Helpshift vs. LivePerson Conversation Cloud (LiveEngage)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Helpshift
Score 7.8 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
LivePerson Conversation Cloud (LiveEngage)
Score 8.7 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
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Editions & Modules
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
No answers on this topic
Offerings
Pricing Offerings
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
More Pricing Information
Community Pulse
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Top Pros
Top Cons
Features
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Helpshift
6.4
4 Ratings
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Organize and prioritize service tickets5.54 Ratings00 Ratings
Expert directory3.74 Ratings00 Ratings
Subscription-based notifications6.43 Ratings00 Ratings
ITSM collaboration and documentation4.53 Ratings00 Ratings
Ticket creation and submission9.13 Ratings00 Ratings
Ticket response9.14 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Helpshift
5.0
4 Ratings
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
External knowledge base1.04 Ratings00 Ratings
Internal knowledge base9.13 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Helpshift
4.6
4 Ratings
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Customer portal5.53 Ratings00 Ratings
IVR2.71 Ratings00 Ratings
Social integration7.31 Ratings00 Ratings
Email support2.84 Ratings00 Ratings
Help Desk CRM integration4.52 Ratings00 Ratings
User Ratings
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
9.1
(4 ratings)
8.0
(14 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(10 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(4 ratings)
-
(0 ratings)
User Testimonials
HelpshiftLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
Helpshift Inc.
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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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.
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Pros
Helpshift Inc.
  • 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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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.
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Cons
Helpshift Inc.
  • 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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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.
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Likelihood to Renew
Helpshift Inc.
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
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Usability
Helpshift Inc.
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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LivePerson
No answers on this topic
Support Rating
Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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LivePerson
No answers on this topic
Alternatives Considered
Helpshift Inc.
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.
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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
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Return on Investment
Helpshift Inc.
  • 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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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.
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