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LiveAgent vs Freshdesk (2024 Comparison)

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Author

Anastasia Belyh

Last Update

Nov 17, 2024

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Excellent Value For Price
4.3

0

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LiveAgent

LiveAgent offers a comprehensive suite of customer support tools, including a robust ticketing system and affordable pricing plans. Its automation features enhance efficiency, making it a great choice for small to medium-sized businesses.

  • Comprehensive ticketing system.
  • Affordable pricing plans.
  • Robust automation features.
  • Limited advanced reporting.
  • Basic self-service portal.

Free plan?

Yes

Starting price

$15 per month per user
Excellent Value For Price
4.5

0

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Freshdesk

Freshdesk provides advanced automation capabilities and extensive integration options, all within a user-friendly interface. It's an ideal solution for businesses seeking a scalable and versatile customer support platform.

  • Advanced automation capabilities.
  • Extensive integration options.
  • User-friendly interface.
  • Higher pricing for premium features.
  • Limited customization in lower plans.

Free plan?

Yes

Starting price

€15 per agent per month

What 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, enhancing customer satisfaction. The software's automation features reduce manual tasks, allowing support teams to focus on more complex issues. LiveAgent's intuitive interface and customizable options make it a favorite among businesses looking to improve their customer service efficiency.

What is Freshdesk?

Freshdesk is a cloud-based customer support software that simplifies the process of managing customer queries. It offers a range of features including ticketing, automation, and self-service portals, making it easier for businesses to provide timely and effective support. Freshdesk's intuitive interface and integration capabilities allow teams to collaborate seamlessly, ensuring that customer issues are resolved quickly. With its robust reporting tools, businesses can gain insights into their support operations, helping them improve service quality and customer satisfaction.

Pros and Cons of LiveAgent vs Freshdesk

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Pros & Cons of LiveAgent

Comprehensive ticketing system
  • LiveAgent offers a robust ticketing system that efficiently manages customer queries across multiple channels, ensuring no ticket goes unnoticed. This feature is particularly beneficial for businesses looking to streamline their support operations.
Affordable pricing plans
  • LiveAgent provides competitive pricing plans that offer excellent value for the features included. This makes it an attractive option for small to medium-sized businesses looking to enhance their customer support without breaking the bank.
Robust automation features
  • LiveAgent's automation features help reduce manual tasks, allowing support teams to focus on more complex issues. This improves efficiency and ensures that customer queries are resolved quickly and effectively.
Limited advanced reporting
  • While LiveAgent offers basic reporting tools, it lacks the advanced analytics and customizable dashboards found in some competitors. This may be a drawback for businesses that rely heavily on data-driven decision-making.
Basic self-service portal
  • LiveAgent's self-service portal is functional but lacks some of the advanced features found in other tools. Businesses looking for a more comprehensive self-service solution may find this limiting.
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Pros & Cons of Freshdesk

Advanced automation capabilities
  • Freshdesk offers advanced automation features, including workflow automation and AI-powered suggestions, that help businesses streamline their support processes and improve efficiency.
Extensive integration options
  • Freshdesk provides a wide range of integration options, allowing businesses to connect with their existing systems and enhance their support operations. This makes it a versatile choice for businesses with complex needs.
User-friendly interface
  • Freshdesk's intuitive and clean interface makes it easy for support teams to navigate and manage customer interactions. This is particularly appealing to users who prioritize ease of use in their support tools.
Higher pricing for premium features
  • While Freshdesk offers a range of features, some of the more advanced options are only available in higher-priced plans. This may be a consideration for businesses with budget constraints.
Limited customization in lower plans
  • Freshdesk's lower-tier plans offer limited customization options, which may be a drawback for businesses looking for a highly tailored support solution. Upgrading to higher plans may be necessary for more flexibility.

LiveAgent vs Freshdesk: At A Glance

Decision FactorLiveAgentFreshdesk
Value to Price
Good4.2
Excellent4.4
Ease of Use
Excellent4.3
Excellent4.6
Functionality
Excellent4.4
Excellent4.5
Scalability
Good4.1
Excellent4.5
Integrations
Excellent4.3
Excellent4.6
Customer Support
Excellent4.5
Excellent4.4
Security
Excellent4.4
Excellent4.5
Overall Rating
Excellent4.3
Excellent4.5

Value to Price

LiveAgent offers a competitive pricing structure that provides excellent value for the features it offers. Its comprehensive suite of tools ensures that businesses can manage customer interactions efficiently without breaking the bank. Freshdesk, on the other hand, provides a slightly higher value with its extensive feature set and flexibility, making it a better choice for larger organizations looking for scalability.

Ease of Use

LiveAgent is designed with user-friendliness in mind, offering an intuitive interface that makes it easy for support teams to navigate and manage customer interactions. Freshdesk excels in this area with its clean and straightforward design, making it particularly appealing to users who prioritize ease of use. If you are looking for a tool that is easy to learn and use, Freshdesk might be the better option.

Functionality

Both LiveAgent and Freshdesk offer robust functionality, but Freshdesk edges out slightly with its advanced automation and reporting capabilities. LiveAgent provides a solid set of features that cater to most customer support needs, but Freshdesk's additional functionalities make it a more versatile choice for businesses looking to optimize their support operations.

Scalability

LiveAgent is well-suited for small to medium-sized businesses, offering scalability options that can grow with your company. Freshdesk, however, is designed to handle larger volumes of customer interactions, making it a more scalable solution for enterprises. If your business is rapidly growing, Freshdesk may be the better choice.

Integrations

LiveAgent offers a wide range of integrations with popular business tools, allowing for seamless connectivity and workflow automation. Freshdesk takes this a step further with its extensive integration library, making it easier for businesses to connect with their existing systems. If integrations are a priority for your business, Freshdesk is the superior option.

Customer Support

LiveAgent is known for its responsive and helpful customer support team, ensuring that users receive timely assistance when needed. Freshdesk also offers excellent customer support, with a variety of channels available for users to reach out for help. Both tools provide strong support, but LiveAgent's personalized approach gives it a slight edge.

Security

Both LiveAgent and Freshdesk prioritize security, offering robust measures to protect customer data. LiveAgent provides comprehensive security features, including data encryption and regular security audits. Freshdesk matches these offerings with its own set of security protocols, ensuring that customer information is kept safe. Both tools are reliable in terms of security, making them suitable choices for businesses handling sensitive data.

Overall Rating

LiveAgent and Freshdesk are both highly rated customer support tools, each offering unique strengths. LiveAgent is praised for its affordability and comprehensive feature set, while Freshdesk is lauded for its ease of use and scalability. Depending on your business needs, either tool could be the right fit, but Freshdesk's overall rating is slightly higher due to its user-friendly design and extensive integration options.

LiveAgent vs Freshdesk: A Detailed Breakdown of Key Features

FeaturesLiveAgentFreshdesk
Ticketing System
Excellent4.5
Excellent4.6
Live Chat
Excellent4.4
Excellent4.5
Automation
Excellent4.3
Excellent4.6
Reporting
Good4.2
Excellent4.5
Self-Service Portal
Excellent4.3
Excellent4.4
Social Media Integration
Excellent4.4
Excellent4.5

Ticketing System

LiveAgent's ticketing system is robust, allowing for efficient management of customer queries across multiple channels. It ensures that no ticket goes unnoticed, providing a seamless experience for both support teams and customers. Freshdesk, however, offers a slightly more advanced ticketing system with features like automated ticket assignment and prioritization, making it ideal for larger teams handling high volumes of queries. If your business requires a more sophisticated ticketing solution, Freshdesk is the better choice.

Live Chat

LiveAgent provides a reliable live chat feature that enables real-time communication with customers. It's easy to set up and use, making it a great option for businesses looking to enhance their customer support. Freshdesk's live chat feature is equally impressive, offering additional customization options and integration capabilities. If you value flexibility and customization in your live chat tool, Freshdesk might be the better option for you.

Automation

Automation is a key feature in both LiveAgent and Freshdesk, helping businesses streamline their support processes. LiveAgent offers basic automation features that reduce manual tasks, while Freshdesk provides more advanced automation options, including workflow automation and AI-powered suggestions. If your business relies heavily on automation to improve efficiency, Freshdesk's advanced capabilities make it the superior choice.

Reporting

LiveAgent offers comprehensive reporting tools that provide insights into support team performance and customer satisfaction. These reports help businesses identify areas for improvement and optimize their support operations. Freshdesk takes reporting a step further with its advanced analytics and customizable dashboards, allowing for deeper insights and more informed decision-making. If data-driven decision-making is a priority for your business, Freshdesk's reporting capabilities are unmatched.

Self-Service Portal

LiveAgent's self-service portal empowers customers to find answers to their queries independently, reducing the workload on support teams. It's easy to set up and customize, making it a valuable addition to any support strategy. Freshdesk's self-service portal offers similar benefits, with additional features like community forums and knowledge base integration. If you're looking for a more comprehensive self-service solution, Freshdesk is the better option.

Social Media Integration

Both LiveAgent and Freshdesk offer social media integration, allowing businesses to manage customer interactions across platforms like Facebook and Twitter. LiveAgent provides seamless integration with popular social media channels, ensuring that all customer interactions are captured and managed efficiently. Freshdesk offers similar capabilities, with additional features like social listening and sentiment analysis. If social media engagement is a key part of your support strategy, Freshdesk's advanced features make it the superior choice.

Pricing Comparison of LiveAgent and Freshdesk

To assist you in making an informed choice, we’ve outlined the pricing plans and essential features of LiveAgent and Freshdesk. This comparison will highlight the best option for enhancing your customer support operations.

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LiveAgent Pricing Plans

Small business
For Small Businesses
$15

per month per user

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Small business includes:
  • 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.
Medium business
For Medium Businesses
$24

per month per user

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Includes Small business, plus:
  • 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.
Large business
For Large Enterprises
$39

per month per user

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Includes Medium business, plus:
  • 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.
Enterprise
For Large Enterprises
$59

per month per user

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Includes Large business, plus:
  • 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.
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Freshdesk Pricing Plans

Free
For Small Teams
€0

free forever

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Free includes:
  • Team collaboration via threads for seamless communication.
  • Integrated knowledge base for quick information access.
  • Efficient customer service with no cost for up to 2 agents.
  • Basic tools for small teams to start with customer support.
Growth
For Growing Businesses
€15

per agent per month

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Includes Free, plus:
  • Real-time dashboards for monitoring performance.
  • Automation to streamline repetitive tasks.
  • Customer portal for enhanced service management.
  • Ideal for growing businesses needing advanced tools.
Pro
For Established Enterprises
€49

per agent per month

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Includes Growth, plus:
  • Custom objects for tailored data management.
  • Advanced ticketing for complex queries.
  • Custom reporting for in-depth insights.
  • Different routing mechanisms for efficient query handling.
Enterprise
For Large Organizations
€79

per agent per month

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Includes Pro, plus:
  • Approval workflows for streamlined processes.
  • Skills-based assignments for efficient task allocation.
  • Additional security features for data protection.
  • Ideal for large organizations with complex needs.

Our Rating Methodology

We thoroughly evaluate each customer support tool, focusing on key factors like functionality, ease of use, and scalability. By analyzing user reviews and conducting hands-on testing, we ensure our recommendations meet diverse business needs. Each factor is weighted by importance to deliver a reliable final rating, helping you make informed decisions.

Decision FactorScoring Weight
Value to Price
20%
20%
Ease of Use
20%
15%
Functionality
20%
25%
Scalability
20%
15%
Integrations
20%
10%
Customer Support
20%
10%
Security
20%
5%

LiveAgent or Freshdesk: Which One Matches Your Business Needs?

Choose LiveAgent If You Need ...

  • Affordable and Comprehensive Solution

    If you are a small to medium-sized business looking for an affordable and comprehensive customer support solution, LiveAgent is a great choice. Its robust ticketing system and automation features provide excellent value for money.

  • Focus on Automation

    If your business relies heavily on automation to improve efficiency, LiveAgent's robust automation features make it a suitable option. It helps reduce manual tasks, allowing support teams to focus on more complex issues.

Choose Freshdesk If You Need ...

  • Scalable and Versatile Platform

    If your business is rapidly growing and requires a scalable and versatile customer support platform, Freshdesk is the ideal choice. Its advanced automation capabilities and extensive integration options make it a superior solution.

  • User-Friendly Interface

    If you prioritize ease of use and a user-friendly interface in your support tools, Freshdesk is the better option. Its intuitive design makes it easy for support teams to navigate and manage customer interactions efficiently.

Frequently Asked Questions

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Author

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.