Today’s customers expect to get quick and convenient support when they have a question or are experiencing an issue. That’s why companies that provide real-time assistance, resolve complaints on time, and always answer people’s questions are more likely to succeed in the competitive market.
Exceptional and timely support allows business owners to demonstrate their commitment to customers’ satisfaction, meet their expectations, and build long-lasting relationships with them. Moreover, proactive customer service can enhance your brand’s reputation, increase retention rates, boost conversions, and drive sales.
Live chat software has emerged as the best solution for providing quick and comprehensive support, but with so many options available, companies often struggle to find the right one. How can you choose a suitable tool?
Two popular contenders are LiveAgent and Zendesk Chat. Both are packed with features and integrations that can help you quickly resolve customers’ issues, connect on a deeper level with them, and take your business to the next level.
Do you want to know which is the best one between both options? This blog post delves into the features and solutions that LiveAgent and Zendesk Chat offer. It’ll focus on key aspects – such as pricing, ease of use, and customization capabilities – to help you choose the right live chat software for your business. Read on!
Feature Comparison
LiveAgent and Zendesk Chat have been created for similar purposes. As such, both offer common and unique live chat features. Explore the main ones below.
Core Functionalities
These are the core functionalities that both products share:
- Chat window customization: With LiveAgent, you can manually customize chat windows’ look and feel by changing buttons’ colors, branding, or other elements. Zendesk Chat also allows you to change widgets’ appearance based on your own preferences and style. These capabilities used to be limited but have been upgraded over time.
- Chat routing: Both solutions enable skills-based and department chat routing. However, LiveAgent is slightly different because it incorporates a rules-based option.
- Ticketing system integration: Although both options offer a ticketing system, LiveAgent is included within the live chat solution. Zendesk Chat users must integrate this tool through Zendesk Support (a separate product).
- Offline messaging: Both LiveAgent and Zendesk Chat have features that allow customers to contact you even if your agents are offline.
- Canned responses: These two live chat solutions let you predefine responses to quickly answer customers’ common questions or demands.
- Chat history: Although both options incorporate this feature, LiveAgent offers unlimited chat history, while Zendesk Chat may be more limited based on the plan you choose.
- Reporting: Both live chat solutions have real-time and historical reporting capabilities, but LiveAgent may allow greater customization when it comes to report generation.
- Analytics: LiveAgent’s analytics are basic but quite useful. Plus, you’ll get several tools even with lower-tier plans. Contrastingly, Zendesk Chat offers more advanced analytics options, but the best features may be only available on higher-tier plans, which are more expensive.
Differentiating Features
LiveAgent and ZendeskChat share core functionalities that most live chat software solutions have. However, each platform boasts unique features that could suit specific goals or needs. Explore some key differentiators below:
LiveAgent
- Self-hosting option: With this solution, you can choose to host the software on your own server, which will give your business more control over the tool itself and the data collected through it.
- Built-in social media integration: LiveAgent can seamlessly integrate with the most popular social media platforms, becoming a centralized communication hub. You can manage customer interactions from different channels in just one place.
- Gamification features for agents: This tool integrates gamification elements, such as badges and rewards, which you can use to encourage your customer support team to do a great job.
Zendesk Chat
- Extensive multilingual support: Zendesk Chat supports multiple languages, meaning you can provide assistance to customers around the world. In other words, you’ll be able to reach a wider audience.
- Powerful integrations with other Zendesk products: This solution can easily integrate with other useful products developed by the same brand, such as Zendesk Support for the ticketing system.
- AI-powered chatbots: Zendesk Chat features AI-powered chatbots you can use to handle customers’ easy-to-answer questions. These tools can help you save time and optimize processes by allowing your support agents to focus on more complex queries.
Pricing Comparison
The perfect live chat solution not only offers many features but also adapts to your budget, so this is another aspect you should consider to make the best decision when choosing one.
Fortunately, you can find a comparison of LiveAgent’s and Zendesk Chat’s pricing information below.
LiveAgent
Small businesses can start using LiveAgent for just $9 per agent per month on an annual basis, which isn’t too expensive. Unlike other plans, it isn’t too limited. This option comes with multiple tools and solutions that can really improve your customer service.
If you want more advanced features, there are other plans with fewer limits and more tools, solutions, and integrations. Prices are defined as follows:
- Medium Business Plan: $29 per agent per month if billed annually
- Large Business Plan: $49 per agent per month if billed annually
- Enterprise Plan: $69 per agent per month if billed annually
Those who choose the “Medium Business” and “Large Business” plans get two free months. Furthermore, LiveAgent offers between 14 and 30 days of trial at no cost. This is a great option to test the platform’s capabilities before committing to a monthly payment.
Zendesk Chat
Zendesk Chat’s pricing structure can be a bit trickier to understand. This solution is available as part of the Zendesk Suite, which includes other products from the same developer.
If you want to get the Zendesk Suite, you can choose between different plans, including the following:
- Team Suite: Available from $55 per agent per month if billed annually
- Growth Suite: Available from $89 per agent per month if billed annually
- Professional Suite: Available from $115 per agent per month if billed annually
- Enterprise Suite: Available from $169 per agent per month if billed annually
There are some add-ons priced between $25 and $50 per agent per month, such as Zendesk Workforce Management and Advanced AI. Additionally, Zendesk offers an option for small businesses, allowing you to build your own plan starting at $19 per month.
Do you want to try Zendesk Chat’s capabilities before purchasing a plan? As soon as you sign up, you’ll be placed in a free 30-day trial with all the features available.
Ease of Use
Whether a live chat solution is easy to use will depend on its interface. If you’re evaluating two options, you need to consider this aspect to choose one suitable for your team.
LiveAgent is considered a “user-friendly” platform. Since its interface is simple and intuitive, users don’t need extensive technical knowledge. Setting up this tool is also easy and relatively quick.
With a feature-rich interface, Zendesk Chat can be more intricate and even a little overwhelming for users, especially those who choose the full Suite. That means this live chat solution requires more learning and training.
Customer Support
To provide exceptional customer service, you also need to get prompt assistance when your live chat software isn’t working as it should or you have any questions. Is this something that LiveAgent or Zendesk Chat offers? Find more information below.
- LiveAgent: All LiveAgent plans include 24/7 support via email, a contact form, Messenger, WhatsApp, and chat with an agent or a bot. Users cannot reach the support team via phone calls, but this option is available for those who want to contact sales representatives for immediate assistance.
- Zendesk Chat: This solution is known for its comprehensive help center, which includes product guides, step-by-step tutorials, videos, community forums, and more. Plus, users can contact the support team from within the product itself or through a contact form if their account is unavailable.
Use Cases
Do you want to know which option between LiveAgent and Zendesk Chat is best for your business needs? Find out which product is suitable for each scenario below!
- Small businesses with limited budgets: LiveAgent may be a better fit for small businesses and entrepreneurs because it offers more affordable plans. Plus, its intuitive interface and straightforward setup can benefit smaller teams.
- Companies needing advanced integrations with other Zendesk products: Zendesk Chat is definitely the best live chat solution for businesses that need to integrate this platform with other products made by the same developer. You’ll have a unified interface with everything you need in just one place, which brings many advantages.
- Businesses prioritizing self-hosting capabilities: LiveAgent isn’t just the winner but the only option you could choose, as it offers self-hosting options for more customization and control over data. Contrastingly, Zendesk Chat operates as a cloud-based solution.
- Companies looking for AI-powered chatbots: Zendesk Chat has an advantage over LiveAgent when it comes to chatbots. Businesses can use this platform’s AI-powered tools to automate responses and address simple queries. The Answer Bot, which uses machine learning, is an example.
Not Satisfied? Try Chatway
There are options available that won’t cost you a dime. These solutions can provide real-time chat functionality to help you connect with your customers and website visitors. One of such solutions is Chatway, a live chat app that is offered for free.
Get Started Effortlessly (and for Free)
Chatway offers a free live chat plan that’s perfect for businesses of all sizes. Chat with unlimited customers and add your entire team to the conversation, all without breaking the bank. It’s a fantastic way to dip your toes into live chat or keep costs under control.
Packed with Powerful Features
Don’t be fooled by the free price tag! Chatway is loaded with features that rival even the most expensive live chat solutions. Deliver exceptional customer service with features like chat functionality, branding customization to match your store’s look and feel, and multilingual support to reach a global audience. Plus, gain valuable insights with built-in analytics to track conversations and continuously improve your service.
Unmatched Flexibility
Unlike some live chat platforms that restrict you to specific platforms, Chatway works seamlessly wherever you need it. Easily integrate Chatway with your website builder (like Duda or WordPress) or payment processor (like Square) for a smooth and convenient experience.
Empower Your Team
Need help managing your chat conversations? No sweat! Chatway’s free plan allows you to add an unlimited number of agents to your team, unlike other services that restrict the number of agents on their free tiers. This ensures you’re always well-equipped to handle customer inquiries.
Final Thoughts: Which Option Should You Choose?
If you need a live chat solution, both LiveAgent and Zendesk Chat are powerful options. However, both products serve different needs.
LiveAgent could be a better choice for small businesses and entrepreneurs with a budget or teams that don’t need advanced features. Plus, it offers the flexibility of self-hosting and data control.
On the other hand, Zendesk Chat could be ideal for larger organizations that already use Zendesk products or can invest in the entire Zendesk ecosystem. Businesses that need more powerful analytics and reporting capabilities or want to incorporate AI-powered tools into their live chat arsenal can also benefit from this solution.
If you want to choose the best option between LiveAgent and Zendesk Chat, you should assess your needs, define your preferences, and set a budget. These aspects are key to making a good choice.
