Help.com Live Chat is an online live chat software for small and midsize businesses across all kinds of industries. Key features include advanced reporting, integrations with other business software platforms and monitoring agents' productivity.
Help.com has positioned its Live Chat application as a solution for smaller organizations with plans for growth. All features of Live Chat have been designed with scalability in mind so customers don't need to change their system as they expand.
Help.com Live Chat integrates with various third-party applications such as Zendesk, Slack, Salesforce, Shopify and Magento.
As with most live chat applications, Help.com’s Live Chat is a cloud-deployed solution. It is priced per month and, unlike many other solutions, per concurrent logged-in user, allowing companies with multiple shifts to use shared log-ins.
Christine from MailChannels
Specialty: Software / IT
Although the product has only been 1 year old, as a beta tester, it was impressive to see how complete the product was. The UI is very intuitive and they have thought of all of the details that a business would need with live chat. They also listen to customers and take feedback very seriously. When we've requested a feature, we would be able to see it shortly after.
No big complaints. Just waiting for them to be able to integrate with major CRMs.
When you are evaluating other solutions like these, compare the notification and reporting features. I found notification to be important so that no chat gets missed and with reporting and ability to see all of the conversations that happen, you are able to keep yourself organized and have data that are useful.
Desmond from MailChannels
Specialty: Software / IT
I like how Help.com has modernized live chat from the ground up, in a way that's suited for startups. The web application is also backed with a very responsive team. Live chat is still the fastest way to answer questions and turn web visitors into customers. A cool feature is predictive text, which lets you to see what the other person is typing in real time, before they hit send. We also integrated it with Zendesk to easily see the ticket history of a customer in one place.
Nothing significant. Would like to see more integrations.
I would recommend examining the skill-based routing feature. It allows you to route chats to specific agents with the appropriate skills.
Nikki from Bridge by Instructure
I love the User Interface it's got a nice sleek look and is easy to navigate. The support team and higher ups are all so friendly and helpful! I never have to worry about whether or not someone from the company is going to be able to help me nor do I have to worry about the time that they'll be able to help me in.
I haven't had any negative experiences with this company or the product!
The Help.com team is very helpful and quick to respond! Don't hold back on any questions or input you may have as they love to get the feedback!