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LiveChat vs Freshdesk Comparison

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

Screenshots

Pricing

Starting from
$16/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

775

278

43

7

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

5

4

3

2

1

1,320

760

116

20

12

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

I also am pleased with the ticket function with this software. I like that I can see what guests are typing before they have sent the message so I can answer effectively and efficiently.
I really like Live Chat because of the benefits of communication offered to the community on various internet platforms, I think this is an amazing tool and needs to be further developed.
The only thing I liked about this software was the ease of navigation. I don't have anything else of importance to say that is good about this product.

Pros

It's ease and ability to help me service my customers. I am easily able to look up quick solutions to any questions and more efficient and easily and quickly it makes for me to assist my clients.
Integrations are pretty good with other stuff, we use Jira and it links perfectly. Support responses have always been great, I personally prefer the chat option to get problems solved quickly.
The free Sprout plan has been a great way to get started and we've been able to use it very successfully. One team needed some of the features in Blossom so we upgraded and have been very happy.

Cons

On occasion LiveChat will loop in connect mode and stay stuck. I have had customers angry or more angry because they end up having to call anyway.
It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.
Too limited options for inserting a large amount of information, for example, videos and documents. The program directly depends on the Internet and without it does not work.

Cons

We no longer have to worry about customer emails getting missed because everyone assumed someone else took care of them, or because they got pushed to another page and forgotten.
Probably too early to tell. Generally, in any similar software, my only pain point would be related to downtime, inaccuracy of reporting & core/hardcoded functionalities not working as intended.
We didnt have any negative experience with the software on web platform but mobile app notifications are terrible and it doesn't get delivered instantly.
  • Vendor responds to reviews
  • Last review9 days ago
  • Vendor responds to reviews
  • Last review13 days ago

Key features

  • Total features66
  • "What If" Scenarios
  • API
  • Absence Management
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Applications Management
  • Archiving & Retention
  • Assignment Management
  • Auditing
  • Authentication
  • Automated Scheduling
  • Automatic Lead Distribution
  • Automatic Notifications
  • Business Analysis
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Cash Management
  • Categorization
  • Charting
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Collaborative Review
  • Conferencing
  • Contact History
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Complaint Tracking
  • Customer Experience Management
  • Customer History
  • Customer Profiling
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Profile
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • File Transfer
  • Filtered Views
  • Gamification
  • Goal Setting / Tracking
  • Help Desk Integration
  • Help Desk Management
  • History Tracking
  • IVR / Voice Recognition
  • Instant Messaging
  • Labeling
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Online Forums
  • Performance Reports
  • Prioritizing
  • Project Time Tracking
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reminders
  • Reporting & Statistics
  • Request Assignment
  • Request Routing
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SSL Security
  • Sales Tracking
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Time Clock Integration
  • Timeline Management
  • Timer
  • Two-Factor Authentication
  • URL Customization
  • Visitor Tracking
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Management
  • eCommerce Integration
  • Total features76
  • "What If" Scenarios
  • API
  • Absence Management
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Applications Management
  • Archiving & Retention
  • Assignment Management
  • Auditing
  • Authentication
  • Automated Scheduling
  • Automatic Lead Distribution
  • Automatic Notifications
  • Business Analysis
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Cash Management
  • Categorization
  • Charting
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Collaborative Review
  • Conferencing
  • Contact History
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Complaint Tracking
  • Customer Experience Management
  • Customer History
  • Customer Profiling
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Profile
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • File Transfer
  • Filtered Views
  • Gamification
  • Goal Setting / Tracking
  • Help Desk Integration
  • Help Desk Management
  • History Tracking
  • IVR / Voice Recognition
  • Instant Messaging
  • Labeling
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Access
  • Online Forums
  • Performance Reports
  • Prioritizing
  • Project Time Tracking
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reminders
  • Reporting & Statistics
  • Request Assignment
  • Request Routing
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SSL Security
  • Sales Tracking
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Time Clock Integration
  • Timeline Management
  • Timer
  • Two-Factor Authentication
  • URL Customization
  • Visitor Tracking
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Management
  • eCommerce Integration

Integrations

  • Total integrations190
  • 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 integrations312
  • 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
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk

Using Freshdesk - Garden Tier

Reviewed a year ago

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.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshdesk

Great Product Few Drawbacks

Reviewed 4 years ago

We've been using FreshDesk for the last 4 months. We utilize it to track tickets, calls, and livechats. Setup was fairly easy, but there were a few issues that I'll go into below. Support is a little slow, but they are in India so I understand. The product is easy to use and configure as well as provides good metrics.

Pros

I like the automated metrics. I like the built in On Page Help I like the apps integration I like how easy it is to administer

Cons

Support is slow No bulk uploads. The mobile app isn't built for managers/supervisors.

LiveChat vs. Freshdesk

See how LiveChat and Freshdesk stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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