LiveChat vs HelpDesk Comparison

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.

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

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.

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

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

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

Among the several software programs I've used, Livechat has the most robust integration features. By incorporating third-party apps into our regular Livechat sessions, we have been able to enrich our interactions with the service.

Because it goes above and beyond what I'd expect from helpdesk software, LiveChat has all the features I could want for my staff.

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.

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

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

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

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.

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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

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

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

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

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

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.

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

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

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

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

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.

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

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

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

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.

- 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.

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

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.