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LiveChat HelpDesk

Composite Score

9.1 /10

CX Score

9.0 /10

60 Reviews Write a Review

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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.

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Awards & Recognition

LiveChat HelpDesk won the following awards in the Customer Service - Midmarket category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

9 Top Rated Capabilities

9 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Service Experience
Product Impact

2023

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Product Impact

2022

2022 Data Quadrant Gold Medalist

2022

7 Top Rated Capabilities

8 Top Rated Features

2022

LiveChat 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

97 Plan to Renew

2
Since last award

80 Satisfaction of Cost Relative to Value

4
Since last award

100

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 100%
Negotiation and Contract:: 89%
Conflict Resolution:: 93%
Strategy & Innovation:: 88%
Service Experience:: 91%

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?

1% Negative

3% Neutral

96% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Feature Ratings

Average 90

Agent Scripting

Multi Channel Support

Analytics and Reporting

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Average 91

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of IT Administration

LiveChat HelpDesk Reviews

Vivian K.

Role: Information Technology
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Live chat helpdesk review

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

It enhances real time communication between customers and support agents.

What is your favorite aspect of this product?

It's ability o facilitate real time communication

What do you dislike most about this product?

Delayed Responses: Despite being designed for real-time communication, response times can be affected by high chat volumes leading to customer frustration.

What recommendations would you give to someone considering this product?

Proper plan

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Ahmed A.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

It is a great software that helps us,

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

LiveChat HelpDesk stands out with its seamless live chat and ticketing integration, easy setup, and AI-powered automation. It supports multi-channel communication (chat, email, social media) in a unified inbox, offers e-commerce & CRM integrations, and provides affordable scalability compared to competitors like Zendesk. Ideal for businesses seeking a fast, user-friendly help desk solution.

What is your favorite aspect of this product?

Its seamless live chat and ticketing integration is the best aspect. Agents can switch between real-time chat and tickets effortlessly, ensuring smooth and efficient customer support without juggling multiple platforms.

What do you dislike most about this product?

Its limited advanced reporting and analytics can be a drawback compared to competitors like Zendesk. While it covers basic reporting needs, businesses that require in-depth data insights may find it lacking.

What recommendations would you give to someone considering this product?

If you're considering LiveChat HelpDesk, here are some key recommendations: Leverage Live Chat & Ticketing Together – Maximize efficiency by using both features seamlessly. Automate Common Tasks – Use AI-powered automation for faster response times. Integrate with E-Commerce & CRM Tools – Connect it with Shopify, HubSpot, or Salesforce for a smoother workflow. Customize Workflows – Set up automated ticket assignments and responses to streamline operations.

Pros

Efficient Service
Effective Service
Caring
Saves Time

Aanchal A.

Role: Sales Marketing
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2025

Lovely customer engagement platform.

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

I think the capabilities and possibilities which come with Livechat is just insane. From third party app. integrations to broad automation capabilities, which has gotten almost half of the customer queries we get from Livechat to be self resolved by our trained Livechat AI Bot. Livechat is a beautiful addition to any sales and marketing department.

What is your favorite aspect of this product?

Livechat connects with the most important social sales channels globally for my company, including Facebook and Whatsapp. As a result of this connection, our customers are spoilt for choice in terms of how they want to reach out to our sales teams for enquiries.

What do you dislike most about this product?

This is one software platform which I have used for the better part of half a decade, across two companies and am simply yet to have any major criticism about.

What recommendations would you give to someone considering this product?

I recommend Livechat for sales and marketing teams.. Personally, I believe that Livechat is more than a sales software and one which could be used by multiple departments, for the endgoal of helping the team meet their sales numbers.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

LiveChat HelpDesk

What is LiveChat HelpDesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

LiveChat HelpDesk Ratings

96 Likeliness to Recommend

97 Plan to Renew

2 Since last award

80 Satisfaction of Cost Relative to Value

4 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+94 Net Emotional Footprint

How much do users love LiveChat HelpDesk?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

LiveChat HelpDesk Reviews

Vivian K.

Live chat helpdesk review

Likeliness to Recommend

Pros

Ahmed A.

It is a great software that helps us,

Likeliness to Recommend

Pros

Aanchal A.

Lovely customer engagement platform.

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

Multi Channel Support

Analytics and Reporting

Agent Collaboration

Mobile Customer Care

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

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of IT Administration