#1 most frequent
United States of America
37.7%194 installations of 514
What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions.
Categories & Use Cases
Media
1 / 4
Screenshot of Inside of Tickets
Top Performing Features
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8.2
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Areas for Improvement
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.9
Who Buys & Uses LiveAgent
#2 most frequent
Slovakia
6.6%34 installations of 514
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.2%32 installations of 514
Super Reliable Customer Service Software
Use Cases and Deployment Scope
Our customer support was a mess before LiveAgent came along. We were juggling too many things - emails, phone calls, social media - and it felt out of control. Customers were frustrated because issues took forever to resolve. Our team was stressed trying to keep up. It was chaos.LiveAgent changed everything. It brought all our communication into one organized system - no more hassling with different channels. Now customers connect with the right person quickly. Boring stuff like canned responses is automated so agents can focus on solving problems. The system even gives us reports to make our service better.With LiveAgent, things just flow better. Customers are happier getting fast, quality support. Our agents have tools that make their job easier instead of dealing with chaos. After 5 years, LiveAgent is still delivering harmony to our team. No more angry customers or overwhelmed agents. I can't imagine working without LA keeping everything smooth!
Pros
- Efficiency: Consolidated channels, streamlined ticketing, empowered agents.
- Happy Customers: Improved satisfaction, faster response times, consistent messaging.
- Data-driven Decisions: Valuable insights, actionable reports, trackable metrics.
- Exceptional Support: Responsive team, helpful resources, easy to use.
- It just works without any issues!!!
Cons
- The usability could be better. Some things are not obvious to find.
- I would be to improve the visual layout and organization of the software.
- The left sidebar menu feels a bit cluttered.
Other Software Used
Proactive Campaigns, Zoho Connect, Zapier
nice software that could still have improvements
Use Cases and Deployment Scope
We use LiveAgent in the team and receive our support tickets and customer inquiries there. We processed more than 30,000 tickets with it last year.
Pros
- Tracking tickets
- Involve several employees in the processing.
- Live Chat
Cons
- Sometimes the performance is very slow
- The answers to problem solutions are often very slow
Return on Investment
- it is an important tool for our success
Effective client support tool to manage multiple businesses in one single dashboard
Use Cases and Deployment Scope
It helps me to organize multiple prospect engagement points into an easy to use one single dashboard. Several productive options to categorized tickets and agent management. This allows me to provide excellent customer service no matter how our customers prefer to reach out via online and by phone. The reporting and analytics feature has also been incredibly helpful in tracking and improving our customer service performance.
Pros
- Organize multiple prospects engagement points into an easy to use one single dashboard
- Improving productivity of the service agents
- Improving our service performance using reporting and analytics
Cons
- Adding more integration options
- Introduce own chatbot
- Adding more themes to select
Most Important Features
- Offer multiple touchpoints for our prospects
- Organized easy management with one single dashboard
- Comprehensive analytics and reports
Return on Investment
- Optimal ticket response time
- Less training and productivity improvements
- More insights for decision making
Other Software Used
Sendinblue, GetResponse, HubSpot CRM, VistaCreate, AccuRanker, Serpstat
Liveagent had so many more uses than we expected!
Pros
- Custom forms
- Live chat
- Ticket system
Cons
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
Most Important Features
- Multi-user support
Return on Investment
- Very positive
Great product I'm using on multiple domains
Pros
- Custom Forms
- Livechat Support
Cons
- Keep livechat on my website as showing online without having to log in each time
Most Important Features
- custom forms
- use 1 account across multiple domains
- livechat on my website
Return on Investment
- Good reliable product on my business website
Alternatives Considered
Zendesk Chat (formerly Zopim)
