Arena.im vs. LiveAgent

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Arena.im
Score 7.9 out of 10
N/A
Arena.im is a live chat, live blog, and content wall solution that can be embedded on a website, from the company of the same name headquartered in San Francisco. The solution avails an in-built customer data platform that enables users to activate individual marketing with centralized data and deliver real-time personal experiences to customers.
$99
per month
LiveAgent
Score 8.6 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
Arena.imLiveAgent
Editions & Modules
Professional
$99
per month 25,000 page views/month
Business
$249
per month 100,000 page views/month
Enterprise
Custom
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
Arena.imLiveAgent
Free Trial
NoYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscounts available for annual subscription.
More Pricing Information
Features
Arena.imLiveAgent
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Arena.im
-
Ratings
LiveAgent
7.8
59 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings8.056 Ratings
Expert directory00 Ratings7.947 Ratings
Subscription-based notifications00 Ratings6.942 Ratings
ITSM collaboration and documentation00 Ratings6.738 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.659 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Arena.im
-
Ratings
LiveAgent
9.7
52 Ratings
22% above category average
External knowledge base00 Ratings9.649 Ratings
Internal knowledge base00 Ratings9.747 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Arena.im
-
Ratings
LiveAgent
8.3
58 Ratings
8% above category average
Customer portal00 Ratings9.653 Ratings
IVR00 Ratings6.728 Ratings
Social integration00 Ratings8.050 Ratings
Email support00 Ratings7.754 Ratings
Help Desk CRM integration00 Ratings9.546 Ratings
Best Alternatives
Arena.imLiveAgent
Small Businesses
Gist
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Score 9.6 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
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Enterprises
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Genesys DX (discontinued)
Score 10.0 out of 10
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SAP Service Cloud
Score 8.7 out of 10
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User Ratings
Arena.imLiveAgent
Likelihood to Recommend
8.7
(3 ratings)
8.2
(117 ratings)
Likelihood to Renew
-
(0 ratings)
9.3
(4 ratings)
Usability
-
(0 ratings)
8.0
(4 ratings)
Support Rating
-
(0 ratings)
9.3
(24 ratings)
Implementation Rating
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
Arena.imLiveAgent
Likelihood to Recommend
Arena.im
It is well suited for situations where a chat solution can be embedded on a page. This instance requires minimal setup and allows you to add chat functionality to your site within minutes. I think it's less suited as an internal messaging tool- there are already other solutions like Slack that have cornered that market.
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QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
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Pros
Arena.im
  • Easy to set up
  • Easy to use
  • Cost efficient
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QualityUnit, LLC
  • 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.
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Cons
Arena.im
  • Offer a lower-priced subscription for smaller blogs and websites.
  • Provide a clearer way to see how many impressions have been used on the account so far.
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QualityUnit, LLC
  • 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.
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Likelihood to Renew
Arena.im
No answers on this topic
QualityUnit, LLC
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.
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Usability
Arena.im
No answers on this topic
QualityUnit, LLC
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.
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Support Rating
Arena.im
No answers on this topic
QualityUnit, LLC
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.
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Implementation Rating
Arena.im
No answers on this topic
QualityUnit, LLC
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.
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Alternatives Considered
Arena.im
We did not evaluate any other products as Arena.im fit our needs from the start.
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QualityUnit, LLC
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!
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Return on Investment
Arena.im
  • Allowed us to fulfill customer requirements
  • Saves us from developing it ourselves (build vs buy)
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QualityUnit, LLC
  • 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.
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ScreenShots

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable