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Intercom vs LiveAgent

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Our analysts compared Intercom 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
Intercom Software Tool
SelectHub Award Winner
LiveAgent Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

82 Detailed Analysis

User Sentiment

Great User Sentiment (3224 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Excellent User Sentiment (3716 Reviews)
Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels.

It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
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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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$39/Seat, 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

  • Customize Bots: Build code-free bots that automatically triage conversations, initiate contact using advanced targeting and engage high-intent leads. 
  • Reply Faster: Apply macros or pre-written responses to maintain a consistent support experience even when live agents are unavailable. Automate repetitive actions, like tagging, assigning and updating tickets, across multiple conversations at once. 
  • Market Effectively: Engage potential leads with personalized messages to support the sales process and improve branding in real time. 
  • Enhance Support: Use the Conversational Support Starter Kit to learn how to combine proactive self-serve, AI-powered and human support to resolve customer issues at scale. 
  • Integrate Easily: Connect with tools like Marketo, Shopify and Stripe to enhance data interoperability and automate workflows. 
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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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  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
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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

#7

among all
Live Chat Software

#41

among all
Live Chat Software

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Analyst Rating Summary

82
89
83
83
50
74
100
94
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Online Visitor 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

Intercom
LiveAgent
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 83 50 100 83 65 83 74 94 94 100 0 25 50 75 100
74%
0%
26%
78%
0%
22%
29%
0%
71%
71%
0%
29%
100%
0%
0%
89%
0%
11%
76%
0%
24%
90%
0%
10%
40%
0%
60%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

89%
0%
11%
78%
0%
22%

User Sentiment Summary

Great User Sentiment 3224 reviews
Excellent User Sentiment 3716 reviews
89%
of users recommend this product

Intercom has a 'great' User Satisfaction Rating of 89% when considering 3224 user reviews from 6 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.

5.0 (19)
5.0 (172)
4.4 (1333)
4.5 (1313)
4.52 (859)
4.68 (1174)
4.5 (754)
4.7 (995)
4.4 (147)
n/a
4.2 (112)
4.7 (62)

Awards

SelectHub research analysts have evaluated Intercom 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: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
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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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Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.
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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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Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages. Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

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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

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Head-to-Head Comparison

Intercom VS Chaport
Intercom VS Chatra
Intercom VS Crisp
Intercom VS Drift
Intercom VS Freshchat
Intercom VS Freshdesk
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Intercom VS Help Scout
Intercom VS HubSpot Service Hub

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