What users are saying about
15 Ratings
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Score 8.8 out of 101
Top Rated
33 Ratings
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Score 8.7 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

LiveAgent

LiveAgent is well suited when you are a complex e-commerce site with complex procedures (for example, customers need to do a lot of steps in order to make a purchase). The reason is that if your customers get stuck at any of those steps, they can always access LiveAgent to get support and help so they can continue the purchase. Otherwise, it will be very likely that they will abandon the purchase and your business will lose a potential customer.
Tony Phan profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
LiveAgent
9.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
9.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
LiveAgent
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveAgent
8.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
LiveAgent
Expert directory
Agiloft Flexible Service Desk Suite
LiveAgent
9.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
LiveAgent
9.4
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
9.2
LiveAgent
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
LiveAgent
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
LiveAgent

Change management

Agiloft Flexible Service Desk Suite
9.8
LiveAgent
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
LiveAgent
Service-level management
Agiloft Flexible Service Desk Suite
10.0
LiveAgent

Self Help Community

Agiloft Flexible Service Desk Suite
LiveAgent
8.6
External knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
9.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
LiveAgent
8.1

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
9.7
Social integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.6
Email support
Agiloft Flexible Service Desk Suite
LiveAgent
10.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
LiveAgent
8.4

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Online Chat: It provides an effective tool to quickly respond to any inquiry that your customer might have upon visiting your website and therefore, makes it easier to convert their visits into sales.
  • Social Media integration: Not just online chat on website, LiveAgent is able to integrate with most of the popular social media sites (Facebook/Twitter) making replying to customers easier than ever.
  • Email Integration: You can reply to your customers and all of the earlier conversations with the customers through email are connected to avoid a hard time looking for what you have discussed with your customers through email.
Tony Phan profile photo

Cons

  • I find it hard to customize the menus and some of the logic flow. However, Agiloft has always helped us out and at a very affordable cost to us.
  • The cost per user after the first 3 is somewhat costly.
Matt Gibson profile photo
  • I'd like to see HTML support in chats as well. Sometimes I write very long and detailed messages in chat so it would be nice if chat window (on customer side) could be expandable.
  • Sometimes it's hard to notice when the same ticket is already opened by an agent. The visual cue could be more striking to avoid duplicate reading.
  • More Levels to reach :) Many of the team are already "Kings"
Petras Brinko profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
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

Agiloft Flexible Service Desk Suite7.3
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
LiveAgent9.1
Based on 3 answers
Very good and reliable
Šarūnė Šaulytė profile photo

Support

Agiloft Flexible Service Desk Suite9.1
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
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

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
We have considered many Helpdesk softwares and tried a few. LiveAgent was the one we have chosen and are using till now. We were looking for an all-in-one Helpdesk software for average-large companies. Many alternatives failed to meet our requirements. LiveAgent's support team helped us to tailor the software to our needs as well
Petras Brinko profile photo

Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo
  • Client happiness indicator has improved dramatically
  • Response time is much lower
  • Due to knowledge base and other tools, we've reduced the number of tickets
Arnas Kazlauskas 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