Help.com Reviews & Product Details
Help.com is a live chat software preferred by small and midsize businesses and used across a lot of industries. Key features include advanced reporting, integrations with other business software platforms, and monitoring of user productivity. Key features of Live Chat have been designed to be scalable to grow with its users so customers don't need to change their system as they expand.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Desktop Windows, Mobile Android, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
chat features and archiving, good support team
needs to be a standalone app and also should be able to integrate with other apps
reach customers easily
The UI (user interface) for the product is a thing of beauty in comparison to some of the other chat tools I've had to use in the past. The way they designed the tool blends perfectly in the aesthetics I'm looking for when setting up my web browsers. While it's not the most important feature of a tool it's the first thing you notice as we're visual creatures. The interface that has been designed is very user friendly, every new person I've brought onto my team has picked up the chat system without me saying a word to them. The flow that they've created when you first login is incredibly nice. You're immediately greeted by the system and informed that you need to be available to take chat and allows you to do that with one simple click of the button. My team and I particularly enjoy the way they've designed the chats to appear when working on more than one at a time. Having them go in tabs along the top of the chat window area is very helpful for us. Because we are constantly on the internet and used to using the tab based type system to work it has helped to make this tool feel immediately like it belonged with us! The support team is phenomenal! I've contacted them several times with questions or feature recommendations and I've never felt like my opinions and concerns were more care about than I have with this company! They always make me feel like what I'm asking has valid points (even if I'm just being a crazy lady for a moment) and never have made me feel like I made a mistake in going with this company! While working with this company I feel like I've expanded my work family and it helps ease my mind. When you work with people that you know care about you and your experience with their tools it makes all the difference in the world!
At this point in time there is not a thing that I dislike about the company or their product. They are so very pleasant anytime we need to contact them and always provide top notch service!
We are solving the problem of not being able to quickly get in touch with a support representative. With this tool we have the quickest response times ever. We've become so quick with this tool that our Sales Reps have begun to use it as a selling point when speaking to potential clients! We have realized that with our particular branch of support our users prefer chat over any other contact method. We had initially attempted to use two other chat clients which we were not pleased with and when we switched over to Help's chat system we began to get compliments on our chats! Something we hadn't heard when using the others! Having the customer like the tool they are coming in to use is a HUGE benefit! It starts the interaction out on a positive foot which can help turn the entire chat into a positive one even if the customer is experiencing something extremely frustrating. I seriously cannot say enough about this company to show how much I truly enjoy using their product and working with their team! Their support team is a MAJOR benefit to me! I never have to worry that something may be going on with the chat system. If ever they are doing work they notify me a day or so ahead of time and again when they are doing it. If I ever feel like maybe something's not right with the system I can call or email them and I know they will get back to me pretty much immediately that in and of it's self if the best benefit I could ever ask for, ease of mind!
I really like the interface and dashboard of Help.com - you can easily see the number of chats you have taken and your client feedback % which is very helpful. I also like how you can see what the visitor is typing before they send which makes responding a lot faster.
It would be nice if you could have more preset response templates - perhaps some with visual aids
It allows clients and website visitors to easily communicate with us, giving them more options other than a phone call or contact form submission.
i like the fast and easy response time that would had otherwise been to slow on emails,and the more options that it posses for greater communication
the thumbs up and down system is not helpfull
my company uses help.com to quickly solve issues with candidates that would had otherwise taken to long