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
Raul F.
- Role: C-Level
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Sep 2021
A complete and professional customer support suite
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
I find that the difference with LivaAgent is that it has a better integration with social media and also it is a very professional suite and mature product.
What is your favorite aspect of this product?
It is very customizable (color of the widget, time to appear, etc) and that I can also follow interactions of customers on social media (for example, if someone replies to a Facebook or Instagram post asking for more information). It has the option to handle emails as ticket, and the chat option transforms into an email form when out of the office.
What do you dislike most about this product?
I dislike that I have to long in everyday. We are an small team, so I wear many hats in the business. After a while, I stop log in each day into the app, and then shows out of the office. I wish it had automatic log in, and if there is some message, the app notifies me. I think this log in system is thought for keeping attendance control. For me this is not ideal.
What recommendations would you give to someone considering this product?
Liveagent it is a great tool. It is a mature and professional customer service tool. It may fit the need of some, but others, specially if customer service is just an small part of your daily work, would prefer a fresher widget design and a more casual solution. Any case, it is a great tool, and the one that I keep coming back after trying and failing with other alternatives.
Pros
- Reliable
- Inspires Innovation
- Client Friendly Policies
- Transparent
ADITYA R.
- Role: Industry Specific Role
- Industry: Consulting
- Involvement: End User of Application
Submitted Sep 2021
24x7 support, Easy to integrate with website & SM
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
The implementation of QualityUnit - LiveAgent has made the onboarding process for me very simple. With its help, now I can provide my clients 24x7 assistance. Having an integrated knowledge base has not only allowed my clients in solving their problems by allowing them to search for them in the customer portal. It is also very simple to integrate Live Agent with Social Media (SM) platforms, website,s and emails and providing support to the customers through website browser from the phone from anywhere
What is your favorite aspect of this product?
The customer service of Live Agent is simply unparalleled. It is easy to chat with the available agent and usually, my queries get resolved in less than 5 minutes. It also provides assurance to the customer that someone is there to help them whenever they are in need 24x7. Thus, customer service simply stunning.
What do you dislike most about this product?
Very Bulky online documentation process It is not easy to set it up for a non-technical user and requires continuous support of customer services to get installed which is really troublesome Limited scope of customization. Although it supports creating your own design with the implementation of CSS code, however, to do that a person must have experience in coding which not everyone has.
What recommendations would you give to someone considering this product?
Simply the setup process Work on boosting the customization and look & feel Decrease the reliance of the customer on support services by making it more user-friendly for non-technical users
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Alissa B.
- Role: C-Level
- Industry: Transportation
- Involvement: Business Leader or Manager
Submitted Sep 2021
This product has been an absolute game changer!
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
After trying several other products, LiveAgent has gone above and beyond my expectations. The product is easy to use, increases our client satisfaction and response time, and provides valuable data so my team can continuously improve. I appreciate the quick response time whenever I have a question.
What is your favorite aspect of this product?
Ease of tracking tickets and response time.
What do you dislike most about this product?
Inability to customize automated email addresses in order to reduce the possibility of a response ending up in a spam folder.
What recommendations would you give to someone considering this product?
Incorporate all team leaders from every department in the implementation process.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
