LiveAgent Reviews

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127 Ratings
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Score 9.4 out of 100

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Reviews (1-4 of 4)

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April 16, 2019
Hammad Bin Idrees | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Usability

8
I have been using Live Agent since more than year. I have tested other help desk systems too before implementing LA. I found LA better system as compare to other help desk system.
Read Hammad Bin Idrees's full review
January 21, 2016
Luis McDonnell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Usability

9
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.
Read Luis McDonnell's full review

Feature Scorecard Summary

Organize and prioritize service tickets (47)
9.3
Expert directory (41)
8.0
Subscription-based notifications (37)
9.0
ITSM collaboration and documentation (32)
8.0
Ticket creation and submission (49)
9.5
Ticket response (49)
9.4
External knowledge base (41)
8.8
Internal knowledge base (38)
9.3
Customer portal (44)
9.2
IVR (23)
8.5
Social integration (43)
8.6
Email support (44)
9.4
Help Desk CRM integration (37)
8.0

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions.

LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage of its customer segmentation, automation, built-in CRM, and a powerful analytics package, as well as gamification features. They invite users to discover over 175+ help desk features, and 40+ integrations. The vendor states users can join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service with LiveAgent.

LiveAgent is a web-based application but is also available on iOS and Android, and is suitable for businesses of all sizes. A free 14-day trial is available, with no contracts and no credit card required.



Categories:  Contact Center,  Live Chat,  Help Desk

LiveAgent Features

Incident and problem management Features

Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management

Self Help Community Features

Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Has featureQ and A
Has featureSurveys/polls

Multi-Channel Help Features

Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

LiveAgent Screenshots

LiveAgent Videos (2)

LiveAgent Downloadables

LiveAgent Integrations

LiveAgent Competitors

LiveAgent Pricing

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No
On-premise EditionPricing DetailsTerms
Downloadable licence11,95020 agents
SaaS EditionPricing DetailsTerms
Ticket$15per agent
Ticket+Chat$29per agent
All-inclusive$39per agent

LiveAgent Customer Size Distribution

Consumers
20%
Small Businesses (1-50 employees)
65%
Mid-Size Companies (51-500 employees)
10%
Enterprises (> 500 employees)
5%

LiveAgent Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

LiveAgent Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: online app
Mobile Application:Apple iOS, Android
Supported Languages: Arabic, Catalan, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Modern Greek (1453-), Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese

Frequently Asked Questions

What is LiveAgent's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 9.5.

Who uses LiveAgent?

The most common users of LiveAgent are from Small Businesses and the Information Technology & Services industry.