What users are saying about
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91 Ratings
15 Ratings
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Score 9.2 out of 101

LiveChat

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91 Ratings
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Score 9.2 out of 101

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

LiveChat is the one software I will recommend for website based customer support service.
I will also recommend this program for teams looking to cut their financial budget expended towards training new team members to use software.With a tool like LiveChat, there is very minimal training required before a team member is able to adequately take charge of the software. When compared to alternative support mediums like a support email or call center support, I will suggest a LiveChat backed app/website support for teams (small, medium, and large).This alternative is cheaper and makes it very easy for support agents to multi-task by addressing multiple web visitors at the same time.
Abimbola Kolor profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
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
9.7
LiveChat
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
LiveChat
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.8
LiveChat

ITSM asset management

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

Change management

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

Pros

Agiloft Flexible Service Desk Suite

  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
Steve Theroux profile photo

LiveChat

  • Chat is instant, fast reply and has appropriate geo-location.
  • LiveChat is easy to use and very convenient to have on our portal. This is due to faster assistance to our customers instead of them communicating via phone or Email that could take a little longer to get to. Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer service.
  • Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.
  • Our business (online web forms and databases) suggests that the guys from technical support have to communicate with dozens of clients every day. LiveChat helped us to set quality work in this direction. This program has a thoughtful functionality, and it allows me, as the owner of the company, to control employees. Our employees, in turn, have easily organized and configured communication with customers. Now the consultations are easy and painless.
No photo available

Cons

Agiloft Flexible Service Desk Suite

  • The wide range of the Agiloft software functionality can make it seem overwhelming to customize.
  • Currently, they offer a week-long, in-depth training class that would be more helpful to me if it was offered online as it is difficult to commit to being out of town for a week to attend the training.
Steve Theroux profile photo

LiveChat

  • I have got reservations about the VISITOR BANNING feature. This feature, while it has been handy for banning spammers, we have discovered that it only bans a visitors' IP address, thus such web visitor can simply access the website via another internet network IP without any obstacle. Maybe we can have a situation where a users' MAC address can be banned alongside the IP?
Florence Bawah profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite

Agiloft Flexible Service Desk Suite 8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo

LiveChat

LiveChat 10.0
Based on 1 answer
No answer on this topic is available.

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

LiveChat

No score
No answers yet
No answers on this topic

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

LiveChat

LiveChat 8.2
Based on 1 answer
I have just found it difficult nailing a fault apart from the enterprise pricing.
Chamakhe Maurieni profile photo

Alternatives Considered

Agiloft Flexible Service Desk Suite

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo

LiveChat

Deborah Ewenla profile photo

Return on Investment

Agiloft Flexible Service Desk Suite

  • We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
  • We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
  • We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.
Eric Novikoff profile photo

LiveChat

  • LiveChat has reduced the web visitor bounce rate on my organization's website. Rather than web visitors just making their conclusions with little data to help; Livechat ensures they can speak with an agent in real time before making the wrong conclusion.
  • LiveChat has saved us a lot in the financial resource. At the moment, the majority of issues and complaints by our customers are addressed via the Livechat medium which has proven to be far more efficient and cheaper in contrast to our call center support option.
  • LiveChat ensures we have a faster response time to queries and inquiries from our customers. Because it has got a low overhead cost, we have been able to recruit as many agents as possible to create a seamless experience for our customers. Also, we have leveraged on Livechat features such as "Bot engine" and "Canned responses" to improve the speed at which we respond to customer queries.
Anthonia Aveh 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

Add comparison