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Desk.com (discontinued) vs. LiveAgent

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Desk.com (discontinued)

    Score8.3 out of 10
    N/ADesk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.N/A

    LiveAgent

    Score9.7 out of 10
    Small Businesses (1-50 employees)
    LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…

    $15

    per month per seat

    Pricing
    Desk.com (discontinued)LiveAgent
    Editions & Modules
    No answers on this topic
    Free
    $0
    per month
    Small
    $15
    per month per seat
    Medium
    $29
    per month per seat
    Large
    $49
    per month per seat
    Enterprise
    $69
    per month per seat
    Offerings
    Pricing Offerings
    Desk.com (discontinued)LiveAgent
    Free Trial
    YesYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Desk.com (discontinued)LiveAgent
    Considered Both Products
    Discontinued Products
    No answer on this topic
    QualityUnit, LLC
    Chose LiveAgent
    Again the product knowledge base was just not there, very simplistic in use however no dashboard comes installed, this is all optional extras even when you are admin. This was not a bad product however did not fit the criteria of what we needed at the time - still recommended, …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Desk.com (discontinued)LiveAgent
    Incident and problem management
    Comparison of Incident and problem management features of Desk.com (discontinued) and LiveAgent
    Feature
    Desk.com (discontinued)
    -
    Ratings
    LiveAgent
    7.7
    59 Ratings
    Organize and prioritize service tickets00 Ratings7.956 Ratings
    Expert directory00 Ratings7.947 Ratings
    Subscription-based notifications00 Ratings7.042 Ratings
    ITSM collaboration and documentation00 Ratings6.838 Ratings
    Ticket creation and submission00 Ratings8.458 Ratings
    Ticket response00 Ratings8.459 Ratings
    Self Help Community
    Comparison of Self Help Community features of Desk.com (discontinued) and LiveAgent
    Feature
    Desk.com (discontinued)
    -
    Ratings
    LiveAgent
    10.0
    52 Ratings
    External knowledge base00 Ratings10.049 Ratings
    Internal knowledge base00 Ratings10.047 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Desk.com (discontinued) and LiveAgent
    Feature
    Desk.com (discontinued)
    -
    Ratings
    LiveAgent
    8.5
    58 Ratings
    Customer portal00 Ratings10.053 Ratings
    IVR00 Ratings7.028 Ratings
    Social integration00 Ratings8.150 Ratings
    Email support00 Ratings7.454 Ratings
    Help Desk CRM integration00 Ratings10.046 Ratings
    User Ratings
    Desk.com (discontinued)LiveAgent
    Likelihood to Recommend
    8.2
    (38 ratings)
    8.0
    (117 ratings)
    Likelihood to Renew
    8.4
    (14 ratings)
    9.3
    (4 ratings)
    Usability
    8.3
    (19 ratings)
    8.0
    (4 ratings)
    Availability
    1.0
    (2 ratings)
    -
    (0 ratings)
    Performance
    10.0
    (1 ratings)
    -
    (0 ratings)
    Support Rating
    8.2
    (21 ratings)
    9.3
    (24 ratings)
    Implementation Rating
    10.0
    (1 ratings)
    9.1
    (2 ratings)