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LiveChat vs TOPdesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
LiveChat
Average Rating
9.2
Reviews Sentiment
5.8
Number of Reviews
8
Ranking in other categories
Help Desk Software (22nd), IT Service Management (ITSM) (21st), Live Chat (2nd)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (18th), IT Service Management (ITSM) (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Vikas Kejriwal - PeerSpot reviewer
Engineering Manager at a comms service provider with 11-50 employees
Clean chat interface has supported basic AI handoffs but now needs omnichannel and a free plan
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These limitations made me switch to another solution. I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.
Martina Peneva - PeerSpot reviewer
People Technology Lead at Scandinavian Tobacco Group
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

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

Pros

"We have an automation that we just put in production where we are doing a double-blind quality review, and the bot is comparing the two entries and kicking out a large number of exceptions for human review, so we have saved a large number of hours every day by not having humans look at things that match."
"As we were closing our fiscal year, we had this huge backlog that we needed to clean up. The business was preparing to hire 12 people to do that, and even though they were not sure they could handle it, we built the process to extract and do the entire process just in two weeks. We were able with a single person to clean the entire backlog, which gave us huge benefits."
"The vision and the journey Automation Anywhere is on is phenomenal."
"We have seen AA bringing immense value to the clients once operational."
"My company uses AA extensively for internal BPO work as well as we refer and deploy it to the customer as a RPaaS model, helping increase productivity, reduce overall operational costs, and deliver fewer errors while proving to be a reliable workhorse during the COVID situation."
"IQ Bot has been one of the top-notch solutions that I have seen in the OCR field, which covers a lot of the areas where we can transition unstructured data into structured data."
"What I appreciate most about Automation Anywhere is its user interface, which is very friendly and simple when compared to UiPath and Power Automate, featuring drag-and-drop capabilities, control rooms for both cloud and on-premises, and the ability for business users to run bots with just half an hour of training."
"From my perspective, the most valuable features in Automation Anywhere are the ability to connect to different systems of records."
"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 majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."
"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."
"In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat."
"We can attribute most of our high ticket sales to this software."
"The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most."
"It truly does what I need it to do and anything else I would say, I would be making it up."
"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."
"As we have moved to an off-premises deployment, we get regular updates."
"The most valuable feature of the solution is the ticketing feature."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"Change management is the most critical feature."
"TOPdesk is overall very stable."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"It is an easy-to-use solution."
 

Cons

"I need high value products to be created, so I need integration with other solutions. Machine learning and AI need to be integrated with Automation Anywhere. While IQ Bot is a good beginning, our company does not work with manual paperwork since we are already digital. We would like to see more integration with cognitive tools going forward."
"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."
"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."
"It is not able to use OCR effectively and has limited usability."
"I would like to see a comment feature that allows you to embed comments/notes into an action sidebar, without having to actually take up a line of code in order to write such a statement."
"One area that Automation Anywhere can improve is the debugging experience."
"One key feature for improvement I have been providing feedback on through the MVP program is enhancing natural language conversation to action. The Automation Anywhere product team is actively putting this feature into their roadmap, which I believe is crucial."
"IQ Bot is useful but the price is not friendly."
"LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan."
"The biggest friction point I have experienced with LiveChat so far is the lack of a free plan."
"The service needs to be more popular than it currently is."
"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
"In some fields, it's just not good enough."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"The solution should be made more user-friendly."
"It is time-consuming to add new users."
 

Pricing and Cost Advice

"I would like them to have better license management."
"The pricing is a bit higher."
"Roughly, as of today, it is around $250,000 annually."
"I think it's $5,500 per license."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
Information not available
"The solution's pricing is reasonable and not expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"TOPdesk's pricing is cheaper than Jira's."
"The solution is inexpensive compared to competitors."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Comms Service Provider
16%
Construction Company
16%
Manufacturing Company
12%
Financial Services Firm
5%
Outsourcing Company
12%
Manufacturing Company
10%
Educational Organization
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise2
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with LiveChat?
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These l...
What is your primary use case for LiveChat?
I started using LiveChat six months ago when we explored it. My main use case for LiveChat was to implement it as an ...
What advice do you have for others considering LiveChat?
We conducted a demo with LiveChat during our evaluation period. When I opened LiveChat during my evaluation, I checke...
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...
What advice do you have for others considering TOPdesk?
The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
chat.io
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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.
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about LiveChat vs. TOPdesk and other solutions. Updated: September 2026.
914,262 professionals have used our research since 2012.