LiveAgent Review

LiveAgent stands out as one of the few platforms that successfully manages to deliver on multiple fronts, a feat that many attempt but fail to achieve. Following a less-than-ideal experience with a previous product, LiveAgent was approached with low expectations, which perhaps only served to amplify the subsequent positive experience. Even after a thorough reassessment, LiveAgent continued to impress with its capabilities.

In an effort to maintain objectivity, finding flaws in LiveAgent proved challenging. This made the task of identifying “three things I don’t like” notably difficult. The conclusion was inescapable: LiveAgent is a robust customer service management platform, offering comprehensive chat software and efficient issue tracking.

Who is LiveAgent for?

LiveAgent is designed to cater to a wide range of users. Its extensive feature list, appealing user interface, ease of use, and competitive pricing make it accessible to small businesses while being powerful enough to satisfy the needs of enterprise-level users. The inclusion of a free option, beyond the standard trial period, further enhances its appeal, making it a versatile customer service software solution suitable for virtually any user.

LiveAgent’s Features

• Issue Tracking & Management: LiveAgent allows users to view, search, update, and interact with issue task cards. It also converts issue and request emails into support tickets.
• Service Desk: The platform includes a self-service portal for end users to track ticket progress, live website chat for immediate issue resolution, and call management for both voice and video.
• Content Management: Users can manage all support articles and release notes through the knowledge base management feature.
• Monitoring: LiveAgent offers robust reporting and analytics tools, along with real-time dashboards to track service desk activities.
• Additional Features: The platform includes ticket auto-assignment, custom email request templates, and more, all designed to streamline customer service operations.

LiveAgent’s Ease of Use

Functionality, ease of use, and innovation place LiveAgent among the top customer service desk platforms. The clean, modern user interface is both attractive and easy to navigate, with task tabs that facilitate multitasking—a feature that mirrors the best aspects of competing platforms like Zendesk.

Everything within LiveAgent is focused on simplifying the delivery of customer service, managing IT team requests, tracking progress, and building a comprehensive knowledge base. Features commonly found in more robust CRM platforms, such as voice and video call management, are also integrated into LiveAgent, adding to its versatility.

The live chat system is particularly noteworthy, offering detailed agent availability reports and SLA compliance. The platform even provides tracking code for end users’ location data, enhancing the depth of information available.

Navigation is intuitive, with a simple side menu that makes all functions easily accessible. There are no obscure terms or hidden features, ensuring a smooth onboarding process for new users.

After a less satisfying product review experience, LiveAgent emerged as a refreshing alternative. It succeeds where others fail, offering a clean, easy-to-use, powerful, and versatile platform.

Pricing

LiveAgent offers a range of pricing plans to accommodate different business sizes and needs:

• Small Business Plan: Starting at $9/agent per month (billed annually), this plan includes 3 email accounts, 2 live chat buttons, 10 departments, and more.
• Medium Business Plan: Priced at $29/agent per month (billed annually), this plan adds more extensive features, including 10 email accounts, 5 live chat buttons, call center support, and additional rules and reporting capabilities.
• Large Business Plan: The most popular option, at $49/agent per month (billed annually), offers expanded limits and full capabilities, including 150 email accounts, 50 live chat buttons, and more advanced features.
• Enterprise Plan: For $69/agent per month (billed annually), this plan offers a full-scale solution with extra support, including 500 email accounts, 100 live chat buttons, and additional exclusive services.

LiveAgent’s Support

LiveAgent provides extensive customer support options, including phone and email support, a comprehensive FAQ page, video tutorials, user forums, integration guides, a knowledge base, a change log, and a performance status page. With such a broad array of resources, resolving issues is almost guaranteed.

Benefits of LiveAgent

The primary benefit of LiveAgent lies in its intuitive and innovative design. Everything is user-friendly and purpose-driven, making it an excellent option for nearly any user. The platform’s pricing is another significant advantage, offering reasonably priced tiers that include a generous free option. This allows smaller businesses to explore the platform’s features before committing to a paid plan.

Final Verdict

LiveAgent is a rare example of a platform that truly understands and delivers on customer needs. It offers a comprehensive, versatile, and powerful customer service solution that is both refreshing and reliable. With its extensive feature set and intuitive design, LiveAgent is a standout choice among its competitors.