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Top 10 Alternatives to LiveAgent: List of Popular Helpdesk Tools

Category: B2B News

Helpdesk software applications offer a range of benefits to businesses and enable them to provide better quality customer support. You can also inform yourself about the latest trends in the helpdesk sector to select a quality system for your needs. To help you in your quest for the right platform, we analyze the top features and benefits of LiveAgent as well as viable alternatives to it in this article.

LiveAgent is a widely used helpdesk product that combines multiple channels into a single compact package. It includes email, live chat, and social media integration (Twitter and Facebook). Plus, this robust app offers essential helpdesk features such as file sharing, contact forms, gamification, statuses, and POP3 accounts among others.

What is LiveAgent?

Unlike a lot of competitor applications, LiveAgent is designed to be intuitive and simple, making it easy to learn, use, and implement. All the interface elements are well planned and easily accessible, so you can master the system in a short time. If you have used a help desk software solution before, you will appreciate this simplicity and ease of use especially for a platform that is utilized to manage a large number of customers every day.

A standout feature is the excellent support offered by the vendor as even small clients get full lifetime 24/7 support. All packages include support options. You can contact the support agents via phone, live chat, or email anytime to get your issues resolved quickly.

Second, LiveAgent offers great value for money to businesses of all sizes. So, you need to pay only for what you wish to use whether you are small startup or a large enterprise. Start with 3 agents and add more if required. During off-season, you can scale down to the basic plan. All packages start with basic email support and ticketing, and as your needs grow you can add on-site live chat as well as a feedback mechanism to make your customer support more effective.

LiveAgent in action

Benefits of LiveAgent

  • You can opt for on-premise or cloud deployment.
  • The vendor offers reliable tech security.
  • It enables your agents to interact with customers with a new level of flexibility.
  • You can integrate a knowledge base to help agents resolve issues faster and more efficiently.
  • You can eliminate email addresses and instead use contact forms to deliver a better helpdesk experience.
  • It can help your brand become more reliable and trustworthy, and gain customers based on your good reputation.

If you want to look at more options, we will not disappoint you. Read on to learn about the top tools and benefits of good LiveAgent alternatives. We give you valid reasons why you should consider the alternative app instead of LiveAgent and vice versa.

Top 10 Alternatives to LiveAgent

1. Freshdesk

Our experts rate Freshdesk as one of the top LiveAgent alternatives for its simple yet robust features. In fact, we have distinguished Freshdesk with high marks in our reviews to recognize its high quality. The vendor offers a great free trial plan that you can use to test all key features of the software. You can easily sign up for Freshdesk free trial here.

Freshdesk

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.

Freshdesk won our Best Help Desk Software Award 2018

Our score
9.8
User satisfaction
100%

How can your business benefit by subscribing to Freshdesk? To start, the product offers useful features for both small companies as well as large corporations. These tools include self-service portals, smart automations, multiple SLA policies, integrated game mechanics to improve agent productivity, and multichannel capability.

On top of that, Freshdesk also provides standard features such as community platform, knowledge base, and helpdesk ticketing. It converts your support emails into tickets that you can track for accurate and rapid response. Plus, the system allows you to link forum questions to a ticket and vice versa, which enables you to provide streamlined answers to customer queries. If you wish to look at other options, browse the Freshdesk alternatives here.

Why use Freshdesk instead of LiveAgent?

  • It has integrated phone support, live chat, and game mechanics.
  • It works with legacy productivity apps and your CRM when you need to pull out customer information.
  • You can label tickets fast and accurately, and route them quickly to the right agent for prompt resolution.
  • Your support team can get visibility across social channels.

Why use LiveAgent instead of Freshdesk?

  • It offers a more extensive feature set.
  • It provides a universal, all-in-one inbox that can be managed easily by your agents.
  • It stores tickets and requests automatically so that none of them are lost.
  • It offers a specially designed customer portal where your customers can find the information they need.

2. Samanage

Samanage is a leading IT service desk and asset management platform. It can instantly be deployed via a true cloud, SaaS-based model. For this reason, there is no need for hardware or software installation, or maintenance on your site. Plus, the system is multi-tenant which means a single, always new instance of the software is offered to you.

What makes Samanage stand out among competitors? It automatically collects all IT asset configuration data and empowers your IT staff with comprehensive alerts and reporting in a simple interface. Plus, this integrated service desk solution allows customers to submit requests online and gives the IT support desk immediate access to related asset configuration. This speeds up resolution time and boosts productivity. For more good choices, browse these viable Samanage alternatives here.

Why use Samanage instead of LiveAgent?

  • It streamlines tickets, service requests, and fulfillment processes.
  • It helps customers resolve their issues on their own using the knowledge base.
  • You can build on best practices and shared knowledge from historical incidents.
  • You can track and control assets across your business.

Why use LiveAgent instead of Samanage?

  • You can easily review tickets anytime as all information is saved and categorized for your needs.
  • It is loaded with top rate chat and management features.
  • You can easily handle a large number of queries without the need to maintain a large team.
  • All data is stored under one roof, and classified and delivered to different business units based on preset rules.

3. Zendesk

Zendesk is a leading helpdesk software app that is used by more than 40,000 enterprises worldwide, from small businesses to large multinational corporations such as Zappos and Groupon.

This helpdesk system is easy to deploy and implement, and helps to reduce costs, improve productivity, and ensure customer satisfaction. It can host from 5 to 500 agents, and can manage thousands of tickets every day. Plus, it integrates your support channels such as web chat, email, and social media. You can access the platform from your desktop or mobile device, making it a handy helpdesk product for small businesses that utilize a home-based support setup. To give you more choices, here are viable Zendesk alternatives.

Why use Zendesk instead of LiveAgent?

  • It is flexible and easy to deploy, and you can set it up in minutes.
  • It offers time-saving widgets such as streamlined conversations, automation, sharing, ticket views, and triggers.
  • It enables you to offer self-service support with features such as intuitive FAQ search, online community, robust knowledge base, and 24/7 online service portal.
  • It provides plenty of branding and customization options.

Why use LiveAgent instead of Zendesk?

  • It can increase the efficiency level of your company.
  • It empowers you to capture serious queries instantly, transfer tickets, create completely new tickets, and rate agents based on their performance.
  • You can manage multiple social channels simultaneously.
  • You can monitor Facebook and Twitter to capture trends and business opportunities.

4. Desk.com

Desk.com is a popular helpdesk software app that promises a fast and easy way to deliver top notch customer service. It is geared towards SMEs, but also offers powerful tools for large enterprises.

Desk.com collates all customer conversations in one channel where your agents can collaborate to manage, prioritize, and personalize responses with efficiency. They can provide prompt responses via phone, chat, and social media. On top of that, you can add or remove part-time agents when needed and track customer sentiments with fully integrated social media tools. Plus, you can enjoy mobility with Blackberry, Android, and iOS apps or mobile browser version. If you think this solution is too basic for your needs, check out good Desk.com alternatives here.

Why use Desk.com instead of LiveAgent?

  • You can create your own custom support center with the Desk.com editor.
  • The Content Manager tool allows you to update and customize the support center for different brands.
  • You can add a built-in community discussions feature to your website.
  • You can create rules to speed up customer support including auto assignment of tasks, and set case status, priority setting, and role associations.

Why use LiveAgent instead of Desk.com?

  • It offers more affordable pricing packages.
  • It provides a more extensive feature set.
  • It offers analytics overview and performance reports.
  • It also provides SLA compliance report.

5. TeamSupport

TeamSupport is a comprehensive customer support suite that empowers you to collaborate and communicate more effectively, streamline relationships between all business units, and manage clients and resources to provide faster and more accurate customer support response. The system offers a range of advanced functionalities to help your whole company operate as a single unit while addressing customer concerns. For example, your support team can collaborate with your sales, finance, and technical teams to get superior customer feedback. On top of that, the platform connects easily with Dropbox, Zoho Reports, MailChimp and and many other applications. Top features include ticket automation, ticket management, live chat, screen recordings, advanced customer self-service portals, and best-in-class reporting. If you wish to check out more options, read about good TeamSupport alternatives here.

Why use TeamSupport instead of LiveAgent?

  • It streamlines collaboration between agents and departments.
  • It evaluates ticket engagement, and captures both positive and negative trends in agents’ performance.
  • It converts data into operable intelligence.
  • It enables customer self-service.

Why use LiveAgent instead of TeamSupport?

  • You can opt for on-premise or cloud deployment.
  • It enables your agents to interact with customers with a new level of flexibility.
  • It offers gamification features to enhance productivity.
  • It provides 39 translations as well as language adaptable widgets.

6. Intercom

Intercom is a behavioral targeting and user intelligence platform that helps to better understand and improve your customer communication. It offers insights into who is using your product and provides the features to send personal communicators. You can use this app to send targeted behavior-driven emails and in-app messages. Plus, the product offers a live database of customers that is constantly updated. It also provides features to get feedback from your customers, and to send event invites and other communication. If you want a more advanced tool, browse these good Intercom alternatives here.

Why use Intercom instead of LiveAgent?

  • You can view and get notified about client status updates.
  • You can view all your customer data on a single platform.
  • Get access to live information on customer behavior and utilize these insights to create targeted campaigns for your desired audiences.
  • Track how your campaigns are performing in real time.

Why use LiveAgent instead of Intercom?

  • The vendor offers reliable tech security.
  • You can integrate a knowledge base to help agents resolve issues faster and more efficiently.
  • It offers a more extensive feature set.
  • It provides more affordable pricing packages.

7. Help Scout

Help Scout is a robust help desk solution that is used by numerous small businesses, medium-sized enterprises, and freelancers. It offers a shared inbox that your team can use to collaborate to provide response whenever an email or support request comes in. The best part about this platform is it eliminates the complexities of traditional help desk solutions, and makes it simple for team members to collaborate to provide speedy responses. Other highlights are seamless integrations with popular business systems and flexible and affordable pricing packages for companies of all scales and industries. To give you more choices, we provide viable Help Scout alternatives here.

Why use Help Scout instead of LiveAgent?

  • It can help your agents to communicate with clients in an easy and fast manner.
  • The built-in powerful work builder allows you to customize literally all processes.
  • You can create and host rich knowledge bases.
  • It offers a free plan suitable for small teams and startups.

Why use LiveAgent instead of Help Scout?

  • You can eliminate email addresses and instead use contact forms to deliver a better helpdesk experience.
  • It offers a more extensive feature set.
  • You can easily review tickets anytime as all information is saved and categorized for your needs.
  • It can increase the efficiency level of your company.

8. Front

Front is designed to help teams efficiently manage their email inbox. It enables you to place all messages in a consolidated inbox. This includes your support and sales emails, chat and SMS messages, and notifications from Facebook Messenger and Twitter. This single inbox experience allows you to enhance team collaboration and provide better customer communication. Plus, the app integrates with a number of business solutions from Salesforce to GitHub to make your communication more responsive and organized. Another highlight is you can assign messages to team members both manually and automatically. If you think this product is too basic for your needs, check out good Front alternatives here.

Why use Front instead of LiveAgent?

  • Its interface is based on popular email clients and is easy to use.
  • It offers features such as canned answers, comments, and reminders to boost productivity.
  • The built-in analytics tools enable effective monitoring of performance.
  • It automates actions after conversations meet predefined criteria.

Why use LiveAgent instead of Front?

  • It can help your brand become more reliable and trustworthy, and gain customers based on your good reputation.
  • It provides a universal, all-in-one inbox that can be managed easily by your agents.
  • It is loaded with top rate chat and management features.
  • It empowers you to capture serious queries instantly, create completely new tickets, transfer tickets, and rate agents based on their performance.

9. Vision Helpdesk

Vision Helpdesk is all-in-one helpdesk system that empowers you to manage various channels like calls, email, chat, web forms, Twitter, and Facebook under a single roof.

Vision Helpdesk offers three products:

  • Help Desk Software (multi channel help desk)
  • Satellite Desk (multi brand/company help desk)
  • Service Desk (ITIL/ITSM desk)

Plus, it offers a range of features to facilitate expert customer support including: helpdesk reports, responsive customer portal, custom fields, survey, SLA and escalation, helpdesk automation, task management, knowledge base management, client management, staff management, converting emails into tickets, multi-channel support and more. For more good options, browse these viable Vision Helpdesk alternatives here.

Why use Vision Helpdesk instead of LiveAgent?

  • It allows you to manage support for multiple companies/brands/products from a single staff portal and each brand can have its own customer portal.
  • Ticket billing enables you to offer paid technical support to your end users.
  • It offers Blabby, a staff collaboration tool, where your agents can share knowledge base articles and get suggestions and comments from colleagues while resolving customer issues.
  • It includes helpdesk gamification features.

Why use LiveAgent instead of Vision Helpdesk?

  • It stores tickets and requests automatically so that none of them are lost.
  • You can easily handle a large number of queries without the need to maintain a large team.
  • You can manage multiple social channels simultaneously.
  • It offers analytics overview and performance reports.

10. Zoho Desk

Zoho Desk is a support desk system that helps companies deliver top rate customer support. The app offers  tools that improve agent productivity, and insightful analytics and reports that empower managers to identify key issues in agent performance so that they can enhance their service quality as well make smart business decisions. Customers also benefit as the platform allows them to easily find timely support from their workstations. With Zoho Desk, companies can offer their support teams task automation, multiple support channels, and other effective tools to deliver prompt and responsive customer support. This allows businesses to build closer stronger relationships with their customers, resulting in enhanced revenues. If you wish to look at other options, browse these good Zoho Desk alternatives here.

Why use Zoho Desk instead of LiveAgent?

  • You can offer multiple support channels to meet the preferences of your customers.
  • It offers social support integration on Facebook and Twitter.
  • Your customers can easily find answers and reach out to other clients as well as experts.
  • Forums encourage consumers to converge and help one another by providing ideas and solutions based on firsthand experiences.

Why use LiveAgent based on Zoho Desk?

  • All data is stored under one roof, and classified and delivered to different business units based on preset rules.
  • You can monitor Facebook and Twitter to capture trends and business opportunities.
  • It provides SLA compliance report.
  • It offers 39 translations as well as language adaptable widgets.

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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