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LiveChat HelpDesk

Composite Score

9.2 /10

CX Score

9.0 /10

62 Reviews Write a Review

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What is LiveChat HelpDesk?

HelpDesk is a solution designed to simplify how your team handles customer communication. Personalized and precise messages will upgrade your customer experience. HelpDesk gives you the tools you need to manage your communication in one app.

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Awards & Recognition

LiveChat HelpDesk won the following awards in the Customer Service - Midmarket category

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2025 Data Quadrant Champion

Latest Award, 2025

11 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact

2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

9 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Service Experience
Product Impact

2023

2023 Data Quadrant Champion

2023

8 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Product Impact

2022

2022 Data Quadrant Champion

2022

7 Top Rated Capabilities

8 Top Rated Features

2022

LiveChat HelpDesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat HelpDesk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

96 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+94 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveChat HelpDesk?

1% Negative

2% Neutral

97% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Feature Ratings

Average 91

Multi Channel Support

Agent Scripting

Analytics and Reporting

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Average 92

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of IT Administration

LiveChat HelpDesk Reviews

faith c.

Role: Sales Marketing
Industry: Biotechnology
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Mar 2025

Suitable for everyone

Likeliness to Recommend

6 /10

What differentiates LiveChat HelpDesk from other similar products?

Very user friendly

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Integration to other software

What recommendations would you give to someone considering this product?

Good for business

Pros

Performance Enhancing
Trustworthy
Unique Features
Fair

Cons

Slower Product Innovation
Less Caring
Inhibits Innovation

Ivanka S.

Role: Sales Marketing
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2025

Livechat creates customer engagement possibilities

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Livechat creates a lot of possibilities , when deployed for customer engagement purposes. Although the primary use for Livechat used to be for easy chat based communication with customers on our website, our use of Livechat has now far exceeded this. We use Livechat to engage customers through our social media inbox, and Livechat is even currently a major means through which we have continuously increased our marketing email list.

What is your favorite aspect of this product?

Livechat can be integrated with important third party software programs to expand its default features and enable users to accomplish more. In our own case as an example, we have integrated Livechat with Snapcall to quickly escalate basic chat based conversations on Livechat into video calls and screen sharing sessions , without the customer even needing to install any software, nor do I or my colleagues need to leave the livechat interface.

What do you dislike most about this product?

Livechat has left me with basically nothing to complain about. There was a time though, where we used to get false customer chat notifications on the mobile app, This has long been resolved from my experience.

What recommendations would you give to someone considering this product?

For me, I don't think any other software even comes close to the possibilities which Livechat brings.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Maureen O.

Role: Operations
Industry: Telecommunications
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Dec 2024

It's a great software

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Allows businesses engage with human support

What is your favorite aspect of this product?

It being easy to offer support

What do you dislike most about this product?

Lacks personal touch

What recommendations would you give to someone considering this product?

A fantastic software

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

LiveChat HelpDesk

What is LiveChat HelpDesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

LiveChat HelpDesk Ratings

96 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+94 Net Emotional Footprint

How much do users love LiveChat HelpDesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

LiveChat HelpDesk Reviews

faith c.

Suitable for everyone

Likeliness to Recommend

Pros

Cons

Ivanka S.

Livechat creates customer engagement possibilities

Likeliness to Recommend

Pros

Maureen O.

It's a great software

Likeliness to Recommend

Pros

Most Popular LiveChat HelpDesk Comparisons

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1
Since last award

Feature Ratings

Multi Channel Support

Agent Scripting

Analytics and Reporting

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of IT Administration