LiveAgent vs Aircall (2024 Comparison)
LiveAgent offers a comprehensive suite of customer support tools, including ticketing, live chat, and social media integration. It's an ideal choice for businesses looking to enhance their customer service operations.
- Comprehensive ticketing system.
- Seamless social media integration.
- Robust live chat features.
- Basic IVR capabilities.
- Limited call routing options.
Free plan?
YesStarting price
$15 per month per user
Aircall provides advanced call center features, including call routing and IVR, with strong CRM integrations. It's perfect for businesses seeking a scalable and efficient communication solution.
- Advanced call routing features.
- Highly customizable IVR system.
- Strong CRM integrations.
- Limited ticketing capabilities.
- Basic social media integration.
Free plan?
NoStarting price
$30 per month per userWhat is LiveAgent?
LiveAgent is a comprehensive help desk software that streamlines customer support operations. It offers a unified platform for managing emails, live chats, calls, and social media interactions. With its robust ticketing system, LiveAgent ensures that no customer query goes unanswered. It helps businesses enhance their customer service efficiency, leading to increased customer satisfaction and loyalty. Whether you're a small business or a large enterprise, LiveAgent provides the tools you need to deliver exceptional customer support.
What is Aircall?
Aircall is a cloud-based call center software designed to simplify and enhance communication for businesses. It offers features like call routing, IVR, and integrations with popular CRM tools, making it ideal for sales and support teams. Aircall helps businesses manage their phone operations efficiently, ensuring seamless communication with customers. Whether you're a startup or a large corporation, Aircall provides the flexibility and scalability needed to meet your communication needs.
Pros and Cons of LiveAgent vs Aircall
Pros & Cons of LiveAgent
- LiveAgent's ticketing system is a robust solution for managing customer inquiries, ensuring no query goes unanswered. It's a valuable tool for businesses looking to enhance their customer support operations.
- LiveAgent integrates effortlessly with social media platforms, allowing businesses to manage interactions across multiple channels. This feature is ideal for companies with a strong social media presence.
- LiveAgent offers powerful live chat capabilities that enhance real-time customer interactions. It's easy to set up and customize, making it a valuable tool for businesses.
- LiveAgent's IVR system is functional but lacks the advanced customization options found in other tools. It's suitable for basic call handling but may not meet the needs of businesses with complex call flows.
- While LiveAgent offers call routing, it's not as advanced as some competitors. Businesses with high call volumes may find the routing options insufficient for their needs.
Pros & Cons of Aircall
- Aircall excels in call routing, providing advanced options to ensure calls are directed to the right agents. This feature is crucial for businesses with high call volumes.
- Aircall's IVR system is highly customizable, allowing businesses to create complex call flows. This feature is essential for companies looking to automate call handling.
- Aircall offers robust CRM integrations, providing seamless connectivity with popular tools. This feature is ideal for businesses looking to streamline their operations.
- Aircall's focus on call management means its ticketing capabilities are more basic. Businesses that rely heavily on ticketing may find this limiting.
- While Aircall offers social media integration, it's not as comprehensive as some competitors. Businesses with a strong social media presence may find this feature lacking.
LiveAgent vs Aircall: At A Glance
Value to Price
Value to Price is a critical dimension that evaluates the cost-effectiveness of the software. LiveAgent offers a comprehensive suite of features at a competitive price, making it a great choice for businesses looking for value. Aircall, while slightly more expensive, provides advanced call center functionalities that justify its price. If you're looking for a budget-friendly option with robust features, LiveAgent is the way to go.
Ease of Use
Ease of Use assesses how user-friendly the software is. LiveAgent has a straightforward interface that makes it easy for users to navigate and manage customer interactions. Aircall, on the other hand, offers a sleek and intuitive design that enhances user experience. If you prioritize a seamless and easy-to-use platform, Aircall is the better choice.
Functionality
Functionality measures the range of features and capabilities the software offers. LiveAgent excels in providing a wide array of customer support tools, including ticketing, live chat, and social media integration. Aircall focuses on delivering top-notch call center features, such as call routing and IVR. If your primary need is a comprehensive help desk solution, LiveAgent is the better option.
Scalability
Scalability evaluates the software's ability to grow with your business. LiveAgent offers flexible plans that cater to businesses of all sizes, making it a scalable solution. Aircall provides robust call center features that can accommodate growing teams and increasing call volumes. If you anticipate rapid growth and need a scalable communication solution, Aircall is the ideal choice.
Integrations
Integrations assess the software's ability to connect with other tools and platforms. LiveAgent offers a wide range of integrations with popular CRM and e-commerce platforms, enhancing its functionality. Aircall also provides seamless integrations with CRM tools, making it a versatile choice for businesses. If you rely heavily on integrations for your operations, Aircall is the better option.
Customer Support
Customer Support evaluates the quality and availability of support services. LiveAgent is known for its responsive and helpful customer support team, ensuring users get the assistance they need. Aircall also offers excellent support, with a focus on resolving issues quickly. If you value prompt and reliable customer support, both tools are commendable, but LiveAgent has a slight edge.
Security
Security measures the software's ability to protect user data and ensure privacy. LiveAgent implements robust security protocols to safeguard customer information. Aircall also prioritizes security, with features like data encryption and secure call handling. If security is a top concern for your business, both tools offer reliable protection, but Aircall provides slightly more advanced security features.
Overall Rating
Overall Rating is a comprehensive assessment of the software's performance across all dimensions. LiveAgent scores high for its value, functionality, and customer support, making it a well-rounded choice for businesses. Aircall excels in ease of use, scalability, and integrations, offering a superior experience for call center operations. If you're looking for an all-in-one solution, LiveAgent is a strong contender, but for specialized call center needs, Aircall is the better option.
LiveAgent vs Aircall: A Detailed Breakdown of Key Features
Ticketing System
LiveAgent's ticketing system is a standout feature, offering a comprehensive solution for managing customer inquiries. It efficiently organizes and prioritizes tickets, ensuring timely responses. Aircall, while primarily focused on call management, offers basic ticketing capabilities. If your business relies heavily on ticketing for customer support, LiveAgent is the superior choice.
Call Routing
Aircall excels in call routing, providing advanced options to ensure calls are directed to the right agents. This feature is crucial for businesses with high call volumes. LiveAgent offers call routing as well, but it's not as robust as Aircall's. If call management is a priority, Aircall is the better option.
Live Chat
LiveAgent offers a powerful live chat feature that enhances real-time customer interactions. It's easy to set up and customize, making it a valuable tool for businesses. Aircall provides live chat capabilities, but they are not as extensive as LiveAgent's. If live chat is a key component of your customer support strategy, LiveAgent is the way to go.
IVR
Aircall's IVR system is highly customizable, allowing businesses to create complex call flows. This feature is essential for companies looking to automate call handling. LiveAgent offers IVR as well, but it's more basic. If you need a sophisticated IVR system, Aircall is the better choice.
Social Media Integration
LiveAgent integrates seamlessly with social media platforms, enabling businesses to manage interactions across multiple channels. This feature is ideal for companies with a strong social media presence. Aircall offers social media integration, but it's not as comprehensive. If social media is a significant part of your customer engagement strategy, LiveAgent is the superior option.
CRM Integration
Both LiveAgent and Aircall offer CRM integration, allowing businesses to streamline their operations. Aircall's CRM integrations are particularly strong, providing seamless connectivity with popular tools. LiveAgent also offers robust CRM integration, but Aircall has a slight edge. If CRM integration is a priority, Aircall is the better choice.
Pricing Comparison of LiveAgent and Aircall
To assist you in making an informed choice, we’ve outlined the pricing plans and essential features of LiveAgent and Aircall. This comparison will highlight the best option for managing your customer support and communication needs.
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.
Aircall Pricing Plans
- Unlimited calls within US and Canada for cost-effective communication.
- Essential telephony features including IVR and call recording.
- Send and receive SMS and MMS for versatile messaging.
- Softphone for desktop, Android, and iOS for flexible usage.
- Mandatory call tagging for better call management.
- Advanced analytics and live monitoring for performance insights.
- Queue call back and smart routing for improved customer service.
- Power Dialer and Voicemail Drop for efficient sales operations.
- Custom onboarding for tailored setup experience.
- Access to API developer support for technical assistance.
- Service-level agreement for guaranteed service quality.
- Single sign-on for simplified user access.
Our Rating Methodology
We thoroughly evaluate each call center software, focusing on key aspects like functionality, scalability, and integrations. 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.
LiveAgent or Aircall: Which One Matches Your Business Needs?
Choose LiveAgent If You Need ...
- Comprehensive customer support solution
If you are a business looking for a comprehensive customer support solution with robust ticketing, live chat, and social media integration, LiveAgent is the ideal choice. It offers a wide range of features to enhance your customer service operations.
- Strong social media presence
If your business has a strong social media presence and needs seamless integration with social platforms, LiveAgent is the better option. It allows you to manage interactions across multiple channels efficiently.
Choose Aircall If You Need ...
- Advanced call center features
If you are a business seeking advanced call center features like call routing and IVR, Aircall is the superior choice. It provides robust tools to manage high call volumes and automate call handling.
- Scalable communication solution
If you anticipate rapid growth and need a scalable communication solution, Aircall is the better option. It offers flexible plans and features to accommodate increasing demands and growing teams.
Frequently Asked Questions
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Martin Lunendonk
Martin Lunendonk is a senior tech writer specializing in website builders, web hosting, and ecommerce platforms. With a background in finance, accounting, and philosophy, he has founded multiple tech startups and worked in medium to large tech companies and investment banking, bringing deep expertise and reliable insights to his software reviews.
