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

BMC Helix Enterprise Service Management vs LiveChat comparison

BMC and Text are both solutions in the IT Service Management (ITSM) category. BMC is ranked #24 with an average rating of 7.0, while Text is ranked #50. Additionally, 100% of BMC users are willing to recommend the solution, compared to 100% of Text users who would recommend it.
BMC Helix Enterprise Servic...
Read 1 BMC Helix Enterprise Service Management review
  • 31 Views
  • 31 Comparison Views
100% willing to recommend
LiveChat
Read 6 LiveChat reviews
  • 323 Views
  • 120 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Jun 15, 2025

LiveChat and BMC Helix Enterprise Service Management are competing products targeting customer support and service management needs. LiveChat stands out in pricing and customer support quality, while BMC Helix offers a comprehensive feature set that justifies its higher cost.

Features: LiveChat provides real-time chat, canned responses, and integration capabilities with CRM systems. BMC Helix Enterprise Service Management offers robust IT service management capabilities, AI-driven insights, asset management, and automation tools. BMC Helix supports more extensive service management needs, whereas LiveChat focuses on user engagement and support efficiency.

Ease of Deployment and Customer Service: LiveChat provides an intuitive setup enabling rapid deployment, with strong support channels for swift resolution of issues. BMC Helix may require more technical expertise for initial setup but offers extensive customer service through consulting and support services.

Pricing and ROI: LiveChat offers competitive pricing with scalable plans aligning with business growth for better ROI in customer support operations. BMC Helix Enterprise Service Management is priced higher but promises substantial ROI through advanced service management capabilities and potential cost savings.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).
Buyer's Guide
IT Service Management (ITSM)
June 2025
Download the complete report
Helped 862,543 peers since 2012

Review summaries and opinions

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

Categories and Ranking

BMC Helix Enterprise Servic...
Ranking in IT Service Management (ITSM)
24th
Average Rating
7.0
Reviews Sentiment
4.8
Number of Reviews
1
Ranking in other categories
No ranking in other categories
LiveChat
Ranking in IT Service Management (ITSM)
50th
Average Rating
9.8
Reviews Sentiment
7.6
Number of Reviews
6
Ranking in other categories
Help Desk Software (39th), Live Chat (1st)
 

Featured Reviews

KV
Utilize comprehensive IT service modules while addressing configuration database issues
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.
Read full review
CM
Allows us to save automated answers to the most popular customer queries
In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.
Read full review
report
See which vendors are best for you
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
See recommendations
862,543 professionals have used our research since 2012.
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.
See all answers
What needs improvement with BMC Helix Enterprise Service Management?
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC...
See all answers
What is your primary use case for BMC Helix Enterprise Service Management?
I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change...
See all answers
Ask a question
Earn 20 points
 

Comparisons

No data available
No data available
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
June 2025
BMC Helix Enterprise Service Management reportDownload BMC Helix Enterprise Service Management product report
Buyer's Guide
LiveChat
July 2025
LiveChat reportDownload LiveChat product report
 

Also Known As

No data available
chat.io
 

Overview

BMC Helix Enterprise Service Management is a comprehensive platform designed to deliver advanced service management capabilities, enabling businesses to transform their operations with intelligent automation and robust integration features.

Companies looking to streamline their service processes will find BMC Helix Enterprise Service Management an invaluable tool. It offers innovative solutions to common challenges with capabilities that span multiple domains. The system fosters efficiency through AI-driven insights and integrates smoothly into existing IT environments, enhancing service delivery and customer satisfaction. This powerful combination of tools supports a proactive approach to service management, helping organizations to remain agile and responsive in a fast-paced business environment.

What are the standout features of BMC Helix Enterprise Service Management?
  • AI-Powered Automation: Enhances process efficiency and reduces manual intervention.
  • Multi-Cloud Management: Provides seamless integration and management across cloud platforms.
  • Service Catalog: Offers a comprehensive catalog to streamline service requests.
  • Intuitive Reporting: Delivers actionable insights through advanced analytics.
  • Collaboration Tools: Facilitates easier communication among teams.
What benefits and ROI should users expect?
  • Cost Efficiency: Reduces operational costs through automation and efficient resource management.
  • Improved Productivity: Enhances user productivity by automating repetitive tasks.
  • Faster Service Delivery: Increases speed and quality of service delivery.
  • Enhanced Customer Satisfaction: Delivers better customer experiences through streamlined processes.
  • Scalability: Supports growth with adaptable solutions.

BMC Helix Enterprise Service Management is implemented across industries such as finance, healthcare, and retail. In finance, it enhances regulatory compliance and security. Healthcare organizations use it to improve patient service management, while retail companies benefit from streamlined logistics and inventory management.

BMC

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

Text
 

Sample Customers

Information Not Available
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.
Buyer's Guide
IT Service Management (ITSM)
June 2025
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2025.
DOWNLOAD NOW
862,543 professionals have used our research since 2012.
See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) 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.