What is 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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Real user data aggregated to summarize the product performance and customer experience.
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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
98 Plan to Renew
83 Satisfaction of Cost Relative to Value
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 HelpDesk?
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Multi Channel Support
Agent Scripting
Mobile Customer Care
Agent Collaboration
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
Availability and Quality of Training
Business Value Created
Vendor Support
Quality of Features
Ease of Data Integration
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Customization
Ease of Implementation
Ease of IT Administration
HelpDesk Reviews
Suzen M.
- Role: Industry Specific Role
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Mar 2022
"The online communication platform to customers"
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
LiveChat is the best application and this platform provides instant access to customer service to our customers it reduces the workload on the customer care team and increases the response and work faster than manually. It provides real-time data and enables automated responses to reduce the load of typing.
What is your favorite aspect of this product?
It enables us to provide real-time responses to customer queries and it is easy for every user whether experienced or novice.
What do you dislike most about this product?
Live chat’s smartphone applications has some issues. Its look should be better and customized.
What recommendations would you give to someone considering this product?
The user interface was very clear to understand by our members so they did not take a lot of time to start using it. This helped us a lot to respond to our customer queries from time to time and this chat saved a lot of our time. This platform really worked well for us. This saved our time from answering common questions every time and automated the responses according to the questions.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Valentina G.
- Role: Finance
- Industry: Other
- Involvement: End User of Application
Submitted Feb 2022
HelpDesk: Organize our ticketing system quickly
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
In our company technical support works 24 hours a day, so we urgently needed a software that would help us to organize and prioritize the tickets, to give a solution to the requests of our customers. Without a doubt, with HelpDesk we achieved that and much more.
What is your favorite aspect of this product?
It has a chat and instant messaging where we can answer some of our customers' questions immediately. There is also live chat, in case one of the agents is available to respond when requests cannot be solved remotely. I also like the fact that you can group several tickets with the same requests, which makes the work much easier for the agents and technicians. The best thing is that I don't always need to be in the system, as notifications arrive when a ticket arrives, without the need to be inside the program.
What do you dislike most about this product?
It is not a very intuitive system, so it costs a little to get familiar with it, but once you learn it, the work becomes much easier. Some emails arrive in the spam box, which has caused us to put clients on hold and cause discomfort. So we have had to constantly check the spam box to avoid this problem.
What recommendations would you give to someone considering this product?
HelpDesk is one of the most complete software for customer service and ticketing systems. It helps us to be more efficient in responding to customers and providing solutions to their problems, plus the team is more focused on their functions, more organized and we work smarter.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Unique Features
Glory S.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
There is no better way to engage customers.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
I think this must be how simple it is to use Livechat. Asides the intuitive interface and the array of features on offer for users, Livechat provides some of the best support of any software I have used. Thus for Livechat, there are many things which differentiates the software, the team behind it from substitute tools.
What is your favorite aspect of this product?
Livechat provides a variety of tools which makes collaboration between agents and customer representatives a seamless process. This has ensured that not only are we engaging customers promptly , we are also able to bring in the right specialists into the conversation, with a click of a keyboard button.
What do you dislike most about this product?
Livechat does a good job saving a customers ip (internet protocol) address. This often ensures that whenever they come to the platform, we have access to all of their previous conversations with our customer service team. However, on occasions where the visitor is using a different ip address, we have no way to access their previous conversations. Thus, I think it will be a good idea for us to get notifications if a new visitor has name similarities with any previous visitor , whose conversations are on our archived chat library.
What recommendations would you give to someone considering this product?
Livechat is the best when it comes to customer help-desk solutions. No other tool even comes close.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
