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LiveChat HelpDesk

Composite Score

9.3 /10

CX Score

9.2 /10

65 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.

Company Details

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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.

95 Likeliness to Recommend

1
Since last award

98 Plan to Renew

1
Since last award

83 Satisfaction of Cost Relative to Value

3
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

Agent Scripting

Multi Channel Support

Analytics and Reporting

Mobile Customer Care

Agent Collaboration

Customer Community Management

Intelligent Search

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Average 91

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Implementation

Ease of IT Administration

LiveChat HelpDesk Reviews

Bolatito T.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Reliable for staying in touch with customers.

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Obviously the ease of use and the number of channels which Livechat integrates with, is what I believe sets it apart from its peers and it is the major reason why the marketing department in my company has stuck with it.

What is your favorite aspect of this product?

Perhaps as a result of my job role, I am most impressed with the quality of data that Livechat provides , in terms of providing detailed reports and analytics about how customers interact with our customer service teams via the company product website , social media account and messenger platforms like WhatsApp and Telegram. The above ensures the analytics team in my company is able to identify trends in our marketing/ customer service communications and interactions with customers and sales prospects.

What do you dislike most about this product?

In my opinion, Livechat is a perfect software in terms of meeting the expectations and business needs of my company, as far as real time customer facing communication is concerned.

What recommendations would you give to someone considering this product?

For teams looking at improving their inbound sales, Livechat is a good first step to making that happen.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Precious E.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2025

Champion for Instant Support & Efficient Ticketing

Likeliness to Recommend

8 /10

What differentiates LiveChat HelpDesk from other similar products?

LiveChat HelpDesk primarily differentiates itself by offering best-in-class live chat capabilities with features like real-time typing view and proactive visitor engagement, seamlessly integrated with a user-friendly ticketing system within a single, intuitive application, making it highly efficient for SMBs focused on instant customer support.

What is your favorite aspect of this product?

My favorite aspect of LiveChat HelpDesk is its chat-first excellence, particularly the Message Sneak Peek feature, combined with its truly seamless integration of ticketing within a unified and intuitive agent interface, which significantly boosts our team's efficiency and customer satisfaction

What do you dislike most about this product?

My most significant dislike about LiveChat HelpDesk, from an SMB perspective, is its limited native omnichannel capabilities beyond web chat and email, often requiring separate paid add-ons or complex integrations to truly unify all communication channels.

What recommendations would you give to someone considering this product?

If your priority is highly efficient, real-time customer engagement on your website with seamlessly integrated basic ticketing, LiveChat HelpDesk is an excellent, user-friendly, and cost-effective choice, but be mindful of additional costs for advanced AI or omnichannel features.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Emmanuel I.

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

Validated Review

Verified Reviewer

Submitted Jun 2025

User friendly CRM tool

Likeliness to Recommend

9 /10

What differentiates LiveChat HelpDesk from other similar products?

It is an email-based ticketing, but integrates with live chat to provide a real-time escalation thread.

What is your favorite aspect of this product?

It has a free plan and a built-in chat tool

What do you dislike most about this product?

It can overwhelm due to its crammed features which needs learning. Also customization is limited

What recommendations would you give to someone considering this product?

Its most suitable for small or medium scale organization that needs an email ticketing model

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

95 Likeliness to Recommend

1 Since last award

98 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

3 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

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

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

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

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

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

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

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

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.

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.

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.

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.

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.

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.

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

Bolatito T.

Reliable for staying in touch with customers.

Likeliness to Recommend

Pros

Precious E.

Champion for Instant Support & Efficient Ticketing

Likeliness to Recommend

Pros

Emmanuel I.

User friendly CRM tool

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

Multi Channel Support

Analytics and Reporting

Mobile Customer Care

Agent Collaboration

Customer Community Management

Intelligent Search

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Vendor Support

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Implementation

Ease of IT Administration