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

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Awards & Recognition

LiveAgent won the following awards in the Knowledge Management category

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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

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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

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

Mohammed S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

A multi channeled live interaction support.

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

It uses a powerful ticketing feature where it helps us to prioritize, categorize the ticket raised by user. Moreover it has a multi channel support which helps to communicate to support easily from any channel.

What is your favorite aspect of this product?

It has a deep knowledge base which allows us to get the solution on our own and it connects to support easily in less time without any delays.

What do you dislike most about this product?

Providing more languages will improve the various people to interact more with support.

What recommendations would you give to someone considering this product?

Live agent unique capability to provide support and incredible ticket system helps your organization to saves so much of the cost cuttings by using its AI , automate, Knowledge base features.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Saskia M.

Role: Sales Marketing
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2023

Most important resource for helping our customers

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

In general we've had a great time with LiveAgent. The wide feature set and integration with our other systems has allowed us to provide significantly more efficient client service. We have observed an increase in customer satisfaction since using LiveAgent, and we would recommend it to anybody looking for a user-friendly and comprehensive chat solution.

What is your favorite aspect of this product?

LiveAgent provides a full set of features to help you manage your website's live chat services. Favorite features include pinpointing the user's physical position and automatically inviting them to chat while they explore your site in real time.

What do you dislike most about this product?

We need additional customization choices for the Knowledge Base and the various conversation windows. It would be great if I could also purchase ticket filters online. But it's nothing big.

What recommendations would you give to someone considering this product?

LiveAgent may be easily integrated into your business in order to facilitate client communication with your support staff. Your support staff will have no trouble using the platform to provide excellent customer service.

Pros

Helps Innovate
Reliable
Performance Enhancing
Respectful

Kedar K.

Role: Industry Specific Role
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2023

A standalone and especial Help Desk Software.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent increases customers satisfaction level. It's possible to generate new qualified leads with LiveAgent. It's has a dedicated customer support team that offers support services 24/7.

What is your favorite aspect of this product?

It's possible to manage customers quieries and resolve their complaints with LiveAgent. It's possible to communicate and engage with our customers through live chat feature across multiple communication channels with LiveAgent. It's simple to create tickets with this tool. It streamlines customer support services.

What do you dislike most about this product?

My experience with LiveAgent has been outstanding and remarkable thus I have nothing to regret.

What recommendations would you give to someone considering this product?

It's a ticket management and help desk solution that every organization needs to have.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Mohammed S.

A multi channeled live interaction support.

Likeliness to Recommend

Pros

Saskia M.

Most important resource for helping our customers

Likeliness to Recommend

Pros

Kedar K.

A standalone and especial Help Desk Software.

Likeliness to Recommend

Pros

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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