LiveAgent vs Salesforce Service Cloud comparison

QualityUnit and Salesforce are both solutions in the Help Desk Software category. QualityUnit is ranked #38, while Salesforce is ranked #5 with an average rating of 8.3. QualityUnit holds a 0.3% mindshare in HDS, compared to Salesforce’s 2.2% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

163 Views
85 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 52 Salesforce Service Cloud reviews

609 Views
494 Comparison Views

96% willing to recommend

LiveAgent

Salesforce Service Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

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Salesforce Service Cloud and LiveAgent compete in the customer support management category. Salesforce Service Cloud seems to have an upper hand in comprehensive integrations and scalability for larger enterprises, while LiveAgent is a better choice for smaller businesses due to its cost-effective features.

Features: Salesforce Service Cloud provides advanced automation tools, AI-driven insights, and integration capabilities with other Salesforce products. LiveAgent offers real-time chat, email ticketing, and social media integration alongside a user-friendly dashboard.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment integrates smoothly within existing Salesforce ecosystems, offering robust infrastructure for large-scale operations with professional support services. LiveAgent is known for quick deployment and minimal setup requirements, with strong support services aiding rapid implementation.

Pricing and ROI: Salesforce Service Cloud has higher upfront costs due to its enterprise-level features, improving long-term ROI with customer engagement tools and automation. LiveAgent offers a more affordable pricing model, providing strong ROI through competitive pricing and features suitable for smaller teams.

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To learn more, read our detailed LiveAgent vs. Salesforce Service Cloud Report (Updated: February 2025).

Buyer's Guide

LiveAgent vs. Salesforce Service Cloud

February 2025

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Helped 845,406 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

LiveAgent

Ranking in Help Desk Software

38th

Ranking in Knowledge Management Software

15th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (43rd)

Salesforce Service Cloud

Ranking in Help Desk Software

5th

Ranking in Knowledge Management Software

2nd

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Daniel Lies

Head of Process Management at Immoveo gmbh

Service level optimization is key as is the integrated email and chat functions

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"The plug-ins that work with other standard systems have made the product industry-ready."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"It's a cloud tool, so it is easy to set up."

"There is an out-of-the-box feature for reporting and analytics"

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"The interface is quite user-friendly."

"In terms of visibility to my boss and the team, it does help a lot."

More Salesforce Service Cloud pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"There is room for improvement in pricing."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"I would like to add some bot features."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"The solution’s user interface could be improved."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

More Salesforce Service Cloud cons

Pricing and Cost Advice

Information not available

"Salesforce Service Cloud is a bit expensive."

"Salesforce is very cost-effective."

"Salesforce Service Cloud is a highly expensive solution"

"The price of the solution depends on how many users need access to it"

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"The price is too expensive."

"The solution is priced at 50 dollars a month per user."

"Salesforce is not a cheap product. It can be expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

17%

Educational Organization

14%

Computer Software Company

13%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

See all answers

What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

See all answers

Comparisons

No data available

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Compared 21% of the time

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Compared 20% of the time

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Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

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Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download LiveAgent product report

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Buyer's Guide

LiveAgent vs. Salesforce Service Cloud

February 2025

Free Report: LiveAgent vs. Salesforce Service Cloud

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.