I'm just beginning so still working out the kinks, but so far so good! It's very complex and with multiple users we are trying to still figure out the best system for our team and needs.Read the full review
A year ago we have installed Live Agent Desk to our company cloud. Since then, we made our daily tasks in Customer Service Team way easier. LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!Read the full review
GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.
Ticket - $12 Agent/Month
Ticket + Chat - $29 Agent/Month
All-inclusive - $39 Agent/Month
Downloadable licence (one-time-fee, 30-day money back guarantee, all support channels)
$11,950 (20 Agents included)
To improve satisfaction rates and strike more deals, businesses need to offer high-quality customer service. But in today’s digital environment, where face-to-face interactions are rare, it can be a challenge to provide the type of great support that customers and potential clients frequently demand. LiveAgent is working to provide organizations of all sizes with the tools they need to efficiently reach customers and handle support requests in real-time.
LiveAgent is multi-channel helpdesk software for businesses of all sizes, from one-man-operations all the way to large enterprises. By combining an all-in-one support ticket system with customer portals, universal inboxes, and built-in live chat software, LiveAgent is offering a way for organizations in every industry to provide better, faster, more organized customer support.
LiveAgent helps businesses thrive in customer service, with features like ticketing, ticket distribution, built-in live chat, Facebook ticketing, Twitter monitoring, reporting, built-in customer portals, and a call center integration with Twilio, all of which are designed to enable businesses to better organize their customer support and be available immediately when their customer seek help.
Through LiveAgent’s streamlined user interface, agents are able to respond to incoming emails, chats, phone calls, Facebook posts, and private messages 24/7. They can also monitor tweets that mention specific keywords or brand names. Its features are fully customizable, with no HTML coding required.
Businesses that utilize LiveAgent’s multi-channel helpdesk software benefit from better support, along with faster, more organized, and more consistent responses to customer queries. It can also increase customer satisfaction rates, which ultimately results in increased referrals and sales.
LiveAgent transforms every communication that comes into an organization into an active “ticket.” Tickets serve as communication threads between customers and support agents. They include all emails, live chats, phone calls, Facebook messages, and tweets, along with internal notes and other types of data related to the customer.
When customers contact your company, their communication is automatically transformed into tickets, each with its own reference number (ID). You’ll receive notification when new tickets have arrived, and you can login to the LiveAgent platform to communicate the status of the issue or request. As this status changes, you’ll move the ticket through the lifecycle, from “New,” to “Open,” “Answered,” “Resolved,” or “Postponed.”
Automatic ticket distribution ensures that all support agents receive optimal load, and certain agents are being given more work than they can handle. LiveAgent’s software can be customized to define how many tickets, chats, and phone calls individual support agents should receive in a given period of time. The software will then take these rules into account when routing tickets and automating phone duties.
Based on the rules your organization has setup, LiveAgent will distribute tickets evenly within your team. It may also assign tickets to specific agents based on ticket parameters, like events or topics. If you are assigned a ticket that you cannot resolve, LiveAgent will allow you to change the ownership of the ticket to a different department or agent.
Built-in support portals are the ultimate resource for customers. Businesses will appreciate the added tools for collecting feedback, spurring ideas for future development, and supporting customers 24/7. Designed to include knowledge bases, forum posts, and customer feedback, Customer Portals serve as an information hub when agents aren’t online.
Customize your own customer portal to fit in with the look and feel of your business website, including any company branding elements you have in place. Once your portal is up and running, with a robust knowledge base and community for customer interaction, you’ll be able to support customers even when your agents are offline.
Unlike other help desk platforms, which require businesses to rely on third-party chats, LiveAgent has developed its own built-in solution. The ability to chat live with customers in real-time is an important part of LiveAgent’s platform.
Adding a live chat feature to a website provides real-time convenience to customers, and it can also increase leads and sales by providing customers with immediate access to answers in the moments before they decide whether to click “Buy.” LiveAgent’s live chat feature saves telephone support costs and enables agents to support more customers at once, since multiple chats can be run simultaneously.
Businesses can’t improve on the customer service they currently offer without the types of detailed analytics that LiveAgent provides. Inside the Reports tab, agents can find everything from usage statistics and performance reports, all the way to customer satisfaction ratings and outgoing messages, chats, and calls.
Use LiveAgent’s analytics to improve the service your support team is offering to clients and customers. Reports can quickly be filtered by channel, tag, or agent, allowing you to see which of your employees has the highest overall performance rating. Reports can also be filtered by date, which is helpful when evaluating how your company’s satisfaction rates have changed over time.
LiveAgent offers a REST API for custom integrations. The company also has pre-made third-party integrations—including an integration with Zapier—to help with business automation.
LiveAgent offers two pricing options: cloud hosting and standalone licensing. Costs for cloud hosting start at $9 per agent, per month, for Ticketing and $14 per agent, per month, for Ticketing + Chat. An All-Inclusive plan is available for $19 per agent, per month. Starting packages include three agent seats. Businesses that opt for standalone pricing pay a one-time fee, with LiveAgent hosted on servers both in US (Texas) and EU (London).
I'm just beginning so still working out the kinks, but so far so good! It's very complex and with multiple users we are trying to still figure out the best system for our team and needs.
A year ago we have installed Live Agent Desk to our company cloud. Since then, we made our daily tasks in Customer Service Team way easier. LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!
Automated Ticket responses Live Chat Powerful API
There was a small problem with Live Agent API structure. We contacted their support them and they fixed everything.
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
I'm reviewing LADesk for my company. At the moment, side by side with Zendesk, it is meeting all our requirements (not few), for a lower price compared to the competitor. Their customer support looks incredibly responsible, I had all of my questions answered in minutes.
I have tried out several ticket systems out there, no of them game even close to what you can offer from a ticket system, and for a very low price. I also tried out your online chat support. Never actually liked them, but your chat support was AMAZING very helpful and skillful personnel.
We use it for our company website. Product features are rich but with some limitations. Incoming email setting is a bit complicated but we only use for live chatting anyway.
Liveagent is the best value for money - ultimate system with online chat, ticket system, phone support, social media. We appreciate reaction time, when we have questions.
I am using LiveAgent daily at my work and I am absolutely satisfied with its quality, functionality, overview and with helping me to do better my job. I am also satisfied with their customer service because when we need them, they are quick, very helpful and also very nice.
I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center. This application allowed us to end the old support system with a traditional inbox with our business growth it became a real enfère to do so followed by our record. This application has enabled us to greatly simplify our job.
I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center
I find disappointing mobile application, it is unfortunate that it does not support messages in HTML format
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
LiveAgent has been a great product to use so far. I use it solely for its ticketing functionality, but even so, it has been very useful for me. I was able to use LiveAgent's automation features to create a streamlined process of handling support tickets. LiveAgent's own support staff has been incredibly helpful. I've started a number of chats with them, and I always got the information I was looking for in a prompt and helpful fashion.
Wide range of automation options. simple user interface excellent support staff
Not all automation functions are available in all cases, as well as some inconsistency with the naming conventions of some rules. Minor spelling and grammatical errors within some text (English Language)
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering LiveAgent
With a bit of setup and a little effort, LiveAgent can be configured to suit nearly any need. I really like using it, and their support staff is very helpful. The developers really want to make LiveAgent great; they even accepted a suggestion I had for improving the rules for automation.
The issue tracker has good features, a clean look, and a flexible configuration. It is taking longer than expected to configure for use as an IT and Facilities Help Desk. Programs like Zendesk are much easier to use "off-the-shelf" for an IT help desk. However, LiveAgent is also more reasonably priced if you want a HIPAA BAA signed than its competitors.