LiveAgent

LiveAgent

(697)
4.5 out of 5 stars

LiveAgent is a multi-channel, interactive and easy-to-use customer service software.

Work for LiveAgent?

Learning about LiveAgent?

We can help you find the solution that fits you best.

LiveAgent Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

87%
(Based on 375 reviews)
Response Automation

Respond to common requests with standard reply

88%
(Based on 352 reviews)
SLA Management

Service Level Agreement Management

86%
(Based on 270 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

87%
(Based on 346 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 361 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 382 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

90%
(Based on 384 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

86%
(Based on 68 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

86%
(Based on 60 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

84%
(Based on 56 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

84%
(Based on 53 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

93%
(Based on 153 reviews)
Notifications

Delivers notifications to both sides of the conversation.

90%
(Based on 151 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

88%
(Based on 108 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

89%
(Based on 103 reviews)
Process
Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

n/a
Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

91%
(Based on 41 reviews)
Macros

Allows administrators to create templated responses to frequently asked questions.

85%
(Based on 28 reviews)
Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

90%
(Based on 31 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

86%
(Based on 65 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

87%
(Based on 60 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

90%
(Based on 69 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

92%
(Based on 67 reviews)
Internal Use
Customization

85%
(Based on 327 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

91%
(Based on 132 reviews)
Lead Development

Enables employees to denote potential customers.

n/a
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

89%
(Based on 124 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

90%
(Based on 114 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

88%
(Based on 112 reviews)
Channels
Phone

Connects employees with customers through a calling solution.

94%
(Based on 19 reviews)
Text

Connects employees with customers through a text message solution.

n/a
Email

Connects employees with customers through an email solution.

92%
(Based on 33 reviews)
Social

Connects employees with customers through a social media solution.

89%
(Based on 34 reviews)
Live Chat

Connects employees with customers through a live chat solution.

95%
(Based on 43 reviews)
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

87%
(Based on 23 reviews)
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

88%
(Based on 34 reviews)
Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

90%
(Based on 34 reviews)
Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

92%
(Based on 35 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

88%
(Based on 301 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

91%
(Based on 355 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

92%
(Based on 336 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

85%
(Based on 233 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

85%
(Based on 138 reviews)
Customer and Contacts Database

Central repository for account and contact information

86%
(Based on 179 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

88%
(Based on 127 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

86%
(Based on 35 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

86%
(Based on 89 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

87%
(Based on 159 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 262 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

87%
(Based on 201 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

88%
(Based on 199 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

86%
(Based on 188 reviews)
Reporting

86%
(Based on 312 reviews)
Dashboards

88%
(Based on 341 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

86%
(Based on 114 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

79%
(Based on 198 reviews)
Customization

85%
(Based on 327 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

85%
(Based on 260 reviews)
Internationalization

86%
(Based on 193 reviews)
Performance & Reliability

89%
(Based on 260 reviews)
Integration APIs

84%
(Based on 170 reviews)
LiveAgent
(697)