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: LivePerson provides an omnichannel messaging platform. Customer communications are optimized and unified across all channels.

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.

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

How can Liveperson LiveEngage and Freshdesk Messaging enhance your Engagement Management process?

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.

"...Easy to engage and talk to customers about your product...." Peer review by Verified Reviewer, Computer Software

"...Visitors are more likely to engage from a channel if it looks good and offers a great experience...." Testimonial by Kyu Renegado, Head of Customer Happiness and Sales, Poundit

How can Liveperson LiveEngage and Freshdesk Messaging enhance your Helpdesk Management process?

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.

"...To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc ...." Peer review by Basiirat A., Customer Support Analyst, Entertainment

"...A step forward on unifying data and creating a true omnichannel helpdesk...." Peer review by George V, Marketing Manager

What benefits does Liveperson LiveEngage and Freshdesk Messaging offer 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.