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LiveAgent VS Spiceworks Help Desk

Compare LiveAgent VS Spiceworks Help Desk and see what are their differences

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LiveAgent logo LiveAgent

LiveAgent is a fully-featured web-based live chat and help desk software. It harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Start your free 1 month trial today!

Spiceworks Help Desk logo Spiceworks Help Desk

Help desk software features that work for IT
  • LiveAgent Landing page
    Landing page //
    2023-10-12

LiveAgent is a fully-featured omnichannel help desk software that offers an all-in-one help desk solution for businesses of all sizes and types. LiveAgent's core strength is the ability to integrate multiple communication channels such as email, live chat, phone support, social media but also rarely integrated channels like WhatsApp, Instagram and Viber.

LiveAgent boasts the fastest live chat widget on the market and over 180+ additional features, including ticketing, automation, tags, a customer portal and more. LiveAgent's pricing plans are smart - they enable you to pay for only what you use. Save money and time with LiveAgent.

LiveAgent is used by over 15,000 businesses worldwide including Forbes, Yamaha, eSky and Huawei. It has served over 150M end-users worldwide. Join them in providing world-class customer service. Start your free 30-day trial now, no contracts or credit card required.

  • Spiceworks Help Desk Landing page
    Landing page //
    2023-07-22

LiveAgent features and specs

  • Ticket management
  • Live Chat & In-App-Messaging
  • Email notifications
  • Email Templates
  • Emailing
  • Live Chat Support
  • Call Forward
  • Call Transfer
  • Call Analytics and Reporting
  • Attachment viewer
  • Spam filter
  • Help desk & requests management
  • Reports
  • Reporting
  • Reports & analytics
  • Knowledge Base
  • Knowledge Management
  • Customer Service
  • Customer Support
  • Customer Feedback Widget
  • Customer Management
  • Mobile Apps
  • White Labeling
  • Chat
  • Chat Support
  • Gamification
  • Social Media Integrations
  • Time Tracking
  • Email Management
  • IVR

Spiceworks Help Desk features and specs

  • Free of Cost
    Spiceworks Help Desk is available for free, making it an attractive option for small and medium-sized businesses with limited budgets.
  • Cloud-Based
    As a cloud-based solution, it allows for remote access and management, providing flexibility and convenience to IT staff and users.
  • User-Friendly Interface
    The interface is intuitive and easy to navigate, which can reduce the learning curve for new users.
  • Community Support
    Spiceworks has a robust community of IT professionals who can offer advice, share experiences, and provide solutions.
  • Customizable Tickets
    Allows for customization of tickets, making it easier to track issues specific to your organization's needs.
  • Third-Party Integrations
    Supports integrations with various third-party applications and tools, enhancing its overall capability and utility.

Possible disadvantages of Spiceworks Help Desk

  • Limited Scalability
    While effective for small to medium-sized businesses, it may not scale well for larger organizations with more complex IT needs.
  • Advert-Supported
    Being free, the platform includes advertisements which some users may find intrusive or distracting.
  • Limited Advanced Features
    Lacks some advanced features found in more robust, paid help desk solutions, such as advanced automation and extensive reporting.
  • Dependence on Internet Connection
    As a cloud-based service, it requires a stable internet connection to function effectively; any downtime can disrupt operations.
  • Data Privacy Concerns
    Storing help desk data in the cloud may raise data privacy and security concerns for some organizations.
  • Periodic Performance Issues
    Users may occasionally experience performance issues such as slow loading times, which can hinder productivity.

Analysis of LiveAgent

Overall verdict

  • LiveAgent is generally regarded as a solid customer support solution, particularly for small to medium-sized businesses. Its functionalities, ease of use, and integration capabilities offer substantial value. However, as with any software, it is important to consider specific business needs and budget constraints when evaluating LiveAgent's fit. Some users mention that while it is feature-rich, it might be more than needed for very small teams without complex requirements.

Why this product is good

  • LiveAgent is often considered a good choice due to its comprehensive set of features tailored for customer support. It offers a multichannel support system, including email, chat, social media, and phone, allowing businesses to streamline communications in one place. Its user-friendly dashboard, robust reporting capabilities, and automation options allow teams to efficiently address customer inquiries and improve service quality. Additionally, LiveAgent provides customizable templates and a reliable ticketing system, which can enhance productivity and customer satisfaction.

Recommended for

    LiveAgent is recommended for businesses and organizations looking for a versatile and integrated customer support platform. It's ideal for customer support teams in small to medium-sized companies across various industries. Companies seeking to consolidate their customer service interactions across multiple channels into a single, efficient platform may find it particularly beneficial.

Analysis of Spiceworks Help Desk

Overall verdict

  • Spiceworks Help Desk is generally regarded as a good choice for organizations seeking a cost-effective and comprehensive IT help desk solution. While it lacks some advanced features found in premium solutions, its cost (free) and ease of use make it a preferred option for companies with low budgets that want robust basic features. However, larger enterprises or businesses with complex IT needs might find it lacking in scalability and advanced customization.

Why this product is good

  • Spiceworks Help Desk is appreciated for being a free and user-friendly IT management tool geared towards small to medium-sized businesses. It offers a range of features, including ticket management, network monitoring, and inventory tracking, all within a web-based interface that is easy to navigate and set up. The platform benefits from a strong community of IT professionals who provide support and share knowledge through forums and discussions. Its integration capabilities with other tools can streamline IT workflows, and regular updates ensure it stays relevant to current IT needs.

Recommended for

    Spiceworks Help Desk is recommended for small to medium-sized businesses, educational institutions, and non-profit organizations looking for a budget-friendly IT management solution. It's also suitable for IT professionals who value community-driven support and need a tool that provides essential help desk functionalities without the overhead of complex integrations or high costs.

LiveAgent videos

+ Add

LiveAgent Review - Unitied Inbox, Ticket Desk, Phone System, Live Chat, Video Chat & More

More videos:

  • Tutorial - LiveAgent Review & Tutorial (Including Twilio Setup) [AppSumo 2019]
  • Review - LiveAgent Review on AppSumo
  • Demo - Product Tour

Spiceworks Help Desk videos

+ Add

Cloud Spiceworks Help Desk | IT Support Ticketing Training

Category Popularity

0-100% (relative to LiveAgent and Spiceworks Help Desk)

LiveAgent

Spiceworks Help Desk

Customer Support
100 100%
Customer Support
0% 0
Help Desk
92 92%
Help Desk
8% 8
Monitoring Tools
0 0%
Monitoring Tools
100% 100
Customer Service
100 100%
Customer Service
0% 0

Questions and Answers

As answered by people managing LiveAgent and Spiceworks Help Desk.

What makes your product unique?

LiveAgent's answer

LiveAgent stands out with its ultra-fast performance, robust ticketing system, and user-friendly interface. It is a scalable solution equipped with over 180+ features and 200+ integrations, capable of growing as your customer service needs expand.

Why should a person choose your product over its competitors?

LiveAgent's answer

LiveAgent offers 24/7 availability, an exceptional 20-second average response time, and extraordinary usability. Suitable for any type of business, its unbeatable value for money makes it a top choice for reliable and efficient customer service.

How would you describe your primary audience?

LiveAgent's answer

Our primary audience consists of businesses of all sizes seeking to enhance their customer service experience. This includes startups, SMEs, and large corporations across various industries.

What's the story behind your product?

LiveAgent's answer

Born out of the need for better customer interactions, LiveAgent was founded in 2004. Driven by the philosophy 'to treat customers as people, not tickets,' we've grown into a leading customer service solution.

Which are the primary technologies used for building your product?

LiveAgent's answer

As a cloud-based solution, LiveAgent employs cutting-edge technologies to ensure a fast, secure, and reliable customer service platform. Our intricate infrastructure guarantees optimal functionality and high performance at all times.

Who are some of the biggest customers of your product?

LiveAgent's answer

Renowned brands like Huawei, Yamaha, BMW, and Oxford University are proud users of LiveAgent, trusting us for world-class customer service.

User comments

Share your experience with using LiveAgent and Spiceworks Help Desk. For example, how are they different and which one is better?
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Reviews

These are some of the external sources and on-site user reviews we've used to compare LiveAgent and Spiceworks Help Desk

LiveAgent Reviews

  1. Usama Idrees
    · CEO & CTO at HUK SONS ·
    Transformative Customer Support Solution

    LiveAgent has been a game-changer for our customer support operations. Its intuitive platform streamlined our ticket management, reduced response times by 40%, and empowered our team to focus on high-impact tasks. The automation features and omnichannel integration have elevated team productivity and customer satisfaction—a must-have for scaling tech-driven businesses.

    🏁 Competitors: Zendesk, Freshdesk
    👍 Pros:    Omnichannel support: seamless integration across email, chat, social media, and phone.|Automation & workflow customization: saved hours with pre-set triggers and personalized workflows.|User-friendly interface: minimal training required—our team adopted it effortlessly.|Analytics & reporting: actionable insights helped refine our customer strategy.|Scalability: grows with our business without compromising performance.|24/7 uptime: reliable support during peak demand periods.
    👎 Cons:    Advanced features learning curve: some automation tools require deeper exploration (worth the effort).|Limited customization in reporting: minor gaps for hyper-specific metrics (workarounds exist).|Mobile app: functional but could use a ui refresh for faster navigation.
  2. Michal K
    · CEO ·
    Great Helpdesk solution

    Helped us to manage customer communications from one place. Easy to use and learn.

    🏁 Competitors: Zendesk, Freshdesk
    👍 Pros:    Easy to use|Easy integration|Automation and custom functions
    👎 Cons:    Nothing, so far
10 Best Freshdesk Alternatives for Businesses in 2024
LiveAgent is an excellent choice for live chat support. It provides best features that increases customer support online.
Source: www.bolddesk.com
Top 11 Freshdesk Alternatives for 2024 (Ranked & Rated)
If chat widgets are your most wanted feature, LiveAgent is the live chat specialist. If you want more than a live chat bubble, LiveAgent’s comparable plans offer familiar features.
Source: www.helpscout.com
Top 13 Freshdesk alternatives and competitors for 2024
LiveAgent is a help desk solution with customer communication and organizational tools, like live chat and a ticket management system. LiveAgent includes a multichannel interface with access to voice, chat, social media, SMS, and email support. Its ticketing system can automatically distribute tickets to agents based on predefined rules.
Source: www.zendesk.com
The 19 Best Call Center Software (& Features You Need) in 2022
LiveAgent's call center solution is built directly into their multi-channel help desk, so you can help customers over any channel you choose. One of the only tools on the list not to charge a per-minute usage fee, LiveAgent can be a cost-effective solution for small and medium-sized businesses that rely on phone support.
Source: blog.hubspot.com
10 Best Call Center Software (December 2022)
LiveAgent offers a free forever plan, which makes it an ideal choice for solopreneurs who want to provide support on a budget. As with most free plans, LiveAgent’s free option is limited, but you do get most omnichannel support for your call center, including voice, email, live chat, contact forms and a customer portal.
Source: www.forbes.com

Spiceworks Help Desk Reviews

We have no reviews of Spiceworks Help Desk yet.
Be the first one to post

What are some alternatives?

When comparing LiveAgent and Spiceworks Help Desk, you can also consider the following products

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

Jira Service Desk - IT service desk and customer service software by Jira Service Desk. Powerful ticketing system used by 25,000+ organizations. Try it free today.

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Freshservice - Freshservice: the one-stop cloud solution for all your IT management needs.

Intercom - Intercom is a customer relationship management and messaging tool for web businesses. Build relationships with users to create loyal customers.

SolarWinds Service Desk - An IT service management (ITSM) solution that understands what it takes to successfully manage your employee services. Try Solarwinds Service Desk for free!

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