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LiveAgent

Overview
Synopsis

LiveAgent help desk is multi-channel customer support software with features that support a personalized customer service. Live Agent’s Universal inbox lets you and your team to view and respond to support tickets, and give a status update on a customer’s issue or request.

Category

Help Desk Software

Features

• Ticket management
• Mobile Apps integration
• API Integration
• Customer portal
• Reporting & Analytics
• Call center
• Social media Integration
• Live Chat

License

Proprietary

Price

• Ticket Plan – $12/agent/month
• Ticket + Chat Plan – $29/agent/month
• All Inclusive Plan – $39/agent/month

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Website
Company

LiveAgent

What is best?

• Ticket management
• Mobile Apps integration
• API Integration
• Customer portal
• Reporting & Analytics

What are the benefits?

• Live Agent plugs into your e-mail and automatically creates tickets
•Voice support is built right in
•Track brand mentions and keywords on Twitter. Answer tweets from one place
•Turn feedback from contact forms into tickets

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
9.6
8.7
Features & Functionality
9.6
8.6
Advanced Features
9.4
8.8
Integration
9.4
8.8
Performance
9.5
8.6
Customer Support
9.5
8.7
Implementation
9.2
Renew & Recommend
8.8
Bottom Line

LiveAgent help desk is multi-channel customer support software that offers personalized customer service.

9.5
Editor Rating
8.7
Aggregated User Rating
2 ratings
You have rated this

LiveAgent help desk is multi-channel customer support software with features that support a personalized customer service. Live Agent’s Universal inbox lets you and your team to view and respond to support tickets, and give a status update on a customer’s issue or request.

Every ticket contains the complete stream of chat messages, emails, phone calls or messages from other communication channels about the same incident or issue reported by a customer. LiveAgent ticket management system is completely automated and can filter tickets according to preset categories helping you assign tasks to the right support representatives at the right time.

You can also track the number of tickets, chats, and phone calls received, or solved by your agents and time spent by each agent supporting customers thereby helping you gain a deeper visibility on the overall help desk performance.

Live Agent’s internal tickets allow you to create and share internal notes with a specific agent enabling you to share progress internally, or log your updates for future reference. LiveAgent customer portal stores your knowledge base of articles, forum posts and feedbacks from your customers. It also features macros to speed up responses and predefined answers to queries that can be answered with a single, general response.

LiveAgent lets you support customers in real-time via a built-in online chat helping you build customers' confidence while shopping and increase overall customer experience. LiveAgent integrates with popular social media apps like Facebook and Twitter transforming issues on social platforms into support tickets. LiveAgent Call Center lets you receive customers’ voice and video calls directly to your computer.

LiveAgent enables you to analyze help desk performance and generate multiple reports that help you reward the right support representatives and measure customer satisfaction rates. LiveAgent also offers a complete package of multilingual support. Security-wise, all communication between your browser and LiveAgent are encrypted, including your chat and email.

You may like to read: How to Select the Best Live Chat Software for Your Business and Top Free and Premium Live Chat Software

LiveAgent Features

  • Ticketing
  • Live chat
  • Phone
  • Support Portal
  • Social
  • Universal inbox
  • Facebook & Help Desk integration
  • Chat & Visitor Overview
  • Automatic Live Chat Invitations
  • Chat Settings & Routing
  • Inbound and Outbound calling

LiveAgent Pricing

Ticket

$9 /agent/month
  • Custom Domain E-mail Ticketing Contact Forms Automation, SLA, API Forum & Knowledge base iOS & Android apps

Ticket+Chat

$29 /agent/month
  • All from Ticket + Live Chat Visitor Monitoring Chat Invitations Feedback Management Multibrand Support Chat Reports

All-Inclusive

$39 /agent/month
  • All from Ticket+Chat + *NEW* Cloud Call Center Advanced Social Channel Time Tracking Audit Log Advanced Reports Gamification

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Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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