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Drift vs LiveAgent

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Our analysts compared Drift vs LiveAgent based on data from our 400+ point analysis of Live Chat Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Drift Software Tool
SelectHub Award Winner
LiveAgent Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

84 Detailed Analysis

User Sentiment

Great User Sentiment (865 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Excellent User Sentiment (3716 Reviews)
Drift is a cloud-based conversational marketing platform that helps businesses acquire customers and streamline sales processes. It generates leads through customizable campaigns, intelligent reports and real-time engagement with website visitors. It offers AI chatbots, offline and mobile access, geo-tagging, conversation histories and more.
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LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox.

LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
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$2,500 Monthly
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$9/Agent, Monthly
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Small 
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Medium 
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Large 
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Small 
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Medium 
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Large 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Target High Quality Leads: Target site visitors and welcome them with personalized messages based on collected user information, like company name, industry, employee count and location. Expedite interaction and lead conversion by allowing them to schedule appointments through an intelligent auto-attendant. 
  • Qualify Leads Faster: Engage with buyers faster by segmenting them based on tech stack data and allowing priority ones skip the form queue. Qualify leads in real time and instantly route them to sales representatives without leaving the website. 
  • Close Deals Quickly: Use the Deal Room feature to improve collaboration among sales staff. Store notes and resources about every conversation and manage all sales processes in one place. Sales managers can coach representatives effectively and buyers can chat, call or book a meeting with their point of contact directly. 
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  • Make Better Decisions: A range of insightful and data-driven reports summarize business aspects like accounting, inventory, employee activity and sales for performance overview and informed decision-making. 
  • Drive Profits: Improve user experience and boost retention to create fresh revenue channels with customer marketing strategies. 
  • Save Time: Improve customer support quality with over 180 features, like automated ticket distribution and callback, call routing, email notifications and IVR. Automate agent workflows using SLA rules, time and action. 
  • Respond Quickly: Improve customer engagement by reaching out faster to customer queries, with an average response time close to 30 minutes. 
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  • Reports: Get detailed reports on website engagement, team performance, sales, response time, routing, leads acquired and other performance metrics.
  • Playbooks: Leverage automated message workflows that use IP data to create customized chat experiences for users, send targeted messages, run marketing campaigns, monitor site visitors and connect leads to teams.
  • API and Integration: Use the API to access bot features, sync contacts, enable permissions for agent information, support widget configurations and assist with data retrieval and deletion. Integrate with Hubspot, Salesforce, Zapier, Marketo and Clearbit.
  • Email Bots: AI-powered email bots manage email conversations with contacts, improve conversion rates, distinguish human email replies from autoresponders and route them to the right representatives, guarantee follow-ups, track responses and drive more pipelines.
  • Customer Data: Collate user data from third-party sources like Crunchbase, SixSense, and ZoomInfo to segment and personalize customer information. Collect and manage contact profiles with fields like visitor name, contact details, company name and industry.
  • Visitor Intelligence: Increase website engagement and personalize interactions using Visitor Intelligence. This visitor identification software records information shared by customers, like email address or location, and uses it to personalize customer interactions with the bot.
  • Live Chat: Connect with website visitors, capture leads, engage target accounts and manage conversations with multiple inboxes. Make internal notes and get conversational ratings on the website.
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  • Ticketing System: Provide customer service with a centralized response system. Address inquiries from one inbox, update ticket status, gather customer data to identify and solve problems and distribute cases automatically to ensure fast resolution of queries. 
  • Call Center: Organize sales and provide support by managing customer calls on a unified platform. Connect devices, add agent phone numbers, place a call button on the website and make calls from the computer. Automate responses with IVR, route conversations to skip unnecessary waiting times, track missed calls using the callback feature and record talks without size limitations. 
  • Analytics and Reports: Get insights into the team performance, agent rankings, usage statistics, customer satisfaction ratings, SLA metrics, support channels and other key benchmarks to improve business practices, products and services. Access tag, SLA compliance, channel, department time reports. 
  • Data Protection: Enhance safety standards with help desk features to protect customer data and company practices. Ban IP addresses to limit irrelevant inquiries, enable secure login with 2-step verification, protect data between the browser and software using HTTPS encryption and store information in the data center for effective management. 
  • Gamification: Take advantage of innovative elements to increase engagement and customer retention. Use customizable badges based on the worker’s performance and benchmarks and leaderboards to showcase achievements. 
  • Customer Portal: Create product and brand-specific categories to help customers with self-service content and onboarding. Build knowledge bases using articles, guides, screenshots, videos, search widgets, suggestion forums and other problem-solving information to provide 24/7 customer support and boost website traffic. 
  • Automated Replies: Create automation rules to manage the high volume of tickets with predefined actions. Transfer tickets to departments, add tags, mark and resolve tickets with system actions and minimal guided intervention. Manage rules to organize tickets effectively, improve response time and reduce support costs. 
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Product Ranking

#6

among all
Live Chat Software

#41

among all
Live Chat Software

Find out who the leaders are

Analyst Rating Summary

84
89
85
83
63
74
100
94
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Online Visitor Management
Platform Capabilities
Conversation Management
Integration and Extensibility
Ticket Management
Online Visitor Management
Platform Capabilities
Integration and Extensibility

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Drift
LiveAgent
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 85 63 100 90 65 83 74 94 94 100 0 25 50 75 100
83%
0%
17%
78%
0%
22%
43%
0%
57%
71%
0%
29%
100%
0%
0%
89%
0%
11%
86%
0%
14%
90%
0%
10%
40%
0%
60%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

72%
0%
28%
78%
0%
22%

User Sentiment Summary

Great User Sentiment 865 reviews
Excellent User Sentiment 3716 reviews
87%
of users recommend this product

Drift has a 'great' User Satisfaction Rating of 87% when considering 865 user reviews from 5 recognized software review sites.

93%
of users recommend this product

LiveAgent has a 'excellent' User Satisfaction Rating of 93% when considering 3716 user reviews from 5 recognized software review sites.

4.3 (21)
5.0 (172)
4.3 (490)
4.5 (1313)
4.48 (166)
4.68 (1174)
4.5 (151)
4.7 (995)
4.0 (37)
4.7 (62)

Awards

SelectHub research analysts have evaluated Drift and concluded it earns best-in-class honors for Online Visitor Management.

Online Visitor Management Award

SelectHub research analysts have evaluated LiveAgent and concluded it earns best-in-class honors for Ticket Management. LiveAgent stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Ticket Management Award

Synopsis of User Ratings and Reviews

Usability: According to 90% of users who mentioned this aspect, the software is intuitive and easy to use.
Reporting: 73% of users who commented on this aspect said the reports are clear and detailed.
Multimedia Capabilities: According to 60% of users who reviewed this aspect, it’s easy to create, record and share videos.
Customer Service: 70% of users who reviewed this element said that customer support is attentive and professional.
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Usability: 77% of users who reviewed this aspect said the software is easy to use and navigate.
Pricing: According to 82% of reviews on this element, the software offers many features at a great price.
Customer Service: The customer support channels are responsive and useful, according to 91% of users reviewing support.
Integration: 86% of users who mentioned this aspect said that the software offers multiple integrations.
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Cost: According to 80% of users who mentioned this, the product is expensive, making it unaffordable for small businesses.
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Mobile Application: 84% of users who reviewed the mobile app stated that the notifications, features and design could be improved.
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Drift streamlines business communications using live chat widgets, custom chatbots, videos and integrations. According to reviews, it offers a user-friendly platform, detailed reporting tools, useful lead routing and excellent customer support. Users appreciated that it helps to generate leads and navigate complex sales. However, some users reported technical issues with push notifications and chats, and some considered the product expensive. Overall, Drift is suitable for businesses seeking to improve and refine their customer engagement.

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LiveAgent offers live chat and helpdesk capabilities, including advanced ticketing. Users can access and update all aspects of a given customer account. Interactive tools, automated behavior reply terminology, live queries management and intuitive onboarding are some aspects of the software that users appreciate. However, some users noted that the software is pricey and the UI is dated. They also reported issues with the payment gateway, mobile app design, service experience feedback and somewhat limited integration options, in terms of other social media and chat platforms. All things considered, LiveAgent is a decent live chat software suitable for businesses of all sizes.

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Screenshots

Top Alternatives in Live Chat Software

Chaport
Chatra
Crisp
Freshchat
Intercom
JivoChat
LiveAgent
LiveChat
Olark
Pure Chat
Smartsupp
tawk.to
Tidio
Userlike
Zoho SalesIQ

Related Categories

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Head-to-Head Comparison

Drift VS Chaport
Drift VS Chatra
Drift VS Crisp
Drift VS Freshchat
Drift VS Intercom
Drift VS JivoChat
Drift VS LiveAgent
Drift VS LiveChat
Drift VS Olark
Drift VS Pure Chat

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