Compare Userlane vs LiveChat vs ServiceDesk Plus

Software Description:

Userlane automates and optimizes user onboarding and employee training. Users are guided in real time through the actual software application with interactive step-by-step, on-screen guides. Our solution works as a navigation system for software applications.
As a result, anybody can immediately operate any software without any previous knowledge.

Key to Userlane’s technology are interactive step-by-step guides that can be implemented on top of every existing browser-based software or e-commerce website.

These interactive guides steer each single user through all the steps and processes and show them where to click next in real time, exactly like GPS navigation systems in cars advise drivers turn-by-turn on how to optimally reach their destination. This way, complex software can be easily operated without any previous knowledge, making extensive, conventional software training obsolete.

Unlike video tutorials, Userlane’s technology is integrated within the software ecosystem. Users receive interactive guidance, while they work in the application. This allows SaaS companies to streamline their onboarding experience, while increasing conversion, activation, and retention. Additionally, they can also use Userlane to address support tickets in a more effective way.

Companies can reduce training costs and implement new software more rapidly and without any resilience to change.

Userlane provides the technology to create walkthrough guides in minutes, without any coding or changes in the underlying software. This enables our customers to implement our interactive guides without effort.

Software Description:

LiveChat is an online chat solution that allows customer service agents to contact customers directly on their website.

In addition to its popular live chat feature, which enables service agents to communicate with leads on their websites in real-time.

LiveChat also includes features such as help desk ticketing systems, tags, file-sharing, reports, feedback statistics, and eCommerce capabilities for measuring the impact chat has on online sales.

Software Description:

ManageEngine ServiceDesk Plus is a help desk software and asset management tool. ServiceDesk Plus integrates your help desk requests and assets to allow you manage your IT in an effective way. The software helps you implement ITIL best practices and troubleshoot IT service requests faster.

Benefits:

• Access your help desk anytime, anywhere using ServiceDesk Plus iPhone app.
• Create SLA and provide quality services in time, to your end users
• Flexible knowledge base with an option to add unlimited KB articles and allows users to easily search the information
• Web based portal to submit service requests & Incidents.
• Restore normal service of operation quickly with the comprehensive incident management
• Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
• Discover every asset in your network with the efficient auto discovery options
• Provide structured and prompt handling of all changes in your IT infrastructure.
• With the new agent based scanning, you can access any system from the remote network, independent of their location.
• Showcase the offered IT services to your end user and give a new face to your IT.
• Scan your network and automatically discover all the software available in your organization
• Stay informed about your tickets and keep your technicians and end users up to date on the status of the tickets by email and sms.
• Manage your purchases right from the birth of the PO
• Auto assign feature distributes tickets based on the existing load on your technicians
• Manage Contracts with different vendors seamlessly
• Automatic email to ticket conversion using email commands
• ServiceDesk plus allows you to import users and their informations from Active directory and LDAP with a simple easy to use interface.
• Archive your old, unused data and improve your helpdesk performance.
• Support multiple sites and customize your configurations for every site according to their unique working procedure.
• Generate detailed reports about your Help desk performance & metrics.
• Automatically reset the password, by integrating the ticketing system with the Active Directory.
• Know the satisfaction level of your end users with the ServiceDesk Plus survey option.

Features:

• Employee Training
• Onboarding
• Employee Onboarding
• Data Visualization
• Dashboard
• Customer Management
• Multi-User
• Third-Party Plugins/Add-Ons
• External Integrations
• API
• A/B Testing

Features:

• Chat
• Dashboard
• Customer Management
• External Integrations
• Batch Permissions & Access
• Multi-User
• Notifications
• Google Apps Integration
• Lead Management
• Data Export
• Data Import
• Email Integration
• API
• Lead Scoring
• Third-Party Plugins/Add-Ons
• Scheduling
• File Sharing
• 2-Factor Authentication

Features:

• Expense Tracking
• Budgeting
• Forecasting
• Contact Management
• Google Apps Integration
• Chat
• File Sharing
• File Transfer
• Third-Party Plugins/Add-Ons
• Data Visualization
• Scheduling
• Calendar Management
• Dashboard
• Inventory Tracking
• External Integrations
• Customer Management
• Multi-User
• Project Management
• Notifications
• Data Export
• 2-Factor Authentication
• Email Integration
• Data Import
• API

Summary:

• No coding required

• Multi-language support

• User Onboarding

• Employee Training

• Userlane Assistant

• In-depth analytics

• User segmentation

• Responsive design

• Privacy Made in Germany

• Editor mode

Summary:

• Tickets: Keeps the communication going and handles cases via tickets.

• Customization: Fine-tuning of the look and developing user's brand awareness.

• Tags: Assigning case-specific tags to chats and tickets to easily find them in the Archives.

• File-sharing: Sharing files with website visitors over chat.

• Reports: Data gathered by LiveChat is available in easy to read statistics and graphs.

• Chats: Enables quick respond to user's customers and handling several chats at once using the chat improvements.

Summary:

• Best practice ITSM workflows

• Powerful integrations with IT management apps

• Smart automations

• Extensive reporting capabilities

• Codeless customizations

• Deploy on cloud or on-premise

• Single sign on

• AD & LDAP synchronisation

• 95,000 customers across worldwide

• Over 10 years in the ITSM industry

Pricing:

• Starting from: $16.00/month
• Credit card required: N/A

• LiveChat is offered as SaaS, and comes with a 30-day free trial. There are 4 plans to choose from:

  • Starter - $16/seat/month
  • Team - $33/seat/month
  • Business - $50/seat/month
  • Enterprise - $149/seat/month

FAQs:

Who are the main user groups of this service?

• The interactive guides which can be developed with our technology (the so-called Userlanes) can be used by any company which aims to automate their onboarding process or employee training in order to realize efficiency gains. Hence, the service is used by a wide-range of companies regarding the size and the industry. However, especially companies in the SaaS space and companies facing the digitization are using our technology.

Does this service offer multi-user capability (e.g. teams)?

• Yes, multiple user can create Userlanes.

Does this service offer guides, tutorials and or customer support?

• Yes, we offer support via email and telephone. Additionally, the creation of the Userlanes is - of course - explained by a Userlane.

What is this service generally used for?

• Userlanes can generally be applied to two use cases:
  User Onboarding & Employee Training

Does this service integrate with any other apps?

• As mentioned above an integration of the Userlanes with services such as Zendesk, Intercom etc. is possible.

What platforms does this service support?

• Userlane can be implemented on top of every existing web-based software or e-commerce website.

What are some applications this service is commonly used in tandem with?

• Userlane integrates with the most popular CRM systems as well as helpdesk and marketing tools.

Does this service offer an API?

• Yes.

FAQs:

What are some applications this service is commonly used in tandem with?

• It is most commonly used in tandem with: Facebook, Salesforce, Mailchimp, Desk.com, Zendesk, and Google Analytics.

Does this service offer guides, tutorials and or customer support?

• Support is provided 24/7/365 via live chat, email, phone, knowledge base.

Who are the main user groups of this service?

• Sales and support teams in industries of all sizes.

What platforms does this service support?

• LiveChat is available for web browsers, dedicated applications for Windows, Mac OS X and mobile devices running iOS and Android.

Does this service offer an API?

• LiveChat is available for custom integrations over REST-based API.

Does this service integrate with any other apps?

• It integrates with many services, like: Magento, Shopify, BigCommerce, Desk.com, Mailchimp, Salesforce, Facebook, Dropbox, and Zapier. There are more than 60+ integrations available.

What is this service generally used for?

• LiveChat is generally used as a real-time chat tool for customer services and online sales.

FAQs:

What are some applications this service is commonly used in tandem with?

• ServiceDesk Plus is commonly used in tandem with client device management tools, AD management tools like ManageEngine ADManager Plus, and other self-service password reset applications.

Does this service offer guides, tutorials and or customer support?

• Yes, all relevant resources like admin guide, user guide, online user manuals, and best practice documents are available on our site. Customers can also avail 24->5 telephonic, community, mail, and live web support.

What is this service generally used for?

• ServiceDesk Plus is used to manage IT, support and deliver IT services to end users/employees of an organization.

Does this service offer multi-user capability (e.g. teams)?

• Yes, ServiceDesk Plus offers multi-user capabilities to the IT technicians.

Does this service integrate with any other apps?

• Yes, it integrates with native IT management software from ManageEngine including ADManager Plus, ADSelfService Plus, OpManager, Desktop Central and Analytics Plus.

Does this service offer an API?

• Yes, ServiceDesk Plus offers Rest-API access.

Who are the main user groups of this service?

• ServiceDesk Plus is used by IT admins, and technicians who manage IT help desks in organizations.

What platforms does this service support?

• ServiceDesk Plus supports web-access and native mobile apps (Windows, iOS, and Android).

Publisher:

Publisher:

Publisher:

Other:

• Startups
• SMEs
• Enterprises

• Web App
• Windows
• Macintosh

• iOS
• Android
• WinPhone
• Blackberry

Other:

• Personal
• Freelance
• Startups
• SMEs
• Agencies
• Enterprises

• Web App
• Windows
• Macintosh

• iOS
• Android

Other:

• Personal
• Freelance
• Startups
• SMEs
• Agencies
• Enterprises

• Web App
• Windows
• Macintosh

• iOS
• Android
• WinPhone
• Blackberry