QualityUnit

LiveAgent

8.2 /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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

LiveAgent won the following awards in the Knowledge Management category

Filter By

8 Top Rated Capabilities

9 Top Rated Features

Latest Award, 2023

2022 Data Quadrant Gold Medalist

2022

9 Top Rated Capabilities

11 Top Rated Features

2022

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

{y}

{name}

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

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

Average 86

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

Barney B.

Role: Sales Marketing
Industry: Construction
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Fast and Effective

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Fast and Effective Live Agent has proved to be the best chat solution for our website, combining a wide range of features with unbeatable loading speeds. Aside from the range of features and functionality we switched chat providers and chose Live Agent on the basis of its market leading widget load speed. Since running with Live Agent, our overall site speed has improved, meeting one of our key objectives.

What is your favorite aspect of this product?

Speed of loading of the chat widget

What do you dislike most about this product?

Nothing comes to mind.

What recommendations would you give to someone considering this product?

Compare key performance stats across a number of different vendors before making a decision: i.e. conduct some comparative research

Pros

Reliable
Performance Enhancing
Enables Productivity
Inspires Innovation

John C.

Role: C-Level
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2021

Well established ticketing system

Likeliness to Recommend

8 /10

What differentiates LiveAgent from other similar products?

We manage support for different societies, so we wanted a multi-client ticketing system - which LIve Agent provides. I've not compared other solutions recently, but at the time we purchased, I was happy with the monthly fee and feature set. Now I'm familar with the software I'm very happy to continue using it.

What is your favorite aspect of this product?

Postponing tickets. This is useful for keeping track of tickets I've responded to but need to check the user understood the solution and it worked for the.

What do you dislike most about this product?

The UX is a bit dated, however, I've found the "Dark" panel theme to work the best for me.

What recommendations would you give to someone considering this product?

It's a mature, reliable product. Although they could improve the chat themes, you can do a lot in the software - including managing support tickets for multiple clients with customised e-signatures.

Pros

Reliable
Saves Time
Respectful
Performance Enhancing

Cons

Slower Product Innovation

Bapti N.

Role: Student Academic
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

You Will Find All the Features You Need

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

I provides more features at low price than other CRM s.

What is your favorite aspect of this product?

I love the ticket services.

What do you dislike most about this product?

I mobile app should support more features.

What recommendations would you give to someone considering this product?

You may use this for greater experiences.

Pros

Performance Enhancing
Trustworthy
Efficient Service
Saves Time

LiveAgent

What is LiveAgent?

Company Details

Need Assistance?

Awards & Recognition

2022 Data Quadrant Gold Medalist

LiveAgent Ratings

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

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love LiveAgent?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Version Control Tracking of document versions with each iteration of document changes.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

LiveAgent Reviews

Barney B.

Fast and Effective

Likeliness to Recommend

Pros

John C.

Well established ticketing system

Likeliness to Recommend

Pros

Cons

Bapti N.

You Will Find All the Features You Need

Likeliness to Recommend

Pros

Most Popular LiveAgent Comparisons

Confluence

Freshdesk

Zoho Desk

HubSpot Service Hub

Guru

Zendesk Guide

2
Since last award

4
Since last award

1
Since last award

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