LiveAgent vs Salesforce Service Cloud comparison

QualityUnit and Salesforce are both solutions in the Help Desk Software category. QualityUnit is ranked #40, while Salesforce is ranked #6 with an average rating of 8.3. QualityUnit holds a 0.9% mindshare in HDS, compared to Salesforce’s 2.0% 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

607 Views
413 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 56 Salesforce Service Cloud reviews

2,569 Views
1,130 Comparison Views

96% willing to recommend

LiveAgent

Salesforce Service Cloud

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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To learn more, read our detailed LiveAgent vs. Salesforce Service Cloud Report (Updated: January 2026).

Buyer's Guide

LiveAgent vs. Salesforce Service Cloud

January 2026

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Helped 881,082 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

40th

Ranking in Knowledge Management Software

18th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (41st)

Salesforce Service Cloud

Ranking in Help Desk Software

6th

Ranking in Knowledge Management Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), IT Alerting and Incident Management (6th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of LiveAgent is 0.9%, up from 0.4% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.0%
LiveAgent	0.9%
Other	97.1%

Help Desk Software

Featured Reviews

Ogechi O.

Assistant customer support manager

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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reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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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

"Provides service level optimization."

"The most valuable feature was how the solution helped us to prioritize tasks."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"The plug-ins that work with other standard systems have made the product industry-ready."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"Nobody can compete with Salesforce Service Cloud's scalability."

"In terms of visibility to my boss and the team, it does help a lot."

"We are very happy with the support team from Salesforce."

"The main benefit is having it integrated with the core Salesforce."

"The most valuable feature of the solution is the traceability of actions."

More Salesforce Service Cloud pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"Reporting could be improved."

"The pricing for what Salesforce Service Cloud offers is not great."

"The product's high price is an area of concern where improvements are required."

"The solution could continue improving its artificial intelligence capabilities."

"The main concern for me revolves around the speed of certain integrations."

"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."

"Salesforce Service Cloud's report functionality could be improved."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

More Salesforce Service Cloud cons

Pricing and Cost Advice

Information not available

"Salesforce is not a cheap product. It can be expensive."

"The price of the solution depends on how many users need access to it"

"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 licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"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."

"The tool is pretty expensive."

"Salesforce Service Cloud is a highly expensive solution"

"The price is too expensive."

More Salesforce Service Cloud pricing and cost advice

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881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

University

Performing Arts

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	24

Questions from the Community

Ask a question

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What is your experience regarding pricing and costs for Salesforce Service Cloud?

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

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What needs improvement with Salesforce Service Cloud?

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...

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What is your primary use case for Salesforce Service Cloud?

I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

See all answers

Comparisons

JIRA Service Management vs LiveAgent

Compared 34% of the time

Zendesk vs LiveAgent

Compared 22% of the time

Zoho Desk vs LiveAgent

Compared 13% of the time

Samanage vs LiveAgent

Compared 11% of the time

More LiveAgent Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 11% of the time

NICE CXone vs Salesforce Service Cloud

Compared 9% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Help Desk Software

December 2025

Download LiveAgent product report

Buyer's Guide

Salesforce Service Cloud

January 2026

Download Salesforce Service Cloud product report

Also Known As

No data available

Service Cloud

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

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

January 2026

Free Report: LiveAgent vs. Salesforce Service Cloud

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