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 #4 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

182 Views
30 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

607 Views
99 Comparison Views

96% willing to recommend

LiveAgent

Salesforce Service Cloud

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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To learn more, read our detailed LiveAgent vs. Salesforce Service Cloud Report (Updated: May 2025).

Buyer's Guide

LiveAgent vs. Salesforce Service Cloud

May 2025

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Helped 856,873 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

22nd

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (49th)

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Ranking in Knowledge Management Software

3rd

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of June 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

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

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.

Read full review

Quotes from Members

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

Pros

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"It is a stable product."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"The most valuable feature of the solution is the traceability of actions."

"The plug-ins that work with other standard systems have made the product industry-ready."

More Salesforce Service Cloud pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"Salesforce Service Cloud's report functionality could be improved."

"There is room for improvement in pricing."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The pricing for what Salesforce Service Cloud offers is not great."

"I would like to add some bot features."

"The main concern for me revolves around the speed of certain integrations."

More Salesforce Service Cloud cons

Pricing and Cost Advice

Information not available

"The solution is priced at 50 dollars a month per user."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"Salesforce is very cost-effective."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The tool is pretty expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

19%

Computer Software Company

12%

Educational Organization

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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.

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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.

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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

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 17% of the time

Pega CRM vs Salesforce Service Cloud

Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Help Desk Software

May 2025

Download LiveAgent product report

Buyer's Guide

Salesforce Service Cloud

May 2025

Download 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

May 2025

Free Report: LiveAgent vs. Salesforce Service Cloud

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856,873 professionals have used our research since 2012.

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