Overview: LiveAgent and Help Scout as Help Desk Category solutions.

LiveAgent is a comprehensive solution for managing customer interactions, excel in integration with various platforms and providing round-the-clock support. It's well-suited for large enterprises and the IT sector. In contrast, Help Scout focuses on workflow management and team collaboration, with features like training and onboarding. It caters to health and media industries and is ideal for businesses that rely on email communications.

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.

Help Scout: Help Scout's shared inbox, help center, and live chat software streamline customer communication management. Teams are equipped with essential tools for efficient service.

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

Key Capabilities Supported

LiveAgent excels in helpdesk management and knowledge management, supporting communication across various channels. read more →

Help Scout emphasizes helpdesk management and workflow collaboration, supporting team interactions and customer feedback. read more →

Business Goals

LiveAgent focuses on enhancing customer relationships and increasing sales, crucial for customer growth. read more →

Help Scout aims to acquire customers and improve internal communication, aligning with user retention goals. read more →

Core Features

LiveAgent offers robust integration, data import/export capabilities, and custom reporting tools. read more →

Help Scout provides training and onboarding features, along with analytics and custom reports to refine operations. read more →

Vendor Support

LiveAgent provides extensive support through 24/7 chat, email, and phone, catering to diverse customer needs. read more →

Help Scout offers training, onboarding, and 24/7 support, emphasizing customer readiness and ease of use. read more →

Segments and Industries

LiveAgent is popular among large enterprises and the IT sector, addressing complex operational needs. read more →

Help Scout serves the health and media industries, focusing on communication-driven sectors. read more →

Operational Alignment

LiveAgent fits seamlessly into enterprise workflows, supporting complex environments and customer management. read more →

Help Scout aligns well with small to mid-sized business operations, promoting team efficiency and customer interaction. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Migration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Chat Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Phone Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for LiveAgent and Help Scout

What solutions does LiveAgent and Help Scout provide for Helpdesk Management?

LiveAgent and Help Scout are both helpdesk management tools. LiveAgent provides a wider range of features, including live chat, phone calls, and social media integration, while Help Scout focuses primarily on email support. Help Scout emphasizes clean and efficient communication, while LiveAgent aims for comprehensive support across multiple channels. Both tools have limitations, with LiveAgent's pricing being a potential drawback and Help Scout lacking features for call centers or other customer service channels.

"...We use LiveAgent for chat support, help desk support and email support, and we have all the tickets together in LiveAgent...." Peer review by David J., Management Consulting

"...Helping customers with support tickets via email...." Peer review by Jeff Gipson

What solutions does LiveAgent and Help Scout provide for Knowledge Management?

Liveagent and Help Scout both allow users to create and maintain knowledge bases for customers and employees. Liveagent offers extensive customization options for its knowledge base, including white labeling. Both tools integrate knowledge base features with other support functionalities. However, Liveagent lacks the ability to restrict knowledge base access, while Help Scout has limitations in customization features.

"...The conversation can be made publicly available for others when searching our knowledge base (also integrated through LiveAgent)...." Peer review by Paul Ellul, Vice President, SpeakerMatch

"...We primarily use the system for both an internal and external knowledge base...." Peer review by Emily M, Director of Client Relations

What Are the key features of LiveAgent and Help Scout for Engagement Management?

Liveagent and Help Scout are similar because they both allow for communication with customers across multiple channels. Liveagent focuses on providing a centralized platform for managing interactions, while Help Scout prioritizes a personalized approach for customer service. Liveagent excels in providing automated follow-up mechanisms, while Help Scout offers tools for measuring customer satisfaction and providing feedback. However, Liveagent lacks pre-set rules and Help Scout has limited capabilities for exporting customer lists.

"...I like the ability to see who is online on my site and then be able to engage with them via chat...." Peer review by Arnie S, Consultant, Internet

"...Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile...." Peer review

What benefits does LiveAgent and Help Scout offer for Communication Management?

LiveAgent and Help Scout both enable communication management through email and messaging. LiveAgent offers features for managing social media interactions, live chat, and phone calls, while Help Scout focuses on email communication and tracking. However, Help Scout provides a stronger emphasis on customer experience, including comprehensive documentation and prompt support, while LiveAgent faces limitations in sending emails during online mode and experiences intermittent connectivity issues in certain locations.