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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

Filter By

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

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

Justine T.

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

Validated Review

Verified Reviewer

Submitted Sep 2022

Great multi-channel ticketing system

Likeliness to Recommend

9 /10

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

Validated Review

Verified Reviewer

Submitted Jul 2022

Exceptional customer service software

Likeliness to Recommend

10 /10

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

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

Shelby S.

Cost-effective and superb functionality

Likeliness to Recommend

Pros

Justine T.

Great multi-channel ticketing system

Likeliness to Recommend

Pros

Christine M.

Exceptional customer service software

Likeliness to Recommend

Pros

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Title

1
Since last award

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