What users are saying about
3 Ratings
129 Ratings
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
129 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    C2 ATOM

    78%

    LiveChat

    Feature Set Not Supported
    N/A
    C2 ATOM ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Expert directory

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Self-service tools

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Subscription-based notifications

    6.0
    60%
    1 Rating
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    ITSM asset management

    7.5

    C2 ATOM

    75%

    LiveChat

    Feature Set Not Supported
    N/A
    C2 ATOM ranks higher in 2/2 features

    Configuration mangement

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Asset management dashboard

    7.0
    70%
    1 Rating
    N/A
    0 Ratings

    Change management

    9.0

    C2 ATOM

    90%

    LiveChat

    Feature Set Not Supported
    N/A
    C2 ATOM ranks higher in 2/2 features

    Change requests repository

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Change calendar

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Attribute Ratings

    • LiveChat is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    C2 ATOM

    80%
    1 Rating
    9.0

    LiveChat

    90%
    43 Ratings

    Likelihood to Renew

    C2 ATOM

    N/A
    0 Ratings
    10.0

    LiveChat

    100%
    1 Rating

    Support Rating

    C2 ATOM

    N/A
    0 Ratings
    7.3

    LiveChat

    73%
    6 Ratings

    Likelihood to Recommend

    Sherweb

    This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
    • Access your help desk anytime, anywhere using iPhone app.
    • Create SLA and provide quality services in time, to your end users
    • Manage your purchases right from the birth of the PO
    Read full review

    LiveChat

    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

    Sherweb

    • Great Dashboard
    • Easy to read and use graphical user interface
    • Very detailed contact list
    Read full review

    LiveChat

    • It allows to mange full customer support process to see how many customer care specialists online.
    • If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
    • It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
    • It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
    • It gives an opportunity to write direct messages to your clients when they are online.
    • It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.
    Read full review

    Cons

    Sherweb

    • Alerts to advise when ticket thresholds avec been exceeded
    • The chat option is unnecessary with all the communication channels available
    Read full review

    LiveChat

    • Price point is a little on the high side, making it difficult for some small businesses to justify.
    • When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
    • Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.
    Read full review

    Pricing Details

    C2 ATOM

    Starting Price

    $0

    Editions & Modules

    C2 ATOM editions and modules pricing
    EditionModules
    C2 ATOM On-PremiseContact us1
    SMALL TEAM502
    ACROSS YOUR BUSINESS653
    Starting Price$62.004

    Footnotes

    1. none
    2. per user per month
    3. per user per month
    4. per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required $6,000

    Additional Details

    Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

    LiveChat

    Starting Price

    $20 per month per user

    Editions & Modules

    LiveChat editions and modules pricing
    EditionModules
    Starter$201
    Team$412
    Busniess$593
    EnterpriseRequest Quote from Sales4

    Footnotes

    1. per month, billed annually per user
    2. per month, billed annually per user
    3. per month, billed annually per user
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Support Rating

    Sherweb

    No answers on this topic

    LiveChat

    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

    Sherweb

    It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
    Read full review

    LiveChat

    I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.
    Read full review

    Return on Investment

    Sherweb

    • Positive impact due to legacy application it replaced (more functionalities)
    • Offered an ITIL structured service catalog
    • Great solution that can support IT Service Center activities.
    Read full review

    LiveChat

    • LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
    • It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
    • Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.
    Read full review

    Screenshots

    Add comparison