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
Justine T.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Sep 2022
Great multi-channel ticketing system
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
LiveAgent comes with several help desk features including its shared inbox, agent queues, and built-in reporting. It is easy to gather ticket and agent insights, look at trends, and understand customer needs
What is your favorite aspect of this product?
Agents can quickly scan the team inbox and assign themselves (or others) tickets. LiveAgent lets us build a library of canned replies for common requests that we insert into customer replies to save time
What do you dislike most about this product?
I would like more flexibility and customizability options to allow us fully align our help desk with our brand and the website
What recommendations would you give to someone considering this product?
I compliment LiveAgent's collaboration great collaboration tools, including agent ticket queues, that make ticket management clear
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Christine M.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jul 2022
Exceptional customer service software
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
It's like a smarter version of my email inbox. I view and answer every Ticket from LiveAgent's universal inbox. A ticket contains the complete stream of chats messages, emails, phone calls and messages from other communication channels.
What is your favorite aspect of this product?
LiveAgent automatically sorts our company communication into tickets so I easily find and review the history of every communication between me and the customer any time in the future
What do you dislike most about this product?
I find it a tedious process to change ownership of a ticket to a different department or even an individual agent because I have to configure cascading rules based on the ticket parameter or event
What recommendations would you give to someone considering this product?
Puts full customer support in your hands with mobile Android or iOS apps so you solve tickets and be more productive even on the road even if you provide support multiple in languages
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Bradley D.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2022
Great customer service and simple ticketing soft
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.
What is your favorite aspect of this product?
It has allowed us to segment our clients and better serve those who require assistance, and it has facilitated the creation of individualized support forms, which has facilitated the tracking and resolution of problems. Additionally, as a result of our increased productivity, we have been able to save both time and money. We are relieved that LiveAgent employs a new spam filter since it means that we will finally get emails from all of our customers.
What do you dislike most about this product?
Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.
What recommendations would you give to someone considering this product?
If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.
Pros
- Helps Innovate
- Enables Productivity
- Effective Service
- Saves Time
