Top 5 LiveAgent Alternatives for Social Customer Service in 2023

Firms reply to social media customers extra quickly, ~60% of them achieve this in lower than quarter-hour.¹Social customer support is a vital instrument which will provide help to improve buyer satisfaction whereas delivering personalized service by leveraging AI-powered applied sciences corresponding to omnichannel communications help, automated self-service, and chatbots. 

LiveAgent is likely one of the suppliers within the social customer support discipline; however, it might not function an optimum resolution for every firm since they could have distinctive wants and there are dozens of various suppliers available on the market. 

This text will define an outline of LiveAgent and its prime 5 options highlighting their:

• Options 
• Professionals and cons
• Person scores
• Pricing

Comparability of LiveAgent and the highest 5 options

Distributors	Whole evaluations*	Common ranking (out of 5)*	Free Trial	Pricing**
LiveAgent	3,154	4.6/5	30-day	$9.00
Salesforce Service Cloud	4,608	4.4/5	30-day	$25.00
Freshdesk	6,651	4.4/5	14-day	$15.00
Intercom	4,408	4.5/5	14-day	$74.00
Zendesk Help Suite	10,395	4.3/5	30-day	$55.00
Zoho Desk	7,255	4.4/5	15-day (as much as 3 seats)	$7.00

*Primarily based on the whole variety of Capterra, G2, and TrustRadius evaluations and common ranking as of 10/30/2023.

**Beginning value per seat/month, billed yearly.

Distributors	AI-powered self-service	AI chatbot	Buyer suggestions	Software program & app integrations	Supported languages
LiveAgent	✖	✖	In premium plans	200+	43+
Salesforce Service Cloud	✅	✅	In premium plans	2500+	35+
Freshdesk	✅	✅	✅	650+	30+
Intercom	✖	✅	Add-on	350+	44+
Zendesk Help Suite	✅	✅	In premium plans	1200+	30+
Zoho Desk	✅	✅	✅	850+	40+

Notice: With LiveAgent Salesforce Service Cloud (sponsored) and on the prime, we’ve alphabetically listed the distributors.

Disclaimer: Social listening, omnichannel customer support, social media integrations, multilingual help, and free trial options are all offered within the prime 5 listed LiveAgent options, due to this fact these options are excluded from the record.

Vendor choice standards

We used an intensive process to evaluate quite a few social buyer software program distributors to determine the 5 LiveAgent options. Our evaluations consider standards corresponding to:

• Variety of evaluations: 3,000+ complete evaluations on Capterra, G2, and TrustRadius.
• Common ranking: Rankings with greater than 4/5 on Capterra, G2, and TrustRadius.

Notice: Social listening, omnichannel customer support, social media integrations, and multilingual help options are excluded from the comparability record since they’re accessible in all LiveAgent options.

LiveAgent

LiveAgent is a cloud-based social customer support resolution with 175+ options and 200+ social media and software integrations.²

Social customer support: Connects your social media channels (e.g. Fb, Instagram, Twitter, Viber, and WhatsApp) right into a single platform to watch, arrange, and reply buyer queries with the LiveAgent ticketing system. LiveAgent presents a number of capabilities corresponding to automated ticket distribution, interactive voice response (IVR), omnichannel messaging, canned response messages, reside chat (with attachments and GIFs), and service-level settlement (SLAs).  

AI-powered self-service: Doesn’t embody AI-powered self-service capabilities, nonetheless, the corporate is at present engaged on new clever options that can create tailor-made e mail ticket reply templates for information base articles.³ 

Clever options: Gives a trigger-based proactive chat invitation system that solely invitations guests to speak when sufficient brokers can be found. Additionally, the corporate has an clever and customizable 24/7 avaşlable chatbot widget referred to as “Quriobot” that may enhance your group’s staff efficiency.

Professionals

Emailing system: LiveAgent is alleged to have an environment friendly emailing system when allocating sure emails to totally different departments and even workers contained in the division.⁴

Customer support: Customers declare that the client help staff helped help with their inquiries.⁵

Management Panel: Some customers said that the platform’s management panel is environment friendly and simple to make use of, particularly whereas managing emails and creating agent accounts.⁶

Cons

Lack of AI: LiveAgent doesn’t embody superior capabilities corresponding to clever AI-powered solutions or low code – no code capabilities.⁸

No inside chat channels: Communication with different workers will not be potential on the platform, since LiveAgent has no chat channels for workers.⁹

Advanced person interface: Whereas among the customers don’t agree, others suppose that there are too many buttons and choices on one display screen, making it troublesome to change tickets in order that customers turn into overwhelmed by the messages that pop up on the display screen.¹⁰

Lack of reporting: LiveAgent doesn’t have an in depth reporting system.¹¹

Inefficient ticketing system: A ticket can’t have a couple of predefined reply. Each time, the customers attribute one other predefined reply to a ticket, the system deletes the primary choice.¹²

Restricted integrations: LiveAgent might have extra integration choices.¹³

Restricted information base: LiveAgent might have a video explaining all of the totally different options.¹⁴

Connection issues: Some customers encountered web connection points, which restricted the velocity of the work system.¹⁵

API documentation: Some customers state that API documentation is missing, and updates are launched recurrently, making it unimaginable to keep up dependable integrations.¹⁶

Person Rankings

• Capterra: 4.7/5
• G2: 4.5/5
• Trustradius: 8.9/10

Pricing (per seat/month, billed yearly)

• Small: $9.00 (Fb, Instagram, and Twitter integrations will be accessed with extra prices) ¹⁷
• Medium: $29.00 (Fb, Instagram, and Twitter integrations will be accessed with extra prices)¹⁸
• Massive: $49.00¹⁹
• A 30-day free trial with a enterprise e mail and a 7-day trial with a personal e mail is accessible. Free trial customers can have entry to at least one telephone quantity, e mail handle, and chat window.

Prime 5 LiveAgent options

1- Salesforce Service Cloud

Salesforce, based in 1999, has roughly 70,000+ workers and 150,000 product customers worldwide.²⁰Its Service Service Cloud is a cloud-based social customer support resolution designed to help small, medium, and huge corporations throughout their digital transformation journey.

The software program can maintain connections with clients throughout a spread of communication channels, together with e mail, messaging, real-time chat, and social media, permitting service brokers to maintain monitor of buyer instances and reply buyer requests.

Service Cloud additionally presents add-on options beginning at $50 per person per thirty days.²¹Service Cloud Einstein is likely one of the add-on merchandise that may be built-in right into a Salesforce setup for a month-to-month membership price. Einstein makes use of real-time analytics, automated workflows, and synthetic intelligence (AI) to streamline repetitive duties and supply analytical insights for gross sales groups.

Service Cloud Einstein can course of automated social customer support operations, together with:

• Knowledge entry
• Lead scoring
• Make predictions
• Recommend suggestions

Determine 1: Einstein lead scoring

Supply: Salesforce²²

Professionals 

AI-based options: Customers spotlight that Service Cloud is supplied with purposeful synthetic intelligence options serving to them to supply personalized customer support and improve customer support staff productiveness.²³

Multichannel communication channels: Primarily based on customers’ evaluations, Service Cloud is good to centralize buyer contact with multi channel help, enabling them to watch a number of traces of communication seamlessly.²⁴

Ticket administration: Customers have the flexibleness to route ticket instances primarily based on statuses, escalations, and queues within the ticket administration characteristic.²⁵

Low code- no code: Salesforce’s platform is easy and versatile, permitting customers to get began rapidly with its low code – no code capabilities.²⁶

Cons

Reporting: Service Cloud, has room for enchancment in reporting, the platform presents no visibility for different departments to see detailed buyer instances.²⁷

Studying curve: Some customers had difficulties understanding the product’s options, and required extra coaching.²⁸

Pricing: Service Cloud will be costly for tight-budget companies.²⁹

Person Rankings

• Capterra: 4.4/5
• G2: 4.3/5
• Trustradius: 8.8/10

Pricing (per seat/month, billed yearly)

• Starter: $25.00³⁰
• Skilled: $80.00³¹
• Enterprise: $165.00³²
• Limitless: $330.00³³
• A 30-day free trial is accessible.

2- Freshdesk

Freshdesk is a customer support platform with social customer support options with 60,000+ clients, serving corporations of all sizes.³⁴The software program permits organizations to handle buyer inquiries and complaints by automating ticket assignments and organising automated notifications. 

Freshdesk permits you to talk with social networking platforms corresponding to Twitter and Fb from one interface, lowering the necessity to change between applications. Freshdesk turns all related model mentions, feedback, likes and replies from Twitter and Fb Messenger into simply trackable and manageable tickets. Customers obtain responses in the identical channel wherein they categorical their queries.

Freshdesk can leverage social listening and provide help to monitor responses that aren’t aimed toward you however comprise references to your organization. This manner, you gained’t miss out on competitor actions, shopper queries, issues, or feedback that may in any other case must be discovered manually. 

Professionals

Social customer support: It’s easy to combine with social media apps and rework social media calls, messages, and feedback into tickets.³⁵

Ticket administration: The ticketing system correctly organizes buyer inquiries with simple-to-customize ticket varieties.³⁶

Canned responses: Template options, particularly the canned responses are appreciated by a number of customers.³⁷³⁸³⁹

APIs: Customers give credit score to Freshdesk’s open API help and integration capabilities.⁴⁰

Cons

Social media integrations: Some customers seen that the mixing with social media websites could also be improved. They said extra complete social media monitoring and interplay instruments within the software program can be helpful to handle and reply to buyer questions.[/efn_note⁴¹

Reporting: Some customers level out that the reporting characteristic wants extra customization by way of modifying the design of the tickets web page.⁴²

Person Rankings

• Capterra: 4.5/5
• G2: 4.4/5
• Trustradius: 8.6/10

Pricing (per seat/month)

• Development: $15.00⁴³
• Omni-channel development: $29.00⁴⁴
• Professional: $48.99⁴⁵
• Omni-channel professional: $59.00⁴⁶
• Enterprise: $69.00⁴⁷
• Omni-channel enterprise: $99.00⁴⁸
• A 14-day free trial is accessible.

3- Intercom

Intercom is a messenger-based customer support software program with social media administration capabilities that helps companies work together with clients and customers by way of in-app messages, chatbots, e mail, social media, and reside chat. 

The software program mechanically sends messages and emails via social media channels to groups or clients in order that customers can handle all help inquiries from their inboxes.

Intercom additionally presents an clever chatbot Fin, powered by language fashions like OpenAI’s GPT-4.

Fin: Fin is an AI-powered chatbot instrument. It doesn’t require coaching or characteristic set as much as be built-in together with your desktop, it’s a built-in instrument included within the buying plan and might instantly join your Intercom Articles or any public URL containing your help info priced at $0.99 per AI Decision.⁴⁹

 Intercom can show detailed automated reporting with Fin corresponding to:

• Checklist of chats for which Fin didn’t reply
• Interplay response fee, deflection fee, and backbone fee
• Emails collected
• Leads disqualified
• Conversations assigned to your staff
• Distinction between resolved and unresolved discussions

Professionals

AI-powered ticketing system: Customers admire how Intercom organizes their work, with its flexibility, automation, and ticket administration features.⁵⁰

Information base: Intercom is taken into account a powerful neighborhood platform since customers suppose that their information base articles are intuitive and simple to study.⁵¹

APIs: Many of the customers agree that Intercom’s APIs are comfy to make use of and helpful in personalization.⁵³

Cons

Social media integration bugs: Some customers suppose that social media channels like Fb should be fastened and will create communication gaps with clients.⁵⁴

Social community synchronization and emailing: Customers declare that lack of social community synchronization and an inadequate e mail system are the 2 main drawbacks of Intercom.⁵⁵

Pricing: Customers declare that Intercom’s pricing is tremendous steep and might get costly for early-stage corporations.⁵⁶

APIs: A couple of of the customers suppose that API interplay for getting information to intercom contacts continues to be too code-intensive.⁵⁷

Person Rankings

• Capterra: 4.5/5
• G2: 4.5/5
• Trustradius: 8.8/10

Pricing (per seat/month, billed yearly)

• Starter: $74.00 (consists of 2 seats as much as 1,000 customers)⁵⁸
• Professional: $153.00⁵⁹
• Premium: Customized pricing, for extra info contact Intercom.
• A 14-day free trial is accessible, then prices $0.99 per decision.⁶⁰

4- Zendesk Help Suite

Zendesk is buyer help software program that permits you to present service via social media channels together with Instagram, Twitter, and Fb. 

Zendesk Help Suite can convert every social media communication right into a service ticket, which will be resolved from the common inbox. Customers who’ve entry to the common inbox can leverage analytics, buyer knowledge, and the case standing of every ticket to handle inquiries.

Professionals

Ticket administration: Customers gave constructive credit score to ticket administration, stating that it’s easy to categorize tickets by purchasers, trade, help package deal, and so forth by creating reviews.⁶¹

Integrations: Customers declare that the software program presents seamless integration with important techniques like Shopify, Dialpad, and Asana.⁶²

Person interface: Customers mentioned that Zendesk Suite has a contemporary and intuitive interface, its reside chat widget is taken into account to be straightforward to make use of.⁶⁴

Efficiency: Switching between chats is sluggish on the workspace.⁶⁵

Reporting: The reporting and analytics capabilities of the platform are claimed to be restricted by just a few customers.⁶⁶

Person Rankings

• Capterra: 4.5/5
• G2: 4.3/5
• Trustradius: 7.9/10

Pricing (per seat/month, billed yearly)

• Suite staff: $55.00⁶⁷
• Suite development: $89.00⁶⁸
• Suite skilled: $115.00⁶⁹
• Suite enterprise: Contact Zendesk
• A 14-day free trial is accessible.

5- Zoho Desk

Zoho Desk is a customer support software program with social media integration capabilities, permitting customers to love, remark, and share on social media platforms instantly from the Zoho interface.

The platform presents a social media integration instrument Zoho Social that may reply to incoming messages, prioritize tickets, and supply personalized buyer profiling in actual time primarily based on social media buyer knowledge.

Professionals

Performance: Customers declare that every one queries obtained by way of e mail and social media, notably Fb, are collected and addressed on Zoho Desk precisely and exactly.⁷⁰

Customized panel: Zoho Desk’s panel customization operate is nicely appreciated by some customers, enabling them to view on a panel what unsolved actions or troubles exist, permitting any licensed energetic member to observe up and repair the problem.⁷¹

Ticketing system: Zoho’s ticketing system has obtained constructive suggestions from customers, permitting them to effectively arrange and prioritize social customer support whereas with the ability to rapidly monitor, create, and reply to tickets.⁷²

Cons

Social media performance: Some customers anticipated to have performance with the social media integrations corresponding to with the ability to auto-create tickets from a put up remark.⁷³

Performance: Drag and drop performance will be added.⁷⁴

APIs: Their API features are and usually are not configured in actual time, disabling customers to automate real-time workflows.⁷⁵

Person Rankings

• Capterra: 4.5/5
• G2: 4.4/5
• Trustradius: 8.9/10

Pricing (per seat/month, billed yearly)

• Categorical: $7.00⁷⁶
• Commonplace: $14.00⁷⁷
• Skilled: $23.00⁷⁸
• Enterprise: $40.00⁷⁹
• A 15-day free trial is accessible for as much as 3 seats.

Key options of social customer support software program

1- AI-powered self-service

In the USA, ~80% of CEOs are rising their investments in buyer self service, permitting shoppers to assist themselves via AI-powered self-help portals and chatbots.⁸⁰

Self-service options pushed by AI enable clients to work together extra naturally.

It implies a seamless, low-effort, frictionless expertise delivered by documented materials via model or person database interactions on:

• Social media boards      
• Chatbots
• Weblog posts
• FAQ base
• Group boards

2- AI chatbots

~50% of shoppers grasp up earlier than buyer help groups resolve their points. Protecting your shoppers ready could lower your gross sales. Chatbots can handle 80% of shopper queries.⁸¹

The most recent era of AI chatbots, typically often called “clever digital assistants” or “digital brokers,” can’t solely interpret open-ended communication but in addition carry out automated actions utilizing advanced language fashions.

An AI chatbot is a pc software program that displays human communication with a person. Although not all chatbots use synthetic intelligence (AI), present clever chatbots more and more leverage conversational AI strategies corresponding to pure language processing (NLP) to interpret person requests and execute automated solutions.

GIF: A chatbot answering buyer questions

Supply: Intercom⁸²

3- Low code – no code improvement

In line with our analysis knowledge collected from buyer evaluations for low code – no code improvement platforms, “ease of use” is essentially the most used (11%) constructive time period folks use when characterizing low code – no code improvement platforms.

No-code AI permits the event of AI fashions with out the necessity for extremely educated technical folks. With low-code or no-code, utilizing the software program can get so simple as utilizing every day apps, enabling the common enterprise person (“citizen developer“).

• Low code: Low code is a method for creating easy visible interfaces and built-in performance that reduces the necessity for conventional coding.
• No code: No code-comparable technique that provides low-code capabilities, permitting non-technical customers to assemble or use apps with none coding.

4- Buyer suggestions

~50% of shoppers anticipate suggestions inside 24 hours to social media inquiries.⁸³Buyer suggestions is the data offered by shoppers relating to their experiences together with your services or products.

Suggestions will be both oblique or direct. Clients, for instance, can publicly talk about your model on social media with out naming you (oblique), or they’ll put up product evaluations and suggestions in your firm’s web site (direct).

5- Social listening

Social listening is the method of discovering and analyzing what’s being mentioned about an organization, folks, product, or model on the web.

Social media listening can:  

• Monitor social media platforms for mentions of your organization, product, service, model, and competitor key phrases.
• Analyze collected mentions to create sensible findings that can help you in reaching your organization targets (see beneath).

Determine 2:

Social listening knowledge visualization conversations occurring a couple of subject

Supply: Sprout Social⁸⁴

6- Omnichannel customer support

When speaking with organizations, buyers make the most of a median of ten channels, with phone, e mail, in-person, and cellular on the prime of the record.⁸⁵Omni-channel customer support seeks to create a constant buyer expertise spanning quite a few channels by combining them into one platform. This gives help brokers with a full perspective of a shopper’s transactions, permitting them to answer inquiries extra rapidly and successfully.

In different phrases, if the client writes a message on Tuesday, they need the telephone dialog on Wednesday to observe up precisely the place they left off. Thus, omnichannel service retains all the client info throughout all channels to permit service brokers to supply a seamless buyer expertise.

Omnichannel service might help companies to:

• Improve gross sales: Omnichannel clients spend greater than these completely utilizing one channel.⁸⁶
• Enhance digital engagement: ~50% of shoppers want digital channels when participating with corporations.⁸⁷
• Improve buyer expertise: 60% of shoppers imagine that experiences ought to organically movement between each on-line and offline locations.⁸⁸

7- Social media integrations

Social media integrations could help each companies and clients in creating and distributing on-line materials corresponding to evaluations, scores, and pictures. 

Social media integrations might help companies to:

• Improve model loyalty: ~95% of executives agree that social media knowledge has a positive affect on model loyalty. Social media helps corporations to work together with their clients on a extra private degree, constructing significant and lasting relationships with clients.⁸⁹
• Construct buyer engagement: ~70% of shoppers imagine that social media channels assist them to speak with corporations.⁹⁰
• Acquire a aggressive benefit: ~90% of leaders suppose that social media has a constructive affect on enhancing the aggressive positioning of your organization.⁹¹

8- Multilingual help 

~20% of the inhabitants in the USA doesn’t communicate English at house.⁹²

Clients’ experiences enhance considerably after they can contact a help consultant who understands their native language: they’ll work together extra simply and really feel extra comfortable. In consequence, multilingual customer support will not be solely able to contributing to extra favorable encounters, however it will possibly additionally help you in constructing a status on your model.

Multilingual help can profit organizations by:

• Growing gross sales: Greater than 75% of shoppers usually tend to make one other buy if the service is accessible of their native language.⁹³
• Growing buyer loyalty: 70% of SAAS clients are extra loyal to organizations that present service of their native language.⁹⁴
• Enhancing buyer expertise: ~70% of worldwide buyers most popular to learn product evaluations of their native language.⁹⁵

Different options to think about whereas choosing a social customer support software program

9- Free trial

A free trial permits you to consider the software program’s options, efficiency, and integrations, and determine whether or not it’s a appropriate product for your corporation wants.

10-Pricing 

Every software program firm has its pricing plan. It’s important to calculate and oversee your whole spending upfront in order that you don’t lose management over the finances.

Main Saas bills embody:

• Setup prices
• Subscription prices
• Add-on prices
• Upkeep prices

Transparency assertion

AIMultiple cooperated with quite a few rising tech corporations, together with Salesforce Service Cloud.

Additional studying

Learn our clear, up-to-date articles to study extra about social customer support options and buyer engagement automation.

You may also try our data-driven record of buyer expertise software program.

Contact us to search out out extra about social customer support:

Discover the Proper Distributors

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