LiveAgent Features

Based on 413 LiveAgent reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 664 LiveAgent reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 526 LiveAgent reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 377 LiveAgent reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 647 LiveAgent reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 694 LiveAgent reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Provide tools for live chat on one's website.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding.

Gives user the ability to analyze conversations with the chatbot and see its performance.

Allows users to test the efficacy of various responses through A/B testing.

Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

Can collect and store information from interlocators, such as email, phone number, etc.

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

Based on 778 LiveAgent reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 777 LiveAgent reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 758 LiveAgent reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Based on 714 LiveAgent reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 574 LiveAgent reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)

Based on 703 LiveAgent reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 717 LiveAgent reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Based on 444 LiveAgent reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 653 LiveAgent reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Based on 717 LiveAgent reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 695 LiveAgent reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 539 LiveAgent reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Based on 380 LiveAgent reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Creates feedback forms that are consistent with the design of the site.

Supports the creation and deployment of different survey types on different channels or devices.

Solicits, captures, and centralizes feedback from both structured and unstructured sources.

Allows designs to adapt automatically to the device that users access the survey or software.

Aggregates feedback and transforms feedback into actionable insights.

Triggers creation of a new case after customer leaves feedback.

Analyze collected feedback near or in real-time.

Trigger strategic workflows to quickly resolve issues and increase customer satisfaction.

Provides a secure and compliant system.

Continually inspects, audits, and monitors system to keep it up to date.

As reported in 322 LiveAgent reviews. Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web. 305 reviewers of LiveAgent have provided feedback on this feature.

Based on 273 LiveAgent reviews. Enables users to engage with other users to solve common issues.

Based on 41 LiveAgent reviews. Optimizes the customer self-service experience on mobile devices

As reported in 45 LiveAgent reviews. Gives the user targeted, personalized results based on their activity or preferences

As reported in 45 LiveAgent reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

As reported in 46 LiveAgent reviews. Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 41 LiveAgent reviews.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 43 reviewers of LiveAgent have provided feedback on this feature.

Based on 485 LiveAgent reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 489 LiveAgent reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 376 LiveAgent reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.

Based on 374 LiveAgent reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.

Based on 61 LiveAgent reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Enables comments, liking and other social features within discussions or documents.

Allows users to tag one another in file data or comments for easier search and referencing.

Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.

Allows users to leave notes or comments on various file types for eventual reference.

Based on 664 LiveAgent reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 422 LiveAgent reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

As reported in 55 LiveAgent reviews. Enables employees to denote potential customers.

Based on 403 LiveAgent reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 384 LiveAgent reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 382 LiveAgent reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Provides forums where employees of various levels can share expertise and processes.

Lets users direct one another to content via customized links, foregoing a lengthy search process.

Incorporates a search bar to help navigate users to appropriate content.

Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.

Allows users access to files based on role, or password protections.

Offers the choice to make a conversation private between specified contributors, or open for public discussion.

Tracks activity within file types to help administrators understand what is being used the most.

Allows for the importation of content and knowledge from previously implemented tools.

Stores and readies various file types for viewing.

Sends updates to document or file participants when changes have been made.

Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 56 LiveAgent reviews.

Creates and assigns support tickets, scheduling them in a timely manner. 252 reviewers of LiveAgent have provided feedback on this feature.

Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 196 LiveAgent reviews.

Ability to connect agents with customers through Live Chat. 248 reviewers of LiveAgent have provided feedback on this feature.

Based on 232 LiveAgent reviews. Connects employees with customers through a social media solution.

Based on 249 LiveAgent reviews. Ability to connect agents with customers through email.

Connects employees with customers through a calling solution. This feature was mentioned in 186 LiveAgent reviews.

Software incorporates multiple digital communications channels.

Allows incorporation of inbound contacts from non-marketing channels.

Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Provides voice call functionality.

Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site.

Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails.

As reported in 174 LiveAgent reviews. Provides opportunity for customers to give feedback through a survey.

As reported in 222 LiveAgent reviews. Enables administrators to create customized reports reflecting customer satisfaction.

As reported in 220 LiveAgent reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Based on 225 LiveAgent reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized.

Inbound contacts are identified and handled based on history.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Permits use by job roles outside of service department

Allows linking of useful information such as screen shots

Provides direct contact between CSRs and customers outside of milestones

Informs stakeholders of activity on escalated or high-value cases

Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring

Allows users to leave notes or comments on emails or relevant cases.

Provides a dedicated space or a thread feature that allows for long-form discussion.

Offer in-application assignment and task tracking functionality.

Allows users to create and follow predetermined workflows attached to actions.

Allows users to create canned answers or templates for email responses.

Integrates without outside software to provide additional functionality or pull information.

Provides a tagging system to allow users to sort emails by relevant subject.

Analyzes trends in email content and resolution.

Tracks performance and productivity of users inside the application.

Tracks email analytics like emails opened, how long the email was opened for, etc.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Callers can be routed to a queue or placed on hold until an agent becomes available.

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use.

Includes an interactive phone menu.

Populates CSR's screen with available customer data.

Maintains and shares information across channels and agents as the case progresses.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Customize your chat workflows with rules and automations.

Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises.

Can provide interlocators with menus, through which they can choose a relevant response.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.

Tag content to organize and assign to specific departments or categories

Break down a population of users by demographics, sequence actions, time, and able to build custom segments.

Allows users to easily build customized reports and dashboards.

Identifies key phrases, themes, and patterns within a given text

Outputs the sentiment (positive or negative) of a given text

Measures and reports on NPS, CSAT, or other metrics over time

Analyzes feedback from online reviews

Analyzes feedback from surveys through built-in survey features or integrations with survey tools

Analyzes customer feedback from social media

Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 32 LiveAgent reviews.

Based on 32 LiveAgent reviews. Condenses long documents or text into a brief summary.

Based on 22 LiveAgent reviews. Allows users to generate text based on a text prompt.

Based on 23 LiveAgent reviews. Condenses long documents or text into a brief summary.

Based on 22 LiveAgent reviews. Simulates human-like speech from text inputs.

Based on 17 LiveAgent reviews. Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt. This feature was mentioned in 13 LiveAgent reviews.

Condenses long documents or text into a brief summary. This feature was mentioned in 13 LiveAgent reviews.

Simulates human-like speech from text inputs.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

As reported in 14 LiveAgent reviews. Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary. This feature was mentioned in 14 LiveAgent reviews.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives