LiveAgent: Use Cases, Capabilities & Competitors

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Simple customer support software for teams

LiveAgent Overview

"LiveAgent is an all-in-one help desk and customer support software that provides businesses with a comprehensive omnichannel communication platform. It combines ticketing, live chat, call center, and social media integration to streamline customer interactions. Key Features: • Multi-Channel Ticketing System – Converts emails, chats, calls, and social media messages into tickets for easy tracking. • Live Chat – Real-time chat with advanced features like proactive chat invitations and chat routing. • Call Center Integration – VoIP-based call center with IVR, call recording, and automated callbacks. • Social Media Support – Integrates with Facebook, Twitter, Instagram, and Viber for direct customer interactions. • Knowledge Base & Self-Service Portal – Helps businesses create FAQs, articles, and community forums. • Automation & Rules – Smart workflow automation, SLA management, and canned responses. • Internal Collaboration – Agent collision detection, internal chat, and notes to improve teamwork. • Customer Portal – Customizable self-service options with ticket history access. • Reporting & Analytics – Real-time performance reports, customer satisfaction ratings, and agent performance tracking."

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Engagement Management, as the business use cases that they have been most satisfied with while using LiveAgent.

Other use cases:

Contact List Management
Communication Management
Call Recording
Customer Feedback Management
Social Media Management
Training & Onboarding
Rating And Review Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using LiveAgent.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Digital And Social Presence
Enter New Markets Internationally Or Locally
Improve ROI
Improve Efficiency
Scale Best Practices
Launch New Products
Grow Market Share
Improve Visibility
Improve Brand Engagement
Build Brand Awareness

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LiveAgent Use-Cases and Business Priorities: Customer Satisfaction Data

LiveAgent works with different mediums / channels such as Chat. Phone Calls. Social Media etc.

LiveAgent's features include Ticketing, Recording, Personalization, etc. and LiveAgent support capabilities include Chat Support, Email Support, Phone Support, etc. also LiveAgent analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Managing customer service for multiple websites as a solo operation was a mess, juggling between inboxes and tracking requests and follow-up...." Peer review by Alexandre V, Project Manager

Peer review evidence (same sources as the product rating summary)

"...This is outstanding and has everything you need for a fully functional information and help desk as well as live chat...." Peer review by Verified Reviewer, Marketing and Advertising

"...No other company I have found allows you to connect all of the features of tickets, chats, social media, knowledge base, and user forums all in one...." Peer review by Aaron W, Director of MediaShout User Experience

"...Now, we have our users trained to submit tickets into LiveAgent via email, giving them an automated response with a ticket number and clear way to follow up...." Peer review by Mark G, IT Consultant, Information Technology and Services

LiveAgent, Cayzu Help Desk, Service Creatio, Vision Helpdesk, Remote Support Desktop, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

LiveAgent offers simple customer support software for teams. Great customer service is achieved with better help desk tools, and setup takes just 5 minutes.

Popular Business Setting

for LiveAgent

Top Industries

Information Technology and Services
Internet
Computer Software

Popular in

Small Business
Mid Market
Enterprise

LiveAgent is popular in Information Technology And Services, Internet, and Computer Software and is widely used by Small Business, Mid Market, and Enterprise.

LiveAgent Customer wins, Customer success stories, Case studies

How does LiveAgent address your Helpdesk Management Challenges?

LiveAgent offers comprehensive helpdesk management capabilities, including live chat, ticketing, call center functionality, and a customer service portal. It supports multiple communication channels, including email, social media, and internal messaging. The platform is limited by its relatively high price point, and integration with other business tools could be expanded.

"...This is outstanding and has everything you need for a fully functional information and help desk as well as live chat...." Peer review by Verified Reviewer, Marketing and Advertising

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Why is LiveAgent the best choice for Knowledge Management?

LiveAgent's knowledge management capabilities allow for the creation and customization of comprehensive knowledge bases, serving as a central resource for customers and agents. The system facilitates the seamless integration of knowledge bases with other channels, such as tickets, chats, social media, and user forums. While LiveAgent offers robust knowledge management features, it lacks the ability to restrict knowledge base access to specific clients.

"...No other company I have found allows you to connect all of the features of tickets, chats, social media, knowledge base, and user forums all in one...." Peer review by Aaron W, Director of MediaShout User Experience

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What solutions does LiveAgent provide for Engagement Management?

LiveAgent facilitates customer engagement by providing a centralized platform for managing interactions across multiple channels, including chat, social media, email, and phone calls. The software offers a ticketing system for tracking and responding to customer queries, enabling agents to provide follow-ups and ensure customer satisfaction. LiveAgent's capabilities are limited by the lack of pre-configured rules, necessitating manual setup of ticket notifications, follow-ups, and automations.

"...Now, we have our users trained to submit tickets into LiveAgent via email, giving them an automated response with a ticket number and clear way to follow up...." Peer review by Mark G, IT Consultant, Information Technology and Services

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What solutions does LiveAgent provide for Contact List Management?

LiveAgent enables businesses to manage customer contacts effectively by providing a central platform for communication. It allows agents to track interactions across multiple channels, including live chat, phone calls, and email. This consolidated view facilitates efficient customer service and strengthens relationships. LiveAgent's contact management capabilities may be insufficient for businesses that only require a simple contact form and infrequent customer interactions.

"...I like the way that as an entrepreneur with several small businesses we can manage client contacts from one place...." Peer review by Joanne L., Non-Profit Organization Management

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How can LiveAgent enhance your Communication Management process?

11 buyers and buying teams have used Cuspera to assess how well LiveAgent solved their Help Desk needs. Cuspera uses 12773 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Frequently Asked Questions (FAQ)

What buyers ask before choosing LiveAgent

What is LiveAgent?

LiveAgent is an all-in-one help desk and customer support software that provides businesses with a comprehensive omnichannel communication platform. It combines ticketing, live chat, call center, and social media integration to streamline customer interactions.

What is LiveAgent used for?

LiveAgent is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Engagement Management .