LiveAgent

LiveAgent

4.5
(1,039)

LiveAgent helps businesses provide better customer service across all communication channels including email, chat and phone. Deliver customer Wow and grow your business with LiveAgent, a customer service software trusted by 30.000+ companies worldwide.

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LiveAgent Features

Ticket and Case Management

Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 558 reviews)

Ticket Response User Experience

User Experience of responding and receiving a response

90%
(Based on 559 reviews)

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

87%
(Based on 547 reviews)

Response Automation

Respond to common requests with standard reply

87%
(Based on 514 reviews)

SLA Management

Service Level Agreement Management

86%
(Based on 407 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

87%
(Based on 503 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 520 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

91%
(Based on 196 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

90%
(Based on 183 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

89%
(Based on 169 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

89%
(Based on 166 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

94%
(Based on 303 reviews)

Notifications

Delivers notifications to both sides of the conversation.

91%
(Based on 301 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

90%
(Based on 241 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

90%
(Based on 230 reviews)

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

n/a

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

94%
(Based on 137 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

91%
(Based on 105 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

93%
(Based on 113 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

90%
(Based on 192 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

91%
(Based on 176 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

92%
(Based on 209 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

94%
(Based on 198 reviews)

Internal Use

Customization

85%
(Based on 492 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

91%
(Based on 267 reviews)

Lead Development

Enables employees to denote potential customers.

n/a

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

89%
(Based on 257 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

91%
(Based on 243 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

89%
(Based on 241 reviews)

Channels

Email

Connects employees with customers through an email solution.

94%
(Based on 132 reviews)

Social

Connects employees with customers through a social media solution.

92%
(Based on 125 reviews)

Live Chat

Connects employees with customers through a live chat solution.

95%
(Based on 138 reviews)

Phone

Connects employees with customers through a calling solution.

94%
(Based on 97 reviews)

Text

Connects employees with customers through a text message solution.

n/a

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

91%
(Based on 98 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

91%
(Based on 121 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

92%
(Based on 122 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

94%
(Based on 124 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

87%
(Based on 465 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

90%
(Based on 520 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

91%
(Based on 493 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

86%
(Based on 368 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

86%
(Based on 245 reviews)

Customer and Contacts Database

Central repository for account and contact information

86%
(Based on 298 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

88%
(Based on 236 reviews)

Call Scripting

Provides ability for customer reps to use a script when calling customers for common reasons

88%
(Based on 140 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

87%
(Based on 191 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

87%
(Based on 275 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 400 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

88%
(Based on 327 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

88%
(Based on 326 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

87%
(Based on 314 reviews)

Reporting

86%
(Based on 468 reviews)

Dashboards

88%
(Based on 504 reviews)

Platform

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

80%
(Based on 282 reviews)

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

87%
(Based on 180 reviews)

Customization

85%
(Based on 492 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

87%
(Based on 364 reviews)

Internationalization

87%
(Based on 283 reviews)

Performance & Reliability

90%
(Based on 364 reviews)

Integration APIs

85%
(Based on 254 reviews)
LiveAgent
4.5
(1,039)