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Updated on: October 5, 2022

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LiveAgent

All in one platform for customer query

(1,542 Ratings) Write Review

What is LiveAgent and how does it work?

A simple and secure platform, with multi-features such as Help Desk, Live Chat and Call Center. Customer service key features of the software help in prioritizes the communication from different channels. Emails converted to tickets, real-time chat messenger, phone calls received, routed or called back and 24/7 support available. 39 translations available, gamification-Rewards & Badges, and can be used through mobile apps like Android and ios. It also enables you to connect to social media channels such as Facebook and Twitter for monitoring of brands and quick response to clients/customers. A help desk software for small and medium business.

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LiveAgent Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

Live Chat Features

Visitor TargetingVisitor targeting is used to get the right content to the right visitors with flexible segments that are always up-to-date. Visitor targeting enables businesses to personalize their content and target experiences to specific visitor segments. It involves creating the segments you require to reach the exact visitors you need and achieve your business goals.
Video ChatMake conversations more personal with video calling between your agents and your visitors
TransfersTransfer of calls from one operator to another with just one click
Shortcut MessagesShortcut messages allow you to configure an unlimited set of pre-canned responses that agents can use to quickly reply to frequently asked questions. This means quicker, more consistent responses. Agents may ask visitors for more details or provide specific answers by using commands (or selecting from a menu). It's also a great way for new agents to get up to speed faster by relying on a body of information that's already been developed.
Offline FormOffline forms feature allows your team to collect important information even when they have limited or no internet access.
Knowledge DatabaseA knowledge database is more than just a set of documents stored on servers. A knowledge database includes information on a specific material or general method of study, as well as information such as monograph revision history, comprehensive information on current work, or links to standard catalog numbers, among other things
Co-BrowsingCo-browsing allows agents and customers to practically be on the same page. Agents can access and communicate with customers' web browsers in a matter of seconds with the click of a button. As a result, they are able to provide real-time, customized assistance with complex processes. Agents only see pages that have been allowed with co-browsing, not any other open browser tabs or applications on a customer's device.
Call Me OptionThe Call me feature gives users a way to join the audio portion of a meeting by phone. This is handy in scenarios when using a computer for audio might not be possible.
Agent SchedulingThings happen. Agents call in sick, and some just aren't working to their full capacity. Supervisors must be able to make changes on the fly. This is called agent scheduling. Agent scheduling helps generate reports that equate schedules to agent results and allow for the identification of schedule anomalies for agent assessment and coaching.
Persistent ChatPersistent chat lets you create topic-based discussion rooms that persist over time. Persistent chat rooms are where you can communicate and collaborate with a group of people who have a common area of interest.

LiveAgent Technical details

Support	24/7 (Live rep) Online	Customer Type	Freelancers Large Enterprises Medium Business Small Business
API		Location / Phone Number	Bratislava, Slovakia / +421 2 33 456 826
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	Official Website	https://www.liveagent.com/
Deployment		Category	Help Desk Software Live Chat Software

LiveAgent Pricing

Pricing ModelFree Trial , Freemium , Subscription

Free

Forever free account with some limitations

Features

7 days ticket history
1 chat button
1 phone number
1 email address
Basic reports
Customer portal + forum
Customer Service

Ticket

$15 /User/Month

A must-have organization tool for email ticketing

Features

Unlimited ticket history
Unlimited email addresses
Advanced reporting
Customer portal + forum
API + integrations
Rules and Time rules
Customer Service
White Glove Setup

Ticket+Chat

$29 /User/Month

A robust multi-channel live chat and ticketing solution

Features

Includes features of Ticket plan, plus
Unlimited chat buttons
Feedback management
Real time visitors monitor
Proactive chat invitations
Chat satisfaction surveys
Social networks*
Time tracking*
Audit log*

Note :

1. * Service is charged according to the price list.

All-inclusive

$49 /User/Month

A powerful omnichannel helpdesk with 180+ features

Features

Includes features of Ticket+Chat plan, plus
Call center support
Video call
IVR
Call routing and transfers
Hardware IP phone
Unlimited call recordings
All starred services from previous packages are free in this package

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Disclaimer: The pricing details were last updated on 11/04/2022 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about LiveAgent pricing.

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LiveAgent Reviews

OVERALL RATING

4.7

Based on 1,542 Rating(s)

Rating Distribution

Excellent

70.3 %
Very Good

23.4 %
Average

3 %
Poor

0.3 %
Terrible

0.5 %

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Inside of Tickets

LiveAgent FAQs

Q. What is LiveAgent used for?

LiveAgent is Help Desk Software. LiveAgent offers the following functionalities:

Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Document Storage
Customizable Branding
Ticket Management
Surveys & Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Live Chat

Learn more about LiveAgent features.

Q. What are the top alternatives for LiveAgent?

Here`s a list of the best alternatives for LiveAgent:

Q. Does LiveAgent provide API?

Yes, LiveAgent provides API.

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LiveAgent

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LiveAgent Integration

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