102 Ratings
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Score 9.1 out of 100
Top Rated
201 Ratings
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Score 8 out of 100

Likelihood to Recommend

LiveChat

LiveChat is the one software I will recommend for website based customer support service.
I will also recommend this program for teams looking to cut their financial budget expended towards training new team members to use software.With a tool like LiveChat, there is very minimal training required before a team member is able to adequately take charge of the software. When compared to alternative support mediums like a support email or call center support, I will suggest a LiveChat backed app/website support for teams (small, medium, and large).This alternative is cheaper and makes it very easy for support agents to multi-task by addressing multiple web visitors at the same time.
Abimbola Kolor | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Carl Elliott | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Organize and prioritize service tickets
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Expert directory
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.1
Subscription-based notifications
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
6.9
ITSM collaboration and documentation
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.0
Ticket creation and submission
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Ticket response
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.3

Self Help Community

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.7
External knowledge base
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.6
Internal knowledge base
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.7

Multi-Channel Help

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.9
Customer portal
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.5
IVR
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Social integration
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Email support
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Help Desk CRM integration
LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
8.0

Pros

LiveChat

  • Chat is instant, fast reply and has appropriate geo-location.
  • LiveChat is easy to use and very convenient to have on our portal. This is due to faster assistance to our customers instead of them communicating via phone or Email that could take a little longer to get to. Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer service.
  • Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.
  • Our business (online web forms and databases) suggests that the guys from technical support have to communicate with dozens of clients every day. LiveChat helped us to set quality work in this direction. This program has a thoughtful functionality, and it allows me, as the owner of the company, to control employees. Our employees, in turn, have easily organized and configured communication with customers. Now the consultations are easy and painless.
Anonymous | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
Anonymous | TrustRadius Reviewer

Cons

LiveChat

  • I have got reservations about the VISITOR BANNING feature. This feature, while it has been handy for banning spammers, we have discovered that it only bans a visitors' IP address, thus such web visitor can simply access the website via another internet network IP without any obstacle. Maybe we can have a situation where a users' MAC address can be banned alongside the IP?
Florence Bawah | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Likelihood to Renew

LiveChat

LiveChat 10.0
Based on 1 answer
No answer on this topic is available.

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
Based on 9 answers
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
Anonymous | TrustRadius Reviewer

Usability

LiveChat

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 4 answers
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Mig Ponce | TrustRadius Reviewer

Support Rating

LiveChat

LiveChat 7.4
Based on 3 answers
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.
Michelle Penix | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 8.1
Based on 12 answers
Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job
Kristine Tannert | TrustRadius Reviewer

Implementation Rating

LiveChat

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 8 answers
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
Anonymous | TrustRadius Reviewer

Alternatives Considered

LiveChat

These products don't load on the user's own web site and aren't as easy to use as LiveChat. We've been happy with Livechat and really haven't explored other options that much because it just works well. I wish there was a free open source product that worked well that we could replace it with though.
Jason Shindler | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Ray Hirte | TrustRadius Reviewer

Return on Investment

LiveChat

  • LiveChat has been so effective that we really do not have any other formal means of reaching out to my team except LiveChat. To think LiveChat costs us just 33$ every other month is an entrepreneurs dream as we would have expended more than twenty times that amount to even manage a two-man call center team.
  • LiveChat has successfully helped us grow our mailing list on a daily basis. We have always integrated our Livechat to our marketing software - MailChimp and this has made it easy to add new website visitors to our MailChimp newsletter list automatedly.
CYNTHIA AVEH | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

LiveChat

General

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

LiveChat Editions & Modules

Edition
Starter$161
Team$331
Busniess$501
Enterprise$1491
  1. per seat/month
Additional Pricing Details

Oracle CX Service (formerly Oracle Service Cloud)

General

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

Oracle CX Service (formerly Oracle Service Cloud) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveChat
9.4
Oracle CX Service (formerly Oracle Service Cloud)
7.8

Likelihood to Renew

LiveChat
10.0
Oracle CX Service (formerly Oracle Service Cloud)
9.9

Usability

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Reliability and Availability

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
10.0

Performance

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Support Rating

LiveChat
7.4
Oracle CX Service (formerly Oracle Service Cloud)
8.1

In-Person Training

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Implementation Rating

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Scalability

LiveChat
Oracle CX Service (formerly Oracle Service Cloud)
10.0

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