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LiveAgent vs Salesforce Service Cloud comparison

QualityUnit and Salesforce are both solutions in the Help Desk Software category. QualityUnit is ranked #35, while Salesforce is ranked #4 with an average rating of 8.4. QualityUnit holds a 0.6% mindshare in HDS, compared to Salesforce’s 2.4% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 317 Views
  • 250 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 55 Salesforce Service Cloud reviews
  • 1,624 Views
  • 731 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024
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Salesforce Service Cloud and LiveAgent compete in the customer support management category. Salesforce Service Cloud seems to have an upper hand in comprehensive integrations and scalability for larger enterprises, while LiveAgent is a better choice for smaller businesses due to its cost-effective features.

Features: Salesforce Service Cloud provides advanced automation tools, AI-driven insights, and integration capabilities with other Salesforce products. LiveAgent offers real-time chat, email ticketing, and social media integration alongside a user-friendly dashboard.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment integrates smoothly within existing Salesforce ecosystems, offering robust infrastructure for large-scale operations with professional support services. LiveAgent is known for quick deployment and minimal setup requirements, with strong support services aiding rapid implementation.

Pricing and ROI: Salesforce Service Cloud has higher upfront costs due to its enterprise-level features, improving long-term ROI with customer engagement tools and automation. LiveAgent offers a more affordable pricing model, providing strong ROI through competitive pricing and features suitable for smaller teams.

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Buyer's Guide
LiveAgent vs. Salesforce Service Cloud
August 2025
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Helped 865,295 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

LiveAgent
Ranking in Help Desk Software
35th
Ranking in Knowledge Management Software
25th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (45th)
Salesforce Service Cloud
Ranking in Help Desk Software
4th
Ranking in Knowledge Management Software
3rd
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
CRM Customer Engagement Centers (2nd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.6%, up from 0.4% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

OO
Prioritizes tasks and easily organizes messages and responses
I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.
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MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
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Quotes from Members

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

Pros

"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."
"It is a stable product."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The complexity of the solution is very less."
"Salesforce Service Cloud improved our organization with its mobile capabilities."
"It integrates with all our platforms, providing a comprehensive view of the customer."
"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
More Salesforce Service Cloud pros
 

Cons

"There are other products that are more popular."
"Connection to other softwares could be improved."
"The governor limits are a troubling feature of Salesforce"
"The pricing of the solution can be made cheaper."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"I would like to add some bot features."
"The product's high price is an area of concern where improvements are required."
"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

Information not available
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
"Salesforce is very cost-effective."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
"The price is too expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"The solution is priced at 50 dollars a month per user."
"Salesforce Service Cloud is a highly expensive solution"
More Salesforce Service Cloud pricing and cost advice
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
15%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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Earn 20 points
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
See all answers
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
See all answers
 

Comparisons

JIRA Service Management vs LiveAgent Logo
JIRA Service Management vs LiveAgent
Compared 59% of the time
Zendesk vs LiveAgent Logo
Zendesk vs LiveAgent
Compared 41% of the time
More LiveAgent Competitors
Microsoft Dynamics CRM vs Salesforce Service Cloud Logo
Microsoft Dynamics CRM vs Salesforce Service Cloud
Compared 19% of the time
ServiceNow vs Salesforce Service Cloud Logo
ServiceNow vs Salesforce Service Cloud
Compared 15% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 7% of the time
Pega CRM vs Salesforce Service Cloud Logo
Pega CRM vs Salesforce Service Cloud
Compared 7% of the time
Oracle Fusion Service vs Salesforce Service Cloud Logo
Oracle Fusion Service vs Salesforce Service Cloud
Compared 6% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
August 2025
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
Salesforce Service Cloud
July 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

No data available
Service Cloud
 

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Buyer's Guide
LiveAgent vs. Salesforce Service Cloud
August 2025
Free Report: LiveAgent vs. Salesforce Service Cloud
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