What users are saying about
127 Ratings
Top Rated
326 Ratings
127 Ratings
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Score 8.9 out of 100
Top Rated
326 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    LiveChat

    Feature Set Not Supported
    N/A
    7.6

    Salesforce Service Cloud

    76%
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.3
    83%
    55 Ratings

    Expert directory

    N/A
    0 Ratings
    7.1
    71%
    40 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.1
    71%
    47 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Ticket response

    N/A
    0 Ratings
    8.0
    80%
    55 Ratings

    Self Help Community

    LiveChat

    Feature Set Not Supported
    N/A
    7.1

    Salesforce Service Cloud

    71%
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.3
    73%
    51 Ratings

    Multi-Channel Help

    LiveChat

    Feature Set Not Supported
    N/A
    7.8

    Salesforce Service Cloud

    78%
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.4
    74%
    39 Ratings

    IVR

    N/A
    0 Ratings
    7.3
    73%
    25 Ratings

    Social integration

    N/A
    0 Ratings
    7.9
    79%
    34 Ratings

    Email support

    N/A
    0 Ratings
    8.1
    81%
    56 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.1
    81%
    49 Ratings

    Attribute Ratings

    • LiveChat is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
    • Salesforce Service Cloud is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.9

    LiveChat

    89%
    43 Ratings
    8.1

    Salesforce Service Cloud

    81%
    62 Ratings

    Likelihood to Renew

    10.0

    LiveChat

    100%
    1 Rating
    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    Usability

    LiveChat

    N/A
    0 Ratings
    8.4

    Salesforce Service Cloud

    84%
    11 Ratings

    Availability

    LiveChat

    N/A
    0 Ratings
    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    Performance

    LiveChat

    N/A
    0 Ratings
    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    Support Rating

    7.3

    LiveChat

    73%
    6 Ratings
    7.4

    Salesforce Service Cloud

    74%
    29 Ratings

    Online Training

    LiveChat

    N/A
    0 Ratings
    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    Likelihood to Recommend

    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.
    Shafiq Ahmed | 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

    LiveChat

    • It allows to mange full customer support process to see how many customer care specialists online.
    • If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
    • It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
    • It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
    • It gives an opportunity to write direct messages to your clients when they are online.
    • It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.
    Tigran Petrosyan | 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

    LiveChat

    • Price point is a little on the high side, making it difficult for some small businesses to justify.
    • When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
    • Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.
    Mark DiNallo | 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

    LiveChat

    General

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

    Starting Price

    $0

    LiveChat Editions & Modules

    Edition
    Starter$161
    Team$331
    Busniess$501
    EnterpriseRequest Quote from Sales
    1. per seat/month
    2. none
    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

    LiveChat

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

    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

    LiveChat

    No score
    No answers yet
    No answers on this topic

    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

    LiveChat

    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

    LiveChat

    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

    LiveChat

    LiveChat 7.3
    Based on 6 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

    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

    Alternatives Considered

    LiveChat

    I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.
    Ashia Ackov | 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

    LiveChat

    • LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
    • It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
    • Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.
    Abimbola Kolor | 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

    Screenshots

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