Product Comparison

LiveChat vs Zendesk Chat

Common Comparisons

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveChat is a website live chat platform which allows you to easily implement live chats onto your website. LiveChat has a focus on simplicity, ease of use, and a variety of integrations. The service offers a range of features to help you track how people are interacting with your site, as well as features to make sure the live chatting works well for your business. This includes a range of admin tools, and integrations.

LiveChat is one of the most popular live chatting tools used by global companies such as McDonalds, PayPal and Ikea.

Benefits of LiveChat

  • Easy to install and get chatting to customers
  • Ability to see what people are typing before they hit send to best answer their query
  • You can view the full chat history of individual visitors
  • Customer data is stored and filtered to help build audience profiles
  • Easily integrates with over 130 tools including Mail Chimp, Facebook Messenger and Slack
  • Good level of admin controls to set up accounts and see how agents are being rated by customers
  • Suited for a team of people to manage a range of customer needs
  • Well designed and intuitive to use
  • Ticketing system for when all of your agents are offline
  • You get real time visibility over how people are using your site, and can start chats with people based on specific actions

What you should know about LiveChat

  • High cost service
  • Some customers have reported long waiting times with customer support

Expert Insights Verdict on LiveChat

LiveChat offer a fully featured website live chat tool. It’s easy to implement and get started, meaning you can quickly start chatting to customers. The service has a lot of great admin features which make it easy to manage a team of people live chatting with customers. The offline ticketing system is a major strength of this service, allowing customers to open support queries, even when the team is offline. There is a good range of customisability for chat windows, with a custom CSS editor to make chats look however you want. These features mean that you can fine tune the live chat window design, so it fits in well with the look of your website. It also means you can test different designs so that you can find the most engaging format for your customers. LiveChat integrates with a huge range of other platforms, making it a great option if you want to connect with customers on Facebook, or with a tool like slack. It’s also easy to integrate with a CRM platform such as Hubspot.

LiveChat is a market leading website live chat tool. It’s granular admin features makes it a good choice for larger companies who will have a team of people operating a large chat service. This also matches its higher price range.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: December 20th 2018

Zendesk offer live chat functionality for business websites. They have a focus on flexibility and customisability, to help their users engage with customers. They also offer customers a range of metrics and reports to help them see how satisfied customers are, how well agents are performing and more, to help them increase their conversion rates. The platform also integrates with multiple other software tools, such as Facebook Messenger. This allows agents to meet customers where they are.

Zendesk offers a full suite of customer support apps including support tools and call centre solutions. Zendesk Chat integrates with all of these, so this option is suited to people needing a range of customer service solutions.

Benefits of Zendesk Chat

  • Triggers available to start chats automatically, for example if a customer closes their basket without checking out
  • Offline forms are available so customers can still ask questions if they visit the site when there are no active agents
  • Visitor tracking functionality to show what pages people are visiting, demographics and more
  • Chatbot functionality offered, meaning you can automate some chat functions to save agents time
  • Comprehensive reporting and analytics to show chat volume and monitor agent response times, all in real time
  • File sharing within the live chat
  • Fully customisable chat windows to match your brand
  • Good range of features to simplify administration and team management including role based permissions, scheduling and chat departments
  • Mobile apps so you can live chat with customers from anywhere

What you should know about Zendesk Chat

  • Customers have expressed that many of the best features offered are only available to enterprise users, making this an expensive service to fully take advantage of

Expert Insights Verdict on Zendesk Chat

Zendesk Chat offers customers a variety of live chatting features. The service is flexible, offering users multiple customisation options. This means you can completely remake the chat widget to look exactly as you need it to. You can choose from a variety of themes, and integrate with WordPress, Shopify and a variety of other platforms. Zendesk Chat also offers a range of admin features to help it scale to your team's needs. You can automatically assign chats to specific agents and set schedules for when agents will be online. Reports and visitor tracking are hugely important with live chatting services – so you can see how well live chatting with customers is increasing your conversion rates. Zendesk offers a range of tools to show visitor metrics, real-time chat monitoring and conversion tracking.

Zendesk offers a very rounded and fully featured service. It’s is especially well suited for customers who need a full suite of customer support features, as Zendesk Chat integrates well with other Zendesk products.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveChat is a website live chat platform which allows you to easily implement live chats onto your website. LiveChat has a focus on simplicity, ease of use, and a variety of integrations. The service offers a range of features to help you track how people are interacting with your site, as well as features to make sure the live chatting works well for your business. This includes a range of admin tools, and integrations.

LiveChat is one of the most popular live chatting tools used by global companies such as McDonalds, PayPal and Ikea.

Benefits of LiveChat

  • Easy to install and get chatting to customers
  • Ability to see what people are typing before they hit send to best answer their query
  • You can view the full chat history of individual visitors
  • Customer data is stored and filtered to help build audience profiles
  • Easily integrates with over 130 tools including Mail Chimp, Facebook Messenger and Slack
  • Good level of admin controls to set up accounts and see how agents are being rated by customers
  • Suited for a team of people to manage a range of customer needs
  • Well designed and intuitive to use
  • Ticketing system for when all of your agents are offline
  • You get real time visibility over how people are using your site, and can start chats with people based on specific actions

What you should know about LiveChat

  • High cost service
  • Some customers have reported long waiting times with customer support

Expert Insights Verdict on LiveChat

LiveChat offer a fully featured website live chat tool. It’s easy to implement and get started, meaning you can quickly start chatting to customers. The service has a lot of great admin features which make it easy to manage a team of people live chatting with customers. The offline ticketing system is a major strength of this service, allowing customers to open support queries, even when the team is offline. There is a good range of customisability for chat windows, with a custom CSS editor to make chats look however you want. These features mean that you can fine tune the live chat window design, so it fits in well with the look of your website. It also means you can test different designs so that you can find the most engaging format for your customers. LiveChat integrates with a huge range of other platforms, making it a great option if you want to connect with customers on Facebook, or with a tool like slack. It’s also easy to integrate with a CRM platform such as Hubspot.

LiveChat is a market leading website live chat tool. It’s granular admin features makes it a good choice for larger companies who will have a team of people operating a large chat service. This also matches its higher price range.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: December 20th 2018

Zendesk offer live chat functionality for business websites. They have a focus on flexibility and customisability, to help their users engage with customers. They also offer customers a range of metrics and reports to help them see how satisfied customers are, how well agents are performing and more, to help them increase their conversion rates. The platform also integrates with multiple other software tools, such as Facebook Messenger. This allows agents to meet customers where they are.

Zendesk offers a full suite of customer support apps including support tools and call centre solutions. Zendesk Chat integrates with all of these, so this option is suited to people needing a range of customer service solutions.

Benefits of Zendesk Chat

  • Triggers available to start chats automatically, for example if a customer closes their basket without checking out
  • Offline forms are available so customers can still ask questions if they visit the site when there are no active agents
  • Visitor tracking functionality to show what pages people are visiting, demographics and more
  • Chatbot functionality offered, meaning you can automate some chat functions to save agents time
  • Comprehensive reporting and analytics to show chat volume and monitor agent response times, all in real time
  • File sharing within the live chat
  • Fully customisable chat windows to match your brand
  • Good range of features to simplify administration and team management including role based permissions, scheduling and chat departments
  • Mobile apps so you can live chat with customers from anywhere

What you should know about Zendesk Chat

  • Customers have expressed that many of the best features offered are only available to enterprise users, making this an expensive service to fully take advantage of

Expert Insights Verdict on Zendesk Chat

Zendesk Chat offers customers a variety of live chatting features. The service is flexible, offering users multiple customisation options. This means you can completely remake the chat widget to look exactly as you need it to. You can choose from a variety of themes, and integrate with WordPress, Shopify and a variety of other platforms. Zendesk Chat also offers a range of admin features to help it scale to your team's needs. You can automatically assign chats to specific agents and set schedules for when agents will be online. Reports and visitor tracking are hugely important with live chatting services – so you can see how well live chatting with customers is increasing your conversion rates. Zendesk offers a range of tools to show visitor metrics, real-time chat monitoring and conversion tracking.

Zendesk offers a very rounded and fully featured service. It’s is especially well suited for customers who need a full suite of customer support features, as Zendesk Chat integrates well with other Zendesk products.