Overview: Livechat and Freshdesk Messaging as Live Chat Category solutions.

Livechat and Freshdesk Messaging both offer live chat solutions, yet cater to different user needs. Livechat excels with comprehensive helpdesk and engagement management capabilities, ideal for large enterprises with goals focused on customer relationship enhancement and sales. Freshdesk Messaging, on the other hand, is more suited for enterprises seeking strong engagement features with an emphasis on smaller to mid-market sectors, particularly in consumer and financial services. Both products offer extensive support, but Livechat's diverse channel offerings make it more adaptable to varied operational workflows.

Livechat: LiveChat is an all-in-one live chat app for e-commerce to support and sell simultaneously. Trusted by over 37,000 businesses, a free trial can be started today.

Freshdesk Messaging: Freshdesk Messaging is a modern software for teams to excel in customer conversations across various digital channels using AI and human assistance. It offers smart self-service, unified inbox, and proactive messaging.

Livechat and Freshdesk Messaging: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Livechat facilitates helpdesk management and engagement management, crucial for businesses needing to streamline customer interactions and maintain comprehensive contact lists. read more →

Freshdesk Messaging focuses on engagement management and helpdesk activities, supporting businesses in efficiently following up and managing customer communication. read more →

Business Goals

Livechat is aligned with enhancing customer relationships and acquiring customers, supporting enterprises in their quest to increase sales and improve brand engagement. read more →

Freshdesk Messaging aids in enhancing customer relationships and acquiring customers, aligning well with businesses focused on internal communications and moderate sales growth. read more →

Core Features

Livechat stands out with features like extensive analytics, integration capabilities, and customizable reports, catering to users requiring detailed performance insights and data management. read more →

Freshdesk Messaging offers strong integration capabilities and analytics, suited for users needing efficient data export and AI-powered assistance for smoother customer service operations. read more →

Vendor Support

Livechat provides 24/7 support along with phone and email options, meeting the needs of users requiring constant availability and decisive assistance. read more →

Freshdesk Messaging offers 24/7 chat and email support, with a focus on training and onboarding, ideal for users needing hands-on guidance. read more →

Segments and Industries

Livechat caters predominantly to large enterprises and retail, appealing to users in need of a robust system for managing vast customer networks and interactions. read more →

Freshdesk Messaging serves consumer and financial services primarily, attracting mid-market enterprises that prioritize customer interaction in these dynamic industries. read more →

Operational Alignment

Livechat integrates seamlessly into workflows of large businesses, with a flexible approach to managing communications via chat, websites, and phone calls. read more →

Freshdesk Messaging fits well into the operational environment of smaller to mid-sized enterprises, especially those engaging with customers through chat, websites, and social media. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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medium

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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low

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Migration Risk

low

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low

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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

Email Support

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Phone Support

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24/7 Support

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Chat 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 Livechat and Freshdesk Messaging

How does Livechat and Freshdesk Messaging facilitate Helpdesk Management?

Livechat and Freshdesk Messaging both offer features for helpdesk management. Livechat excels at communication with web visitors, enabling file sharing, chat transcripts, and social media integration. Freshdesk Messaging focuses on seamless integration with existing helpdesk systems, allowing for unified data management and omnichannel support. Both have limitations, such as Livechat's automated messaging not being customizable and Freshdesk Messaging's collaboration with other Freshworks services not being fully seamless.

"...LiveChat's tagging feature enables us to maximize data generated from the helpdesk teams exchanges with web visitors...." Peer review by Rosemary Nkonde, Helpdesk Analyst, Genpact

"...We have a helpdesk, the Freshchat helps the customer avoid opening unnecessary tickets...." Peer review by Consultant

What benefits does Livechat and Freshdesk Messaging offer for Engagement Management?

LiveChat and Freshdesk Messaging both allow businesses to engage with customers on their websites and other channels. LiveChat focuses on proactive engagement using eye-catching visuals, while Freshdesk Messaging emphasizes automation and integration with other tools. Both tools provide ways to follow up with customers, but LiveChat offers more direct customer interaction, while Freshdesk Messaging focuses on lead generation and automation. One limitation of both tools is that they may require additional technical setup or integration with existing systems.

"...With our official website, we facilitate to use LiveChat for direct customer interactions...." Peer review by Apeksha J., Product Development - Designer, Apparel & Fashion

"...Freshdesk Messaging helps us meet and engage our customers where they are, on the channels they are on...." Testimonial by Michael Hopkins, VP Sales and Service, Blue Nile

What makes Livechat and Freshdesk Messaging ideal for Communication Management?

Livechat and Freshdesk Messaging both allow customers to communicate with businesses through chat, reducing the need for emails or phone calls. Livechat provides a feature that allows agents to see what customers are typing before they send a message, giving insights into their needs. Freshdesk Messaging offers automated message sending, data integration, and multilingual support, enhancing communication efficiency and lead capture.

"...They like it better than sending an email or calling...." Peer review by Armando Sandoval Pardo

"...The interaction and communication with clients is now more constant and effective...." Peer review by Imelia B, Commercial Marketing Specialist

How does Livechat and Freshdesk Messaging address your Customer Feedback Management Challenges?

LiveChat and Freshdesk Messaging both provide customer feedback management capabilities. LiveChat offers comprehensive reports, including chat satisfaction metrics and agent activity, while Freshdesk Messaging focuses on customer satisfaction scores and routing features. Both tools allow for gathering customer feedback through surveys and chat interactions. However, the limitations in data analysis, such as the lack of hourly insights in LiveChat and occasional CSAT failures in Freshdesk Messaging, should be considered.

"...This tool provides with basic statistic about our helpdesk like number of new tickets created by customers , customer ticket satisfaction , ticket response time , number of solved tickets , ticket resolution time , ticket source etc...." Peer review by Abiola A, Analyst, Consumer Goods

"...It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address...." Peer review by Verified Reviewer, Events Services