# Compare LiveChat vs Freshservice 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Freshservice and LiveChat based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/62194-132997/LiveChat-vs-Freshservice

---

# Freshservice vs LiveChat Features and Cost Comparison

Last updated July 2nd, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

FreshserviceLiveChat2/4 selected

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/)

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.6 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/)

[## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Starting Price

$19.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.6

Customer Service

4.6

Reviews Sentiment

NO

Based on [753 reviews](#user-reviews)

Positive

713

Neutral

31

Negative

9

[## LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.6 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting Price

$25.00/month

Value-for-Money

4.5

Functionality

4.5

Ease of Use

4.6

Customer Service

4.6

Reviews Sentiment

Based on [1,727 reviews](#user-reviews)

Positive

1,645

Neutral

63

Negative

19

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## Summary

* * *

Key features rated by users

Features selected based on 4,309 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

78%Fit

High performer

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.7

Customizable Fields

4.2

Third-Party Integrations

3.7

Performance Metrics

4.0

73%Fit

Not enough reviews

Feature ratings

Ticket Management

4.5

Real-Time Notifications

4.6

Customizable Fields

1.0

Third-Party Integrations

4.3

Performance Metrics

4.4

User satisfaction

User satisfaction

4.5

User reviews[753](https://www.capterra.com/p/132997/Freshservice/reviews/)

Ease of use

4.6

Functionality

4.3

Value for money

4.4

Customer support

4.6

User satisfaction

4.6

User reviews[1,727](https://www.capterra.com/p/62194/LiveChat/reviews/)

Ease of use

4.6

Functionality

4.5

Value for money

4.5

Customer support

4.6

Price starts from

Price starts from

$19Per User, Per Month

-   Free version
-   Free trial

Price starts from

$25Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform.

Best for

LiveChat is used by ecommerce stores, B2B SaaS companies, customer support departments, sales teams, and enterprises seeking real-time website support.

## User reviews

Pros & cons

NO

Nathalie O.

Scrum Master IT

> "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459)

AC

Ariel C.

Technical Support Analyst

> "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443)

AD

Akshay D.

IT Manager

> "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264)

DV

David V.

Customer Supoort Manager

> "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459)

AD

Akshay D.

IT Manager

> "It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264)

WS

Wilben S.

Cloud Engineer

> "Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605)

AD

Akshay D.

IT Manager

> "It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264)

LB

Lucas B.

IT Service Desk Analyst

> "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

Praphul Kumar P.

Tech lead sr System Admin

> "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846)

DM

Deepak M.

Design Engineer

> "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362)

AD

Akshay D.

IT Manager

> "The platform provides a comprehensive IT service management solution with an intuitive interface, efficient ticket management, automation capabilities, and asset tracking..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264)

DK

Deep K.

Marketing Manager

> "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7157349)

LB

Lucas B.

IT Service Desk Analyst

> "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265)

SN

Suresh N.

Government Consultant

> "Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176648)

Jason F.

Service Desk Manager

> "The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7158814)

AM

Ajay M.

Technical Architect

> "Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644)

AD

Akshay D.

Devops Engineer

> "The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527)

MD

Mark D.

Director of Operations

> "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783)

PG

Princy G.

Social Media Specialist

> "I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785)

CY

Chandresh Y.

AVP-IT

> "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478)

SB

Sakshi B.

Senior analyst

> "Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176825)

AT

Arun T.

Analyst

> "SLA management is painful as the reporting, monitoring and analytics are very basic and it would have been better like IT management software."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7179509)

MI

Marika I.

Service Desk Lead

> "I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228)

LF

Lex F.

Platform Admin

> "no access to back-end tables if the functionality is not available, there is no way for customization. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209)

BC

Brendan C.

Senior Solutions Engineer

> "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567)

JC

Josh C.

Help Desk and System Admin

> "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621)

AM

Ajay M.

Technical Architect

> "Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644)

MJ

Mayank J.

Global IT Service Delivery Manager

> "In case you want to review specific agent availability for a day (with auto assignment on), you can't do that."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377)

CT

Cameron T.

IT Service Desk Analyst

> "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track of requests..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565)

BM

Bruno M.

VP IT

> "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

RA

Rajesh A.

Project manager

> "We use Freshservice for managing internal support tickets, and I feel it is very simple and efficient for tracking, managing, and closing requests."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7155860)

ST

Sean T.

Director of Cloud Infrastructure and Operations

> "The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151427)

SD

Stefan D.

Senior System Analyst

> "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427)

WM

William M.

IT Technician - Process Improvement

> "Malfunctioning features, outdated documentation, unclear access to specific items."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153899)

RB

Rajneesh B.

Senior ITSM Consultant

> "Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151898)

CR

Carlos R.

Systems Engineer

> "The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781)

JK

Justin K.

Director Of Support and Data Center Operations

> "Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517)

DF

Deste F.

IT HelpDesk

> "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021)

DF

Dominique F.

Systems Administrator

> "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320)

BK

Bhagyesh K.

java backend developer

> "Workflows can become confusing and difficult to manage as requirements become more complex and sometimes it get frustrating."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7172950)

KG

Kevan G.

Software enginner

> "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531)

LS

Lumo S.

Systems Analyst

> "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779)

DB

Denis B.

IT Service Manager

> "Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331)

MS

Matt S.

Systems Administrator

> "The lack of customizability for certain things, such as templates."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559)

AT

Adam T.

Team Lead

> "This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality"

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154579)

JC

Johnny C.

Support Engineer

> "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568)

SS

Shubham S.

Sr. Network Engineer

> "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852)

MO

Mark O.

Head of Managed Services

> "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

AD

Akshay D.

Devops Engineer

> "On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527)

TG

Taylor G.

Head of Product

> "New accounts can easily get locked if API usage is high."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052)

RM

Rakesh M.

Senior IT Infra Executive

> "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673)

MJ

Mayank J.

Global IT Service Delivery Manager

> "major feature missing is - you cant fetch report of Agent availability."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377)

AD

Akshay D.

Devops Engineer

> "Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527)

BF

Brandon F.

Service Desk Supervisor

> "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159)

TZ

Tarik Z.

IT

> "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927)

CK

Chris K.

Senior Director Global Ops and Support

> "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527)

EG

Erin G.

Director of IT

> "We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853)

LF

Lex F.

Platform Admin

> "Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209)

DB

Denis B.

IT Service Manager

> "The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331)

AM

Ajay M.

Technical Architect

> "Mobile app is a bit clunky too when you're trying to update something quickly on the go."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644)

EG

Erin G.

Director of IT

> "The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853)

JS

Jeremy S.

IT Project Manager

> "Some bugs that cause annoying alerts to be generated."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524)

AC

Ajay C.

EUS Engineer

> "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029)

BM

Bruno M.

VP IT

> "I am unable to get a support person when having a question or needing help configuring."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612)

TE

Trajkovi E.

Principal Analyst

> "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803)

CR

Carlos R.

Systems Engineer

> "Certain 3rd party connectors (Workday) are cost prohibitive to adopt. "

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781)

MB

Maki B.

Local HR

> "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028)

MI

Marika I.

Service Desk Lead

> "Currently, this option seems limited or not easily accessible within Analytics."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228)

ARS

Abdul Rehman S.

Director Information Technology - Service Delivery and Engineering

> "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062)

BV

Brad V.

Professional Services Consultant

> "I've configured other ITSM platforms and have found them much more confusing and complicated."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151171)

EG

Erin G.

Director of IT

> "Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853)

SB

Shivraj B.

IT MANAGER

> "Agent responses are not coming while exporting the tickets."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571)

PG

Princy G.

Social Media Specialist

> "Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785)

MO

Mark O.

Head of Managed Services

> "The available licensing is not as flexible as other tools."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691)

MM

Mahesh M.

IT Security Engineer

> "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394)

JK

Justin K.

Director Of Support and Data Center Operations

> "Formatting the knowledge base articles can be a little rough."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517)

JC

Jeff C.

IT Assistant Manager

> "I especially appreciated how responsive and reliable the platform is, along with the flexibility to customize workflows and reporting based on business needs."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151170)

JB

Joe B.

Desktop Support Engineer

> "Unfortunately, due to this, I haven't been able to get my managers to purchase it."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535)

IO

Ifediora O.

CMDB Manager

> "My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT..."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153912)

EJ

Elvin J.

IT Manager

> "Category set up is always a tedious task, but not due to Freshservice."

[See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661)

[View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/)

CP

Colleen P.

Director of Programming

> "LiveChat allows us to connect with job seekers and community members in real time, making it easier to answer questions,..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7128573)

RE

Robert E.

Administration

> "I canceled my LiveChat membership almost a year ago, yet out of nowhere, their system started charging my card in..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6710484)

DM

Dimakatso M.

Receptionist

> "LiveChat is the most incredible tool that I use on a daily basis-I like that it enables me to interact with our online..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7177068)

CE

Charles E.

Sales Manager

> "Difficult to get it setup and working correctly in my experience."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7151262)

CP

Colleen P.

Director of Programming

> "Helpdesk gives our team a more organized way to manage inquiries, track follow-up, and ensure nothing gets missed."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7128573)

VR

Verified Reviewer

Founder

> "The price has increased dramatically over the last few years and this means it is becoming less viable as a customer..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7004132)

CP

Colleen P.

Director of Programming

> "ChatBot helps us extend support beyond regular office hours by responding to common inquiries and directing people to the..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7128573)

VR

Verified Reviewer

Managing director

> "I paid for this live chat service for years and it has consistently failed to work properly."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7067153)

VR

Verified Reviewer

Managing director

> "The only positive aspect was the initial promise of a multi-site live chat solution, which on paper appeared suitable for..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7067153)

VR

Verified Reviewer

Managing director

> "The service disconnects without warning."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7067153)

PB

Pritijeet B.

OMNI Marketing

> "LC portal functionalities are really good and easy for us to manage the customer, however billing payment & annual renewal..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7162483)

Priyanka S.

Marketing Associate

> "The mobile app experience can be a bit clunky at times."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6646751)

Mai M.

Managing Director

> "We're already integrating it with other apps we use to create a really curated experience for our clients."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7120545)

Priyanka S.

Marketing Associate

> "LiveChat can be expensive for smaller teams."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6646751)

VR

Verified Reviewer

Digital Marketer

> "Very easy to use, minimal coding experience, seamless integration on website, decent internal reporting capabilities,..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7095549)

RE

Robert E.

Administration

> "On top of that, their service is way overpriced for what they offer."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6710484)

LT

Lisa T.

Onwer

> "Best mix or features, integrations, and automation for a website chat service."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7106331)

JM

Jazzmen M.

CEO

> "I hate that I can’t see more details about the person I’m chatting with."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6802720)

Bill L.

Vice President of Sales and Operations

> "The automation and reporting features also save time and help track performance."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7135451)

DP

Dhruvil P.

Software engineer

> "However, its potential for distractions, security risks, miscommunication, lack of face-to-face interaction, and..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4790878)

MM

Mohammed M.

Project manager

> "Overall it’s a fast and quick method to resolve the simple and easy issues where as for complex situations I may still..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7134794)

AK

Abdullah K.

Software engineer

> "Typing lag: Depending on the internet connection and devices, live chat can be affected by typing lag, which can slow down..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4530270)

EG

Edgaras G.

Digital Marketing Specialist

> "It also offers specialized support, including a cloud based integration system for increased security in various areas."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6853760)

HA

Haroon A.

Lead officer

> "Sometime chatbot take too much time and response from the real person is late"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6031287)

Brian S.

Director

> "LiveChat and HelpDesk are critical to my success in offering great support experience to my customers."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7100149)

DB

Destiny B.

Bartender

> "It always updates at the wrong time, causing me to not receive messages"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6314237)

MD

Max D.

Night Audit

> "The interface is clean and intuitive, making it easy for both new and experienced user to navigate without much training."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7118313)

RB

Rayees B.

Project manager

> "It gets hanged sometimes and gives blurred images."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4922053)

Salatiel S.

Manager

> "I was dealing with a challenging issue where my bot was not working properly, and the HelpDesk.com representative was..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7178969)

MP

Mattia P.

Head of Marketing and Communication

> "It costs a lot for poor quality service and support."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6094495)

MR

Mike R.

Manager of Customer Service and Training

> "I always liked using live chat to interact with customers, but when we launched our Shopify store this year and entered..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6630003)

DP

Dhruvil P.

Software engineer

> "Overreliance on live chat software can lead to a lack of in-person communication, which may hinder team bonding and..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4790878)

RO

Rose O.

Head of School

> "Engaging with customers and prospects through LiveChat boost sales and in-turn high ROI."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6855091)

DP

Dhruvil P.

Software engineer

> "Live chat software can be a distraction for some team members, especially those who are easily distracted by notifications..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4790878)

CP

Colleen P.

Director of Programming

> "LiveChat, ChatBot, and Helpdesk have been very beneficial for our team."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7128573)

MN

Manix N.

webmaster

> "Live Chat monitors the movement of our customers all the time, something some customers don't like."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4527416)

Joseph H.

Executive Director

> "I really like the way it is added seamlessly into my websites."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7124184)

VR

Verified Reviewer

We are here to help everyone quickly!

> "I don't think it had any shortcomings, because it was not a good thing that it could not be added to a complete..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4518594)

Shaunak P.

Senior Data Engineer

> "I integrated Live chat with my client's website and it brought a lot of value in first 30 days of use."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6715788)

AA

Avner A.

Product manager

> "Some missing features like :Turn on or off the chat after x time the agent not responding, remove the chat from the site..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3155548)

CP

Chris P.

Supervisor

> "Their platform is extremely stable and we have never experienced an outage."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7150399)

JS

Jasmin S.

Jasmin Safro

> "A lot of idiots use it .that's only reason I heat about love chat"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6126919)

DH

Dmytro H.

CTO

> "Quick and effective support, even on Saturday evening."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7112696)

Rachel B.

Director, Demand Generation

> "Although it is a plus that it has a mobile application, the truth is that it lacks many of the functions that its web..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3509637)

Salatiel S.

Manager

> "His expertise and patience made a difficult situation much easier to resolve."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7178969)

Kwandile Mabutho K.

Reviewer

> "It lowers image quality when service connection is bad"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3719623)

PB

Pernia B.

Advisor to the Digital Marketing Team

> "LiveChat makes it super easy to enhance customer satisfaction by boosting real-time live chat."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6505506)

NEH

Nganje Evakisse H.

Invoicing clerk

> "At times the connection fails and disconnects the software"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4468092)

CP

Chris P.

Supervisor

> "Our customers have never had a negative experience with the chat program."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7150399)

VR

Verified Reviewer

Marketing Specialist

> "This does not have many of the extra features and "slick" look of many of its competitors."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3636340)

WB

Waren B.

Director

> "It has streamlined communications making engagement with clients simple and transparent."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6504356)

Dan J.

Owner

> "This can lead to frustration for both customers and support staff."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4393388)

PB

Pernia B.

Advisor to the Digital Marketing Team

> "Customer support for 24/7 has enabled us to retain customers and attract leads."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6505506)

SN

Samuel N.

Manager

> "It's affected by poor network coverageLack of positive body feedback"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4764416)

Daniel C.

Principal, Commercial Growth Operations Leader

> "The cost is justified, and recently the Livechat group introduced my institution to a Chatbot, which improved the..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4965506)

SS

Susheel S.

Data Analyst

> "Data privacy feature is a major concern for me"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4278819)

RE

Robert E.

Administration

> "You’re much better off using Zoho Chatbot, which provides far better value and customer support."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6710484)

MR

Marina R.

Paralegal

> "It can be hard to find the correct auto-response quickly."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4472637)

JM

Joanne M.

Manager

> "Quick and easiest software to use when you don’t have a live representative available on the phone."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7055726)

MB

Mwesigwa B.

Content creator and an affiliate marketer

> "Some times responses are slow and you have to stand on for a while"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3843723)

JJ

Joyce J.

News Correspondent

> "This platform is a very useful tool because it has helped resolve issues with our customers."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6602591)

BT

Bahar T.

Student

> "Sometimes it’s challenging to report problems to customers services"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3658967)

AM

Andrew M.

Owner

> "Mobile support for both iOS and Android apps is another great aspect."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6784391)

IJC

Irish Joy C.

Bookkeeper

> "Livechat sometimes have time zone issues."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4303730)

VR

Verified Reviewer

Accounts assistant

> "Allows an easy way to have contact with customers and allows us to connect to more customers in a smaller amount of time."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___5095739)

AJ

Aashish J.

CSM

> "Sometime their is lag in receiving chat."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4849696)

LT

Lisa T.

Onwer

> "smooth and easy so far."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___7106331)

MW

Mitchell W.

marketing manager

> "the agents who respond are generic and talk like robots."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3758383)

VAM

Vittorio Andrea M.

artigiano

> "in all this, for me it is an excellent platform, you can immediately answer customers' questions, you can manage multiple..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6191886)

AK

Asraf K.

Recruiter

> "Customer may experience delay response "

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4677931)

Priyanka S.

Marketing Associate

> "The analytics offer helpful insights to improve support."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6646751)

LC

Lesily C.

Analyst

> "hours is a lot of you have an urgent problem"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4190812)

HB

Holly B.

Owner

> "I love that it is easy for customers to get in touch with us easily and the app doesn't slow my website down!"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6644792)

HJ

Hughetta J.

Cashier

> "I don't like the fact that they charge you to reply"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3832818)

MdC

Maria domingas C.

pesquisador

> "the chatbot is able to immediately resolve low-complexity issues and requests, as well as the most frequently asked..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4959258)

PG

Piyush G.

Solutions Design Engineer

> "Sometimes there are bugs or if we accidently close chat we lose the person and have to restart"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3451637)

LN

Larry N.

Customer Service Coordinator

> "It is invaluable in supporting current customers and winning new ones!"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6758586)

DC

Daisy C.

CONTROLLER/OFFICE MANAGER

> "no sure if software issue or net work issue. "

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___4303785)

ME

Michele E.

Senior Customer Specialist

> "It has been one of the greatest apps that I've ever used to interact with customers and the fact that we're able to send..."

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___6009038)

VR

Verified Reviewer

Founder

> "Pricing, it is too expensive when compared with new solutions that provided chat solutions"

[See full review](https://www.capterra.com/p/62194/LiveChat/#Capterra___3582687)

[View Reviews](https://www.capterra.com/p/62194/LiveChat/reviews/)

## User interface

4.54 (753)

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)

4.64 (1,727)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Freshservice

31/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/132997/Freshservice/#features)

LiveChat

Top features

36/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/62194/LiveChat/#features)

### Recognition

No recognitions have been awarded to Freshservice

LiveChat is recognized as a top-rated tool in 4 Capterra Shortlist reports

### Deployment & support

Freshservice

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

LiveChat

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Freshservice

-   By Freshworks
-   Located in United States
-   Founded in 2011

LiveChat

-   By Text
-   Located in United States
-   Founded in 2002

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[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/)

vs

[Bitrix24](https://www.capterra.com/p/113540/Bitrix24/)[4.19 (997)](https://www.capterra.com/p/113540/Bitrix24/reviews/)

$25/month

Price

$69/month

4.5

Features

4.3

4.6

Ease of Use

4.0

[View full comparison](https://www.capterra.com/compare/62194-113540/LiveChat-vs-Bitrix24)