As businesses grow, the complexity of managing customer interactions increases. Live chat has emerged as a vital tool for providing real-time support and enhancing customer satisfaction.
JivoChat and LiveAgent are two popular live chat platforms that offer a range of features to help businesses effectively engage with their customers.
However, choosing the right live chat software can be overwhelming. This article provides a comprehensive comparison of JivoChat and LiveAgent to help you select the best solution for your business’s unique needs.
Here’s what you’ll find in this article
Comparison JivoChat vs LiveAgent
Features
User Interface and Ease of Use
Let’s start with LiveAgent. This software takes pride in having a simple setup process that only takes 10 minutes. Its interface is intuitive and beginner-friendly.
Though setting up and using LiveAgent is simple, its number of features makes it a bit confusing. It doesn’t only focus on live chats.
JivoChat, on the other hand, offers a straightforward experience. This software does have other features, but they are all related to live chats.
While both options have an intuitive interface, we would say JivoChat is easier to use and understand than LiveAgent.
Core Features
As mentioned before, JivoChat mostly focuses on live chats. It offers the standard features you would see in this kind of software. We are talking about canned responses, chat routing, conversation history, and more.
Unlike others, JivoChat has a mobile app for visitors and customer support agents. That allows clients to reach out to you without directly going to your website. The platform’s AI assistant is meant to reduce your workload and handle repetitive inquiries.
Something that makes this platform stand out from others is Jivo Marketing. It offers unique features, such as popup windows, chat campaigns, and detailed statistics.
LiveAgent is popular for the number of features it offers. First, you have its special ticketing system that gives you a universal center for all your chats. It works like a desk management software.
Naturally, it has live chat functions too. With it, you can use chatbots to send canned responses, proactive ways to initiate a conversation, and even track your client’s customer journey.
Although it’s not directly related to its live chat features, LiveAgent has a call center system. When you use it, you can manage all the calls your company gets and transfer them if necessary.
If you want a platform to manage all your customers’ concerns, calls, and social media interactions, try LiveAgent. JivoChat is better for people looking for software that mainly approaches live chatbots.
Here is a comparison table to help you understand everything:
| JivoChat | Canned responses AI assistant Chat routing Chat history Jivo Marketing Jivo Mobile SDK |
| LiveAgent | Ticketing system Call center features Canned responses Visitor tracking AI assistant Management of social media messages |
Integration and Compatibility
You will see the most common integrations in live chat software in JivoChat. It includes website builders, CRM systems, and messaging apps. These are some of the options available:
- U Chat
- WordPress
- Shopify
- Wix.com
- Google Analytics
- Zapier
LiveAgent has a wide range of integrations. Apart from the average choices, it works with business tools and custom API integrations, too. Check the most important ones:
- Slack
- WordPress
- MailChimp
- Shopify
- InvoiceBerry
- Netelip
- PayPal
- Asana
- Google Analytics
- Google Sheets
Both live chat tools are compatible with social media and optimize how you use it to your benefit. The integrations JivoChat offers are enough for most businesses, but LiveAgent has many more available.
Customization and Branding
If you want a chatbot to talk to your customers, you need it to match your company’s branding. Otherwise, it will look off and unprofessional. JivoChat allows basic customization of how your chat widget looks and other branding elements.
LiveAgent does the same but with more advanced customization options for the chat widget and customer support team interface.
You could say LiveAgent is slightly more flexible when it comes to customization and branding. Both options are excellent, though.
Performance and Reliability
JivoChat and LiveAgent are reliable providers that achieve the goals they have as a company. They allow you to solve your customer’s concerns quickly thanks to their canned responses and AI assistants.
In a nutshell, responsiveness and speed won’t be a problem with either of these tools. There’s no major difference between them regarding this matter.
Pricing and Value for Money
Pricing Plans
Both live chat tools have a plan-based pricing system. Here are JivoChat’s options:
- Basic – Free
- Professional – $19/per agent monthly – If billed annually
- Enterprise – $38/per agent monthly – If billed annually
Now, let’s check LiveAgent’s pricing plans:
- Free
- Small Business – $9/per agent monthly- Billed annually
- Medium Business – $29/per agent monthly -Billed annually
- Large Business – $49/per agent monthly -Billed annually
- Enterprise – $69/per agent monthly -Billed annually
While both tools have free options, LiveAgent most cost-effective plan is more affordable than JivoChat’s. The two of them offer 14-day trials, but you can get a 30-day one on LiveAgent if you request it from a business email.
Value Proposition
JivoChat has a decent value-for-money balance. The Basic plan lets you answer your customer’s questions quickly. Yet, you need the Professional plan if you want the advanced features.
The main problem with this tool is that you have to pay for specific features as add-ons. That includes the AI assistant, Jivo Marketing System, and even the WhatsApp integration.
On the other hand, LiveAgent’s value-for-money balance is definitely above average. All plans offer a wide variety of features. You actually get access to the software’s knowledge base from the Small Business one.
Special features, such as the AI assistant or call center support, are within the pricing plan. You don’t need to pay extra fees for them.
JivoChat is decent for medium-sized businesses. You could get it for a startup if you don’t need its add-ons. Regarding LiveAgent, it works for businesses of any size due to the number of features each plan gives you.
Customer Support Resources
Support Channels
Both JivoChat and LiveAgent offer clients tutorials, email support, and FAQs. It’s easy to reach out to the team, and they make reaching out to you easier for your customers.
Documentation and Learning Resources
If you have any concerns about how JivoChat works, the company answers quickly. Its blog has a lot of information related to chatbots and eCommerce, and its “Help” section has all kinds of tutorials on how to use the tool.
LiveAgent takes the extra mile when it comes to support channels and resources. It has an actual online academy to help you become a customer service expert. Besides that, you will find a glossary to look for terms you don’t understand, a support portal, and a blog.
User Feedback and Reviews
JivoChat has mixed reviews. G2 and Capterra gave it 4.5/5 stars. Regardless of that, Trustpilot only gave it 2 stars.
LiveAgent has overall very positive reviews. In this case, it has a 4.5/5 rating from G2 and Capterra and 3.5/5 from Trustpilot.
Users love how easy it is to use JivoChat. However, most say its customer support team is really slow. LiveAgent users say that they benefit a lot from having all customer inquiries in one place but that its website crashes or takes long to load every now and then.
An Alternative Option to Consider
JivoChat and LiveAgent are indeed excellent options for customer support. However, they are not the only ones. If you don’t like what both tools offer you can check out Chatway live chat.
This live chat software enables you to communicate with customers and website visitors in a prompt and professional manner and it offers features that makes providing quality support seamless. These features include canned responses, full chat widget customization, multilingual support, mobile applications, and more.
Chatway only has two pricing plans; one is free and the other is $9/per agent per month. That makes it one of the most affordable live chat tools online. The live chat app also has glowing reviews from multiple platforms. It’s definitely worth considering.
Recommended Resources
Chatway Vs JivoChat Comparison
Chatway Vs LiveAgent Comparison
Conclusion
Although JivoChat and LiveAgent offer live chat features, they are different from each other. LiveAgent gives you many features to increase customer satisfaction and sales, and JivoChat mainly focuses on chatbots.
Both platforms offer free trials, so we recommend testing them out to determine the best fit for your business. If you’re still uncertain about which option to choose, consider exploring other live chat tools like Chatway.
