Latest Research


This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)
LiveAgent Logo
LiveAgent Logo
QualityUnit

LiveAgent

Composite Score
8.2 /10
CX Score
8.3 /10
Category
LiveAgent
8.2 /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.

+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
3% Neutral
93% 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

89

Bulk Actions

89

Cataloging

89

Social Features

89

API Integration

88

Rich Text Editor

88

Intelligent Search

87

Version Control

86

Multi-Language Support

86

Vendor Capability Ratings

Average 86

Breadth of Features

90

Ease of Data Integration

90

Ease of Implementation

89

Vendor Support

88

Ease of IT Administration

88

Quality of Features

88

Usability and Intuitiveness

86

Business Value Created

86

Ease of Customization

83

Product Strategy and Rate of Improvement

82

Availability and Quality of Training

79

LiveAgent Reviews

Harish a.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2024

Best Ticketing and chat support platform

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

Its Ticketing features which enables easy to use and centralized dashboard helps to know the priority of the ticket raised by customer and its support collision feature helps to work only one person with the ticket helping to save resources.

What is your favorite aspect of this product?

Live Agent as  all-in-one help desk solution, combining email, live chat, phone assistance, social media, and ticketing on a one platform.

What do you dislike most about this product?

When compared to other enterprise-level customer support solutions, Live Agent lack in advanced AI capabilities and functionalities.

What recommendations would you give to someone considering this product?

Live agent provides best support and resolves the tickets quickly . It has a multiple channel support which helps to user to take support from any of the channel like email, messages, social platforms.

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

Manos C.

  • Role: Operations
  • Industry: Gaming and Hospitality
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2024

Cheat but lack of features. Good for small orgs.

Likeliness to Recommend

6 /10

What differentiates LiveAgent from other similar products?

Easy to use and cheap.

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

No updates on features and integrations

What recommendations would you give to someone considering this product?

Get something better if you are within budget

Pros

  • Reliable
  • Security Protects
  • Enables Productivity
  • Trustworthy

Cons

  • Inhibits Innovation
  • Charges for Enhancements
  • Slower Product Innovation

Mattaparthi r.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2024

Fantastic live support with equally knowledgeable

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

It Provides solutions for most frequent questions in its knowledge base which helps us to self support for the problem and we can also connect with the live support if still the problem didn't solved.

What is your favorite aspect of this product?

As it available in multi languages with multiple message channels where we can easily contact support from any kind of this channels and we can resolve the problem quickly.

What do you dislike most about this product?

Sometimes when we integrate live agent with our applications even though we don't use certain features it will be priced .

What recommendations would you give to someone considering this product?

It has a powerful capability of providing support and using its adaptable knowledge base and live support we can solve the problem quickly and easily. So choosing live agent for your organizational needs will improve your productivity faster.

Pros

  • Enables Productivity
  • Efficient Service
  • Inspires Innovation
  • Caring

Most Popular LiveAgent Comparisons

Visit our IT Crisis Response Resource Center
Over 100 analysts waiting to take your call right now: +1 (703) 340 1171