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Zendesk vs LiveChat: Which Software Better Fits Your Business Needs?

Live Chat 5 min read

Adding a live chat feature is a popular choice for many businesses. However, once you decide that you want to do this, you realize there are many live chat software options to choose from. You don’t want to invest in something that won’t return a good value, so how are you supposed to know which one to pick?

As a customer service team, LTVplus works with many popular live chat software tools. Below you’ll find our expert review on two popular options: Zendesk vs LiveChat. Hopefully, our first-hand experience with these tools will help you to make a better decision for your business.

Why It Is Important to Have Live Chat on a Website in 2019

With live chat, you give your visitors the ability to quickly connect with your business. They can ask questions about your product, get help using your website, or have any other issues resolved, faster and more efficient.

There are a few key stats that demonstrate the importance of having live chat on your website in 2019.

For starters, exchanging just 6 messages with a visitor makes them 250% more likely to become a customer. Another study found that 77% of customers won’t even make a purchase if a website doesn’t have a live chat feature. And finally, 42% of customers said their preferred communication method is live chat, which was more than email, phone or social media.

The conclusion is clear: if you want to increase sales and improve customer service, you need a live chat feature on your website.

 

Our Comparison: Zendesk vs LiveChat

Overview

ZenDesk provides a suite of customer service tools, one of which is ZenDesk Chat. With ZenDesk chat you can talk to your visitors in real time, see advanced analytics about your conversations, and integrate seamlessly with the other ZenDesk products. LiveChat is a popular live chat tool, used by major brands such as cPanel, Roku, and OptInMonster. LiveChat helps you speed up your customer service, make your customers happier, and increase your sales.

Features

✔ Customizable chat windows

✔ Real-time visitor tracking

✔ Agent shift scheduler

✔ Chat tags

✔ Canned messages/Shortcuts

✖ Ticketing system

✔ Chatbots

✔ Proactive pre-chat surveys

✔ Chat routing (smart/manual)

✖ Custom sales goals

✔ Chat & agent reporting

✔ Agent roles & permissions

✔ CSAT surveys

✔ iOS and Android mobile apps

✔ REST API to integrate live chat with your own software

✔ Customizable chat windows

✔ Real-time visitor tracking

✔ Agent shift scheduler

✔ Chat tags

✔ Canned messages/Shortcuts

✔ Ticketing system

✖ Chatbots

✔ Proactive pre-chat surveys

✔ Chat routing (automatic)

✔ Custom sales goals

✔ Chat & agent reporting

✔ Agent roles & permissions

✔ CSAT surveys

✔ iOS and Android mobile apps

✔ REST API to integrate live chat with your own software

Integrations

  • Includes Salesforce
  • MailChimp
  • Google Analytics
  • WordPress
  • Squarespace
  • Full list here

Supported Languages

  • Available in over 25 different languages
  • Includes English, Spanish, German, French, Japanese, Simplified Chinese and Arabic
  • See the full list here
  • Available in over 45 different languages
  • Includes English, Spanish, German, French, Japanese, Simplified Chinese and Arabic
  • See the full list here

Supported Devices

  • Desktop Web App
  • Android Mobile App
  • iOS Mobile App
  • Desktop Web App
  • Android Mobile App
  • iOS Mobile App

Pricing options

  • Lite Plan: $0 per month, 1 concurrent chat, 30 day chat history
  • Team Plan: $14 per month per agent, unlimited chats and widget customization
  • Professional Plan: $29 per month per agent, set operating hours, unlimited triggers and conversion tracking
  • Enterprise: $59 per month per agent, real-time monitoring and 24/7 support
  • More details on the different pricing options can be found here.
  • 14 day free trial
  • Starter Plan: $16 per month per agent, 60 chat history and ticketing system
  • Team Plan: $33 per month per agent, unlimited chat history and customization
  • Business Plan: $50 per month per agent, work scheduler and advanced reporting
  • Enterprise: $149 per month per agent, comes with a dedicated account manager and product training.
  • More details on the different pricing options can be found here.

 

Our Choice: the Best Live Chat Software for Retail Businesses

For startups

For startups, we would recommend going with ZenDesk for a few reasons. First, it has a free plan, which is perfect for startups on a tight budget. Second, it offers chatbots, which are good for businesses who can’t afford full-time live chat agents.

For small businesses

Small businesses are all about growth, so for them, we would recommend LiveChat. This is partly due to the custom sales goal feature available with this tool. However, LiveChat also comes with its own ticketing system, so you don’t need separate software to get this feature.

For enterprises

For enterprise solutions, it will really depend on what you’re looking for. If you want the more affordable option, go with ZenDesk as it’s more than half the cost. However, if you think a dedicated account manager is something you’d like, then you’ll want to consider LiveChat.

For e-commerce

If you’re looking for a live chat feature for your E-commerce store, we’d recommend ZenDesk due to its lower prices. You’ll still get all the same features you’ll need as LiveChat, but at a lower cost. It also integrates perfectly with the popular E-commerce platform Shopify. However, if there’s a specific region you’re trying to reach, you may find LiveChat’s language options more appealing.

 

How Can Ecommerce Scale Business Worldwide In Any Timezone And Language With Live Chat

If you’re looking to scale your E-commerce business worldwide, you’ll also have to scale your live chat operation. This means having agents available around the clock to account for different time zones and provide support in multiple languages. To keep this operation in-house, you would need to hire more staff to handle the increased workload and look for agents who are familiar with the language and customs of other countries. This is an expensive option, but luckily there’s a better solution.

When you outsource your customer support to LTVplus, we provide all the agents you’ll need. Our team is available around the clock and can provide support in many languages. Not only that but since we are familiar with all the leading live chat tools on the market, we can help you find the right one for your business.

To learn more about the benefits of outsourcing your live chat service to LTVplus, please schedule a free consultation today. We would be happy to discuss with you how a dedicated live chat team can take your business to new heights.

Digital Marketing Manager @LTVplus Actively participating in the digital marketing world for more than 5 years. Currently making sure that our website content is up-to-date and our blog is filled with actionable tips and advice for online retail businesses. Very passionate about dogs, topics on spirituality and Unicorns.

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