Customer Support · head to head
LiveAgent vs Groove
Groove
Customer Support
Simple, powerful support for growing businesses
- From
- $12/month
- Rated
- -
The short version
- Only LiveAgent has a free tier, so it costs nothing to try first.
- Each has a real cost: LiveAgent social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- They diverge on capability: LiveAgent covers Ticketing system, Groove covers Shared inbox.
Where they differ
Only the attributes on which LiveAgent and Groove actually diverge.
Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).
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 LiveAgent
- Ticketing system
- Call center
- Social media
- Customer portal
- WordPress
- Shopify
- Magento
Only in Groove
- Shared inbox
- Automation rules
- Reporting
- Collision detection
- Salesforce
- Trello
- Jira
Both cover
- Live chat
- Knowledge base
- Slack
- Zapier
- GDPR
- SSL
- 2FA
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
LiveAgent
- Multichannel help desk covering email, chat, calls and social messagesnot Groove
- Ticketing and shared inbox for customer support teamsnot Groove
Groove
- Shared inbox and help desk ticketing for small support teamsnot LiveAgent
- Handling email, chat and messaging support in one queuenot LiveAgent
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
LiveAgent
- Social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
- The entry plan is limited to 3 email accounts, 2 live chat buttons and 3 contact forms
- WhatsApp numbers are rationed by plan, at 5 on Large Business and 20 on Enterprise
- The advertised prices require annual billing, and monthly billing raises the entry plan from $10 to $13 per agent
- Every published price is a discounted rate against a higher regular price
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
Pricing, plan by plan
LiveAgent
Free- FreeFree
- 7-day ticket history
- 1 chat button
- 1 email account
- Small$9/month
- Unlimited ticket history
- 3 email accounts
- Customer portal
- Medium$29/month
- Call center
- 10 email accounts
- Advanced reporting
- Large$49/month
- Everything unlimited
- Senior account manager
- White glove setup
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
Which should you pick?
Choose LiveAgent if
- You need ticketing system.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want call center.
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want automation rules.
Questions people ask
- Is LiveAgent or Groove better?
- Neither clearly leads. LiveAgent starts at Free and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, LiveAgent or Groove?
- LiveAgent has a free tier; the other does not. Paid plans start at Free for LiveAgent and $12/month for Groove.
- Does LiveAgent or Groove run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- Can I use LiveAgent for free?
- Yes. LiveAgent has a free tier, so you can try it without paying. Groove starts at $12/month.
- What is LiveAgent best used for?
- LiveAgent is most often used for multichannel help desk covering email, chat, calls and social messages, ticketing and shared inbox for customer support teams. Of those, multichannel help desk covering email, chat, calls and social messages and ticketing and shared inbox for customer support teams are not what Groove is typically brought in for.
- What can LiveAgent do that Groove cannot?
- LiveAgent covers Ticketing system, Call center, Social media, Customer portal. Groove covers Shared inbox, Automation rules, Reporting, Collision detection. Both handle Live chat, Knowledge base, Slack, Zapier.