HubSpot Service Hub vs. LiveAgent

I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.

Incentivized

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.

Incentivized

• It makes it easier for us to keep track of customer awareness and review in one spot.
• The great thing about how easy it is to use all of its fantastic tools.
• The ability to check customer retention.
• It's easy to track and measure the success of our organization's sales team.
• This is a fantastic all-in-one customer success suite that includes ticketing.

Incentivized

• 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.

• We've had some issues setting up the Client Portal functionality because we merged with another company and are still operating under two domains; Setting up the Client Portal could be easier or they could provide better support to help us work through it
• We've been able to do everything we need to do with HubSpot Service Hub

Incentivized

• 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.

Incentivized

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.

I'd give it a 9 or 10 for the survey functionality because that is what we use regularly. I left it at an eight because we don't yet have experience with some of the other functionalities within the ServiceHub. Based on our demos, the ticketing system and the ChatBot are great, and we look forward to adding them soon.

Incentivized

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.

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.

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.

HubSpot [Service Hub] had many integrations we needed to connect to our CRM, and the cost was just right from them VS the others. We had to look at all the features, and HubSpot CRM just had way more than the others and more bang for your buck. So the Service Hub was just a bonus with their CRM tools.

Incentivized

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!

• Easy to keep track of leads and track their journey into becoming a customer. For example, we can tell which leads open what emails and target people differently to help increase sales.
• Even though HubSpot Service Hub is very expensive, I do think it is worth the price because we can keep track of all leads/ customers very easy, track the customer journey, rework emails with AI, etc.
• HubSpot Service Hub also has reporting so you can track everything which helps to improve our sales

Incentivized

• 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.