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Software · head to head

LiveChat vs Salesforce Service Cloud

LiveChat logo

LiveChat

Software

Customer service software that delights

From
$20/month
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: 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; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: LiveChat covers Live chat, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which LiveChat and Salesforce Service Cloud actually diverge.

Attributes where LiveChat and Salesforce Service Cloud differ
AttributeLiveChatSalesforce Service Cloud
Starting price$20/month$25/month
PlatformsWeb, Ios, Android, DesktopWeb, Ios, Android
Founded20021999

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

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 LiveChat

  • Live chat
  • Ticketing
  • Chat routing
  • Canned responses
  • File sharing
  • Shopify
  • WordPress
  • Salesforce

Only in Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Salesforce CRM
  • Slack
  • MuleSoft

Both cover

  • Analytics
  • Web support
  • Ios support
  • Android support

What people use each for

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

LiveChat

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

Salesforce Service Cloud

  • Enterprise customer servicenot LiveChat
  • Field servicenot LiveChat
  • Self-service portalsnot LiveChat
  • AI-powered supportnot LiveChat

Where each one falls short

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

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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

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

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

Which should you pick?

Choose LiveChat if

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

Choose Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is LiveChat or Salesforce Service Cloud better?
Neither clearly leads. LiveChat starts at $20/month and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, LiveChat or Salesforce Service Cloud?
LiveChat starts at $20/month and Salesforce Service Cloud at $25/month.
Does LiveChat or Salesforce Service Cloud run on more platforms?
LiveChat runs on Web, Ios, Android, Desktop. Salesforce Service Cloud runs on Web, Ios, Android.
What is LiveChat best used for?
LiveChat is most often used for live chat support on a website with agent routing, handling customer conversations across chat, sms and messaging channels. Of those, live chat support on a website with agent routing and handling customer conversations across chat, sms and messaging channels are not what Salesforce Service Cloud is typically brought in for.
What can LiveChat do that Salesforce Service Cloud cannot?
LiveChat covers Live chat, Ticketing, Chat routing, Canned responses. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Analytics, Web support, Ios support, Android support.
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