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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


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Awards & Recognition

LiveAgent won the following awards in the Knowledge Management category

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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


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
94%
Negotiation and Contract:
94%
Conflict Resolution:
92%
Strategy & Innovation:
85%
Service Experience:
89%

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?

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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

John C.

  • Role: C-Level
  • Industry: Healthcare
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2021

Well established ticketing system

Likeliness to Recommend

8 /10

What differentiates LiveAgent from other similar products?

We manage support for different societies, so we wanted a multi-client ticketing system - which LIve Agent provides. I've not compared other solutions recently, but at the time we purchased, I was happy with the monthly fee and feature set. Now I'm familar with the software I'm very happy to continue using it.

What is your favorite aspect of this product?

Postponing tickets. This is useful for keeping track of tickets I've responded to but need to check the user understood the solution and it worked for the.

What do you dislike most about this product?

The UX is a bit dated, however, I've found the "Dark" panel theme to work the best for me.

What recommendations would you give to someone considering this product?

It's a mature, reliable product. Although they could improve the chat themes, you can do a lot in the software - including managing support tickets for multiple clients with customised e-signatures.

Pros

  • Reliable
  • Saves Time
  • Respectful
  • Performance Enhancing

Cons

  • Slower Product Innovation

Bapti N.

  • Role: Student Academic
  • Industry: Education
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2021

You Will Find All the Features You Need

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

I provides more features at low price than other CRM s.

What is your favorite aspect of this product?

I love the ticket services.

What do you dislike most about this product?

I mobile app should support more features.

What recommendations would you give to someone considering this product?

You may use this for greater experiences.

Pros

  • Performance Enhancing
  • Trustworthy
  • Efficient Service
  • Saves Time

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