Cherwell Service Management vs LiveChat comparison

Ivanti and Text are both solutions in the Help Desk Software category. Ivanti is ranked #28, while Text is ranked #35. Ivanti holds a 1.7% mindshare in HDS, compared to Text’s 0.9% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of Text users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,086 Views
923 Comparison Views

80% willing to recommend

LiveChat

Read 6 LiveChat reviews

904 Views
515 Comparison Views

100% willing to recommend

Cherwell Service Management

LiveChat

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and LiveChat compete in the IT service management and customer messaging categories, respectively. Cherwell stands out for process automation, while LiveChat leads in customer interaction and communication.

Features: Cherwell Service Management provides extensive IT workflow automation, customizable dashboards, and integration features. LiveChat offers real-time chat capabilities, multiple platform integrations, and customer engagement tools.

Room for Improvement: Cherwell could improve by making setup procedures more streamlined, enhancing real-time communication capabilities, and offering more intuitive user interfaces. LiveChat could benefit from advanced analytics, expanded integration options, and improved offline support capabilities.

Ease of Deployment and Customer Service: LiveChat is praised for rapid deployment and robust customer support, with straightforward setup and continuous guidance. Cherwell Service Management may involve a more complex setup process, requiring extensive training resources to navigate its intricate system, though support is adequate.

Pricing and ROI: Cherwell Service Management could have higher initial setup costs, offering long-term ROI for organizations needing comprehensive service management. LiveChat presents an affordable entry point with quick returns, appealing to businesses focused on customer service improvements.

To learn more, read our detailed Cherwell Service Management vs. LiveChat Report (Updated: March 2026).

Buyer's Guide

Cherwell Service Management vs. LiveChat

March 2026

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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

Cherwell Service Management

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

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 Cherwell Service Management is 1.7%, up from 0.5% 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 (%)
Cherwell Service Management	1.7%
LiveChat	0.9%
Other	97.4%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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

"All our activities are carried out in the one place."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"The dashboard and the reporting functionality are the solution's most valuable features."

"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."

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

Cons

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Agile delivery should be supported."

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"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."

"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."

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Manufacturing Company

12%

Energy/Utilities Company

11%

Healthcare Company

10%

Manufacturing Company

20%

Media Company

11%

Performing Arts

11%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1

Comparisons

ServiceNow vs Cherwell Service Management

Compared 28% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 17% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 8% of the time

Freshservice vs Cherwell Service Management

Compared 7% of the time

SysAid vs Cherwell Service Management

Compared 3% of the time

More Cherwell Service Management Competitors

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

ProProfs Live Chat vs LiveChat

Compared 6% of the time

More LiveChat Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2026

Download Cherwell Service Management product report

Buyer's Guide

LiveChat

March 2026

Download LiveChat product report

Also Known As

No data available

chat.io

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

Ausenco, Highlights for Children, B/E Aerospace

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

Cherwell Service Management vs. LiveChat

March 2026

Free Report: Cherwell Service Management vs. LiveChat

Find out what your peers are saying about Cherwell Service Management vs. LiveChat and other solutions. Updated: March 2026.

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884,933 professionals have used our research since 2012.

See our Cherwell Service Management vs. LiveChat report.

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