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LiveChat HelpDesk

Composite Score

9.0 /10

CX Score

8.9 /10

52 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 90

Agent Scripting

Multi Channel Support

Analytics and Reporting

Customer Community Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Self Service Capabilities

Customer Service Workflow Management

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Average 92

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Data Integration

Business Value Created

Vendor Support

Breadth of Features

Quality of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

LiveChat HelpDesk Reviews

Virginia O.

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

Validated Review

Verified Reviewer

Submitted Jan 2025

Efficient chat based communication with customers

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Data analytics is the strongest point of Livechat, for me. Livechat makes available reports and analytics about my teams chat based communication with sales prospects. Access to the aforementioned reports helps my team make data-backed decisions around key marketing areas such as advertising and what sales channels we choose to focus our advertising efforts towards .

What is your favorite aspect of this product?

Support for a variety of messaging channels is a strong point of Livechat. With this feature, we ( my team ) are effectively connecting with sales prospects on leading social media platforms such as Facebook, Whatsapp and the likes. More laudable is the fact that we are able to communicate with sales prospects on Facebook, Whatsapp, on SMS , even emails all from within the Livechat dashboard.

What do you dislike most about this product?

My experiences with Livechat have always been satisfactory. As at this very moment , I have no major disapproval with any part of my Livechat experience.

What recommendations would you give to someone considering this product?

I absolutely recommend Livechat for sales and marketing departments looking to make chat based communication with sales prospects easier and effective .

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Zainab M.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

Seamless chat -bases customer communication.

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Livechat provides my team with unique features , that enables us achieve our business goal of being only a message away from customers and sales prospects on multiple communication channels.

What is your favorite aspect of this product?

Livechat integrates with other communication channels like Whatsapp, Telegram, Facebook messenger and the likes. This integration enables us to manage engagement with customers on the aforementioned platforms, directly from the Livechat dashboard.

What do you dislike most about this product?

Absent customer self service functionalities. Customer service knowledge management resources are inadequate.

What recommendations would you give to someone considering this product?

I recommend that modern sales and customer communication teams consider Livechat for real time , seamless chat communication with customers across multiple channels.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

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

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.

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

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among 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 Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

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

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.

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.

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

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.

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.

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 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

Virginia O.

Efficient chat based communication with customers

Likeliness to Recommend

Pros

Zainab M.

Seamless chat -bases customer communication.

Likeliness to Recommend

Pros

Maureen O.

It's a great software

Likeliness to Recommend

Pros

Most Popular LiveChat HelpDesk Comparisons

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Feature Ratings

Agent Scripting

Multi Channel Support

Analytics and Reporting

Customer Community Management

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Self Service Capabilities

Customer Service Workflow Management

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Data Integration

Business Value Created

Vendor Support

Breadth of Features

Quality of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration