What is LiveChat HelpDesk?
HelpDesk is a solution designed to simplify how your team handles customer communication. Personalized and precise messages will upgrade your customer experience. HelpDesk gives you the tools you need to manage your communication in one app.
Company Details
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceLiveChat HelpDesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on LiveChat HelpDesk.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
96 Likeliness to Recommend
1
Since last award
95 Plan to Renew
84 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+94 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love LiveChat HelpDesk?
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Efficient Service
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Agent Scripting
Multi Channel Support
Analytics and Reporting
Mobile Customer Care
Agent Collaboration
Customer Community Management
Intelligent Search
Customer Service Workflow Management
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Vendor Capability Ratings
Product Strategy and Rate of Improvement
Quality of Features
Ease of Data Integration
Vendor Support
Usability and Intuitiveness
Availability and Quality of Training
Business Value Created
Breadth of Features
Ease of Implementation
Ease of Customization
Ease of IT Administration
LiveChat HelpDesk Reviews
Glory S.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
There is no better way to engage customers.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
I think this must be how simple it is to use Livechat. Asides the intuitive interface and the array of features on offer for users, Livechat provides some of the best support of any software I have used. Thus for Livechat, there are many things which differentiates the software, the team behind it from substitute tools.
What is your favorite aspect of this product?
Livechat provides a variety of tools which makes collaboration between agents and customer representatives a seamless process. This has ensured that not only are we engaging customers promptly , we are also able to bring in the right specialists into the conversation, with a click of a keyboard button.
What do you dislike most about this product?
Livechat does a good job saving a customers ip (internet protocol) address. This often ensures that whenever they come to the platform, we have access to all of their previous conversations with our customer service team. However, on occasions where the visitor is using a different ip address, we have no way to access their previous conversations. Thus, I think it will be a good idea for us to get notifications if a new visitor has name similarities with any previous visitor , whose conversations are on our archived chat library.
What recommendations would you give to someone considering this product?
Livechat is the best when it comes to customer help-desk solutions. No other tool even comes close.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Adaeze O.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
A proven way to drive engagement with customers.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
For me, I think Livechat ability in the aspect of helping us turn engagement with website visitors, into revenue is the point of difference between this product and alternatives.
What is your favorite aspect of this product?
I like that Livechat provides me with more than enough tools, with which I can engage with customers of my company comfortably, even if they are not on our web or mobile platform.
What do you dislike most about this product?
Perhaps because of the avalanche of features present on Livechat, the user interface is not very intuitive and navigation at times can be confusing.
What recommendations would you give to someone considering this product?
Livechat is a proven pathway to get easy sale conversions.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Virginia O.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Livechat enable us support customers better.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Integration with multitudes of third party tools has got to be the stand-out point for Livechat. As a company, we have greatly relies on this to boost the speed and quality of engagement with customers and website visitors.
What is your favorite aspect of this product?
Livechats ticketing system, is an helpful part of our general relationship with this product. This feature ensures that customers can still reach us with queries and enquiries , even when there is no support agent online.
What do you dislike most about this product?
The level of analytical metric provided by Livechat can be better in terms of depth. Likewise, there is the issue of Livechats interface being very clogged-up, making navigation an un-seamless process.
What recommendations would you give to someone considering this product?
Livechat is not perfect but it is still the top helpdesk program out there. We are constant trialing alternative solutions to be sure we are giving our business an head start, but no alternative currently gets close to Livechat.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
