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
Beyza C.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Jun 2023
Livechat more than ticks the boxes.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Livechat's remarkable capability lies in its seamless integration with a wide array of essential software, greatly enhancing our day-to-day work operations. Currently, we have successfully integrated Livechat with critical tools such as Whatsapp, Mailchimp, Twilio sms, and Zoom, among many others. This integration has significantly broadened our reach to sales prospects and customers, empowering us with innovative avenues to engage and communicate with our valued customers and clients.
What is your favorite aspect of this product?
Among the many impressive aspects of Livechat, one feature that truly stands out for me is its comprehensive set of chat tools. Livechat offers a diverse range of chat tools, including buttons, carousels, cards, file sharing, and chat tags, among others. These tools play a crucial role in streamlining our conversation tracking process and enhancing our ability to engage effectively with customers. With Livechat's versatile chat tools, we can effortlessly monitor and optimize our interactions, ensuring a seamless and productive customer engagement experience.
What do you dislike most about this product?
Fortunately, Livechat falls among a collection of software products that I can confidently say I wholeheartedly appreciate without any reservations. Personally, I believe that Livechat has surpassed our expectations by offering us far more than what we typically anticipate from a helpdesk software.
What recommendations would you give to someone considering this product?
Based on my knowledge and experience, I recommend Livechat as an effective helpdesk software. To me , it is the customer service representative's dream software.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Buky Amenet S.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2023
So far, Livechat has been a valuable asset.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
In my opinion, one of the most significant distinguishing factors between Livechat and other helpdesk software that I have utilized in the past is Livechat's seamless integration with customer relationship management (CRM) systems. Specifically, at my company, we have utilized this integration to create personalized chat triggers and interactions with our sales prospects by leveraging the data we have saved about them on our CRM. This level of integration has been a game-changer for our sales team and has greatly improved our ability to provide customized and effective support to our customers.
What is your favorite aspect of this product?
I appreciate Livechat's integration with the most widely-used messaging apps, as it enables our customers to easily communicate with our support team through their preferred messaging app. Moreover, we can seamlessly transition from chat messages to video calls or screensharing sessions using the same messaging app, which allows for more effective and personalized support.
What do you dislike most about this product?
To the best of my knowledge, Livechat is one of the very few software solutions that my team has yet to completely explore and utilize all of its potential use-case scenarios because they are simply too vast. Based on my experience, I have no complaints about this software and find it to be an excellent tool for our customer support needs on a daily basis.
What recommendations would you give to someone considering this product?
Livechat's integration with popular messaging apps is a valuable asset for sales, customer service and marketing teams.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Adetoun J.
- Role: Operations
- Industry: Transportation
- Involvement: End User of Application
Submitted Dec 2022
A complete helpdesk software program.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Livechat has moved beyond just a tool for engaging customers through our product website and mobile app. It is now a tool that we've utilized to great extent for engaging customers on third party platforms like Facebook, Messenger and even on the Whatsapp platform.
What is your favorite aspect of this product?
Livechat saves all chat history with customers. This always comes in handy for my team for future situations where we need to check previous correspondences with specific customers. Having access to previous chat records contributes to a faster and efficient resolution of most issues or obstacles faced by customers while using our product and services.
What do you dislike most about this product?
Sincerely, there isn't anything that I dislike about this product , as far as its use within my work institution for customer engagement purposes is concerned.
What recommendations would you give to someone considering this product?
Livechat brings a whole lot of potentials to the table , for my team as far as engaging with our customers is concerned. It provides us with the right set of tools to track our engagement activity and continuously identify potential grey areas.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
