Compare LiveAgent vs Salesforce Service Cloud

See this
comparison of LiveAgent vs. Salesforce Service Cloud
based on data from user reviews. LiveAgent rates 4.5/5 stars with 1,013 reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,620 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
All-inclusive
$39/month
User Seat
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Ticket
$15/month
User Seat
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Ticket+Chat
$29/month
User Seat
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial
Free Trial
LiveAgent
All-inclusive
$39/monthUser Seat
Ticket
$15/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Free Trial
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.8
8.5
Ease of Use
Ease of Use
9.0
8.1
Ease of Setup
Ease of Setup
8.7
7.6
Ease of Admin
Ease of Admin
8.9
8.0
Quality of Support
Quality of Support
9.1
8.1
Ease of Doing Business With
Ease of Doing Business With
9.1
8.4
Product Direction (% positive)
Product Direction (% positive)
9.0
7.8
Meets Requirements
LiveAgent
8.8
Salesforce Service Cloud
8.5
Ease of Use
LiveAgent
9.0
Salesforce Service Cloud
8.1
Ease of Setup
LiveAgent
8.7
Salesforce Service Cloud
7.6
Ease of Admin
LiveAgent
8.9
Salesforce Service Cloud
8.0
Quality of Support
LiveAgent
9.1
Salesforce Service Cloud
8.1
Ease of Doing Business With
LiveAgent
9.1
Salesforce Service Cloud
8.4
Product Direction (% positive)
LiveAgent
9.0
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Ticket creation user experience
LiveAgent
9.0
Salesforce Service Cloud
8.3
Ticket response user experience
LiveAgent
9.0
Salesforce Service Cloud
8.2
Workflow
LiveAgent
8.7
Salesforce Service Cloud
8.1
Response Automation
LiveAgent
8.7
Salesforce Service Cloud
8.1
SLA Management
LiveAgent
8.6
Salesforce Service Cloud
8.0
Attachments/Screencasts
LiveAgent
8.7
Salesforce Service Cloud
7.7
Ticket Collaboration
LiveAgent
8.9
Salesforce Service Cloud
8.1
Knowledge Share
Knowledge Base
LiveAgent
9.1
Salesforce Service Cloud
8.5
Searchable Articles
LiveAgent
9.0
Salesforce Service Cloud
8.3
Community Forums
LiveAgent
8.9
Salesforce Service Cloud
8.3
Interactive FAQs & Forums
LiveAgent
8.9
Salesforce Service Cloud
8.1
Communication
Pop-up Chat
LiveAgent
9.4
Salesforce Service Cloud
8.6
Notifications
LiveAgent
9.1
Salesforce Service Cloud
8.4
Targeted Emails
LiveAgent
9.0
Salesforce Service Cloud
8.5
In-App Messaging
LiveAgent
9.0
Salesforce Service Cloud
8.7
Process
Mentions
LiveAgent
Not enough data available
Salesforce Service Cloud
8.8
Tickets
LiveAgent
9.4
Salesforce Service Cloud
8.7
Macros
LiveAgent
9.1
Salesforce Service Cloud
8.3
Collaboration
LiveAgent
9.3
Salesforce Service Cloud
8.8
Interaction
Web Portals
LiveAgent
9.0
Salesforce Service Cloud
8.4
Forum to Reponse
LiveAgent
9.1
Salesforce Service Cloud
8.4
Tickets and Tagging
LiveAgent
9.2
Salesforce Service Cloud
8.6
Live Chat
LiveAgent
9.4
Salesforce Service Cloud
8.3
Internal Use
Customization
LiveAgent
8.5
Salesforce Service Cloud
8.2
Conversation Archiving
LiveAgent
9.1
Salesforce Service Cloud
8.5
Lead Development
LiveAgent
Not enough data available
Salesforce Service Cloud
8.4
Knowledge Base
LiveAgent
8.9
Salesforce Service Cloud
8.1
Team Inbox
LiveAgent
9.1
Salesforce Service Cloud
8.7
Customer Profiles
LiveAgent
8.9
Salesforce Service Cloud
8.6
Channels
Email
LiveAgent
9.4
Salesforce Service Cloud
8.7
Social
LiveAgent
9.2
Salesforce Service Cloud
8.4
Live Chat
LiveAgent
9.5
Salesforce Service Cloud
8.5
Phone
LiveAgent
9.3
Salesforce Service Cloud
8.6
Text
LiveAgent
Not enough data available
Salesforce Service Cloud
8.7
Insight
Surveys
LiveAgent
9.1
Salesforce Service Cloud
8.5
Reporting
LiveAgent
9.1
Salesforce Service Cloud
8.8
Visitor Activity
LiveAgent
9.2
Salesforce Service Cloud
8.6
Help Desk
LiveAgent
9.4
Salesforce Service Cloud
8.8
Communication Channels
Customer Portal
LiveAgent
8.7
Salesforce Service Cloud
8.3
Email to Case
LiveAgent
9.0
Salesforce Service Cloud
8.5
Chat/Live Support
LiveAgent
9.1
Salesforce Service Cloud
8.0
Social Integration
LiveAgent
8.6
Salesforce Service Cloud
8.0
Call Center
Make, Receive, and Record Calls
LiveAgent
8.6
Salesforce Service Cloud
8.0
Customer and Contacts Database
LiveAgent
8.6
Salesforce Service Cloud
8.3
Products and Version Tracking
LiveAgent
8.8
Salesforce Service Cloud
8.1
Call Scripting
LiveAgent
8.8
Salesforce Service Cloud
8.0
Interactive Voice Response (IVR)
LiveAgent
8.7
Salesforce Service Cloud
8.0
Self Service/Community
Forums
LiveAgent
8.7
Salesforce Service Cloud
8.1
Knowledge Base
LiveAgent
8.6
Salesforce Service Cloud
8.2
Ideas/Feedback
LiveAgent
8.8
Salesforce Service Cloud
8.1
Q&A
LiveAgent
8.8
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
LiveAgent
8.6
Salesforce Service Cloud
8.1
Reporting
LiveAgent
8.6
Salesforce Service Cloud
8.0
Dashboards
LiveAgent
8.8
Salesforce Service Cloud
8.1
Platform
Mobile User Support
LiveAgent
8.0
Salesforce Service Cloud
7.8
ITIL Compliance
LiveAgent
8.7
Salesforce Service Cloud
8.2
Customization
LiveAgent
8.5
Salesforce Service Cloud
8.2
User, Role, and Access Management
LiveAgent
8.7
Salesforce Service Cloud
8.4
Internationalization
LiveAgent
8.7
Salesforce Service Cloud
8.0
Performance & Reliability
LiveAgent
9.0
Salesforce Service Cloud
8.2
Integration APIs
LiveAgent
8.5
Salesforce Service Cloud
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
61.8%
24.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
25.0%
41.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.2%
34.2%
LiveAgent
Small-Business
61.8%
Mid-Market
25.0%
Enterprise
13.2%
Salesforce Service Cloud
Small-Business
24.6%
Mid-Market
41.2%
Enterprise
34.2%

Reviewers' Industry

 
Information Technology and Services
12.8%
Information Technology and Services
14.2%
 
Computer Software
7.1%
Computer Software
13.9%
 
Internet
5.7%
Internet
7.6%
 
Retail
5.0%
Non-Profit Organization Management
3.3%
 
Marketing and Advertising
3.8%
Hospital & Health Care
3.2%
 
Other
65.4%
Other
57.8%
LiveAgent
Information Technology and Services
12.8%
Computer Software
7.1%
Internet
5.7%
Retail
5.0%
Marketing and Advertising
3.8%
Other
65.4%
Salesforce Service Cloud
Information Technology and Services
14.2%
Computer Software
13.9%
Internet
7.6%
Non-Profit Organization Management
3.3%
Hospital & Health Care
3.2%
Other
57.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
Consultant in Retail

Problems with calls, disconnecting during call, not being able to answer call, not being able to place calls

Administrator in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

 
LiveAgent
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
Consultant in Retail

Problems with calls, disconnecting during call, not being able to answer call, not being able to place calls

Salesforce Service Cloud
Most Helpful Favorable Review
User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Administrator in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Screenshots

 
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Videos

 

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

Happy customers. Let’s make them happier with Service Cloud.

LiveAgent

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

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