LiveAgent vs Fathom

Slack

LiveChat

Zendesk Suite

Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

LiveAgent is the ultimate help desk software over 138+ powerful features. It helps businesses manage multi channel communication via help desk tickets from a unified inbox. Join companies like BMW, Yamaha, and Huawei in CS excellence.

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Access Controls/Permissions

Account Management

Activity Dashboard

Activity Tracking

Agent Interface

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Assignment Management

Audit Trail

Automated Attendant

Automated Responses

Automated Routing

Automatic Call Distribution

Autoresponders

Batch Communications

Blended Call Center

Callback Scheduling

Call Center Integration

Call Center Management

Caller ID

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scripting

Call Tracking

Call Tracking Metrics

Call Transfer

Campaign Management

Canned Responses

Case Management

Catalog Management

Change Management

Chatbot

Chat/Messaging

Client Management

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Computer Telephony Integration

Conferencing

Configurable Workflow

Contact Database

Contact Management

Content Management

Corrective and Preventive Actions (CAPA)

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Data Management

Customer Engagement

Customer Experience Management

Customer History

Customer Management

Customer Portal

Customer Segmentation

Customer Service Analytics

Customer Social Profiles

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Decision Support

Discussions/Forums

Document Storage

Drag & Drop

Email Alerts

Email Distribution

Email Management

Email Monitoring

Email Templates

Email Tracking

Employee Activity Monitoring

Engagement Tracking

Event Triggered Actions

Feedback Management

File Management

File Sharing

File Transfer

For Cloud Phone Systems

For iPad Devices

Forms Management

For Startups

Full Text Search

Gamification

Geotargeting

Help Desk Management

Inbound Call Center

Reviews for LiveAgent come from a wide variety of industries, including information technology and services (12% of reviewers), marketing and advertising (7%), and computer software (7%). The most frequent use case for LiveAgent cited by reviewers is live chat (57% of reviewers).

Users and use cases

Most reviewers indicate LiveAgent delivers strong value for money, with comprehensive features at reasonable prices. Some users report that costs rise for advanced features or extra users, and they find lower-tier plans limited.

Value for money

LiveAgent is a live chat program with key features that include chat transcripts and history, real-time notifications, ticket management, chat messaging, and more.

LiveAgent

Web-based

Windows

Linux

iPhone

iPad

Android

Freshdesk

Zoho Desk

Intercom

Gorgias

tawk.to

Crisp

JIRA Service Management

Freshservice

Kayako

Salesforce Service Cloud

ServiceNow

Help Scout

Front

Small

Medium

Large

Enterprise

Limited and outdated mobile experience

37% of reviewers feel negative about LiveAgent’s mobile app. Users report that the mobile version lacks many features available on the desktop platform, making it less convenient for on-the-go support. Some reviewers find the app clunky, slow, and prone to crashes, with a dated interface that affects usability. They indicate that essential functions like canned responses, HTML email rendering, and notifications are either missing or unreliable. Reviewers say the mobile app’s limitations hinder their ability to manage customer inquiries efficiently when away from their computers. Many users express a need for significant improvements to mobile functionality.

Cumbersome email handling

It could be also good to include AI support. When you click spam button nothing happend, sender email must go to black list that you don't recieve emails from this email address again.

Technical Administrator

When searching for past emails it can sometimes get a little confusing ensuring you select the correct filters, otherwise you will not find what you are looking for.

36% of reviewers feel negative about LiveAgent’s email management. Users mention that managing multiple email accounts and threads can be confusing and inefficient. Some reviewers say features like spam filtering, email merging, and bulk actions are either lacking or require too many steps. They indicate that email formatting, search functionality, and notification settings do not always meet their needs, leading to missed or hard-to-find messages. Reviewers find that handling large volumes of emails or complex threads can be cumbersome, and integrating with certain email services is sometimes problematic. Many users feel improvements are needed for smoother email workflows.

Stability and reliability concerns

Sales and customer service 

I must say that what I least liked about the platform is that I have occasionally experienced connection or stability issues while using it. Although this doesn't happen frequently, it can be frustrating when it does, especially if we're trying to provide real-time support to a customer.

57% of reviewers feel negative about LiveAgent’s bugs and issues. Users report experiencing occasional crashes, slowdowns, and glitches that disrupt their workflow. Some reviewers mention problems with the user interface, such as outdated design and conflicting shortcuts, which can hinder productivity. They indicate that technical issues like lost connections, server outages, and difficulties with data recovery are frustrating, especially during critical support interactions. Reviewers say these reliability concerns sometimes require frequent restarts or workarounds, impacting their ability to provide timely customer service. Many users feel that consistent stability improvements are needed for smoother operation.

Unified social channel management

96% of reviewers feel positive about LiveAgent’s social media integration. Reviewers appreciate managing customer messages from various social networks, email, chat, and phone in a single interface. Some users say this integration saves time by eliminating the need to log into multiple platforms. They indicate that being able to track, respond, and organize inquiries from all channels in one place helps prevent missed messages and improves response times. Users think this multi-channel approach enhances customer satisfaction and makes support teams more efficient. Many reviewers feel that the platform’s ability to centralize communications is crucial for businesses with active social media engagement.

Comprehensive feature set

93% of reviewers feel positive about LiveAgent’s features. Users appreciate the wide variety of functionalities, such as multi-channel support, automation, advanced reporting, and customization options. Some reviewers find that having all essential tools in one platform simplifies their workflow and improves efficiency. They say features like real-time notifications, file sharing, and robust search capabilities help manage customer interactions effectively. Reviewers indicate that the ability to personalize settings and access useful integrations makes the platform adaptable to different business needs. Many users mention that the comprehensive feature set allows them to streamline support processes and handle high volumes of customer inquiries.

Intuitive and user-friendly design

Assistant Services Manager

I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

94% of reviewers feel positive about LiveAgent’s ease of use. Users say the platform is straightforward to navigate, with an intuitive interface that requires minimal training. Some reviewers find that new staff can quickly learn the system, making onboarding smoother. They appreciate features like clear menus, easy ticket handling, and centralized information, which simplify daily tasks. Reviewers indicate that the software’s user-friendly design helps them manage customer queries efficiently and reduces the learning curve. Many users mention that the accessibility and simplicity of the platform contribute to a more productive and less stressful work environment.

Efficient multi-channel support

Account Manager

Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

94% of reviewers feel positive about LiveAgent’s customer support capabilities. Users appreciate being able to manage all customer interactions—whether by chat, email, phone, or social media—from one place. Some reviewers say the ticketing system helps ensure no inquiry is overlooked, and real-time support improves customer satisfaction. They indicate that built-in analytics and knowledge base features provide valuable insights and empower customers to find answers independently. Reviewers think the ability to personalize support and quickly resolve issues strengthens customer relationships. Many users highlight that the centralized approach streamlines support processes and boosts overall team productivity.

Business Development

LiveAgent centralizes chats and tickets, fast live chat, easy tracking, and helpful automation that saves time and keeps support organized.

IT Associate

LiveAgent is a very helpful in customer support platform, as it allows various communication channels such as email, live chat, social media, and calls into one place dashboard.

Chief Marketing Officer.

The reliability of the platform is also something that we enjoy, it is stable, safe, and constantly enriched with the meaningful improvements. Since the onboarding till the everyday practice, LiveAgent has turned out to be a reliable tool that provides a real value to our customer engagement strategy.

Product Manager

Our main focus is give customer best solution if they purchase our products and in that case liveagent helps us to reply them instantly.

Senior Financial Analyst

The recording demonstrates a detailed number of records involving monetary exchanges that can play a crucial role in an auditor's work, since in such a manner the complete history of the discussions you had is recorded.

Operations Analyst

The main challenge of this tool is its flexibility as it does not work well with the mobile devices and it is mostly designed to work in desktop and laptops the complete application functions will only in a web browser and this limits it's usability from different parts of the world by different employees

Discharge Planner

LiveAgent is a comprehensive customer support program that allows me to connect with patients via live chat, email and phone thus resolving and booking their appointments rapidly.

Customer Care Manager

Self-management capabilities. When launching a new country or brand, we can easily connect an email inbox, set up departments, templates, IVR, and even phone numbers ourselves – without needing any support from LiveAgent or our IT team.

Founder’s office

Easy-to-use interface, fast ticket management, and powerful automation that helps teams respond to customers quickly.

sales representative

I use the solution to provide real time customer support with our customers through the website and has helped us stay helpful and productive

Designing Head

Our team uses this platform for conducting live events and customer support with the help of email and chats.

IVR, well-structured and customizable reporting, smooth chat integration and styling, automation, and templates.

Managing Director

When we tried to migrate, we found out that even though the tickets were migrated, the dates on them were replaced by the migration date so we couldn't keep a track of older tickets (since they all were as created that date).

Support Specialist

There is no board available where I can see exactly which tickets I worked on during the day and how much time I spent on them (I believe this is only available for admin accounts – but this information would also be helpful for basic agents to track their logged time).

We also need to cater all of our customers from a platform, So liveagent helps us in connecting with them and give them proper resolution in real time

Business Development Executive

LiveAgent live chat makes it easy to share information instantly and its performance reports give us helpful insights to improve how we communicate and support our customers.

The mobile application is functional, but sometimes it is not very fast in handling a variety of tickets or switching between the discussions.

Custommer support

It unifies communication with customers and allows you to automate many processes, thus saving time and support costs

Head of Business Development

Integration of mails, live chat, calls and social media messages guarantees that I do not miss any customer queries and results in quick response and satisfaction.

Sales Specialist

The sales team makes heavy use of LiveAgent on a daily basis, as it allows us to respond quickly and efficiently to any queries or concerns our customers may have via email and live chat.

Infrastructure Lead

I appreciate the way LiveAgent's automation simplifies ticket creation for the customer, and its ability to seamlessly route to the appropriate departments quickly to provide the best service.

IT Consultant

Its very powerful tool to be able to connect with clients and solve their issues we can also create tickets which can later be tracked and help you better serve the clients.

Social Media Manager

This makes it possible to track all queries that may be generated in the course of customer service and this helps in processing and handling of customer complaints.

LiveAgent vs Fathom Comparison (2026)

LiveAgent

Fathom

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives