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LiveChat vs Cherwell Service Management Comparison

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Overview

Category Leaders

LiveChat: Loved worldwide! Used by over 27,000 companies! Delivering answers to questions from the customers on the spot....

Category Leaders

Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

$

16

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

$

189

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

797

288

43

7

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

5

4

3

2

1

87

49

15

6

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.

Fausto F.

I love using this software and it's fun to use and see yourself improving your typing skills.

KA

Kheirallah A.

There are a lot of options out there but this is by far the best. Easy to setup, the pricing is fair, and their technical support team is awesome.

SJ

Shanta J.

Pros

Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.

DK

David K.

This software is user friendly and easy to customize. This is a quality application that does much more than incident management.

RW

Rollie W.

I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support.

AR

Anonymous Reviewer

Cons

It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.

JF

Jayden F.

They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.

AR

Anonymous Reviewer

The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.

JS

Jake S.

Cons

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

FP

Forrest P.

This is the WORST helpdesk/itsm product on the market.

AR

Anonymous Reviewer

Can be difficult to work around the "codeless" design for those with coding backgrounds.

JH

Jason H.

  • Vendor responds to reviews
  • Last review13 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features69
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Canned Responses
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Email Response Control
  • Email Templates
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Performance Metrics
  • Portfolio Management
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Escalation
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Time & Expense Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Visual Analytics
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Workflow Management
  • Total features64
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Canned Responses
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Email Response Control
  • Email Templates
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Performance Metrics
  • Portfolio Management
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Escalation
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integrations
  • Time & Expense Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Visual Analytics
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Workflow Management

Integrations

  • Total integrations205
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations29
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM