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LiveAgent

LiveAgent

By: Quality Unit, s.r.o.

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Overview

LA Desk (LiveAgent Desk) is a multi-channel help desk and live chat software, with all-in-one support ticket system. It features universal inbox, ticketing, hybrid ticket stream, automated ticket distribution, rules, time rules, responsibility management, tags, contact groups, ticket fields, SPAM filter, and more. There are three pricing options available: Ticket, Ticket + Chat, and All-inclusive.


Detailed Review

Pros

Affordable pricing plans with downloadable license available for one-time fee. The software is feature-rich with free integration.

Cons

One time fee of $199 to remove branding. Costly startup plans

Overall

LiveAgent Desk offers one of the most affordable help desk software solutions for your business, with three simple pricing plans offered to meet your every need. The pricing plan is set on a per-agent basis, and you can also buy a one-time license for the software.

Review

LiveAgent is a help desk software created in 2007 by QualityUnit, LLC, a software development company based in New York, USA, that focuses on building products to help businesses market their products online. LiveAgent was previously named SupportCenter, before being renamed into its current name a few months after the first launch. In 2015, LiveAgent has been used by more than 10,000 companies for their customer support teams.

Ticket Management Features

There are a lot of ticket management features that come with LiveAgent software. Some of these features include universal inbox, hybrid ticket steam, and automated ticket distribution. Universal inbox includes all messages that come from your customers on various platforms, such as email, chat, social media, and phone. Hybrid ticket steam will allow you to keep track of your customers regardless of the platform that they are using to contact you. The automated ticket distribution provides easy management for your agents to handle a specific load of support tickets that they can handle based on their performance.

Live Chat Features

LiveAgent provides various live chat features, including real-time chat, proactive chat invitations, and chats overview. With real-time chat, you will be able to chat with your customers real time in your website, without the need to install any chat application or software on their computer. The chat will be made directly from the website with no additional software needed. Proactive chat invitations will invite your website visitors to chat with you in case they have any question in mind. This will give you the maximum opportunity to convert your visitors into customers. Chats overview will allow you to see your website visitors in real time and you can manually invite them to chat with you.

Reporting Features

With in-depth reports, you will be able to measure your customer satisfaction, as well as analyze the performance of your customer service agents. LiveAgent offers various reporting features, including analytics overview, agent ranking overview, and performance report. Analytics overview will provide a general analytics for the quality of your customer support, as well as customer satisfaction, usage statistics, and performance reports. The agent ranking overview will give you the analytic for the best performing customer support agent, as well as identifying the ones who provide poor customer service quality. Performance reports will provide the full performance report for all of your customer support agents.

Offline Support Portal Features

You can help your customers by creating useful resources that will help them find the solution for their problems even without contacting your support team. Offline support portal features include customer portal, knowledge base, forum, and feedback and suggestions. Customer portal helps your customers to find the solution for their problems by searching the knowledge base, forum, and user feedback. The knowledge base will store all the information regarding your product, including FAQ and help and support questions. The forum will allow your customers to interact with each other and build a community around your business.

Gamification Features

Gamification allow your customer support agents to solve customers’ problems in a fun way. It will provide rewards and badges, as well as level for each agent. Every time an agent can successfully help solve customers’ problems, he will receive a badge and reward, which in turn increase their level. Then their levels will be posted in the Leaderboards in order to see which agent is the best.

Multilingual Features

LiveAgent software is available in various languages, and the widgets can be adapted into the native language of the user. This gives the LiveAgent users the best personalization for the software, and help them to use the software more easily.

Conclusion

With a simple and affordable pricing plan, as well as a one-time license fee, LiveAgent can be the best help desk software that you can use for your business. With a lot of features that you can use, you will be able to communicate with your customers even more easily, quicken your response time, as well as gives way for your customers to contact you from any platform that they choose.

Top Features

Ticket Management

  • Universal Inbox
  • Easy Ticketing
  • Hybrid Ticket System
  • Automated Ticket Distribution
  • Time Rules
  • Responsibility
  • Ticket Departments
  • Service Level Agreement
  • Business Hours
  • Contact Groups
  • Contact Feilds
  • Ticket Feilds
  • Mass Actions
  • Spam Filters
  • Sending Attachments
  • Copy and Paste Images
  • Email Templates
  • Adding Notes
  • Predefined Answers
  • Print Tickets
  • Forwarding Tickets
  • Email Notifications
  • Ticket History

Live Chat

  • Real-time Chat
  • Proactive Chat Invitations
  • Chat Button Gallery
  • Chat Button Animations
  • Chat Invitation Gallery
  • Chat Window Docking
  • Chat History
  • Online Visitors
  • Chat Distribution

Reporting

  • Analytics Overview
  • Performance Report
  • Agent Ranking Overview
  • Department Report
  • Tag Reports
  • SLA Compliance Report
  • SLA Log Report
  • Agent Avaibility
  • Agent Report
  • Channel Report

Support Portal

  • Customer Portal
  • Knowledge Base
  • Attachments in Articles
  • Feedback and Suggetions
  • Search Widgets

Others

  • Mobile Applications
  • Multi-lingual
  • Gamification

Specifications

Ideal For
  • Freelancer
  • Small Business
  • Mid Sized Business
Pricing Model
  • Free Trial
  • One Time Fee
  • Subscription
Deployment
  • Cloud
  • Self Hosted

Visibility

Overall Visibility Score 43.88

Score Influencers

  • Overall
  • Facebook
  • Twitter
  • Google Plus
  • Website Mentions
  • Estimated Visitors

Company Information

Company Name: Quality Unit, s.r.o.

Founded In: 2005

Address: Polígono Ind. Vizcarra, Nave 28, Elche, Alicante, Spain

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