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LiveChat vs TOPdesk comparison

LiveChat and TOPdesk are both solutions in the Help Desk Software category. LiveChat is ranked #34, while TOPdesk is ranked #14 with an average rating of 7.8. LiveChat holds a 0.3% mindshare in HDS, compared to TOPdesk’s 1.6% mindshare. Additionally, 100% of LiveChat users are willing to recommend the solution, compared to 91% of TOPdesk users who would recommend it.
LiveChat
Read 6 LiveChat reviews
  • 149 Views
  • 114 Comparison Views
100% willing to recommend
TOPdesk
Read 9 TOPdesk reviews
  • 1,180 Views
  • 569 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

TOPdesk and LiveChat compete in the customer support and communication software market. TOPdesk holds an advantage in IT service management, while LiveChat is superior for real-time customer interaction.

Features: TOPdesk provides IT service management, asset tracking, and automation features, meeting organizational demands. LiveChat offers real-time messaging, chat enhancement tools, and integration options, focusing more on direct customer engagement.

Room for Improvement: TOPdesk could enhance its user interface, streamline setup processes, and introduce more flexible pricing plans. LiveChat can improve feature customization, expand reporting capabilities, and optimize customer support for non-real-time interactions.

Ease of Deployment and Customer Service: LiveChat ensures swift deployment and allows seamless integration, supporting prompt customer interactions. TOPdesk, requiring detailed configuration, delivers extensive support documentation and professional services for complex setups.

Pricing and ROI: TOPdesk involves higher initial setup costs with steady ROI due to its service management strength, emphasizing long-term benefits. LiveChat presents a lower entry cost and quick ROI through enhanced customer satisfaction, providing immediate value by boosting engagement.

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To learn more, read our detailed LiveChat vs. TOPdesk Report (Updated: November 2024).
Buyer's Guide
LiveChat vs. TOPdesk
November 2024
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Review summaries and opinions

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

Customer Service

No sentiment score available
LiveChat's customer service is praised for its reliability, efficiency, round-the-clock availability, and quick, knowledgeable problem-solving.
Sentiment score
7.6
TOPdesk's support is professional and prompt, though some seek more tailored customer service tools despite efficient fault-reporting.
 

Room For Improvement

No sentiment score available
Users want better filtering, customizable dashboards, improved search, GIF icons, and more profile options to boost LiveChat's appeal.
Sentiment score
4.4
TOPdesk needs upgrades in change management, reporting, user interface, AI, integration, and improved modularity to match competitors.
 

Scalability Issues

No sentiment score available
LiveChat effectively scales and adapts for both small and large companies, offering seamless integration and customization during growth.
Sentiment score
7.5
TOPdesk's scalability is valued for IT service management but has mixed feedback, especially with increasing licenses and operator demands.
 

Setup Cost

No sentiment score available
LiveChat offers scalable per-seat pricing, allowing flexible license adjustments based on company needs and growth, with recommended trial periods.
No sentiment score available
TOPdesk pricing is user and module-based, often seen as competitive, ideal for large enterprises, less so for small.
 

Stability Issues

No sentiment score available
LiveChat is reliable, resolves issues swiftly during DDoS attacks, and keeps users informed with status updates and notifications.
Sentiment score
7.8
TOPdesk provides stable, reliable performance, especially when hosted off-premises, with high user satisfaction and quick resolution of issues.
 

Valuable Features

No sentiment score available
LiveChat enhances interactions with real-time monitoring, proactive invites, custom integrations, 24/7 support, and automated response features.
No sentiment score available
TOPdesk offers valuable IT management features, strong reporting, user-friendly ticketing, and adapts via customer feedback for increased efficiency.
 

Categories and Ranking

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)
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.0
Reviews Sentiment
6.8
Number of Reviews
9
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of LiveChat is 0.3%, down from 0.3% compared to the previous year. The mindshare of TOPdesk is 1.6%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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.
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Bruno Clemente - PeerSpot reviewer
A highly scalable solution that has good reporting features
TOPdesk has features that allow only the financial managers to approve or deny the company's dealings With TOPdesk, we can concentrate all the requests from the company to only one system, and then we can manage the team's productivity. The most valuable feature of TOPdesk is the reports. We…
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Top Industries

By visitors reading reviews
No data available
Educational Organization
60%
Computer Software Company
9%
Financial Services Firm
3%
Manufacturing Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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Earn 20 points
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
See all answers
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
See all answers
What needs improvement with TOPdesk?
The solution should be made more user-friendly.
See all answers
 

Comparisons

No data available
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JIRA Service Management vs TOPdesk
Compared 29% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 13% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 12% of the time
NinjaOne vs TOPdesk Logo
NinjaOne vs TOPdesk
Compared 9% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
LiveChat
November 2024
LiveChat reportDownload LiveChat product report
Buyer's Guide
Help Desk Software
October 2024
TOPdesk reportDownload TOPdesk product report
 

Also Known As

chat.io
No data available
 

Learn More

LiveChat
TOPdesk
 

Overview

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
 

Sample Customers

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.
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Buyer's Guide
LiveChat vs. TOPdesk
November 2024
Free Report: LiveChat vs. TOPdesk
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816,406 professionals have used our research since 2012.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.