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LiveAgent vs Certainly Comparison

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Overview

Category Leaders

LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels, including...

The Certainly Platform is easy to use and not require any coding; our bots are multi-lingual and multi-channel. The Platform...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

15

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

500

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.7

5

4

3

2

1

734

245

23

5

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.3

5

4

3

2

1

6

4

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.
I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.

Pros

The support I received during the setup is amazing. They are very proactive and fast in replying.
Im teaching, and we have great pleasure in making our students build different solutions for different industries, in order how to learn to build a chatbot, and to learn about the industries.
Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve.

Cons

The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
I've been looking across several platforms to get necessary functionality, all of them either were too expensive or too complicated to setup or missed necessary features.

Cons

Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available.
The lack of Analytics data. The confusing setup when the bot is large.
The platform can get "confused" over keywords and global connections, and this can result in some strange replies from the bot.
  • Vendor responds to reviews
  • Last review19 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features191
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Anti Spam
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Desktop Notifications
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Address Extraction
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Forms Management
  • Fraud Detection
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Live Chat
  • Macros/Templated Responses
  • Mail Merge
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Scripts
  • Multiple User Accounts
  • Natural Language Processing
  • Natural Language Search
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Procurement Management
  • Productivity Analysis
  • Project Time Tracking
  • Push Notifications
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Speech Recognition
  • Speech-to-Text Analysis
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • URL Customization
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Web Forms
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features59
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Anti Spam
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Availability Indicator
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Desktop Notifications
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Address Extraction
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales Teams/Organizations
  • Forms Management
  • Fraud Detection
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Intent Recognition
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Live Chat
  • Macros/Templated Responses
  • Mail Merge
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Scripts
  • Multiple User Accounts
  • Natural Language Processing
  • Natural Language Search
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Procurement Management
  • Productivity Analysis
  • Project Time Tracking
  • Push Notifications
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Advertising
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Speech Recognition
  • Speech-to-Text Analysis
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • URL Customization
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Web Forms
  • Website Management
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations57
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest