Compare LiveAgent vs Freshservice

Software Description:

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 170+ support features, you'll be able to link every support channel.

LiveAgent is available in 39 languages and both as SaaS license or a self-hosted license (installed on your own server).

Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular).

Software Description:

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 SMB, mid-market, and enterprise customers worldwide.

Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.

Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach.

Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Features:

• Click-to-Dial
• Task Scheduling/Tracking
• 2-Factor Authentication
• Batch Permissions & Access
• File Sharing
• Lead Management
• Call Tracking
• Scheduling
• Marketing Automation
• Contact Sharing
• Billing/Invoicing
• API
• Data Import
• Data Export
• Notifications
• Dashboard
• Third-Party Plugins/Add-Ons
• External Integrations
• Contact Management
• Email Integration
• Customer Management
• Google Apps Integration
• Multi-User

Features:

• API
• Gamification
• Inventory Tracking
• Dashboard
• Notifications
• Scheduling
• Task Scheduling/Tracking

Summary:

• Multichannel support (Email, Voice, LiveChat, FB and Twitter)

• Intelligent Spam Filter

• Live Chat

• Knowledge Base

• Analytics

• Ticketing system

• Suggestions

• Mobile ready

• Departments, Tags and Filters

• Automatic Ticket Distribution & Service-level Agreement (SLA)

Summary:

• Asset Management & Asset Discovery Includes: Assets Life cycle management; Better asset optimization; Controlling IT assets data; Discovering new assets easily.

• Incident Management: Minimizes the impact of failures and interruptions on business operations & ensure best possible service level agreement.

• Problem Management: Once user raises a problem, Freshservice simplifies the problem management process with a thorough problem analysis. This includes root cause analysis and analysing the impact and the symptoms of the problem in question.

• Knowledge Base: Quick answers to all frequent queries.

• Change Management: When it comes to tracking changes, looking up linked problems or making plans for a rollout, Freshservice makes sure that any and every task is just a few clicks away.

• Release Management: This service makes release management as seamless as possible by equipping its users to deal with even the most unexpected of conflicts.

• Contract Management: Easy to manage IT contracts with Freshservice.

Pricing:

• Starting from: $12.00/month
• Credit card required: No

• Hosted plans:
  
  
  TICKET
  $12/MONTH
  E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app
  
  
  TICKET+CHAT
  $29/MONTH
  E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app, Live Chat, Real-time visitors monitoring, Chat invitations, Feedback management
  
  
  ALL-INCLUSIVE
  $59/MONTH
  Cloud Call Center, E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app, Live Chat, Real-time visitors monitoring, Chat invitations, Feedback management, Facebook & Twitter, Call center support, Gamification, Branding free

Pricing:

• Starting from: $19.00/month
• Credit card required: N/A

• Blossom: $19/agent/month, billed annually.
  Garden: $49/agent/month, billed annually.
  Estate: $79/agent/month, billed annually.
  Forest: $99/agent, billed annually.

FAQs:

What platforms does this service support?

• Browser App, Mobile Apps: Android, iOS

Does this service offer guides, tutorials and or customer support?

• Yes, available on our website.

Does this service offer multi-user capability (e.g. teams)?

• Yes.

Does this service integrate with any other apps?

• Zapier; Facebook; Twitter; AWeber; GetResponse; Mailchimp; 2Checkout; Braintree; Magento; Opencart; Prestashop; 3DCart; Shopify; CS-Cart; BigCommerce; Actinic; Fortune 3; Volusion; Core Commerce; X-Cart; Adobe Business Catalyst; Wordpress; Joomla; Drupal; Weebly; Adobe Business Catalyst; Wix; GoDaddy; Squarespace; Web.com; Expression Engine; Highrise; Nicereply; ProjectManager

What is this service generally used for?

• High-quality customer service (live chat, emails, call center, support portal, knowledge base, Facebook, Twitter). Improve satisfaction rates and strike more deals.

Does this service offer an API?

• Yes, find the complete API reference on our website.

FAQs:

Who are the main user groups of this service?

• The platform is most commonly used by IT admins, along with technicians and managers in businesses of all sizes.

What is this service generally used for?

• Freshservice is used as a cloud-based ITIL service desk solution.

What platforms does this service support?

• Online & native mobile apps.

Does this service integrate with any other apps?

• Freshservice ServiceDesk integrates with the following applications:
  LogMeIn Rescue, FreshBooks, Harvest, Dropbox, Zapier, Pivotal Tracker, SurveyMonkey, Google Apps for Work, Google Calendar, JIRA.

Does this service offer an API?

• Freshservice ServiceDesk has an API available for use.

What are some applications this service is commonly used in tandem with?

• It is commonly used in tandem with: FreshBooks, Pivotal Tracker, and JIRA.

Does this service offer guides, tutorials and or customer support?

• It offers: FAQs, Forum, a Knowledge Base, Online Support, Phone Support, Video Tutorials.

Publisher:

Publisher:

Other:

• Startups
• SMEs
• Enterprises

• Web App

• iOS
• Android

Other:

• Startups
• SMEs
• Agencies
• Enterprises

• Web App
• Windows
• Macintosh

• iOS
• Android