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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


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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


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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

gunda s.

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

Submitted Jan 2024

Best Live support and self support

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

Other Support software's usually asks lot of questions to reach customer support but Live agent tracks your level of problem and if it is complex it helps by providing immediate live support .

What is your favorite aspect of this product?

It helps to provide live support so quickly and there knowledge base helps to solve the complex problems by ourselves.

What do you dislike most about this product?

At times it is difficult to get live support when it is out of business hours based on our region and also providing offline guide or support will really helpful.

What recommendations would you give to someone considering this product?

Live agent enables great customer interaction with live support and it provides services in many channels which helps customer to connect in any way that they are comfortable with.

Pros

  • Helps Innovate
  • Enables Productivity
  • Trustworthy
  • Efficient Service

Mohammed S.

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

Submitted Jan 2024

A multi channeled live interaction support.

Likeliness to Recommend

9 /10

What differentiates LiveAgent from other similar products?

It uses a powerful ticketing feature where it helps us to prioritize, categorize the ticket raised by user. Moreover it has a multi channel support which helps to communicate to support easily from any channel.

What is your favorite aspect of this product?

It has a deep knowledge base which allows us to get the solution on our own and it connects to support easily in less time without any delays.

What do you dislike most about this product?

Providing more languages will improve the various people to interact more with support.

What recommendations would you give to someone considering this product?

Live agent unique capability to provide support and incredible ticket system helps your organization to saves so much of the cost cuttings by using its AI , automate, Knowledge base features.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Kedar K.

  • Role: Industry Specific Role
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2023

A standalone and especial Help Desk Software.

Likeliness to Recommend

10 /10

What differentiates LiveAgent from other similar products?

LiveAgent increases customers satisfaction level. It's possible to generate new qualified leads with LiveAgent. It's has a dedicated customer support team that offers support services 24/7.

What is your favorite aspect of this product?

It's possible to manage customers quieries and resolve their complaints with LiveAgent. It's possible to communicate and engage with our customers through live chat feature across multiple communication channels with LiveAgent. It's simple to create tickets with this tool. It streamlines customer support services.

What do you dislike most about this product?

My experience with LiveAgent has been outstanding and remarkable thus I have nothing to regret.

What recommendations would you give to someone considering this product?

It's a ticket management and help desk solution that every organization needs to have.

Pros

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

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