51 Ratings
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Score 8.7 out of 100
Top Rated
133 Ratings
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Score 9.2 out of 100

Likelihood to Recommend

Freshdesk Messaging (Formerly Freshchat)

I would recommend Freshchat because it is very handy when it comes to handling and operating with a small team. I have always had a pretty smooth messaging experience with Freshchat and this is the basic reason why I am vouching for the product. In my opinion, it greatly helps in the promotion of brands due to amazing tracking features which help in telling your performance and facilitates in identifying the adequate leads for the brand, which in my opinion is extremely beneficial in the long run.
Nick Salerno | 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

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.0
Organize and prioritize service tickets
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.2
Expert directory
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.5
Subscription-based notifications
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.1
ITSM collaboration and documentation
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.2
Ticket creation and submission
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.6
Ticket response
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.5

Self Help Community

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.0
External knowledge base
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.8
Internal knowledge base
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.2

Multi-Channel Help

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.7
Customer portal
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.1
IVR
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.6
Social integration
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.3
Email support
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.6
Help Desk CRM integration
Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.0

Pros

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat has a well designed user interface which makes it easy to use for all users.
  • It is simple for everyone to use.
  • Freshchat has all the amazing features of contacting the customers in all-new ways to get more conversions and leads through communicating with them effectively.
Carol Aleman | 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

Freshdesk Messaging (Formerly Freshchat)

  • Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
  • The initial process of setting up a Freshchat account is a long one.
  • The billing is per member/month which can get expensive fast.
Elizabeth Cassidy | 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

Freshdesk Messaging (Formerly Freshchat)

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.3
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

Freshdesk Messaging (Formerly Freshchat)

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

Freshdesk Messaging (Formerly Freshchat)

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

Freshdesk Messaging (Formerly Freshchat)

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

Freshdesk Messaging (Formerly Freshchat)

I have a lot of software already in my organization which we are using to handle different processes in the organization, Freshchat easily gets integrated with them and gives me all in one platform to manage all of my activities on one platform which is great help for me. It is designed on such a great module that it can easily integrate with any other software.
Bella Castilla | TrustRadius Reviewer

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

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat incorporates with other informing and helps work area stages, including conspicuous suppliers like Zendesk, Slack, and Facebook Messenger.
  • Straightforward information investigation - Freshchat furnishes us with information measurements and examination in a streamlined and straightforward style, helpful for everybody to process, including individuals without an information investigation foundation.
  • It is a cost effective platform.
Maria Coelho | 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

Freshdesk Messaging (Formerly Freshchat)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15

Freshdesk Messaging (Formerly Freshchat) Editions & Modules

Edition
Growth$151
Pro$391
Enterprise$69.001
  1. Per Agent per month , billed annually
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

Freshdesk Messaging (Formerly Freshchat)
9.0
LiveAgent
9.5

Likelihood to Renew

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.3

Usability

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
8.0

Support Rating

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.3

Implementation Rating

Freshdesk Messaging (Formerly Freshchat)
LiveAgent
9.1

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