Overview: Liveperson LiveEngage and Freshdesk Messaging as Live Chat Category solutions.

Liveperson LiveEngage and Freshdesk Messaging both cater to the Live Chat space but are suited for different operational needs. Liveperson LiveEngage focuses on security and integration with robust support, making it ideal for enterprises needing data management. Freshdesk Messaging emphasizes engagement and analytics with extensive channel and industry support, aligning well with businesses focusing on customer interaction and satisfaction.

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

Liveperson LiveEngage

Key Capabilities Supported

Liveperson LiveEngage excels in engagement management and contact list management, useful for enterprises focusing on comprehensive customer interaction and follow-ups. read more →

Freshdesk Messaging supports engagement and helpdesk management, catering to businesses looking to enhance customer support and communication. read more →

Business Goals

Liveperson LiveEngage targets increasing sales, enhancing customer relationships, and acquiring customers, which aligns with companies aiming for growth through customer engagement. read more →

Freshdesk Messaging aims to enhance customer relationships and improve brand engagement, suiting businesses focused on building strong customer connections. read more →

Core Features

The core features of Liveperson LiveEngage include AI-powered solutions and strong integration, fitting companies valuing advanced analytics and seamless data handling. read more →

Freshdesk Messaging offers robust analytics and AI capabilities, supporting users needing comprehensive data insights and custom reporting. read more →

Vendor Support

Liveperson LiveEngage offers diverse support options, such as 24/7 support and chat support, which is beneficial for enterprises requiring round-the-clock assistance. read more →

Freshdesk Messaging provides extensive 24/7 support and training, ideal for large businesses needing consistent help and onboarding solutions. read more →

Segments and Industries

Liveperson LiveEngage serves enterprises, including large enterprises and mid-market segments, within computer software and IT industries. read more →

Freshdesk Messaging is popular among large enterprises and consumer services industries, indicating its strength in handling vast customer bases. read more →

Operational Alignment

Designed to integrate smoothly into enterprise workflows, Liveperson LiveEngage supports complex operations with a focus on securing privacy and data management. read more →

Freshdesk Messaging fits well in varied business environments, particularly those needing to improve customer satisfaction and streamline communications via multiple channels. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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medium

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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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 Import

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Data Export

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Support

Chat Support

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Phone Support

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24/7 Support

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Email 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 Liveperson LiveEngage and Freshdesk Messaging

What solutions does Liveperson LiveEngage and Freshdesk Messaging provide for Engagement Management?

Both Liveperson Liveengage and Freshdesk Messaging help businesses engage with customers and prospects. Liveperson Liveengage focuses on providing a platform for real-time customer interactions, offering tools for measuring operational performance. Freshdesk Messaging emphasizes the ability to engage customers across various channels, including social media and mobile apps. A key limitation is that both tools can require time to maximize their benefits.

"...LivePerson helps address customer confusion on the website and to follow up on already placed orders...." Peer review by Kayla Volland, Customer Service Representative, Signature Announcements

"...According to the vendor, key benefits include the ability to: Convert website visitors into leads with advanced event-targeting messaging Automate lead capture, validate responses, and auto-upload leads into the CRM with bots Send contextual messages with events timeline, messaging history, user information, and link to social profiles Use SmartPlugs to pull data from external tools like order management systems or CRM apps Onboard, retain, and re-engage users inside the product with in-app campaigns Categorize conversations into topic based channels to keep messages continuous and accessible Help from inside the messenger with an integrated FAQ section, search bar, and support in 30+ languages Categories: Customer Success , Live Chat...." Peer review

How does Liveperson LiveEngage and Freshdesk Messaging address your Helpdesk Management Challenges?

Liveperson Liveengage and Freshdesk Messaging are similar in that they both provide helpdesk solutions with integrations to other systems. Liveperson Liveengage is used in call centers, while Freshdesk Messaging focuses on instant communication and unifying data for a comprehensive helpdesk experience. However, Freshdesk Messaging users have reported difficulty with initial configurations and a lack of seamless integration with other Freshworks services. Both solutions offer mobile-friendly interfaces, although Liveperson Liveengage excels in segmentation capabilities for web visitors.

"...On my organization ,LiveEngage has gone beyond just being an help-desk solution...." Peer review by Sanju P, Systems Engineer, Information Technology and Services

"...Freshchat makes a great addition to your help desk allowing you to interact with your customers in real time...." Peer review by Kris H, Support Manager, Computer Software

What Are the key features of Liveperson LiveEngage and Freshdesk Messaging for Customer Feedback Management?

Both Liveperson Liveengage and Freshdesk Messaging collect customer feedback and measure customer satisfaction (CSAT). Liveperson Liveengage provides real-time feedback through surveys and post-chat evaluations, while Freshdesk Messaging integrates feedback within its platform, allowing for analysis and routing. Both tools prioritize customer satisfaction through targeted engagement, however, both tools have limitations in their ability to consistently maintain high CSAT scores.