Today, we are turning our attention to another chapter in the series of reviews of customer support tools — LiveAgent.
In this article, we'll cover:
What Is LiveAgent Software?
LiveAgent helpdesk is an omnichannel customer support and service software.
LiveAgent is leveraged by around 40 thousand businesses worldwide. It helps 150 million users using the LiveAgent app. LiveAgent’s omnichannel nature helps support teams connect with customers of all demographics:
- Baby Boomers want support teams to be available on the phone around the clock.
- Generation X likes a mix of old and new technologies, so both chat and phone will do.
- 81 percent of Millennials prefer connecting with businesses over social media.
- 61 percent of Gen Z customers have admitted to actively avoiding calling businesses.
Being omnichannel helps businesses communicate with all demographics and connect with them in a more efficient way.
LiveAgent Features
Ticket Management
LiveAgent reviews from small businesses point out the perks of the software’s ticket managing system.
The system receives a customer request, automatically turns it into a ticket and assigns to a support consultant who can leave comments, tags, or manage ticket-related responsibilities among other team members. The system allows tickets to be processed and resolved without the loss of any information.
Live Chat and Email Communication
More than 40 percent of customers expect a live chat window on a website. LiveAgent can be easily installed onto a webpage and provide almost half of customers with the opportunity to connect with a support team in a preferred way.
According to research, 54 percent of customers use email to reach support teams. LiveAgent manages inbound email communication through a ticketing system that assigns a unique ticket ID to each email. The emails are then assigned to support agents responsible for the thread.
These LiveAgent systems allow teams to deal with customer communication in a fast and efficient manner.
Gamification
What Is Gamification?
Gamification is a process of adding game elements or mechanics into non-game software.
LiveAgent reviews from businesses point out the positive changes that gamification brings to their processes. The software offers two gamification elements:
- Badges — awarded to support consultants based on their performance during the week.
- Levels — the better the agent is performing, the higher the level will be. This functionality promotes healthy competition and high team productivity.
Other Features
Among others, LiveAgent reviews note features like:
- Call logging and monitoring
- Account management
- Activity dashboard
- Agent notifications
- Escalation management and so on.
The combination of the core features makes LiveAgent one of the most versatile solutions in the market.
LiveAgent Integrations
Slack
One of the LiveAgent CRM biggest advantages is its integration with Slack. It allows support teams to instantly see the information about incoming tickets, customers’ responses, and all existing tickets.
The integration provides customers and support teams with an opportunity to connect with no delays, which can lead to a higher satisfaction rate.
Mailchimp
Setting up and managing email marketing, subscription management, and quick replies to customer — all of this is possible with the help of LiveAgent and Mailchimp integration.
LiveAgent reviews talk about the easy process of setting the integration up and the improvement that it brings into the process of subscription management.
WordPress
LiveAgent WordPress integration allows companies to install the chat button onto their webpage. This enables customers to easily access support teams and get the needed resolution.
Shopify
100 million users from 175 countries use Shopify. Providing them with smooth omnichannel support with the help of LiveAgent promotes customer-centric approach and establishes firm communication with the customer base.
LiveAgent Pricing
LiveAgent reviews say any business can find a suiting plan.
Free
Cost: $0 per agent per month
- ✅ 7 days ticket history
- ✅ Basic reports
- ✅ Customer portal + forum
- ✅ Customer Service
- ✅ 1 chat button
- ✅ 1 phone number
- ✅ 1 email address
Ticket
Cost: $15 per agent per month
- ✅. Unlimited ticket history
- ✅ Time rules
- ✅ Customer Service
- ✅ Unlimited email addresses
- ✅ Customer portal + forum
- ✅ API + integrations
- ✅ Advanced reporting
- ✅ White Glove Setup
Ticket + Chat
Cost: $29 per agent per month
Everything in Ticket plus:
- ✅ Unlimited Chat buttons
- ✅ Time tracking
- ✅ Proactive chat invitations
- ✅ Chat satisfaction surveys
- ✅ Social networks
- ✅ Real time visitors monitor
- ✅ Audit log
All-Inclusive
Cost $39 per agent per month
Everything in Ticket + Chat for free plus:
- ✅ Call center support
- ✅ Video call
- ✅ IVR
- ✅ Call routing and transfers
- ✅ Hardware IP phone
- ✅ Unlimited call recordings
LiveAgent pricing allows small businesses to choose a package suitable for them. Big teams and enterprises may find the process of choosing difficult.
LiveAgent Alternatives
Freshdesk
Freshdesk and LiveAgent have similar pricing and can be leveraged by small teams and startups. LiveAgent’s functionality is much broader and provides support teams with a solid base for superb customer communication.
LiveAgent vs. Zendesk
When compared, Zendesk CRM seems a better option for scaling teams and enterprises. LiveAgent makes ROI easier because of its broad functionality and a broader choice of languages.
QCRM
QCRM was developed by SupportyourApp in-house. It provides us with the possibility to make tweaks and changes needed by our clients and provide the best omnichannel solutions for communication with our clients’ customers. This helps us maintain our average satisfaction KPI score on the level of 95 percent.
LiveAgent Review: Software’s Pros and Cons
| ✅ | ❌ |
| Very broad functionality | Not web friendly |
| 39 languages | The interface may seem overloaded |
| Marks emails according to urgency | Doesn’t integrate with the most popular messenger |
| See-through ticket management system | Very limited social media integration |
| Efficient email tagging system | Reports are very generic |
| Extensive knowledge base | Tricky ticket merging functionality |
LiveAgent is a good solution for small businesses and startups without a big flow and the need to provide their customers with basic communication opportunities. Despite its extensive functionality, big businesses are better off opting for a solution with a better ticket management system and a possibility to connect with customers through social media.
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Having been one of the core parts of SupportYourApp, Nick helped to support 50+ products before realizing his vocation of building support processes and integrating all the necessary tools. During the last 5 years he worked with various companies from all around the world, helping them launch their service with SupportYourApp.
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