Freshservice and LiveAgent are competing products in the field of customer service solutions. Freshservice is favored for IT service management, while LiveAgent has the upper hand in extensive customer interaction capabilities.
Features: Freshservice offers robust incident management, asset management, and automation features. LiveAgent provides multi-channel communication, ticket management, and real-time chat functions. The main distinction is Freshservice's emphasis on IT service management, compared to LiveAgent's diverse customer interaction solutions.
Ease of Deployment and Customer Service: Freshservice features seamless cloud-based deployment with dedicated customer support. LiveAgent also has a cloud-based structure that's easy to set up, focusing on ticketing for support. Freshservice often delivers more personalized assistance, whereas LiveAgent emphasizes self-service.
Pricing and ROI: Freshservice incurs a higher initial cost but provides greater long-term ROI through IT workflow automation. LiveAgent is more affordable initially, offering quick ROI, especially for businesses prioritizing communication and support efficiency.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
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