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LiveAgent vs Salesforce Service Cloud comparison

QualityUnit and Salesforce are both solutions in the Help Desk Software category. QualityUnit is ranked #38, while Salesforce is ranked #5 with an average rating of 8.3. QualityUnit holds a 0.3% mindshare in HDS, compared to Salesforce’s 2.2% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 53 Salesforce Service Cloud reviews
  • 609 Views
  • 494 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024
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Salesforce Service Cloud and LiveAgent compete in the customer support management category. Salesforce Service Cloud seems to have an upper hand in comprehensive integrations and scalability for larger enterprises, while LiveAgent is a better choice for smaller businesses due to its cost-effective features.

Features: Salesforce Service Cloud provides advanced automation tools, AI-driven insights, and integration capabilities with other Salesforce products. LiveAgent offers real-time chat, email ticketing, and social media integration alongside a user-friendly dashboard.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment integrates smoothly within existing Salesforce ecosystems, offering robust infrastructure for large-scale operations with professional support services. LiveAgent is known for quick deployment and minimal setup requirements, with strong support services aiding rapid implementation.

Pricing and ROI: Salesforce Service Cloud has higher upfront costs due to its enterprise-level features, improving long-term ROI with customer engagement tools and automation. LiveAgent offers a more affordable pricing model, providing strong ROI through competitive pricing and features suitable for smaller teams.

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Buyer's Guide
LiveAgent vs. Salesforce Service Cloud
April 2025
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Helped 849,963 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

LiveAgent
Ranking in Help Desk Software
38th
Ranking in Knowledge Management Software
15th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (43rd)
Salesforce Service Cloud
Ranking in Help Desk Software
5th
Ranking in Knowledge Management Software
2nd
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.2%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
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ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"The product's initial setup phase was straightforward."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."
"The interface is quite user-friendly."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
More Salesforce Service Cloud pros
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"The pricing of the solution can be made cheaper."
"The solution’s user interface could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The product's high price is an area of concern where improvements are required."
"It is kind of a struggle to get a report that shows something you want it to show."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

Information not available
"Salesforce Service Cloud is a bit expensive."
"Salesforce is not a cheap product. It can be expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"Salesforce is very cost-effective."
"The price of the solution depends on how many users need access to it"
"The price is too expensive."
"The solution is priced at 50 dollars a month per user."
More Salesforce Service Cloud pricing and cost advice
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849,963 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
11%
Manufacturing Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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Earn 20 points
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
See all answers
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
See all answers
 

Comparisons

No data available
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Compared 17% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 8% of the time
Pega CRM vs Salesforce Service Cloud Logo
Pega CRM vs Salesforce Service Cloud
Compared 7% of the time
Oracle Fusion Service vs Salesforce Service Cloud Logo
Oracle Fusion Service vs Salesforce Service Cloud
Compared 7% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
April 2025
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
Salesforce Service Cloud
April 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

No data available
Service Cloud
 

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Buyer's Guide
LiveAgent vs. Salesforce Service Cloud
April 2025
Free Report: LiveAgent vs. Salesforce Service Cloud
Find out what your peers are saying about LiveAgent vs. Salesforce Service Cloud and other solutions. Updated: April 2025.
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