HelpDesk

What differentiates HelpDesk from other similar products?

Livechats capabilities goes beyond what one expects to get from a standard helpdesk software and this I think is the standout point of Livechat for me. With Livechat, we are reaching our customers and sales prospects everywhere, beyond our website. Basically, Livechat has made it possible to reach customers on the apps they frequent the most ; WhatsApp, Facebook, Twitter and even via SMS.

What is your favorite aspect of this product?

Livechat provides insightful reports and analytics, that gives me a general overview of our engagement with customers and sales prospects. Both on our website and on every other social media platform, through which we have engaged customers.

What do you dislike most about this product?

For me, I absolutely love everything Livechat has offered my team.

What recommendations would you give to someone considering this product?

As far as customer engagement goes, Livechat is a software to seriously consider for teams.

What differentiates HelpDesk from other similar products?

Obviously the ease of use and the number of channels which Livechat integrates with, is what I believe sets it apart from its peers and it is the major reason why the marketing department in my company has stuck with it.

What is your favorite aspect of this product?

Perhaps as a result of my job role, I am most impressed with the quality of data that Livechat provides , in terms of providing detailed reports and analytics about how customers interact with our customer service teams via the company product website , social media account and messenger platforms like WhatsApp and Telegram. The above ensures the analytics team in my company is able to identify trends in our marketing/ customer service communications and interactions with customers and sales prospects.

What do you dislike most about this product?

In my opinion, Livechat is a perfect software in terms of meeting the expectations and business needs of my company, as far as real time customer facing communication is concerned.

What recommendations would you give to someone considering this product?

For teams looking at improving their inbound sales, Livechat is a good first step to making that happen.

What differentiates HelpDesk from other similar products?

Livechat capabilities makes it more than a helpdesk software. For my company, we have used it as an engagement hub between our sales team ( customer service ) and the customer. As a result of the huge capabilities it offers, it is also used partly by the marketing and data analytics team within my company. Overall, the vast level of use-cases that Livechat affords my company, is what I believe sets it apart from similar products.

What is your favorite aspect of this product?

The reports and analytics strength of Livechat has appealed the most to me. From data summaries of all chat sessions between agents and customers, to chat reports that shows total number of chats handled by customer teams daily, number of missed chats , the satisfaction rate of customers after a missed chat and so on. All of the above helps my company measure the quality of customer service efforts we provide to customers of our product and services.

What do you dislike most about this product?

At this moment in time, I cannot pinpoint anything that I dislike at all about Livechat. I have been lucky enough to use it in two companies ( my former and current ) and the experience plus feedback has always been positive.

What recommendations would you give to someone considering this product?

In my opinion, I think Livechat shouldn't be used just as a standalone software. It should be used alongside other tools like Whatsapp, Twilio etc to get the full benefit it brings.