What is Live agent?
LiveAgent is an online Customer Support solution for businesses of all sizes. The platform offers live chat, ticket management, self-service portals and license management – all the tools to keep your customers satisfied.
LiveAgent is a customizable solution that can scale as companies grow their customer base and online services. The software provides a ticket management system where ticket contains the complete history of chat messages, emails, phone calls, or messages from omni channels between the customer and support staff. Your agents can respond to your customers’ requests from a single interface. All tickets are grouped in a common inbox for easy access.
LiveAgent is available as both a cloud based software solution and/or on-premise application installation. The cloud solution is priced on a per user basis, whereas the on-premise option requires up-front payment based on the number of agents.
The Live Agent call centre is easy to set up and use. After creating an account, all you have to do is simply connect your devices and any equipment, add phone numbers and place the link on your site. The call centre offers inbound and outbound call functions and an interactive voicemail system. When a customer calls, your agents receive it directly on their computer. You can also manage other functions like call transfer, routing, call recording function, etc.
By integrating your chat or video software, you can make calls directly from the platform. You can also manage the display of your availability on the site. Live Agent even provides a code to track the country, time and IP address of your callers.
The user interface is modern, attractive and accessible. The task tabs allow you to better manage your open windows. Comprehensive reporting is also available for tracking tickets and building knowledge base.
Overall LiveAgent is a great solution for small to medium business.
Live agent
What popular features do you get with Live agent?
- Call centre setup
- Social media integration
- Ticketing system
- Live Chat
- Knowledgebase
- Workflow automation
- Fully Multi-lingual
- CRM integrations
- Mobile application
- Omni channel support
- Proactive chat invitations
- Task automation
- Collaboration tools
- SLAs to prioritise tickets
- Comprehensive reporting and analytics
- What-you-see-is-what-you-get (WYSIWYG) editor
Customer Support is available at Live agent
LiveAgent offers 24/7 technical support by phone, live chat, and email – very similar to their robust platform. The company website also has a thorough online knowledgebase with 100s of articles and dozens of educational videos. The tutorials contain numerous well-explained screenshots showing you how to tweak LiveAgent’s settings and make the most of the platform’s features.
What kind of business is Live agent ideal for?
Live agent is a great customer support platform for organizations of all sizes from start-ups and SMEs to large enterprises. It even is used by government agencies, charities and education sector.
This platform is particularly popular in e-commerce, hospitality, travel, marketing, telecommunications and entertainment sectors.
Pros and Cons
- Easy to set up
- Rich help centre
- Advanced features in the cheaper plans
- Lighter solution with efficient features
- Automatic ticket outing
- Free plan available
- Chat to SMS not included
- Expensive social media support
People like you also researched
Here are some products we think might be a good fit based on what people like you viewed.
Freshdesk
- Easy to set up and use
- Free plan supports an unlimited agents
- Omnichannel service
- In-app collaboration tools
Zendesk
- AI-powered bots and analytics
- Built-in voice calling
- Free on-demand video courses
- Comprehensive ticketing
How much does Live agent cost?
*based on information provided by the vendor. Actual cost may vary.
Free plan costs nothing but includes features like 7 days ticket history, basic reporting, 1 email, 1 phone, 1 chat button, customer portal,
Ticket plan costs $15 per agent per month; includes everything in the free plan plus unlimited ticket history, unlimited email addresses, API integrations, advanced reporting, time rules and white glove set up
Ticket + chat plan costs $29 per agent per month; includes everything in the ticket plan plus unlimited chat buttons, feedback management, real time visitor reporting and satisfaction surveys.
All-inclusive plan costs $49 per agent per month and has all the features available.
Final thoughts...
LiveAgent is one of the superior customer service software in market for businesses that want to integrate phone, email, and live chat customer support communications. LiveAgent also does a nice job with automatically routing tickets across teams and helping your support agents stay on the same page when dealing with an influx of customer requests.
Their free plan caters well to small businesses but the paid plans can become expensive investment. It would be great to get social media integrations and additional chat-to-sms function at an affordable rate. However these may not be important features for some business.
Visit their website today to find the right plan for your business.
