What users are saying about
135 Ratings
Top Rated
326 Ratings
135 Ratings
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Score 8.8 out of 100
Top Rated
326 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • LiveAgent ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.7

LiveAgent

87%
7.6

Salesforce Service Cloud

76%
LiveAgent ranks higher in 6/6 features

Organize and prioritize service tickets

8.8
88%
52 Ratings
8.3
83%
55 Ratings

Expert directory

8.4
84%
44 Ratings
7.1
71%
40 Ratings

Subscription-based notifications

8.5
85%
41 Ratings
7.1
71%
47 Ratings

ITSM collaboration and documentation

7.9
79%
37 Ratings
7.2
72%
42 Ratings

Ticket creation and submission

9.4
94%
54 Ratings
8.0
80%
56 Ratings

Ticket response

9.3
93%
55 Ratings
8.0
80%
55 Ratings

Self Help Community

8.8

LiveAgent

88%
7.1

Salesforce Service Cloud

71%
LiveAgent ranks higher in 2/2 features

External knowledge base

8.7
87%
46 Ratings
6.8
68%
46 Ratings

Internal knowledge base

9.0
90%
44 Ratings
7.3
73%
51 Ratings

Multi-Channel Help

8.5

LiveAgent

85%
7.7

Salesforce Service Cloud

77%
LiveAgent ranks higher in 4/5 features

Customer portal

8.7
87%
50 Ratings
7.4
74%
39 Ratings

IVR

8.1
81%
26 Ratings
7.3
73%
25 Ratings

Social integration

8.2
82%
48 Ratings
7.9
79%
34 Ratings

Email support

9.4
94%
50 Ratings
8.0
80%
56 Ratings

Help Desk CRM integration

7.9
79%
43 Ratings
8.1
81%
49 Ratings

Attribute Ratings

  • LiveAgent is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Salesforce Service Cloud is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.4

LiveAgent

94%
113 Ratings
8.1

Salesforce Service Cloud

81%
62 Ratings

Likelihood to Renew

9.3

LiveAgent

93%
4 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

8.0

LiveAgent

80%
4 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

LiveAgent

N/A
0 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

LiveAgent

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

9.3

LiveAgent

93%
27 Ratings
7.4

Salesforce Service Cloud

74%
29 Ratings

Online Training

LiveAgent

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

Implementation Rating

9.1

LiveAgent

91%
6 Ratings

Salesforce Service Cloud

N/A
0 Ratings

Likelihood to Recommend

LiveAgent

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

Pros

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

Salesforce Service Cloud

  • 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.
Jonathan Tanis | TrustRadius Reviewer

Cons

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

Salesforce Service Cloud

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$15 per month

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$151
Ticket+Chat$291
All-inclusive$491
  1. per month
Additional Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$65 per month

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Likelihood to Renew

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

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

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

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

LiveAgent

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

LiveAgent

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

LiveAgent

LiveAgent 9.3
Based on 27 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

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Implementation Rating

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

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Salesforce Service Cloud

  • 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
Anonymous | TrustRadius Reviewer

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