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.
95 Likeliness to Recommend
1
Since last award
98 Plan to Renew
1
Since last award
83 Satisfaction of Cost Relative to Value
3
Since last award
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
- Saves Time
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
Analytics and Reporting
Multi Channel Support
Agent Scripting
Mobile Customer Care
Agent Collaboration
Intelligent Search
Customer Community Management
Customer Service Workflow Management
Customer Self Service Capabilities
Customer Service Knowledge Management
Contact Center Integration
Vendor Capability Ratings
Usability and Intuitiveness
Availability and Quality of Training
Business Value Created
Vendor Support
Quality of Features
Ease of Data Integration
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Customization
Ease of Implementation
Ease of IT Administration
LiveChat HelpDesk Reviews
James W.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Aug 2024
Livechat is making it easier to retain customers.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Automation on Livechat has consistently been improved upon over the years and I think it has gotten to a stage, where it is easily the most loveable aspect of my Livechat experience. An example of Livechat bringing automation into interaction with our customers is with its intelligence AI feature, This feature automatically helps my team identify spelling errors, suggest canned responses to customer questions, and even summarize key points from chat conversations between customers and our sales chat agents. This has helped to improve the overall quality of responses that we give to customer queries and enquiries.
What is your favorite aspect of this product?
Livechat's smooth connection with critical third party communication channels like Whatsapp, Facebook messenger, Apple messenger and even Telegram, has allowed customers to be able to reach our sales team from wherever they are present, without first visiting our website.
What do you dislike most about this product?
Livechat gets so much right, that it's tedious identifying a potential weakness or a room for improvement. However, I think the absence of self service and knowledge management provisions for our customers is a gaping hole, that Livechat should address.
What recommendations would you give to someone considering this product?
Livechat is a key cornerstone in my team's goal of continuously making our customers satisfied.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Rimsha K.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted May 2024
The best for real time customer engagement.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
Has to be the quality of features and capabilities. At this moment, it is my opinion that there is no help desk software out there, with the standout features and functionalities present on Livechat.
What is your favorite aspect of this product?
I love Livechat integrations. They are a crucial way for us to engage with our customers across multiple platforms , asides from our website. As a result of Livechat's integration, we are engaging customers more effectively and getting faster responses from them .
What do you dislike most about this product?
In my own opinion, I believe Livechat has far exceeded our needs and expectations. There is just no negatives to point to, in my experience using Livechat.
What recommendations would you give to someone considering this product?
For organisations concerned about fast paced and efficient engagement with customers and sales prospects, Livechat is a tool to consider.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Martina E.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2024
A proper marketing program.
Likeliness to Recommend
What differentiates LiveChat HelpDesk from other similar products?
The number of messaging channels which Livechat integrates with, sets it apart from similar products. Aside from using Livechat to communicate with customers on our website, Livechat also integrates with the top social media platforms globally, making it easier to reach out to customers wherever they are.
What is your favorite aspect of this product?
I like Livechat's data summary provisions. As a team, we have relied on the chat reports provided in Livechat's data summary updates, to measure the strength and failings of our customer service team. Ensuring that we are able to continuously make team-improvement decisions based on data.
What do you dislike most about this product?
Considering the capabilities of Livechat, we have always ever had quality performance with Livechat. Therefore, I am unable to currently think about any negative experience with Livechat.
What recommendations would you give to someone considering this product?
In my experience, Livechat is more than an helpdesk.program and has become a key cornerstone of our inbound marketing mechanism.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
