BMC Helix ITSM vs LiveChat comparison

BMC Helix and Text are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while Text is ranked #33. BMC Helix holds a 4.8% mindshare in HDS, compared to Text’s 1.1% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of Text users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,838 Comparison Views

87% willing to recommend

LiveChat

Read 6 LiveChat reviews

1,635 Views
867 Comparison Views

100% willing to recommend

BMC Helix ITSM

LiveChat

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and LiveChat compete in IT service management and customer engagement categories respectively. BMC Helix ITSM appears to have the upper hand in IT service management capabilities whereas LiveChat excels in real-time customer interaction solutions.

Features: BMC Helix ITSM offers robust incident and change management, integrated asset management, and advanced reporting capabilities. LiveChat provides seamless CRM integration, real-time chat features, and excellent support available 24/7.

Room for Improvement: BMC Helix ITSM could improve by reducing its complexity for smaller businesses, shortening configuration times, and offering a more intuitive user interface. LiveChat could enhance the ability to monitor chats 24/7 without interruptions, optimize data retention options, and provide more analytical tools for customer interactions.

Ease of Deployment and Customer Service: BMC Helix ITSM offers cloud-based deployment with extensive configurations suitable for complex IT environments. Its customer service is thorough, especially for complex installations. LiveChat provides quick deployment with a straightforward model that allows rapid integration into business websites, with responsive customer service noted for quick solutions.

Pricing and ROI: BMC Helix ITSM demands a higher initial investment, reflecting its extensive capabilities and yielding long-term ROI through robust service management. LiveChat offers a subscription-based model with lower setup costs, delivering immediate value with an emphasis on quick returns through enhanced customer engagement and sales conversion.

To learn more, read our detailed BMC Helix ITSM vs. LiveChat Report (Updated: May 2026).

Buyer's Guide

BMC Helix ITSM vs. LiveChat

May 2026

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Helped 893,244 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 ITSM

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveChat

Ranking in Help Desk Software

33rd

Ranking in IT Service Management (ITSM)

35th

Average Rating

9.8

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Live Chat (2nd)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. The mindshare of LiveChat is 1.1%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.8%
LiveChat	1.1%
Other	94.1%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

Chamakhe Maurieni

CEO at a logistics company with 1-10 employees

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

Quotes from Members

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

Pros

"The standards and the framework that it follows are most valuable; it has an ITIL and out-of-the-box framework."

"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."

"It provides a good user experience."

"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."

"ARS really shines when its workflow directly supports critical business processes."

"The product's initial setup phase was easy."

"The solution has good capabilities for analytics."

"For large organisations, or a medium organisation that is now growing due to new acquisitions etc. (typically several thousand people strong and a large presence in one or more countries) BMC Remedy is surely a very good choice."

More BMC Helix ITSM pros

"It truly does what I need it to do and anything else I would say, I would be making it up."

"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."

"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."

"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."

"We can attribute most of our high ticket sales to this software."

"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."

Cons

"Working with numerous processes can be complex, and the processes are not always transparent in the solution."

"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."

"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."

"The Approval Central system needs to be refreshed."

"Did come across few hiccups around some product documentation not available or not very useful or not enough support available or maybe a utility not working as desired, however, these were not show stoppers and we managed to work our way around these."

"It is too expensive for a small business."

"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."

"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."

More BMC Helix ITSM cons

"The service needs to be more popular than it currently is."

"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."

"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."

Pricing and Cost Advice

"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"It is costly, but it is well worth it."

"The solution's pricing should come down."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

15%

Manufacturing Company

14%

Performing Arts

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 23% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Cherwell Service Management vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ManageEngine ServiceDesk Plus vs LiveChat

Compared 13% of the time

TOPdesk vs LiveChat

Compared 8% of the time

NICE CXone vs LiveChat

Compared 7% of the time

Comm100 Live Chat vs LiveChat

Compared 6% of the time

Velaro Live Chat vs LiveChat

Compared 4% of the time

More LiveChat Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

LiveChat

May 2026

Download LiveChat product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

chat.io

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

LiveChat is an advanced communication platform designed to enhance customer experiences by providing real-time chat support. Its easy integration and user-friendly interface make it ideal for businesses aiming to improve their customer service efficiency.

LiveChat offers a comprehensive approach to customer interaction, integrating with multiple platforms to streamline responses and increase resolution rates. Its robust nature allows businesses to monitor, engage, and provide support across diverse communication channels, making it a reliable choice for those aiming to maintain customer satisfaction while increasing operational productivity. The platform supports agent collaboration and offers analytical tools to optimize interactions and improve customer support strategies.

What are LiveChat's most important features?

Real-Time Chat: Enables instant communication to resolve customer inquiries efficiently.
Multi-Channel Integration: Supports integration with numerous platforms to provide a seamless support experience.
Customizable Chat Widgets: Allows businesses to tailor chat interfaces according to their brand identity.
Analytics and Reporting: Offers insights into chat performance, helping improve customer service strategies.
Agent Collaboration Tools: Facilitates teamwork among support staff for faster issue resolution.

Which benefits or ROI should users look for?

Enhanced Customer Satisfaction: Quick resolution of queries leads to happier customers.
Increased Efficiency: Streamlined operations reduce response times and boost productivity.
Brand Consistency: Customization features ensure alignment with brand messaging.
Data-Driven Decisions: Leverage analytics to inform strategic business decisions.
Scalability: Easily expands to accommodate growing customer demands.

LiveChat is implemented across industries such as retail, technology, and healthcare to provide exceptional customer service. In retail, it helps manage customer inquiries related to orders and returns, while technology firms use it for real-time issue troubleshooting. In healthcare, LiveChat facilitates appointment scheduling and patient support, ensuring privacy and quick response times without compromising efficiency.

Text

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

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

BMC Helix ITSM vs. LiveChat

May 2026

Free Report: BMC Helix ITSM vs. LiveChat

Find out what your peers are saying about BMC Helix ITSM vs. LiveChat and other solutions. Updated: May 2026.

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