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.
+91 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
- Client's Interest First
- Generous Negotitation
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
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
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Dave H.
- Role: C-Level
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Aug 2021
Meets all my needs and supports all my clients
Likeliness to Recommend
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
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Quentin P.
- Role: C-Level
- Industry: Media
- Involvement: Vendor Selection and Purchasing
Submitted Aug 2021
It has everything I need, plus many extras.
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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