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LiveAgent Live Chat Software Review


ConsumersAdvocate.org Rating: 4.6 / 5 (Excellent)
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LiveAgent is an all-in-one multi-channel help desk software platform designed to give companies an organized and efficient customer support experience. Owned by Quality Unit, LLC, a company based in Slovakia, LiveAgent is trusted by over 21,000 businesses and has received awards from leading B2B & SaaS related organizations.
 
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How is LiveAgent rated?

Breakdown

4.8/5
Cost
4.5/5
Features
4.5/5
Support

Overall Rating: 4.6 / 5 (Excellent)

LiveAgent offers an easy-to-navigate customer service platform that integrates mail, phone, chat, and social media, organizing them by priority. The platform allows companies with multiple products to connect all customer care in one single account, and it provides websites  with live chat, one-click phone calling, and IVR capabilities. The company's awards and highly praised customer support show that they are committed to providing a great  multi-channel desk software experience. 

LiveAgent Chat/Messaging Channels

Cost - 4.8 / 5

Depending on the subscription level, LiveAgent can offer ticketing, chat, and cloud call center capabilities to its users. Since the software integrates social media, mail, phone and chat into one system, managers and agents are encouraged to utilize all forms of online communication to reach a large amount of prospective customers quickly and efficiently. When it comes to their chat features, LiveAgent provides real-time chat, proactive chat invitations, built-in or pop-out contact forms, chat routing, and real-time typing view. LiveAgent also offers concierge migration services from most of the popular help desk platforms, so users who want to switch can do so with confidence.    
Platforms
Desktop
Mobile
Digital Channels Available
Twitter
Facebook Messenger
WhatsApp
SMS
In-App

LiveAgent AI and Bot Capabilities

Features - 4.5 / 5

LiveAgent's AI helps streamline the workflow of agents by simplifying ticket, chat, and call allocation, using hybrid ticket streaming, automated ticket distribution, and agent collision detection. LiveAgent also lets managers customize their own interactive voice response (IVR) trees with the software's online designer tool, helping them route calls to the right departments and agents, and increasing first contact resolutions without direct communication.
Chatbot Enabled
Yes
Simple AI Features
Answer FAQs
Customer Routing

LiveAgent Reporting

Support - 4.5 / 5

LiveAgent lets managers keep track of all of the software's help desk features, as well as and customer satisfaction rate by providing analytics overviews and reports. These include analytics and agent ranking overviews, as well as performance, time, tag, channel, agent, SLA compliance, and SLA log reports.
Customizable Reports
Yes

Reporting Features

  • Number of Conversations
  • Conversation Lengths
  • Agent Performance Details
  • Customer Satisfaction with Interaction
  • First Contact Resolution

LiveAgent Security

Security - 4.5 / 5

LiveAgent takes serious measures when it comes to the security of its program and its customers. The company provides various security features with their help center software, including two-factor authentication, HTTPS encryption, secure credential storage, IP & network restrictions, API security and SPAM filtering. LiveAgent's servers are secured as well, being hosted at tier III+ or IV, at PCI, DSS or SSAE-16, or at ISO 27001 compliant facilities. These servers are also powered by redundant power, each with UPS and backup generators. Servers are physically secured with perimeter-based multi-level security surveillance, and the network itself is secured using security zones in the network's architecture, vulnerability scanning and DDoS mitigation. For a full list and description of all of the security measures LiveAgent takes to protect their customer's data, head here.
Security Features
256bit SSL Protocol

LiveAgent Pricing

Pricing - 4.5 / 5

LiveAgent charges customers monthly per logged agent, with no contracts or hidden fees.  The service has four plan levels that range from ticket-only to all-inclusive, offering extra features per tier. Their all-inclusive plan is the most expensive and offers a cloud call center, advanced reports, audit log and gamification, among other services. If a company does not want a monthly subscription, they can opt to buy a downloadable license that grants full access to LiveAgent's help desk software. This option is not cheap, costing a minimum of $11,950, but it eliminates the need to pay on a monthly basis. 
Pricing Model
By User
Plan Cost
1- Ticket plan: $9/agent/month 2- Ticket + Chat plan: $29/agent/month 3- All-inclusive plan: $39/agent/month

Company Profile

Full Name
LiveAgent Live Chat Software
Company Website
https://www.qualityunit.com/
Headquarters
616 Corporate Way Ste 2-3278, Valley Cottage, NY, 10989

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Customer Comments & Reviews

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T
Tomas
3/29/2019
LiveAgent was a game changer for our company. We saved so much of our time doing more important stuff + from our research they have a lot more friendly pricing for futures offered than other competitors.

Top Rated
Our Partner
  • Functions across SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line, customers' websites and mobile apps
  • Advanced analytics to benchmark, monitor, and optimize critical KPIs in real time.
  • Intuitive point and click interface speeds development of AI-powered bots
  • AI-engine features advanced natural language understanding
  • Unique expertise based on 20 years bot development and optimization experience
  • 18,000 businesses served to date
  • Innovative NLU engine detects consumer intent, identifies conversations to automate, and helps inform business decisions.
  • Cloud-based workspace to manage agents, bots, and conversations via desktop, iOS, and Android devices.
  • Integrates with customers' CRMs, data and inventory management, scheduling, and other key systems

 

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