Help Scout vs. LiveHelpNow

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help Scout
Score 9.7 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
LiveHelpNow
Score 8.0 out of 10
N/A
LiveHelpNow is a configurable live chat and/or help desk platform featuring ticket management, live chat and email support, call support, a knowledgebase, analytics, and more.
$21
per month
Pricing
Help ScoutLiveHelpNow
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Help ScoutLiveHelpNow
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
Help ScoutLiveHelpNow
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
9.8
18 Ratings
22% above category average
LiveHelpNow
8.0
1 Ratings
2% above category average
Organize and prioritize service tickets9.018 Ratings8.01 Ratings
Subscription-based notifications10.010 Ratings8.01 Ratings
Ticket creation and submission10.017 Ratings00 Ratings
Ticket response10.018 Ratings00 Ratings
Expert directory00 Ratings8.01 Ratings
ITSM collaboration and documentation00 Ratings8.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
16 Ratings
11% above category average
LiveHelpNow
10.0
1 Ratings
27% above category average
External knowledge base9.015 Ratings10.01 Ratings
Internal knowledge base8.014 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help Scout
7.8
18 Ratings
4% above category average
LiveHelpNow
8.8
2 Ratings
16% above category average
Email support9.018 Ratings10.01 Ratings
Help Desk CRM integration6.510 Ratings10.01 Ratings
Customer portal00 Ratings8.01 Ratings
IVR00 Ratings8.01 Ratings
Social integration00 Ratings8.02 Ratings
Best Alternatives
Help ScoutLiveHelpNow
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutLiveHelpNow
Likelihood to Recommend
10.0
(18 ratings)
8.0
(3 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Help ScoutLiveHelpNow
Likelihood to Recommend
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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LiveHelpNow
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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Pros
Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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LiveHelpNow
  • Easy for customers to reach out.
  • Best for short quick answers.
  • Easy for staff to use.
Read full review
Cons
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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LiveHelpNow
  • Needs better integration with Marketo
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Likelihood to Renew
Help Scout
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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LiveHelpNow
No answers on this topic
Usability
Help Scout
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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LiveHelpNow
No answers on this topic
Alternatives Considered
Help Scout
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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LiveHelpNow
No answers on this topic
Return on Investment
Help Scout
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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LiveHelpNow
  • 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.
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ScreenShots

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.