This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-877-281-0480 (US/CAN) or
+1-703-544-9513 (International)
LiveChat HelpDesk Logo Award Winner Product Badge
LiveChat HelpDesk Logo Award Winner Product Badge
Text

LiveChat HelpDesk

Composite Score
9.3 /10
CX Score
9.2 /10
Category
LiveChat HelpDesk
9.3 /10

What is LiveChat 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 Assistance

Awards & Recognition

LiveChat HelpDesk won the following awards in the Customer Service - Midmarket category

Filter By

LiveChat HelpDesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat 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

Down 1
Since last award

98 Plan to Renew

Up 1
Since last award

83 Satisfaction of Cost Relative to Value

Up 3
Since last award


Emotional Footprint Overview

Chart with 5 data points.
The chart has 1 X axis displaying categories.
The chart has 1 Y axis displaying values. Range: 0 to 100.
End of interactive chart.
{y}
{name}

Emotional Footprint Overview

Product Experience:
100%
Negotiation and Contract:
91%
Conflict Resolution:
93%
Strategy & Innovation:
89%
Service Experience:
92%

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 LiveChat HelpDesk?

Chart

Bar chart with 10 data series.
The chart has 1 X axis displaying values. Range: -0.5 to 0.5.
The chart has 1 Y axis displaying values. Range: 0 to 100.
End of interactive chart.
1% Negative
2% Neutral
97% Positive

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Saves Time

Feature Ratings

Average 91

Agent Scripting

94

Multi Channel Support

94

Analytics and Reporting

94

Mobile Customer Care

92

Agent Collaboration

92

Customer Community Management

92

Intelligent Search

92

Customer Service Workflow Management

89

Customer Self Service Capabilities

88

Customer Service Knowledge Management

85

Contact Center Integration

81

Vendor Capability Ratings

Average 91

Usability and Intuitiveness

93

Business Value Created

92

Quality of Features

92

Ease of Data Integration

92

Availability and Quality of Training

91

Vendor Support

91

Breadth of Features

90

Product Strategy and Rate of Improvement

90

Ease of Customization

90

Ease of Implementation

90

Ease of IT Administration

83

LiveChat HelpDesk Reviews

Rimsha K.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2025

Livechat is all a helpdesk program should be.

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

Livechat connects with diverse marketing channels ( emails, Whatsapp, Apple messaging, sms etc ) . As a result, it is one of the most trusted tools for the sales/marketing departments of my organization, to connect with customers and sales leads. We are even able to manage Instagram mentions , replies and direct messages without leaving the Livechat platform.

What is your favorite aspect of this product?

Quality of reports and analytics, provided by Livechat around the engagement of my department with customers, is an aspect of my overall Livechat experience, which I really appreciate. From performance analytics around daily, weekly and monthly chat volumes, to chat origin metrics , sales agents performance metric, to post-chat survey completion data etc

What do you dislike most about this product?

Livechat has impressively met the expectation of my team and company. It has not fallen short in any way , both in terms of functionality and capabilities.

What recommendations would you give to someone considering this product?

Begin with a small team rollout and integrate with existing software stack within the department or team, where it is to be deployed.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

Vivian K.

  • Role: Information Technology
  • Industry: Communications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2025

Live chat helpdesk review

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

It enhances real time communication between customers and support agents.

What is your favorite aspect of this product?

It's ability o facilitate real time communication

What do you dislike most about this product?

Delayed Responses: Despite being designed for real-time communication, response times can be affected by high chat volumes leading to customer frustration.

What recommendations would you give to someone considering this product?

Proper plan

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Ahmed A.

  • Role: Operations
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2025

It is a great software that helps us,

Likeliness to Recommend

10 /10

What differentiates LiveChat HelpDesk from other similar products?

LiveChat HelpDesk stands out with its seamless live chat and ticketing integration, easy setup, and AI-powered automation. It supports multi-channel communication (chat, email, social media) in a unified inbox, offers e-commerce & CRM integrations, and provides affordable scalability compared to competitors like Zendesk. Ideal for businesses seeking a fast, user-friendly help desk solution.

What is your favorite aspect of this product?

Its seamless live chat and ticketing integration is the best aspect. Agents can switch between real-time chat and tickets effortlessly, ensuring smooth and efficient customer support without juggling multiple platforms.

What do you dislike most about this product?

Its limited advanced reporting and analytics can be a drawback compared to competitors like Zendesk. While it covers basic reporting needs, businesses that require in-depth data insights may find it lacking.

What recommendations would you give to someone considering this product?

If you're considering LiveChat HelpDesk, here are some key recommendations: Leverage Live Chat & Ticketing Together – Maximize efficiency by using both features seamlessly. Automate Common Tasks – Use AI-powered automation for faster response times. Integrate with E-Commerce & CRM Tools – Connect it with Shopify, HubSpot, or Salesforce for a smoother workflow. Customize Workflows – Set up automated ticket assignments and responses to streamline operations.

Pros

  • Efficient Service
  • Effective Service
  • Caring
  • Saves Time

Most Popular LiveChat HelpDesk Comparisons