Compare LiveAgent и SnapEngage

Benefits:

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-chann... Read more

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Drawbacks:

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session... Read more

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

Summary:

I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a... Read more

I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

Benefits:

All in one solution with a universal inbox - all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation st... Read more

All in one solution with a universal inbox - all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!

Drawbacks:

Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design w... Read more

Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated.

Summary:

Benefits:

- fast support help - many possibilities to design a template for more usefull tickets - nice overview because of the reporting tools

Drawbacks:

I could not write any negatives since now

Summary:

The Live Agent works very well for our company. Regarding this tool we receive now more specific tickets what increase the time for solving a ticke... Read more

The Live Agent works very well for our company. Regarding this tool we receive now more specific tickets what increase the time for solving a ticket and makes the work for administrators a lot easier. Also we use the reporting tool what helps a lot to get an overview about all cases and solved problems.

Benefits:

Price, Excellent customer support, large amount of features and functionality

Drawbacks:

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing... Read more

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Summary: