JIRA Service Management and LiveChat target different aspects of business needs, with JIRA focusing on project management and LiveChat on customer support. JIRA’s advantage lies in its IT ecosystem integration, while LiveChat leads in providing direct customer interactions through its chat functionalities.
Features: JIRA Service Management supports robust incident management, workflow customizations, and ITIL compliance, making it suitable for complex IT service operations. LiveChat excels in integration with CRM systems, automated chat responses, and analytics, enhancing customer support efficiency. JIRA is ideal for project-centric tasks, while LiveChat maximizes communication efficiency.
Room for Improvement: JIRA Service Management could benefit from a simplified deployment process and enhanced user interface to reduce the complexity for new users. It also needs better integration capabilities with non-Atlassian products. Additionally, improvements in mobile app performance are necessary. LiveChat could enhance its chatbot capabilities, expand language support, and offer more flexible pricing models. It also requires improvements in reporting features to provide deeper insights into customer interactions.
Ease of Deployment and Customer Service: LiveChat provides a simple deployment process, emphasizing quick setup through extensive third-party integrations and intuitive onboarding. JIRA Service Management, while offering comprehensive features, involves a more complex deployment due to its detailed configurations. LiveChat’s focus on chat support aligns with rapid improvements in customer service, contrasted with JIRA's extensive customization options which might extend deployment times.
Pricing and ROI: JIRA Service Management's initial costs are higher due to its comprehensive capabilities, yet it offers significant ROI in large-scale IT management contexts. LiveChat's pricing is typically more accessible, with the potential for swift ROI through improved customer interactions. While JIRA may have higher setup costs, its long-term ROI is beneficial for IT operations. LiveChat, with lower costs, achieves immediate enhancements in customer service, making it a financially attractive option for service-focused enterprises.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
Premium live chat software with help desk features.
Used by businesses to provide amazing customer service, increase online conversion and improve sales results.
LiveChat is a quality customer service software for companies striving to constantly improve their customer experience.
Easy to implement, easy to pick up from day 1 by customer service agents, easy to use by customers on your website.
Give it a try at https://www.livechatinc.com
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