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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Reliable
- Enables Productivity
- Generous Negotitation
- Trustworthy
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Multiple File Type Support
Workflow and Approval Management
Role-Based Access
Cataloging
Bulk Actions
Social Features
API Integration
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
Ease of IT Administration
Quality of Features
Usability and Intuitiveness
Business Value Created
Ease of Customization
Product Strategy and Rate of Improvement
Availability and Quality of Training
LiveAgent Reviews
Hammad B.
- Role: Consultant
- Industry: Communications
- Involvement: Business Leader or Manager
Submitted Aug 2021
A complete ticketing solution
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
We have used Zendesk, Zoho Desk, and customized solutions.
What is your favorite aspect of this product?
It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure Live Agent and creating the macros, which is helpful. Moreover, the report which is generated from LA Desk is very detailed and helps us to track down employees' progress and productivity.
What do you dislike most about this product?
There is no such thing which we don't like about LA, however, there is always room for betterment, What we are expecting from LA; 1. When a response is given in against the ticket via a tag (e.g. #verified) then the status should be automatically updated in the Magento through a LA Desk as well. Order status modification must be linked together in order to ensure more productivity in less time. 3. SMS Integration should also be cover in the LA feature.
What recommendations would you give to someone considering this product?
The functionality this package offers is mind-blowing for our needs as medium-sized businesses! It was very easy to link my social media accounts, emails and set up a chat support system that shows up on my website and allows me to help my customers through a web browser or through my iPhone from anywhere in the world. I’m impressed!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Barney B.
- Role: Sales Marketing
- Industry: Construction
- Involvement: Business Leader or Manager
Submitted Aug 2021
Fast and Effective
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
Fast and Effective Live Agent has proved to be the best chat solution for our website, combining a wide range of features with unbeatable loading speeds. Aside from the range of features and functionality we switched chat providers and chose Live Agent on the basis of its market leading widget load speed. Since running with Live Agent, our overall site speed has improved, meeting one of our key objectives.
What is your favorite aspect of this product?
Speed of loading of the chat widget
What do you dislike most about this product?
Nothing comes to mind.
What recommendations would you give to someone considering this product?
Compare key performance stats across a number of different vendors before making a decision: i.e. conduct some comparative research
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Inspires Innovation
John C.
- Role: C-Level
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2021
Well established ticketing system
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
We manage support for different societies, so we wanted a multi-client ticketing system - which LIve Agent provides. I've not compared other solutions recently, but at the time we purchased, I was happy with the monthly fee and feature set. Now I'm familar with the software I'm very happy to continue using it.
What is your favorite aspect of this product?
Postponing tickets. This is useful for keeping track of tickets I've responded to but need to check the user understood the solution and it worked for the.
What do you dislike most about this product?
The UX is a bit dated, however, I've found the "Dark" panel theme to work the best for me.
What recommendations would you give to someone considering this product?
It's a mature, reliable product. Although they could improve the chat themes, you can do a lot in the software - including managing support tickets for multiple clients with customised e-signatures.
Pros
- Reliable
- Saves Time
- Respectful
- Performance Enhancing
Cons
- Slower Product Innovation
