ChatBeacon vs. Helpshift

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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If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

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

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• Their customer support is very responsive. If they have any problems, they fix them quickly.
• They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
• It is very user-friendly and easy to manage. The analytics are pretty good as well.

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

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• While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
• There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
• The website dashboard that is used to respond to customers has trouble sometimes and is very slow.

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Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

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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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The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

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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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Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.

• 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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• The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
• The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

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