What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
120 Ratings
51 Ratings

LiveAgent

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
120 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.5 out of 100
51 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 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

Zoho Desk

As an educator in technology, many of my customers are not tech-savvy and they need a simple form they can fill in to start a support session and to have simple questions answered. Zoho Desk provides a system where the support person can record the issue and provide the solution by responding directly with the customer via a ticketing system. Once the problem is solved a resolution can be written and saved as an article for future reference as an education tool or self-support resource for subscribed customers.
David Cook | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveAgent
8.8
Zoho Desk
10.0
Organize and prioritize service tickets
LiveAgent
9.2
Zoho Desk
10.0
Expert directory
LiveAgent
7.9
Zoho Desk
10.0
Subscription-based notifications
LiveAgent
9.0
Zoho Desk
10.0
ITSM collaboration and documentation
LiveAgent
8.1
Zoho Desk
10.0
Ticket creation and submission
LiveAgent
9.5
Zoho Desk
10.0
Ticket response
LiveAgent
9.4
Zoho Desk
10.0

Self Help Community

LiveAgent
9.1
Zoho Desk
10.0
External knowledge base
LiveAgent
8.8
Zoho Desk
10.0
Internal knowledge base
LiveAgent
9.4
Zoho Desk
10.0

Multi-Channel Help

LiveAgent
8.7
Zoho Desk
10.0
Customer portal
LiveAgent
9.2
Zoho Desk
10.0
IVR
LiveAgent
8.4
Zoho Desk
Social integration
LiveAgent
8.6
Zoho Desk
Email support
LiveAgent
9.3
Zoho Desk
10.0
Help Desk CRM integration
LiveAgent
7.8
Zoho Desk
10.0

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

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
Anonymous | 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

Zoho Desk

  • Integration with email is not the smoothest
  • Escalation rules take into account weekends but not holidays
  • Reports can be a bit confusing
Anonymous | 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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

Zoho Desk 8.0
Based on 1 answer
Although it is rather straightforward to navigate I did not find it intuitive when I am in a customer support call. The in-call notetaking feels a little disjointed and distracting when you are trying to take notes on an existing ticket once it has been submitted. I like how you can link calls received on your phone to Zoho Desk when you have the app installed on your smartphone. It seems that every feature I would want with this support tool is available however I find I have to learn where they are how to find them. This can be seen as a good thing in a product so feature-rich and would be even better if it was seamless to use.
David Cook | TrustRadius Reviewer

Support Rating

LiveAgent

LiveAgent 9.3
Based on 28 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

Zoho Desk

Zoho Desk 10.0
Based on 1 answer
Zoho support, in general, has been very good and this would have to be extended to the Desk product as well. This is partly to do with the people hired to provide the support and you could say it is a good demonstration of the support software itself as it is used to provide the help when you ask for it.
David Cook | 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

Zoho Desk

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

Zoho Desk

Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty complete. Easy to train and use
María Fernanda Cruz | 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

Zoho Desk

  • It helped to reduce company's reponse time by letting employees when a new comunication started and who will handle it.
  • It helped to maintain private conversation between organization members to organize what to reply and do for customers.
  • Increased productivity by task assignment and keeping track of the organization data/processes
Miguel Useche | 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

Zoho Desk

General

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

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveAgent
9.5
Zoho Desk
7.9

Likelihood to Renew

LiveAgent
9.2
Zoho Desk

Usability

LiveAgent
8.0
Zoho Desk
8.0

Support Rating

LiveAgent
9.3
Zoho Desk
10.0

Implementation Rating

LiveAgent
9.1
Zoho Desk

Add comparison