BMC Helix ITSM vs LiveChat comparison

BMC Helix and Text are both solutions in the Help Desk Software category. BMC Helix is ranked #8 with an average rating of 7.8, while Text is ranked #35. BMC Helix holds a 4.9% mindshare in HDS, compared to Text’s 0.9% 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

5,044 Views
4,237 Comparison Views

87% willing to recommend

LiveChat

Read 6 LiveChat reviews

904 Views
515 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: March 2026).

Buyer's Guide

BMC Helix ITSM vs. LiveChat

March 2026

Download the complete report

Helped 884,933 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

8th

Ranking in IT Service Management (ITSM)

6th

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

35th

Ranking in IT Service Management (ITSM)

43rd

Average Rating

9.8

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Live Chat (2nd)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.9%, down from 10.1% compared to the previous year. The mindshare of LiveChat is 0.9%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.9%
LiveChat	0.9%
Other	94.2%

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

"It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations."

"The most valuable feature for our customers using BMC Helix ITSM is change management."

"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."

"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

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

"The solution can perform well for large-sized companies."

"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."

More BMC Helix ITSM pros

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

"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."

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

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

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

Cons

"BMC Helix ITSM should have an easy-to-use user interface."

"This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product."

"Desktop client should be an option for heavy users."

"The interface is one major complaint about this product."

"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."

"In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."

"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."

"The interface is somewhat dated as compared to technologies in use today."

More BMC Helix ITSM cons

"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."

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

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

Pricing and Cost Advice

"BMC Helix ITSM is a very cost-effective solution."

"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."

"It is too expensive for a small business."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

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

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"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

11%

Manufacturing Company

11%

Computer Software Company

Government

Manufacturing Company

20%

Media Company

11%

Performing Arts

11%

Computer Software 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 do you like most about BMC Helix ITSM?

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...

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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

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 29% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 12% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 5% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Cherwell Service Management vs BMC Helix ITSM

Compared 3% of the time

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ManageEngine ServiceDesk Plus vs LiveChat

Compared 19% of the time

NICE CXone vs LiveChat

Compared 8% of the time

TOPdesk vs LiveChat

Compared 7% of the time

Zendesk vs LiveChat

Compared 6% of the time

Comm100 Live Chat vs LiveChat

Compared 5% of the time

More LiveChat Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

March 2026

Download BMC Helix ITSM product report

Buyer's Guide

LiveChat

March 2026

Download LiveChat product report

Also Known As

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

chat.io

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix

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

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

March 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: March 2026.

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