Hiver vs LiveAgent (2024 Comparison)
Hiver offers seamless Gmail integration, making email management efficient and intuitive. It's perfect for teams focused on email communication, providing a user-friendly interface and robust task management features.
- Seamless Gmail integration
- Efficient email management
- User-friendly interface
- Limited live chat features
- No call center capabilities
Free plan?
YesStarting price
$19 per month per user
LiveAgent provides a comprehensive suite of support features, including live chat and call center capabilities. It's ideal for businesses seeking an all-in-one solution with extensive integrations and robust customer support tools.
- Comprehensive support features
- Robust live chat
- Extensive integrations
- Less intuitive for Gmail users
- Higher learning curve
Free plan?
YesStarting price
$15 per month per userWhat is Hiver?
Hiver is a collaborative email management tool designed to streamline team communication and enhance productivity. It integrates seamlessly with Gmail, allowing teams to manage shared inboxes, assign tasks, and track email status without leaving their inbox. Hiver helps businesses improve customer support and internal communication by providing features like email delegation, notes, and analytics. It is particularly beneficial for teams that rely heavily on email for daily operations, offering a more organized and efficient way to handle customer queries and internal requests.
What is LiveAgent?
LiveAgent is a comprehensive help desk software that offers a suite of tools for managing customer support across multiple channels. It provides features like ticketing, live chat, call center, and social media integration, enabling businesses to deliver exceptional customer service. LiveAgent helps companies streamline their support processes, improve response times, and enhance customer satisfaction. It's ideal for businesses looking to centralize their support operations and provide a seamless customer experience across various communication platforms.
Pros and Cons of Hiver vs LiveAgent
Pros & Cons of Hiver
- Hiver integrates directly with Gmail, providing a seamless experience for users already familiar with Google's ecosystem. This integration allows for efficient email management without the need to switch platforms.
- Hiver excels in managing shared inboxes, allowing teams to assign tasks, track email status, and collaborate effectively. This feature is particularly beneficial for teams that rely heavily on email communication.
- Hiver's interface is intuitive and easy to navigate, making it accessible for users of all skill levels. Its simplicity ensures that teams can quickly adapt and start using the tool effectively.
- Hiver lacks dedicated live chat capabilities, which may be a drawback for businesses looking to engage with customers in real-time. This limitation makes it less suitable for companies prioritizing live customer support.
- Hiver does not offer call center functionalities, which can be a disadvantage for businesses requiring integrated phone support. Companies with phone support needs may need to look elsewhere for a comprehensive solution.
Pros & Cons of LiveAgent
- LiveAgent offers a wide range of support features, including ticketing, live chat, and call center capabilities. This comprehensive suite makes it an ideal choice for businesses looking for an all-in-one support solution.
- LiveAgent's live chat features are top-notch, providing businesses with tools to engage customers in real-time. Customizable chat widgets and proactive chat invitations enhance customer interaction and satisfaction.
- LiveAgent supports a wide range of integrations, allowing businesses to connect with various tools and platforms. This flexibility makes it a versatile choice for companies using multiple software solutions.
- LiveAgent may not be as intuitive for users accustomed to Gmail's interface. The broader range of features can require a learning curve, especially for teams transitioning from a Gmail-centric workflow.
- Due to its extensive feature set, LiveAgent can have a steeper learning curve for new users. Businesses may need to invest time in training to fully leverage its capabilities.
Hiver vs LiveAgent: At A Glance
Value to Price
When it comes to value for money, LiveAgent slightly edges out Hiver. LiveAgent offers a more comprehensive suite of features for a similar price point, making it a better choice for businesses looking for an all-in-one solution. Hiver, while slightly less feature-rich, still provides excellent value for teams focused on email management.
Ease of Use
Both Hiver and LiveAgent are user-friendly, but Hiver's integration with Gmail makes it particularly intuitive for teams already using Google's ecosystem. LiveAgent, while easy to navigate, may require a bit more time to get accustomed to due to its broader range of features. If you're looking for a tool that integrates seamlessly with Gmail, Hiver is the way to go.
Functionality
LiveAgent offers a wider range of functionalities, including live chat, call center, and social media integration, making it a more versatile tool for customer support. Hiver, on the other hand, excels in email management and collaboration, making it ideal for teams that rely heavily on email communication. If your business requires multi-channel support, LiveAgent is the better choice.
Scalability
Both tools are scalable, but LiveAgent's extensive feature set makes it more suitable for growing businesses with diverse support needs. Hiver is perfect for teams that primarily use email and need a tool that grows with their email management needs. If your business plans to expand its support channels, LiveAgent is the more scalable option.
Integrations
LiveAgent offers a broader range of integrations, making it a more flexible choice for businesses using various tools. Hiver's integration with Gmail is seamless, but it lacks the extensive integration options that LiveAgent provides. If your business relies on multiple software solutions, LiveAgent's integration capabilities make it the better choice.
Customer Support
Both Hiver and LiveAgent offer excellent customer support, but LiveAgent's 24/7 availability gives it a slight edge. Hiver provides reliable support during business hours, making it suitable for teams that operate within standard working hours. If round-the-clock support is crucial for your business, LiveAgent is the better option.
Security
Security is a priority for both tools, with Hiver offering robust security features due to its integration with Gmail. LiveAgent also provides strong security measures, but Hiver's reliance on Google's infrastructure gives it a slight advantage. If security is a top concern, Hiver's integration with Gmail makes it a secure choice.
Overall Rating
Overall, LiveAgent scores higher due to its comprehensive feature set and versatility. Hiver is an excellent choice for teams focused on email management, but LiveAgent's broader capabilities make it a more well-rounded tool for businesses with diverse support needs. If you're looking for an all-in-one solution, LiveAgent is the better option.
Hiver vs LiveAgent: A Detailed Breakdown of Key Features
Email Management
Hiver excels in email management, offering seamless integration with Gmail that allows teams to manage shared inboxes efficiently. You can assign tasks, track email status, and collaborate directly within your inbox. LiveAgent, while offering email management, doesn't integrate as deeply with Gmail, making Hiver the better choice for teams heavily reliant on email communication.
Live Chat
LiveAgent shines in live chat capabilities, providing a robust platform for real-time customer interaction. It offers customizable chat widgets and proactive chat invitations, enhancing customer engagement. Hiver lacks dedicated live chat features, making LiveAgent the superior option for businesses prioritizing live customer support.
Call Center
LiveAgent offers comprehensive call center features, including call routing, IVR, and call recording, making it a powerful tool for businesses with phone support needs. Hiver does not provide call center functionalities, positioning LiveAgent as the go-to solution for companies requiring integrated phone support.
Social Media Integration
LiveAgent provides extensive social media integration, allowing businesses to manage customer interactions across platforms like Facebook and Twitter. Hiver's focus on email means it lacks these capabilities, making LiveAgent the better choice for companies looking to centralize social media support.
Analytics
Both Hiver and LiveAgent offer analytics, but LiveAgent's reporting is more comprehensive, covering multiple support channels. Hiver provides detailed email analytics, which is beneficial for teams focused on email performance. If your business requires multi-channel analytics, LiveAgent is the more suitable option.
Task Management
Hiver's task management features are robust, allowing teams to assign and track tasks directly from their inbox. LiveAgent offers task management as part of its ticketing system, but Hiver's integration with Gmail makes it more intuitive for email-centric teams. If task management within email is crucial, Hiver is the better choice.
Pricing Comparison of Hiver and LiveAgent
To assist you in making an informed choice, we’ve outlined the pricing plans and essential features of Hiver and LiveAgent. This comparison will highlight the best option for managing your customer support and team communication needs.
Hiver Pricing Plans
- Organize and track emails as tasks with visibility into workload.
- Support customers on their preferred channel like WhatsApp.
- Empower customers to self-serve with a centralized library.
- Collaborate as a team with notes, @mentions, and permalinks.
- Build rule-based automation with triggers and conditions.
- Auto-assign emails in a round-robin fashion among team.
- Ensure contracts and goals are met with defined resolution times.
- Add custom data points to conversations for reporting.
- Customize reports to meet business reporting needs.
- Enhance workflow by integrating with thousands of apps.
- Access advanced analytics for team performance.
- Use Zapier to automate daily tasks with favorite apps.
- Measure and boost customer satisfaction with CSAT surveys.
- Set business hours to track SLAs during operating hours.
- Leverage AI capabilities for email template suggestions.
- Access advanced analytics with custom dashboards.
- Create and assign tailored roles with specific permissions.
- Ensure confidentiality and security of healthcare information.
- Simplify access management with single sign-on functionality.
- Get a customer success manager for maximizing platform value.
LiveAgent Pricing Plans
- Includes live chat for real-time customer interaction and support.
- Access to a knowledge base for self-service and information sharing.
- Customer portal for easy access to support and resources.
- Automation rules to streamline repetitive tasks and improve efficiency.
- Time rules and reports for better management and insights.
- Proactive chat invitations to engage customers effectively.
- Agent ratings to monitor and improve service quality.
- AI Answer Assistant for automated responses and support.
- Time tracking and audit log for detailed activity monitoring.
- Integration with social media platforms like Facebook and Instagram.
- WhatsApp support for direct customer communication.
- Comprehensive service levels (SLA) for guaranteed service quality.
- Priority support for faster issue resolution and assistance.
- Assisted channels integration for seamless communication.
- Branding free for a customized and professional appearance.
- Scheduled release management for planned updates and improvements.
Our Rating Methodology
We thoroughly evaluate each help desk software, focusing on key aspects like functionality, scalability, and customer support. By analyzing user reviews and conducting in-depth testing, we ensure our recommendations meet diverse business needs. Each of the seven evaluation factors is weighted by importance to deliver a reliable final rating, helping you make informed decisions.
Hiver or LiveAgent: Which One Matches Your Business Needs?
Choose Hiver If You Need ...
- Seamless Gmail integration
If your team relies heavily on Gmail for communication, Hiver's seamless integration makes it the ideal choice. It allows you to manage shared inboxes, assign tasks, and collaborate directly within Gmail, enhancing productivity and efficiency.
- Email-centric teams
If your business primarily uses email for customer support and internal communication, Hiver's robust email management features make it the perfect fit. It streamlines email workflows, allowing teams to collaborate effectively and improve response times.
Choose LiveAgent If You Need ...
- Comprehensive support solution
If your business requires a comprehensive support solution with features like live chat, call center, and social media integration, LiveAgent is the better choice. It offers a wide range of tools to manage customer interactions across multiple channels.
- Multi-channel support
If your company needs to provide support across various communication platforms, LiveAgent's extensive integration capabilities make it the ideal option. It centralizes support operations, improving efficiency and customer satisfaction.
Frequently Asked Questions
Which tool is better for email management?
Does LiveAgent offer call center features?
Which tool provides better live chat capabilities?
Is Hiver suitable for multi-channel support?
Which tool offers better integration options?
How does customer support compare between the two tools?
Anastasia Belyh
Anastasia Belyh is a senior tech writer with over 15 years of experience in marketing, sales, and business software. Having worked in investment banking, management consulting, and founded multiple companies, her in-depth knowledge and hands-on expertise make her software reviews authoritative, trustworthy, and highly practical for business decision-makers.
