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LiveChat HelpDesk

Composite Score

9.0 /10

CX Score

8.9 /10

57 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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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

9 Top Rated Capabilities

9 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Service Experience
Product Impact

2023

2023 Data Quadrant Gold Medalist

2023

8 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Product Impact

2022

2022 Data Quadrant Gold Medalist

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.

97 Likeliness to Recommend

1
Since last award

96 Plan to Renew

1
Since last award

81 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.

+95 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

0% Neutral

99% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Feature Ratings

Average 91

Agent Scripting

Multi Channel Support

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

Product Strategy and Rate of Improvement

Availability and Quality of Training

Business Value Created

Vendor Support

Ease of Data Integration

Quality of Features

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

LiveChat HelpDesk Reviews

Sophie D.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

A flawless choice, as far as I am concerned.

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

The level of automation that Livechat brings into our engagement with customers is simply unprecedented, from my professional experience. Livechats automation has brought inter-connectivity between Livechat and key software tools used regularly within my department and company as a whole. The above has led to more sales conversion and helped my department to build long term relationships with customers.

What is your favorite aspect of this product?

Livechat integrates with every other platform we use for engagement with customers, like our social media handles , and successfully integrates everything into a single box , making correspondence with customers a lot coordinated and efficient.

What do you dislike most about this product?

I make bold to say that Livechat is a flawless helpdesk solution , as far as organizing our chat-styled engagements with customers is concerned.

What recommendations would you give to someone considering this product?

For a streamlined customer engagement platforms, across key messaging platforms , Livechat is the tool to go for.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Biati K.

Role: Industry Specific Role
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

A Perfect Software For Customer Care

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Deploying and using LiveChat HelpDesk is easy which isn't always the case with most competitors

What is your favorite aspect of this product?

I like that our customers find it easy to use LiveChat HelpDesk thanks to the UI It is highly customizable

What do you dislike most about this product?

No issues with LiveChat HelpDesk and it has been very essential

What recommendations would you give to someone considering this product?

For effective customer care, LiveChat HelpDesk is the real deal and I recommend it.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Efficient Service

Anurag S.

Role: Information Technology
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Helpdesk for Ticket Management

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

it can be easily integrated with outlook or Gmail

What is your favorite aspect of this product?

The tool provide a free trial for 14 days which help us to evaluate if it is satisfying our business need and we should go ahead with it or not. it is a web application can be used easily.

What do you dislike most about this product?

Sometime notifications are not received instantly and there is a delay. Dashboard is bit disorganized. At beginning its bit difficult to understand.

What recommendations would you give to someone considering this product?

Tracking your customer issue through ticket process should be easy.

Pros

Performance Enhancing
Unique Features
Client's Interest First
Transparent

LiveChat HelpDesk

What is LiveChat HelpDesk?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

LiveChat HelpDesk Ratings

97 Likeliness to Recommend

1 Since last award

96 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+95 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.

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.

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.

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.

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

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.

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 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

Sophie D.

A flawless choice, as far as I am concerned.

Likeliness to Recommend

Pros

Biati K.

A Perfect Software For Customer Care

Likeliness to Recommend

Pros

Anurag S.

Helpdesk for Ticket Management

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

Multi Channel Support

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

Product Strategy and Rate of Improvement

Availability and Quality of Training

Business Value Created

Vendor Support

Ease of Data Integration

Quality of Features

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration