LiveAgent vs Salesforce Service Cloud

• 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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• Flexibility of data tracked, displayed, reported on, and customized.
• Single source of truth for support, implementations, sales and management.
• Ability to integrate through built-in app exchange and easy API.
• Reporting and emailed reports with direct links to drill down into data.
• Do virtually whatever you "need" to do.

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• 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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• Incredibly complex to set up and configure.
• Multiple points of potential failure.
• Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
• Front-facing community is extremely difficult to configure and comes with many limitations.
• No help is provided by Salesforce without expensive Premiere Support plans.
• Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.

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• 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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• While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
• Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
• We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

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