What users are saying about
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Top Rated
111 Ratings
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Top Rated
597 Ratings

LiveAgent

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Top Rated
111 Ratings
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Score 9.5 out of 100

Zendesk

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Top Rated
597 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

LiveAgent

LiveAgent is well-suited for having a range of members in a company online and having the opportunity to utilize their strengths for the greater good of the customer's experience and the company's overall success. Bus2alps has customer service representatives online to work with guests who have already purchased our trips and have questions about their upcoming experiences. We also have sales representatives online who are able to work with guests who are searching for trips but haven't booked with us yet, and they are the experts with our products and with making sales. We also have members of our guide team who operate the trips online, so when guests have a specific question about an upcoming trip that the customer service team may not know, LiveAgent's ability to transfer a chat to another online agent has proven incredibly useful in answering the guest's query as quickly and accurately as possible. Our customers are receiving comprehensive, dynamic service to meet their needs.
Shelby Wischan | TrustRadius Reviewer

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveAgent
9.2
Zendesk
8.2
Organize and prioritize service tickets
LiveAgent
9.2
Zendesk
8.7
Expert directory
LiveAgent
8.5
Zendesk
7.6
Subscription-based notifications
LiveAgent
9.6
Zendesk
7.6
ITSM collaboration and documentation
LiveAgent
8.9
Zendesk
8.0
Ticket creation and submission
LiveAgent
9.5
Zendesk
8.9
Ticket response
LiveAgent
9.5
Zendesk
8.7

Self Help Community

LiveAgent
8.7
Zendesk
7.7
External knowledge base
LiveAgent
8.5
Zendesk
7.8
Internal knowledge base
LiveAgent
9.0
Zendesk
7.5

Multi-Channel Help

LiveAgent
9.0
Zendesk
8.1
Customer portal
LiveAgent
9.4
Zendesk
7.6
IVR
LiveAgent
9.3
Zendesk
8.3
Social integration
LiveAgent
9.2
Zendesk
8.3
Email support
LiveAgent
9.4
Zendesk
8.3
Help Desk CRM integration
LiveAgent
8.0
Zendesk
8.2

Pros

LiveAgent

  • It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
  • Low on pricing.
  • You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
  • The user-friendly application.
Hammad Bin Idrees | TrustRadius Reviewer

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | TrustRadius Reviewer

Cons

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul | TrustRadius Reviewer

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | TrustRadius Reviewer

Likelihood to Renew

LiveAgent

LiveAgent 9.2
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

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | 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

Zendesk

Zendesk 8.3
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

LiveAgent

LiveAgent 9.1
Based on 19 answers
Our needs are very minimal, and LiveAgent meets our needs very well. We take comfort in knowing that as we expand, we have a resource that has the features we can take advantage of in the future without jumping over to another platform.
Brian 🎬 Kelly | TrustRadius Reviewer

Zendesk

Zendesk 6.8
Based on 25 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

LiveAgent

LiveAgent 9.1
Based on 4 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

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | TrustRadius Reviewer

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

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | TrustRadius Reviewer

Return on Investment

LiveAgent

  • Have kept dozens of customers who would have likely refunded without proper support that LiveAgent made easy to provide.
  • I have been able to track customer contact history over time to provide better support, which has lead to great reviews and more sales.
Drew Harrison | TrustRadius Reviewer

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Screenshots

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
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$91
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveAgent
9.6
Zendesk
7.8

Likelihood to Renew

LiveAgent
9.2
Zendesk
10.0

Usability

LiveAgent
8.0
Zendesk
8.3

Reliability and Availability

LiveAgent
Zendesk
8.6

Performance

LiveAgent
Zendesk
8.0

Support Rating

LiveAgent
9.1
Zendesk
6.8

In-Person Training

LiveAgent
Zendesk
10.0

Online Training

LiveAgent
Zendesk
7.9

Implementation Rating

LiveAgent
9.1
Zendesk
9.0

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