Softwr

Customer Support · head to head

Groove vs LiveChat

Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite
LiveChat logo

LiveChat

Live Chat & Chatbots

Customer service software that delights

From
$20/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Groove covers Shared inbox, LiveChat covers Ticketing.

Where they differ

Only the attributes on which Groove and LiveChat actually diverge.

Attributes where Groove and LiveChat differ
AttributeGrooveLiveChat
Starting price$12/month$20/month
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Desktop
CategoryCustomer SupportLive Chat & Chatbots
Founded20112002

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Groove

  • Shared inbox
  • Knowledge base
  • Automation rules
  • Reporting
  • Collision detection
  • Slack
  • Trello
  • Jira

Only in LiveChat

  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress
  • HubSpot

Both cover

  • Live chat
  • Salesforce
  • Zapier
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Groove

  • Shared inbox and help desk ticketing for small support teamsnot LiveChat
  • Handling email, chat and messaging support in one queuenot LiveChat

LiveChat

  • Live chat support on a website with agent routingnot Groove
  • Handling customer conversations across chat, SMS and messaging channelsnot Groove

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

Pricing, plan by plan

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • SSO

Which should you pick?

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Choose LiveChat if

  • You need ticketing.
  • You work on Web, Ios, Android, Desktop.
  • You also want chat routing.
LiveChat review

Questions people ask

Is Groove or LiveChat better?
Neither clearly leads. Groove starts at $12/month and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Groove or LiveChat?
Groove starts at $12/month and LiveChat at $20/month.
Does Groove or LiveChat run on more platforms?
Groove runs on Web, Ios, Android. LiveChat runs on Web, Ios, Android, Desktop.
What is Groove best used for?
Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what LiveChat is typically brought in for.
What can Groove do that LiveChat cannot?
Groove covers Shared inbox, Knowledge base, Automation rules, Reporting. LiveChat covers Ticketing, Chat routing, Analytics, Canned responses. Both handle Live chat, Salesforce, Zapier, GDPR.
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Related pages

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