Hornbill vs LiveAgent
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.6 / 5
4.6 / 5
Value for Money
4.4 / 5
4.7 / 5
Customer Support
4.7 / 5
4.7 / 5
Functionality
4.2 / 5
4.6 / 5
Last Review Written
September 15, 2020
October 8, 2024
Pros/Cons
Pros
- It is a very reliable product. We have had minimal downtime and any incidents with the system have been dealt with swiftly and effectively by Hornbill, with proper RCA given in each case.
- It has been extremely positive with a helpful support network to help us implement it and we've enjoyed a good relationship with Hornbill staff ever since implementation.
- The Hornbill Community Forums is a great resource, the people are nice, Hornbill themselves have been exceptionally good with our queries or if we need any assistance.
Cons
- We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources.
- Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.
- There are some standard functionalities you would expect an ITSM platform to have which are missing on Hornbill.
Pros
- They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.
- The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
- Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.
Cons
- The only complaint I have is that when I connect my gmail account to the software it automatically marks my email as read. Very annoying when you're on the go.
- I mainly miss the possibility to search for e-mails by e-mail address, because without this option, working with LiveAgent is very complicated. Then the communication is very confused.
- Poor statistics and reporting functionality. No grading of rights making it difficult to distribute partial admin rights.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2022
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
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Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
