HelpOnClick Reviews

“Desktop version fits our workflow”

Pros

Having a desktop version has been a big plus for us since we usually don't leave browsers open.

Cons

Support has been extremely slow to get back to us and sometimes there's no response at all. Reaching them through live chat takes way too long which is especially frustrating for a company that sells live chat software. After their March update, the desktop version stopped working and even though we were told a fix was coming soon, it's been three months and we're still waiting. On top of that, we still can't get an update by email or connect with anyone through live chat.

“Impressive functionality”

Pros

The functionality it offers is impressive. As the admin for my company, it helps me make the most of the platform so I can better understand how my team is using the software and find ways for us to serve our customers more effectively.

Cons

I'd really like more visibility into the path users take on my site before they leave a message. I'm not sure whether that falls under HelpOnClick or a third-party tool but it would be helpful if the software showed more about what visitors were viewing or preparing to do when they contacted us after hours. That would be especially useful for businesses like ours when users don't mention which products they want or what pricing they're asking about.

“Customers love it”

Pros

Getting this set up on our website was simple and it's very user-friendly overall. Customers really value the service and being able to get live help while looking at a product often gives them the confidence to add it to the cart which has helped increase sales.

Cons

The biggest limitation for me is that it doesn't perform properly in Google Chrome so I can only use it in Edge and I'd much rather use Google. It would also help to have a visual alert along with the sound so if the notification tone is missed, there would still be a visible sign of a new message, ideally at the bottom of the screen.