LiveAgent vs SherpaDesk: Which is a better fit?

Moses: My name is Moses. I'm a consultant for Automate Accelerator. My rating for LiveAgent is three out of five. So before using LiveAgent, we used other help support. One that I can recall is Zendesk. So that's a platform that we use. One that we went with LiveAgent was the support function that LiveAgent was giving, and at the same time, it allows us to have multiple users on LiveAgent. And allow training of staff to use LiveAgent for support tickets was really, really easy. It also allows us to give more help option through our end users, not only from a texting perspective of a virtual assistant, but at the same time putting on video calls for them to actually utilize as well. So it was fairly challenging at the start to onboard LiveAgent. The only reason was there was a learning curve with the technology, and there was a user interface issue with the system at the point of time. But once we got onboarded, it was really, really easy to get going and to onboard new staff, and training of new staff on it as well. So, if you're considering using LiveAgent, I would say budget would definitely be a top option of mine, because LiveAgent is fairly pricey. It goes on per user seat basis. But at the same time, in terms of functionality, it is one of the best in the market. So that's something definitely to consider as well.

Randal: Hi, I'm Randal managing partner for SherpaDesk. I give it five stars. For more reviews like this, click below. I considered Zendesk and I considered Freshdesk. I did use Freshdesk for a while and I switched from it because it was too complicated. I needed something that was very simple. I didn't need a lot of bells and whistles, although it does have them. And it needed to talk to the other programs that I use, which was so easy to set up. In doing my trial, I found that I was up and running in so little time and I was able to have a fully working system, which we eventually tweaked, very tightly integrated into our ecosystem that just made everything work and talk to each other. The first thing we needed to do is integrate SherpaDesk with our billing software so that we not lose any money on the table by forgetting to bill a ticket. At first, we were using FreshBooks and again, the installation and the synchronization was very easy. And what I liked is that I was able to approve every single ticket to make sure there're no errors so by the time billing came around, all I had to do was create my invoices in my other platform. I've also switched to QuickBooks. And again, I had to start all over the process, but it was so simple. I just had to synchronize the companies and it's the same thing. I approve my time entries and they get synchronized to my platform where I can do the invoicing very quickly. That was the biggest thing for us is that integration with our accounting so that the whole process takes as little time as possible, as I can do other things. And the other thing that I needed to do is have a ticketing system that be integrated with our RMM, which is Ninja. And again, there's an integration there. Might not be as perfect as I'd like it, but it does work. And one thing about working with SherpaDesk is that they're always very open to suggestions. And they're all always improving. I'm always impressed by what they do. It's very easy to go in there to do some extra configuration. For example, I can create tickets directly into the platform using specific emails that are created, which allows me to, for example, set up a security platform, like an MDR goes directly into a security ticket with a high level, whereas all my other automated tickets are created with a low level. I can really customize how the tickets are coming in, how they're classified, which makes it easier for my technicians to pick the right ones as a priority. My recommendation is try it. They have one free account, for life, so you're only paying for your extra technicians. And once you get it going, you connect it to whatever programs that you're using, you'll see how easy it is. The clients enjoy it because all they do is send an email to our support@email and a ticket is automatically created. We can communicate with them on that level and you have an archive. If you have a problem that you've encountered before, you can use a search function to go in there and really find what you did to fix that so that it can be done again. Really, it's just about trying it. I've tried a lot of other platforms. The pricing is really simple. I don't like companies who overcharge or have these nebulous, mysterious pricing schemes. It's right on the website and you know exactly how much you're paying per technician. The price is reasonable. It's such a big, powerful tool. It's something that we use every single day. We would not be able to do business without it.