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3 Ratings
Top Rated
34 Ratings
3 Ratings
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Score 10 out of 101
Top Rated
34 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

ActiveDEMAND

When choosing a marketing automation system, it is important to think of what exactly you want it to do. I think no matter what you are hoping to get out of a marketing automation platform, you can achieve it with ActiveDEMAND. It can be used for simple/basic marketing email sending and campaign execution or it can be used to develop a microsite, create sales and marketing kiosks, run multi-step campaigns, host protected assets or whatever you want to do with it. You can easily choose (or ignore) the modules and features to be as creative as you choose to be.
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LiveAgent

Well Suited.When it comes to interacting with your customers and responding to their queries which you get from different channels, i.e. Chat, Social Media, Phone Calls, Emails, etc, then you don't need to log in using different channels but rather just use a single platform which is LA. It's a complete one window solution for Customer Support. You can respond to your customer queries regardless of the communication medium. This can help you to improve your customer support department and their SLA's.
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Feature Rating Comparison

Email & Online Marketing

ActiveDEMAND
9.5
LiveAgent
WYSIWYG email editor
ActiveDEMAND
9.2
LiveAgent
Dynamic content
ActiveDEMAND
9.6
LiveAgent
Ability to test dynamic content
ActiveDEMAND
9.6
LiveAgent
Landing pages
ActiveDEMAND
9.0
LiveAgent
A/B testing
ActiveDEMAND
9.6
LiveAgent
Mobile optimization
ActiveDEMAND
9.6
LiveAgent
Email deliverability
ActiveDEMAND
9.6
LiveAgent
List management
ActiveDEMAND
9.2
LiveAgent
Triggered drip sequences
ActiveDEMAND
9.6
LiveAgent

Lead Management

ActiveDEMAND
9.0
LiveAgent
Lead nurturing
ActiveDEMAND
9.6
LiveAgent
Lead scoring and grading
ActiveDEMAND
9.0
LiveAgent
Data quality management
ActiveDEMAND
8.6
LiveAgent
Automated sales alerts and tasks
ActiveDEMAND
8.6
LiveAgent

Campaign Management

ActiveDEMAND
9.4
LiveAgent
Calendaring
ActiveDEMAND
9.6
LiveAgent
Event/webinar marketing
ActiveDEMAND
9.2
LiveAgent

Social Media Marketing

ActiveDEMAND
8.6
LiveAgent
Social sharing and campaigns
ActiveDEMAND
8.6
LiveAgent
Social profile integration
ActiveDEMAND
8.6
LiveAgent

Reporting & Analytics

ActiveDEMAND
9.2
LiveAgent
Dashboards
ActiveDEMAND
8.8
LiveAgent
Standard reports
ActiveDEMAND
9.2
LiveAgent
Custom reports
ActiveDEMAND
9.6
LiveAgent

Platform & Infrastructure

ActiveDEMAND
9.6
LiveAgent
API
ActiveDEMAND
9.0
LiveAgent
Role-based workflow & approvals
ActiveDEMAND
9.0
LiveAgent
Customizability
ActiveDEMAND
9.6
LiveAgent
Integration with Salesforce.com
ActiveDEMAND
10.0
LiveAgent
Integration with Microsoft Dynamics CRM
ActiveDEMAND
10.0
LiveAgent
Integration with SugarCRM
ActiveDEMAND
10.0
LiveAgent

Incident and problem management

ActiveDEMAND
LiveAgent
9.5
Organize and prioritize service tickets
ActiveDEMAND
LiveAgent
9.8
Expert directory
ActiveDEMAND
LiveAgent
9.3
Subscription-based notifications
ActiveDEMAND
LiveAgent
8.9
ITSM collaboration and documentation
ActiveDEMAND
LiveAgent
9.4
Ticket creation and submission
ActiveDEMAND
LiveAgent
10.0
Ticket response
ActiveDEMAND
LiveAgent
9.9

Self Help Community

ActiveDEMAND
LiveAgent
8.6
External knowledge base
ActiveDEMAND
LiveAgent
9.0
Internal knowledge base
ActiveDEMAND
LiveAgent
8.1

Multi-Channel Help

ActiveDEMAND
LiveAgent
9.3
Customer portal
ActiveDEMAND
LiveAgent
10.0
IVR
ActiveDEMAND
LiveAgent
9.7
Social integration
ActiveDEMAND
LiveAgent
8.6
Email support
ActiveDEMAND
LiveAgent
10.0
Help Desk CRM integration
ActiveDEMAND
LiveAgent
8.4

Pros

  • Template development and brand management - ActiveDEMAND makes it simple to maintain your brand identity and a consistent look and feel across campaigns using templates and brand identities that are easy to set up and easy to incorporate into every piece of collateral you develop.
  • Use of variables for replicated content - This is super convenient! Templates can be created and then the campaign can be cloned (in its entirety or just the assets you need) and reused allowing for simple updates to be made to the variables in minutes. This makes executing campaigns very simple and quick once your templates are built the way you want them.
  • Responsive design - This is a MUST in modern digital marketing and ActiveDEMAND does this really well. You can view all screen size renders as previews as you build your assets and all the modules are built to work with responsive technology so you can be confident that the assets you create and share with customers won't break and will look great on all devices.
  • It just works. - Everything from creating logic steps to editing the items you create just works really really well.
  • Support - the support team has been amazing. Live chat and ticket submission facilities make it easy to get help when you need it and tickets are resolved quickly and effectively. There is also a good knowledge base of self help articles available online.
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  • Through the API, we can pull in account information such as billing, membership status, account notes and so much more.
  • Receiving and making calls is a newer future of LiveAgent. We have transitioned to making calls through LiveAgent and it is incredible to view phone calls and emails in one thread (not to mention, text messages and admin notes).
  • The chat service works well and it generates a lot of great feedback from our customers at the end of the chat session. 90%+ of those chatting with us will leave a comment about their experience and that lets management know how customer support is doing.
  • The support / feedback features allow users to submit enhancement requests and vote up which are most important to them. It also allows us to have a dialogue with the user as we review and implement the feature. The conversation can be made publicly available for others when searching our knowledge base (also integrated through LiveAgent).
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Cons

  • Reporting - Though the reporting is extensive and very very good... I sometimes miss a simplified view of email opens/clicks/link clicks etc.
  • Don't get me wrong, you can get to this data in ActiveDEMAND relatively easily, the default views through the campaign dashboard are just quite detailed (which some people would probably prefer) and I just don't think that we need that level of reporting on first glance. That being said, I do love the option to drill down and uncover the complex detailed data when i do want it (ActiveDEMAND is very good at this).
  • One element of reporting that I would also like would be an event registrant report showing all registered people (this part exists) and their responses on the registration form they completed to register for the event. (These things would be dietary restrictions, industry, customized responses to other event related questions).
  • I also wish the reports autorefreshed more frequently.
  • ICS Files - Right now there are work arounds for loading an ICS file (Calendar meeting invite file) that can be accessed in campaign assets. I just wish this was more native to the tool.
  • Archive Filing - Now, first of all, it is so amazing that ActiveDEMAND even has an archiving feature... I LOVE this. One small downside, however, is that the archiving cannot be organized using a folder structure or anything. I would like to be able to group my live events together, then group my webinars together etc.
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  • Occasional bugs when typing which force me to stop my work for a few moments.
  • Sometimes it's difficult to find the needed specific information about my user's statistics.
Tautvydas Vaižgėla profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
LiveAgent9.1
Based on 2 answers
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Luis McDonnell profile photo

Usability

No score
No answers yet
No answers on this topic
LiveAgent9.1
Based on 3 answers
Very good and reliable
Šarūnė Šaulytė profile photo

Support

No score
No answers yet
No answers on this topic
LiveAgent8.6
Based on 3 answers
Because it gives me everything I need.
Šarūnė Šaulytė profile photo

Implementation

No score
No answers yet
No answers on this topic
LiveAgent9.1
Based on 2 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Luis McDonnell profile photo

Alternatives Considered

ActiveDEMAND is much more robust than most of the above products. It does more and provides more detailed analytics. It is also very user friendly. The user interface is nice and it is very easy to navigate the tool. The brand identity and replicated content are two areas where ActiveDEMAND really shines compared to competitors.
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  • Cheaper
  • Better knowledge base
  • Significantly better customer tickets
The better customer tickets was the main reason we moved from Freshdesk, we found Freshdesk difficult from a customer perspective as they had to log in each time to view a ticket response, whereas the LiveAgent the ticket history is all there in the email. That being said Freshdesk was better at handling the tickets than LiveAgent, but as we are still learning the system I am sure we will get better at using it.
Kevin Woods profile photo

Return on Investment

  • Simplified email marketing and event management
  • Better tracking of leads
  • Better intelligence about which initiatives are working well and where future opportunities lie
  • Less reliant on IT department/third party to execute our online marketing
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  • Increased sales leads from website chat
  • Increased performance of technical support team
Quentin Dewhurst profile photo

Pricing Details

ActiveDEMAND

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
ActiveDEMAND Editions & Modules
ActiveDEMAND
Edition
Call Tracking
$31
Email Marketer
$72
Small Business Marketer
$692
Corporate Marketer
$1992
Agency Marketer
$7992
1. Per Phone Number/mth
2. Per Month [Unlimited Users]
Additional Pricing Details

LiveAgent

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
LiveAgent Editions & Modules
LiveAgent
On-premise Edition
Downloadable licence
$11,9501
1. 20 agents
SaaS Edition
Ticket
$91
Ticket+Chat
$291
All-inclusive
$391
1. per agent
Additional Pricing Details