What users are saying about
2 Ratings
7 Ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6 out of 100
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Feature Set Ratings

    Incident and problem management

    ChatBeacon

    Feature Set Not Supported
    N/A
    6.4

    Helpshift

    64%
    Helpshift ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    5.6
    56%
    4 Ratings

    Expert directory

    N/A
    0 Ratings
    3.8
    38%
    4 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.4
    64%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    4.6
    46%
    3 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.1
    91%
    3 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    4 Ratings

    Self Help Community

    ChatBeacon

    Feature Set Not Supported
    N/A
    5.2

    Helpshift

    52%
    Helpshift ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    1.2
    12%
    4 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.1
    91%
    3 Ratings

    Multi-Channel Help

    ChatBeacon

    Feature Set Not Supported
    N/A
    4.6

    Helpshift

    46%
    Helpshift ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    5.5
    55%
    3 Ratings

    IVR

    N/A
    0 Ratings
    2.7
    27%
    1 Rating

    Social integration

    N/A
    0 Ratings
    7.3
    73%
    1 Rating

    Email support

    N/A
    0 Ratings
    3.0
    30%
    4 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    4.6
    46%
    2 Ratings

    Attribute Ratings

    • Helpshift is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.0

    ChatBeacon

    60%
    1 Rating
    9.1

    Helpshift

    91%
    4 Ratings

    Usability

    ChatBeacon

    N/A
    0 Ratings
    9.0

    Helpshift

    90%
    1 Rating

    Support Rating

    8.0

    ChatBeacon

    80%
    2 Ratings
    9.1

    Helpshift

    91%
    4 Ratings

    Likelihood to Recommend

    ChatBeacon

    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
    Anonymous | TrustRadius Reviewer

    Helpshift

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    ChatBeacon

    • Easy to install and configure.
    • Easy for customers to use.
    Anonymous | TrustRadius Reviewer

    Helpshift

    • 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.
    Angel Brockbank | TrustRadius Reviewer

    Cons

    ChatBeacon

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

    Helpshift

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ChatBeacon

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    ChatBeacon Editions & Modules

    Additional Pricing Details

    Helpshift

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $150 per month issue

    Helpshift Editions & Modules

    Edition
    Starter$150.001
    EnterprisePlease contact Helpshift1
    GrowthPlease contact Helpshift1
    1. per month Issue
    Additional Pricing Details
    Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

    Usability

    ChatBeacon

    No score
    No answers yet
    No answers on this topic

    Helpshift

    Helpshift 9.0
    Based on 1 answer
    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.
    Angel Brockbank | TrustRadius Reviewer

    Support Rating

    ChatBeacon

    ChatBeacon 8.0
    Based on 2 answers
    Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
    Anonymous | TrustRadius Reviewer

    Helpshift

    Helpshift 9.1
    Based on 4 answers
    The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    ChatBeacon

    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.
    Anonymous | TrustRadius Reviewer

    Helpshift

    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.
    Amanda de Carli | TrustRadius Reviewer

    Return on Investment

    ChatBeacon

    • 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.
    Anonymous | TrustRadius Reviewer

    Helpshift

    • 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.
    Anonymous | TrustRadius Reviewer

    Add comparison