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Compare LiveChat vs ShoreTel Sky

What is better LiveChat or ShoreTel Sky? It’s easy to our scoring system to help you get a general idea which Communications Software product is more suitable for your company. For overall product quality, LiveChat attained 8.1 points, while ShoreTel Sky received 8.9 points.

At the same time, for user satisfaction, LiveChat scored 96%, while ShoreTel Sky scored 98%. Information regarding their characteristics, tools, supported platforms, customer service, etc. are available below to give you a more accurate comparison. Don’t forget to purchase only the tools your company needs to avoid wasting resources for functions which are redundant.

In the event you have to quickly decide on the optimal Live Chat Software according to our experts we suggest you examine these solutions: Salesforce Live Agent, Freshchat, Zendesk.

NOAWARDS
YET

SmartScore™

OUR SCORE 9.0

User Satisfaction

CUSTOMER EXPERIENCE 96%

Pricing

Starting from $16

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

Agent application

  • Supervise chats
  • Request and manage a customer’s desktop using Remote Desktop functionality
  • Proactively engage your customers to chat
  • Whisper to other helpdesk team agents and help with sales process
  • Browse chat history with a particular customer
  • Transfer customers to another agent
  • Organize conferences and invite available agents to chat
  • Get notifications about chats and conferences
  • See customers’ details, including page and geolocalization
  • Talk with unlimited customers in real time at the same time
  • Enable customers queue and begin chats with specific clients
  • Spell check in real-time using suggestions and custom dictionaries support

Customer web application

  • Chat with your desktop browser or even a mobile device
  • Know when a team agent replies
  • Get a callback from an agent
  • Print the web chat log
  • Send the web chat log to e-mail address
  • Save the web chat log to local drive
  • Assess a team agent’s service and fill the Post-chat Survey
  • Be notified when an agent replies

Website monitoring

  • Monitor visitors in real-time
  • See visitors’ status:
  • Analyze referrers: web pages where your customers came from
  • Monitor keywords visitors entered in the search engines
  • Monitor users’ visit history
  • Check customer’s browser, language, among others
  • Check notifications about new visitors
  • Install monitoring code

Customization

  • Choose from the Chat Window templates
  • Brand chat window with company logo
  • Access to custom color themes generator
  • Upload customized Chat Buttons, Standard Invitations and Personal Invitations graphics
  • Customize Pre-chat Surveys, Post-chat Surveys and Offline Message forms
  • Share common Canned Responses, URL Addresses and Aliases
  • Integrate the LiveChat software with your existing CRM system

Statistics & Analytics

  • Pre-Chat and Post-Chat Surveys
  • Agents’ availability
  • Average Talk Time, Invites and Chats Traffic Density
  • Average Speed of Answer, Average Queue Waiting time
  • Google Analytics integration

Pricing Info

LiveChat offers the following SMB and enterprise pricing packages for users to choose from.  A 30-day free trial is also available.  Give the details a look, and select the best plan for your business.

Starter Plan: $16 per seat/month billed annually (or $19 billed monthly) Ideal for small office/home office

  • 60-day chat history
  • Unlimited agent accounts
  • Basic chat customization
  • Ticketing system
  • Data security

Team Plan: $33 per seat/month billed annually (or $39 billed monthly) Ideal for full-time support team

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Basic reporting
  • Agent groups
  • Multiple brandings

Business Plan: $50 per seat/month billed annually (or $59 billed monthly) Ideal for customer service department

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler

Enterprise Plan: $149 per seat/month billed only annually Ideal for Fortune 500 companies

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler
  • Dedicated acc. manager
  • Product training
  • Software engineer support
  • Security assistance
  • Single Sign-On (SSO)

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Adobe, Pizza Hut, CBS

Integrations

It is possible to connect your favorite tools to LiveChat using integrations. This opens up a ton of new possibilities. For example, you can save leads in your Salesforce directly from chat or get more newsletter subscribers for your MailChimp mailing lists from the pre-chat survey. Some integrations allow the use of certain tools or services straight from the LiveChat app.

They are categorized in various types:
  1. live chat – analytics integrations (Google Analytics, Woopra, Mixpanel, Kissmetrics,  Google Tag Manager, Cx Moments) WhatConverts, PlayVox, Segment, Stratifyd, Trigerbee)
  2. live chat – chatbots integrations (BotEngine)
  3. live chat – CMS integrations (WordPress, Weebly, WHMCS, Squarespace, 1&1, GoDaddy Go Central, Tumblr, Adobe Business Catalyst, Drupal, Webflow, Elevio, HelpMonks, Unbounce, Instapage, Leadpages, Wishpond, Jimdo, Joomla!, Landingi)
  4. live chat – contact management integrations (FullContact, TalkDesk)
  5. live chat – CRM integrations (Salesforce, HubSpot, Infusionsoft, SugarCRM, Highrise, Pipedrive, Nutshell, 1CRM, AmoCRM, Gold-Vision, Iris CRM, Leadsquared)
  6. live chat – desktop sharing integrations (join.me, TeamViewer, Median, Upscope)
  7. live chat – e-commerce integrations (WooCommerce, Wix, Shopify, Volusion, BigCommerce, Ecwid, Magento 1, Magento 2, 3dCart, Big Cartel, PrestaShop, CommerceV3, CoreCommerce, CS-Cart, SITE123, AmeriCommerce, Easy Digital Downloads, ekmPowershop, Google Adwords, LemonStand, Shoplo, WebSiteX5, Miva, Ordering, OpenCart, osCommerce, OSI Affiliate Software, PinnacleCart, Zen Cart, X-Cart)
  8. live chat – email marketing integrations (Mailchimp, ActiveCampaign, CampaignMonitor, GetResponse, iContact, ConstantContact, Autopilot)
  9. live chat – file sharing integrations (Dropbox)
  10. live chat – help desk integrations (KnowledgeBase.ai, Zendesk, Freshdesk, Jira Service Desk, ProProfs)
  11. live chat – invoicing integrations (Pagato, Freshbooks)
  12. live chat – social media integrations (Facebook, Google+, Twitter)
  13. live chat – messaging platforms (Facebook Messenger, Twilio SMS)

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Full-features live chat and help desk solution for customer service and support.

Company Email

support@livechatinc.com

Contact No.

Company's Address

405 North Street
Chapel Hill, NC 27514
United States of America

NOAWARDS
YET

SmartScore™

OUR SCORE 8.9

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

by quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Automated Attendant Services
  • Business Intelligence
  • Call coverage
  • Calling Features
  • Integration with PCs and Other Office Systems
  • Conferencing
  • Voicemail & Messaging
  • Instant Messaging, File Sharing, Presence, and Video Conferencing
  • Phonebooks, Directories, Call Logs
  • Telecom Administration & Portability

Pricing Info

ShoreTel Sky’s SMB and enterprise pricing information is available only upon request. Contact the company for more details, and ask for your quote.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

SF Giants, FourSquare, Amnesty International. C|net, Warby Parker, Roland

Integrations

No information available.

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A cloud-hosted phone systems designed to unify all business communication processes.

Company Email

skysupport@shoretel.com

Contact No.

Company's Address

960 Stewart Drive
Sunnyvale, CA 94085
USA

Freshdesk

Partner

This product is our partner, which means they paid for being featured as one of the suggestions. Our team takes great care to ensure all sugested products are reliable, top-quality solutions.

SmartScore™

OUR SCORE 9.8

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Pricing Info

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

  • Email Ticketing
  • Ticket Dispatch
  • Team Collaboration
  • Knowledge Base
  • Ticket Trend Report
  • Social Ticketing
  • Call to ticket conversion

Blossom –  $15 per agent/month (yearly)

  • Everything in Sprout
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk In-Depth
  • SLA Management
  • Business Hours
  • Chat and call management

Garden – $29 per agent/month (yearly)

  • Everything in Blossom
  • Multilingual Helpdesk
  • Time Tracking
  • CSAT Surveys
  • Session Replay
  • Performance Reports
  • Embedded Chat FAQs
  • Triggered Messages
  • IVR
  • Call Masking

Estate – $49 per agent/month (yearly)

  • Everything in Garden
  • Ticket Assignment Automation
  • Custom Roles
  • Portal Customization
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Support Bot
  • In-app Chat Campaigns
  • Smart Call Escalations
  • Call Barging and Monitoring

Forest – $109 per agent/month (yearly)

  • Everything in Estate
  • Sandbox
  • IP Whitelisting
  • Data Centre Location
  • HIPAA Compliance
  • Extendable API Rate Limit
  • Co-browsing
  • Multilingual Chat FAQs
  • Holiday Routing for Phone Calls

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Integrations

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Freshdesk is the winner of our Best Help Desk Software Award for 2018 and an efficient and reliable help desk solution. It includes a great free trial plan.

Company Email

support@freshdesk.com

Contact No.

Company's Address

311 California Street
San Francisco, CA 94104
USA

No Communications Software will be able to cover all the requirements of a specific team. While key functionalities of LiveChat and ShoreTel Sky are important you should also carefully analyze the integrations offered by a given service. In many cases you will already be working with various kinds of SaaS software in your company and it’s definitely better to go with products that integrate well with one another. If you do that you will be able to be certain of a smooth exchange of information between your teams and software used, which can significantly reduce time devoted to migrating between one app and the next.

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