LiveChat

LiveChat HelpDesk

Composite Score

8.7 /10

CX Score

8.6 /10

46 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 Data Quadrant Gold Medalist

Latest Award, 2024

9 Top Rated Capabilities

9 Top Rated Features

Latest Award, 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

1
Since last award

95 Plan to Renew

84 Satisfaction of Cost Relative to Value

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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?

2% Negative

0% Neutral

98% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Feature Ratings

Average 90

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

Average 93

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

Donna C.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Product will not disappoint

Likeliness to Recommend

9 /10

What differentiates LiveChat HelpDesk from other similar products?

LiveChat HelpDesk is a critical tool for any Contact Center / Customer Service department. It is a complete platform that will satisfy your all of your customer's needs. LiveChat HelpDesk is the perfect application for email management making multichannel communication easier and flow more efficiently.

What is your favorite aspect of this product?

My favorite aspect is Customization which allows us to maximize the tools offered and streamline our processes.

What do you dislike most about this product?

It does take some time to become familiar with all the tools and integrations offered.

What recommendations would you give to someone considering this product?

Check out all the tools and features available. There are many different integrations offered. Be thorough and see what works best for your business needs.

Pros

Reliable
Performance Enhancing
Unique Features
Fair

Cons

Under Delivered

Justin B.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Easy, convenient, and full of features!

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

LiveChat is simple to set up and easy to use. It integrates well with other platforms like ChatBot and Facebook Messenger, and it gave us methods of communicating with customers we previously lacked.

What is your favorite aspect of this product?

My favorite aspect of LiveChat is how we can integrate it with other messaging services customers use to ask questions or request service.

What do you dislike most about this product?

I don't have any major dislikes. I would recommend this product.

What recommendations would you give to someone considering this product?

Make a list of the various ways you communicate with customers, and make sure you can integrate LiveChat with those channels.

Pros

Continually Improving Product
Performance Enhancing
Efficient Service
Respectful

Jaime G.

Role: Industry Specific Role
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Very easy to use, necessary features cost too much

Likeliness to Recommend

8 /10

What differentiates LiveChat HelpDesk from other similar products?

It clearly is the superior chat feature to have but it's too expensive for the necessary chat bots you need to make it effectively work for it's purpose.

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Price of necessary extra features

What recommendations would you give to someone considering this product?

Go with Tidio instead, it's cheaper and while it's not as easy to figure out, the cost savings far outweigh the negative.

Pros

Efficient Service
Effective Service
Caring
Respectful

Cons

Charges for Enhancements
Less Generous
Less Fair

LiveChat HelpDesk

What is LiveChat HelpDesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

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

1 Since last award

95 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+94 Net Emotional Footprint

How much do users love LiveChat HelpDesk?

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.

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

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

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

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

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

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.

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.

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.

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.

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.

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 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.

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

Donna C.

Product will not disappoint

Likeliness to Recommend

Pros

Cons

Justin B.

Easy, convenient, and full of features!

Likeliness to Recommend

Pros

Jaime G.

Very easy to use, necessary features cost too much

Likeliness to Recommend

Pros

Cons

Most Popular LiveChat HelpDesk Comparisons

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1
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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