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Zendesk vs LiveAgent (2024 Comparison)

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Author

Martin Lunendonk

Last Update

Nov 17, 2024

We earn a commission from partner links on Keevee. Commissions do not affect our editor's opinions or evaluations.

Excellent Value For Price
4.5

0

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Zendesk

Zendesk offers a comprehensive suite of customer support tools, making it ideal for businesses seeking to enhance their service capabilities. Its scalability and robust analytics are standout features.

  • Comprehensive customer support features.
  • Highly scalable for growing businesses.
  • Robust reporting and analytics tools.
  • Steep learning curve for new users.
  • Higher cost for advanced features.

Free plan?

Yes

Starting price

$19 per month
Excellent Value For Price
4.3

0

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LiveAgent

LiveAgent provides an intuitive interface and excellent live chat functionality, making it a great choice for small businesses. Its affordability and ease of use are key advantages.

  • User-friendly interface and setup.
  • Affordable pricing for small businesses.
  • Excellent live chat functionality.
  • Limited customization options.
  • Fewer advanced features than competitors.

Free plan?

Yes

Starting price

$15 per month per user

What is Zendesk?

Zendesk is a comprehensive customer service platform that streamlines communication between businesses and their customers. It offers a suite of tools designed to enhance customer support, including ticketing systems, live chat, and knowledge bases. With its intuitive interface, Zendesk helps businesses manage customer interactions efficiently, ensuring timely responses and improved customer satisfaction. Whether you're a small business or a large enterprise, Zendesk's scalable solutions can adapt to your needs, making it easier to provide exceptional customer service.

What is LiveAgent?

LiveAgent is a versatile help desk software that empowers businesses to deliver exceptional customer support. It integrates multiple communication channels, such as email, live chat, and social media, into a single platform, ensuring seamless interactions. LiveAgent's robust ticketing system and automation features help streamline workflows, reducing response times and enhancing customer satisfaction. Whether you're a startup or an established company, LiveAgent's user-friendly interface and powerful features make it an ideal choice for managing customer support efficiently.

Pros and Cons of Zendesk vs LiveAgent

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Pros & Cons of Zendesk

Comprehensive customer support features
  • Zendesk offers a wide range of customer support tools, including ticketing, live chat, and knowledge base, making it a one-stop solution for businesses looking to enhance their customer service capabilities.
Highly scalable for growing businesses
  • Zendesk's scalable solutions can adapt to the needs of businesses of all sizes, ensuring that as your company grows, your customer support capabilities can grow with it.
Robust reporting and analytics tools
  • Zendesk provides powerful reporting and analytics tools that allow businesses to gain valuable insights into customer interactions and team performance, enabling data-driven decision-making.
Steep learning curve for new users
  • Zendesk's extensive features can be overwhelming for new users, requiring time and training to fully understand and utilize the platform's capabilities.
Higher cost for advanced features
  • While Zendesk offers a comprehensive set of features, the cost can be prohibitive for small businesses, especially when opting for advanced functionalities.
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Pros & Cons of LiveAgent

User-friendly interface and setup
  • LiveAgent's intuitive interface and easy setup make it accessible for businesses of all sizes, allowing teams to quickly get up and running with minimal training.
Affordable pricing for small businesses
  • LiveAgent offers competitive pricing, making it an attractive option for small businesses looking to enhance their customer support capabilities without breaking the bank.
Excellent live chat functionality
  • LiveAgent excels in live chat, providing real-time communication with customers and offering customization options to tailor the chat experience to your business needs.
Limited customization options
  • While LiveAgent offers a range of features, its customization options are limited compared to competitors, which may be a drawback for businesses with specific needs.
Fewer advanced features than competitors
  • LiveAgent may lack some of the advanced features offered by competitors, making it less suitable for businesses seeking a comprehensive customer support solution.

Zendesk vs LiveAgent: At A Glance

Decision FactorZendeskLiveAgent
Value to Price
Excellent4.5
Excellent4.3
Ease of Use
Excellent4.4
Excellent4.5
Functionality
Excellent4.6
Excellent4.4
Scalability
Excellent4.7
Excellent4.3
Integrations
Excellent4.5
Excellent4.4
Customer Support
Excellent4.6
Excellent4.5
Security
Excellent4.5
Excellent4.4
Overall Rating
Excellent4.5
Excellent4.3

Value to Price

Zendesk offers a robust set of features that justify its pricing, making it a valuable investment for businesses seeking comprehensive customer support solutions. LiveAgent, while slightly more affordable, provides excellent value with its extensive features. If you're looking for a balance between cost and functionality, Zendesk might be the better choice.

Ease of Use

LiveAgent shines in terms of ease of use, with an intuitive interface that requires minimal training. Zendesk, while user-friendly, may require a bit more time to master due to its extensive features. If you prioritize a straightforward setup, LiveAgent is the way to go.

Functionality

Zendesk excels in functionality, offering a wide range of tools for managing customer interactions. LiveAgent also provides robust features but may not match Zendesk's depth. If you need advanced functionality, Zendesk is the superior option.

Scalability

Zendesk is highly scalable, making it suitable for businesses of all sizes. LiveAgent is also scalable but may not offer the same level of customization. If scalability is a priority, Zendesk is the better choice.

Integrations

Both Zendesk and LiveAgent offer numerous integrations, but Zendesk has a slight edge with its extensive app marketplace. If you rely heavily on third-party integrations, Zendesk is the more versatile option.

Customer Support

Zendesk provides excellent customer support, with various channels for assistance. LiveAgent also offers strong support but may not match Zendesk's responsiveness. If top-notch support is crucial, Zendesk is the preferred choice.

Security

Zendesk prioritizes security with robust measures to protect customer data. LiveAgent also offers solid security features but may not match Zendesk's level of protection. If security is a top concern, Zendesk is the safer bet.

Overall Rating

Overall, Zendesk scores higher due to its comprehensive features and scalability. LiveAgent is a strong contender, especially for those seeking ease of use and affordability. If you're looking for a well-rounded solution, Zendesk is the top choice.

Zendesk vs LiveAgent: A Detailed Breakdown of Key Features

FeaturesZendeskLiveAgent
Ticketing System
Excellent4.7
Excellent4.5
Live Chat
Excellent4.6
Excellent4.7
Knowledge Base
Excellent4.5
Excellent4.4
Automation
Excellent4.6
Excellent4.5
Reporting and Analytics
Excellent4.7
Excellent4.4
Social Media Integration
Excellent4.5
Excellent4.6

Ticketing System

Zendesk's ticketing system is highly efficient, allowing you to manage customer inquiries seamlessly. It offers advanced features like automated ticket routing and prioritization, which can significantly enhance your team's productivity. LiveAgent also provides a robust ticketing system, but Zendesk's additional features give it an edge. If you need a powerful ticketing solution, Zendesk is the better choice.

Live Chat

LiveAgent excels in live chat functionality, offering real-time communication with customers. Its user-friendly interface and quick setup make it a favorite among businesses. Zendesk also provides live chat, but LiveAgent's ease of use and customization options make it the preferred choice for those prioritizing live chat capabilities.

Knowledge Base

Zendesk's knowledge base feature is comprehensive, allowing you to create detailed articles and FAQs for customer self-service. LiveAgent also offers a knowledge base, but Zendesk's customization options and analytics tools make it more versatile. If you need a robust knowledge base, Zendesk is the superior option.

Automation

Zendesk's automation features are top-notch, enabling you to streamline repetitive tasks and improve efficiency. LiveAgent also offers automation, but Zendesk's advanced capabilities, such as workflow automation and triggers, give it an advantage. If automation is a priority, Zendesk is the better choice.

Reporting and Analytics

Zendesk provides powerful reporting and analytics tools, allowing you to gain insights into customer interactions and team performance. LiveAgent also offers analytics, but Zendesk's detailed reports and customizable dashboards make it more comprehensive. If data-driven decision-making is crucial, Zendesk is the preferred option.

Social Media Integration

LiveAgent excels in social media integration, allowing you to manage customer interactions across various platforms seamlessly. Zendesk also offers social media integration, but LiveAgent's ease of use and flexibility make it the better choice for businesses focusing on social media engagement.

Pricing Comparison of Zendesk and LiveAgent

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

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Zendesk Pricing Plans

Suite Team
For Small Businesses
$55

per month per user

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Suite Team includes:
  • Includes ticketing system with email, chat, voice, and social messaging.
  • Access to AI agents for automated customer support.
  • Prebuilt analytics dashboards for performance insights.
  • 1,000+ apps & integrations for enhanced functionality.
Suite Growth
For Growing Businesses
$89

per month per user

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Includes Suite Team, plus:
  • Multiple ticket forms for diverse customer queries.
  • Light Agents for extended team collaboration.
  • Service level agreements (SLA) for quality assurance.
  • Multilingual support and content for global reach.
Suite Professional
For Large Enterprises
$115

per month per user

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Includes Suite Growth, plus:
  • Skills-based ticket routing for efficient issue resolution.
  • Custom and live analytics for data-driven decisions.
  • Integrated community forums for customer engagement.
  • HIPAA enabled for enhanced data security.
Suite Enterprise
For Enterprises
Contact sales
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Includes Suite Professional, plus:
  • Custom roles and permissions for tailored access control.
  • Dynamic, contextual workspaces for efficient task management.
  • Advanced AI add-on eligibility for superior automation.
  • Sandbox environment for testing and development.
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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.

Our Rating Methodology

We thoroughly evaluate each customer support software, focusing on key factors like functionality, scalability, and ease of use. By analyzing user reviews and conducting in-depth testing, we ensure our recommendations meet diverse business needs. Each factor is weighted to provide an accurate final rating, helping you choose the best tool for your requirements.

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%

Zendesk or LiveAgent: Which One Matches Your Business Needs?

Choose Zendesk If You Need ...

  • Comprehensive customer support solution

    If you need a comprehensive customer support solution with advanced features like ticketing, live chat, and analytics, Zendesk is the ideal choice. Its scalability and robust functionality make it suitable for businesses of all sizes.

  • Scalable for growing businesses

    If your business is growing and you need a scalable customer support solution, Zendesk is the better option. Its ability to adapt to your needs ensures that your customer support capabilities can grow with your business.

Choose LiveAgent If You Need ...

  • User-friendly and affordable

    If you're looking for a user-friendly and affordable customer support solution, LiveAgent is the way to go. Its intuitive interface and competitive pricing make it an attractive option for small businesses.

  • Excellent live chat functionality

    If live chat is a priority for your business, LiveAgent is the better choice. Its excellent live chat functionality and customization options make it ideal for businesses focusing on real-time customer interactions.

Frequently Asked Questions

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Author

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.