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LiveAgent Logo
QualityUnit

LiveAgent

8.5 / 10
Category
LiveAgent
8.5 / 10

What is LiveAgent?

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls. Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros & many more.

Company Details


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Awards & Recognition

LiveAgent won the following awards in the Knowledge Management category

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LiveAgent Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveAgent.

89 Likeliness to Recommend

2
Since last award

96 Plan to Renew

4
Since last award

90 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+90 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveAgent?

4% Negative
2% Neutral
94% Positive

Pros

  • Reliable
  • Enables Productivity
  • Client's Interest First
  • Transparent

Feature Ratings

Average 87

Multiple File Type Support

92

Workflow and Approval Management

91

Role-Based Access

89

Cataloging

89

Bulk Actions

89

API Integration

88

Social Features

88

Rich Text Editor

87

Intelligent Search

87

Version Control

86

Multi-Language Support

85

Vendor Capability Ratings

Average 86

Ease of Implementation

95

Business Value Created

93

Ease of IT Administration

92

Availability and Quality of Training

90

Breadth of Features

90

Ease of Customization

88

Ease of Data Integration

87

Vendor Support

87

Quality of Features

84

Product Strategy and Rate of Improvement

83

Usability and Intuitiveness

79

LiveAgent Reviews

Zoryel M.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Affordable Solution with Room for Improvement

Likeliness to Recommend

9 / 10

What differentiates LiveAgent from other similar products?

competitive pricing

What is your favorite aspect of this product?

I like the audit logs and reporting features

What do you dislike most about this product?

I dont like that it computes the not rated ticket of the overall rating score of the agents. we had to manually compute positive vs negative ratings. Also sometimes there are bugs (showing active agents are adding to the chat slots but the agent is already offline, etc)

What recommendations would you give to someone considering this product?

If you're looking for a platform close to zendesk, this one is for you. Price is reasonable

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Christian R.

  • Role: C-Level
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Great way to reach your onsite audience.

Likeliness to Recommend

8 / 10

What differentiates LiveAgent from other similar products?

Like the KB and LiveChat combo

What is your favorite aspect of this product?

Misty the LiveChat on websites is great.

What do you dislike most about this product?

Having to log in every couple of weeks to keep the account live.

What recommendations would you give to someone considering this product?

Give it a shot. Does what it is supposed to do.

Pros

  • Trustworthy
  • Fair
  • Helps Innovate
  • Continually Improving Product

Harish a.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Best Ticketing and chat support platform

Likeliness to Recommend

9 / 10

What differentiates LiveAgent from other similar products?

Its Ticketing features which enables easy to use and centralized dashboard helps to know the priority of the ticket raised by customer and its support collision feature helps to work only one person with the ticket helping to save resources.

What is your favorite aspect of this product?

Live Agent as  all-in-one help desk solution, combining email, live chat, phone assistance, social media, and ticketing on a one platform.

What do you dislike most about this product?

When compared to other enterprise-level customer support solutions, Live Agent lack in advanced AI capabilities and functionalities.

What recommendations would you give to someone considering this product?

Live agent provides best support and resolves the tickets quickly . It has a multiple channel support which helps to user to take support from any of the channel like email, messages, social platforms.

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

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