LiveAgent

LiveAgent

Quality Unit
4.8 out of 5 stars
LiveChat

LiveChat

LiveChat Software
4.9 out of 5 stars
LiveAgent LiveChat

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LiveAgent:

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.
LiveChat:

About

LiveChat is a customer service platform designed to help businesses connect with website visitors and increase sales. It centralizes your customer communication by bringing website chat, WhatsApp, and Meta Suite into one streamlined dashboard. Manage more conversations in less time with built-in AI features. Use the AI Copilot to get instant chat summaries, improve your phrasing, and receive smart response suggestions. Features like "Sneak Peek" let you see what customers are typing before they send the message, allowing your team to respond faster and more accurately. Designed for easy implementation, LiveChat offers a 5-minute setup and integrates seamlessly with over 200 popular tools, including Shopify, WordPress, HubSpot, BigCommerce, WooCommerce, Squarespace, and more. Whether you are automating lead capture or providing real-time support, LiveChat gives your growing team the professional tools needed to increase conversion rates and improve customer satisfaction.
LiveAgent:

Platforms Supported

Windows Not Supported
Mac Not Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Supported
iPad Supported
Android Supported
Chromebook Not Supported
LiveChat:

Platforms Supported

Windows Supported
Mac Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Supported
iPad Supported
Android Supported
Chromebook Not Supported
LiveAgent:

Audience

Anyone from small startups or one man operations to large scale businesses with main focus on SMB.
LiveChat:

Audience

Used by companies of all sizes around the world and from every industry. Startups, small, and midsize businesses and large-scale enterprises rely on LiveChat for their day-to-day customer service duties.
LiveAgent:

Support

Phone Support Not Supported
24/7 Live Support Supported
Online Supported
LiveChat:

Support

Phone Support Not Supported
24/7 Live Support Supported
Online Supported
LiveAgent:

API

Offers API Supported
LiveChat:

API

Offers API Supported
LiveAgent:

Screenshots and Videos

LiveChat:

Screenshots and Videos

LiveAgent:

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 Supported
Free Trial Supported
LiveChat:

Pricing

$16.00 per agent per month
$33.00 Team plan per agent per month
$50.00 Business plan per agent per month
Free Version Not Supported
Free Trial Supported
LiveAgent:

Reviews/Ratings

Overall 4.8 / 5
ease 4.7 / 5
features 4.7 / 5
design 4.5 / 5
support 4.8 / 5
LiveChat:

Reviews/Ratings

Overall 4.9 / 5
ease 5.0 / 5
features 4.7 / 5
design 4.8 / 5
support 4.9 / 5
LiveAgent:

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.
LiveChat:

Pros & Cons from Real Users

Pros

  • A huge attraction of LiveChat is that it is not necessary to search for external audiovisual material when sending messages, since the platform is integrated with services for uploading static and mobile images, among other formats, so that they can be shared within Messenger through its own search engine.
  • LiveChat is very customizable for your customer support needs. By using its real-time chat we are now instantly able to resolve queries of our clients. This tool also gives a ticketing system to manage every request. Its Chatbot stays all-time when no executive available. Beneficial for small and mid business.
  • LiveChat is an outstanding help desk solution for multiple size businesses to manage their customer's issues at the centralized platform. It offers great CRM integration, a quick chat section, a robust structure, and an intuitive interface.
  • I really liked that LiveChat enables a super-intelligent Chat-Bot when our support representative is busy or unavailable. For end-users, LiveChat is very convenient to chat using mobile devices. The implementation of this platform is was very easy.
  • Livechat is the best way I can deal with my customers' problems. It is simple for both the business owner and the customer to use.

Cons

  • On mobile devices it is complicated to access Facebook instant messaging if you do not have the Messenger mobile application, which is annoying if you have to answer an urgent message and must download the application to communicate. The productive thing about this is that, with an external application for messaging, you can see information on Facebook for a longer time.
  • Its Chatbot is not so useful for automated support. No special trigger option to set.
  • Overall it's great, no serious problem we ever faced.
  • There is no advanced management for user support.
  • There are not many cons, as this software exceeds expectations and beyond.
LiveAgent:

Training

Documentation Supported
Webinars Supported
Live Online Supported
In Person Supported
LiveChat:

Training

Documentation Supported
Webinars Supported
Live Online Supported
In Person Not Supported
LiveAgent:

Company Information

Quality Unit
Founded: 2004
Slovakia
www.liveagent.com/
LiveChat:

Company Information

LiveChat Software
Founded: 2002
United States
www.livechat.com
LiveAgent:

Alternatives

Freshservice

Freshservice

Freshworks
4.6 out of 5 stars
LiveChat:

Alternatives

Freshchat

Freshchat

Freshworks
4.2 out of 5 stars
LiveAgent:
LiveChat:
LiveAgent:
Freshcaller

Freshcaller

Freshworks
5.0 out of 5 stars
LiveChat:
Zoho SalesIQ

Zoho SalesIQ

Zoho
4.8 out of 5 stars
LiveAgent:
LiveChat:
LiveAgent:
LiveChat:
LiveAgent:

Categories

Call Center Supported
Call Recording Supported
Call Tracking Supported
Customer Service Supported
Customer Success Supported
Email Management Supported
Help Desk Supported
IVR Supported
Live Chat Supported
Remote Support Supported
Remote Work Supported
LiveChat:

Categories

Chatbot Supported
CRM Supported
Customer Service Supported
Help Desk Supported
Live Chat Supported
LiveAgent:

Customer Engagement Features

Analytics Supported
Churn Management Not Supported
Communication Management Supported
Community Management Supported
Content Syndication Not Supported
Feedback Collection Supported
Gamification Supported
Live Chat Supported
Video Content Supported

Customer Service Features

Alerts / Escalation Supported
Appointment Management Supported
Call Center Management Supported
Email Management Supported
Knowledge Base Supported
Live Chat Supported
Performance Metrics Supported
Queue Management Supported
Self Service Portal Supported
Social Media Integration Supported
Surveys & Feedback Supported
Virtual Assistant Supported
Workflow Management Supported

Help Desk Features

Alerts / Escalation Supported
Automated Routing Supported
Community Forums Supported
Customizable Branding Supported
Document Storage Supported
Email Integration Supported
Incident Management Supported
Interaction Tracking Supported
IT Asset Management Supported
Knowledge Base Supported
Known Issue Management Supported
Live Chat Supported
Multi-Channel Communication Supported
Multiple Brands / Products Supported
Network Monitoring Supported
Real-time Chat Supported
Self Service Portal Supported
Service Level Agreement (SLA) Management Supported
Ticket Management Supported

Live Chat Features

Canned Responses Supported
Customizable Branding Supported
Geo Targeting Supported
Offline Form Supported
Proactive Chat Supported
Screen Sharing Supported
Third Party Integration Supported
Transfers / Routing Supported
Website Visitor Tracking Supported

Call Center Features

Blended Call Center Supported
Call Logging Supported
Call Recording Supported
Call Scripting Supported
Campaign Management Supported
Database Supported
Escalation Management Supported
Inbound Call Center Supported
IVR / Voice Recognition Supported
Manual Dialer Supported
Outbound Call Center Supported
Predictive Dialer Not Supported
Progressive Dialer Not Supported
Queue Management Supported
Real-time Chat Supported
Reporting/Analytics Supported

Call Recording Features

Archiving Supported
Call Sharing Supported
Distributed Call Recording Supported
Event Triggered Recording Supported
File Transfer Supported
Instant Retrieval Not Supported
On-Demand Recording Supported
Recording Bookmarking Not Supported
Scheduled Recording Not Supported
Screen Activity Recording Supported
Video Call Recording Supported

Call Tracking Features

Call Log Supported
Call Recording Supported
Call Routing Supported
Caller Identification Supported
Campaign Management Not Supported
Conversion Tracking Not Supported
CRM Supported
IVR / Voice Recognition Supported
Keyword Tracking Not Supported

Cloud Communication Platform Features

Audio / Video Conferencing Supported
Call Center Supported
Call Recording Supported
Call Routing Supported
Chat / Messaging Supported
Fax Management Not Supported
File Sharing Supported
IVR / Voice Recognition Supported

Complaint Management Features

Case Management Supported
Complaint Classification Not Supported
Corrective Actions (CAPA) Not Supported
Customer Complaint Tracking Supported
Feedback Management Supported
Forms Management Supported
Issue Tracking Supported
Quality Assurance Management Not Supported
Routing Supported
Self Service Portal Supported
Social Media Monitoring Supported
Survey Management Supported

Customer Communications Management Features

Batch Communications Supported
Chat / Messaging Supported
Content Management Supported
Email Distribution Supported
Interactive Content Not Supported
Multi-Channel Communications Supported
On-Demand Communications Supported
Personalization Supported
Print Management Not Supported
Template Management Supported
Video Content Supported

Customer Satisfaction Features

360 Degree Feedback Not Supported
Analytics Supported
Call Reporting Supported
Complaint Monitoring Supported
Feedback Collection Supported
Survey Management Supported

Customer Success Features

Account Alerts Supported
Account Management Supported
Communication Management Supported
Customer Engagement Supported
Customer Lifecycle Management Not Supported
Health Score Not Supported
Onboarding Supported
Revenue Management Not Supported
Usage Tracking / Analytics Supported
Win / Loss Analysis Not Supported

Email Management Features

Data Recovery Not Supported
Email Archiving Supported
Email Deletion Not Supported
Email Discovery Not Supported
Email Monitoring Supported
Email Recall Not Supported
Queue Manager Supported
Response Management Supported
Routing Supported
Shared Inboxes Supported
Signature Management Supported
Spam Blocker Supported
Whitelisting / Blacklisting Supported

IVR Features

Call Center Supported
Call Logging Supported
Call Recording Supported
Call Routing Supported
Multiple Scripts Supported
Phone Key Input Supported
Survey Management Not Supported
Text to Speech Supported
Voice Customization Supported
Voice Mail Supported

Knowledge Management Features

Artificial Intelligence (AI) Supported
Cataloging / Categorization Supported
Collaboration Supported
Content Management Supported
Decision Tree Not Supported
Discussion Boards Supported
Full Text Search Supported
Knowledge Base Management Supported
Self Service Portal Supported

Remote Support Features

Diagnostic Tools Not Supported
File Transfer Supported
Live Chat Supported
Real-time Chat Supported
Remote Control Supported
Screen Sharing Supported
Session Recording Supported
Session Transfer Not Supported
Surveys & Feedback Supported

Remote Work Features

Collaboration Not Supported
Credential Management Not Supported
Electronic Signature Not Supported
Employee Monitoring Supported
Live Chat Supported
Meeting Management Not Supported
Project Management Not Supported
Remote Access Not Supported
Remote Support Supported
Screen Sharing Not Supported
Softphone Supported
Task Management Not Supported
Time Zone Tracking Not Supported
Video Chat Supported
Web Conferencing Not Supported
LiveChat:

Customer Engagement Features

Analytics Supported
Churn Management Not Supported
Communication Management Supported
Community Management Not Supported
Content Syndication Not Supported
Feedback Collection Supported
Gamification Not Supported
Live Chat Supported
Video Content Not Supported

Customer Service Features

Alerts / Escalation Supported
Appointment Management Not Supported
Call Center Management Not Supported
Email Management Not Supported
Knowledge Base Supported
Live Chat Supported
Performance Metrics Not Supported
Queue Management Not Supported
Self Service Portal Supported
Social Media Integration Not Supported
Surveys & Feedback Supported
Virtual Assistant Not Supported
Workflow Management Not Supported

Help Desk Features

Alerts / Escalation Supported
Automated Routing Supported
Community Forums Not Supported
Customizable Branding Supported
Document Storage Supported
Email Integration Supported
Incident Management Supported
Interaction Tracking Supported
IT Asset Management Supported
Knowledge Base Supported
Known Issue Management Not Supported
Live Chat Supported
Multi-Channel Communication Supported
Multiple Brands / Products Supported
Network Monitoring Supported
Real-time Chat Supported
Self Service Portal Supported
Service Level Agreement (SLA) Management Supported
Ticket Management Supported

Live Chat Features

Canned Responses Supported
Customizable Branding Supported
Geo Targeting Supported
Offline Form Supported
Proactive Chat Supported
Screen Sharing Supported
Third Party Integration Supported
Transfers / Routing Supported
Website Visitor Tracking Supported

Chatbot Features

Call to Action Not Supported
Context and Coherence Not Supported
Human Takeover Not Supported
Inline Media / Videos Not Supported
Machine Learning Not Supported
Natural Language Processing Supported
Payment Integration Supported
Prediction Not Supported
Ready-made Templates Not Supported
Reporting / Analytics Supported
Sentiment Analysis Not Supported
Social Media Integration Not Supported
LiveAgent:

Integrations

CoreCommerce Supported
Drupal Supported
Easyflow Supported
EdgeTier Supported
Facebook Supported
GoDaddy Website Builder Supported
Google Analytics Supported
Highrise Supported
Klaus Supported
KonnectzIT Supported
Magento Supported
ProjectManager Supported
Shopify Supported
Slack Supported
VEVS Boat Rental Software Supported
VEVS Car Rental Software Supported
Volusion Supported
Weebly Supported
Wufoo Supported
X (Twitter) Supported
LiveChat:

Integrations

CoreCommerce Supported
Drupal Supported
Easyflow Supported
EdgeTier Supported
Facebook Supported
GoDaddy Website Builder Supported
Google Analytics Supported
Highrise Supported
Klaus Supported
KonnectzIT Supported
Magento Supported
ProjectManager Supported
Shopify Supported
Slack Supported
VEVS Boat Rental Software Supported
VEVS Car Rental Software Supported
Volusion Supported
Weebly Supported
Wufoo Supported
X (Twitter) Supported
LiveAgent:
Claim LiveAgent and update features and information
Claim LiveAgent and update features and information
LiveChat:
Claim LiveChat and update features and information
Claim LiveChat and update features and information