# Freshdesk vs LivePerson Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. This level of organization contributes to higher customer satisfaction compared to LivePerson, which, while effective, does not receive the same level of praise for ticket management.
- **Users say** that Freshdesk's automation features, such as ticket flow configuration and the ability to automatically create tickets for user issues, significantly enhance day-to-day usability. In contrast, while LivePerson offers automation through AI agents, some users feel it primarily focuses on handling routine inquiries rather than providing a comprehensive ticketing solution.
- **Reviewers mention** that Freshdesk's user-friendly interface and intuitive onboarding process make it easier for teams to get started quickly. This is reflected in its higher ratings for ease of setup and use, whereas LivePerson's setup process has been noted as less straightforward, potentially leading to a steeper learning curve for new users.
- **According to verified reviews** , Freshdesk's quality of support is highly rated, with users highlighting responsive customer service and helpful resources. LivePerson, while also providing support, has received mixed feedback regarding the responsiveness of its support team, which may impact user experience during critical times.
- **G2 reviewers highlight** that Freshdesk's robust reporting and analytics capabilities allow businesses to track performance effectively, which is crucial for optimizing customer service strategies. LivePerson does offer analytics, but users have noted that it may not be as comprehensive or user-friendly as Freshdesk's offerings.
- **Users appreciate** Freshdesk's strong focus on small businesses, with features tailored to their needs, such as affordable pricing and customizable options. In contrast, LivePerson tends to cater more towards mid-market companies, which may limit its appeal for smaller organizations looking for budget-friendly solutions.



| | Freshdesk | LivePerson | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 3,745 | 207 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Mid-Market (43.3% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Contact Us | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### LivePerson

Pros:
- Features (35 reviews)
- Ease of Use (31 reviews)

Cons:
- Learning Curve (21 reviews)
- Complexity (14 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | LivePerson | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3278 reviews) | 8.5 (167 reviews) | 
  | **Ease of Use** | 8.9 (3302 reviews) | 8.4 (169 reviews) | 
  | **Ease of Setup** | 8.6 (2358 reviews) | 8.0 (95 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.1 (79 reviews) | 
  | **Quality of Support** | 8.7 (3177 reviews) | 8.3 (165 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.0 (81 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3247 reviews) | 5.6 (163 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### LivePerson

#### Entry-Level Pricing

Plan: Bronze

Price: Contact Us

Description: Boost agent efficiency with a messaging-first workspace

Key Features:
- Agent & Supervisor Experience: Includes multi-channel agent workspace, cobrowse, secure forms to optimize agent productivity and customer experience.
- Administrative Experience: Includes management console, campaign builder, and allow admins to create and manage users and skills.
- Communication Channels: Includes web, app, SMS, Email Connect, Whatsapp, Apple Messaging for Business, Messenger, Instagram, Google RCS Messaging, Google Business Messaging, Kakao Talk, Line, Viber, WeChat.  X (former Twitter) is supported with additional fees. Includes LivePerson Connect to Messaging (C2M) which is an IVR deflection solution that lets brands move voice calls to messages through the Conversational Cloud platform.

[Browse all 3 editions](https://www.g2.com/products/liveperson/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2589 |
| **LivePerson** | N/A | N/A |

#### Ticket and Case Management

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2250 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.8 (2263 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.5 (2191 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.5 (2067 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.3 (1809 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.5 (2093 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.7 (2026 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Customer Portal** | 8.6 (1925 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.9 (2089 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.4 (1315 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (1190 reviews) ✓ Verified | Not enough data | 
| **Voice** | 7.9 (936 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (1155 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.0 (1880 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1966 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Messenger

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Call Analytics

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **LivePerson** | N/A | N/A |

#### Channels

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **LivePerson** | N/A | N/A |

#### Usability

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 268 |
| **LivePerson** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Notes** | 8.9 (236 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (221 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (224 reviews) | Not enough data | 
| **Workflows** | 8.7 (228 reviews) | Not enough data | 
| **Templates** | 8.7 (231 reviews) | Not enough data | 
| **Integrations** | 8.3 (208 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | 8.4/10 | 70 |

#### Responses

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (55 reviews) | 
| **Route To Human** | Not enough data | 8.1 (58 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.3 (59 reviews) | 

#### Automation - AI Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.6 (55 reviews) | 
| **Integration** | Not enough data | 8.7 (23 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.1 (56 reviews) | 

#### Autonomy -  AI Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.7 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (5 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | 8.7/10 | 26 |

#### Responses

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (14 reviews) | 
| **Control** | Not enough data | 8.6 (14 reviews) | 
| **Route To Human** | Not enough data | 8.7 (17 reviews) | 
| **Menu bars** | Not enough data | 8.6 (13 reviews) | 
| **Drip sequences** | Not enough data | 8.7 (10 reviews) | 

#### Platform

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Live chat** | Not enough data | 9.2 (15 reviews) | 
| **Integrations** | Not enough data | 9.0 (13 reviews) | 
| **Branding** | Not enough data | 8.7 (15 reviews) | 
| **Analytics** | Not enough data | 8.0 (15 reviews) | 
| **A/B testing** | Not enough data | 8.6 (12 reviews) | 
| **Role-based access** | Not enough data | 9.0 (12 reviews) | 
| **Collection of information** | Not enough data | 8.6 (12 reviews) | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 8.9 (9 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **LivePerson** | 8.2/10 | 26 |

#### Conversational Platform

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 6.9 (19 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 8.2 (19 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 8.2 (16 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 8.5 (19 reviews) | 

#### Support Automation

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 8.0 (18 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 8.1 (19 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 8.7 (20 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 8.0 (20 reviews) | 

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 8.3 (10 reviews) | 
| **AI Text Summarization** | 7.4 (203 reviews) | 8.7 (10 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | 8.7/10 | 19 |

#### Customer Support

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Text** | Not enough data | 8.6 (11 reviews) | 
| **Speech** | Not enough data | 8.9 (9 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (11 reviews) | 

#### Automation

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.2 (10 reviews) | 
| **Customization** | Not enough data | 8.6 (11 reviews) | 
| **Intelligent Routing** | Not enough data | 8.5 (11 reviews) | 

#### Artificial Intelligence

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Learning** | Not enough data | 8.3 (12 reviews) | 
| **Language** | Not enough data | 8.8 (11 reviews) | 
| **Conversational AI** | Not enough data | 8.8 (12 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | 9.1/10 | 13 |

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.0 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (8 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **LivePerson** | 8.1/10 | 45 |

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.6 (9 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 8.0 (9 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 7.8 (9 reviews) | 

#### Communication

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.0 (36 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.8 (34 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 7.2 (19 reviews) | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.6 (28 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.4 (15 reviews) ✓ Verified | 

####  Internal Use

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 7.9 (26 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.4 (22 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 7.7 (27 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.8 (23 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 7.5 (29 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **LivePerson** | 8.1/10 | 21 |

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.3 (16 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.0 (9 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 7.5 (8 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.2 (11 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 7.8 (12 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 7.9 (12 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.2 (12 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.3 (12 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 8.3 (9 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 531 |
| **LivePerson** | 7.8/10 | 13 |

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 8.0 (5 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 7.7 (5 reviews) | 

#### Process

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Mentions** | 8.6 (162 reviews) | 7.7 (5 reviews) | 
| **Tickets** | 9.3 (484 reviews) | 7.6 (7 reviews) | 
| **Macros** | 8.6 (371 reviews) | 7.5 (6 reviews) | 

#### Channels

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Email** | 9.2 (479 reviews) | 7.4 (7 reviews) | 
| **Social** | 8.7 (415 reviews) | 8.1 (8 reviews) | 
| **Live Chat** | 8.8 (376 reviews) | 8.1 (6 reviews) | 
| **Phone** | 8.5 (340 reviews) | 7.8 (6 reviews) | 
| **Text** | 8.3 (58 reviews) | 8.1 (6 reviews) | 

#### Insight

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Surveys** | 8.6 (382 reviews) | 8.1 (6 reviews) | 
| **Reporting** | 8.7 (169 reviews) | 7.6 (7 reviews) | 
| **Visitor Activity** | 8.6 (373 reviews) | 7.9 (7 reviews) | 
| **Help Desk** | 9.1 (445 reviews) | 8.1 (7 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Problem Solving** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 

#### Outbound Sales

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Follow-Up Scheduling** | Not enough data | Not enough data | 
| **Prospect Prioritization** | Not enough data | Not enough data | 
| **Multichannel Campaign Execution** | Not enough data | Not enough data | 
| **Personalized Outreach** | Not enough data | Not enough data | 
| **Outreach Performance Analytics** | Not enough data | Not enough data | 

#### Inbound Sales

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 
| **Inquiry Routing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Real-Time Engagement** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **LivePerson** | 9.2/10 | 23 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | 9.2 (6 reviews) | 
| **Contextual Response Generation** | 8.5 (9 reviews) | 9.2 (6 reviews) | 
| **Sentiment Analysis** | 8.3 (9 reviews) | 9.2 (6 reviews) | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | 9.2 (6 reviews) | 
| **Multilingual Support** | 8.0 (9 reviews) | 9.2 (6 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | 9.4 (6 reviews) | 
| **Feedback Collection** | 8.7 (10 reviews) | 9.2 (6 reviews) | 
| **Escalation Handling** | 8.7 (10 reviews) | 9.2 (6 reviews) | 
| **Workflow Optimization** | 8.5 (10 reviews) | 8.8 (8 reviews) | 

#### Automation

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | 9.3 (10 reviews) | 
| **Feedback Collection** | 8.7 (9 reviews) | 9.2 (6 reviews) | 
| **Document Processing** | 9.1 (9 reviews) | 9.2 (6 reviews) | 

#### Autonomy

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | 9.2 (6 reviews) | 
| **Adaptive Responses** | 8.3 (9 reviews) | 9.4 (6 reviews) | 
| **Task Execution** | 8.3 (9 reviews) | 9.4 (6 reviews) | 
| **Problem Solving** | 8.0 (9 reviews) | 9.4 (6 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | LivePerson | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

**Unique to LivePerson (11):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [SAP Store Software](https://www.g2.com/categories/sap-store), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | LivePerson | 
|---|---|---|
| **Small-Business** | 48.6% | 20.0% | 
| **Mid-Market** | 39.7% | 43.3% | 
| **Enterprise** | 11.7% | 36.7% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### LivePerson

- **Internet:** 14.9%
- **Retail:** 14.4%
- **Telecommunications:** 7.7%
- **Information Technology and Services:** 5.5%
- **Computer Software:** 4.4%
- **Financial Services:** 4.4%
- **Insurance:** 3.9%
- **Apparel & Fashion:** 2.8%
- **Automotive:** 2.8%
- **Outsourcing/Offshoring:** 2.8%
- **Other:** 36.5%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7330 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)

### Alternatives to LivePerson

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (807 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7330 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### LivePerson

- Title: [how to use canned responses in LIveEngage if the hot keys combination is not working](https://www.g2.com/discussions/4254-how-to-use-canned-responses-in-liveengage-if-the-hot-keys-combination-is-not-working) — 2 comments, 1 upvote
  > **Top comment:** "I don't know but for a work around I would think using a word doc or PDF with the canned responses on them that you could copy and paste till liveengagr..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-liveperson)