Overview: Freshservice and LiveAgent as Help Desk Category solutions.

Freshservice excels in feature integration and operation within large enterprises, supporting seamless transitions and detailed analytics. LiveAgent, on the other hand, stands out with robust engagement tools emphasizing customer relationships and increased sales, favored by diverse industries including IT and internet services. Both products cater to large-scale helpdesk needs, but Freshservice offers a comprehensive approach for operational efficiency while LiveAgent focuses on enhancing customer interaction and communication channels.

Freshservice and LiveAgent: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Freshservice facilitates workflow management and customer feedback management while enabling detailed helpdesk and knowledge management. read more →

LiveAgent enhances communication management and customer feedback with extensive helpdesk and knowledge capabilities. read more →

Business Goals

Freshservice aims to enhance customer relationships and improve internal communications, focusing on scaling best practices. read more →

LiveAgent is designed to increase sales and acquire customers, emphasizing international market entry and improved digital presence. read more →

Core Features

Freshservice includes custom reports and integration features, excelling in data handling with robust security. read more →

LiveAgent offers standout integrations and effective data import capabilities, with a strong focus on compliance and analytics. read more →

Vendor Support

Freshservice provides 24/7 support through phone, email, and chat, catering to complex support needs. read more →

LiveAgent delivers comprehensive support, heavily favoring chat channels together with 24/7 availability. read more →

Segments and Industries

Predominantly suited for large enterprises and the IT sector, Freshservice is structured for diverse industries. read more →

LiveAgent is utilized widely by the internet and IT industries, benefiting large enterprises and mid-market segments. read more →

Operational Alignment

Designed for large-scale enterprises, Freshservice aligns with complex operations needing high feature integration. read more →

LiveAgent fits well with businesses requiring enhanced customer interaction channels and agile communication solutions. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

high

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low

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Integration Risk

medium

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

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Data Import

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Support

Phone Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Freshservice and LiveAgent

What makes Freshservice and LiveAgent ideal for Helpdesk Management?

Freshservice and LiveAgent both offer helpdesk management software. Freshservice focuses on ease of use and setup, while LiveAgent emphasizes its omnichannel approach, integrating live chat, ticketing, and call center features. Freshservice integrates with CRM, chat, and customer-facing help desk services, while LiveAgent offers integrations with various communication platforms including Twitter and Facebook. A limitation of both is the lack of robust integration with specific business tools.

"...- we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site...." Peer review by Abdul S, Team Lead

"...It was a good decision, I recommend LiveAgent live chat + helpdesk app to every online business...." Peer review by Administrator

What benefits does Freshservice and LiveAgent offer for Knowledge Management?

Both Freshservice and Liveagent offer knowledge base features for managing customer information. Freshservice excels in providing a comprehensive knowledge base that integrates seamlessly with other support features like tickets and forums. Liveagent stands out with its robust customization options, allowing businesses to tailor the knowledge base to their specific brand and needs. However, neither tool fully addresses the need for restricted access to knowledge base content, a limitation that may hinder certain business strategies.

"...Support tickets, feedback forums, knowledge bases and metrics are all features of this tool. . . ...." Peer review by Alexis C., Information Technology and Services

"...It allows for complete white labeling and customization of the knowledge base, chat, and emails that get sent to customers/clients...." Peer review by C-Level Executive in Marketing

How efficiently Does Freshservice and LiveAgent manage your Engagement Management?

Freshservice and LiveAgent both encourage customer engagement through ticket management systems. Freshservice focuses on managing internal IT requests, while LiveAgent emphasizes multi-channel customer interaction through live chat and email. Both tools offer follow-up functionality for customer inquiries. However, LiveAgent’s follow-up system requires more manual configuration, while Freshservice lacks comprehensive follow-up capabilities.

"...There support is awesome, they help you and keep followup until the issue is not resolved...." Peer review by Shain, ReBiz

"...Every engagement with our customers, whether it is through online chat on our website or on social media such as Facebook and Twitter is recorded and measured to ensure customer satisfaction...." Peer review by Tony Phan, Country Manager, Weshop Philippines