Algorithmic Ribbon 93

The Support & Helpdesk application LiveAgent scored 93/100 (Top 3 in Support & Helpdesk). This is based on user satisfaction (100/100), expert reviews (90/100), press buzz (37/100), recent user trends (falling) and other relevant information on LiveAgent gathered from around the web.

The score for this service has declined over the past month. What is this?

What is LiveAgent?

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 170+ support features, you'll be able to link every support channel.

LiveAgent is available in 39 languages and both as SaaS license or a self-hosted license (installed on your own server).

Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular).

  • LiveAgent
  • LiveAgent
  • LiveAgent
  • LiveAgent

LiveAgent Product Overview

  • Multichannel support (Email, Voice, LiveChat, FB and Twitter)

  • Intelligent Spam Filter

  • Live Chat

  • Knowledge Base

  • Analytics

  • Ticketing system

  • Suggestions

  • Mobile ready

  • Departments, Tags and Filters

  • Automatic Ticket Distribution & Service-level Agreement (SLA)

LiveAgent Pricing Plans

Starting from: $19.00/month

Credit card required: No

Hosted plans:


TICKET
$19/MONTH
3 agent seats included, E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app


TICKET+CHAT
$29/MONTH
3 agent seats included, E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app, Live Chat, Real-time visitors monitoring, Chat invitations, Feedback management


ALL-INCLUSIVE
$39/MONTH
3 agent seats included, E-mail support - Ticketing, Contact forms, Forum & Knowledge base, iPhone/Android app, Live Chat, Real-time visitors monitoring, Chat invitations, Feedback management, Facebook & Twitter, Call center support, Gamification, Branding free

LiveAgent Features, Audience & Platforms

  • Billing/Invoicing
  • Scheduling
Who uses LiveAgent:
Personal
Freelance
Startups
SMEs
Agencies
Enterprises
Desktop Platforms:
Web App
Windows
Macintosh
Mobile Platforms:
iOS
Android
WinPhone
Blackberry
App Review

Crozdesk Review: LiveAgent – Live Chat and Help Desk Software

Each week we feature an app that has caught the attention of the Crozdesk community. We look for exciting features that make our lives easier, apps that take a radical approach to existing problems or a service that has everyone talking about it. In other words, apps that we think you should know about. This week’s featured app is live chat and help desk solution LiveAgent – a sophisticated multi-channel customer service and support solution, designed to connect businesses with their customers.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

Live chat and help desk app, LiveAgent

LiveAgent Dashboard

Forming the focus of all user activity within LiveAgent, the dashboard can be used to set up live chats; raise, manage and assign tickets and generate reports, as well as configuring department and agent settings. New users are guided through a series of steps designed to ensure they make the most of LiveAgent’s functionality.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

Raise tickets and set up live chats from the LiveAgent dashboard

Tickets

The first of LiveAgent’s core functions is the tickets feature; tickets keep track of all communication with customers, whether emails; live chats; phone calls; facebook messages; tweets; internal notes or other data related to a single customer. Once created, tickets feature a unique reference number and have five different possible phases: New, Open, Answered, Resolved and Postponed.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

Tickets within LiveAgent are assigned one of five phases, according to that ticket’s progress

When a new communication is received from a customer, LiveAgent will either open a new ticket for that conversation or, if the conversation is related to an existing ticket, staff members or “agents” can re-assign that conversation to the correct ticket. In the same way, if an agent has a customer’s phone number, Facebook or Twitter details on record, LiveAgent will assign any conversations by phone, Facebook or Twitter to that customer.

Functions for Managing High Ticket Volume

Any organisation dealing with large numbers of customer queries is likely to appreciate the following functions within LiveAgent, designed to deal with high numbers of tickets efficiently. The advantage of these functions is that they also add context to tickets, offering useful data when creating reports:

Transferring Tickets: Using this function, tickets can be transferred to other agents using the “transfer” button at the bottom of the ticket. In order for this function to work correctly, it is first necessary to create departments and then assign agents to these departments via LiveAgent’s configuration settings menu

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

Tickets can be transferred to other agents within LiveAgent

Automatic ticket distribution: By Assigning agents to specific departments, it is also possible to specify which tickets are directed to them. As an example, if it is necessary for agent A and agent B to answer finance related tickets, then agents A and B can be allocated to the finance department within LiveAgent

Rules: Use these to automatically assign tickets to certain departments. For example, a rule can be set up to automatically transfer all tickets containing the word “sales” or “new business” to the sales department

Tags: Can be used to add context to tickets. As an example, if an enquiry comes in from a customer that is obviously ready to purchase a product, a “sales” tag might be assigned to it

Filters: Best illustrated by way of example, a category could be created entitled “Needs response”. A filter could be applied to this category whereby any tickets with a “New”, “Opened” or “Postponed” status would be automatically assigned to it

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

Assigning rules to manage tickets in LiveAgent

Live Chat

The Live Chat feature within LiveAgent enables users to establish chat communication with their customers. Once installed on a website, visitors to that URL will receive an invite to chat via LiveAgent’s chat window. Custom chat invitations can be set up in order to engage customers at a distinct point in their purchase journey. As an example, a LiveAgent chat invite might be directed at customers visiting a checkout page in order to increase purchase confidence and resolve any questions the customer might have at that stage. Other chat functions within LiveAgent include customisable chat buttons and department-specific chat routing, as well as an agent-orientated chat overview, allowing monitoring of the number of engaged agents and customers waiting to chat.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

LiveAgent’s live chat function enables businesses to connect directly with their customers

Reporting

A useful reporting dashboard is available to help you monitor incoming and outgoing tickets and chats. Among the data visualisations available here is a graph displaying the number of tickets received and answered over time. This graph can be altered to display a range of metrics including Missed Chats, Finished Chats and Average Chat Time.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

The reporting function within LiveAgent displays key metrics relating to tickets and live chats

Offline support portal

LiveAgent’s offline support portal stores knowledge base articles, forum posts and feedback, providing customer support when agents are offline. Each knowledge base article created comes with a link for sharing with customers or embedding. Features of the portal include a search widget, enabling customers to search within the knowledge base; the ability to attach files to articles and a customer forum feature which transforms each forum post into a ticket.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

LiveAgent’s support portal feature can be set up to support customers while agents are offline

Languages, Mobile Support and Integrations

Usefully, LiveAgent offers multilingual functionality, currently supporting 39 languages and is compatible with Android and iOS, allowing agents to offer support via their phone. LiveAgent integrates with a range of other apps including Zapier; email marketing apps such as AWebber, GetResponse and Mailchimp; billing management tools such as 2Checkout and Braintree and eCommerce apps including Opencart and Shopify. Zendesk and Freshdesk plugins are available to assist with the migration of tickets from previous helpdesk providers.

Crozdesk App of the Week: Help Desk and Live Chat App, LiveAgent

The tickets, login and department pages in LiveAgent’s iOS app

LiveAgent: Enabling High-Quality Customer Service

LiveAgent is an impressive tool, enabling businesses to engage with their customers by offering live chat and help desk functionality. LiveAgent has been carefully designed to allow businesses to handle large volumes of customer queries in an efficient way. LiveAgent’s ticket functionality is highly customisable, meaning that with a certain amount of forward thinking, even a very small business can set up LiveAgent to automatically distribute and allocate customer tickets. In short, LiveAgent enables a small business to offer the standard of customer service which might be expected from a much larger or better-staffed organisation. This feature makes LiveAgent a valuable tool for small businesses and startups trying to offer high-level customer service on a small budget.

Stats & Other Information on LiveAgent

Company Info
Founded -
Based in -
Employees -
3 Month Trend
Alexa Rank:

22497
3 Months Change: 11345
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Languages: Czech, Arabic, Catalan, Danish, German, Greek, English, Persian, Finnish, French, Hebrew, Indonesian, Hungarian, Italian, Japanese, Korean, Lithuanian, Macedonian, Latvian, Chinese, Dutch, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Slovak

LiveAgent FAQs

What platforms does LiveAgent support? (e.g. native mobile apps)

Browser App, Mobile Apps: Android, iOS

Does LiveAgent offer guides, tutorials and or customer support?

Yes, available on our website.

Does LiveAgent offer multi-user capability? (e.g. teams)

Yes.

Does LiveAgent integrate with any other apps?

Zapier; Facebook; Twitter; AWeber; GetResponse; Mailchimp; 2Checkout; Braintree; Magento; Opencart; Prestashop; 3DCart; Shopify; CS-Cart; BigCommerce; Actinic; Fortune 3; Volusion; Core Commerce; X-Cart; Adobe Business Catalyst; Wordpress; Joomla; Drupal; Weebly; Adobe Business Catalyst; Wix; GoDaddy; Squarespace; Web.com; Expression Engine; Highrise; Nicereply; ProjectManager

What is LiveAgent generally used for?

High-quality customer service (live chat, emails, call center, support portal, knowledge base, Facebook, Twitter). Improve satisfaction rates and strike more deals.

Does LiveAgent offer an API?

Yes, find the complete API reference on our website.

LiveAgent Alternatives

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LiveAgent User Reviews

Average User Rating:
5.0 /5 based on 6 user ratings.
Your Rating:
 
User profile picture

It is really worthy to at least try LiveAgent helpdesk software.

(5/5)

We have been using Freshdesk software, but we were not quite satisfied with the features according to price so we decided to switch to new brand. LiveAgent helpdesk software had high ratings and good feedback so we decided to cooperate with it. Now we have been partners for 2 years and we are very pleased to continue. The design looks really nice, also the colourful difference between each ticket and conversation makes whole process more transparent. Before, we received huge amount of spam messages, which were not assigned to anybody but with SPAM filter feature we got rid of unimportant spam. Agents use templates, predefined answers to write back to customers as soon as possible. Also the price attracted us, since the package of 3 agents was much cheaper than competititors. It is really worthy to at least try LiveAgent helpdesk software.


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LiveAgent helps us to sort, distribute and solve all the tickets everyday

(5/5)

As our team has grown quite quickly we needed to switch to a help desk solution that would help us to sort, distribute our tickets over the whole organization. We created multiple departments and with basic rules setup the fluent workflow. Every member of the team knows exactly which ticket is assign to him and needs to be replied. You can connect unlimited number of email addresses to LiveAgent, add chat buttons on your websites and create a simple call center as we did.


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This helpdesk software interested us from the first second

(5/5)

My company cooperate with LiveAgent longer time now (3 years) and this helpdesk software interested us from the first second. Especially agents were surprised how easy is managing whole software. They receive short – easy to understand message so they know soon how to help customers. They may divide each message into departments, create contacts, tags so every customer is transparent. Agents can find all conversations anytime using live chat history. It runs perfectly without any errors or disadvantages. There are many translation into different languages and packages price is affordable for every type of the company.


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LiveAgent surprised me with price and performance

(5/5)

Employees have learned really quickly how to work with LiveAgent. My company is bigger and helpdesk provides help to all my users. I can't say anything wrong about it. LiveAgent surprised me with price and performance. It delivers customer service over email, facebook, twitter, phone calls and live chat, where clients can solve problems immediately while chatting with agents. I recommend this app.


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Great App and Kudos to the Customer support team in LiveAgent

(5/5)

LiveAgent is a great software for small business like me. Especially when you're using multiple email addresses for correspondence - LA makes it easy to connect them into one inbox. The Customer Portal is a great feature as well. My clients love to use it.
German translation need some pimping :)


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Powerful help desk software, easy to work with

(5/5)

If you're looking for a powerful, easy to work with, and cheaper help desk software... LiveAgent is exactly for you. It has various sophisticatedfunctions and it provides good IT ticketing feature. If your company needs to raise popularity between customers and if it wants to meet your consumers needs, this help desk software will definitely help you. We are using this software longer time now (mainly email, call and live chat features), and we still did not notice any disadvantages. Everybody should try it, it's worth the time.


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