LiveAgent Reviews & Pricing
by LiveAgent | Founded 2011, Bratislava, Slovakia
Categories:
- Live Chat Software
- AI Chatbots
- Chatbot Platforms
- Chatbot Software
- Chatbots For Support
- Conversational AI Platforms
- Customer Service Software
- Email Ticketing Systems
- Help Desk CRM Software
- Help Desk Software
- Help Desk Software For Schools
- Issue Tracking Software
- Knowledge Management Software
- Live Chat For Customer Service & Support
- Online Help Desk Software
- Remote Help Desk Software
- Service Request Software
- Ticketing Software
What is LiveAgent?
Industry Specialties: All industries
LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox.
LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
PRICE
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COMPANY SIZE
DEPLOYMENT
PLATFORM
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Product Screenshots and Videos
LiveAgent Pricing
Based on our most recent analysis, LiveAgent pricing starts at $9 (Per Agent, Monthly).
- Price
- $$$$$
- Starting From
- $9
- Pricing Model
- Per Agent, Monthly
- Free Trial
- Yes, Request for Free
Training Resources
LiveAgent is supported with the following types of training:
- Documentation
- In Person
- Live Online
- Videos
- Webinars
Support
The following support services are available for LiveAgent:
- Phone
- Chat
- FAQ
- Forum
- Help Desk
- Knowledge Base
- Tickets
- Training
- 24/7 Live Support
LiveAgent Benefits and Insights
Why use LiveAgent?
Key differentiators & advantages of LiveAgent
- Make Better Decisions: A range of insightful and data-driven reports summarize business aspects like accounting, inventory, employee activity and sales for performance overview and informed decision-making.
- Drive Profits: Improve user experience and boost retention to create fresh revenue channels with customer marketing strategies.
- Save Time: Improve customer support quality with over 180 features, like automated ticket distribution and callback, call routing, email notifications and IVR. Automate agent workflows using SLA rules, time and action.
- Respond Quickly: Improve customer engagement by reaching out faster to customer queries, with an average response time close to 30 minutes.
Industry Expertise
Ideal for businesses of all sizes.
LiveAgent Reviews
Based on our most recent analysis, LiveAgent reviews indicate a 'excellent' User Satisfaction Rating of 93% based on 3716 user reviews from 5 recognized software review sites.
3716 reviews
Synopsis of User Ratings and Reviews
Based on an aggregate of LiveAgent reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.
Pros
Cons
Researcher's Summary:
LiveAgent offers live chat and helpdesk capabilities, including advanced ticketing. Users can access and update all aspects of a given customer account. Interactive tools, automated behavior reply terminology, live queries management and intuitive onboarding are some aspects of the software that users appreciate. However, some users noted that the software is pricey and the UI is dated. They also reported issues with the payment gateway, mobile app design, service experience feedback and somewhat limited integration options, in terms of other social media and chat platforms. All things considered, LiveAgent is a decent live chat software suitable for businesses of all sizes.
Key Features
- Ticketing System: Provide customer service with a centralized response system. Address inquiries from one inbox, update ticket status, gather customer data to identify and solve problems and distribute cases automatically to ensure fast resolution of queries.
- Call Center: Organize sales and provide support by managing customer calls on a unified platform. Connect devices, add agent phone numbers, place a call button on the website and make calls from the computer. Automate responses with IVR, route conversations to skip unnecessary waiting times, track missed calls using the callback feature and record talks without size limitations.
- Analytics and Reports: Get insights into the team performance, agent rankings, usage statistics, customer satisfaction ratings, SLA metrics, support channels and other key benchmarks to improve business practices, products and services. Access tag, SLA compliance, channel, department time reports.
- Data Protection: Enhance safety standards with help desk features to protect customer data and company practices. Ban IP addresses to limit irrelevant inquiries, enable secure login with 2-step verification, protect data between the browser and software using HTTPS encryption and store information in the data center for effective management.
- Gamification: Take advantage of innovative elements to increase engagement and customer retention. Use customizable badges based on the worker’s performance and benchmarks and leaderboards to showcase achievements.
- Customer Portal: Create product and brand-specific categories to help customers with self-service content and onboarding. Build knowledge bases using articles, guides, screenshots, videos, search widgets, suggestion forums and other problem-solving information to provide 24/7 customer support and boost website traffic.
- Automated Replies: Create automation rules to manage the high volume of tickets with predefined actions. Transfer tickets to departments, add tags, mark and resolve tickets with system actions and minimal guided intervention. Manage rules to organize tickets effectively, improve response time and reduce support costs.
Limitations
At the time of this review, these are the limitations according to user feedback:
- Inadequate mobile version.
- Limited theme options.
- Logs out after a point of inactivity.
Suite Support
Users can contact the 24/7 live chat widget for queries and support. Choose from upgradable subscription plans with nominal pricing and attractive features based on business requirements.
mail_outlineEmail: [email protected].
phonePhone: +1 (800) 811-6590 in the U.S. and (421) 233 456 826 in the European Union & worldwide.
schoolTraining: Learn customer service basics, access resources, theories and training in the Academy. Get technical support in the form of video tutorials, how-to articles, FAQs, blogs and glossary.
local_offerTickets: Submit a ticket in the support portal.
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Awards
SelectHub research analysts have evaluated LiveAgent and concluded it earns best-in-class honors for Ticket Management. LiveAgent stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.
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