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LiveChat vs HelpDesk Comparison

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Overview

Category Leaders

LiveChat is an all-in-one customer service platform that helps businesses provide seamless customer service and boost their...

Category Leaders

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent...

  • 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

24

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

1.6K

5

4

3

2

1

1.1K

422

58

13

3

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

4.6

60

5

4

3

2

1

42

12

5

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

I love using this software and it's fun to use and see yourself improving your typing skills.
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.
Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.

Pros

It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.
We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.
The experience has been very positive and we will continue to use HelpDesk as we have had many benefits from it.

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

There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal.
Emails get caught in Spam sometimes when they aren't spam.
It is sometimes difficult to find some old tickets.
  • Vendor responds to reviews
  • Last review21 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features59
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • CRM
  • Call Center Management
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Offline Form
  • Performance Metrics
  • Personalization
  • Prioritization
  • Proactive Chat
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SMS Messaging
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features80
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • CRM
  • Call Center Management
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Offline Form
  • Performance Metrics
  • Personalization
  • Prioritization
  • Proactive Chat
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SMS Messaging
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations201
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations8
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

CL
AvatarImg

Christen L.

E-Learning, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

LiveChat logo

LiveChat

Great chat feature for the Helpdesk

Reviewed 4 years ago

We are very pleased with how well LiveChat has worked for us and fit our needs.

Pros

We have integrated LiveChat with our ticketing system and we use it very often to solve a number of Helpdesk issues. It's well designed and works great with IOS, Android, PC, or Mac. The pricing is also very reasonable.

Cons

We like to use automated messages and those were not quite right to fit our needs at our Helpdesk.

AR
AvatarImg

Verified reviewer

Internet, 11-50 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

LiveChat logo

LiveChat

Provides live user metrics for helpdesk, but lacks the CRM features of Intercom

Reviewed 5 years ago
Pros

LiveChat increases time-to-response for helpdesk by making it easy for agents to diagnose what visitors are presently doing.

Cons

Unlike Intercom, LiveChat lacks full CRM features and uses a Google Analytics integration.

VB
AvatarImg

Valerie B.

Professional Training & Coaching, 1-10 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

LiveChat logo

LiveChat

LiveChat is helpful for customer care

Reviewed 3 years ago

Overall my experience with LiveChat has been great! I have been able to quickly respond to customers with custom canned replies.

Pros

This product is fairly easy to use and integrate for your business. It has a knowledge base feature and option to chat on demand or respond to tickets at a later time.

Cons

There is a disconnect between LiveChat and HelpDesk - the canned replies have to be entered separately into both locations which causes extra work.

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Shola A.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Livechat let us follow web-visitors anywhere on the website.

Reviewed 6 years ago
Pros

Livechat enable us embed a chat window on our website ,which follow web-visitors around when they switch pages ; ensuring we are always available to them. It also gives us a better reach by enabling visitors to our Facebook page ,chat with us directly from Facebook ; without the need of visiting our website.

Cons

Livechat is currently lagging behind under helpdesk programs by its failure to upgrade this program with an audio call or video call feature.

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Italo P.

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Simply the best software in its style

Reviewed 6 years ago

I think the application is designed mainly for large companies, because for small companies the cost is not justified but the communication between users and support staff has been the best

Pros

It is very easy to use for both Helpdesk staff and users, it is friendly and intuitive. It's easy to find tutorials on the internet

Cons

I can´t think of many things that I don´t like but I would like the application to introduce the phone call option, sometimes it is good to complete the support in this way

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Serap Y.

Financial Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Livechat exceeds our expectations.

Reviewed a year ago

Livechat plays a crucial role in our workflow for acquiring sales prospects and converting them into customers. Its use has significantly reduced our response time to address customer service issues, resulting in much happier customers.

Pros

Livechat offers an array of exclusive chat tools such as message sneak-peek, eye catchers, and targeted messaging for our customer engagement activities with our app users. It also brings together our preferred messaging apps under a single platform by integrating them with Livechat, thus enabling customers to initiate engagement with us through their preferred messaging app. A further result of Livechat's vast integration capability, we are able to elevate a chat conversation with a customer or sales prospect to a voice or video call for efficient sales engagement.

Cons

When it comes to helpdesk solutions, I would consider Livechat to be an essential software. It has not only met our business expectations but also exceeded them, in my opinion.

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Omobolanle I.

Internet, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

Livechat defines simplicity.

Reviewed 6 years ago
Pros

SIMPLICITY : Livechat has a simple and intuitive user environment which makes it easy for new users both on the part of helpdesk agents and web visitors to pick up the workings of the software in a matter of minutes. SOCIAL INTEGRATION : Via Livechats social integration feature ,our users can now communicate with us right from our Facebook fan page. EFFECTIVE CUSTOMER SUPPORT TEAM : Livechats helpdesk support staffs are always eager and available to assist us for everytime we ran into hurdles while using this software . The good part is ,they are available 24 hours a day and they motivate our own helpdesk team to want to do better.

Cons

Livechat does a perfect job .However I have got reservation regarding the mobile app. As it appears to be too simple.Currently ,the helpdesk team can only respond to chats via the app. and for every other need like responding to customer ticket ,checking out agent profiles , checking out website analytic etc user have to login to Livechat from the pc.

CF
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Chase F.

Automotive, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Perfect application for direct communication

Reviewed a year ago

It's been a great experience so far. We've had hundreds of chats every week. I highly recommend adding ChatBot and HelpDesk if you do it though.

Pros

It was pretty easy to setup and it can be used on other sites and platforms in the event of switching to another store. It's also easy to use and greatly helps with our customer service team.

Cons

The desktop application isn't that great for Windows. It can get buggy at times, so I just use it in the browser.

AR
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Verified reviewer

Hospital & Health Care, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Great live support software

Reviewed 5 years ago

I worked at salesforce when this was implemented on our helpdesk team. It was a great boon to us, but it did not drive down call volume.

Pros

Allows end users to reach a new venue of support within your organization. In general, technicians can handle more chats than calls so it does serve to lower effort. Easy to integrate into salesforce.

Cons

The software works great, but can cause issues if the staffing requirements aren't also kept up with. In my experience this doesn't reduce call volume, it reduces ticket volume - people who would otherwise4 submit tickets about things that were less urgent will instead chat.

MM
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Manoj M.

Information Technology and Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

LiveChat logo

LiveChat

bad ticketing system

Reviewed 7 years ago

All here are talking on Chat feature, that is really nice comparing to available on the earth! It's not the complete solution to customer support requirement. Need to use another helpdesk solution for ticketing and email reply. Ticketing system is really bad, no separate canned reply available, need to use same available in chat. The reply emails can't be customized and very "old n ugly" interface...

Pros

chat is instant, fast reply and appropriate geo-location.

Cons

Ticket system is really need "good modern interface" updation. Customization options are not available for ticket system. Need to work hard on ticketing seriously, comparing to helpdesk, desk.com or groove

Vendor response

I'm sure there are improvements that can be made. Thank you for the detailed review, Manoj. ps. If you are looking for certain canned responses we suggest using a grouping system. Something like a prefix before an initial canned response. t_ (for tickets - #t_sales) and/or c_ (for chats -#c_chats). This way, you will narrow down the list of available tags.

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Christen S.

Higher Education, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

Easy and efficient

Reviewed 5 years ago
Pros

I like how easy LiveChat is to use and it didn't take long to figure out the features with ease. We use this as a live chat feature for our Helpdesk and it has greatly improved our efficiency with customer support.

Cons

There's not really much we don't like but sometimes we forget to log out and it creates confusion for students that think there is someone live waiting for their chat response.

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Ava T.

Financial Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Livechat has got us completely covered.

Reviewed 10 months ago

Our chat-based customer service efforts are completely managed by Livechat. This tool offers us a multitude of options to connect with our customers and potential sales prospects through various channels. It has become an invaluable resource for our customer service team.

Pros

Livechat connects with a variety of messaging channels, which has ensured that we are able to reach our customers wherever they are . At this moment, we are successfully reaching our customers on other platforms asides our website and mobile application , including on our Facebook page, through sms communication and even through the popular Whatsapp messaging platform.

Cons

When it comes to engaging with customers through chat, Livechat does an excellent job for me and my team. We have yet to identify any flaws with this exceptional helpdesk tool. It has proven to be a reliable and efficient way to communicate with our customers.

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Rosemary N.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

Best helpdesk solution ,money can buy.

Reviewed 6 years ago
Pros

I love the daily chat summary ,which Livechat sends our customer care analysis team ; this summary provides us with details of the helpdesk team for the day. Allowing us know the number of customers who gave us a good rating after a chat ,and the ones who were unimpressed with our performance.

Cons

Inability to respond to web visitor tickets via my Livechat mobile app. is a huge source of concern personally,as an avid lover of Livechat.

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Temitope E.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

Livechat integrates with our Facebook brand page.

Reviewed 6 years ago
Pros

I like Livechat's Facebook integration. Courtesy of this ,our customers are now able to communicate with my company's helpdesk team via our Facebook page. Since we began using this feature early in the year ,we have seen a steady increase in the number of customer chats we respond to on a daily basis.

Cons

I will like to see Livechat improve on the Livechat mobile app. My personal opinion is that this app. is way too basic for customer service ,as we are only able to communicate via chat using the Livechat app. For every other thing we need to do on Livechat ,we must do it via the Livechat website.

TP
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Tapan P.

Public Safety, self-employed

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

The application is much better then another app

Reviewed a year ago

My overall experience is very good and 10 out of 10

Pros

Well designed:-Not just from an aesthetic point of view – it’s a pleasure to use LiveChat.Lots of features:-They have their own helpdesk, knowledgebase and chatbot solutions, which can be easily integrated with LiveChat.Apps:-For iOS, Android as well as PC and Mac. Compared to the browser console they even have a few special features (like an automatic time-out).Age related:- Live chat app is used all the age person.

Cons

The software has no cons but I suggested the software is used carefully

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Oyinlola H.

Internet,

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

Makes our customer care efficient.

Reviewed 6 years ago
Pros

Livechat is an efficient software for helpdesk. We use the chat history feature, which backs all previous correspondence we must have had with a customer in time past, enable is to better trace recurrent customer problems, the few times they occur. We have also recently adopted Livechat Not, Botengine and it has only made our work easier, by allowing our customer care team focus on only the problems Botengine cannot handle.

Cons

Livechat need to work on its third party integration capability. Either by sheer coincidence or intentionally, we have been never been able to integrate this with our Salesforce CRM.

AR
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Verified reviewer

Civil Engineering, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Livechat exceeds our expectations.

Reviewed 8 months ago

Livechat is an invaluable tool that enables seamless communication with potential clients across various mediums of their preference. Its integration within my department has significantly enhanced our interactions, leading to higher satisfaction rates among first-time clients and reduced query resolution times. Moreover, Livechat serves as a powerful tool for converting interested prospects into paying clients, further contributing to the success of our business.

Pros

The Livechat team consistently delivers exceptional support, which has greatly enhanced our experience with the software. They promptly address any challenges we encounter and continuously provide valuable resources to optimize our usage of the Livechat platform. Moreover, the extensive range of high-quality features available to us sets Livechat apart from being just a helpdesk solution. Our utilization of Livechat has expanded beyond expectations, thanks to the outstanding features it offers.

Cons

The addition of a lifetime ban feature is highly necessary to effectively handle trolls. The current option to ban individuals for only a few weeks falls short when dealing with persistent trolls.

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Kathy C.

Insurance, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Livechat is essential for our operations.

Reviewed a year ago

Livechat provides us with a simplified and low-resource cost way to engage our customers enquiries across multiple sales channels. Livechat ensure that our sales team is always a click away from potential customers.

Pros

Livechat daily data summary notifications are crucial to having a snapshot idea of the day to day performance of my team , as regards responding to customers enquiries across our product mobile applications and every social media platform where we use Livechat , as our helpdesk solution. The data summary sent by Livechat provides information like the total number of chats our agents attended to over the past 24 hour period, the number of missed chats , percentage of satisfied and dis-satisfied customers etc

Cons

There is no feature that I will like to see, that Livechat does not already provide. For myself and my team , I think we are happy with the quality that we have been able to extract from Livechat.

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Tope O.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

Simple, effective and dependable.

Reviewed 6 years ago
Pros

Livechat is the best help desk solution for firms and teams out there and this is majorly due to its simplicity and effectiveness.I like the daily reports Livechat sends to our email at the end of every workday ; this has ensured we are updated on the performance of our helpdesk agents for the day. It details the total number of customers we responded to on chat , the percentage of satisfied customers ,percentage of dis-satisfied customers and percentage of customers ,whose chat we missed.

Cons

Inability to respond to tickets opened by our customer via the Livechat smartphone app. is my only reservation thus far with this solution.

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Victor A.

Marketing and Advertising, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveChat logo

LiveChat

No Helpdesk solution beats Livechat.

Reviewed 6 years ago

Livechat has helped my organization grow its email marketing list via its integration with Mailchimp. Primarily,Livechat has led to reduced bounce rate on our website and also a faster response time to customer complaints.

Pros

Livechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization. I also like how I am able to respond to tickets opened by our customers by simply replying to the email notification sent by Livechat as against logging into the Livechat interface itself.

Cons

Inability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.

EE
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Emilia E.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveChat logo

LiveChat

The most feature packed support solution.

Reviewed 6 years ago
Pros

Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go. Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics. I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.

Cons

I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end.

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Adenike O.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveChat

Pace-setting customer support team.

Reviewed 6 years ago
Pros

CHAT TRANSCRIPTS - Livechat backs up every message conversation between the helpdesk team and visitors to our website .Ensuring we are able to generate data from these conversations or do reviews of our customer care team by simply going through past conversations. Also web visitors are also able to automatically get the chat transcript sent to their email address. VISITOR BANNING - Livechat provides us with the means to ban provocative visitors on our website for a number of period. CUSTOMER SERVICE - It has a 24/7 customer support team ,who are always available to assist users and whom I rate as amongst the best in the software industry.

Cons

Livechat so much does a perfect job for me that in my over one year access to this software ,there has been no complaint.

CW
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Chad W.

Consumer Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HelpDesk

Operations and Admin use with My Secure Advantage Inc. (MSA)

Reviewed a year ago

We love it. We use HelpDesk, LiveChat, and ChatBot

Pros

We love the ability to quickly process support and/or member-facing requests through the website or the App.

Cons

N/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative

AS
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Abdul S.

Information Technology and Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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HelpDesk

Better than others I've used

Reviewed 4 years ago
Pros

I used to use LiveChat ticketing but it wasn't mobile friendly.

Cons

+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.

RE
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Richard E.

Retail, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HelpDesk

Better than the rest!

Reviewed 4 years ago

We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Cons

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

JW
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Jason W.

Mining & Metals, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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HelpDesk

Hekpesk review

Reviewed a year ago
Pros

Integration and customization are very easy. You can be up and running in no time.

Cons

Using LiveChat and Helpdesk still feels a little too separated, agents, tags, and canned responses do not carry from one to the other.

RF
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Rex F.

Computer Software, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HelpDesk

Superb Product but lacking some features

Reviewed 4 years ago
Pros

It's easy to understand and aesthetically pleasing to work in.

Cons

It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.

Vendor response

Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team

AJ
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Alan J.

Information Technology and Services, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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HelpDesk

Great Live chat for Instant communication

Reviewed 5 months ago

We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system

Pros

We like the easy integration and ability to show the live chat on the pages we pick, rather than all. Short cuts are a great time saver as we get multiple queries for support so we can send them off

Cons

We don't have many issues with software, just the people on the other end :)

KW
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Katarzyna W.

Computer Software, 51-200 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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HelpDesk

HelpDesk is a great.. helpdesk!

Reviewed a year ago
Pros

HelpDesk is simply a great helpdesk app - it does what it is supposed to and does well. It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.

Cons

Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a minor thing that didn't have much influence on the overall experience.

RK
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Rudy K.

Broadcast Media, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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HelpDesk

mixed bag

Reviewed a year ago

We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

Pros

The integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.

Cons

- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.

GB
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Gero B.

Financial Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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HelpDesk

Helpdesk

Reviewed 4 years ago

Seemless integration

Pros

Having come from not using any email managment software (only Outlook), the tool has prived invaluable. It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement

Cons

Nothing difficult, I would like more data reports but I'm sure that will come in timr

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Wayne M.

Retail, self-employed

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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HelpDesk

The best HelpDesk for small business website owners

Reviewed 2 years ago

Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

Pros

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

Cons

You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.