ChatBeacon vs. LiveHelpNow

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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LiveHelpNow provides an easy way to provide youtube links, manual links and remote software links to customers in real time. There is no need for the cx to have to go check their email or go outside of LiveHelpNow to see the helpful information. Which is important as we prefer to keep customers engaged on our website!

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

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• Easy for customers to reach out.
• Best for short quick answers.
• Easy for staff to use.

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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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• Needs better integration with Marketo

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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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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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• 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 most notable positive impact that we have experienced were during the pandemic. When the world as we know if shut down LiveHelpNow gave us a much needed way for us to stay in contact with our customers. Our hold times for phone support was at an all time high. Having LiveHelpNow allowed many many customers to receive assistance for minor issues without the frustration of calling in.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info