LiveHelpNow Company Profile
Background
Overview
LiveHelpNow is a customer support technology company specializing in omnichannel communication solutions. Founded in 2005, the company is headquartered in Hatboro, Pennsylvania. LiveHelpNow offers a suite of tools designed to enhance customer service interactions across various channels, including live chat, email, SMS, and social media platforms.
Mission and Vision
LiveHelpNow's mission is to empower businesses of all sizes to deliver exceptional customer service by providing comprehensive, user-friendly support solutions. The company's vision is to be a leading provider of innovative customer support technologies that enable organizations to build stronger relationships with their customers.
Primary Area of Focus
The company's primary focus is on developing and delivering omnichannel support software that integrates live chat, ticketing systems, knowledge bases, and AI-driven chatbots. These tools are designed to streamline customer interactions, improve response times, and enhance overall customer satisfaction.
Industry Significance
Operating within the customer support technology sector, LiveHelpNow plays a crucial role in helping businesses adapt to the evolving demands of customer service. By offering integrated solutions that facilitate seamless communication across multiple channels, the company contributes to the broader trend of digital transformation in customer service.
Key Strategic Focus
Core Objectives
LiveHelpNow aims to provide businesses with comprehensive tools that enhance customer engagement, streamline support processes, and drive customer satisfaction. The company's strategic objectives include expanding its product offerings, integrating advanced technologies like AI, and increasing its market presence across various industries.
Specific Areas of Specialization
The company specializes in:
- Omnichannel Communication: Enabling businesses to manage customer interactions across multiple channels from a unified platform.
- AI-Powered Chatbots: Implementing artificial intelligence to automate routine customer inquiries, thereby improving efficiency and response times.
- Knowledge Base Management: Providing tools for creating and maintaining self-service resources that empower customers to find solutions independently.
Key Technologies Utilized
LiveHelpNow leverages a range of technologies, including:
- Real-Time Chat Systems: Facilitating immediate communication between customers and support agents.
- Automated Ticketing Systems: Streamlining the process of tracking and managing customer support requests.
- AI and Machine Learning Algorithms: Enhancing chatbot capabilities and automating responses to common customer queries.
Primary Markets Targeted
The company's solutions are designed to serve a diverse clientele, including:
- Small and Medium-Sized Enterprises (SMEs): Offering scalable support tools that grow with the business.
- Large Enterprises: Providing robust systems capable of handling high volumes of customer interactions.
- E-commerce Platforms: Enhancing online customer service to improve sales and customer retention.
Financials and Funding
Funding History
As of February 2019, LiveHelpNow reported a revenue of $4 million and served approximately 6,500 customers. The company has been recognized for its rapid growth, including being ranked #4 in Pennsylvania and #284 in the U.S. and Canada on the Inc. 5000 list of fastest-growing companies in 2015.
Recent Funding Rounds
Specific details regarding recent funding rounds are not publicly disclosed.
Notable Investors
Information about individual investors is not publicly available.
Utilization of Capital
While specific utilization details are not disclosed, the capital raised is likely allocated towards product development, market expansion, and enhancing customer support capabilities.
Pipeline Development
Key Pipeline Candidates
LiveHelpNow continues to develop and refine its suite of customer support tools, focusing on integrating advanced AI capabilities and expanding omnichannel support features.
Stages of Development
The company is in the continuous development phase, regularly releasing updates and new features to meet evolving customer needs.
Target Conditions
The primary focus is on improving customer service efficiency and satisfaction across various industries.
Anticipated Milestones
Future milestones include the introduction of enhanced AI-driven features, expanded integration capabilities, and increased market penetration.
Technological Platform and Innovation
Proprietary Technologies
LiveHelpNow's proprietary technologies include:
- Hue AI Assistant: An AI-powered chatbot designed to provide real-time assistance to customers and support agents.
- Omnichannel Communication Suite: A unified platform that integrates live chat, SMS, email, and social media interactions.
Significant Scientific Methods
The company employs machine learning algorithms to enhance chatbot responses and automate ticket categorization, improving the efficiency of customer support operations.
Leadership Team
Michael Kansky
- Position: Founder, Chief Visionary Officer & CTO
- Professional Background: An IT consultant with a focus on contact centers, Michael founded LiveHelpNow in 2005 to address the need for improved customer service solutions.
Jason O'Neill
- Position: Chief Executive Officer
- Professional Background: Jason oversees strategy, sales, marketing, and innovation for LiveHelpNow and its sister company, HelpSquad.
Eric Witchin
- Position: Director of Development
- Professional Background: Eric leads the development team, managing projects from scope to release, and is passionate about continuously improving product offerings.
Magnus Sepp
- Position: Solution Architect, Designer
- Professional Background: Magnus bridges technology and customer experience, focusing on design and user experience to meet customer needs.
Brian Bruce
- Position: Programmer
- Professional Background: Brian maintains the Agent Workspace and assists clients in building custom chatbots tailored to their business needs.
Chad Lower
- Position: Director of Operations
- Professional Background: Chad helps clients outsource customer support, hire virtual assistants, and ensures operational efficiency.
Brent Weber
- Position: Programmer
- Professional Background: Brent develops and maintains application codebases, updates code, adds new features, and creates new project applications.
Jared Brown
- Position: Customer Success Manager
- Professional Background: Jared ensures customers have a positive experience with LiveHelpNow's products, answering support calls, chats, and emails.
Oleg Krichevskiy
- Position: Customer Success Representative
- Professional Background: Oleg provides chat, phone, and email support, specializing in integration, customization, and agent training.
Sherwin Hughes
- Position: Partner Program Manager
- Professional Background: Sherwin identifies potential clients, builds strategic partnerships, and nurtures relationships with key customer accounts.
Competitor Profile
Market Insights and Dynamics
The customer support technology market is characterized by rapid technological advancements and increasing demand for omnichannel solutions. Businesses are seeking integrated platforms that can manage customer interactions across various channels to enhance service quality and operational efficiency.
Competitor Analysis
LiveHelpNow faces competition from several established companies in the customer support technology space, including:
- Zendesk: Offers a comprehensive suite of customer service tools, including ticketing, live chat, and knowledge base management.
- Intercom: Provides a customer communication platform with live chat, messaging, and automation features.
- Freshdesk: Delivers help desk software with ticketing, live chat, and collaboration tools.
Strategic Collaborations and Partnerships
LiveHelpNow has established partnerships to enhance its service offerings:
- HelpSquad: Provides professional, 24/7 customer service agents dedicated to increasing leads, revenue, and customer satisfaction.
