crucial for businesses aiming to deliver timely and efficient customer support. By understanding the different types of queueing algorithms, finding the right balance between round-robin and least busy queue types, and carefully configuring settings such as requeue timeout and maximum chats per agent, businesses can create a streamlined and customer-centric support experience. You may see an example of how you may configure queueing in the LIveHelpNow contact center software here.

Consider your specific business needs, team dynamics, and customer expectations when making decisions about live chat queue. Regularly evaluate and adjust the queueing system to maintain optimal performance and enhance customer satisfaction. By leveraging the power of live chat queueing, businesses can provide stellar customer support and build long-lasting relationships with their customers.

The post Live Chat Queueing appeared first on LiveHelpNow.

KPI Dashboards – a new way to track contact center Key Performance Indicators. 

Imagine watching a competitive sporting event without the score. The game would literally be pointless, wouldn’t it? Scores determine winners and losers in sports and motivate players to compete. 

In customer service, success is also measured by numbers. That is why Key Performance Indicators (KPIs) play an important role. Average response time, lengths of live chats, number of dropped chats etc. are all important data points to consider. Measuring KPIs is only the beginning. Sharing the data with the entire team and using it to improve performance is of utmost importance. 

We here, at LiveHelpNow, know this well. We strive to constantly improve the software tools our clients use to help their customers. So to help contact centers measure and improve their KPIs, we created a new tool.

We hereby proudly present LiveHelpNow’s KPI Dashboards.

What are KPI Dashboards? 

Simply put, a KPI metrics dashboard is a visibility and optimization tool for contact centers and customer support operations. 

Configuring and displaying all chat and ticket data from the LiveHelpNow software, the feature can help monitor and improve contact center KPIs. With just a few clicks, contact center operators can create attractive displays with clearly displayed real-time data. 

Easily displayed on large screens for team viewing or on your personal monitor, the dashboards can compare agents’ performance, department’s CSAT scores, and average response times, as well as other important KPI metrics. The displays are fully customizable, as teams can easily configure each dashboard for specific metrics. 

Why do KPI Dashboards help improve performance?

Everyone loves to play. In fact, gamification is actually a well-known psychological strategy that does wonders for employee motivation. Especially for teams dealing with fast-paced, stressful situations on the daily basis. In such environments, gamification can help prevent agent burnout.  It works because it prompts engagement in an interactive way. Our brains love to play!

We have seen this work through our LiveHelpNow Challenge. Based on 12 novel metrics from 50 different customer support criteria, the Challenge collects real-time data and compares all of our customers’ results against each other. Then, at the end of each month as well as at the end of the year we pick Challenge winners, the best of the best in customer service.

The KPI Dashboards feature employs gamification principles to motivate and engage contact center agents with leaderboards and score comparisons. As a beautiful and effective tool that can deliver insights to improve the performance of a team, Dashboards can help save time and money as they eliminate the need to invest in expensive business analytics tools. The visual display is intended to simplify analysis and reduce the time to process information from hours to seconds.

It’s difficult to improve something without measuring it. KPI Dashboards help not only measure, but display real-time results, motivating contact center agents to compete against each other and their own historical numbers. The results can boost the entire team’s performance. 

How can teams get started with KPI Dashboards?

As with other tools within LiveHelpNow suite, companies have the option of signing up for a free trial. For 14 days teams can explore the tool to see for themselves how it works and what value it brings to the business. Once a team signs up for a trial, it can follow simple steps to configure their custom KPI Dashboards. 

Ready? Set! Go!

Are you tired of sifting through dozen of Contact Center reports and too much data to find the real-time information you need? Start a free 14-day trial by going to Analytics > Executive (left menu) > KPI Dashboards in your LiveHelpNow admin panel. 

When you’re ready to subscribe, head to My Account > Services > and add KPI Dashboards. Your account will be billed just $75 per month which will allow all your admins to create unlimited KPI Dashboards.

For step-by-step instruction on Dashboard set-up, please click here.

The post LiveHelpNow Introduces KPI Dashboards, a Tool to Monitor Agent Performance appeared first on LiveHelpNow.

This can be especially true in the current work climate, with agents working remotely. Managers have to make sure agents show up for work and log in properly. They have to round up breaks and often send reminders to agents to go online or offline. These and other workforce management tasks take time and energy some contact center supervisors just cannot afford to spend. 

To address these pulling-your-hair-out-in-frustration challenges, a new LiveHelpNow tool is here. Leave the cat herding to pet stores, folks. The contact center manager’s job just got so much easier.

The best part is that the Workforce Management – both Shift and Holiday Management – is included in the LiveHelpNow base package at no extra cost. Hence, teams can increase their productivity and efficiency while providing excellent customer service using LiveHelpNow software without spending an extra dime. 

Intrigued? Let’s dive in! Below, you can view a quick video overview of the tools followed by a more detailed how-to that goes over the settings. We will also discuss some new reports available for our Enterprise tier customers. 

This is how you can get started with Workforce Management: Read Knowledge Base Article.

Workforce Management Tab In the Admin Workspace – Doorway to Supervisor’s Happy Place

And so, there it is –  the brand new and shiny Workforce Management tab, which is now in every Admin Workspace. Once you click on it, you will see two options in the drop-down menu – Shifts and Holidays. This might not look as much, but it truly is a doorway to peace of mind and tranquility. Ahhhh….

Shift Management

To get started, click on “Shifts.” The admins have the options of creating a new shift by clicking ‘Add shift’ or changing a shift’s details by clicking on the shift’s name.

Drop-down menus allow supervisors to change each shift’s details. These include the agents and supervisors assigned to each shift, shift schedule, shift reminders, and deviations.

What are reminders and deviations? They are the true jewels of this tool as they take away the need for the admins to check on the agents as each shift starts. Let us explain further. 

Reminders and Deviations: The System Pokes The Agents So You Don’t Have To

No one likes to be a nag. And although managers have to do that from time to time, it’s hardly their favorite part of the job. And that’s why with Shift Management, admins can remove the task of contacting tardy or absent agents from their to-do lists as the system does it automatically. 

The Shift Reminders drop-down menu allows admins to set up reminders for the agents. The system will send email reminders at designated times – a specific number of minutes before and/or after the shift starts. Agents can also get reminders that their shift is ending soon. That way, they can start to wrap up chats before signing off. This menu also has options for reminder settings at the end of the shift as well as notifications to supervisors in case an agent does not sign in or sign out.

Here is what an email reminder to log in looks like on an agent’s end: 

Deviations are the instances when an agent doesn’t go online for a shift or takes a break that is too long. 

Admins have full control over what is considered a deviation, when the system sends out the notifications, and whether those notifications come through email or Slack. 

Another great feature of Shift Management is Slack integration. Supervisors can get instantly notified of an agent’s tardiness through a Slack message or to a Slack Channel. This way, the notifications will not get lost in the sea of unread emails in your mailbox (we have all been there; we know it can happen.)

The admin can also view a deviation log for each shift in the very last drop-down menu (and see who has been naughty). 

Workforce Management on Holidays: Exceptions to the Rule

Admins are busy people. When it comes to holidays, it’s easy to forget that schedules vary and change. That’s why the Holidays tab allows you to schedule holiday exceptions ahead of time in a true set-it-and-forget-it manner. That way, when agents and supervisors get back to their desks post-holidays, they won’t be met with an email box full of shift reminders (can you imagine? ).

Offline Statuses: “Where Are My Agents?”

When an agent steps out, sometimes it’s helpful to know where it is he or she is off to. With the new offline status option, agents can mark themselves “at lunch” or “on break.” That way there is no confusion as to why the agent is not currently online. As always, communication is key, even if it’s just a little note. 

Utilization and Occupancy Reports: Detailed Insights Into Team Efficiency

As we mentioned before, Workforce Management is completely free to all of our customers. However, our Enterprise-level package includes some extra reports that can give managers better insights into their support teams’ efficiency. 

Utilization and Occupancy chat reports can do wonders for workforce planning. The report consists of four different charts that provide supervisors with an in-depth analysis of their teams’ efficiency. 

The Occupancy Chart will show agents’ activity. It displays how many chats agents have handled versus how many chats they can handle at full capacity. This level of detail allows management to better plan shifts, recruitment, and training based on actual efficiency and productivity levels.

The Utilization Chart compares your team’s availability and capabilities against the actual demand they face. Once the system has 13 months worth of data, managers can compare the current year to the previous year. This can help compare a support team’s performance to customer demand. 

The Handling Times Chart provides a comprehensive view of how well a team is handling chats. Statistics show how long customers waited to start a chat, how long chats lasted, and the average time it took for agents to respond.  

The visitor volume chart shows a website’s active visitors and offline chat requests by the time of day for any 7-day period. The data can also show the current visitors on the website at that moment.

Trending Now

Workforce management (WFM) helps companies improve productivity by planning, scheduling, and tracking employee work. It streamlines tasks like managing time off, tracking hours, and ensuring compliance with labor laws. WFM systems also provide tools to handle payroll, boost employee engagement, and reduce costs.

Modern WFM software, often linked to HR systems, automates scheduling and provides useful insights. It adapts to changing needs, making teams more efficient. With benefits like better labor planning, happier employees, and smoother operations, WFM is now essential in industries like retail, healthcare, and transportation.

Workforce Management: Simple Tool for Time and Shift Tracking

Whether you manage three agents or 300, the challenges that come with handing agents’ shifts, breaks, and holidays can be overwhelming. LiveHelpNow free Workforce Management system can help manage support agents with easy-to-setup automation. By simplifying tasks like work time tracking, it reduces stress and improves efficiency in scheduling and monitoring agents’ time.

So breathe easy. Welcome to your peace of mind. No cats to herd here. 

If you have any questions about the tool, check it out on our Workforce Management Use Case page or set up a demo with one of our experts. 

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Instant Answers and Real-Time Knowledge Updates

A key feature of Hue AI-Powered Chatbot is its ability to quickly and accurately answer customer questions by pulling information from your existing content. Whether from your website, knowledge base, or support documents, Hue ensures customers get reliable, real-time answers. Statistics show 67% of customers prefer self-service over speaking to a representative. Hue meets this need by offering instant responses, cutting the need for human help, and letting your agents focus on complex tasks.

Seamless Integration and Personalized Customer Interactions

Businesses today struggle to maintain consistent, personalized customer interactions across many channels. Hue solves this by seamlessly integrating with CRMs, e-commerce platforms, and systems like Shopify. This ensures interactions are both consistent and tailored, boosting customer satisfaction. A McKinsey study show that personalized experiences can increase revenue by 15%, making Hue’s capabilities essential for your customer service strategy.

Dynamic Learning and Intent Screening

Hue’s real-time knowledge updates and intent screening keep your AI relevant and effective. As your business evolves, Hue adapts by learning new information and updating instantly. It screens inquiries to decide when human help is needed. This dynamic approach is crucial, as 73% of customers say valuing their time is key to great service.

Cost Savings and Operational Efficiency

Hue offers major cost savings and boosts operational efficiency. By automating repetitive tasks and lowering live agent inquiries, it cuts manpower and operational expenses. Companies using AI in customer service see a 40% drop in costs. Hue handles complex interactions across channels, helping businesses improve customer satisfaction (CSAT) and call deflection rates.

Enhanced Security and Compliance

Security is crucial for any business managing sensitive customer data. Hue includes strong security features, like encrypted forms that meet HIPAA and PCI standards. This protects customer information, whether it’s credit card details or health data. By providing a secure platform, Hue protects your business and builds customer trust.

The Future of Customer Service

As businesses face the complexities of customer service in a digital world, AI’s role will expand. Hue is part of this evolution, providing a scalable solution that exceeds customer demands. Integrating Hue into your strategy ensures you’re not just keeping pace but setting the standard for exceptional service.

As businesses face the complexities of customer service in a digital world, AI’s role will expand. Hue is part of this evolution, providing a scalable solution that exceeds customer demands. Integrating Hue into your strategy ensures you’re not just keeping pace but setting the standard for exceptional service. It is just like the AI tools that are transforming customer service by enabling businesses to automate tasks, personalize interactions, and gain valuable insights into customer behavior.

Conclusion

In conclusion, Hue is more than an AI-powered chatbot; it’s a complete customer service solution that helps businesses deliver top-notch service with fewer resources. Whether you aim to boost efficiency, improve customer satisfaction, or cut costs, Hue keeps you ahead in a competitive market.

Ready to see how Hue can transform your business? Checkout Hue Live Chatbot today and experience how Hue can revolutionize your customer service. Don’t wait—join the AI revolution with Hue now!

The post Meet Hue: The AI-Powered Chatbot and Agent Assistant You Need appeared first on LiveHelpNow.

The Power of Screen Sharing in Customer Support

Screen sharing allows support agents to view and interact with a customer’s screen in real-time. This bridges the gap between explaining and showing, making it easier to diagnose and solve technical problems, provide detailed guidance, and improve the overall customer experience. Agents can utilize advanced sharing options to enhance the support they provide.

Key Benefits of Screen Sharing with Zoom Integration

Real-Time Problem Solving

Screen sharing lets agents solve problems in real-time. Agents can see what the customer sees, reducing misunderstandings and speeding up resolutions. Using the desktop client, agents can quickly click share screen to start assisting customers.

Enhanced Communication

Visual communication via screen sharing complements verbal instructions, making it easier for customers to follow along. This reduces errors and improves support quality. Agents can share content such as documents and applications, utilizing various share options to provide comprehensive support.

Increased Efficiency

Screen sharing helps live chat agents quickly identify the root cause of issues without relying solely on customer descriptions. This speeds up support and frees resources, enabling agents to help more customers.

Personalized Support

Personalized support experience is another benefit of screen sharing. Live chat agents offer personalized help based on the customer’s needs, making sure they feel supported during the conversation.

Seamless Integration with Zoom

Combining LiveHelpNow’s screen sharing with Zoom merges the best of both platforms. Zoom’s video conferencing and LiveHelpNow’s support tools create a powerful support solution.

Easy Setup and Use

Integrating Zoom with LiveHelpNow is simple, enabling quick adoption without extensive training. Both agents and customers can start using screen sharing immediately, with easy access through the desktop client or mobile apps.

High-Quality Video and Audio

Zoom offers high-quality video and audio, crucial for effective screen sharing. Clear communication is essential for troubleshooting, and Zoom ensures smooth interaction.

Security and Privacy

Security is a top priority when handling customer data. Zoom’s integration with LiveHelpNow follows strict security protocols, keeping customer interactions private and secure. This builds trust with customers.

Versatility Across Devices

Zoom works on various devices, ensuring customers receive support on desktops, laptops, tablets, or smartphones. Screen sharing provides flexible support options, and agents can easily adjust screen sharing settings to optimize the experience.

Practical Applications of Screen Sharing

Technical Support

Screen sharing is ideal for technical issues. Agents help customers with software installations, fix errors, and show features, making support better than just verbal instructions.

Product Demos

Agents can use screen sharing for live product demos. This helps new or prospective customers see product features in real-time and ask questions, improving understanding and interest.

Training and Onboarding

New users need guidance to start using a product. Screen sharing lets support agents conduct training sessions, walk users through setup, and ensure they understand the product effectively.

Trending Now

Screen sharing and video capabilities in digital customer service are crucial but often underused. Although 77.2% of companies offer visual engagement, integration and ease of use are lacking. Customers prefer starting interactions with video or screen sharing for tasks like troubleshooting, as these methods speed up resolutions significantly, sometimes by 80%. Adopting technologies like WebRTC allows seamless click-to-video options, enhancing customer satisfaction and efficiency from the start of interactions.

Conclusion

LiveHelpNow’s screen sharing feature, integrated with Zoom, enhances customer support. It enables real-time problem-solving, improves communication, boosts efficiency, and provides personalized support. This seamless integration ensures high-quality interactions, security, and versatility across devices, transforming the customer support experience.

Ready to elevate your customer support with screen sharing? Explore LiveHelpNow’s screen sharing feature with Zoom integration today and experience the difference in your customer service operations. Start your Free 30 Day Trial and see how powerful visual support can enhance your customer interactions and boost satisfaction.

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Chat history and website browsing visibility allow you to see past conversations and the pages your customers have visited. Easy chat transfer makes it simple to pass a conversation to another team member if needed. A customizable spell checker helps ensure that your messages are error-free and professional.

Chat History and Website Browsing Visibility

LiveHelpNow has a helpful feature that lets you view a customer’s chat and website browsing history as it happens, enhancing the functionality of live chat support software. This feature offers key benefits:

• Improved Customer Satisfaction: Agents can see what customers do on the website to understand their interests and issues for better support.
• Proactive Assistance: Agents see what clients type before sending, allowing them to prepare responses in advance. This reduces wait times and improves the customer experience.
• Enhanced Customer Engagement: Understanding customer behavior helps agents give better support and find areas for website improvement. It also helps identify common issues.

This visibility into customer behavior not only empowers agents to provide better support but also helps in identifying common pain points and areas for website improvement.

Seamless Chat Transfer

In a busy customer service environment, seamless chat transfers between departments can be a game-changer. LiveHelpNow’s chat transfer feature ensures:

• Efficiency: Agents quickly transfer chats to the right department, reducing customer wait times.
• Continuity: The system saves the conversation history. This allows the new agent to continue where the last one left off. No interruptions exist in the process.
• Awareness: The system identifies which departments and agents are online, ensuring transfers go to available support personnel.

This feature benefits businesses with specialized support teams, allowing them to provide targeted assistance without customers repeating their issues.

Customizable Spell Checker

Attention to detail is crucial in customer service interactions, and spelling errors can undermine professionalism. LiveHelpNow’s spell checker goes beyond basic functionality with the ability to add personal words, including:

• Business Terms: Agents have the ability to customize the spell checker. This allows them to recognize industry-specific language, product names, and other business terms. This customization helps to decrease errors in crucial areas.
• Consistency: This feature ensures consistent and professional communication, enhancing the credibility and reliability of your support team.

Customize the spell checker for your business to help agents communicate professionally and uphold your brand’s standards.

Trending Now

Google’s Gemini Live is a new AI feature designed to enhance voice interactions with files. Similar to ChatGPT’s Voice Mode, it offers human-like conversations via voice.

Upcoming features may include automatic file detection, prompting users to start voice sessions to discuss attachments. This could improve usability, especially on mobile.

Currently in beta, Gemini Live’s code hints at future capabilities. Google is also testing a standalone Gemini app for iPhone, expected to include these features when launched.

Conclusion

While LiveHelpNow’s offers many popular live chat features, its overlooked capabilities can transform customer service operations. Improving customer support by accessing previous chats and website visits. Transferring chats between departments. Adjusting the spell checker to increase efficiency and effectiveness.

Using these underrated live chat features, businesses can provide more personalized, efficient, and professional customer service. This leads to higher customer satisfaction and loyalty. Explore these hidden gems in LiveHelpNow’s Live Chat to unlock the full potential of your customer support strategy.Discover the power of LiveHelpNow’s underrated features and see how they can revolutionize your customer service. Try these features today with our 30-day free trial and take your customer interactions to the next level!

The post Discovering the Hidden Gems of LiveHelpNow: Underrated Live Chat Features appeared first on LiveHelpNow.

As for LiveHelpNow, we’re cooking up some updates and enhancements for our customer service software that won’t be eclipsed (see what we did there?). Building up on exciting features we released in 2023, we aim to bring more ease and smoother customer experiences to all our customers. 

“The LiveHelpNow’s team is very excited about what’s in store for 2024,” says CEO Jason O’Neill. “Last year was a year of major changes and new features – Hue AI, new Agent Workspace, infrastructure enhancements, and more. 

“Our focus for 2024 is on further enhancing some of our already great offerings. We plan to introduce additional Agent Workspace enhancements (especially with tickets), improvements to Hue, and more admin tools to customize the chat widget.”

Self-service tool utilization and AI-supported automation strategies continue to guide best practices for businesses of all sizes in 2024. The upcoming LiveHelpNow software features keep in line with these trends, aiming to bring more ease to customer service operations everywhere. 

Let’s see what’s in store.

Agent Workspace

In 2023, we took our long-awaited Agent Workspace out of Beta testing and launched it to all our customers. This modernized, feature-rich hub of agent tools provides a “single pane of glass” for agents. They now can manage chats, SMS, tickets, Facebook Messages, and more all in one place. It also improves the agent experience, upping efficiency, quality, and speed of customer communications. 

This year, as we collect and examine customer feedback on the interface, we plan to continue to bring enhancements and improvements. 

Record List: Expanded Views

A new expanded view will be coming to the Agent Workspace with a focus on clients that use our ticket system. When certain columns are collapsed, the record list will expand into an eight-column listing similar to the Legacy Workspace. This will allow supervisors, agents, or large volume clients to more easily manage records and be able to see more of the request details upfront.

Terminated Chats Filter

A new filter will allow agents to view terminated chats. This functionality will allow agents to perform final updates to a chat(such as tagging, secure forms, etc.) even after a chat has ended. This will ensure additional accuracy of the information for reporting and tracking purposes. The feature will help agents to focus more on the customer upfront, providing a better experience. In addition, this will be a valuable tool for supervisors to easily review chats for quality and monitoring purposes.

Admin-controlled Filters and Layouts

We will be adding the ability for admins to share and restrict agents’ Workspace filters and layouts. Supervisors will gain additional control to ensure their agents are viewing the right records and working on the right tasks.

Quick Search Enhancements 

We will be updating the Agent Workspace quick search functionality. The new function will make the search function easier for agents to use. An interactive drop-down menu of options and conditions will increase the efficiency and speed of the search.

Hue AI

2023 marked the biggest year to date for Artificial Intelligence (AI). Naturally, the customer service industry embraced the technology, bringing numerous benefits to customer communications. Here, at LiveHelpNow, Hue, our ChatGPT-powered tool, features innovative functions that aid customer self-service, agent response efficiency, and automation. 

The tool, both an agent assistant and chatbot, sources answers to customers’ questions by using your existing data such as your website, a knowledge base, or other sources. Accurate, fast, and informative, this tool powers up your customer service efforts, resolving up to 80% of your customer support queries instantly. The benefits of Hue include shorter wait times, quicker resolution of common inquiries, and 24/7 customer support. It also means faster, more accurate, and easier to train live agents. 

In 2024, as AI technology grows and improves, we’re planning enhancements to ensure Hue is more conversational, easy to implement, and answers customer’s questions even more accurately. Enhanced reporting functions are also in the works, for even more information at agents’ disposal to better address customer inquiries.

Chat Widget Updates 

Our Chat Widget got a makeover in 2023. We released full-screen and side-bar chat widget options while updating and modernizing the design. In 2024, we plan to continue with Phase 2 of the project. 

Enhancements to widget management are on deck. The updates will make it easier to apply custom colors, custom CSS, and update labels within the widget. This will allow account admins to make changes easily and to better match the branding and messaging of each company. In the past, this involved a trickier process and couldn’t be done without code. We will also add enhancements to the customer-facing side to better enhance user experience.

Infrastructure Upgrades and Stability

We made significant improvements to our networking infrastructure last year. Our system stability and customer data security continue to be a focus. We will continue to make 99.99%+ uptime our key goal. 

During the solar eclipse – don’t forget, April 8! – the moon will temporarily block the sun from our view. With LiveHelpNow software features and updates, nothing will cast a shadow on your customer satisfaction. 

The post LiveHelpNow Software Features to Shine in 2024 appeared first on LiveHelpNow.

“This has been a year of big new things for LiveHelpNow,” says CEO Jason O’Neill. “We’re constantly searching for the next great addition to our software and hope our customers find more value from our tools than ever before.”

This year, as Artificial Intelligence established its continuous presence in many aspects of our lives, we introduced Hue, our ChatGPT-powered AI tool. “This is the best-received launch we’ve ever had,” O’Neill says. “Hue is helping agents train faster and respond in conversations faster and more accurately than ever before. Hue, integrated into our chatbot, is a game changer for self-service as it answers up to 80% of general questions right the first time.”

Other new LiveHelpNow features also added to both customer and agent experiences. Read on to learn more about all of the LiveHelpNow software features released, improved, and updated through 2023. 

2023 LiveHelpNow Software Features 

Agent Workspace Improvements 

As a LiveHelpNow customer, you might – and should! – be using the new Agent Workspace. 

This year, we took this sleek and modern interface out of Beta testing and made it available to all customers. This is an exciting upgrade for every support agent. Features such as new search options, customer filters, and pins help agents organize customer information effectively.  

Other features help connect to customers via various channels. These include Voice Chat, Google Business Message integration, and integrations with various social media platforms. One of the most popular features is Sneak Peek, which allows agents to see what their customers type before clicking “send.” This helps them start getting answers and subsequently replying to customers faster. 

Overall, the new Workspace creates a better agent experience and, in turn, provides customers with better service. Read more about our Agent Workspace here. Keep an eye out for our monthly Workspace training schedules. 

AI-powered Solutions: Hue 

Have you met Hue, our customer service wizard?  If not, believe us, it’s time you did. Hue, powered by ChatGPT, is an AI chatbot and live agent assistant. The tool sources answers to customers’ questions by using your existing data on your website. Accurate, fast, and informative, this tool powers up your customer service efforts, resolving up to 80% of your customer support queries instantly. The benefits of Hue include shorter wait times, quicker resolution of common inquiries, and 24/7 customer support. It also means faster, more accurate, and easier to train live agents. Intrigued? Check Hue out. 

Voice Chat 

Voice Chat allows agents to connect to customers via voice directly from within the Agent Workspace. Many customer service inquiries are simple and can be resolved quickly through self-service options while others are managed through web chat or email. Sometimes, however, it’s hard to resolve tough technical problems when details get lost in translation. In these cases, a voice conversation can serve as the best solution. Agents can use the device they normally use to chat, while customers use whatever device they use to contact the agent. No phone line needed. Read more about Voice Chat here.  

Contacts Manager

Our Contacts Manager allows agents to create personalized experiences for customers. It creates an interactive version of a customer information list. Agents can view the full details of each customer record. It’s like a mini CRM or an interactive Rolodex that gives the agent access to all available customer information in an easy-to-read, visually appealing way. Find out more here. 

Google Business Messages

The Google Business Messages integration is a live chat tool that gives businesses and customers the opportunity to interact directly through the business’ Google Profile listing. 

Google Business Profiles can be equipped with a messaging icon. With one click, customers can connect to the business using a Google live chat window. Businesses can then answer the chats through their LiveHelpNow Agent Workspace. Find out if Google Business Messages is a tool for your business here. 

Embedded Chat Window Update and New Widget Buttons

Our new Embedded Widget design significantly improves the customer experience by combining simplicity and functionality. A modern look, full-screen capabilities, and new features support conversation flow and allow customers to receive the best experience as they communicate with your company. See what’s new here. 

Supervisor View: Analytics in Real Time

Supervisor View offers a live snapshot of the whole LiveHelpNow account. Available right in the new Agent Workspace, it provides a visual overview of agents’ status, including statistics and interaction breakdowns. The metrics include average response times, longest durations, longest wait time, CSAT scores, as well as other important KPIs. Learn more details here. 

Queuing Enhancement

Round-robin queuing got an upgrade. Previously round-robin queuing would begin with a random agent and then cycle through agents until someone accepted the chat. The process would then repeat with the next chat, beginning with a random selection. Now, this will function as a true round-robin with the initial assignment beginning with the next agent in line. This change will allow for a more even distribution of assignments.

Social Media Integration Updates

Your customers are on social media. So we want to make sure you can meet them there. 

Our Facebook integration now allows pre-chat questions. You will also be able to use our handy chatbot to reply to your customers’ Facebook Messenger communications. On Instagram, messages will become live chats and replies to posts will become tickets. WhatsApp chats will become LiveHelpNow chats. Learn more about our social media customer support features here. 

Shopify and ShipStation Integration

LiveHelpNow’s integrations with the all-in-one eCommerce platforms Shopify and Magento, as well as shipping software ShipStation, add ease to managing WISMO orders right within the Agent Workspace. These integrations allow agents to access the necessary information using the omnichannel capabilities of LiveHelpNow’s software to deliver excellent customer experience. Read more here. 

Webpage Capture

This feature allows agents to capture the current browser window of the visitor while in a chat. Page Capture also allows automatic capture during a ticket submission within the embedded widget. This aids in technical support and faster troubleshooting. 

You may enable this feature within the Admin Panel → Chat → General Settings → Agents can send or request files during chat and Admin Panel → Ticket → General Settings → Capture a screenshot of the customer’s screen with every new ticket submission.

Transfer Department Enhancement

Now you can grant agents the ability to transfer a chat or ticket to a department outside of their own. The setting restricts what records the agents can see, but still gives them the ability to transfer to other departments. For example, an agent in the sales department can transfer chats to the customer service department without the ability to see customer service chats. For more information, click here. 

Advanced Filter

Following some feedback from our customers, we’re reinstating advanced filter options in the new Agent Workspace. This update will bring back specific filter options, such as email, ticket id, name, comment contains, and more.

To all of our customers, thank you! We pledge to continue bringing new LiveHelpNow software features to you and your customers in the New Year!

via GIPHY

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