What users are saying about

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

LiveChat

84 Ratings
Score 9.2 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
Eric Novikoff profile photo

LiveChat

REPORTS AND ANALYTICS: LiveChat provides companies and teams with important data analytics into the performance, strong points and weak points of the help desk team. It ensures we are able to work on ways to improve on our shortcomings, whilst consolidating on our strong points.MULTI LANGUAGE SUPPORT: At my previous place of work, the LiveChat multi language support came in handy. It allowed customer care agents to greet web visitors in over 45 languages, thus we were able to greet website visitors in their native tongue.
Rebecca Oguntula profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
LiveChat
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
LiveChat
Service restoration
Agiloft Flexible Service Desk Suite
10.0
LiveChat
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
LiveChat
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveChat
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
LiveChat

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
LiveChat
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
LiveChat
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
LiveChat

Change management

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

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
Don Ruxton profile photo
  • DAILY STAFF PREDICTION: This is a feature on LiveChat's chat report which predicts the number of agents we will need on a specific day, by leveraging on the number of chats we have had on that day over the past few weeks. This feature helps predict the number of agents we will need for that day to handle chats, without any need for a web visitor to go one queue.
  • FACEBOOK CHAT: This feature gives us place a chat feature on our Facebook fan page, thus enabling web visitors to our Facebook page to communicate with our support agents, without the need to visit our website.
  • RESPONSE TIME ANALYTIC: This feature helps measure the speed of our help desk team's response to customer queries. Giving us an insight into the average speed of a representative's first response in a chat and the average speed of all responses in a conversation. This assists us to measure how fast our representatives have been with customers conversations.
Rebecca Oguntula profile photo

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • AUDIO CALLS - It is gradually becoming a norm for LiveChat software to have an audio or conferencing feature. LiveChat currently hasn't adopted this on its program. Introducing this feature on LiveChat opens LiveChat users to a new world of possibilities and a much more improved experience too.
  • LIMITED MOBILE APP - The LiveChat app currently is far too limited, functionality wise. On the mobile app, customer care agents can only use it in chatting with web visitors. We are unable to respond to tickets via the app, neither are we able to customize agent profiles etc.
Deborah Ewenla profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
LiveChat10.0
Based on 1 answer
No answer on this topic is available.

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
No score
No answers yet
No answers on this topic

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
LiveChat8.2
Based on 1 answer
I have just found it difficult nailing a fault apart from the enterprise pricing.
Chamakhe Maurieni profile photo

Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
Deborah Ewenla profile photo

Return on Investment

  • We have been able to reduce the time to resolve service related issues drastically. We also use our system for account requests, assets management, software requests and handling confidential issues with added security and that table.
Don Ruxton profile photo
  • Livechat has helped us build our own customized analytics courtesy of its API; by allowing us to feed Livechat generated data into our in-house data infrastructure.
  • Livechat has enabled us to stay in touch with our customers every minute of the day. Even when our staff is offline; as customers can either talk to our Livechat Botengine or create a ticket to resolve any issues they have.
  • It has greatly reduced our churn rate as our support team is always online to direct customers who lose their way while on our website, towards the right direction.
Opeyewa Adeshogun 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

LiveChat

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
LiveChat Editions & Modules
LiveChat
Edition
Starter
$161
Team
$331
Busniess
$501
Enterprise
$1491
1. per seat/month
Additional Pricing Details