LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls.
Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros, Email templates, Performance Reports, Live Chat, Chat invitations & Website monitoring, Voice integration and call recording, Facebook and Twitter integration, Support Portal, Knowledge Base, Forum & many more.
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)
Pros
easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app
Cons
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)
Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.
We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.
Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.
The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.
I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.
And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.
Give them a try, they have a free trial.
Pros
Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)
Cons
Short cuts in rich text area are conflicting with the ones in the application
Satisfied customers and time saving.
Pros
At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.
This program contains all the tools you will need so that your clients receive support in a timely manner.
It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.
Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.
On the other hand you can customize the portal support with your brand.
You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.
Cons
There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.
LiveAgent is a holistic solution that allowed us to not only manage our website live chat and customer support requests, but also functioned as a CRM system for managing all of our customer contacts. It was very easy to setup a basic implementation, and we saw immediate benefit via decreased customer wait times and quicker resolution of customer issues.
Pros
LiveAgent is not only live chat software, but is also a CRM which can help to manage your customers and contacts. It supports a variety of integrations like email, phone, websites and social media. The setup is highly configurable, allowing users to tailor the software to the specific needs of their business. The user interface is very clean and easy-to-use, yet it also allows for customization. LiveAgent has a spectacular support team, and they were easy to get a hold of, and they always quickly resolved any issues that we were experiencing.
Cons
The cost can be prohibitive to smaller companies that don't have extra budget allocated for live chat. It is difficult to manage the routing of chat requests and support tickets with a larger team, because the options are limited to assigning to departments, so if you want all requests to go to a person/group, they would need to be added to all departments.
Pros
My company was running our customer service out of a heavily modified gmail inbox. LiveAgent was able to reduce my average customer response time from 28 hours down to 2.5 hours. In fact, we've even managed to go down in manhours and still work through our workload much quicker. Having our tickets and chats, and the ability for a chat to become a ticket, has been super handy! The system is quick to set up and even easier to configure. Setting up rules for automation helps keep our workload low and our responses to customers timely. We haven't set up the custom plugin that allows us to integrate other information yet but I'm looking forward to having that set up soon.
Cons
The support staff is very quick to help out but implementations of suggestions are not quick at all and sometimes the support staff will tell you that you don't need a feature, when in reality, you do. For example, LiveAgent will always count a chat as a "missed chat" if it isn't answered within 30 seconds. Each 30 seconds counts that same chat as another missed chat. This isn't how I define a missed chat (chat initiated and NEVER answered) and I have no control over this setting at all. Some of the reports are also highly confusing. Lastly, the system is simply missing some basic functions. I need my entire team of agents, regardless of which department they are in, to be able to see every ticket but the only way to do this is to put them in every department. This has caused a lot of issues that we've had to change our processes not only with customer service but through the rest of our company as well. It would be beneficial to have a "view only" option for departments. Other basic features that are missing: Chat hours (if an agent is logged in after hours the chat shouldn't be displayed), merging tickets, attachments don't get sent to ebay members etc. There are also random times where LiveAgent will freeze, boot agents out, or simply stop working (I just had a chat show up as a new chat but said the customer was waiting for 14 hours).
14-day free trial, no credit card required.
Subscription plans:
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-inclusive: $39/agent/month
Self-hosted licenses:
Downloadable: $11,950 - 20 agents included, +$690 for each additional agent.
Enterprise: $34,950 - 50+ agents.
- A team of 11 support agents is available 24 hours a day, 7 days a week, 365 days a year.
- LiveAgent is also available as a self-hosted license for a one-time-fee. If you value privacy and security above all, you can have it under your control
- LiveAgent integrates all support channels into one environment – everything is neatly sorted in one place
- Multi brand support - connect unlimited brands into one app, without extra costs
- Build a customer community and increase customer satisfaction by double digits
Featured testimonial:
"LiveAgent is simply the best and most affordable Help Desk Software on the market! Goodbye Kayako! Adios Zendesk... Bye Bye Freshdesk!! Development is great and fast! Rock Solid and easy to use software. Very customer friendly also!"
- Jeremy Otten, CEO of Random Solutions
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).
Below are some frequently asked questions for LiveAgent.
LiveAgent offers the following pricing plans:
Starting from: US$15,00/month
Pricing model: One Time License, Subscription
Free Trial: Available
14-day free trial, no credit card required.
Subscription plans:
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-inclusive: $39/agent/month
Self-hosted licenses:
Downloadable: $11,950 - 20 agents included, +$690 for each additional agent.
Enterprise: $34,950 - 50+ agents.
LiveAgent offers the following features:
LiveAgent has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
LiveAgent supports the following languages:
Arabic, Chinese (Simplified), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian
LiveAgent has the following pricing plans:
One Time License, Subscription
LiveAgent supports the following devices:
Android, iPhone, iPad
LiveAgent integrates with the following applications:
AWeber, Akita, GetResponse, Help Desk Migration, Mailchimp, Nicereply, ProjectManager.com, Slaask, Slack, VisitorTrack
LiveAgent offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Pros:
easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app
What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)
We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!