Try our new research platform with insights from 80,000+ expert users

BMC Helix ITSM vs LiveChat comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
No sentiment score available
LiveChat's customer service is praised for its reliability, efficiency, round-the-clock availability, and quick, knowledgeable problem-solving.
 

Room For Improvement

Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
No sentiment score available
Users want better filtering, customizable dashboards, improved search, GIF icons, and more profile options to boost LiveChat's appeal.
 

Scalability Issues

Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
No sentiment score available
LiveChat effectively scales and adapts for both small and large companies, offering seamless integration and customization during growth.
 

Setup Cost

No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
No sentiment score available
LiveChat offers scalable per-seat pricing, allowing flexible license adjustments based on company needs and growth, with recommended trial periods.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
No sentiment score available
LiveChat is reliable, resolves issues swiftly during DDoS attacks, and keeps users informed with status updates and notifications.
 

Valuable Features

Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
No sentiment score available
LiveChat enhances interactions with real-time monitoring, proactive invites, custom integrations, 24/7 support, and automated response features.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
76
Ranking in other categories
No ranking in other categories
LiveChat
Ranking in Help Desk Software
34th
Ranking in IT Service Management (ITSM)
38th
Average Rating
9.8
Number of Reviews
6
Ranking in other categories
Live Chat (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 12.7%, up from 11.1% compared to the previous year. The mindshare of LiveChat is 0.3%, down from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
it_user371517 - PeerSpot reviewer
We cannot monitor it 24/7, so the ability to leave a message if we are not on helps us capture those interactions.
We have recommend this product to many camps in our industry and it is being adopted as a best practice during summer camp sales season. I am not tech savvy. This is a product we implemented and I love it. There is nothing that I feel is missing. It truly does what I need it to do and anything else I would say, I would be making it up.
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
Ask a question
Earn 20 points
 

Comparisons

No data available
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
chat.io
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
Find out what your peers are saying about BMC Helix ITSM vs. LiveChat and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.