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LiveAgent vs Smartsupp Comparison
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Good recommendations?
Overview
LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live...
Drive your online sales through conversations. Smartsupp is your personal online shopping assistant combining live chat,...
- 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
Video & Screenshots
Pricing
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
22.50
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
Luis Carlos B.
Creative Director
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.
Pros
I have to point out the perfect customer support from one of your employess. She was very kind, helpful and she has made my day much better.
I have been able to answer customer questions and concerns successfully. So far Smartsupp has been proven to be a great addition to my business.
Smartsupp is easy to integrate and set up so you can really fast interact with your customers which can really improve your conversion rate and make your customer happy.
Cons
Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
Matthew J.
Owner
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.
Govind R.
CEO & Founder
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
Cons
I've had problems with the mobile app. Conversations were not popping and I was losing chats.
The inability to contact customers when a chat has been lost.
Chat is online after signing out. This can create a negative impression for customers.
Key features
- Total features177
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Archiving & Retention
- Assignment Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- 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
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- 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
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Sales/Marketing
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Capture
- Lead Management
- Lead Qualification
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- One-to-One Messaging
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Pre-Configured Bot
- Prioritization
- Proactive Chat
- Procurement Management
- Progress Tracking
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Real-time Conversations
- Recording
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Visual Analytics
- VoIP Connection
- Voice Customization
- Voice Mail
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
- Total features63
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Application Management
- Archiving & Retention
- Assignment Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- 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
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- 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
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Sales/Marketing
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Capture
- Lead Management
- Lead Qualification
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- One-to-One Messaging
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Pre-Configured Bot
- Prioritization
- Proactive Chat
- Procurement Management
- Progress Tracking
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Real-time Conversations
- Recording
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Visual Analytics
- VoIP Connection
- Voice Customization
- Voice Mail
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
Integrations
- Total integrations145
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations29
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
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