Likelihood to Recommend It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to
Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
Read full review We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
Read full review Pros ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store. It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level. I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area. Read full review The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way. The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use Their integration between LiveChat and Chatbot is pretty seamless and since both of them are from the same company, it's works pretty well. Read full review Cons We believe ClickDesk has questionable business practices... be careful ClickDesk charged us for services we did not use It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want. Read full review It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents. When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message. Occasionally when you open a new tab, you might lose your current conversation. Read full review Support Rating The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Read full review Alternatives Considered As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
Read full review Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. Price points were similar as well, as well as the allowed number of users.
Read full review Return on Investment Overall pricing is high We can handle our customer's 24-hour basis with multiple agent accounts It makes easier our business productivity Read full review We have a small team so the overall impact is that it is easy for one or two employees to handle a large number of tickets without hiring more people. Plus, you can use this software remotely, save a ton on traveling to and from and office. Read full review ScreenShots