Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
LiveChat
Score 8.3 out of 10
Mid-Size Companies (51-1,000 employees)
LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them…
$20
per month per user
Pricing
FreshdeskLiveChat
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Starter
$20
per month, billed annually per user
Team
$41
per month, billed annually per user
Busniess
$59
per month, billed annually per user
Enterprise
Request Quote from Sales
Offerings
Pricing Offerings
FreshdeskLiveChat
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshdeskLiveChat
Considered Both Products
Freshdesk
Chose Freshdesk
In my opinion, Salesforce offers infinitely more customisation and integration opportunities than Freshdesk. That said, Freshdesk is a more straightforward user-friendly option that may be better suited to teams with less technical backing as its limited customisation …
LiveChat
Chose LiveChat
The software allowed us to leverage additional Sales Team activity from our web traffic - letting us increase engagement with customers and drive additional sales. The chat routing functions allowed me to segment traffic on particular pages to relevant parts of the sales team. …
Top Pros
Top Cons
Features
FreshdeskLiveChat
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.4
145 Ratings
6% above category average
LiveChat
-
Ratings
Organize and prioritize service tickets8.7141 Ratings00 Ratings
Expert directory8.195 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission8.8142 Ratings00 Ratings
Ticket response8.7142 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
130 Ratings
7% above category average
LiveChat
-
Ratings
External knowledge base8.4116 Ratings00 Ratings
Internal knowledge base8.3120 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.3
138 Ratings
8% above category average
LiveChat
-
Ratings
Customer portal8.2116 Ratings00 Ratings
IVR8.143 Ratings00 Ratings
Social integration8.572 Ratings00 Ratings
Email support8.7138 Ratings00 Ratings
Help Desk CRM integration8.284 Ratings00 Ratings
Best Alternatives
FreshdeskLiveChat
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskLiveChat
Likelihood to Recommend
8.7
(213 ratings)
8.1
(43 ratings)
Likelihood to Renew
9.8
(14 ratings)
10.0
(1 ratings)
Usability
8.9
(36 ratings)
-
(0 ratings)
Availability
9.1
(4 ratings)
-
(0 ratings)
Performance
8.5
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(34 ratings)
7.3
(3 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
7.9
(2 ratings)
-
(0 ratings)
Implementation Rating
8.4
(142 ratings)
-
(0 ratings)
Configurability
8.5
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.8
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskLiveChat
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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LiveChat
We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
Read full review
Pros
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
LiveChat
  • The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way.
  • The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use
  • Their integration between LiveChat and Chatbot is pretty seamless and since both of them are from the same company, it's works pretty well.
Read full review
Cons
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
LiveChat
  • It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents.
  • When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message.
  • Occasionally when you open a new tab, you might lose your current conversation.
Read full review
Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
Read full review
LiveChat
No answers on this topic
Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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LiveChat
No answers on this topic
Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
Read full review
LiveChat
No answers on this topic
Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
Read full review
LiveChat
No answers on this topic
Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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LiveChat
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
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In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
Read full review
LiveChat
No answers on this topic
Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Read full review
LiveChat
No answers on this topic
Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
Read full review
LiveChat
No answers on this topic
Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
Read full review
LiveChat
Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. Price points were similar as well, as well as the allowed number of users.
Read full review
Contract Terms and Pricing Model
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
Read full review
LiveChat
No answers on this topic
Scalability
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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LiveChat
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
LiveChat
  • We have a small team so the overall impact is that it is easy for one or two employees to handle a large number of tickets without hiring more people. Plus, you can use this software remotely, save a ton on traveling to and from and office.
Read full review
ScreenShots

LiveChat Screenshots

Screenshot of Chat Widget and Agent AppScreenshot of Customer detailsScreenshot of Traffic sectionScreenshot of ReportsScreenshot of Team managementScreenshot of Chat Widget customization