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LiveChat vs Help Scout 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

Help Scout is customer service & help desk software for companies of all sizes. Users can work seamlessly across departments,...

  • 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

Screenshots

Pricing

Starting from
$

16

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

10

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

784

283

42

7

2

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

5

4

3

2

1

122

40

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

It's a very nice thing to add to your site, it helps for your customers, I used it a few times when I needed help or had questions.
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.
I love using this software and it's fun to use and see yourself improving your typing skills.

Pros

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.
Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.

Cons

They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.
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.
The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.

Cons

Due to the automated change of tickets after leaving notes or replying on some of them, I ended up replying or closing the wrong ones, and in a delicate work, this was frustrating.
The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window.
Email management is no longer a source of frustration.
  • Vendor responds to reviews
  • Last review10 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features94
  • "What If" Scenarios
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Archiving & Retention
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Lead Distribution
  • Bulk Send
  • CRM
  • Call Center Management
  • Call Recording
  • Call Tracking
  • Canned Responses
  • Cash Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Charting
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Content Management
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Response Control
  • Email Templates
  • Employee Profiles
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Full Text Search
  • Geotargeting
  • Goal Setting / Tracking
  • HIPAA Compliant
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Department/Project
  • Multi-Language
  • Multiple User Accounts
  • Offline Access
  • Offline Form
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Proactive Chat
  • Productivity Analysis
  • Purchasing & Receiving
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Response Management
  • Routing
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Timeline Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Factor Authentication
  • Visitor Tracking
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features86
  • "What If" Scenarios
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Archiving & Retention
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Lead Distribution
  • Bulk Send
  • CRM
  • Call Center Management
  • Call Recording
  • Call Tracking
  • Canned Responses
  • Cash Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Charting
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Content Management
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Response Control
  • Email Templates
  • Employee Profiles
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Full Text Search
  • Geotargeting
  • Goal Setting / Tracking
  • HIPAA Compliant
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Lead Distribution
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Department/Project
  • Multi-Language
  • Multiple User Accounts
  • Offline Access
  • Offline Form
  • PCI Compliance
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Proactive Chat
  • Productivity Analysis
  • Purchasing & Receiving
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Response Management
  • Routing
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Spam Blocker
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Timeline Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Factor Authentication
  • Visitor Tracking
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations195
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations136
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

LiveChat vs. Help Scout

See how LiveChat and Help Scout stack up against each other by comparing features, pricing, ratings, integrations, security & more.