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Conversational Cloud vs Help Scout Comparison

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Overview

LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...

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

Video & Screenshots

No videos yet

Pricing

Starting from

ic-pricetag

No pricing info

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

Starting from

15

Per month

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

User reviews

4.4

39

5

4

3

2

1

24

10

2

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

4.7

181

5

4

3

2

1

131

43

7

0

0

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

Pros

I love the ease and interface of this program. It’s very smooth for the most part and the stats provided are a fantastic tracking tool.

AB

Ashley B.

The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.
AvatarImg

Basiirat A.

Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful.

AB

Alice B.

Pros

In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.

SA

Sid A.

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.

AR

Anonymous Reviewer

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
AvatarImg

Andrea N.

Cons

Terrible customer service - we were charged for months after closing the account.

EB

Erica B.

Trying to figure out myself how to. Find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches).

IS

Iris S.

This can be really confusing when you have multiple chats opened named "visitor.

AR

Anonymous Reviewer

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.

AR

Anonymous Reviewer

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.

JS

Jordan S.

Email management is no longer a source of frustration.

KD

Kathy D.

  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features68
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • CRM
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Configurable Workflow
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Performance Management
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Total features71
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • CRM
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Configurable Workflow
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple User Accounts
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Performance Management
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations18
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations149
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Conversational Cloud logo

Conversational Cloud

Well done. Keep up the work.

Reviewed 6 years ago

This was a very useful program. I would not use anything else. Please keep this going. Thanks for the help

Pros

No pros were added to this review

Cons

No cons were added to this review

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

Share this review:

Conversational Cloud logo

Conversational Cloud

A better way to connect with web visitors.

Reviewed 4 years ago

LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc

Pros

LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website. I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.

Cons

It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Conversational Cloud logo

Conversational Cloud

Horrific customer service and stability

Reviewed 2 years ago

Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.

Pros

Ease of use. Reporting package. Dashboard.

Cons

Customer service. Service outages. Glitches.

Vendor response

We're very sorry to hear you are having such a difficult time with our platform. We strive to maintain a superior uptime, but there are times we are unable to deliver :( Curious to know more about your glitches and how our customer service has been lacking for you. We want to make sure we address this for you immediately having customers get kicked off of chats is unacceptable and should never happen. If you're on our messaging platform, customers' conversations are asynchronous, and the chat history does not get deleted, so this should help. We hope you can reach out to us about these issues so we can resolve them for you ASAP!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Conversational Cloud logo

Conversational Cloud

Usability disaster

Reviewed 6 years ago

Horrible usability, trying to set up a custom button, even though I was following a tutorial they wrote, the tutorial didn't match up with the real thing, turned out the tutorial was old (why not remove it from your site??) Trying to figure out myself how to 1. find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches) 2. just see if it is intuitive enough to do without tutorial (normally I am savvy enough to do this) but no. Contacted customer support (which was also not really easy to find, had to go through the sales chat), even with their help it was a pain in the *ss. They were really helpful and friendly, the website and console is just a usability horror.

Pros

Customer support is responsive and friendly.

Cons

USABILITY! ahk

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

Share this review:

Help Scout logo

Help Scout

Help Scout is fantastic

Reviewed 5 years ago

Been using Help Scout for years. The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction. The tickets are silent to the customer, unlike many other products which a customer is nothing more than a ticket.

Pros

- Easy interface - Lower learning curve - Continually improving - Good customer support - All cloud based

Cons

- Per-user costs can add up