LiveAgent Logo
LiveAgent Logo
QualityUnit

LiveAgent

Composite Score
8.3 /10
CX Score
8.4 /10
Category
LiveAgent
8.3 /10

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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

LiveAgent won the following awards in the Knowledge Management category

Filter By

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


{y}
{name}

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?

4% Negative
2% Neutral
94% Positive

Pros

  • Reliable
  • Enables Productivity
  • Client's Interest First
  • Generous Negotitation

Feature Ratings

Average 87

Multiple File Type Support

93

Workflow and Approval Management

91

Role-Based Access

90

Cataloging

90

Bulk Actions

90

Social Features

89

API Integration

89

Rich Text Editor

89

Intelligent Search

88

Version Control

87

Multi-Language Support

86

Vendor Capability Ratings

Average 87

Breadth of Features

91

Ease of Data Integration

90

Ease of Implementation

90

Vendor Support

89

Ease of IT Administration

88

Quality of Features

88

Usability and Intuitiveness

87

Business Value Created

86

Ease of Customization

84

Product Strategy and Rate of Improvement

82

Availability and Quality of Training

80

LiveAgent Reviews

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

Hammad B.

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

Submitted Aug 2021

A complete ticketing solution

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

We have used Zendesk, Zoho Desk, and customized solutions.

What is your favorite aspect of this product?

It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure Live Agent and creating the macros, which is helpful. Moreover, the report which is generated from LA Desk is very detailed and helps us to track down employees' progress and productivity.

What do you dislike most about this product?

There is no such thing which we don't like about LA, however, there is always room for betterment, What we are expecting from LA; 1. When a response is given in against the ticket via a tag (e.g. #verified) then the status should be automatically updated in the Magento through a LA Desk as well. Order status modification must be linked together in order to ensure more productivity in less time. 3. SMS Integration should also be cover in the LA feature.

What recommendations would you give to someone considering this product?

The functionality this package offers is mind-blowing for our needs as medium-sized businesses! It was very easy to link my social media accounts, emails and set up a chat support system that shows up on my website and allows me to help my customers through a web browser or through my iPhone from anywhere in the world. I’m impressed!

Pros

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

Barney B.

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

Submitted Aug 2021

Fast and Effective

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

Fast and Effective Live Agent has proved to be the best chat solution for our website, combining a wide range of features with unbeatable loading speeds. Aside from the range of features and functionality we switched chat providers and chose Live Agent on the basis of its market leading widget load speed. Since running with Live Agent, our overall site speed has improved, meeting one of our key objectives.

What is your favorite aspect of this product?

Speed of loading of the chat widget

What do you dislike most about this product?

Nothing comes to mind.

What recommendations would you give to someone considering this product?

Compare key performance stats across a number of different vendors before making a decision: i.e. conduct some comparative research

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Inspires Innovation

Most Popular LiveAgent Comparisons