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
Edvinas B.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Sep 2021
Easy to use, standard features
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
It's quite easy to implement and manage, especially at account level (accesses). It also has its own unique UX/UI design, which is easy to use.
What is your favorite aspect of this product?
Easy to use, anyone can learn to do that
What do you dislike most about this product?
Quite hard to get necessary updates or to customise it.
What recommendations would you give to someone considering this product?
It's easy to use and implement, it has quite standard features for a good price.
Pros
- Enables Productivity
- Saves Time
- Respectful
- Trustworthy
Cons
- Commodity Features
- Security Frustrates
Arnas K.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Sep 2021
Great product for a fraction of the usual price
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
Like I've mentioned in my 2017 review, still, the main selling point is amazing value for the price. It's definitely a good tool and you simply cannot find anything close in this price range.
What is your favorite aspect of this product?
Great integrations with various sources (social media, email etc)
What do you dislike most about this product?
The worst part is easily the interface. It could be improved to be more modern and intuitive. It's not too terrible but I think it's the worst part of the software.
What recommendations would you give to someone considering this product?
Make sure that Live Agent has all the integrations that you need. Do a proper onboarding for your customer service agents to quickly start using the live agent desk.
Pros
- Generous Negotitation
- Saves Time
- Respectful
- Friendly Negotiation
Cons
- Less Efficient Service
- Charges for Enhancements
Maddie P.
- Role: C-Level
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Aug 2021
Easy to use helpdesk option for customer support
Likeliness to Recommend
What differentiates LiveAgent from other similar products?
I switched our company helpdesk over to Live Agent about a year ago simply because of the easy-to-use features it includes for a price that can't be beat. The ability to create canned messages to use as templates for our responses was the main reason we switched, but we've since realized Live Agent offers other features we hadn't even thought of using prior to switching, but that we use daily now. Just one example is being able to categorize tickets with tags making it really easy to keep track of common themes popping up in your customer service tickets. 10/10 recommend switching to LiveAgent.
What is your favorite aspect of this product?
The ability to create tags to keep track of customer conversations helps organize and gauge where we need to focus to better our customer experience.
What do you dislike most about this product?
I really wish we had the option to integrate social media messages consistently. There is a plugin for Facebook, but it's inconsistent and not dependable. Hope to see a more robust feature for integrating social media messages in the future.
What recommendations would you give to someone considering this product?
It's an incredibly easy software to implement.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Security Protects
Cons
- Charges for Enhancements
- Less Generous
- Under Delivered
