What users are saying about
8 Ratings
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Top Rated
124 Ratings
8 Ratings
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Score 5.8 out of 100

LiveAgent

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Top Rated
124 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.5 out of 100

Likelihood to Recommend

AliveChat

AliveChat is perfect for real-time communication with web visitors, especially when a business doesn't mind getting insight into the activities of people visiting their website. It favours websites whose users log in from multiple device formats like a pc, iPad, tablets, smartphones etc as AliveChat is able to provide a similar user experience across multiple devices. Overall, AliveChat is my suggested program for companies or startups seeking a helpdesk program for their website.
Chamakhe Maurieni | TrustRadius Reviewer

LiveAgent

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.
Maddie Porter | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

AliveChat
LiveAgent
8.9
Organize and prioritize service tickets
AliveChat
LiveAgent
9.3
Expert directory
AliveChat
LiveAgent
8.0
Subscription-based notifications
AliveChat
LiveAgent
9.0
ITSM collaboration and documentation
AliveChat
LiveAgent
8.0
Ticket creation and submission
AliveChat
LiveAgent
9.5
Ticket response
AliveChat
LiveAgent
9.4

Self Help Community

AliveChat
LiveAgent
9.1
External knowledge base
AliveChat
LiveAgent
8.8
Internal knowledge base
AliveChat
LiveAgent
9.3

Multi-Channel Help

AliveChat
LiveAgent
8.7
Customer portal
AliveChat
LiveAgent
9.2
IVR
AliveChat
LiveAgent
8.5
Social integration
AliveChat
LiveAgent
8.6
Email support
AliveChat
LiveAgent
9.4
Help Desk CRM integration
AliveChat
LiveAgent
8.0

Pros

AliveChat

  • Mobile compatibility - AliveChat has a dynamic user interface which makes its popup chat widget display and work perfectly on all devices - mobile and desktop. Thus web visitors get a complete experience no matter the device from which they use in accessing our website.
  • Analytic - AliveChat provides us with a dynamic set of website analytics that helps us in analyzing our progress or decline in a timely manner. With the analytics provided by AliveChat, we are able to monitor the number of visitors on the website at a particular time, the duration of which they have been on the website, the number of times they have been on the website in time past etc.
  • Feature packed - AliveChat is packed with features which makes the job of the customer care agents easier. For instance, with AliveChat it is very easy for an agent to transfer a web visitors chat to another agent that has better answers to the agent's query. We are also able to introduce short survey questions to web visitors, which they respond to before they begin chatting with a customer care rep.
Chamakhe Maurieni | TrustRadius Reviewer

LiveAgent

  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
Shelby Wischan | TrustRadius Reviewer

Cons

AliveChat

  • AliveChat keeps chat conversations open even after the web visitor has left the website. The chat remains open until an operator closes the chat and this can get very confusing on occasions.
  • With AliveChat, web visitors are not allowed to drop a message when no agent is online to chat with them. It would be nice if web visitors are able to open a support ticket in the case when no agent is online, so agents get to see it whenever they come back online.
Chamakhe Maurieni | TrustRadius Reviewer

LiveAgent

  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
Hammad Bin Idrees | TrustRadius Reviewer

Likelihood to Renew

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.2
Based on 4 answers
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Šarūnė Šaulytė | TrustRadius Reviewer

Usability

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 8.0
Based on 4 answers
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Luis McDonnell | TrustRadius Reviewer

Support Rating

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.3
Based on 28 answers
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Anonymous | TrustRadius Reviewer

Implementation Rating

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.1
Based on 6 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 | TrustRadius Reviewer

Alternatives Considered

AliveChat

No answers on this topic

LiveAgent

Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Federico Valverde Cabrera | TrustRadius Reviewer

Return on Investment

AliveChat

  • AliveChat has made it easy for us to track the effectiveness of our marketing campaigns. As the real-time number of visitors on the website gives us insights into the performance of ongoing campaigns.
  • AliveChat also makes it possible for us to have an idea of where our web visitors are coming from i.e. via the pre-chat survey form for instance. We are able to generate important data like how a web visitor got to know about us, their expectations when visiting our website etc.
  • AliveChat makes it easy for web visitors to get a real-time response to their questions, with a delay of probably a few seconds.
Chamakhe Maurieni | TrustRadius Reviewer

LiveAgent

  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Alissa Burch | TrustRadius Reviewer

Screenshots

Pricing Details

AliveChat

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

AliveChat Editions & Modules

Additional Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$151
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Rating Summary

Likelihood to Recommend

AliveChat
9.0
LiveAgent
9.5

Likelihood to Renew

AliveChat
LiveAgent
9.2

Usability

AliveChat
LiveAgent
8.0

Support Rating

AliveChat
LiveAgent
9.3

Implementation Rating

AliveChat
LiveAgent
9.1

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