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

Ralph R.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Affordable, well-structured help desk software

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

To start with, set up of LiveAgent is fast and simplified as much as possible so it allows us to reach and engage with both our current and prospective clients in real time

What is your favorite aspect of this product?

The universal, all-in-one inbox is incredibly simple and its handled even by the least savvy users in the company

What do you dislike most about this product?

The only drawback is that sales reps have to periodically check in to their accounts in order to keep them active. So they have to set a reminder

What recommendations would you give to someone considering this product?

LiveAgent helps manage conversations across email, chat, phone, web, and social media on your helpdesk from wherever you are

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nancy R.

Role: Operations
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Easy to install and use

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent offers a free trial

What is your favorite aspect of this product?

My favorite aspect of this product is is the social feature which allows use of different social media platforms to communicate with customers of colleagues

What do you dislike most about this product?

There is nothing I dislike about this product

What recommendations would you give to someone considering this product?

I recommend this product to professionals in any field where they communicate with many customers since it supports various languages

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Shelby S.

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

Validated Review

Verified Reviewer

Submitted Sep 2022

Cost-effective and superb functionality

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

LiveAgent has it all when it comes to supporting everything from email, voice, and video calls, to live chat and social media that helps ultimately increase conversion rates and online sales

What is your favorite aspect of this product?

The helpdesk dashboard has task tabs, and not only is the LiveAgent interface easy to use and navigate, but it also gives me full control of all functionality too

What do you dislike most about this product?

I have a minor complaint about the rudimentary design of the LiveAgent mobile app. Despite this minor issue, LiveAgent has made customer support an effortless undertaking

What recommendations would you give to someone considering this product?

LiveAgent is a flexible and cost-effective platform suitable for companies of all sizes so it should not come as no surprise that it has excellent reputation with customers

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

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

Ralph R.

Affordable, well-structured help desk software

Likeliness to Recommend

Pros

Nancy R.

Easy to install and use

Likeliness to Recommend

Pros

Shelby S.

Cost-effective and superb functionality

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