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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceHelpDesk Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on HelpDesk.
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
Ivanka S.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Feb 2025
Livechat creates customer engagement possibilities
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat creates a lot of possibilities , when deployed for customer engagement purposes. Although the primary use for Livechat used to be for easy chat based communication with customers on our website, our use of Livechat has now far exceeded this. We use Livechat to engage customers through our social media inbox, and Livechat is even currently a major means through which we have continuously increased our marketing email list.
What is your favorite aspect of this product?
Livechat can be integrated with important third party software programs to expand its default features and enable users to accomplish more. In our own case as an example, we have integrated Livechat with Snapcall to quickly escalate basic chat based conversations on Livechat into video calls and screen sharing sessions , without the customer even needing to install any software, nor do I or my colleagues need to leave the livechat interface.
What do you dislike most about this product?
Livechat has left me with basically nothing to complain about. There was a time though, where we used to get false customer chat notifications on the mobile app, This has long been resolved from my experience.
What recommendations would you give to someone considering this product?
For me, I don't think any other software even comes close to the possibilities which Livechat brings.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Maureen O.
- Role: Operations
- Industry: Telecommunications
- Involvement: Vendor Management and Renewal
Submitted Dec 2024
It's a great software
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Allows businesses engage with human support
What is your favorite aspect of this product?
It being easy to offer support
What do you dislike most about this product?
Lacks personal touch
What recommendations would you give to someone considering this product?
A fantastic software
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Craig M.
- Role: Operations
- Industry: Communications
- Involvement: End User of Application
Submitted Sep 2024
Livechat makes it easier to offer support.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Integration is the area where I think Livechat blows the competition out of the water. At my last count, Livechat integrates with over seven key software programs used at out marketing department. This integration makes it possible to build workflows that help address basic day to day marketing tasks by simply integrating other tools with Livechat. An example of one of such integration is how we successfully integrated Livechat with Slack. Integrating Livechat and Slack together, enables members of my department to respond to customer queries on Livechat directly from Slack or respond to Slack messages from colleagues right from Livechat.
What is your favorite aspect of this product?
The ability to measure the performances of my department as it regards live communication with customers and interested sales prospects has been very helpful to me. Livechat provides an array of analytical options like agent reports, chat reports and data summaries. All of these makes it straightforward for departmental leaders to measure in real time, how agents are performing.
What do you dislike most about this product?
With the quality and quantity of features available to I and my teammates on the Livechat platform, I am struggling to come up with any criticism of this software program.
What recommendations would you give to someone considering this product?
For professionals or marketing teams seeking a scalable helpdesk program which can help them stay in touch with their customers round the clock, I will suggest Livechat. In my opinion, it is more than a helpdesk software program.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
