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.
94 Likeliness to Recommend
1
Since last award
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
Vendor Support
Business Value Created
Product Strategy and Rate of Improvement
Ease of Data Integration
Breadth of Features
Quality of Features
Ease of Customization
Ease of Implementation
Ease of IT Administration
HelpDesk Reviews
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
James W.
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Aug 2024
Livechat is making it easier to retain customers.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Automation on Livechat has consistently been improved upon over the years and I think it has gotten to a stage, where it is easily the most loveable aspect of my Livechat experience. An example of Livechat bringing automation into interaction with our customers is with its intelligence AI feature, This feature automatically helps my team identify spelling errors, suggest canned responses to customer questions, and even summarize key points from chat conversations between customers and our sales chat agents. This has helped to improve the overall quality of responses that we give to customer queries and enquiries.
What is your favorite aspect of this product?
Livechat's smooth connection with critical third party communication channels like Whatsapp, Facebook messenger, Apple messenger and even Telegram, has allowed customers to be able to reach our sales team from wherever they are present, without first visiting our website.
What do you dislike most about this product?
Livechat gets so much right, that it's tedious identifying a potential weakness or a room for improvement. However, I think the absence of self service and knowledge management provisions for our customers is a gaping hole, that Livechat should address.
What recommendations would you give to someone considering this product?
Livechat is a key cornerstone in my team's goal of continuously making our customers satisfied.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
