LiveChat vs SCSM comparison

Text and Microsoft are both solutions in the IT Service Management (ITSM) category. Text is ranked #43, while Microsoft is ranked #11 with an average rating of 7.0. Text holds a 0.9% mindshare in ISM, compared to Microsoft’s 1.9% mindshare. Additionally, 100% of Text users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

LiveChat

Read 6 LiveChat reviews

904 Views
452 Comparison Views

100% willing to recommend

SCSM

Read 27 SCSM reviews

1,677 Views
1,241 Comparison Views

64% willing to recommend

LiveChat

SCSM

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Service Manager (SCSM) and LiveChat compete in the customer service software market. SCSM seems to have the upper hand for businesses integrated within the Microsoft ecosystem, while LiveChat stands out for those focused on customer interactions.

Features: SCSM supports IT service management with robust Microsoft integration, CMDB capabilities, and automated ticketing. LiveChat enhances real-time interactions with proactive invitations, chatbots, and customization options, crucial for direct customer engagement.

Room for Improvement: SCSM could improve user interface design, scalability, and integration with non-Microsoft tools. LiveChat may enhance reporting capabilities, user interface for large teams, and offer more third-party integrations.

Ease of Deployment and Customer Service: SCSM requires intensive setup due to its complexity and integration needs with Microsoft IT frameworks, but benefits from strong Microsoft support. LiveChat offers quick and straightforward cloud-based deployment and provides 24/7 customer support with extensive resources, making it ideal for rapid implementation.

Pricing and ROI: SCSM may have higher initial costs but offers good ROI for users heavily reliant on Microsoft products. LiveChat provides competitive pricing, suiting SMEs and businesses prioritizing quick returns on customer interaction advancements.

To learn more, read our detailed LiveChat vs. SCSM Report (Updated: March 2026).

Buyer's Guide

LiveChat vs. SCSM

March 2026

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Helped 885,311 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

LiveChat

Ranking in Help Desk Software

35th

Ranking in IT Service Management (ITSM)

43rd

Average Rating

9.8

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Live Chat (2nd)

SCSM

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

11th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of March 2026, in the IT Service Management (ITSM) category, the mindshare of LiveChat is 0.9%, up from 0.2% compared to the previous year. The mindshare of SCSM is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
SCSM	1.9%
LiveChat	0.9%
Other	97.2%

IT Service Management (ITSM)

Featured Reviews

Chamakhe Maurieni

CEO at a logistics company with 1-10 employees

Allows us to save automated answers to the most popular customer queries

In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.

Read full review

LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

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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

"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."

"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."

"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."

"We can attribute most of our high ticket sales to this software."

"It truly does what I need it to do and anything else I would say, I would be making it up."

"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."

"I've used SCSM a lot, and its features are valuable."

"It is an amazing solution but the pricing could be improved to be a little more competitive."

"SCSM is easy to learn because all of the material, including training videos, can be found online."

"Microsoft System Center Service Manager is a good product; it seems very easy and is better than most of the other solutions, which often have only a few features and cannot do what Microsoft can do."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"SCCM provides remote tool functionality, which is not in Intune."

"The most requested feature from our customers is the helpdesk ticketing system."

More SCSM pros

Cons

"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."

"The service needs to be more popular than it currently is."

"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."

"Look around as there are a lot of better solutions!"

"On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven, maybe even between six and seven, because there are a few things they need to improve, especially in the interface."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere."

"It is an amazing solution but the pricing could be improved to be a little more competitive."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"There are a few bugs."

"They need more integration with open-source products."

More SCSM cons

Pricing and Cost Advice

Information not available

"I would rate the pricing as two out of five."

"The price should be lower."

"The platform is competitively priced."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"It is a lower price vs. other things on the market."

"The license for SCSM is cheap."

"Licensing can be complex and confusing."

"It is an expensive solution."

More SCSM pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

17%

Manufacturing Company

17%

Media Company

Performing Arts

Government

13%

Construction Company

13%

Comms Service Provider

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

Questions from the Community

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

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What needs improvement with SCSM?

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What is your primary use case for SCSM?

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint, Outlook, server licensing, and Azure. We have Active Directory with Windows Se...

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IBM SmartCloud Control Desk vs SCSM

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Product Reports

Buyer's Guide

LiveChat

March 2026

Download LiveChat product report

Buyer's Guide

SCSM

March 2026

Download SCSM product report

Also Known As

chat.io

System Center Service Manager

Overview

Premium live chat software with help desk features.

Used by businesses to provide amazing customer service, increase online conversion and improve sales results.

LiveChat is a quality customer service software for companies striving to constantly improve their customer experience.

Easy to implement, easy to pick up from day 1 by customer service agents, easy to use by customers on your website.

Give it a try at https://www.livechatinc.com

Text

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

Sample Customers

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.

Fibabanka, UMC Health System

Buyer's Guide

LiveChat vs. SCSM

March 2026

Free Report: LiveChat vs. SCSM

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