Home/Help Desk Software/LiveAgent vs Salesforce Service CloudUpdated on: March 28, 2024

Compare LiveAgent vs Salesforce Service Cloud

97% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
LiveAgent
LiveAgent Help Desk Software (1242 Ratings)
94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zoho Desk
Zoho Desk Help Desk Software (3417 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk
Freshdesk Help Desk Software (2241 Ratings)
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97% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
LiveAgent

LiveAgent

Help Desk Software (1242 Ratings)
94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zoho Desk

Zoho Desk

Help Desk Software (3417 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk

Freshdesk

Help Desk Software (2241 Ratings)
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Overview

Summary

Discover the ultimate customer service solution tailored for small and medium businesses with multifaceted platform, designed to streamline the support and engagement processes. The software simplifies customer interactions by seamlessly converging various communication streams—converting emails into trackable tickets, facilitating real-time conversations through a chat messenger, and efficiently managing phone calls with routing and callback features. Ensuring round-the-clock availability, the platform offers unparalleled 24/7 support in 39 languages. The integration of gamification elements like Rewards and Badges motivates support team to excel, while the mobile app ensures accessibility on Android and iOS devices, keeping connected in minutes. Social media connectivity with platforms like Facebook and Twitter empowers to keep a pulse on the brand's online presence and swiftly attend to client inquiries. Elevate business's customer service experience with the versatile help desk software. ..show more

Salesforce Service Cloud is help desk software that allows customers to obtain answers quickly by connecting them to knowledge articles, account information, and community members. It's an all-in-one platform that allows you to link everything from your client data to your service specialists. You may use Salesforce Service Cloud to include AI-powered chatbots to quickly answer client issues. With Slack and Service Cloud, you can provide a personalized, all-digital experience for your consumers. It allows for cross-company case swarming, which speeds up the resolution of issues. You can bring together teams to respond quickly to issues involving several customers. By intelligently exposing relevant messages, files, channels, and people, you can turn every agent into an expert. You can support customer interactions across all channels using Salesforce. It helps you because you may use intelligent workflows to automate company activities and use smart productivity tools to improve call center administration. Furthermore, every client engagement generates shared, actionable insights. You can easily increase revenue and upsell by utilizing the power of AI. ..show more

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. ..show more

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

Features

AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing It helps in automatically directing queries and data to the appropriate agent.

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Concurrent Calling Allows to place more calls simultaneously without reducing call quality.

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Multi-language Support Available in multiple languages to support global customers

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Bratislava, Slovakia / +421 2 33 456 826

San Francisco, California / 1-800-667-6389

Pleasanton, California / +1 888-900-9646

San Bruno, California / +1 (866) 832-3090

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Small Business
$15 /User/Month

An advanced plan with less limits and more features

Features

  • 3 email accounts
  • 2 Live chat buttons
  • 10 departments
  • 1 Knowledge base
  • 50 Event rules
  • Customer service
  • White Glove Setup
Medium Business
$35 /User/Month

A versatile and balanced plan for full-scale customer support

Features

  • Includes features of Small Business plan, plus
  • 10 email accounts
  • 5 Live chat buttons
  • Call center support
  • 20 departments
  • Custom domain parking
  • 150 Event rules
  • 30 Time rules
  • 10 SLA rules
  • Reports
  • Product training
Large Business
$59 /User/Month

An all-inclusive plan with sky high limits and full capabilities

Features

  • Includes features of Medium Business plan, plus
  • 150 email accounts
  • 50 Live chat buttons
  • 3 Whatsapp numbers (New)
  • 150 Departments
  • 3 Knowledge bases
  • 500 Event rules
  • 100 Time rules
  • 50 SLA rules
  • Time tracking report
  • Audit log
  • Custom roles
Enterprise
$85 /User/Month

A full-scale solution with extra support & exclusive services

Features

  • Includes features of Large plan, plus
  • 500 email accounts
  • 100 Live chat buttons
  • 3+ Whatsapp numbers
  • 300 Departments
  • 10 Knowledge bases
  • 1000 Event rules
  • 200 Time rules
  • 100 SLA rules
  • Branding Free
  • Senior account manager
  • Priority support
  • Assisted channels integrations
  • Custom billing setup
View Price Page
Essentials
$25 /User/Month

$25 per User per Month** billed Yearly

All-in-one sales and support app*

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Telephony Integration (CTI)

Note :

* Essentials edition good for up to 10 users.
** This edition requires an annual contract. Monthly pricing available on Essentials edition.

Professional
$75 /User/Month

$75 per User per Month** billed Yearly

Complete service CRM for teams of any size

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
Enterprise
$150 /User/Month

$150 per User per Month** billed Yearly

Customizable CRM for comprehensive service

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
  • Web Services API
Unlimited
$300 /User/Month

$300 per User per Month** billed Yearly

Unlimited CRM power

Features

  • Case Management
  • Service Console App(s)
  • Knowledge
  • Service Contracts and Entitlements
  • Telephony Integration (CTI)
  • Web Services API
  • Premier Success Plan

View Price Page
Standard
$20 /User/Month

All the essential support features to augment your customer service team.

Features

  • 5 channels
  • Help Center
  • Feedback Widget: 1
  • Advanced Web Forms: 5
  • Social Media (Facebook & Twitter): 1 Brand
  • Instant Messaging (WhatsApp, Telegram, WeChat & Line)
  • Spam, Merge, Split & Clone Tickets
  • Ticket History
  • Quick Ticket View
  • Ticket Tags: 20 Tags/Ticket
  • Product-based Ticket Tracking
  • Add Resolution as KB
  • Suggested Articles
  • Direct Assignment to Agents and Teams
  • Work Modes
  • Response Editor with Rich Text Support & Response Draft
  • Advanced Search
  • Faster Response Snippets
  • Macros: 5
  • Workflow Rules: 5/Module
  • Time-based Rules: 5
  • Service Level Agreements: 4
  • Multi-Level Escalations
  • Tasks, Events & Calls: Only Tasks
  • Custom Email Templates
  • Custom Tabs, Views, Status & Form Fields
  • Custom Fields: 50 Fields/Module
  • Re-branding: Limited
  • Pre-defined Reports
  • Custom Reports: 50
  • Export Reports to CSV, XLS or PDF
  • Customer Happiness Ratings Dashboard
  • Custom Dashboards: 10
  • Ticket Overview & Status Dashboard
  • Response, Resolution & FCR Dashboards
  • Analytics Mobile App (Radar)
  • Profiles (restrict feature access): 6
  • Roles: 5
  • GDPR Compliance
  • Support
    • Email
    • Phone
Professional
$35 /User/Month

Simplified collaboration and process automation functionalities for fast-growing teams.

Features

  • 10 channels
  • Includes features of Standard plan, plus
  • Feedback Widget: 1/Department
  • Advanced Web Forms: 10/Department
  • Telephony
  • Ticket Tags: 30 Tags/Ticket
  • Round-Robin Ticket Assignment by Load Balancing: 10/Department
  • Ticket Sharing & Ownership
  • Agent Collision Detection
  • Macros: 15/Department
  • Workflow Rules: 15/Department/Module
  • Time-based Rules: 15/Department
  • Service Level Agreements: 10/Department
  • Customer-based SLA
  • Tasks, Events & Calls
  • Auto Time Tracking
  • Advanced Process Management (Blueprints): 1/Department
  • Custom Fields: 150 Fields/Module
  • Ticket Templates
  • Re-branding
  • Multi-department Support: 10 Departments
  • Custom Reports: Unlimited
  • Custom Dashboards: Unlimited
  • Advanced Dashboards: Limited
  • Profiles (restrict feature access): 25
  • Roles: 25
  • Field-level Access Control
  • Support
    • Chat
Enterprise
$50 /User/Month

Advanced AI and customization capabilities to enable enterprise-grade support.

Features

  • 100 channels
  • Includes features of Professional plan, plus
  • Advanced Web Forms: 20/Department
  • Social Media (Facebook & Twitter): 2 Brands or 1 brand/department if multi-branding
  • Live Chat
  • Guided Conversations
  • Ticket Tags: 50 Tags/Ticket
  • Round-Robin Ticket Assignment by Load Balancing: 15/Department
  • Macros: 30/Department
  • Workflow Rules: 30/Department/Module with custom functions
  • Time-based Rules: 30/Department
  • Service Level Agreements: 20/Department
  • Contract Management SLA
  • Advanced Process Management (Blueprints): 20/Department
  • Artificial Intelligence
  • Custom Fields: 230 Fields/Module
  • Multi-department Support: 50 Departments
  • Advanced Dashboards
  • Schedule Reports
  • Profiles (restrict feature access): 50
  • Roles: 250
  • Data Sharing Access
Zoho Desk Express
$9 /User/Month

A straightforward ticketing system for individuals and small teams looking to start automating their customer service.

Features

  • Ticketing
  • Social Media
  • Analytics
View Price Page
Free
Free

Get going for free

Features

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions
Growth
$18 /User/Month

Intuitive, industry-leading support for growing businesses

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • 1000+ marketplace apps
  • In-depth helpdesk report
  • SLA management & business hours
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Pro
$59 /User/Month

Advanced automation for high performance

Features

  • Includes features of Growth plan, plus
  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom objects
  • Custom Reports and Dashboards
  • Segment customers for personalized support
  • Customer journey
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours
  • SLA reminder & escalation
  • Multilingual knowledge base
  • Custom apps
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
Enterprise
$95 /User/Month

Fully featured with bots for enterprise-level support

Features

  • Includes features of Pro plan, plus
  • Unlimited products
  • Sandbox
  • Easily manage agent shifts across time zones
  • Assist bot
  • Email bot
  • Audit log (Freddy)
  • Skill-based routing
  • Knowledge base approval workflow (Freddy)
  • Flexible knowledge base hierarchy (Freddy)
  • IP range restriction (Freddy)
  • Auto-triage (Freddy)
  • Article suggester
  • Canned response suggester
  • AI-powered social signals
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
View Price Page

SCREENSHOTS

LiveAgent Screenshots
View 14 screenshot(s)
Salesforce Service Cloud Screenshots
Zoho Desk Screenshots
View 3 screenshot(s)
Freshdesk Screenshots
View 5 screenshot(s)

INTEGRATIONS

  • Formidable Forms
  • Silverstripe CMS
  • Slack
  • uKit Website Builder
  • Insightly
  • Meetingbird
  • ClickFunnels
  • Vonage Business
  • Trello
  • Google Sheets
  • PayPal
  • vCita
  • Zapier
  • Vtiger
  • Flowroute
  • Post Affiliate Pro
  • Nicereply
  • Shift4Shop
  • Google Calendar
  • Stripe Payments
  • MailChimp
  • Braintree Direct
  • GetResponse
  • ConvergeHub
  • Jira
  • Agile CRM
  • ProjectManager.com
  • Gmail
  • ManyChat
  • Webflow
  • monday.com
  • CS-Cart
  • Clockify
  • Asana
  • CloudApp
  • BigCommerce
  • ClickUp
  • AWeber
  • Volusion
  • CloudTalk
  • SharpSpring
  • Delighted
  • Weebly
  • Google Forms
  • Simplesat
  • 2Checkout
  • SendPulse
  • Sinch
  • Xero
  • Intercom
  • WordPress
  • Joomla
  • Ucraft
  • Wix
  • ClickSend
  • Drupal
  • ActiveCampaign
  • MySQL
  • RingCentral Office
  • Gravity Forms
  • Pabbly Connect
  • Twilio Flex
  • SugarCRM Survey Rocket
  • Microsoft Exchange Server
  • Giphy
  • OpenCart
  • PrestaShop
  • Close
  • X-Cart
  • Squarespace
  • Klaviyo
  • WooCommerce
  • HubSpot CRM
  • Google Analytics
  • TimeCamp
  • Process Street
  • Salesflare
  • Shopify
  • Pipedrive CRM
  • Hubspot Marketing Hub
  • Sage CRM
  • Sage Intacct
  • BigCommerce
  • CustomerGauge
  • Volusion
  • Ecwid
  • Insightly
  • Tipalti
  • Kissmetrics
  • Base
  • Bullhorn ATS & CRM
  • Maximizer CRM
  • Weebly
  • Microsoft Dynamics GP
  • iContact
  • Wrike
  • Quickbooks
  • ConnectWise Sell
  • Allbound PRM
  • Freshbooks
  • Plaid
  • Act-On
  • Freshdesk
  • SugarCRM Survey Rocket
  • NetSuite
  • Campaign Monitor
  • Help Scout
  • MailChimp
  • Constant Contact
  • Freshservice
  • Close
  • Zoho CRM
  • HubSpot CRM
  • WooCommerce
  • Mailjet
  • Microsoft Dynamics 365 for Sales
  • Oracle Eloqua
  • Pipedrive CRM
  • Shopify
  • Sage 200cloud
  • Jira
  • Customer Thermometer
  • Zoho BugTracker
  • Zoho Cliq
  • RingCentral Office
  • Slack
  • Zoho PageSense
  • Twilio Flex
  • Zoho Invoice
  • Zoho Creator
  • Trello
  • Zoho CRM
  • Zoho SalesIQ
  • Zoho Analytics (Zoho Reports)
  • Google Analytics
  • Salesforce
  • Zapier
  • Zoho Projects
  • Jira
  • Zoho Social
  • Zoho Books
  • Knowlarity
  • Olark
  • Freshchat
  • Userlike
  • Dropbox Business
  • Microsoft Teams
  • Slack
  • MailChimp
  • Nimble
  • HelpOnClick
  • Zoho CRM
  • Harvest
  • iContact
  • SnapEngage
  • Salesforce
  • Shopify
  • Capsule

ALTERNATIVES

Top alternatives to LiveAgent

Freshdesk Contact Center (Formerly Freshcaller)
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
Zendesk Talk
Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk

Top alternatives to Salesforce Service Cloud

Lightning Builder
Lightning Builder
Zoho CRM
Zoho CRM
Zendesk Talk
Zendesk Talk
Freshdesk Contact Center (Formerly Freshcaller)
Freshdesk Contact Center (Formerly Freshcaller)
Freshdesk
Freshdesk