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LiveAgent Logo
QualityUnit

LiveAgent

8.2 /10
Category
LiveAgent
8.2 /10

What is LiveAgent?

LiveAgent help desk is the ultimate solution for providing excellent customer support. 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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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.

89 Likeliness to Recommend

96 Plan to Renew

90 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+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

92

Workflow and Approval Management

91

Role-Based Access

90

Cataloging

89

Bulk Actions

89

API Integration

89

Social Features

89

Rich Text Editor

88

Intelligent Search

87

Version Control

86

Multi-Language Support

85

Vendor Capability Ratings

Average 86

Breadth of Features

90

Ease of Data Integration

90

Ease of Implementation

89

Vendor Support

89

Quality of Features

88

Ease of IT Administration

88

Usability and Intuitiveness

86

Business Value Created

86

Ease of Customization

84

Product Strategy and Rate of Improvement

82

Availability and Quality of Training

79

LiveAgent Reviews

zein q.

  • Role: Sales Marketing
  • Industry: Communications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2024

It helps us capture and motivate customers.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent is amazingly complete. Easy to set up and easy to integrate with social media pages or communication systems. LiveAgent reports are amazing and comprehensive and contain details that show the speed of response and customer rating of the level of service.

What is your favorite aspect of this product?

LiveAgent provides speed in capturing interested customers and starting to ask them questions to enable them to reach the expected benefit. I love how it enables the customer to create a ticket easily, as LiveAgent works to display it directly on the main dashboard of the responsible member. I love how ticket notifications arrive quickly and how you can clarify from the cumulative record about the number of tickets received and the number of closed or suspended tickets.

What do you dislike most about this product?

There is no room for worry with LiveAgent, as its ability to capture customers from our pages and its speed in creating and referring tickets is worthy of appreciation.

What recommendations would you give to someone considering this product?

LiveAgent has contributed to creating an effective system for capturing interested customers on our pages, as well as existing customers to reach us easily, and it has also helped us measure customer satisfaction and understand their needs transparently.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Zoryel M.

  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Affordable Solution with Room for Improvement

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

competitive pricing

What is your favorite aspect of this product?

I like the audit logs and reporting features

What do you dislike most about this product?

I dont like that it computes the not rated ticket of the overall rating score of the agents. we had to manually compute positive vs negative ratings. Also sometimes there are bugs (showing active agents are adding to the chat slots but the agent is already offline, etc)

What recommendations would you give to someone considering this product?

If you're looking for a platform close to zendesk, this one is for you. Price is reasonable

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Christian R.

  • Role: C-Level
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2024

Great way to reach your onsite audience.

Likeliness to Recommend

8 /10

What differentiates LiveAgent from other similar products?

Like the KB and LiveChat combo

What is your favorite aspect of this product?

Misty the LiveChat on websites is great.

What do you dislike most about this product?

Having to log in every couple of weeks to keep the account live.

What recommendations would you give to someone considering this product?

Give it a shot. Does what it is supposed to do.

Pros

  • Trustworthy
  • Fair
  • Helps Innovate
  • Continually Improving Product

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