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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Real user data aggregated to summarize the product performance and customer experience.
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89 Likeliness to Recommend
96 Plan to Renew
90 Satisfaction of Cost Relative to Value
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?
Pros
- Reliable
- Enables Productivity
- Generous Negotitation
- Client's Interest First
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Multiple File Type Support
Workflow and Approval Management
Role-Based Access
Cataloging
Bulk Actions
API Integration
Social Features
Rich Text Editor
Intelligent Search
Version Control
Multi-Language Support
Vendor Capability Ratings
Breadth of Features
Ease of Data Integration
Ease of Implementation
Vendor Support
Quality of Features
Ease of IT Administration
Usability and Intuitiveness
Business Value Created
Ease of Customization
Product Strategy and Rate of Improvement
Availability and Quality of Training
LiveAgent Reviews
Kevin O.
- Role: C-Level
- Industry: Media
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2021
Enhances customer service and ensures loyalty
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
Live Agent has excellent customization options and is very flexible in adapting to unique operational circumstances.
What is your favorite aspect of this product?
My favorite aspect of Live Agent is the white labeling aspect because it presents my business as highly professional.
What do you dislike most about this product?
The user interface is so comprehensive it can confuse when configuring. Once configured, the software works great and is easy to understand.
What recommendations would you give to someone considering this product?
Save yourself time by putting this product on your shortlist in the first instance. Then you will have your benchmark for comparing other contenders for your customer support.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Quentin P.
- Role: C-Level
- Industry: Media
- Involvement: Vendor Selection and Purchasing
Submitted Aug 2021
It has everything I need, plus many extras.
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
Prior to LiveAgent, I'd been using a variety of ways to track customer support. This one piece of software did it all, so now support is contained in a single area with multiple agent access.
What is your favorite aspect of this product?
Simple to set up (insert Javascript on site - job done). Integrates with my business email, so everything is in one place. Online chat widget as well as contact us interactive buttons. LiveAgent is massively functional, which I love, although some graphics might help (but at the cost of screen real estate I suspect).
What do you dislike most about this product?
Maybe the UI could be a little prettier, but then again it does exactly what it's meant to do, and there's no clutter.
What recommendations would you give to someone considering this product?
Setup is really simple. Place the supplied javascript file on your site, connect your email, add a chat bot, add your customer support staff as agents and you're off to the races.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Hammad B.
- Role: Consultant
- Industry: Communications
- Involvement: Business Leader or Manager
Submitted Aug 2021
A complete ticketing solution
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
We have used Zendesk, Zoho Desk, and customized solutions.
What is your favorite aspect of this product?
It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure Live Agent and creating the macros, which is helpful. Moreover, the report which is generated from LA Desk is very detailed and helps us to track down employees' progress and productivity.
What do you dislike most about this product?
There is no such thing which we don't like about LA, however, there is always room for betterment, What we are expecting from LA; 1. When a response is given in against the ticket via a tag (e.g. #verified) then the status should be automatically updated in the Magento through a LA Desk as well. Order status modification must be linked together in order to ensure more productivity in less time. 3. SMS Integration should also be cover in the LA feature.
What recommendations would you give to someone considering this product?
The functionality this package offers is mind-blowing for our needs as medium-sized businesses! It was very easy to link my social media accounts, emails and set up a chat support system that shows up on my website and allows me to help my customers through a web browser or through my iPhone from anywhere in the world. I’m impressed!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing