LiveAgent vs Freshcaller (2024 Comparison)
LiveAgent offers a comprehensive help desk solution with a robust ticketing system and excellent customer support. Its wide range of integrations and customizable features make it a versatile tool for businesses.
- Comprehensive ticketing system
- Excellent customer support
- Wide range of integrations
- Steep learning curve
- Interface can feel cluttered
Free plan?
YesStarting price
$15 per month per user
Freshcaller provides a user-friendly call center solution with strong call recording and seamless Freshworks integration. Its intuitive interface makes it a great choice for businesses looking for a hassle-free solution.
- User-friendly interface
- Strong call recording
- Seamless Freshworks integration
- Limited advanced features
- Customer support availability
Free plan?
YesStarting price
€15 per agent per monthWhat is LiveAgent?
LiveAgent is a comprehensive help desk software that streamlines customer support operations. It offers a unified platform for managing emails, calls, and social media interactions, ensuring no customer query goes unanswered. With its robust ticketing system, LiveAgent helps businesses maintain high customer satisfaction by providing timely and efficient support. The software's intuitive interface and customizable features make it a favorite among support teams, allowing them to tailor the system to their specific needs. Whether you're a small business or a large enterprise, LiveAgent can enhance your customer service experience.
What is Freshcaller?
Freshcaller is a cloud-based call center software designed to simplify communication for businesses. It offers a range of features like call routing, IVR, and call recording, making it an ideal choice for companies looking to enhance their customer support. Freshcaller helps businesses manage their call operations efficiently, ensuring that customer queries are addressed promptly. Its user-friendly interface and seamless integration with other Freshworks products make it a versatile tool for businesses of all sizes. Whether you're handling a few calls or managing a large call center, Freshcaller provides the tools you need to succeed.
Pros and Cons of LiveAgent vs Freshcaller
Pros & Cons of LiveAgent
- LiveAgent's ticketing system is a robust solution for managing customer queries across multiple channels. Its ability to prioritize and categorize tickets ensures that no query goes unanswered, making it a valuable tool for businesses.
- LiveAgent is known for its excellent customer support, offering 24/7 assistance to ensure that businesses can resolve any issues quickly. Its responsive support team and comprehensive knowledge base make it a reliable choice.
- LiveAgent offers a wide range of integrations with various third-party applications, providing flexibility for businesses with diverse needs. Its integration capabilities allow for a smooth workflow across different tools.
- LiveAgent's extensive feature set can be overwhelming for new users, resulting in a steep learning curve. Businesses may need to invest time in training to fully leverage its capabilities.
- LiveAgent's interface can feel cluttered due to its extensive feature set, making it challenging for users to navigate. Businesses may need to customize the interface to suit their needs.
Pros & Cons of Freshcaller
- Freshcaller's user-friendly interface makes it easy for teams to get up and running quickly. Its intuitive design and straightforward setup process make it a great choice for businesses looking for a hassle-free solution.
- Freshcaller's call recording feature is a valuable tool for businesses looking to monitor and improve their call operations. Its easy-to-use interface and reliable recording capabilities make it a great choice.
- Freshcaller offers seamless integration with other Freshworks products, making it a great choice for businesses already using the Freshworks suite. Its integration capabilities allow for a smooth workflow across different tools.
- Freshcaller lacks some of the advanced features that other call center solutions offer, which may limit its appeal to businesses with more complex needs. Businesses may need to explore additional tools to meet their requirements.
- Freshcaller's customer support availability is limited compared to other solutions, which may result in longer response times for businesses. Businesses may need to rely on self-service resources for assistance.
LiveAgent vs Freshcaller: At A Glance
LiveAgent vs Freshcaller: A Detailed Breakdown of Key Features
Ticketing System
LiveAgent's ticketing system is a standout feature, offering a comprehensive solution for managing customer queries across multiple channels. Its ability to prioritize and categorize tickets ensures that no query goes unanswered. Freshcaller, while offering basic ticketing capabilities, lacks the advanced features that LiveAgent provides. If you're looking for a robust ticketing system, LiveAgent is the better choice.
Call Center
Both LiveAgent and Freshcaller offer strong call center capabilities, with features like call routing and IVR. LiveAgent's call center features are more comprehensive, offering advanced call management options. Freshcaller, while offering essential call center features, is more suited to businesses with simpler call management needs. If you're looking for a tool with advanced call center capabilities, LiveAgent is the better choice.
Live Chat
LiveAgent's live chat feature is a powerful tool for engaging with customers in real-time. Its customizable chat widgets and proactive chat invitations make it easy to connect with customers. Freshcaller's live chat feature, while functional, lacks some of the advanced customization options that LiveAgent offers. If live chat is a key component of your customer support strategy, LiveAgent is the better choice.
IVR
Freshcaller's IVR feature is a standout, offering a user-friendly interface for setting up call menus and routing options. Its intuitive design makes it easy for businesses to manage their call operations. LiveAgent also offers IVR capabilities, but Freshcaller's solution is more streamlined and easier to use. If IVR is a key consideration, Freshcaller is the better choice.
Call Recording
Freshcaller's call recording feature is a valuable tool for businesses looking to monitor and improve their call operations. Its easy-to-use interface and reliable recording capabilities make it a great choice for businesses of all sizes. LiveAgent also offers call recording, but Freshcaller's solution is more user-friendly and efficient. If call recording is important to you, Freshcaller is the better choice.
Social Media Integration
LiveAgent offers extensive social media integration capabilities, allowing businesses to manage customer interactions across multiple platforms. Its ability to track and respond to social media queries ensures that businesses can maintain a strong online presence. Freshcaller, while offering basic social media integration, lacks the advanced features that LiveAgent provides. If social media integration is important to you, LiveAgent is the better choice.
Pricing Comparison of LiveAgent and Freshcaller
We’ve compiled the pricing tables and highlighted the key features of both LiveAgent and Freshcaller to aid in your decision-making process. Let’s explore what each platform has to offer.
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.
Freshcaller Pricing Plans
- Buy Toll-free Numbers to enhance customer accessibility.
- Inbound Caller ID for identifying incoming calls.
- Desktop Notifications to stay updated on call activities.
- Call Notes for documenting important call details.
- Number Porting to retain existing phone numbers.
- Basic Call Queues for managing call flow efficiently.
- Voicemail for capturing missed calls.
- Warm Transfer for seamless call handovers.
- Holiday Routing to manage calls during holidays.
- Advanced Call Metrics for detailed performance analysis.
- Call Barging to join ongoing calls for supervision.
- Call Center Agent Statuses for monitoring agent availability.
- Speech Enabled IVR (Phone Trees) FREDDY for advanced call routing.
- Abandoned Call Metrics to track missed opportunities.
- Service Level Monitoring for ensuring quality standards.
- Day Passes to add extra agents temporarily.
Our Rating Methodology
We thoroughly test each call center software, evaluating key features like ease of use, functionality, and scalability. We also analyze user reviews to ensure our recommendations fit your needs. Each of the seven evaluation factors is weighted by importance to provide an accurate final rating, helping you avoid poor-quality tools and make informed decisions.
LiveAgent or Freshcaller: Which One Matches Your Business Needs?
Choose LiveAgent If You Need ...
- Comprehensive customer support solution
If you need a comprehensive customer support solution with a robust ticketing system and excellent customer support, LiveAgent is the better choice. Its wide range of integrations and customizable features make it a versatile tool for businesses.
- Advanced call center capabilities
If you're looking for a tool with advanced call center capabilities, LiveAgent is the better choice. Its comprehensive feature set, including call routing and IVR, makes it a versatile tool for businesses of all sizes.
Choose Freshcaller If You Need ...
- User-friendly call center solution
If you need a user-friendly call center solution with strong call recording and seamless Freshworks integration, Freshcaller is the better choice. Its intuitive interface makes it a great choice for businesses looking for a hassle-free solution.
- Seamless Freshworks integration
If you're already using the Freshworks suite and need a call center solution that integrates seamlessly, Freshcaller is the better choice. Its integration capabilities allow for a smooth workflow across different tools.
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.
