What users are saying about
2 Ratings
2 Ratings
2 Ratings
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Score 6 out of 100
2 Ratings
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Score 10 out of 100

Attribute Ratings

  • Help.com is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

6.0

ChatBeacon

60%
1 Rating
10.0

Help.com

100%
1 Rating

Support Rating

8.0

ChatBeacon

80%
2 Ratings
10.0

Help.com

100%
2 Ratings

Likelihood to Recommend

SmartMax Software

ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea
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Help.com

Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.
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Pros

SmartMax Software

  • Easy to install and configure.
  • Easy for customers to use.
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Help.com

  • User interface is clean and easy to navigate
  • Helpful support
  • Accurately captures information from the person you are chatting with
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Cons

SmartMax Software

  • ChatBeacon is just SightMax with a fresh coat of paint.
  • The entire agent UI is remarkably worse than SightMax.
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Help.com

  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
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Pricing Details

ChatBeacon

Starting Price

Editions & Modules

ChatBeacon editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Help.com

    Starting Price

    $0 per simultaneous active user

    Editions & Modules

    Help.com editions and modules pricing
    EditionModules
    Help.com Chat$80 per month1

    Footnotes

    1. per simultaneous active user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Help.com Chat comes with unlimited logins and scales with your business.

    Support Rating

    SmartMax Software

    Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
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    Help.com

    Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.
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    Alternatives Considered

    SmartMax Software

    Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
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    Help.com

    Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

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    Return on Investment

    SmartMax Software

    • Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
    • Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.
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    Help.com

    • Positive with inbound sales prospects
    • Positive with current client sales
    • Positive with customer support SLA
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    Screenshots

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