Home > Live Chat Software > tawk.to > tawk.to vs LiveAgent

tawk.to vs LiveAgent

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Our analysts compared tawk.to 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
tawk.to Software Tool
SelectHub Award Winner
LiveAgent Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

76 Detailed Analysis

User Sentiment

Excellent User Sentiment (277 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Excellent User Sentiment (3716 Reviews)
Tawk.to is a customer communication platform that allows businesses to respond and engage with customers in real time. It provides free messaging capabilities and customer service across different offerings worldwide. It is reliable and provides customizable settings for visitors to monitor and chat within the app, website or anywhere.

It is feature-rich, ad-free, supports over 45 languages and is 100% free of cost.
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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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$9/Agent, Monthly
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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

  • Increase Customer Satisfaction: Provides quick and consistent responses using shortcuts and canned messages. Offer a rating scale for visitors to determine successful ratings. Keep track of messages by sending chat transcripts to visitors. Guide website visitors by offering screen sharing or video calls. 
  • Increase Leads: Gather detailed customer information and keep them engaged. Send proactive messages with ongoing product updates, discounts or offers. 
  • Improve Customer Support: Monitor visitors’ website activity while tracking engagement, geographical location and intent. Attract customers using customized attention bubbles and start engaging. Create different rules to automate triggers if an agent cannot respond on time. 
  • Cost-Free: Access unlimited premium features at no cost. 
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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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  • Widget Cards: Customize widgets by adding logos, images, headlines and videos. Add form fields to collect visitor details like email address and name. Export and access data as needed. Control widget visibility on desktop and mobile. 
  • Visitor Data: Capture customer details and monitor website activity. Categorize browsing activity according to idle, served or active users. Capture details like device type, visitor location, number of chats and visits. Get in-depth information, including IP address, maximizing chat windows and typing previews. 
  • Chat Pages: Customizes and hosts chat page URLs for businesses without a website. Agents can add job title, profile photo, a short description, external and social media links. Businesses can start providing support to customers via live chat. 
  • Reports: A built-in reporting section and metrics help track agent performance and customer engagement. Gather data including first response time, chat volume, ticket resolution time, volume and user satisfaction. 
  • Ticket Forwarding Email: Handles and tracks all support requests from a single dashboard by sending help emails to the ticketing center. 
  • Contacts: Like CRM, it manages customer activity and conversations from multiple channels within a single dashboard. Keeps track of all contact details, review notes, tickets and customer interactions. 
  • Canned Messages: Personalize and use saved replies to respond to commonly asked questions in real time. Agents can use unlimited canned responses. 
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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

#24

among all
Live Chat Software

#41

among all
Live Chat Software

Find out who the leaders are

Analyst Rating Summary

76
89
80
83
62
74
87
94
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Online Visitor Management
Ticket Management
Online Visitor Management
Platform Capabilities
Integration and Extensibility

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

tawk.to
LiveAgent
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 80 62 87 81 65 83 74 94 94 100 0 25 50 75 100
81%
0%
19%
78%
0%
22%
29%
43%
28%
71%
0%
29%
89%
0%
11%
89%
0%
11%
76%
5%
19%
90%
0%
10%
60%
0%
40%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

50%
0%
50%
78%
0%
22%

User Sentiment Summary

Excellent User Sentiment 277 reviews
Excellent User Sentiment 3716 reviews
92%
of users recommend this product

tawk.to has a 'excellent' User Satisfaction Rating of 92% when considering 277 user reviews from 1 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)
4.6 (277)
4.68 (1174)
n/a
4.7 (995)
n/a
4.7 (62)

Awards

tawk.to 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

Free Live Chat Software: tawk.to provides core live chat features at no cost, making it a budget-friendly option for individuals, startups, and small businesses.
User-Friendly Interface: The platform is known for its intuitive design and ease of use, allowing users to quickly adapt and manage their live chat interactions effectively.
Mobile App: tawk.to offers a mobile app that enables users to stay connected and respond to chats on the go, ensuring flexibility and responsiveness.
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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 have expressed frustration with the inability to white-label the chat widget, remove tawk.to branding, or customize the chat widget's appearance beyond basic color changes. This lack of flexibility can clash with a company's branding and professionalism.
Mobile App Shortcomings: The mobile app has received criticism for its notification system, which can be unreliable and cause missed messages. Additionally, the app's interface and functionality are not as robust as the desktop version, leading to a less-than-ideal experience for users on the go.
Reporting Limitations: The reporting and analytics features are relatively basic, lacking the depth and customization options that some businesses require for in-depth analysis of chat interactions and agent performance. This can hinder data-driven decision-making and optimization efforts.
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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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Users are raving about this cloud-based platform that's shaking up the way businesses connect with their customers. It's like having a virtual customer service rep available 24/7, right on your website. The general consensus? It's a game-changer, especially for small and medium-sized businesses looking for an affordable and user-friendly way to up their customer service game. Here's the lowdown: *tawk.to* seems to hit the sweet spot between features and affordability. Users love the simplicity of the platform – it's easy to set up and navigate, even for non-techies. Plus, it's packed with features like live chat, chatbots, and even a knowledge base, all without breaking the bank. But it's not all sunshine and rainbows. Some users have mentioned that customer support can be a bit hit-or-miss. So, how does *tawk.to* stack up against the competition? Well, it definitely holds its own against big names like Zendesk Chat, LivePerson, and Intercom, especially when it comes to price. It might not have all the bells and whistles of some of the pricier options, but for many businesses, it's got everything they need and more. If you're looking for a way to provide top-notch customer service without emptying your wallet, *tawk.to* might just be your new best friend. *Disclaimer: The information provided is based on user reviews and may not reflect the most up-to-date information. It is recommended to check the internet for the latest updates and developments.*

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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
Pure Chat
Smartsupp
Tidio
Userlike
Zoho SalesIQ

Head-to-Head Comparison

tawk.to VS Chaport
tawk.to VS Chatra
tawk.to VS Crisp
tawk.to VS Drift
tawk.to VS Freshchat
tawk.to VS Intercom
tawk.to VS JivoChat
tawk.to VS LiveAgent
tawk.to VS LiveChat
tawk.to VS Olark

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