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QualityUnit

LiveAgent

Composite Score

8.2 /10

CX Score

8.3 /10

34 Reviews Write a Review

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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5 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2024

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.

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

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

Average 86

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

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

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

Latest Research

LiveAgent

What is LiveAgent?

Company Details

Need Assistance?

Awards & Recognition

2022 Data Quadrant Gold Medalist

LiveAgent Ratings

89 Likeliness to Recommend

95 Plan to Renew

1 Since last award

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.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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

Alejo J.

LiveAgent your trusted call center

Likeliness to Recommend

Pros

Ralph R.

Affordable, well-structured help desk software

Likeliness to Recommend

Pros

Nancy R.

Easy to install and use

Likeliness to Recommend

Pros

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1
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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