An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do ...Read the full review
Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.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.
Starting from: $12.00/month
Pricing model: Freemium, One-time License, Subscription
Free Trial: Available (No Credit Card required)
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).
An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do it on a budget, this is the way to go.
Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.
Customer service is quick, the software is relatively simple to use and was live on our site within the first day. I'm personally not a fan of subscriptions per user as I don't believe that it offers good value for money but compared to other live chat services the cost is competitive.
I love this system, it is very easy to use. Wish there was a way to turn the sound off when answering tickets but other than that, it's great. Love the new merge into feature as well!
Great service throughout the years easy to use and access. Great for statistics and analysing staff performance.
Great Software and excellent support. They are available to help you out. Software is also great with so many great features. I am a developer and I liked working on it. Instant help. Instantly available features.
Easy to setup
Cannot think although themes must be available to edit
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering LiveAgent
themes must be available to edit
I have an IT support company and am looking to make a change for an improved ticketing system. I just today encountered this service. I am eager to test it out.
I think using this database is simply and organized. That is important when we are trying to respond to a customer in a timely manner.
I am using LA Desk Live Agent since 2012, when I switched after I tried many other products. Live Agent is simply the best live chat software available, because of its features and great support from Quality Unit Team. There are many updates released every month, and it it really important because the software is improved more and more. Are you looking for a Live Chat and Ticket software reliable and powerful? You found it! Francesco
Easy to use Many features Reliable Updated every almost every week
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Recommendations to others considering LiveAgent
Just a suggestion: I wish to see a VoIP SIP integration module
nice and easy to use with tons of features. Customer Support becomes more easy if the customers accept sending Mails not directly to the individual E-Mail address,