Overview: LiveAgent and freshdesk as Help Desk Category solutions.

LiveAgent and Freshdesk offer comprehensive help desk solutions with distinct strengths. LiveAgent excels in engagement management and sales integrations, ideal for enterprises focusing on customer relationships and market expansion. Freshdesk, with robust workflow and satisfaction measurement capabilities, suits organizations emphasizing internal communication and efficiency. Both products provide strong vendor support, yet cater to different user segments and industries, highlighting their unique operational alignments.

LiveAgent: LiveAgent offers simple customer support software for teams. Great customer service is achieved with better help desk tools, and setup takes just 5 minutes.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

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

Key Capabilities Supported

LiveAgent empowers businesses with helpdesk, engagement, and communication management, enabling effective customer relationship building. read more →

freshdesk offers helpdesk, workflow, and feedback management, supporting active customer satisfaction tracking and efficient processes. read more →

Business Goals

LiveAgent helps enhance customer relationships, acquire new customers, and improve digital presence. read more →

freshdesk is designed to enhance customer relationships, streamline communications, and scale best practices. read more →

Core Features

LiveAgent features robust integration options, custom reporting, and seamless data export, ideal for comprehensive data handling. read more →

freshdesk provides extensive integration, AI capabilities, and advanced custom reporting, catering well to data-driven operations. read more →

Vendor Support

LiveAgent offers diverse support options, including chat, email, and 24/7 availability, aligning with diverse operational requirements. read more →

freshdesk provides 24/7 support with extensive email and phone assistance, ideal for round-the-clock customer service needs. read more →

Segments and Industries

LiveAgent is popular among large enterprises, particularly in IT and software sectors, reflecting its adaptability for complex environments. read more →

freshdesk serves a wide range of segments, including large enterprises and education, highlighting its versatility across industries. read more →

Operational Alignment

LiveAgent fits well within large-scale operations, supporting intricate workflows and international expansion efforts. read more →

freshdesk integrates smoothly with varied operational scales, enhancing workflow management in diverse settings. 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

low

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high

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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

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Data

Data Export

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Data Import

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Support

Chat Support

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Email Support

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Phone 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 LiveAgent and freshdesk

What benefits does LiveAgent and freshdesk offer for Helpdesk Management?

LiveAgent and Freshdesk both offer helpdesk management features such as ticketing systems, live chat, and customer portals. LiveAgent provides more advanced features, including call center capabilities and integration with various communication channels, while Freshdesk emphasizes simplicity and ease of use, focusing on email-based ticketing and a user-friendly interface. Both systems have limitations, including cost concerns for paid plans.

"...When my websites started having bigger traffic, I knew I needed reliable helpdesk software...." Peer review by Verified Reviewer, Education

"...My favourite thing is the super prompt and super helpful customer support over chat and email...." Peer review by Kamna K., Business Strategy Manager, Consumer Electronics

How efficiently Does LiveAgent and freshdesk manage your Knowledge Management?

Liveagent and Freshdesk both allow for the creation and management of knowledge bases to provide customers with self-service support. Liveagent offers more customization options for its knowledge base, including white labeling and integration with other features. However, Liveagent lacks the ability to restrict access to the knowledge base for specific client groups. Freshdesk provides access control features for its knowledge base, but it offers fewer customization options. Both platforms include knowledge bases integrated with other support features, such as ticketing systems and chat.

"...The help section and Customer Service is really good when you have questions not in their knowledge base...." Peer review by Jason J., Marketing and Advertising

"...I love the quick and helpful customer service via chat and their knowledge base. ...." Peer review by ben g., Product Marketing, Computer Software

What makes LiveAgent and freshdesk ideal for Engagement Management?

Liveagent and Freshdesk both help companies manage customer engagement by tracking interactions and providing support through various channels. Liveagent allows agents to respond to inquiries from multiple channels using a single platform, while Freshdesk prioritizes managing ticket histories and coordinating responses. However, Liveagent requires users to set up automation and follow-up rules, while Freshdesk lacks dedicated follow-up functionality.

"...Managing customer service for multiple websites as a solo operation was a mess, juggling between inboxes and tracking requests and follow-up...." Peer review by Alexandre V, Project Manager

"...The chat feature is a great way to interact with our customers...." Peer review by Jude R

How does LiveAgent and freshdesk address your Communication Management Challenges?

Liveagent and Freshdesk both offer communication management features. Liveagent allows for communication via email, chat, and social media, while Freshdesk primarily focuses on email communication. Liveagent simplifies sending messages and storing requests, while Freshdesk allows for organizing customer service calls with notes. Liveagent has limitations in offline messaging and email sending capabilities, while Freshdesk has limitations with custom processes and content publishing.

"...Also you can set up rules like if ticket with this subject occurs, send an email to & assign ticket to etc...." Peer review by Lukáš K., ShareHappiness.cz