LiveAgent stacks up against ZenDesk for SMB businesses
March 18, 2020

LiveAgent stacks up against ZenDesk for SMB businesses

Charlie Mason | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We used Zendesk for several years before we used LiveAgent, and Zendesk offers tons of options, which we appreciate. When you are launching a small business, you worry and dream of having tons of support request; many to buy your goods/services and/or something has gone wrong and you must provide support as quickly as possible to negate negative reviews... the truth, rarely will you need the tons of features and functions of large advance systems that cost a lot of money and as a small business most advance options don't apply. After having used ZD for years and being grandfathered in an old plan, we simply couldn't justify the cost as our website was easy to purchase from and our support request was few and far between.

Upon looking for an alternative to Zendesk, LiveAgent was more affordable, offered live chat, integrated with our e-commerce system, offers an Android/iOS app (as a small business, having the app allows for instant replies while on the go.), merge, transfers, etc. for a better price. Now, we all know that it's not always about price and while Zendesk is a huge company, we haven't had any major issues with LiveAgent and the extra money goes toward employee coffee or donuts, to keep them happy.

The minor issues, notifications to the app aren't 100%, support stated that they are working on a complete rebuild of the app for more functions and dependable notifications. Selecting a Support and Chat system is important but as a small business saving month fees of external service is vitally important.

My professional experience is that you won't be disappointed in LiveAgent when compared to Zendesk. Side Note: I checked the pricing of Zendesk as of March 8th, 2020 and they want $49/Agent PLUS additional fees for Chat, extra fees for this and that and API limits and more nickel and diming than I'm interested in! I understand that they are enterprise-focused now but as a small business, you don't need all of that for support, save your hard money for Sales, Market and to keep your employees happy!!
  • Support Ticketing System
  • Live Chat on ecommerce website
  • Customer Support from LiveAgent
  • On phone, app notifications need to be real-time
  • Saving money while providing the same level of support of more expense systems
  • Migrating from outside systems (Zendesk for us) into LiveAgent was smooth
  • Support was immediate and informative
We use it eCommerce and it works great!

Using LiveAgent

2 - Customer Support
  • Live Chat
  • Customer Support
  • Answer Twitter messages
  • Answering Facebook messages