LivePerson Conversation Cloud (LiveEngage) vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
LivePerson Conversation Cloud (LiveEngage)
Score 8.5 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Considered Both Products
LivePerson Conversation Cloud (LiveEngage)
Chose LivePerson Conversation Cloud (LiveEngage)
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access …
Zendesk Suite

No answer on this topic

Top Pros
Top Cons
Features
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
Best Alternatives
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Conversica
Conversica
Score 9.4 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
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User Ratings
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Likelihood to Recommend
8.0
(14 ratings)
8.3
(147 ratings)
Likelihood to Renew
10.0
(10 ratings)
10.0
(40 ratings)
Usability
-
(0 ratings)
6.9
(20 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
LivePerson Conversation Cloud (LiveEngage)Zendesk Suite
Likelihood to Recommend
LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
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Pros
LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
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Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
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Cons
LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
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Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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Likelihood to Renew
LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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Usability
LivePerson
No answers on this topic
Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
LivePerson
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
LivePerson
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
LivePerson
No answers on this topic
Zendesk
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.
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Online Training
LivePerson
No answers on this topic
Zendesk
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.
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Implementation Rating
LivePerson
No answers on this topic
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered
LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
Read full review
Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
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Return on Investment
LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
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ScreenShots

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations