What users are saying about
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Top Rated
120 Ratings
14 Ratings

LiveAgent

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Top Rated
120 Ratings
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Score 9.5 out of 100
14 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

LiveAgent

LiveAgent is well-suited for having a range of members in a company online and having the opportunity to utilize their strengths for the greater good of the customer's experience and the company's overall success. Bus2alps has customer service representatives online to work with guests who have already purchased our trips and have questions about their upcoming experiences. We also have sales representatives online who are able to work with guests who are searching for trips but haven't booked with us yet, and they are the experts with our products and with making sales. We also have members of our guide team who operate the trips online, so when guests have a specific question about an upcoming trip that the customer service team may not know, LiveAgent's ability to transfer a chat to another online agent has proven incredibly useful in answering the guest's query as quickly and accurately as possible. Our customers are receiving comprehensive, dynamic service to meet their needs.
Shelby Wischan | TrustRadius Reviewer

RingDNA

Keep in mind that it is essential to be able to contact customers directly and thus maintain feedback that allows you to know what they really want, user experience and quality of product or service. That is why I would definitely recommend at least giving this software a try and see if it can be profitable for you to scale further with your clients.
Stella Olsson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveAgent
8.8
RingDNA
Organize and prioritize service tickets
LiveAgent
9.2
RingDNA
Expert directory
LiveAgent
7.9
RingDNA
Subscription-based notifications
LiveAgent
9.0
RingDNA
ITSM collaboration and documentation
LiveAgent
8.1
RingDNA
Ticket creation and submission
LiveAgent
9.5
RingDNA
Ticket response
LiveAgent
9.4
RingDNA

Self Help Community

LiveAgent
9.1
RingDNA
External knowledge base
LiveAgent
8.8
RingDNA
Internal knowledge base
LiveAgent
9.4
RingDNA

Multi-Channel Help

LiveAgent
8.7
RingDNA
Customer portal
LiveAgent
9.2
RingDNA
IVR
LiveAgent
8.4
RingDNA
Social integration
LiveAgent
8.6
RingDNA
Email support
LiveAgent
9.3
RingDNA
Help Desk CRM integration
LiveAgent
7.8
RingDNA

Preview Dialer

LiveAgent
RingDNA
9.0
Contact preview
LiveAgent
RingDNA
8.3
Dialer-CRM integration
LiveAgent
RingDNA
9.3
Call notes & tags
LiveAgent
RingDNA
9.5
Automatic call logging
LiveAgent
RingDNA
9.1

Core Dialer

LiveAgent
RingDNA
8.8
Outbound dialing
LiveAgent
RingDNA
9.1
Inbound routing
LiveAgent
RingDNA
8.7
Click-to-call
LiveAgent
RingDNA
9.1
Recorded voicemail drop
LiveAgent
RingDNA
9.0
Dialer contact import
LiveAgent
RingDNA
8.6
Campaign & list management
LiveAgent
RingDNA
8.2

Call Follow-up and Quality Assurance

LiveAgent
RingDNA
8.5
Follow-up calls
LiveAgent
RingDNA
8.4
Dialer reporting & analytics
LiveAgent
RingDNA
8.6

Pros

LiveAgent

  • It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
  • Low on pricing.
  • You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
  • The user-friendly application.
Hammad Bin Idrees | TrustRadius Reviewer

RingDNA

  • Local Dialer is efficient and reliable.
  • We don't have to dial the number manually; it picks them up automatically from the browser.
  • Ability to save notes, set reminders, and tasks directly from DNA.
Omer Yaqoob | TrustRadius Reviewer

Cons

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul | TrustRadius Reviewer

RingDNA

  • Needs have more flexibility with cadencing
  • More control over time zone dialing.
  • Creating a feature that avoids duplicate phone numbers, clients, contacts, etc. from being created.
Shanna Kostopulos | TrustRadius Reviewer

Likelihood to Renew

LiveAgent

LiveAgent 9.2
Based on 4 answers
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Šarūnė Šaulytė | TrustRadius Reviewer

RingDNA

RingDNA 10.0
Based on 1 answer
Our company is very happy with RingDNA and our experience with using it only continues to improve over time.
Shanna Kostopulos | TrustRadius Reviewer

Usability

LiveAgent

LiveAgent 8.0
Based on 4 answers
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Luis McDonnell | TrustRadius Reviewer

RingDNA

RingDNA 9.0
Based on 3 answers
I can say that this platform has been a great help from the beginning of the implementation and has helped exponentially to grow as a company. At no time have we had problems at the beginning or any confusion when using this software for the first time, it has always been very easy to use its interface and tool. In case we don't know something, technical support has always been helpful.
Stella Olsson | TrustRadius Reviewer

Support Rating

LiveAgent

LiveAgent 9.3
Based on 28 answers
Our needs are very minimal, and LiveAgent meets our needs very well. We take comfort in knowing that as we expand, we have a resource that has the features we can take advantage of in the future without jumping over to another platform.
Brian 🎬 Kelly | TrustRadius Reviewer

RingDNA

RingDNA 8.3
Based on 7 answers
It fulfills our requirements for what we were looking for among the products available in the market. They have given demos so well and address all of our issues very well. They also quoted the best price for what we had in mind. Overall, it helps us zero in on our search with all the requirements and budget in mind.
Siddarth Upadhya | TrustRadius Reviewer

Implementation Rating

LiveAgent

LiveAgent 9.1
Based on 4 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Luis McDonnell | TrustRadius Reviewer

RingDNA

No score
No answers yet
No answers on this topic

Alternatives Considered

LiveAgent

Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Federico Valverde Cabrera | TrustRadius Reviewer

RingDNA

The ease of use and calling make RingDNA stand out against other products I've tried. I like how quickly you can connect to Salesforce for a call. I think other products for call lists are pretty comparable. I'm sure more have a local presence now, but that was my first exposure and a great value add.
Anonymous | TrustRadius Reviewer

Return on Investment

LiveAgent

  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Alissa Burch | TrustRadius Reviewer

RingDNA

  • Our teams became more efficient in reaching out prospects.
  • All the notes gets logged on SFDC in one click, which saves a lot of time.
  • SFDC synced reminders made our life easier in order to keep track of the workflow.
Omer Yaqoob | TrustRadius Reviewer

Screenshots

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$91
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

RingDNA

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

RingDNA Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveAgent
9.5
RingDNA
8.9

Likelihood to Renew

LiveAgent
9.2
RingDNA
10.0

Usability

LiveAgent
8.0
RingDNA
9.0

Support Rating

LiveAgent
9.3
RingDNA
8.3

Implementation Rating

LiveAgent
9.1
RingDNA

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