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LiveChat vs Freshdesk Comparison
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Overview
LiveChat: Loved worldwide! Used by over 27,000 companies! Delivering answers to questions from the customers on the spot....
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...
- 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
16
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
18
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
KA
Kheirallah A.
AR
Anonymous Reviewer
Fausto F.
Pros
AR
Anonymous Reviewer
KA
Kemal A.
AR
Anonymous Reviewer
Cons
AR
Anonymous Reviewer
JF
Jayden F.
JS
Jake S.
Cons
CM
Carly M.
AC
Anthony C.
AR
Anonymous Reviewer
Key features
- Total features68
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Assignment Management
- Auto-Responders
- Automated Routing
- CRM
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Canned Responses
- Case Management
- Cataloging/Categorization
- Categorization/Grouping
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Community Management
- Conferencing
- Contact Database
- Content Creation
- Content Management
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Dispatch Management
- Drag & Drop
- Electronic Signature
- Email Management
- Email Response Control
- Email Templates
- Email Tracking
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- FAQ
- Feedback Management
- File Management
- File Sharing
- File Transfer
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IT Asset Management
- IVR / Voice Recognition
- Inbox Management
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Recording
- Online Forums
- Performance Metrics
- Predictive Analytics
- Prioritization
- Proactive Chat
- Project Management
- Project Planning/Scheduling
- Project Time Tracking
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Request Escalation
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Sales Reports
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- Visual Analytics
- Website Visitor Tracking
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
- Total features121
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Assignment Management
- Auto-Responders
- Automated Routing
- CRM
- Call Center Management
- Call Monitoring
- Call Recording
- Call Routing
- Canned Responses
- Case Management
- Cataloging/Categorization
- Categorization/Grouping
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Community Management
- Conferencing
- Contact Database
- Content Creation
- Content Management
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Dispatch Management
- Drag & Drop
- Electronic Signature
- Email Management
- Email Response Control
- Email Templates
- Email Tracking
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- FAQ
- Feedback Management
- File Management
- File Sharing
- File Transfer
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IT Asset Management
- IVR / Voice Recognition
- Inbox Management
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Recording
- Online Forums
- Performance Metrics
- Predictive Analytics
- Prioritization
- Proactive Chat
- Project Management
- Project Planning/Scheduling
- Project Time Tracking
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Reporting/Project Tracking
- Request Escalation
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Sales Reports
- Scheduling
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service History
- Service Level Agreement (SLA) Management
- Session Recording
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- Visual Analytics
- Website Visitor Tracking
- Widgets
- Work Order Management
- Workflow Configuration
- Workflow Management
Integrations
Alternatives
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User reviews that mention these apps
Jennifer W.
Medical Devices, 501-1,000 employees
Used daily for less than 6 months
Review source
Share this review:
So far so good, we went from the trial down to garden tier, I wish IP whitelisting was on this tier also. The LiveChat was quick and easy to use to get the answers needed, although when we were on a trial it did take awhile to get an email back about a question regarding the LiveChat.
We have moved over from Zendesk, and what is quite refreshing is being able to assign tickets and groups from the main screen. Seems fast and easy to use, and like bulk updating, bulk merging, and being able to select the main ticket when merging tickets is also a good feature.
You can't open more than one ticket at once on the same page, also the main body of tickets doesn't stretch over wide screen, so you have to scroll on the screen to see if you aren't on card view. Also, IP whitelisting is only on the top tier, I feel this should be a feature available on any. Our LiveChat seems to make multiple account so still not able to link this yet.
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