Compare LiveAgent, Oracle Service Cloud (formerly RightNow), and Zendesk Support

Pricing

 
All-inclusive
$39/month User Seat
Essential
$5 /month
 
Ticket+Chat
$29/month User Seat
Team
$19 /month
 
Ticket
$9/month User Seat
Professional
$49 /month
 
Enterprise
$99 /month
 
Free Trial
Free Trial Unavailable
Free Trial
LiveAgent
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Ticket
$9/monthUser Seat
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.9
8.0
8.6
Ease of Use
Ease of Use
9.1
7.8
8.6
Ease of Setup
Ease of Setup
8.8
7.0
8.2
Ease of Admin
Ease of Admin
8.9
7.2
8.3
Quality of Support
Quality of Support
9.2
7.0
8.3
Ease of Doing Business With
Ease of Doing Business With
9.2
7.1
8.4
Product Direction (% positive)
Product Direction (% positive)
9.1
5.5
7.6
Meets Requirements
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.6
Ease of Use
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.8
Zendesk Support
8.6
Ease of Setup
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
7.0
Zendesk Support
8.2
Ease of Admin
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.2
Zendesk Support
8.3
Quality of Support
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.0
Zendesk Support
8.3
Ease of Doing Business With
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.1
Zendesk Support
8.4
Product Direction (% positive)
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
5.5
Zendesk Support
7.6

Features

Ticket and Case Management
Workflow
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.5
Response Automation
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.8
Zendesk Support
8.4
SLA Management
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
7.6
Zendesk Support
8.1
Attachments/Screencasts
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.3
Zendesk Support
8.3
Ticket Collaboration
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.7
Zendesk Support
8.6
Ticket creation user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
9.0
Zendesk Support
8.9
Ticket response user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.5
Zendesk Support
8.7
Knowledge Share
Knowledge Base
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.6
Searchable Articles
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.8
Zendesk Support
8.6
Community Forums
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.3
Zendesk Support
8.2
Interactive FAQs & Forums
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.8
Zendesk Support
8.2
Process
Mentions
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.3
Tickets
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
9.1
Macros
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.6
Collaboration
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.7
Interaction
Web Portals
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.6
Forum to Reponse
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
7.5
Zendesk Support
8.4
Tickets and Tagging
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
8.4
Zendesk Support
8.9
Live Chat
LiveAgent
9.6
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.5
Channels
Phone
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
6.7
Zendesk Support
7.9
Text
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.3
Email
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.6
Zendesk Support
9.0
Social
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
6.0
Zendesk Support
8.5
Live Chat
LiveAgent
9.6
Oracle Service Cloud (formerly RightNow)
8.3
Zendesk Support
8.5
Insight
Surveys
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
8.3
Reporting
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
9.4
Zendesk Support
8.3
Visitor Activity
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.5
Help Desk
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.6
Zendesk Support
8.6
Communication Channels
Customer Portal
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
8.4
Email to Case
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.9
Zendesk Support
8.8
Chat/Live Support
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.4
Social Integration
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
6.4
Zendesk Support
8.1
Call Center
Make, Receive, and Record Calls
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.0
Customer and Contacts Database
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.1
Products and Version Tracking
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
8.1
Call Scripting
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
7.8
Interactive Voice Response (IVR)
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
7.7
Self Service/Community
Forums
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
9.2
Zendesk Support
8.0
Knowledge Base
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.8
Zendesk Support
8.4
Ideas/Feedback
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.1
Q&A
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.5
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
6.5
Zendesk Support
7.9
Reporting
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
7.5
Zendesk Support
7.9
Dashboards
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.8
Zendesk Support
8.1
Platform
ITIL Compliance
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.1
Mobile User Support
LiveAgent
8.2
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.1
Customization
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.0
User, Role, and Access Management
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.4
Zendesk Support
8.3
Internationalization
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.2
Performance & Reliability
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.5
Integration APIs
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
7.4
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
58.4%
8.3%
38.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
29.5%
33.3%
44.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
12.1%
58.3%
16.3%
LiveAgent
Small-Business
58.4%
Mid-Market
29.5%
Enterprise
12.1%
Oracle Service Cloud (formerly RightNow)
Small-Business
8.3%
Mid-Market
33.3%
Enterprise
58.3%
Zendesk Support
Small-Business
38.9%
Mid-Market
44.7%
Enterprise
16.3%

Reviewers' Industry

 
Information Technology and Services
12.0%
Information Technology and Services
19.8%
Computer Software
17.8%
 
Computer Software
6.8%
Retail
12.5%
Information Technology and Services
15.3%
 
Computer & Network Security
6.3%
Financial Services
6.3%
Internet
10.3%
 
Internet
5.3%
Computer Software
6.3%
Marketing and Advertising
4.9%
 
Retail
4.1%
Pharmaceuticals
4.2%
Telecommunications
3.2%
 
Other
65.4%
Other
51.0%
Other
48.5%
LiveAgent
Information Technology and Services
12.0%
Computer Software
6.8%
Computer & Network Security
6.3%
Internet
5.3%
Retail
4.1%
Other
65.4%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
19.8%
Retail
12.5%
Financial Services
6.3%
Computer Software
6.3%
Pharmaceuticals
4.2%
Other
51.0%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.3%
Marketing and Advertising
4.9%
Telecommunications
3.2%
Other
48.5%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
Kimberly F.
User in Retail

The system often lags behind real time. We may have 10 calls waiting, and it shows 2, or vice versa. Live Agent also seems to get bogged down at times and not work correctly, causing us to lose calls or chats and requiring us to log off and back on to...

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
LiveAgent
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
Kimberly F.
User in Retail

The system often lags behind real time. We may have 10 calls waiting, and it shows 2, or vice versa. Live Agent also seems to get bogged down at times and not work correctly, causing us to lose calls or chats and requiring us to log off and back on to...

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 
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Videos

 

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

No videos provided
LiveAgent

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

Oracle Service Cloud (formerly RightNow)

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Zendesk Support
No videos provided

Downloads

LiveAgent
Oracle Service Cloud (formerly RightNow)
Zendesk Support
No downloads provided
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