Prime 5 LiveAgent Options for Social Buyer 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 that will allow you to improve buyer satisfaction whereas delivering personalized service by leveraging AI-powered applied sciences akin to omnichannel communications help, automated self-service, and chatbots. 

LiveAgent is among the suppliers within the social customer support subject; however, it could 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 summary of LiveAgent and its high 5 alternate options highlighting their:

• Options 
• Professionals and cons
• Person scores
• Pricing

Comparability of LiveAgent and the highest 5 alternate options

Distributors	Complete evaluations*	Common score (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

*Based mostly on the overall variety of Capterra, G2, and TrustRadius evaluations and common score as of 10/30/2023.

**Beginning worth 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+

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

Disclaimer: Social listening, omnichannel customer support, social media integrations, multilingual help, and free trial options are all supplied within the high 5 listed LiveAgent alternate options, subsequently these options are excluded from the checklist.

Vendor choice standards

We used an intensive process to evaluate quite a few social buyer software program distributors to establish the 5 LiveAgent alternate options. Our evaluations take note of standards akin to:

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

Word: Social listening, omnichannel customer support, social media integrations, and multilingual help options are excluded from the comparability checklist since they’re obtainable in all LiveAgent alternate 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 observe, set up, and reply buyer queries with the LiveAgent ticketing system. LiveAgent gives a number of capabilities akin to automated ticket distribution, interactive voice response (IVR), omnichannel messaging, canned response messages, stay chat (with attachments and GIFs), and service-level settlement (SLAs).  

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

Clever options: Presents 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 workforce efficiency.

Professionals

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

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

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

Cons

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

No inner chat channels: Communication with different staff isn’t attainable 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, making it troublesome to change tickets in order that customers turn into overwhelmed by the messages that pop up on the display.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 repeatedly, making it inconceivable to keep up dependable integrations.¹⁶

Person Scores

• 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 could be accessed with extra prices) ¹⁷
• Medium: $29.00 (Fb, Instagram, and Twitter integrations could 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 1 telephone quantity, e-mail handle, and chat window.

Prime 5 LiveAgent alternate options

1- Salesforce Service Cloud

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

The software program can maintain connections with prospects 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 gives add-on options beginning at $50 per person monthly.²¹Service Cloud Einstein is among the add-on merchandise that may be built-in right into a Salesforce setup for a month-to-month membership charge. 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:

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

Determine 1: Einstein lead scoring

Supply: Salesforce²²

Professionals 

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

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

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

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

Cons

Reporting: Service Cloud, has room for enchancment in reporting, the platform gives 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 could be costly for tight-budget companies.²⁹

Person Scores

• 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+ prospects, serving firms of all sizes.³⁴The software program permits organizations to handle buyer inquiries and complaints by automating ticket assignments and establishing automated notifications. 

Freshdesk permits you to talk with social networking platforms akin to Twitter and Fb from one interface, decreasing the necessity to swap between applications. Freshdesk turns all related model mentions, feedback, likes and replies from Twitter and Fb Messenger into simply trackable and manageable tickets. Shoppers obtain responses in the identical channel during which they specific their queries.

Freshdesk can leverage social listening and allow you to monitor responses that aren’t geared toward you however include references to your organization. This fashion, you received’t miss out on competitor actions, shopper queries, considerations, or feedback that will 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 sorts.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 observed that the mixing with social media websites could also be improved. They acknowledged 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 users point out that the reporting feature needs additional customization in terms of modifying the design of the tickets page.⁴²

User Ratings

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

Pricing (per seat/month)

• Growth: $15.00⁴³
• Omni-channel growth: $29.00⁴⁴
• Pro: $48.99⁴⁵
• Omni-channel pro: $59.00⁴⁶
• Enterprise: $69.00⁴⁷
• Omni-channel enterprise: $99.00⁴⁸
• A 14-day free trial is available.

3- Intercom

Intercom is a messenger-based customer service software with social media management capabilities that helps businesses interact with customers and users via in-app messages, chatbots, email, social media, and live chat. 

The software automatically sends messages and emails through social media channels to teams or customers so that users can manage all support inquiries from their inboxes.

Intercom also offers an intelligent chatbot Fin, powered by language models like OpenAI’s GPT-4.

Fin: Fin is an AI-powered chatbot tool. It does not require training or feature set up to be integrated with your desktop, it is a built-in tool included in the purchasing plan and can directly connect your Intercom Articles or any public URL containing your support information priced at $0.99 per AI Resolution.⁴⁹

 Intercom can demonstrate detailed automated reporting with Fin such as:

• List of chats for which Fin did not respond
• Interaction response rate, deflection rate, and resolution rate
• Emails collected
• Leads disqualified
• Conversations assigned to your team
• Distinction between resolved and unresolved discussions

Pros

AI-powered ticketing system: Users appreciate how Intercom organizes their work, with its flexibility, automation, and ticket management functions.⁵⁰

Knowledge base: Intercom is considered a strong community platform since users think that their knowledge base articles are intuitive and easy to learn.⁵¹

APIs: Most of the users agree that Intercom’s APIs are comfortable to use and useful in personalization.⁵³

Cons

Social media integration bugs: Some users think that social media channels like Facebook need to be fixed and may create communication gaps with customers.⁵⁴

Social network synchronization and emailing: Users claim that lack of social network synchronization and an insufficient email system are the two major drawbacks of Intercom.⁵⁵

Pricing: Users claim that Intercom’s pricing is super steep and can get expensive for early-stage companies.⁵⁶

APIs: A few of the users think that API interaction for getting info to intercom contacts is still too code-intensive.⁵⁷

User Ratings

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

Pricing (per seat/month, billed annually)

• Starter: $74.00 (includes 2 seats up to 1,000 users)⁵⁸
• Pro: $153.00⁵⁹
• Premium: Custom pricing, for more information contact Intercom.
• A 14-day free trial is available, then costs $0.99 per resolution.⁶⁰

4- Zendesk Support Suite

Zendesk is customer support software that allows you to provide service through social media channels including Instagram, Twitter, and Facebook. 

Zendesk Support Suite can convert each social media communication into a service ticket, which can be resolved from the universal inbox. Users who have access to the universal inbox can leverage analytics, customer data, and the case status of each ticket to manage inquiries.

Pros

Ticket management: Users gave positive credit to ticket management, stating that it is simple to categorize tickets by clients, industry, support package, and so on by creating reports.⁶¹

Integrations: Users claim that the software offers seamless integration with vital systems like Shopify, Dialpad, and Asana.⁶²

User interface: Users said that Zendesk Suite has a modern and intuitive interface, its live chat widget is considered to be easy to use.⁶⁴

Performance: Switching between chats is slow on the workspace.⁶⁵

Reporting: The reporting and analytics capabilities of the platform are claimed to be limited by a few users.⁶⁶

User Ratings

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

Pricing (per seat/month, billed annually)

• Suite team: $55.00⁶⁷
• Suite growth: $89.00⁶⁸
• Suite professional: $115.00⁶⁹
• Suite enterprise: Contact Zendesk
• A 14-day free trial is available.

5- Zoho Desk

Zoho Desk is a customer service software with social media integration capabilities, allowing users to like, comment, and share on social media platforms directly from the Zoho interface.

The platform offers a social media integration tool Zoho Social that can respond to incoming messages, prioritize tickets, and provide customized customer profiling in real time based on social media customer data.

Pros

Functionality: Users claim that all queries received via email and social media, particularly Facebook, are collected and addressed on Zoho Desk accurately and precisely.⁷⁰

Custom panel: Zoho Desk’s panel customization function is well appreciated by some users, enabling them to view on a panel what unsolved activities or troubles exist, allowing any authorized active member to follow up and fix the issue.⁷¹

Ticketing system: Zoho’s ticketing system has received positive feedback from users, allowing them to efficiently organize and prioritize social customer service while being able to quickly monitor, create, and respond to tickets.⁷²

Cons

Social media functionality: Some users expected to have functionality with the social media integrations such as being able to auto-create tickets from a post comment.⁷³

Functionality: Drag and drop functionality can be added.⁷⁴

APIs: Their API functions are and are not configured in real time, disabling users to automate real-time workflows.⁷⁵

User Ratings

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

Pricing (per seat/month, billed annually)

• Express: $7.00⁷⁶
• Standard: $14.00⁷⁷
• Professional: $23.00⁷⁸
• Enterprise: $40.00⁷⁹
• A 15-day free trial is available for up to 3 seats.

Key features of social customer service software

1- AI-powered self-service

In the United States, ~80% of CEOs are increasing their investments in customer self service, allowing consumers to help themselves through AI-powered self-help portals and chatbots.⁸⁰

Self-service solutions driven by AI allow customers to interact more naturally.

It implies a seamless, low-effort, frictionless experience delivered by documented material through brand or user database interactions on:

• Social media forums      
• Chatbots
• Blog posts
• FAQ base
• Community forums

2- AI chatbots

~50% of customers hang up before customer support teams resolve their issues. Keeping your consumers waiting may decrease your sales. Chatbots can address 80% of consumer queries.⁸¹

The latest generation of AI chatbots, sometimes known as “intelligent virtual assistants” or “virtual agents,” can not only interpret open-ended communication but also perform automated actions using complex language models.

An AI chatbot is a computer software that reflects human communication with a user. Though not all chatbots use artificial intelligence (AI), current intelligent chatbots increasingly leverage conversational AI methods such as natural language processing (NLP) to interpret user requests and execute automated answers.

GIF: A chatbot answering customer questions

Source: Intercom⁸²

3- Low code – no code development

According to our research data collected from customer evaluations for low code – no code development platforms, “ease of use” is the most used (11%) positive term people use when characterizing low code – no code development platforms.

No-code AI enables the development of AI models without the need for highly trained technical people. With low-code or no-code, using the software can get as simple as using daily apps, enabling the average business user (“citizen developer“).

• Low code: Low code is a technique for creating simple visual interfaces and integrated functionality that reduces the need for traditional coding.
• No code: No code-comparable method that offers low-code capabilities, allowing non-technical users to construct or use apps without any coding.

4- Customer feedback

~50% of customers anticipate feedback within 24 hours to social media inquiries.⁸³Customer feedback is the information provided by consumers regarding their experiences with your products or services.

Feedback can be either indirect or direct. Customers, for example, can publicly discuss your brand on social media without naming you (indirect), or they can post product evaluations and feedback on your company’s website (direct).

5- Social listening

Social listening is the process of finding and analyzing what is being said about a company, people, product, or brand on the internet.

Social media listening can:  

• Monitor social media platforms for mentions of your company, product, service, brand, and competitor keywords.
• Analyze collected mentions to create practical findings that will assist you in achieving your company goals (see below).

Figure 2:

Social listening data visualization conversations happening about a topic

Source: Sprout Social⁸⁴

6- Omnichannel customer service

When communicating with organizations, shoppers utilize an average of ten channels, with telephone, email, in-person, and mobile at the top of the list.⁸⁵Omni-channel customer service seeks to create a consistent customer experience spanning numerous channels by combining them into one platform. This provides support agents with a full perspective of a client’s transactions, allowing them to respond to inquiries more quickly and effectively.

In other words, if the customer writes a message on Tuesday, they want the phone conversation on Wednesday to follow up exactly where they left off. Thus, omnichannel service keeps all the customer information across all channels to allow service agents to offer a seamless customer experience.

Omnichannel service can help businesses to:

• Increase sales: Omnichannel customers spend more than those exclusively using one channel.⁸⁶
• Improve digital engagement: ~50% of customers prefer digital channels when engaging with companies.⁸⁷
• Enhance customer experience: 60% of customers believe that experiences should organically flow between both online and offline places.⁸⁸

7- Social media integrations

Social media integrations may assist both businesses and customers in creating and distributing online material such as reviews, ratings, and images. 

Social media integrations can help businesses to:

• Enhance brand loyalty: ~95% of executives agree that social media data has a favorable influence on brand loyalty. Social media helps companies to interact with their customers on a more personal level, building meaningful and lasting relationships with customers.⁸⁹
• Build customer engagement: ~70% of customers believe that social media channels help them to communicate with companies.⁹⁰
• Gain a competitive advantage: ~90% of leaders think that social media has a positive impact on improving the competitive positioning of your company.⁹¹

8- Multilingual support 

~20% of the population in the United States does not speak English at home.⁹²

Customers’ experiences improve significantly when they can contact a support representative who understands their native language: they can interact more easily and feel more at ease. As a result, multilingual customer service is not only capable of contributing to more favorable encounters, but it can also assist you in building a reputation for your brand.

Multilingual support can benefit organizations by:

• Increasing sales: More than 75% of consumers are more likely to make another purchase if the service is available in their native language.⁹³
• Increasing customer loyalty: 70% of SAAS customers are more loyal to organizations that provide service in their native language.⁹⁴
• Enhancing customer experience: ~70% of worldwide shoppers preferred to read product evaluations in their native language.⁹⁵

Other features to consider while selecting a social customer service software

9- Free trial

A free trial allows you to evaluate the software’s features, performance, and integrations, and decide whether it is a suitable product for your business needs.

10-Pricing 

Each software company has its pricing plan. It is critical to calculate and oversee all of your spending upfront so that you do not lose control over the budget.

Major Saas expenses include:

• Setup costs
• Subscription costs
• Add-on costs
• Maintenance costs

Transparency statement

AIMultiple cooperated with numerous emerging tech companies, including Salesforce Service Cloud.

Further reading

Read our transparent, up-to-date articles to learn more about social customer service alternatives and customer engagement automation.

You can also check out our data-driven list of customer experience software.

Contact us to find out more about social customer service:

Find the Right Vendors

External links

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