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

gunda s.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

Best Live support and self support

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

Other Support software's usually asks lot of questions to reach customer support but Live agent tracks your level of problem and if it is complex it helps by providing immediate live support .

What is your favorite aspect of this product?

It helps to provide live support so quickly and there knowledge base helps to solve the complex problems by ourselves.

What do you dislike most about this product?

At times it is difficult to get live support when it is out of business hours based on our region and also providing offline guide or support will really helpful.

What recommendations would you give to someone considering this product?

Live agent enables great customer interaction with live support and it provides services in many channels which helps customer to connect in any way that they are comfortable with.

Pros

Helps Innovate
Enables Productivity
Trustworthy
Efficient Service

Mattaparthi r.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2024

Fantastic live support with equally knowledgeable

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

It Provides solutions for most frequent questions in its knowledge base which helps us to self support for the problem and we can also connect with the live support if still the problem didn't solved.

What is your favorite aspect of this product?

As it available in multi languages with multiple message channels where we can easily contact support from any kind of this channels and we can resolve the problem quickly.

What do you dislike most about this product?

Sometimes when we integrate live agent with our applications even though we don't use certain features it will be priced .

What recommendations would you give to someone considering this product?

It has a powerful capability of providing support and using its adaptable knowledge base and live support we can solve the problem quickly and easily. So choosing live agent for your organizational needs will improve your productivity faster.

Pros

Enables Productivity
Efficient Service
Inspires Innovation
Caring

Saskia M.

Role: Sales Marketing
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2023

Most important resource for helping our customers

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

In general we've had a great time with LiveAgent. The wide feature set and integration with our other systems has allowed us to provide significantly more efficient client service. We have observed an increase in customer satisfaction since using LiveAgent, and we would recommend it to anybody looking for a user-friendly and comprehensive chat solution.

What is your favorite aspect of this product?

LiveAgent provides a full set of features to help you manage your website's live chat services. Favorite features include pinpointing the user's physical position and automatically inviting them to chat while they explore your site in real time.

What do you dislike most about this product?

We need additional customization choices for the Knowledge Base and the various conversation windows. It would be great if I could also purchase ticket filters online. But it's nothing big.

What recommendations would you give to someone considering this product?

LiveAgent may be easily integrated into your business in order to facilitate client communication with your support staff. Your support staff will have no trouble using the platform to provide excellent customer service.

Pros

Helps Innovate
Reliable
Performance Enhancing
Respectful

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

gunda s.

Best Live support and self support

Likeliness to Recommend

Pros

Mattaparthi r.

Fantastic live support with equally knowledgeable

Likeliness to Recommend

Pros

Saskia M.

Most important resource for helping our customers

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