Product Comparison

LiveEngage vs Zendesk Chat

Common Comparisons

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

Summary

Review date: January 22nd 2019

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.

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

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.

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.