What users are saying about
15 Ratings
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Score 9.1 out of 101
34 Ratings
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Score 8.6 out of 101

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

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.
Hammad Bin Idrees profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
LiveAgent
9.6
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
9.7
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
LiveAgent
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
8.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
LiveAgent
Expert directory
Agiloft Flexible Service Desk Suite
LiveAgent
9.4
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
LiveAgent
9.5
Ticket creation and submission
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
Ticket response
Agiloft Flexible Service Desk Suite
LiveAgent
9.9

ITSM asset management

Agiloft Flexible Service Desk Suite
9.1
LiveAgent
Configuration mangement
Agiloft Flexible Service Desk Suite
8.5
LiveAgent
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
LiveAgent

Change management

Agiloft Flexible Service Desk Suite
9.9
LiveAgent
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
LiveAgent
Service-level management
Agiloft Flexible Service Desk Suite
10.0
LiveAgent

Self Help Community

Agiloft Flexible Service Desk Suite
LiveAgent
8.4
External knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
8.9
Internal knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
8.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
LiveAgent
9.3
Customer portal
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
IVR
Agiloft Flexible Service Desk Suite
LiveAgent
9.8
Social integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.5
Email support
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.2

Pros

Agiloft Flexible Service Desk Suite

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo

LiveAgent

  • 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).
Paul Ellul profile photo

Cons

Agiloft Flexible Service Desk Suite

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available

LiveAgent

LiveAgent 9.1
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

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo

LiveAgent

LiveAgent 8.1
Based on 4 answers
Very good and reliable
Šarūnė Šaulytė profile photo

Support

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo

LiveAgent

LiveAgent 8.6
Based on 3 answers
Because it gives me everything I need.
Šarūnė Šaulytė profile photo

Implementation

Agiloft Flexible Service Desk Suite

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.1
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

Agiloft Flexible Service Desk Suite

Far less expensive, faster to deploy, highly educated and stable Agiloft support staff
No photo available

LiveAgent

Were using JivoChat for a while to answer live chat messages, however, after using LiveAgent I realized how much easier and better it is. You have everything in front of you, client history, etc., which helps you to identify the exact reason why a client is seeking support!
Linas Levanas profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available

LiveAgent

  • Better customer service - this was a no brainer - initially after we deployed LiveAgent, the level of customer satisfaction went up by double digits. We were able to cut the average response time down to 4 hours.
  • The live chat part enables us to easily instant-convert website visitors by answering simple decision-making questions right away.
  • Our support team is now more effective thanks to agent collision detection feature which restricts 2 agents working on the same ticket at the same time
Luis McDonnell profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Agiloft Flexible Service Desk Suite Editions & Modules

Agiloft Flexible Service Desk Suite
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

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