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
Rimsha K.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Livechat is key to customer engagement.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Multi-channel Support. Livechat makes it convenient for customers to reach out to us across a variety of mediums aside our website and mobile application. This includes through social media accounts , and messenger platforms like Apple messages and Whatsapp.
What is your favorite aspect of this product?
This has to be the broad nature of Livechat integration with other products I use on a regular at work. Thanks to Livechat integrations , we are engaging customers better by providing more mediums through which they can communicate with our support department.
What do you dislike most about this product?
It will be nice to see chat tabs automatically close , after a chat is ended. While this does create a bit of confusion, it does not really affect quality of overall experience.
What recommendations would you give to someone considering this product?
Is there a better alternative to Livechat out there? I greatly doubt.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Bridget H.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Livechat provides us with possibilities.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat differentiates itself from similar products , courtesy of its vast capabilities. Asides from its default features, Livechat provides numerous other possibilities to us in the marketing department via integration with third party software programs.
What is your favorite aspect of this product?
Smooth integration with third party applications we use in my workplace, is what I find most cherishing about Livechat. We have relied on Livechat integrations to achieve more possibilities when engaging customers , such as increasing our newsletter subscriber list, and even for video based communications with our customers using Livechats integration with Zoom.
What do you dislike most about this product?
Livechat can do better in the aspect of advanced analytical data about customers we communicate with ,via the platform . At the moment, Livechat only provides trivial analytical data.
What recommendations would you give to someone considering this product?
From my experience, I recommend Livechat.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Mayowa M.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
No better way to engage customers.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechats overall feature-set is centered around attracting customers to reach out to customer service. Basically, Livechat allows us put an helpdesk option in the faces of our customers, whenever they use our mobile or web platforms.
What is your favorite aspect of this product?
Livechat has an asynchronous conversation feature, which enable us communicate with customers over a period of hours or even days. With this feature, a customer can just drop a chat message even when agents are not available, and he/she gets a response whenever an agent is online, and the conversation can continue regardless of how long it took to get a response. With this aforementioned feature, we are responding to customer concerns better as agents have more time on their hands, to respond to customer queries.
What do you dislike most about this product?
On the Livechat mobile application, I have sometimes gotten false chat notifications. I do not know if this is a result of a bug or an issue from my end.
What recommendations would you give to someone considering this product?
For chat-based engagement with customers, I am yet to encounter a better software product than Livechat.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
