L'utilizzo di LiveHelp® come strumento di comunicazione ci ha permesso di interagire con i nostri Clienti in tempo reale in varie aree del nostro sito e quindi migliorare notevolmente il servizio rivolto ai nostri passeggeri. Allo stesso tempo, è un ottimo strumento di supporto ed incentivazione alla vendita. Il volume di transazioni concluse in seguito all'interazione con i nostri operatori, che possiamo tracciare tramite il pannello LiveHelp, è notevole, contribuendo all'aumento del rateo di conversione. Il pannello di monitoring in tempo reale ci consente di ottimizzare in ogni momento il servizio in base alle risorse disponibili. Grazie a Sostanza per averci messo a disposizione questo tool e anche per la loro disponibilità nel soddisfare le nostre varie esigenze tecnico-organizzative.
LiveHelp® improves the customers' experience with a human presence, especially with new potential clients, and reduces the bounce rate.
It's a powerful tool because agents learn very fast how to use it and the startup is smooth: you can even choose to show the chat on few pages!
We really appreciate the reactivity Sostanza's team shows to our requests of new features and support: that's why we chose LiveHelp® for our Group amongst other live chat systems.
Borbala Halpern RAJA Group|Group Web Marketing project manager
Europe Assistance Italia
Europ Assistance Italia è alla continua ricerca di nuove soluzioni e strumenti per migliorare il proprio customer care e la user experience dei clienti che cercano di entrare in contatto con l'azienda. L'esigenza era quella di trovare una chat dinamica in grado di intervenire e aiutare il cliente in caso di bisogno. LiveHelp® si è rivelato uno strumento molto efficace, facile da integrare con i nostri sistemi e intuitivo nell'utilizzo.
Il Contact Center di Best Western International a Milano usufruisce dei servizi Chat di LiveHelp su alcuni siti aziendali europei (soprattutto nord Europa).
I clienti che utilizzano il servizio ne apprezzano principalmente la semplicità, la velocità di risposta e la possibilità di ottenere informazioni in tempo reale con un semplice click. Positiva anche la nostra collaborazione con lo staff di Sostanza srl che è sempre professionale e disponibile.
E' assolutamente nostra intenzione mantenere questo canale aperto!
Nell'ambito della revisione dei processi dell'area Call Center, Alpitour ha ritenuto fondamentale integrare gli strumenti aziendali con un servizio Chat in grado di supportare le crescenti esigenze di contatto in ambito trade e consumer.
Alpitour ha riconosciuto in Sostanza il partner ideale per rispondere a queste necessità sia dal punto di vista del servizio offerto che per la possibilità di integrare il prodotto Livehelp con gli applicativi aziendali già in uso.
Utilizziamo LiveHelp® da quasi un anno e con ottimi risultati.
E' migliorata la relazione con il cliente e la gestione multilingue ci ha permesso di intercettare la provenienza delle chat e far sì che l'operatore specializzato per ciascuna lingua potesse offrire il miglior servizio. Facile e semplice da usare.
Sicuramente consiglierei LiveHelp® a tutte le aziende che offrono servizi o prodotti via web.
Quello che noi apprezziamo maggiormente è la gestione degli utenti semplice e diretta; da quando abbiamo attivato la chat sul nostro sito, i nostri clienti sono più soddisfatti perché ricevono risposte immediate e questo dà tranquillità, soprattutto nel nostro settore (logistica).
Ho installato la versione trial del Vostro software per testarlo per poi farlo acquistare a uno dei miei clienti.
Così ha fatto ed ha acquistato 2 operatori. Se in futuro qualche altro mio cliente dovesse aver bisogno di un software di live chat, non avrò nessun dubbio ad indicare il Vostro che è assolutamente fantastico!
This document concerns the handling of the personal data of the users of the website
WWW.LIVEHELP.IT (hereinafter referred to as "Site") and the personal data confidentiality policy (Privacy Protection) adopted by the company Sostanza s.r.l , which is responsible for the management of the Site.
This information is valid for this Site only and not also for the other websites that may be consulted by the user via the links on the website.
This document also contains the information provided to the site users in accordance with article 13 of Legislative Decree no. 196 of 30th June 2003 (Personal Data Protection Code).
The guidelines provided below are based on Recommendation no. 2/2001 of the Group of European Personal Data Protection Supervisor adopted on 17th May 2001 ex art. 29 of the directive no. 95/46/EC, regard in particular the collection of personal data on the Internet and aim to identify the minimum requirements for the collection of personal data online and in particular, the methods, times and nature of the information that the data controllers have to provide the users with when they connect to the web page, regardless of the purposes of the connection, in order to guarantee the loyalty and legitimacy of these practices.
The data controller
After consulting this Site, data relating to identified or identifiable persons may be handled. The data controller of this data is the company Sostanza s.r.l, with premises in via Via F. Corridoni, 25, 24124 (Bg) , in the person of Signor Alessandro La Ciura – Email: [email protected].
The company Sostanza s.r.l strictly prohibits the copying, transmission, sharing, modification, alteration and/or publication of all or part of the contents and the relative computer codes present on this site and in the cited hyperlinks as these constitute author’s rights protected by copyright. The user shall be held exclusively responsible for any conduct contrary to that prescribed and carried out without observing measures of the regulation in force.
Place and purpose of the handling
The data processes related to the web services offered by this Site are recorded, organised and conserved in relative computer archives at the aforementioned company premises and are only managed by company staff, appropriately assigned company collaborators, or personnel assigned for occasional maintenance operations. No data deriving from the web services is divulged or publicised to others. The personal data provided voluntarily and optionally by the users who submit requests for sending informative material are used for the sole purpose of supplying the service requested and are not communicated to third parties, unless compulsory by law or when strictly necessary for the fulfilment of requests.
With regard to single offers relating to our products, the user is free to provide personal data in order to request the services offered; failure to provide this data may result in the user being unable to obtain their request. None of the functions of the Site require the users to send confidential data (so called sensitive data) which includes personal data that can reveal the racial or ethnic origins of the subject, their religious, philosophical and other beliefs, political opinions and/or adherence to parties/trade unions/associations/organisations of religious/political/trade union nature, state of health and sexual orientation.
Sostanza s.r.l expressly invites users not to send the aforementioned sensitive data: if, despite this, the user decides to send this information, handling of the latter will be deemed as tacitly authorised for the benefit of Sostanza s.r.l within the limits of the specifications in this document.
Personal data handling and European Laws
Privacy protection is treated differently in different countries of the world; in particular, there are differences in the way personal information are handled by European companies from the ones in the US.
Companies operating in the European Union are not allowed to send personal data to countries outside the European Economic Area unless they guarantee adequate levels of protection.
Concerning in particular the United States, in 2000 the European Commission and the US have established an agreement (known as "Safe Harbor") that allowed US companies to process data from European citizens within a framework of rules.
On October 6, 2015, the European Court of Justice issued a judgment declaring as "invalid" the Safe Harbor agreement.
With LiveHelp® your customers' data are safe: companies located in the EE.UU. using our solution, if handling personal data of users in chat, can do so in complete safety because the servers hosting LiveHelp® databases are based in Italy and are in compliance with the strict European laws on privacy..
During normal operation, the computer systems and software procedures used for functioning of this website acquire some personal data, the transmission of which is implicit in the use of internet communication protocols. This is information that is not collected for association with identified persons, but which by its very nature could, via processing and association with data held by third parties, allow users to be identified. This data category includes the IP addresses or domain names of the computer used by the users visiting the Site, the addresses in URI (Uniform Resource Identifier) characters of the requested resources, the time of request, the method used to submit the request to the server, the size of the file obtained in response, the numerical code indicating the status of the data response by the server (successful outcome, error, etc.) and other parameters relative to the operating system and the computer environment of the user. The browsing data is used for the sole purpose of obtaining anonymous statistical information about the use of the site and in order to control its correct operation.
Data provided voluntarily by the user
On this Site the user may voluntarily and optionally provide their personal data, including an email address for the following purposes: to request and receive information relating to the services provided and/or products manufactured, or to contact the company staff to obtain specific information on the products.
Failure to provide certain data due to requests made by the interested party may result in the company being unable to satisfy the request. The optional, explicit and voluntary delivery of emails to the addresses indicated on this Site, results in the subsequent acquisition of the address of the sender which is needed to respond to the requests, as well as any other personal data contained in the text sent.
The personal data is handled in hardcopy format and with automatic tools, for the time necessary to achieve the purposes for which they were collected. Specific safety measures are observed in order to prevent the loss of data, illicit or incorrect use, and unauthorised access.
Rights of the interested party
In accordance with article 7 of Legislative Decree no. 196.2003, the persons to whom the personal data refers have the right to obtain confirmation of whether this data exists or not at any time and to receive information on the contents and origin, check the accuracy or ask to add, update or amend the said information.
Moreover, the persons to whom the data refers have the right to ask for its deletion, conversion to anonymous form or the blocking of the data handled in breach of the law. Moreover, they may also oppose its handling for legitimate reasons. The right to object to data use may always be exercised with regard to the sales and/or marketing material.
The requests relating to the application of article 7 of Legislative Decree no. 196/2003 can be sent to the Data controller by simply sending a message by email or ordinary post.
Any further information which the user needs can be requested at the following address:
via Corridoni 25/b, 24124 Bergamo |[email protected]
Terms and conditions
LiveHelp® Terms of service
The website http://www.livehelp.it and any equivalent domains (or “mirror”), hereinafter referred as "The website", is mantained, updated and provided by SOSTANZA SRL, with registered office in BERGAMO (Italy), via Filippo Corridoni n.25/ VAT 03365340169, REA BG – 371949.
Hereafter the term "Supplier" and / or "Provider" will be used in place of SOSTANZA SRL, the term “Customer” to indicate the company that purchased LiveHelp® service provided by SOSTANZA SRL and the term “End User” to indicate the end user of LiveHelp® service.
The Site and, in particular, the Chats, are discussion spaces dedicated to companies in order to provide a dedicated real-time online support to their end users. End users can then post messages to which companies will be able to respond in order to provide the required support, with immediate information in real time. This service is provided by the Supplier to the Customer on payment of an annual fee.
Messages not compliant with this Terms of service may be closed, modified or deleted at the discretion of the Provider, without warning the end user. In the event that are in place behaviors not allowed by this Terms of Service, or contrary to law, the end user can be deleted and / or banned from the site.
The software described herein is registered and protected by copyrights owned by SOSTANZA SRL and it was designed to operate with the minimum specifications set out in the Economic Proposal, under the full and exclusive responsibility of the Customer. The software offered by the website allows you to interact through a chat, under terms and conditions set out in this document, its use is subject to the terms and conditions set forth herein.
1) Free Trial
The Customer will be able to browse the website www.livehelp.it, and after registration and express acceptance of these general conditions of use, will be able to evaluate the software directly into his/her site, for a free 15-day period.
At the end of the trial period, the Customer may invalidate the registration or buy the product, selecting the chosen period, under the conditions and terms of this document .
In the Admin dashboard that will be provided, the Customer will be able to renew the service for the selected period or perform an upgrade of the same, paying the fee by credit card or bank transfer.
2) Intellectual property rights
All content and software of LiveHelp®, made available for browsing, are owned and protected by copyright, and are licensed and not sold. LiveHelp® software is provided by Sostanza SRL under conditions and terms of service of this Agreement.
The software is provided by assigning a password and a login to Customers who accepted these general conditions of use.
The software is only enabled to operate on servers owned by SOSTANZA SRL, managed by the same, and containing the Customer reserved Area, equipped with the technical performance necessary to store information, continuously connected to Internet, and that thereby allow the software and the necessary information to be available to customers 24 hours a day , 7 days a week. The copying or reproduction of the software to other servers or other devices for further reproduction or redistribution is expressly prohibited.
With the use of the software you fully accept all these conditions.
Trademarks, logos, layout, banners and texts contained in the Site are intellectual property of the Supplier and you may not reproduce, use or represent them without the express permission of the same. The rights of use granted by the Supplier to the Customer shall be strictly limited to access and in the context and for the duration of the subscription period to LiveHelp®; any other use by the Customer is prohibited without the prior written consent of the Supplier. In particular, the Customer may not modify, copy, reproduce, download, publish, transmit, exploit and / or distribute in any way the services, the site pages or the software codes of services and their elements.
This Agreement shall be concluded between the Supplier and the Customer for access / use to the site / service livehelp.it; information and documentation contained in it, as well as the supplied software, are called below the "Service".
The Supplier is however not required to provide updates and / or service improvements; if the Supplier, at its discretion, provide to that effect, the terms and conditions shall be automatically applied also to updates / improvements.
The Provider may terminate the contract, at its sole discretion, with seven days notice, if the operating conditions of this agreement no longer exist.
Without prejudice to Supplier’s right for suffered damages, the contract will be immediately terminated, without notice, in case of Customer’s breach of any conditions set out in this document, and the service will be immediately suspended.
At any time the Customer can ask the cancellation of his account and all concerning data, by fax or e-mail. The earlier termination of the Agreement does not provide for the return of any fees already paid.
5) Conditions of payment
LiveHelp® fee may be paid by bank transfer to bank account specified by SOSTANZA SRL or by credit card, in the respect of the terms stated by SOSTANZA SRL.
The Supplier is expressly exonerated from any responsibility for damages and / or inefficiencies linked to the transfer systems authority for bank account, or linked to the credit card use or linked to any confidential information sent by chat.
The contract will take effect and the service will be operative from the time of the receipt by the Supplier of the payment of the fee for the period chosen. The Provider may change the fees at any time for contract renewals.
6) Limitations of the information entered
The inclusion and / or use of messages and / or comments in chat is not subject to prior approval. Offensive, insulting, polemical, vulgar, abusive, disrespectful, defamatory or inciting to lawlessness messages, or which bear threat, harm, defame or insult other users or third parties, regarded as such at the discretion of the Supplier, are not allowed and will be modified or deleted as soon as brought to the Provider’s attention. The Provider reserves the right to disclose the identity of authors of messages above and their IP addresses in the event of a request by the competent authorities for investigations or judicial actions.
SOSTANZA SRL will give the Customer the ability to log in to provide assistance by typing an "Agent name" and a custom password. The Customer could not allow access to the service to unauthorized third parties and could not give and / or permit the use by third parties of the user name and password as above granted.
The Customer is responsible for the confidentiality of the password and account, and must notify the Supplier if the password is lost, stolen, notified to third parties or otherwise compromised.
The Customer will be responsible for any activity that is carried out in his/her account. The unauthorized use of the account or any other breach of security of the Site must be reported immediately to the Supplier.
The Customer can not decode or reproduce the software. Any unauthorized reproduction or redistribution of the software, unless specifically provided for in these terms, is expressly prohibited.
The use or reproduction of the software in breach of the license agreement and the provisions of law for the protection of intellectual property (by way of example: trademark, patent, copyright) are expressly prohibited.
7) Limitations of liability
The Supplier is not responsible in any way, and is expressly exempted, for direct or indirect damages, even to the image, honour and / or reputation, suffered by Customers and / or by users or third parties, as a result of the use of the Site and LiveHelp® service.
The Supplier is expressly exempt from any liability with regard to loss or damage of any information and / or strictly personal data which are not necessary for registration on the Site and for its operation. The Customer and the End User are thus not asked to enter information whose loss, damage or consultation by anyone may cause harm to themselves or others; in case of breach of this Terms, the Supplier can proceed without notice to the cancellation of the signup of the User and all User’s and / or the Customer’s data.
The Provider cannot be held responsible for the contents or reliability of sites reported by third parties in the whole Site and / or any advertising banners displayed on the Site and related sites or activities connected to them.
In any case, the Supplier's liability for loss or damage can’t exceed the amount paid by the Customer for the purchase of the service.
The Customer and the User must have the skills, equipment and software required to use Internet and recognize that the features and limitations of Internet allow guaranteeing protection, availability and integrity of data transmissions on Internet. At these conditions, SOSTANZA SRL does not guarantee that the services will work without interruption or breakdowns. In particular, their use may be temporarily interrupted for maintenance, updating, technical improvement, content or layout changes.
As far as possible, the Supplier will inform customers in advance in case of maintenance and / or updating of the site and the service. The Supplier is not liable to the Customer and User of the service operation and use.
Similarly, the Supplier shall not be held responsible for any malfunctions, inability to access or bad conditions of use of the Site and / or LiveHelp® Service attributable to unsuitable equipment and / or to internal dysfunctions of the Supplier, the network traffic and / or any other reason and / or reason not dependent also by the Supplier as well.
In case of commercial transactions stipulated through the Service (or connected sites) between the user and third parties (including other users or other service providers or retailers), such transactions will be considered concluded between the user and the third party (with all the rights and obligations arising therefrom), with express exemption of the Supplier responsibility and obligation.
The Site may provide, or third parties may include links to other websites or other Internet sources; as the Supplier cannot directly control these sites and external sources, it cannot be considered liable for their availability, their content, their advertisement, related products and services, or any other item available from those sites or external sources. Any malfunction and / or anomalies on a connection must be submitted to the administrator of that site no later than three days from the knowledge of the anomaly.
9) Changes to the Site or to conditions of service
At any time Provider may modify, also through the intervention of third parties, the pages of the Site, services or currently valid conditions of use. These changes will take effect from the moment when they will be put online on the Site, without prejudice to the right for the customer to cancel its subscription to LiveHelp® service. Otherwise, it is considered that the Customer has accepted these changes. Customers are therefore obliged to refer to the latest version available online on the website.
10) Competent court
11) Specific clauses approval
Clients declare to have examined all the clauses of these Terms and Conditions and specifically approve them also pursuant to art. 1341 and art. 1342 of the Italian Civil Code, with particular reference to the articles No. 2, 3, 4, 5, 6, 7, 8, 9, 10.