Help Scout vs. LiveAgent Comparison


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About Delight customers by providing outstanding customer service like no other with Help Scout, a web-based help desk software. Suitable for for companies of all sizes, Help Scout enables businesses to deliver personalized support. The platform offers collaboration features to keep everyone on the same page, automated workflows, best in-class-reporting, an integrated knowledge base, and a robust API. Help Scout also integrates with voicemail services and live chat services like Olark and Snap Engage.	About LiveAgent is a comprehensive help desk and live chat software that streamlines all your customer interactions into an integrated, hybrid ticketing system where everything is easily accessible and manageable. LiveAgent harnesses the power of an universal inbox, real-time live chat and an autonomous AI chatbot, built-in call center, and robust customer self-service portal. A multitude of features, including advanced automation rules, tags, and 200+ integrations, creates powerful customer service software for businesses of all sizes. LiveAgent also boasts the fastest chat widget on the market. LiveAgent has served over 150 million end users worldwide, including companies like BMW, Yamaha, Huawei, and Oxford University. Join hundreds of satisfied LiveAgent clients in providing world-class customer service. Start your 30-day free trial, no credit card required.
Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook	Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook
Audience small to medium size businesses	Audience Anyone from small startups or one man operations to large scale businesses with main focus on SMB.
Support Phone Support 24/7 Live Support Online	Support Phone Support 24/7 Live Support Online
API Offers API	API Offers API
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $10.00/month/user Basic - $10/ user / month Standard - $20/ user / month Plus - $35/ user / month Free Version Free Trial	Pricing $15.00/month/user Free - $0 per agent per month Small plan - $15 per agent per month Medium plan - $29 per agent per month Large plan - $49 per agent per month Enterprise plan - $69 per agent per month Free Version Free Trial
Reviews/Ratings Overall 4.6 / 5 ease 4.8 / 5 features 4.5 / 5 design 4.9 / 5 support 4.9 / 5 Read all reviews	Reviews/Ratings Overall 4.8 / 5 ease 4.7 / 5 features 4.7 / 5 design 4.5 / 5 support 4.8 / 5 Read all reviews
Pros & Cons from Real Users Pros Help Scout has been a key platform to improve the customer service process throughout the company, one of the main features that I liked about this platform is the ticket assignment system, since this system allows me to assign a different ticket to each one of the agents in charge of my company, in addition, this function is very important to be able to divide the work correctly and to be able to deal with several tickets simultaneously, I really liked this function, since it can assign a large number of tickets to one people so that I can attend to them and thus speed up the work, in addition, I can control the number of tickets that each of the agents in charge is handling. Another feature that I liked about this platform is that it allows me to receive all the tickets and requests from our social networks, that helps a lot since we don't have to be attentive to the inbox of each social network to serve customers who answer us and through this way, but just by checking this inbox within this platform, we will be able to meet the requirements that we obtain through email and through social networks. I also liked that this platform allows me to obtain a real-time status of each ticket, I can know exactly if a ticket is active, if it has already been dealt with and the case has been closed, and I can also check if the ticket is doing attended by one of our agents, this information and monitoring in real time helps me a lot, since it allows me to know how many tickets are pending and how many tickets have been completed correctly. Help Scout has been a service that has improved customer service throughout our company, one of the first things I liked about this platform is the real-time Chat, as it has allowed me to talk to each of my customers in real time, I have been able to meet all kinds of requirements, answer questions or solve problems through this Chat, it allows you to gather all kinds of files or attach images, as well as it has a built-in formula for when we are not in office hours, customers They can access that form and fill it out so that we can attend to them later. Another thing I like about this platform is that it has a shared inbox, which allows you to receive all kinds of emails that enter an inbox, and allows you to store all received messages on your social networks, follow them up and attend them at the right time, in addition, this shared folder allows it to be used by several customer service agents simultaneously, therefore, this allows us to divide the work and attend to several tickets simultaneously simultaneous. I also liked the alert system of this platform and the real-time monitoring of each of the tickets registered in the main panel, since by accessing this panel, I can view the status of each ticket in real time, in addition, The platform divides the tickets depending on the status, I can see the tickets that have been dealt with, the pending tickets with the tickets that are being dealt with at that moment, the alert system works perfectly and sends us alerts every time we receive a new request. Help Scout is an excellent service to develop a correct attention to all customers, with this platform you will be able to manage the large number of tickets that you receive daily within the company, this platform helps to receive notifications every time a new visitor needs a requirement within your website. One of the main things that I like about this platform is that it is capable of sending immediate notifications to all the agents that are registered within it, that means that each agent that registers within the platform to serve customers will receive notification when a new request has been received from a visitor. This feature is very beneficial and helps maintain effectiveness when it comes to meeting each request. Another feature that I like about this platform is that it has implemented a service that helps you talk to all your customers in real time, this function is very important and provides you with an online chat, which you can incorporate into your website. or to any other page, this Live Chat has all the required features so you can send files, images or send a simple text. It is also important to highlight that this platform has really affordable prices, it is one of the cheapest platforms to obtain customer service for your visitors within your website, I recommend it without a doubt since it is a very accessible software with low rates. Help Scout is an excellent mechanism to have a shared inbox in which you can receive all the messages from your clients, as well as receive messages from some visitors to your website, this is an excellent service system to have. to customers quite reliable, in which you can give them a response in less time, this platform has advanced tools to serve customers live. One of the things I like the most about this platform is: 1.- All messages are received in real time, this means that when you link this platform with your social networks and with your website, the messages will be received in your inbox in real time, each message received from a visitor or some client will be sent immediately to the main inbox of this platform, receiving messages in real time helps you know exactly how many tickets you have to attend to. 2.- The Live Chat of this platform is also quite complete, it helps you communicate with each one of the clients or visitors of your website, in addition the chat that it offers allows you to send attached files or documents through the Live Chat, this The feature is pretty cool because it streamlines communication and allows customers to send attachments when needed. I really love the way I can communicate in real time with my client thanks to this live chat, it is totally stable and the reception and sending of messages is done immediately. 3.- I also love the fact of being able to view the tickets that are being attended by one of our agents within the company, we are a real estate company with many agents in charge of giving support to clients when negotiating with us, and through this platform I can see which agent is attending a specific ticket, I can also see the pending tickets and the tickets that have been attended and see the people who completed it. 4.- I also love the way in which you can automate the responses within this live chat, I have configured an automated response so that depending on what the client needs within the web, I can have a response through a Bot, a Bot which is capable of sending automated messages within the Live Chat. This function is very important and helps us to respond to customers without the need to be inside the platform. Help Scout is currently one of the best ways to have proper attention to all customers, providing live support is currently one of the best ways to serve your customers, because it can resolve all kinds of questions in a matter of minutes , one of the things that I liked the most about this platform are the following: - Help Scout has an integration phase with the web page service, when it comes to integrating that platform with our company website it has been quite simple, it has taken us approximately 20 minutes to do it correctly, we have placed a chat in line so that all our clients can solve all kinds of doubts with the help of us and our agents in charge. The integration process with this website was quite simple and compared to other platforms that we have used previously, this easy integration has allowed us to insert the Live Chat without the need to carry out any complex process. - Ticket management within this platform is quite good, and it is positive because it is quite interactive, all tickets are stored within the same inbox, in this way every time a new agent is in charge of attending a ticket, this will be automatically removed from the list of pending tickets, this helps agents avoid confusion when it comes to meeting a specific requirement, all the requirements they have are different. - The live chat provided by this platform is quite complete, previously we used a live chat that only allowed us to send and receive messages, but did not allow us to send and receive attachments. This Live Chat is quite complete, because within it you can send all kinds of images as well as you can send files or documents, this is positive because sometimes we need additional information or some type of specific file right for clients. solve your doubt. - The interface of this platform is quite comfortable, I have a column on the left side where it allows me to access all the sections of the platform, this general interface really helps me to optimize comfort while serving all our clients. - It has an excellent alert system incorporated, which is capable of notifying us when we have received a new ticket within our Live Chat, as well as allowing us to configure all kinds of schedules for live customer service within the website. Cons One of the main disadvantages of this platform is how complicated the process of linking this platform with a website is, this link is very necessary so that you can have access to the Chat in real time within your website and that everyone these requirements are also registered within the platform, however, the process of configuring this Chat in real time with the website can be a bit complicated, therefore, I recommend that a team is used to facilitate the integration process between the website and this platform. Another thing that I did not like about this platform is that currently it is not possible to send a rating email to our clients when their case has been closed and attended to correctly. This is a disadvantage since this rating would help us understand how It was the service process of that client during the requirement process, therefore, this function is also important to qualify the service process of each one of our agents, to know if these people have correctly served or have served a customer correctly. . Another of the negative things about this platform is that it currently does not have an alert system which allows me to know when a ticket has already been closed. This alert system would be very beneficial since it would inform me automatically when a number of tickets are closed. has closed at a specific time, currently, in order to check the status of a ticket, I have to do it manually by entering the platform, and even though I can check and monitor it within this main panel, I would like to receive notifications and alerts when a ticket has already been closed. I have never presented any type of problem with this platform, currently I do not have any type of negative characteristic that is necessary to mention about it, since it has behaved correctly, it has met all our expectations, it has ported essential functions to improve the quality of customer service and Live Chat always works correctly, we have never presented any type of interruption during customer service, I am happy with the fact that this platform has never caused us any type of problem, we are happy with the overall performance and the rate we are currently paying to use this service. The only negative thing that I perceived about this platform is that it has several problems when exporting the customer service record, and I noticed that it cannot be exported through any integration with any other platform, if you need to export all the reports obtained. of each of the customer service, you must do it manually and store it in a service manually, you cannot transfer all that information to a service in the cloud, which can make it a bit difficult to have a backup of the customer service record. It is absolutely necessary that a service be implemented to export all the reports obtained from customer service, in this way we could save all that information in a cloud and it would not be useful for the future, we could know exactly on what date or at what time we has contacted a customer in the past, and we wouldn't have to store all that information within the Help Scout platform. This platform is excellent for perfecting the customer service system, it will help you deal with all types of tickets in a matter of seconds, as well as help you manage the number of requests you receive daily within your website or within your social networks. However, there are some negative things that need to be mentioned about this platform, such as: 1.- The prices of this platform are really high, if you are looking for a platform that offers you similar functions you will realize that they are at a much more accessible price, currently this is one of the most expensive platforms for customer service in vivo, I believe that the prices within this platform should be much lower or create much more personalized plans that allow users to access premium features without having to pay as much. 2.- It also does not have a free trial version available so that users can test the functions before buying any of the plans, I do not have that many platforms currently offer a free trial so that you have live chat functionalities on your website, but this platform is not like that, it does not offer a free trial in any way. 3.- The notification system when a new support ticket is received is not as efficient as it seems, as I previously mentioned, all tickets and requests from customers or visitors are received immediately in the main inbox of the platform, However, I have noticed that sometimes the notifications take time to reach our system or another mobile phone, I think that the notification system should be more optimized. At no time have I had any problem with this customer service platform, I have always been able to have a truly complete experience that has helped me attend to all kinds of requirements in a matter of minutes. I am happy with the general functionality of this platform, at no time has it given me any type of error, I have always been able to attend to my clients live and in real time without any type of interruption, as well as I have been able to manage the number of tickets that we have received during a specific period of time, I am proud that we are receiving these really positive characteristics without any problem.	Pros & Cons from Real Users Pros I love Liveagent's simple and intuitive interface; that's what I appreciate most about it. Anyone, regardless of their level of experience, can quickly learn how to use Liveagent, and I find the automation options simple and easy to implement. It's great that it keeps tickets, knowledge base, and reports in one place and eliminates the need to switch between tools to complete the same task. LiveAgent is ideal for what we use it for. It offers a robust ticketing system with tons of options and features that make responding very easy. The user interface is simple and easy to customize. The shortcuts for filters, reminders, and tasks are great. The auto-hiding option ensures confidentiality. LiveAgent offers expert support, including a cloud integration system for increased security. LiveAgent has consistently served us well. It has enhanced our chat communication capabilities through a fantastic service bot that we connect to all our social media pages and easily configure to engage and interact with visitors. LiveAgent is great for speeding up access to customer service representatives and enabling customers to easily book and track tickets. I loved its accurate archiving and easy-to-search records. LiveAgent stands out for its remarkably fast deployment and user-friendly setup process. Another key strength is its excellent customer support team, which provides reliable and prompt assistance whenever needed. LiveAgent provides us with the best communication with our customers, especially through live chat, integrated with automated response features that are easy to set up to suit our customers' needs. What's great about service bots is that they can provide accurate answers to incoming inquiries. I loved how the customer was able to reach a service representative with ease. It's also great that the service representative receives real-time notifications about the incoming ticket, reducing wait times. Cons Liveagent is more than great and easy to connect with social media and communication channels for ticket management and customer chat, but I haven't been able to understand the advanced customization to save more time and manage tickets and service bots more effectively. No negatives. I'm happy and confident using LiveAgent. LiveAgent didn't seem overwhelming, and we were able to get used to it quickly. Setting up with support was very quick. LiveAgent is great, easy to set up, has no negative effects, and efficiently supports all the languages our customers use. One limitation is the restricted functionality with WhatsApp Business API. The current integration lacks the flexibility needed for LiveAgent’s internal automation tools to fully leverage WhatsApp for proactive communication. I haven't found any downsides to LiveAgent. I loved how easy it was to install the LiveAgent code on our website and social media pages.
Training Documentation Webinars Live Online In Person	Training Documentation Webinars Live Online In Person
Company Information Help Scout Founded: 2011 United States www.helpscout.com	Company Information Quality Unit Founded: 2004 Slovakia www.liveagent.com/
Alternatives Zendesk	Alternatives Freshservice Freshworks
Universal Knowledge Knowledge Powered Solutions Ltd	Social Intents
Freshdesk Freshworks	Freshcaller Freshworks
HubSpot Service Hub HubSpot	3CLogic
Zoho Desk Zoho View All	Vocalcom View All
Categories Conversational Support Customer Self-Service Customer Service Help Desk Knowledge Management Live Chat Service Request Management	Categories Call Center Call Recording Call Tracking Cloud Communication Platform Complaint Management Customer Communications Management Customer Engagement Customer Satisfaction Customer Self-Service Customer Service Customer Success Email Management Help Desk IVR Knowledge Management Live Chat Remote Support Remote Work
Customer Service Features Alerts / Escalation Appointment Management Call Center Management Email Management Knowledge Base Live Chat Performance Metrics Queue Management Self Service Portal Social Media Integration Surveys & Feedback Virtual Assistant Workflow Management Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal Live Chat Features Canned Responses Customizable Branding Geo Targeting Offline Form Proactive Chat Screen Sharing Third Party Integration Transfers / Routing Website Visitor Tracking	Customer Service Features Alerts / Escalation Appointment Management Call Center Management Email Management Knowledge Base Live Chat Performance Metrics Queue Management Self Service Portal Social Media Integration Surveys & Feedback Virtual Assistant Workflow Management Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal Live Chat Features Canned Responses Customizable Branding Geo Targeting Offline Form Proactive Chat Screen Sharing Third Party Integration Transfers / Routing Website Visitor Tracking Show More Features Call Center Features Blended Call Center Call Logging Call Recording Call Scripting Campaign Management Database Escalation Management Inbound Call Center IVR / Voice Recognition Manual Dialer Outbound Call Center Predictive Dialer Progressive Dialer Queue Management Real-time Chat Reporting/Analytics Call Recording Features Archiving Call Sharing Distributed Call Recording Event Triggered Recording File Transfer Instant Retrieval On-Demand Recording Recording Bookmarking Scheduled Recording Screen Activity Recording Video Call Recording Call Tracking Features Call Log Call Recording Call Routing Caller Identification Campaign Management Conversion Tracking CRM IVR / Voice Recognition Keyword Tracking Cloud Communication Platform Features Audio / Video Conferencing Call Center Call Recording Call Routing Chat / Messaging Fax Management File Sharing IVR / Voice Recognition Complaint Management Features Case Management Complaint Classification Corrective Actions (CAPA) Customer Complaint Tracking Feedback Management Forms Management Issue Tracking Quality Assurance Management Routing Self Service Portal Social Media Monitoring Survey Management Customer Communications Management Features Batch Communications Chat / Messaging Content Management Email Distribution Interactive Content Multi-Channel Communications On-Demand Communications Personalization Print Management Template Management Video Content Customer Engagement Features Analytics Churn Management Communication Management Community Management Content Syndication Feedback Collection Gamification Live Chat Video Content Customer Satisfaction Features 360 Degree Feedback Analytics Call Reporting Complaint Monitoring Feedback Collection Survey Management Customer Success Features Account Alerts Account Management Communication Management Customer Engagement Customer Lifecycle Management Health Score Onboarding Revenue Management Usage Tracking / Analytics Win / Loss Analysis Email Management Features Data Recovery Email Archiving Email Deletion Email Discovery Email Monitoring Email Recall Queue Manager Response Management Routing Shared Inboxes Signature Management Spam Blocker Whitelisting / Blacklisting IVR Features Call Center Call Logging Call Recording Call Routing Multiple Scripts Phone Key Input Survey Management Text to Speech Voice Customization Voice Mail Remote Support Features Diagnostic Tools File Transfer Live Chat Real-time Chat Remote Control Screen Sharing Session Recording Session Transfer Surveys & Feedback Remote Work Features Collaboration Credential Management Electronic Signature Employee Monitoring Live Chat Meeting Management Project Management Remote Access Remote Support Screen Sharing Softphone Task Management Time Zone Tracking Video Chat Web Conferencing
Integrations Bold BI Boostopia Chatterbox CloudTalk Constant Contact Lead Gen & CRM CustomerSuccessBox Easyflow Help Desk Migration Klaus Klipfolio Pabbly Connect Quickwork Shopify Slaask Slack Stackreaction Style Intelligence Wufoo Zapier Zight Show More Integrations View All 171 Integrations	Integrations Bold BI Boostopia Chatterbox CloudTalk Constant Contact Lead Gen & CRM CustomerSuccessBox Easyflow Help Desk Migration Klaus Klipfolio Pabbly Connect Quickwork Shopify Slaask Slack Stackreaction Style Intelligence Wufoo Zapier Zight Show More Integrations View All 76 Integrations
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