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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
662
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 (1st), 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 (23rd), 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 (19th), IT Service Management (ITSM) (19th)
 

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

"It is highly accurate and gets up and running in a very short period of time."
"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."
"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."
"This product has helped us a lot by improving and growing the business in different domains."
"We are able to sell it very easily compared to its competitors. Another piece is the stability part. The third piece is something which is the customer experience: The ease to work with it. The Automation Anywhere, as a partner, is very easy to work with. They are there when you need them, whether you are in the initial journey of automation, you are figuring out what is the right opportunity, or whether you are in the journey of deploying the bot or support. They are there with you at each of those stages."
"It is easy to fix bug issues which you encounter in the post-production process."
"Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation, with modern features to train documents ensuring high accuracy and repeatability over time."
"We have worked with various tools over many years and we believe that Automation Anywhere is one of the most stable platforms."
"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."
"In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat."
"The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most."
"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."
"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."
"Change management is the most critical feature."
"Technical support is great and we have not had any issues with them."
"As we have moved to an off-premises deployment, we get regular updates."
"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."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of this solution is the incident management module."
 

Cons

"We need a better way of getting upgrades or defect fixes. It is creating problems for us, as we have to go for a completely new version. Maintaining and managing existing bots, then coming up with new ones takes a lot of time. We would rather have a batch fix than an installation to an installation."
"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."
"Regarding my experience with the pricing, setup cost, and licensing of Automation Anywhere, I have some concerns about the product licensing model."
"I would like OCR for video and text using the IQ Bot. It should also be available in an email tag format."
"For improvement, I would like to see Automation Anywhere integrating with multiple other technologies."
"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."
"The GUI can be improved by making it more user-friendly."
"Automation Anywhere has some limitations."
"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."
"LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan."
"The service needs to be more popular than it currently is."
"The biggest friction point I have experienced with LiveChat so far is the lack of a free plan."
"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."
"An operator is also a user but requires creating two different records."
"It is time-consuming to add new users."
"The solution should be made more user-friendly."
"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."
"In some fields, it's just not good enough."
"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."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
 

Pricing and Cost Advice

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"It is affordable for us."
"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"The licensing needs to be made simpler or shortened."
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"The price for Automation Anywhere is reasonable."
"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."
Information not available
"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 solution's pricing is reasonable and not expensive."
"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."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution is inexpensive compared to competitors."
"TOPdesk's pricing is cheaper than Jira's."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Comms Service Provider
17%
Construction Company
17%
Manufacturing Company
12%
Financial Services Firm
6%
Outsourcing Company
11%
Manufacturing Company
10%
Educational Organization
10%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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: August 2026.
909,099 professionals have used our research since 2012.