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Pure Chat vs LiveAgent

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Our analysts compared Pure Chat 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
Pure Chat Software Tool
SelectHub Award Winner
LiveAgent Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

58 Detailed Analysis

User Sentiment

Excellent User Sentiment (639 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Excellent User Sentiment (3716 Reviews)
Pure Chat is a customer engagement platform that provides convenient communication with website visitors. It integrates with websites using a simple code snippet. Businesses can instantly start engaging with customers for lead generation. It works on multiple devices to keep customers connected.

It provides maximum compatibility while offering unlimited chats and operators.
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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 Monthly
Free Trial is available →
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Tailored to your specific needs
$9/Agent, Monthly
Free Trial is available →
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Tailored to your specific needs
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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

  • Improve Conversion Rates: Customize colors, messages and engagement hubs on the chatbox to increase user appeal. Stay online to chat live with visitors. Bring in more chats by adding fewer form fields to chatboxes. Set up chat triggers on specific pages. Embed “chat now” buttons on websites and chat links to profiles on social media and email signatures. 
  • Boost Leads: Visualize the number of active visitors according to days and dates for traffic comparison. Connect with qualified leads using details like name, country, current page, number of visits and time spent on the website. 
  • Increase Order Value: Send personalized messages and chat directly with customers by offering discounts on products or services. Optimize chat options on mobile devices to stay engaged with mobile users. 
  • Free Trial: Get 30 days of access to a free trial with a money-back guarantee. 
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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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  • Chat Widgets: Customize chatboxes according to the brand voice and website. Update color, size, text field and position on mobile and desktop for a better user experience. Select options from minimal to classic for the chatbox style and design. Display chatbox using image, button or engagement hub layouts. 
  • Contacts: Check menu items to access all customer details from the website. Sort and filter details according to dates, last seen on the website, name, email address, phone number and company name. Delete irrelevant information using the gear icon. It also provides filtering options based on the website name, date range and operator keyword. Click on the visitor’s name to gather recent conversation transcripts and the latest information. 
  • Contact Tabs: Loads customized URLs with contact details on the right panel of the dashboard. It stores customer data like name, email address and more. It allows agents to match details with the internal database and analyze if the visitor is unique, repeated or returned. 
  • Chat Dashboard: Receive incoming chat notifications by setting the toggle to available mode. Accept chats and start interacting with visitors instantly. Type new messages or use canned messages to start a conversation. 
  • Contact and Transcript Tags: Categorize contacts and transcripts by adding tags using the drop-down list. Tag specific chats during an ongoing conversation and add labels. Filter and search tagged conversations from the contact section and transcripts page. 
  • Transcript History: View, sort and tag team transcripts using quick links on the dashboard. Email or export chat transcripts to CSV file if needed. It provides detailed information, including personal details, tags associated with the transcript, location and referring URL. 
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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

#34

among all
Live Chat Software

#41

among all
Live Chat Software

Find out who the leaders are

Analyst Rating Summary

58
89
60
83
32
74
83
94
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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Pure Chat
LiveAgent
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 60 32 83 70 25 83 74 94 94 100 0 25 50 75 100
61%
0%
39%
78%
0%
22%
29%
0%
71%
71%
0%
29%
78%
0%
22%
89%
0%
11%
67%
0%
33%
90%
0%
10%
10%
0%
90%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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

User Sentiment Summary

Excellent User Sentiment 639 reviews
Excellent User Sentiment 3716 reviews
92%
of users recommend this product

Pure Chat has a 'excellent' User Satisfaction Rating of 92% when considering 639 user reviews from 2 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.

n/a
5.0 (172)
n/a
4.5 (1313)
4.56 (319)
4.68 (1174)
4.6 (320)
4.7 (995)
n/a
4.7 (62)

Awards

Pure Chat stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite 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

Easy to use: Many users praise Pure Chat for its user-friendly interface, finding it simple to navigate and set up.
Good value: Users appreciate the affordability of Pure Chat, especially its free plan which offers a good range of features.
Effective communication: Users find Pure Chat helps them engage website visitors effectively, leading to increased leads and sales.
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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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Limited Customization: Users express frustration with the limited ability to customize the chat widget's appearance, impacting brand consistency.
Feature Gaps: Some users find essential live chat features missing, such as detailed reporting and advanced automation rules, hindering their ability to optimize customer interactions.
Occasional Performance Issues: A subset of users report occasional glitches and slow loading times, potentially impacting customer experience and agent efficiency.
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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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Is Pure Chat purely the best live chat software around? Recent user reviews suggest Pure Chat is a solid choice for startups and small businesses looking to dip their toes into the world of live chat customer support. Users praise its ease of use, highlighting the straightforward setup and intuitive interface that allows even the least tech-savvy individuals to get up and running in minutes. Affordability is another major draw, with a free plan catering to smaller businesses and paid plans offering scalability for growing companies. Users specifically appreciate the seamless integration with popular platforms like WordPress and Shopify, making it a breeze to incorporate into existing workflows. However, Pure Chat isn't without its drawbacks. Some users find the customization options for the chat widget to be somewhat limited, especially compared to competitors like Intercom or Zendesk Chat. Others desire more advanced features like chatbot functionality and detailed analytics, which are often essential for larger businesses with more complex customer support needs. While Pure Chat excels at providing a basic, user-friendly live chat experience, it may not fully satisfy those seeking a more robust and feature-rich solution. Ultimately, Pure Chat is best suited for businesses prioritizing simplicity and affordability over advanced functionality. It's a great entry-level option for those new to live chat or with limited budgets, allowing them to provide real-time customer support without breaking the bank.

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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
Drift
Freshchat
Intercom
JivoChat
LiveAgent
LiveChat
Olark
Smartsupp
tawk.to
Tidio
Userlike
Zoho SalesIQ

Head-to-Head Comparison

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

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