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LiveAgent vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

LiveAgent
Ranking in Help Desk Software
33rd
Ranking in IT Service Management (ITSM)
41st
Ranking in Knowledge Management Software
13th
Average Rating
8.0
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
9th
Ranking in Knowledge Management Software
2nd
Average Rating
8.2
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of LiveAgent is 0.4%, up from 0.2% compared to the previous year. The mindshare of Zendesk is 4.2%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

OO
Nov 29, 2021
Prioritizes tasks and easily organizes messages and responses
I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.
Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

Quotes from Members

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

Pros

"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Zendesk Support has a lot of good APIs."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The initial setup is simple and straightforward."
 

Cons

"There are other products that are more popular."
"Connection to other softwares could be improved."
"It needs to improve in terms of its flexibility, price, and installation."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
"The support team is time-consuming, and they don't find the answer to our problem."
 

Pricing and Cost Advice

Information not available
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"The price is very competitive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"From what I hear, Zendesk's pricing is a little expensive."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
7%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What needs improvement with Zendesk Support?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about LiveAgent vs. Zendesk and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.