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LiveAgent vs Zendesk comparison

QualityUnit and Zendesk are both solutions in the Help Desk Software category. QualityUnit is ranked #33, while Zendesk is ranked #11 with an average rating of 7.7. QualityUnit holds a 0.4% mindshare in HDS, compared to Zendesk’s 4.2% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 183 Views
  • 95 Comparison Views
100% willing to recommend
Zendesk
Read 59 Zendesk reviews
  • 2,307 Views
  • 1,617 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed LiveAgent vs. Zendesk Report (Updated: November 2024).
Buyer's Guide
LiveAgent vs. Zendesk
November 2024
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Helped 816,406 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:
 

Scalability Issues

No sentiment score available
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Room For Improvement

No sentiment score available
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

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
Reviews Sentiment
7.5
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
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 - PeerSpot reviewer
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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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
8%
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 ...
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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 ...
See all answers
 

Comparisons

No data available
ServiceNow vs Zendesk Logo
ServiceNow vs Zendesk
Compared 22% of the time
JIRA Service Management vs Zendesk Logo
JIRA Service Management vs Zendesk
Compared 12% of the time
Atlassian Confluence vs Zendesk Logo
Atlassian Confluence vs Zendesk
Compared 11% of the time
Freshservice vs Zendesk Logo
Freshservice vs Zendesk
Compared 8% of the time
BMC Helix ITSM vs Zendesk Logo
BMC Helix ITSM vs Zendesk
Compared 5% of the time
More Zendesk Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
October 2024
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
Zendesk
October 2024
Zendesk reportDownload Zendesk product report
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

QualityUnit
Zendesk
 

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
Buyer's Guide
LiveAgent vs. Zendesk
November 2024
Free Report: LiveAgent vs. Zendesk
Find out what your peers are saying about LiveAgent vs. Zendesk and other solutions. Updated: November 2024.
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816,406 professionals have used our research since 2012.
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See our list of best Help Desk Software vendors, best IT Service Management (ITSM) vendors, and best Knowledge Management Software vendors.

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.