QualityUnit

LiveAgent

Composite Score

8.2 /10

CX Score

8.3 /10

34 Reviews Write a Review

Claim Software

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

Dave H.

Role: C-Level
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Meets all my needs and supports all my clients

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

Wide variety of features so that I am confident that the software will grow with my business requirements. I also appreciate the consistent but well aligned support for the product growth. My previous software began adding features and interface changes that caused frequent learning curves. I need software like this - it works the way I expect every time I need it. That keeps my time efficient and use seamless.

What is your favorite aspect of this product?

I find the canned responses very useful. Most FAQ's from clients are addressed with a few clicks but still maintain personalization.

What do you dislike most about this product?

I've had occasional issues with email notifications dropping. As I do not have full time dedicated helpdesk staff it is important that I am notified each time a request is received.

What recommendations would you give to someone considering this product?

As with any client support software, consider the actual needs of your users over the features of LiveAgent. Don't be tempted to implement all the support options this software provides until you have a clear and stable sense of your clients' support needs.

Pros

Performance Enhancing
Enables Productivity
Generous Negotitation
Over Delivered

Kevin O.

Role: C-Level
Industry: Media
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2021

Enhances customer service and ensures loyalty

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Live Agent has excellent customization options and is very flexible in adapting to unique operational circumstances.

What is your favorite aspect of this product?

My favorite aspect of Live Agent is the white labeling aspect because it presents my business as highly professional.

What do you dislike most about this product?

The user interface is so comprehensive it can confuse when configuring. Once configured, the software works great and is easy to understand.

What recommendations would you give to someone considering this product?

Save yourself time by putting this product on your shortlist in the first instance. Then you will have your benchmark for comparing other contenders for your customer support.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Quentin P.

Role: C-Level
Industry: Media
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Aug 2021

It has everything I need, plus many extras.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Prior to LiveAgent, I'd been using a variety of ways to track customer support. This one piece of software did it all, so now support is contained in a single area with multiple agent access.

What is your favorite aspect of this product?

Simple to set up (insert Javascript on site - job done). Integrates with my business email, so everything is in one place. Online chat widget as well as contact us interactive buttons. LiveAgent is massively functional, which I love, although some graphics might help (but at the cost of screen real estate I suspect).

What do you dislike most about this product?

Maybe the UI could be a little prettier, but then again it does exactly what it's meant to do, and there's no clutter.

What recommendations would you give to someone considering this product?

Setup is really simple. Place the supplied javascript file on your site, connect your email, add a chat bot, add your customer support staff as agents and you're off to the races.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Dave H.

Meets all my needs and supports all my clients

Likeliness to Recommend

Pros

Kevin O.

Enhances customer service and ensures loyalty

Likeliness to Recommend

Pros

Quentin P.

It has everything I need, plus many extras.

Likeliness to Recommend

Pros

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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