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
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Real user data aggregated to summarize the product performance and customer experience.
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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
Mayowa M.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
No better way to engage customers.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Livechats overall feature-set is centered around attracting customers to reach out to customer service. Basically, Livechat allows us put an helpdesk option in the faces of our customers, whenever they use our mobile or web platforms.
What is your favorite aspect of this product?
Livechat has an asynchronous conversation feature, which enable us communicate with customers over a period of hours or even days. With this feature, a customer can just drop a chat message even when agents are not available, and he/she gets a response whenever an agent is online, and the conversation can continue regardless of how long it took to get a response. With this aforementioned feature, we are responding to customer concerns better as agents have more time on their hands, to respond to customer queries.
What do you dislike most about this product?
On the Livechat mobile application, I have sometimes gotten false chat notifications. I do not know if this is a result of a bug or an issue from my end.
What recommendations would you give to someone considering this product?
For chat-based engagement with customers, I am yet to encounter a better software product than Livechat.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Zainab M.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
I haven’t encountered a better product.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Livechat is basically about the features for me. I do remember for example, that Livechat was the first helpdesk program to introduce a sneak-peek feature around 2016 which allowed customer service agents see what customers type, even before it is sent. From experience, no alternative comes close to Livechat in the area of features.
What is your favorite aspect of this product?
I like that Livechat archives every chat conversation we have with our customers. This is always very helpful, in cases of returning customers with a product issue they had previously reported.
What do you dislike most about this product?
Livechat is amongst the few tools I can term flawless, at least from my own experience.
What recommendations would you give to someone considering this product?
For customer service activity involving communication via chat, Livechat is the best out there in my own opinion.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2022
Top tool for customer service professionals
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
