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QualityUnit

LiveAgent

Composite Score
8.2 /10
CX Score
8.3 /10
Category
LiveAgent
8.2 /10

What is LiveAgent?

LiveAgent is help desk software which helps you to increase satisfaction, profits and reduce time you spend on email 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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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

95 Plan to Renew

1
Since last award

90 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+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
  • Trustworthy

Feature Ratings

Average 87

Multiple File Type Support

93

Workflow and Approval Management

91

Role-Based Access

89

Cataloging

89

Bulk Actions

89

Social Features

89

API Integration

88

Rich Text Editor

88

Intelligent Search

87

Version Control

86

Multi-Language Support

86

Vendor Capability Ratings

Average 86

Breadth of Features

90

Ease of Data Integration

90

Ease of Implementation

89

Vendor Support

88

Ease of IT Administration

88

Quality of Features

88

Usability and Intuitiveness

86

Business Value Created

86

Ease of Customization

83

Product Strategy and Rate of Improvement

82

Availability and Quality of Training

79

LiveAgent Reviews

Dave H.

  • Role: C-Level
  • Industry: Education
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2021

Meets all my needs and supports all my clients

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

Wide variety of features so that I am confident that the software will grow with my business requirements. I also appreciate the consistent but well aligned support for the product growth. My previous software began adding features and interface changes that caused frequent learning curves. I need software like this - it works the way I expect every time I need it. That keeps my time efficient and use seamless.

What is your favorite aspect of this product?

I find the canned responses very useful. Most FAQ's from clients are addressed with a few clicks but still maintain personalization.

What do you dislike most about this product?

I've had occasional issues with email notifications dropping. As I do not have full time dedicated helpdesk staff it is important that I am notified each time a request is received.

What recommendations would you give to someone considering this product?

As with any client support software, consider the actual needs of your users over the features of LiveAgent. Don't be tempted to implement all the support options this software provides until you have a clear and stable sense of your clients' support needs.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Generous Negotitation
  • Over Delivered

Kevin O.

  • Role: C-Level
  • Industry: Media
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2021

Enhances customer service and ensures loyalty

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Live Agent has excellent customization options and is very flexible in adapting to unique operational circumstances.

What is your favorite aspect of this product?

My favorite aspect of Live Agent is the white labeling aspect because it presents my business as highly professional.

What do you dislike most about this product?

The user interface is so comprehensive it can confuse when configuring. Once configured, the software works great and is easy to understand.

What recommendations would you give to someone considering this product?

Save yourself time by putting this product on your shortlist in the first instance. Then you will have your benchmark for comparing other contenders for your customer support.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Quentin P.

  • Role: C-Level
  • Industry: Media
  • Involvement: Vendor Selection and Purchasing
Validated Review
Verified Reviewer

Submitted Aug 2021

It has everything I need, plus many extras.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Prior to LiveAgent, I'd been using a variety of ways to track customer support. This one piece of software did it all, so now support is contained in a single area with multiple agent access.

What is your favorite aspect of this product?

Simple to set up (insert Javascript on site - job done). Integrates with my business email, so everything is in one place. Online chat widget as well as contact us interactive buttons. LiveAgent is massively functional, which I love, although some graphics might help (but at the cost of screen real estate I suspect).

What do you dislike most about this product?

Maybe the UI could be a little prettier, but then again it does exactly what it's meant to do, and there's no clutter.

What recommendations would you give to someone considering this product?

Setup is really simple. Place the supplied javascript file on your site, connect your email, add a chat bot, add your customer support staff as agents and you're off to the races.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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