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LiveHelpNow vs TeamSupport

Last Updated: November 18th, 2024

Our analysts compared LiveHelpNow vs TeamSupport based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base.

Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.

TeamSupport, a help desk software, empowers businesses with efficient customer support tools. It's ideal for organizations seeking to enhance their support operations. Key benefits include improved ticket management, streamlined communication, and increased customer satisfaction. Popular features include a user-friendly interface, customizable workflows, and robust reporting capabilities. TeamSupport compares favorably to similar products, with users praising its intuitive design, seamless integrations, and exceptional customer support. Pricing varies based on the number of users and support channels, offering flexible options to meet specific business needs.

$39 Monthly

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$49/Agent, Monthly

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Small

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Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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Forum

Knowledge Base

24/7 Live Support

Product Insights

Improve Security: Gather the customer's personal, financial, sensitive and health information without the risk of a data breach through any online communication channel.
Provide Educational Materials to Customers: Allow customers to access concrete, concise information through published articles, a knowledge base, webinars, eBooks and FAQs to get solutions to most queries. Eliminate repeat questions with customizable and searchable solutions.
Boost Customer Retention: Communicate with customers across multiple mediums such as SMS, emails, video chats, social media channels, user communities and by phone depending on the choice of communication channel and availability. Help them get quick and instant solutions to questions and boost customer satisfaction rates.

Enhanced Customer Satisfaction: TeamSupport's intuitive interface and efficient workflow streamline customer interactions, leading to faster resolution times and improved customer experiences.
Increased Productivity: The software's automation features, such as ticket routing and canned responses, reduce manual tasks and free up agents' time for more complex issues, boosting overall productivity.
Improved Collaboration: TeamSupport fosters seamless collaboration between agents and departments through shared tickets, internal messaging, and customizable workflows, ensuring that all relevant parties are kept informed and working together effectively.
Comprehensive Reporting and Analytics: The software provides robust reporting capabilities that enable businesses to track key performance indicators (KPIs), identify trends, and make data-driven decisions to optimize their support operations.
Scalability and Flexibility: TeamSupport adapts to the evolving needs of businesses with customizable settings, flexible integrations, and scalability to support growing teams and increasing ticket volumes.
Enhanced Team Management: The software includes tools for agent performance tracking, workload balancing, and skill-based routing, empowering managers to optimize team efficiency and ensure consistent support quality.
Cost Savings: By automating tasks, reducing resolution times, and improving customer satisfaction, TeamSupport helps businesses save costs on support operations and increase customer retention.
Seamless Integration: The software seamlessly integrates with popular CRM and communication tools, enabling businesses to streamline their customer support processes and access all relevant information in one central location.
Personalized Support: TeamSupport allows businesses to tailor their support experience by creating custom ticket fields, setting up automated workflows, and offering self-service options, ensuring that customers receive personalized and efficient assistance.
Improved Customer Loyalty: By providing exceptional customer support experiences, TeamSupport helps businesses build strong relationships with their customers, leading to increased loyalty and repeat business.

Chat/SMS: Boost team productivity, increase customer satisfaction rates and reduce response-to-ticket time by managing multiple requests in real time via live chat.
Support Ticket: Resolve and manage tickets smarter, faster and without confusion by unifying the support inbox and converting all email requests into easy-to-organize and shareable tasks. Assign cases to the appropriate agents within seconds.
Call Management: Allow customers to reach out through a customizable "request callback" form or leave a voice message on a digital answering machine. Keep track of customer interactions, capture voicemails and call back requests, record call logs, filter conversations and assign agents to respond to make sure no query slips through the cracks.
HelpSquad: Get an extended support team and 24/7 live chat coverage to create professional content and messaging guidelines that suit the tone and objectives of the business. Understand site data from SEO updates, heatmap reports, Google Analytics and customer intelligence and analyze the areas where improvement is needed to boost business growth.
Monthly Challenge: Receive feedback on the sales team’s performance and advice on how to improve. Operate personalized, gamified dashboards. Analyze the performance of every agent in the team and find out who needs more training.
Call Center Functionality: Create and customize unlimited workflows, chat portals and unique content for each brand that the call center supports. Improve team productivity and customer satisfaction rates through skill-based routing, whisper technology, real-time sentiment analysis and agent monitoring.
Bots: Allow agents to save time and invest more effort into complex queries by transferring common issues and frequently asked questions to chatbot support. Help customers get instant answers without waiting in long queues or requesting callbacks.
Targeted Engagements: Interact with customers and control the experience they have on the website through chat invitations, coupons, banner announcements and special offers. Create targeted messages and pre-plan interactions that can display on websites when visitors show certain behaviors.
Surveys: Identify what the team is doing wrong and right through pre-chat and post-chat surveys and optimize customer support processes accordingly to boost sales and customer satisfaction rates.
Automated Tagging: Improve customer support service by getting in-depth insights into customer needs through color-coded tags and associated keywords. Identify the problems and solutions for a client quickly and easily.
Conversion Tracking: Determine what marketing campaigns turned leads into sales and which agents performed well through insights into customer behavior and statistics. Reveal the outcomes of best sales methods. Include these practices in customer support processes and drive maximum conversion.
Enterprise Reporting: Determine enterprise growth and productivity based on website efficiency, agent performance, lead trends, survey results and inquiries by tags. Analyze critical areas with a scope of improvement and practices that can lead to long-term results.
Auto Translation: Translate any live chat requests in a foreign language automatically and reach out to customers from different origins while eliminating the need for language training.

Integrations: Multiply efficiency with native help desk integrations. Integrate the product with solutions such as Microsoft Teams, Salesforce, Jira, Microsoft Dynamics, ServiceNow, Slack, Hubspot CRM, Ringcentral and more to minimize headaches and optimize workflows.
Customer Management: Track all customer information and consolidate requests accordingly. Keep an eye on all the tickets and issues from a single view, run reports to identify which client is demanding the most. Add notes to a customer record to give everyone access to the same information.
Customer Sentiment: Get real-time sentiment analysis through AI-powered technology and instantly gauge customer tone. Prioritize tickets according to customer response and create proactive support opportunities.
Service Contacts/SLA’s: Define service agreement, block portal access and track support hours. Assign SLAs to customer product or product level. Pause, clone or attach SLA’s to products to limit customer downloads on the portal.
Agent Rating: Allow customers to rate experiences with agents and get real-time insights into satisfaction levels. Spot trends and service issues, get immediate feedback, identify training or product development areas and get real-time metrics to enhance customer experience.
Ticket Management: Link a support email address with the product and let the automated help desk take charge. Talk with customers via the conversation feature through the main interface without dealing with the email inbox again. Ensure tickets are routed or escalated to the right person or group and closed with completely flexible and customizable rules.
Ticket Collision Prevention: Observe when someone else is watching the same ticket. Chat with other users over a case by clicking on the name. Update tickets automatically for everyone on the team.
Visual Support Suite: Allow agents to upload images, share a webcam video recording and embed a screencast directly into a ticket so they can guide customers through performing tasks and fix a problem.
Products and Inventory: Combine physical and digital inventory and product information with streamlining support and reduce duplicated effort. See which products customers have and track why they’re using it. Define all products and versions, consolidate the information required to provide exceptional customer service and associate products to tickets for easy product reporting and tracking.
Customer Hub: Allow customers to create and view ticket statuses, read knowledge base content, chat with agents and search for answers to simple questions without bothering agents.
Reporting and Analytics: Add a help desk report and move items to appear in the preferred order with simple drag-and-drop functionality. Hide/unhide series from the display and access listed tickets easily by clicking on the ticket link.
Omnichannel Support: Boost customer satisfaction and first-time issue resolution rates by connecting with customers across any channel of their preference. Integrate all channels for a single view of customer records and interactions at one place, so client history is already on hand during the next call.

Product Ranking

#37

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#50

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Analyst Rating Summary

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User Sentiment Summary

88%

of users recommend this product

LiveHelpNow has a 'great' User Satisfaction Rating of 88% when considering 280 user reviews from 4 recognized software review sites.

89%

of users recommend this product

TeamSupport has a 'great' User Satisfaction Rating of 89% when considering 1715 user reviews from 3 recognized software review sites.

4.2 (134)

4.4 (843)

4.6 (73)

4.5 (798)

4.6 (70)

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4.1 (3)

4.1 (74)

Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: Easy-to-use interface with a well-organized dashboard and customizable widgets.

Robust Ticketing System: Comprehensive ticketing system that allows for efficient ticket management, tracking, and prioritization.

Multi-Channel Support: Supports multiple communication channels (e.g., live chat, email, phone) to provide seamless customer interactions.

Customization Options: Allows for customization of chat windows, branding, and knowledge base to align with specific business needs.

Reporting and Analytics: Provides detailed reporting and analytics to track performance, identify trends, and make data-driven decisions.

Reliable and Secure: Offers reliable uptime and robust security measures to ensure data protection and uninterrupted service.

Excellent Customer Support: Provides responsive and knowledgeable customer support to assist with setup, troubleshooting, and optimization.

Seamless Omnichannel Support: TeamSupport unifies all customer interactions from various channels, such as email, phone, chat, and social media, into a single, centralized platform, providing a comprehensive view of customer communications.

Automated Workflows: Its powerful automation capabilities streamline repetitive tasks, such as ticket assignment, status updates, and follow-ups, freeing up agents to focus on more complex issues and enhance productivity.

Robust Knowledge Base: TeamSupport allows businesses to create and maintain a comprehensive knowledge base that empowers customers to find answers to common questions independently, reducing support volume and improving customer satisfaction.

Detailed Reporting and Analytics: The platform provides insightful reports and analytics that enable businesses to track key performance indicators, identify areas for improvement, and make data-driven decisions to optimize their support operations.

Customizable Interface: TeamSupport offers a highly customizable interface that allows businesses to tailor the platform to their specific needs and branding, ensuring a seamless and consistent user experience for both agents and customers.

Functionality Gaps: LiveHelpNow lacks advanced features like co-browsing, screen sharing, and knowledge base integration, which are essential for efficient help desk operations.

Limited Customization: The software offers limited customization options, making it challenging to align with specific business needs and branding requirements.

Integration Challenges: LiveHelpNow can be difficult to integrate with third-party applications and CRMs, hindering seamless workflow and data sharing.

Pricing Concerns: Users have expressed concerns about the pricing structure, particularly for larger teams and enterprise-level deployments.

Customer Support Issues: Some users have reported slow response times and limited support availability, which can be frustrating during critical situations.

Insufficient Automation: TeamSupport lacks robust automation features, making it difficult to streamline workflows and reduce manual tasks.

Limited Reporting and Analytics: The reporting and analytics capabilities are basic, hindering users from gaining insights into team performance and customer behavior.

Lack of Customization: TeamSupport offers limited customization options, restricting users from tailoring the software to meet their specific business needs.

Cluttered Interface: The user interface can be overwhelming and cluttered, making it challenging to navigate and find essential features.

Slow Response Times: Users have reported experiencing slow response times and technical issues, which can hinder productivity and customer satisfaction.

LiveHelpNow is a help desk software solution that provides live chat, ticketing, knowledge base, and reporting functionality. Users appreciate its ease of use, intuitive interface, and robust feature set. They also note its excellent customer support and comprehensive training materials. In comparison to similar products, LiveHelpNow stands out for its affordability, customization options, and integrations with popular CRM and e-commerce platforms. For example, one user highlighted the seamless integration with Salesforce, enabling them to streamline customer support operations. However, some users have expressed concerns about the occasional technical glitches and limited reporting capabilities. Additionally, the pricing structure may not be suitable for businesses with a large number of agents or complex support requirements. Overall, LiveHelpNow is a suitable choice for small to mid-sized businesses seeking a user-friendly and affordable help desk solution. Its strengths in ease of use, customization, and integrations make it a viable option for businesses looking to improve their customer support capabilities.

TeamSupport is a top-rated help desk software solution praised for its user-friendly interface, robust automation capabilities, and comprehensive reporting features. Many users find it superior to competitors due to its intuitive design, which streamlines workflows and reduces training time. Additionally, its advanced automation capabilities, such as ticket routing and escalation rules, free up agents to focus on more complex tasks. TeamSupport's reporting functionality provides valuable insights into team performance and customer satisfaction, enabling data-driven decision-making. TeamSupport's strengths include its ease of use, powerful automation, and in-depth reporting. These features make it an excellent choice for organizations looking to improve their customer support operations. However, it may not be the most suitable option for smaller teams or those with limited budgets due to its higher pricing compared to some competitors. Overall, TeamSupport is a feature-rich and user-friendly help desk software that can significantly enhance the efficiency and effectiveness of customer support teams.

Screenshots

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FAQ

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What are the top-rated propducts for Help Desk Software? Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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