Help.com vs. LivePerson Conversation Cloud (LiveEngage)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help.com
Score 10.0 out of 10
N/A
Help.com is a cloud-base live chat solution. The vendor says its in-depth reporting gives businesses an inside look at what is driving their customer experience. This solution includes custom on-boarding and training as well as a custom built chat box widget that is designed around the user’s brand.
$80
per simultaneous active user
LivePerson Conversation Cloud (LiveEngage)
Score 8.5 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Pricing
Help.comLivePerson Conversation Cloud (LiveEngage)
Editions & Modules
Help.com Chat
$80 per month
per simultaneous active user
No answers on this topic
Offerings
Pricing Offerings
Help.comLivePerson Conversation Cloud (LiveEngage)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsHelp.com Chat comes with unlimited logins and scales with your business.—
More Pricing Information
Community Pulse
Help.comLivePerson Conversation Cloud (LiveEngage)
Top Pros
Top Cons
Best Alternatives
Help.comLivePerson Conversation Cloud (LiveEngage)
Small Businesses
Gist
Gist
Score 9.6 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Conversica
Conversica
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help.comLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
10.0
(1 ratings)
8.0
(14 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(10 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Help.comLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
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.
Read full review
LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
Read full review
Pros
Help.com
  • User interface is clean and easy to navigate
  • Helpful support
  • Accurately captures information from the person you are chatting with
Read full review
LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
Read full review
Cons
Help.com
  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
Read full review
LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
Read full review
Likelihood to Renew
Help.com
No answers on this topic
LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
Read full review
Support Rating
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.
Read full review
LivePerson
No answers on this topic
Alternatives Considered
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.

Read full review
LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
Read full review
Return on Investment
Help.com
  • Positive with inbound sales prospects
  • Positive with current client sales
  • Positive with customer support SLA
Read full review
LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
Read full review
ScreenShots

Help.com Screenshots

Screenshot of Agent InterfaceScreenshot of Reporting DashboardScreenshot of Real-Time Monitoring