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

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

96 Plan to Renew

90 Satisfaction of Cost Relative to Value

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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
Generous Negotitation
Client's Interest First

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

Regan M.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Best Tool For Knowledge Management

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

The software is great when it comes to ticketing and also offers great features as a chat solution

What is your favorite aspect of this product?

It makes business customer interactions easy I like the ticketing system The software is manageable and easy to use

What do you dislike most about this product?

So far LiveAgent has been great. No dislikes

What recommendations would you give to someone considering this product?

I recommend LiveAgent thanks to its customer business relationship features such as chat capabilities. It makes customer care easy besides being a great tool for knowledge management

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Unique Features

Sarah C.

Role: Human Resources
Industry: Media
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

LiveAgent helps with sales and customer service

Likeliness to Recommend

8 /10

What differentiates LiveAgent from other similar products?

LiveAgent is used to provide traditional customer service as well as sales interactions with customers. Chat is an additional channel via which we may support our clientele, alongside the telephone and electronic mail.

What is your favorite aspect of this product?

LiveAgent is a terrific tool for businesses that wish to provide assistance to their clients. It's also a fantastic tool for bringing in new business for us. If a customer seems interested during a conversation, we always try to close the deal. Customers have too much leeway in rejecting your offer. LiveAgent's streamlined automated process makes it simple for our agents to close the deal when a customer enters their desired product and shipping details.

What do you dislike most about this product?

Personally, I'm not a fan of the concept of a "Leaderboard" to rank real estate brokers. Nothing negative to report, really. Could benefit from additional auto-response options. Some of the translation tools may use some work.

What recommendations would you give to someone considering this product?

If you need a comprehensive, user-friendly, and straightforward helpdesk software solution, then this is a perfect option. Because of the improvements and streamlining, the CS team is able to handle more tickets.

Pros

Effective Service
Helps Innovate
Reliable
Performance Enhancing

Alejo J.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

LiveAgent your trusted call center

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent offers us a real time call center service with which you can use tools like live chat, knowledge base, call center, Social level tools, Automation, you have the opportunity for a free trial to know if it is a good investment option, after paying a membership you have full benefits, LiveAgent has been very good so far in helping us, including linking with a complementary business that will make sure it works well.

What is your favorite aspect of this product?

It's linking to all popular platforms is a big plus as is the chat, ticket management and our IVR all with just managing a pane of glass. What makes it fast and efficient enough to give your membership a try and what works best for us is the Rules feature, it allows us to set up automated workflows for better performance.

What do you dislike most about this product?

For us we think it would have better design the dark version, for example, is very basic, nothing intuitive as well as other issues of the panel, many times we tend to be confused about how to implement some features would be a good idea some kind of tutorial for those who purchase membership, but overall it is a fairly complete service.

What recommendations would you give to someone considering this product?

With different types of membership which are accessible, where they offer easy support and have all the information of customer cases and keep all communication with the client on a single platform as well as its CSAT function for email is included in the basic plan for these reasons we recommend it.

Pros

Continually Improving Product
Reliable
Respectful
Altruistic

LiveAgent

What is LiveAgent?

Company Details

Need Assistance?

Awards & Recognition

2022 Data Quadrant Gold Medalist

LiveAgent Ratings

89 Likeliness to Recommend

96 Plan to Renew

90 Satisfaction of Cost Relative to Value

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

Regan M.

Best Tool For Knowledge Management

Likeliness to Recommend

Pros

Sarah C.

LiveAgent helps with sales and customer service

Likeliness to Recommend

Pros

Alejo J.

LiveAgent your trusted call center

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