QualityUnit

LiveAgent

8.2 /10

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.

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

+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

zein q.

Role: Sales Marketing
Industry: Communications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2024

It helps us capture and motivate customers.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent is amazingly complete. Easy to set up and easy to integrate with social media pages or communication systems. LiveAgent reports are amazing and comprehensive and contain details that show the speed of response and customer rating of the level of service.

What is your favorite aspect of this product?

LiveAgent provides speed in capturing interested customers and starting to ask them questions to enable them to reach the expected benefit. I love how it enables the customer to create a ticket easily, as LiveAgent works to display it directly on the main dashboard of the responsible member. I love how ticket notifications arrive quickly and how you can clarify from the cumulative record about the number of tickets received and the number of closed or suspended tickets.

What do you dislike most about this product?

There is no room for worry with LiveAgent, as its ability to capture customers from our pages and its speed in creating and referring tickets is worthy of appreciation.

What recommendations would you give to someone considering this product?

LiveAgent has contributed to creating an effective system for capturing interested customers on our pages, as well as existing customers to reach us easily, and it has also helped us measure customer satisfaction and understand their needs transparently.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zoryel M.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2024

Affordable Solution with Room for Improvement

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

competitive pricing

What is your favorite aspect of this product?

I like the audit logs and reporting features

What do you dislike most about this product?

I dont like that it computes the not rated ticket of the overall rating score of the agents. we had to manually compute positive vs negative ratings. Also sometimes there are bugs (showing active agents are adding to the chat slots but the agent is already offline, etc)

What recommendations would you give to someone considering this product?

If you're looking for a platform close to zendesk, this one is for you. Price is reasonable

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Christian R.

Role: C-Level
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Great way to reach your onsite audience.

Likeliness to Recommend

8 /10

What differentiates LiveAgent from other similar products?

Like the KB and LiveChat combo

What is your favorite aspect of this product?

Misty the LiveChat on websites is great.

What do you dislike most about this product?

Having to log in every couple of weeks to keep the account live.

What recommendations would you give to someone considering this product?

Give it a shot. Does what it is supposed to do.

Pros

Trustworthy
Fair
Helps Innovate
Continually Improving Product

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

zein q.

It helps us capture and motivate customers.

Likeliness to Recommend

Pros

Zoryel M.

Affordable Solution with Room for Improvement

Likeliness to Recommend

Pros

Christian R.

Great way to reach your onsite audience.

Likeliness to Recommend

Pros

Most Popular LiveAgent Comparisons

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Freshdesk

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Guru

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