LiveAgent vs Zoho SalesIQ: 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.

Daniel: Hey, I'm Daniel. I'm a Product Marketing Manager in the SAS industry, and I give Zoho SalesIQ a three out of five. We use Zoho SalesIQ to engage with the visitors on our website. Simply put, that means people being able to chat in, get responses, able to get support if they need to, or ask pre-sales questions. And also, something that's pretty cool is being able to proactively engage with people based on a set of rules. For example, someone's come to the website for the second time. We may want to give a little pop up and say, "Hey, welcome back. Any questions this time around?" Or, "Is there anything that caught your interest?" Something along those lines. What I really like about SalesIQ is its simplicity. For most the basic functions that you need, it's really simple, really easy to use, and you can basically just log on and let it go. You get a little notification when there's a chat, and you can respond to it, and then, boom, close it, get back to your work. For most the basic stuff that you need, it's really simple, fast, easy chat tool. What I don't like about Zoho SalesIQ is that I found it to be not as robust as some of the dedicated chat tools, meaning there could be some other ones out there that only focus on chat, and they have options where you can set hierarchies with bots, for example, really easily, but just drag and drop where it says, "Hey, ask this person this." They respond one of these things, ask another thing. Just very easy, user-friendly ways to segment people and push them into a different box or different responses based on just a couple of easy factors. And with SalesIQ, they have something called Zobot, and that requires some kind of coding in their specific language. And basically, just took a lot longer and a lot more brain power to try to wrap one's mind around than just simply dragging and dropping, what you see is what you get, type editor to create a chat bot. There's also a couple of little bugs that can be really annoying. If you are chatting with someone and you get a second chat coming in, it will automatically take you out of that chat and put you into the next one. So, imagine not looking at the screen for a second, and you're typing, "Yes, happy to help you out with that. The refund is coming soon." And it has, in the meantime, you didn't notice, let's say, the sound, it switched you over. You wrote, "The refund is coming soon," hit Enter, and then, now, that new chat person sees, "The refund is coming soon," which is a little awkward. Obviously, you can work around that, but there's just a few little things like that that make you think that this isn't as streamlined as it could be.