What users are saying about
7 Ratings
39 Ratings
7 Ratings
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Score 7.7 out of 101
39 Ratings
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Score 9 out of 101

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 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

AliveChat
LiveAgent
9.7
Organize and prioritize service tickets
AliveChat
LiveAgent
9.8
Expert directory
AliveChat
LiveAgent
9.6
Subscription-based notifications
AliveChat
LiveAgent
8.9
ITSM collaboration and documentation
AliveChat
LiveAgent
9.7
Ticket creation and submission
AliveChat
LiveAgent
10.0
Ticket response
AliveChat
LiveAgent
10.0

Self Help Community

AliveChat
LiveAgent
8.5
External knowledge base
AliveChat
LiveAgent
9.0
Internal knowledge base
AliveChat
LiveAgent
8.0

Multi-Channel Help

AliveChat
LiveAgent
9.3
Customer portal
AliveChat
LiveAgent
10.0
IVR
AliveChat
LiveAgent
9.9
Social integration
AliveChat
LiveAgent
8.7
Email support
AliveChat
LiveAgent
10.0
Help Desk CRM integration
AliveChat
LiveAgent
8.1

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 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

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 profile photo

LiveAgent

  • The backend UI is pretty outdated. Even with their newer theme, it's still very much 2008-feeling
  • To add to that, there are many customer-facing chat widgets and forms that look so outdated. They really need to beef this up. While it's true that the chat widget can look beautiful, it takes a lot of work to get it that way.
  • It's got a fair bit of a learning curve if you're not as tech-savvy. And for those of us who are, it's still got a learning curve.
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Likelihood to Renew

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.1
Based on 2 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 profile photo

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 profile photo

Support

AliveChat

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 8.6
Based on 3 answers
LiveAgent's customer support is superb! They were able to resolve all issues we had with Live Agent integration and provided real-time solutions to the problems we had. We really appreciate their support in LiveAgent API integration. We are glad that we chose them. Keep rocking guys!
Merkys Maliukevicius profile photo

Implementation

AliveChat

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

AliveChat

No answers on this topic

LiveAgent

We used to use Facebook and Gmail to communicate with our customers but the amount of time it takes to coordinate with different customers through different platforms is just too much and our customers were angry since we cannot reply to them on time. Since we [started] using LiveAgent, everything has been much faster and our customer satisfaction has been increased significantly as their inquiries and follow-ups are replied to promptly.
Tony Phan profile photo

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 profile photo

LiveAgent

  • We are now able to measure our customers' satisfaction since they can leave feedback after chat / ticket is over
  • We can manage all the resources in one place (chat, emails, tickets, social media, knowledge base etc.)
  • By implementing tags, we now can see what are most common problems our customers fight with.
Petras Brinko profile photo

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
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$91
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

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