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
Alice M.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Never seen anything like Livechat.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat provides our users and customers , with multiple options through which they can communicate with the customer service department. This simply has increased the level of engagement we have with new and existing customers daily.
What is your favorite aspect of this product?
For me, this has got to be the massive possibilities which Livechat provides customer service and sales teams. Some of which, we have not even tried out.
What do you dislike most about this product?
It is difficult to even dislike anything about Livechat really.
What recommendations would you give to someone considering this product?
For companies and teams seeking to innovate how they engage customers, Livechat is the way to go for me.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sandra A.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Feb 2022
Livechat delights us and delights our customers.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
We have of recent started relying on Livechats integration with WhatsApp and Snapcall to initiate video conference calls with visitors communicating with us in the customer service department. Asides Livechat, I haven’t encountered another helpdesk solution with the capability of this.
What is your favorite aspect of this product?
For some reason, I just realized that Livechat integrates with almost all of the software programs I use in my office. We have heavily relied on this integrations to broaden the scope of what we are able to achieve using Livechat.
What do you dislike most about this product?
Livechat is a perfect ten for me, it doesn’t come short for me in any way.
What recommendations would you give to someone considering this product?
As far as my own personal work experience is concerned, I think Livechat is the software program most suited for engaging with customers, with the end goal of addressing whatever concerns they have.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Melissa M.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Feb 2022
Livechat brings efficiency to customer engagement.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
We recently trialed a new Livechat feature, which allowed customers to communicate with customer support via text message , while allowing customer support agents to respond via the Livechat interface. For me, this is a major point of differential between Livechat and similar products.
What is your favorite aspect of this product?
Customers can chat with a support representative through our Facebook page , without even visiting any of our website url . This has greatly improved level of customer engagement on our social media pages.
What do you dislike most about this product?
I cannot think of any. Livechat simply ticks all of the boxes, in my own opinion.
What recommendations would you give to someone considering this product?
Livechat is well suited for multiple use-cases, around engaging with customers either on website, mobile application or on social media pages.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
