Groove vs LiveAgent vs Jitbit
Groove
Groove help desk software streamlines customer support by offering a range of features designed to enhance efficiency and improve user experience. One of its key strengths is the ability to create Canned Responses, allowing teams to quickly address common inquiries with pre-written replies. This not only saves time but also ensures consistent communication across all customer interactions. Additionally, Groove offers robust Design Customization options, enabling businesses to tailor the interface to reflect their brand identity while maintaining user-friendly navigation.
Another significant aspect of Groove is its comprehensive Knowledge Base, which empowers customers to find answers independently, reducing the volume of incoming support requests. The platform also supports Live Chat, facilitating real-time communication with customers and enhancing engagement. With built-in Reports and Analytics, teams can track performance metrics, helping to identify areas for improvement and optimize support strategies. Furthermore, Groove's REST API and Third-party Integrations allow for seamless connectivity with existing tools, enhancing overall workflow and productivity. By combining these features, Groove enables businesses to deliver responsive and personalized customer support.
LiveAgent
LiveAgent is a versatile help desk software designed to enhance customer support operations across various industries. With its multi-channel support, businesses can seamlessly manage inquiries from email, live chat, and social media, ensuring a consistent and efficient response system. The Activity Dashboard provides real-time insights into team performance and ticket status, enabling organizations to optimize their workflow and prioritize tasks effectively. By utilizing features like Canned Responses and Custom Fields, support agents can streamline their interactions, delivering timely and personalized assistance to customers.
Additionally, LiveAgent offers robust integration options, including Exchange Integration and REST API capabilities, making it easy to connect with other tools and platforms your team may already be using. The software also supports ITIL compliance, ensuring that your support processes align with best practices for effective service management. With features like Customer Satisfaction Surveys and detailed Reporting and Analytics, businesses can continuously assess their support effectiveness and make informed decisions to improve customer experience. Overall, LiveAgent empowers organizations to provide comprehensive support while maintaining flexibility and efficiency.
Groove | LiveAgent | Jitbit | |
---|---|---|---|
A simple app to replace your shared mailbox | Powerful support suite with ticketing and chat | Help Desk Software built for email. Trusted by thousands of companies across 50 + countries. | |
Pricing: 3 years / 5 agents |
$5220
|
$5220
|
$3897
|
Pricing: 3 years / 10 agents |
$10440
|
$10440
|
$8367
|
Active Directory | ❌ | ✅ AD catalog integration, but no Windows-integrated authentication | ✅ Integration via a script for your server or ADFS and SAML |
Activity Dashboard | ❌ | ✅ There's a dashboard report, but it's not live-updated | ✅ Live overview dashboard |
Asset Management | ❌ | ❌ | ✅ A complete asset management module tightly integrated into the rest of the app |
Canned Responses | ✅ Has standard canned replies features | ✅ 'Canned answers' are available on the $15/mo/user plan | ✅ You can also assign canned responses to specific ticket categories if you need to |
Community Forums | ❌ | ✅ Customer forum is included with all plans | ✅ Ideas Forum comes out of the box |
Custom Fields | ❌ | ✅ Multiple custom field types available | ✅ Many custom field types, including dependant fields. Various privacy options. |
Custom Statuses | ❌ | ✅ Custom statuses are available, but no permission control | ✅ Add custom statuses, customize how your customers see them and assign different colors to them |
Customer satisfaction survey | ❌ | ✅ For chats only | ✅ Optional CSATs in email notifications and a report |
Design Customization | ✅ Can only customize the web widget | ✅ You can customize customer portal and knowledge base but not the ticketing system | ✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS |
Email Notification Templates | ❌ | ✅ Editing email templates available on paid plans only | ✅ You are able to completely change a template for any notification type |
Escalation | ❌ | ✅ Escalating manually or via routing rules | ✅ Possible to set up various escalation scenarios via automation |
Exchange Integration | ❌ | ✅ IMAP only | ✅ Native EWS support instead of IMAP. oAuth support for Office 365 |
Import and Export | ✅ Only via API | ✅ Tickets CSV export, users CSV import | ✅ Import and Export tickets via CSV files |
Internationalization | ❌ | ✅ Yes, with the ability to add custom languages | ✅ Available in 16 different languages |
ITIL Compliance | ❌ | ✅ Yes | ✅ Support for most ITIL processes |
Knowledge Base | ✅ Good Knowledge Base with basic customization | ✅ Knowledge Base and customer portal | ✅ Customizable Knowledge Base optimized for search engines |
Live Chat | ✅ Live chat via the widget | ✅ Live chat button is included | ✅ A free live chat component in the web widget |
Mobile Apps | ❌ | ✅ Both iOS and Android | ✅ iOS and Android |
Multi-channel support | ❌ | ✅ Email, chat, social networks | ✅ Possible to add unlimited channels via integrations and API |
On-premise Version | ❌ | ✅ Downloadable license available | ✅ A full on-premises version that runs on Windows Server |
Reports and Analytics | ✅ Some basic reports on tickets and KB | ✅ Multiple reports and analytics included | ✅ 13 reports with an ability to build your own and to export everything to Excel |
REST API | ✅ You are able to access most features via API | ✅ API covers all the app features | ✅ API covers all the app features |
Single-Sign-On | ❌ | ✅ Custom-built PHP solution | ✅ SAML, Google login, Windows-integrated etc. |
SLA Management | ❌ | ✅ Full SLA management | ✅ Full SLA automation via actions/triggers |
Support Widget | ✅ Web widget with live chat | ✅ Chat widget for websites | ✅ Two different versions of a web widget |
Third-party Integrations | ✅ Around 20 integrations with the most popular apps | ✅ API and Integrations on $15/mo/user plan and higher | ✅ 30 native integrations and 500 more via Zapier |
Ticket Collaboration | ❌ | ✅ Reply-history, CC | ✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket |
Workflow Automation | ❌ | ❌ | ✅ Automation Rules are very powerful and can go beyond simple if-this-then-that logic |
Looking for help desk software? Check out Jitbit. We offer a fully-featured app at a very affordable price. It comes with all the must have features like knowledge base, two-way email integration (including native Exchange and Office 365 support), automation, hundreds of integrations with third-party apps and much more. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.
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