HelpOnClick Review 2022 Live Chat For Larger Teams

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This article has been written and researched by our expert tooltesters through a precise methodology. Learn more about our methodology

Robert Brandl

Robert Brandl

Author

Inka Wibowo

Inka Wibowo

Researcher

This provider offers a wide range of features for an affordable price. There is no free plan, but you can sign up for a free 14 day trial period.

HelpOnClick is particularly interesting for larger organizations with different departments that may manage more than just one website. You can even set up a schedule with automatic log-off times for your operators.

Chat agents can either use the browser-based console or install a piece of software on their computer.

Let's have a closer look at the HelpOnClick live chat tool:

Screenshots

HelpOnClick Pricing

$7.20

Starter

Includes up to 100 chats per month and 5 departments.
$11.40

Advanced

Unlimited chats and departments. Install it on up to 5 websites.

Prices are based on 1-year contracts. Check further pricing details here.

Pros / Cons of HelpOnClick

  • Pros
  • Cons

Pros

  • Supports multiple websites

  • Features of the web interface

HelpOnClick Rating Details

Ease of use

The interface is not very intuitive, the menu lacks explanations.

Setup Info popup

As easy as copying and pasting, however, when applying changes to the chat client you sometimes have to re-install the code on your website.

Themes and Style Options Info popup

There is one basic widget which comes in different colors. Additionally there are chat icons, which we found a bit old-fashioned.

Chat Client Info popup

There is the dynamic widget (which we recommend) as well as the icons that will trigger a pop-up once the visitor clicks it. You can display a photo of the operators’ with both variants.

Chat agent console Info popup

Offers a convenient console with a lot of functionality. A desktop app is available as well. Does not support instant messengers like GTalk or Skype.

Automatic messaging Info popup

Visitors can be invited to chat manually or automatically. Trigger variables are time spent on site, the URL and/or the referrer. More options would be good.

Offline mode Info popup

Use it as a contact form while nobody is online. The button can also be hidden.

Shortcuts / canned messages Info popup

You can create pre-defined messages and add them very conveniently via the menu.

Tracking & live analytics Info popup

It will create a history of past chats and also let’s you send a transcript to your visitors.

Multiple languages Info popup

You can customize all of the backend text. But it will not switch languages automatically. You have to decide on one main language.

Ticketing system Info popup

HelpOnClick also provides an affordable helpdesk solution (not tested).

Integrations and add-ons Info popup

Offers a range of CRM and Helpdesk integrations. Examples are Salesforce, Zoho and Zendesk.

Team Management

You can transfer or invite other agents to ongoing chat sessions.

Mobile support / apps Info popup

An iPhone and iPad app is available.

Voice/video calls Info popup

Not available

Cobrowsing Info popup

Not available

Ban users Info popup

You can ban by IP address.

Log creation Info popup

Creates a searchable archive.

Support

  • Live Chat
  • Email
  • Telephone

The FAQs are very limited. It’s best to contact them via live chat.

Overall rating

3.5

HelpOnClick is very strong on functions but not very intuitive for the operator.

HelpOnClick Review: Conclusion

Once you get the hang of it and everything is set up properly, HelpOnClick is a great support tool. Your operators have a convenient way of using pre-defined messages to speed up the chat experience for your customers. The way we see it HelpOnClick’s focus is more on larger companies that want to set up the system on different websites and departments.

To fully understand how the admin interface works will take longer than comparable providers. The help section is pretty limited and the structure of the menus can be confusing. Important points of the menu are in grey color on a grey background for example. We were also missing an automatic way to show an agent as offline — with other providers you can switch an agent into offline mode if they are away from their desk.

Although a few areas should be improved, all in all we are quite happy with the price/performance ratio.

> Try HelpOnClick on your website – 14 day free trial (no credit card required).

The authors

Learn more about us

Robert Brandl

Founder and CEO

Hi, my name is Robert Brandl, and I am the founder of Tooltester. I used to work in a digital marketing agency where I managed website and email marketing projects. To optimize my client's campaigns, I always had to find the optimal web tools. Tooltester (founded in 2010) opens this knowledge to you, hopefully saving you endless hours of research. If you have any questions, please leave a comment. You can also find me on LinkedIn.

Inka Wibowo

Content Manager

Hi! My name is Inka Wibowo. I started using website builders and content management systems over 10 years ago, when I managed websites for clients in my first marketing role. Since then, I've worked on hundreds of web and digital projects. Now, at Tooltester, I'm happy to be able to use my experience to help users like you find the right website builder for your needs.

Learn more about us

We keep our content up to date

22 Nov 2021 - Review moved to Tooltester.com
26 Feb 2019 - Smaller updates
05-08 Mar 2013 - Initial tests

THE BEHIND THE SCENES OF THIS REVIEW

This article has been written and researched following a precise methodology.

Our methodology

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