LiveAgent vs Zendesk comparison

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LiveAgent

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and Zendesk are competing in the customer support software market. Zendesk seems to have the upper hand due to its comprehensive features and perceived value, appealing to larger enterprises.

Features: LiveAgent is known for its built-in call center, social media integration, and user-friendly ticketing system. Zendesk is recognized for its extensive app marketplace, automation tools, and detailed analytics.

Ease of Deployment and Customer Service: LiveAgent offers a straightforward deployment model with personalized customer service. Zendesk provides a cloud-based deployment with extensive resources and community support, giving it the edge in complex deployments.

Pricing and ROI: LiveAgent offers a lower setup cost and favorable ROI for small to medium-sized businesses. Zendesk requires a higher initial investment but delivers a strong ROI through advanced capabilities suited for large-scale operations.

To learn more, read our detailed LiveAgent vs. Zendesk Report (Updated: November 2024).

LiveAgent vs. Zendesk

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Helped 824,053 peers since 2012

Categories and Ranking

LiveAgent

Ranking in Help Desk Software

32nd

Ranking in IT Service Management (ITSM)

41st

Ranking in Knowledge Management Software

13th

Average Rating

8.0

Reviews Sentiment

7.3

Number of Reviews

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

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Community Platforms (2nd)

Mindshare comparison

As of December 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 4.3%, down from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Ogechi O.

Assistant customer support manager

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.

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Ahmed Nassar

Technical Consultant at Spectrum Group

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.

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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."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"The stability has been very good."

"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."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"We rarely had issues with Zendesk."

"The product offers very good management. It has a great ability to assign tickets based on content."

More Zendesk pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"The solution itself wasn't easy to set up."

"The solution could integrate better with QR codes from some websites such as Facebook."

"It wasn't easy to set up so we're only using a third of all of the features,"

"The dashboard could be better."

"The price of the solution should be reduced."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

More Zendesk cons

Pricing and Cost Advice

Information not available

"From what I hear, Zendesk's pricing is a little expensive."

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

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 ...

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What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

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What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

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Comparisons

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Product Reports

Help Desk Software

Download LiveAgent product report

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

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QualityUnit

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.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

LiveAgent vs. Zendesk