What users are saying about
5 Ratings
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Score 8.2 out of 100
1 Ratings
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Score 6.4 out of 100

Likelihood to Recommend

LiveHelpNow

It's great for sales, customer service, and tech support.
Anonymous | TrustRadius Reviewer

ProProfs Help Desk

As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Self Help Community

LiveHelpNow
10.0
ProProfs Help Desk
8.2
External knowledge base
LiveHelpNow
10.0
ProProfs Help Desk
Internal knowledge base
LiveHelpNow
10.0
ProProfs Help Desk
8.2

Multi-Channel Help

LiveHelpNow
10.0
ProProfs Help Desk
7.7
Social integration
LiveHelpNow
10.0
ProProfs Help Desk
Email support
LiveHelpNow
10.0
ProProfs Help Desk
8.2
Help Desk CRM integration
LiveHelpNow
10.0
ProProfs Help Desk
7.3

Incident and problem management

LiveHelpNow
ProProfs Help Desk
8.2
Organize and prioritize service tickets
LiveHelpNow
ProProfs Help Desk
8.2
ITSM collaboration and documentation
LiveHelpNow
ProProfs Help Desk
7.3
Ticket creation and submission
LiveHelpNow
ProProfs Help Desk
9.1
Ticket response
LiveHelpNow
ProProfs Help Desk
8.2

Pros

LiveHelpNow

  • Great visibility into web traffic and visitors to our website
  • Great integrations with Salesforce.com and ZenDesk
  • Fantastic analytics on user activity
Daniel Gotlieb | TrustRadius Reviewer

ProProfs Help Desk

  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
Anonymous | TrustRadius Reviewer

Cons

LiveHelpNow

  • None at this time.
Anonymous | TrustRadius Reviewer

ProProfs Help Desk

  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
Anonymous | TrustRadius Reviewer

Alternatives Considered

LiveHelpNow

No answers on this topic

ProProfs Help Desk

I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
Anonymous | TrustRadius Reviewer

Return on Investment

LiveHelpNow

  • LiveHelpNow is a very affordable source for acquiring leads
Daniel Gotlieb | TrustRadius Reviewer

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
Anonymous | TrustRadius Reviewer

Screenshots

LiveHelpNow

Pricing Details

LiveHelpNow

General

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

LiveHelpNow Editions & Modules

Additional Pricing Details

ProProfs Help Desk

General

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

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveHelpNow
9.5
ProProfs Help Desk
6.4

Support Rating

LiveHelpNow
ProProfs Help Desk
7.3

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