ManageEngine ServiceDesk Plus and LiveChat serve different purposes within IT service management and customer communication. ManageEngine is superior for IT service operations with its comprehensive support features, while LiveChat shines in customer engagement through its real-time chat capabilities.
Features: ManageEngine ServiceDesk Plus includes ITIL-ready modules, incident management, and IT asset management. It also offers project management integration, a powerful reporting module, and seamless third-party integrations. LiveChat is equipped with real-time chat, chat tagging, and extensive performance tracking. It provides advanced customer engagement tools like proactive invitations and full CSS customization for chat interfaces.
Room for Improvement: ManageEngine could improve in simplifying its initial setup and offering more intuitive customization options. There is also room for advancement in integration flexibility. LiveChat might enhance its 24/7 monitoring capabilities and expand its analytics for deeper customer insights. Improving the customization of chat widgets can also add value.
Ease of Deployment and Customer Service: ManageEngine offers both on-premise and cloud deployment models, making it adaptable to various IT environments, with strong customer support. LiveChat is a cloud-based solution with an emphasis on quick setup and seamless integrations, along with reliable around-the-clock support.
Pricing and ROI: ManageEngine focuses on providing cost-effective IT management solutions, offering a high return on investment for IT-centric organizations. LiveChat, despite a higher initial cost due to its comprehensive engagement features, provides substantial value for organizations prioritizing customer interaction.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 4.2% |
| LiveChat | 0.8% |
| Other | 95.0% |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 1 |
| Company Size | Count |
|---|---|
| Small Business | 32 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
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
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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.
