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
Adaeze O.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
A proven way to drive engagement with customers.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
For me, I think Livechat ability in the aspect of helping us turn engagement with website visitors, into revenue is the point of difference between this product and alternatives.
What is your favorite aspect of this product?
I like that Livechat provides me with more than enough tools, with which I can engage with customers of my company comfortably, even if they are not on our web or mobile platform.
What do you dislike most about this product?
Perhaps because of the avalanche of features present on Livechat, the user interface is not very intuitive and navigation at times can be confusing.
What recommendations would you give to someone considering this product?
Livechat is a proven pathway to get easy sale conversions.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Virginia O.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Livechat enable us support customers better.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Integration with multitudes of third party tools has got to be the stand-out point for Livechat. As a company, we have greatly relies on this to boost the speed and quality of engagement with customers and website visitors.
What is your favorite aspect of this product?
Livechats ticketing system, is an helpful part of our general relationship with this product. This feature ensures that customers can still reach us with queries and enquiries , even when there is no support agent online.
What do you dislike most about this product?
The level of analytical metric provided by Livechat can be better in terms of depth. Likewise, there is the issue of Livechats interface being very clogged-up, making navigation an un-seamless process.
What recommendations would you give to someone considering this product?
Livechat is not perfect but it is still the top helpdesk program out there. We are constant trialing alternative solutions to be sure we are giving our business an head start, but no alternative currently gets close to Livechat.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Adrian K.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Feb 2022
Livechat is a work of art.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat simply provides innovative features . In terms of features, I greatly doubt if any alternative can match this beautiful , artistic helpdesk product.
What is your favorite aspect of this product?
Whenever we respond to tickets created by customers, Livechat sends the response directly to the emails of the person who made the enquiry. For them to respond to such enquiries, they simply need to respond to that email notification. Interestingly as well, in the case of the above, I only need respond to the customers follow-up enquiry notification, by sending a reply through my email account, as if I am responding to an email and they get instant response.
What do you dislike most about this product?
Difficult to say anything here. Livechat is amongst those handful of software program tools which I have never had a problem using.
What recommendations would you give to someone considering this product?
I used to know Livechat back at my former organization for innovative chat -based customer Livechat solutions. However, in the last few years, Livechat provides almost everything the sales/support and marketing departments need to interact with customers, when it comes to engagement.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
