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

Edvinas B.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Easy to use, standard features

Likeliness to Recommend

8 /10

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

Validated Review

Verified Reviewer

Submitted Sep 2021

Great product for a fraction of the usual price

Likeliness to Recommend

9 /10

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

Validated Review

Verified Reviewer

Submitted Aug 2021

Easy to use helpdesk option for customer support

Likeliness to Recommend

9 /10

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

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

Edvinas B.

Easy to use, standard features

Likeliness to Recommend

Pros

Cons

Arnas K.

Great product for a fraction of the usual price

Likeliness to Recommend

Pros

Cons

Maddie P.

Easy to use helpdesk option for customer support

Likeliness to Recommend

Pros

Cons

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1
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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