Clarity SM vs LiveChat comparison

Broadcom and Text are both solutions in the Help Desk Software category. Broadcom is ranked #22, while Text is ranked #35. Broadcom holds a 1.6% mindshare in HDS, compared to Text’s 0.9% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 100% of Text users who would recommend it.

Clarity SM

Read 107 Clarity SM reviews

2,446 Views
1,932 Comparison Views

85% willing to recommend

LiveChat

Read 6 LiveChat reviews

904 Views
515 Comparison Views

100% willing to recommend

Clarity SM

LiveChat

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and LiveChat compete in the digital communication space. Clarity SM has advantages in customer support and pricing, while LiveChat offers advanced features.

Features: Clarity SM includes a straightforward ticketing system, robust analytics, and integrated real-time monitoring, which enhance efficiency. LiveChat provides dynamic chat widgets, automation capabilities, and unlimited customization, positioning it as a feature-rich tool.

Room for Improvement: Clarity SM could enhance its mobile interface, improve ticketing complexity handling, and offer more integrations. LiveChat might benefit from better offline message management, expanded analytics features, and a more user-friendly setup process.

Ease of Deployment and Customer Service: LiveChat features a quick deployment process complemented by excellent customer service. Clarity SM's deployment is straightforward, with ongoing support post-implementation, though LiveChat offers a more streamlined setup.

Pricing and ROI: Clarity SM appeals to buyers focused on budget-friendly solutions with low setup costs, offering a solid ROI on investment. LiveChat, although higher in initial cost, presents substantial long-term returns due to its advanced feature set and scalability.

To learn more, read our detailed Clarity SM vs. LiveChat Report (Updated: March 2026).

Buyer's Guide

Clarity SM vs. LiveChat

March 2026

Download the complete report

Helped 884,933 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Clarity SM

Ranking in Help Desk Software

22nd

Ranking in IT Service Management (ITSM)

21st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

107

Ranking in other categories

No ranking in other categories

LiveChat

Ranking in Help Desk Software

35th

Ranking in IT Service Management (ITSM)

43rd

Average Rating

9.8

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Live Chat (2nd)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Clarity SM is 1.6%, up from 1.0% compared to the previous year. The mindshare of LiveChat is 0.9%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Clarity SM	1.6%
LiveChat	0.9%
Other	97.5%

Help Desk Software

Featured Reviews

Sandip Kheni

Lead Developer at STL - Sterlite Technologies Limited

Allows for customization of the service desk manager

They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they should provide a customization source for this new UI. It could turn out to be very good for the end-user experience.

Read full review

Chamakhe Maurieni

CEO at a logistics company with 1-10 employees

Allows us to save automated answers to the most popular customer queries

In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The solution's back-end architecture is very good for end users."

"The most important part is the user experience, as CA Service Desk Manager provides a great and helpful experience with constant updates and always thinking about and looking out for the user."

"It is a one stop shop with the service catalog integrated with IT panel to the Service Desk, and it is very nice to be able to use because the workflow is all-in-one for the same product."

"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."

"CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc."

"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."

"When we went to the tool that we're now using, SDM, we noticed that the performance was so much more increased than it was in the past."

"Before Service Desk, we were kind of flying a bit blind internally, but with it, we're still in the honeymoon phase and it has provided us many, if not all, of the tools that we're looking to use and implement in our system."

More Clarity SM pros

"It truly does what I need it to do and anything else I would say, I would be making it up."

"We can attribute most of our high ticket sales to this software."

"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."

"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."

"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."

"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."

Cons

"One of the issues that exists, and I don't know you can really call it an issue, but it's not there yet, it needs to be tighter integration between PAM and Service Desk and they understand that, because the PAM engine for driving business automation and workflows is so critical to our business and keeping us on schedule and doing things."

"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."

"One area that this product can improve is in the mobile user aspect."

"Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek."

"However, I'm cutting down the score because of bad design decisions and outright bad implementation on some specific areas."

"We periodically run into issues with the stability of the application."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

"Doesn't scale well."

More Clarity SM cons

"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."

"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."

"The service needs to be more popular than it currently is."

Pricing and Cost Advice

"The solution is quite reasonable compared to other solutions in the market."

"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."

"I think pricing of this model is suitable for growing corporations."

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

"The pricing is based on a subscription model."

"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."

"I don't see anyone other than large companies being able to afford this system."

"Pricing is simple, as it’s per concurrent analysts."

Information not available

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Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Financial Services Firm

12%

Media Company

Performing Arts

Manufacturing Company

20%

Media Company

11%

Performing Arts

11%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	15
Large Enterprise	66

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1

Comparisons

JIRA Service Management vs Clarity SM

Compared 17% of the time

ServiceNow vs Clarity SM

Compared 9% of the time

Serviceaide ChangeGear vs Clarity SM

Compared 7% of the time

BMC Helix ITSM vs Clarity SM

Compared 7% of the time

Samanage vs Clarity SM

Compared 3% of the time

More Clarity SM Competitors

ManageEngine ServiceDesk Plus vs LiveChat

Compared 19% of the time

NICE CXone vs LiveChat

Compared 8% of the time

TOPdesk vs LiveChat

Compared 7% of the time

Zendesk vs LiveChat

Compared 6% of the time

ServiceNow vs LiveChat

Compared 4% of the time

More LiveChat Competitors

Product Reports

Buyer's Guide

Clarity SM

March 2026

Download Clarity SM product report

Buyer's Guide

LiveChat

March 2026

Download LiveChat product report

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight

chat.io

Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Broadcom

Premium live chat software with help desk features.

Used by businesses to provide amazing customer service, increase online conversion and improve sales results.

LiveChat is a quality customer service software for companies striving to constantly improve their customer experience.

Easy to implement, easy to pick up from day 1 by customer service agents, easy to use by customers on your website.

Give it a try at https://www.livechatinc.com

Text

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.

Buyer's Guide

Clarity SM vs. LiveChat

March 2026

Free Report: Clarity SM vs. LiveChat

Find out what your peers are saying about Clarity SM vs. LiveChat and other solutions. Updated: March 2026.

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884,933 professionals have used our research since 2012.

See our Clarity SM vs. LiveChat report.

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