LiveAgent Review: Pros, Cons & Pricing of a Top Help Desk App

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LiveAgent offers a comprehensive help desk solution for businesses of all sizes. It can also be used for multiple organizations at no extra cost. 

Through LiveAgent, you get to enjoy email, chat, and social media management features that allow you to assist with customer concerns. 

LiveAgent currently has live chat, automated ticketing, calls, and emails as part of its customer service solution. Each one has a unique feature that makes it stand out. 

For instance, the automated ticketing system automatically turns all customer concerns into tickets for better monitoring. Meanwhile, the call center software offers everything businesses need for better voice support.

Lastly, the report section allows managers to track the teams from all departments and get a statistic report on how well agents are doing their jobs in their fields. 

If you’re already using another software for your business, then check to see if LiveAgent can be integrated with it. LiveAgent integration is possible with several applications, allowing for more customized customer experience for your business.

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Benefits of LiveAgent

LiveAgent reviews confirm it offers peace of mind with its help desk features. It allows you to connect and communicate with your customers from any platform of their choosing. Here is a quick overview of LiveAgent’s features and how it helps your business.

Automated Ticketing

First is the automated ticketing system. These tickets come with everything an agent needs to know about the customer and the issue at hand. The system also encourages collaboration as it allows agents to help each other through the help desk collaboration feature. Through this, customer concerns are answered faster.

Real-Time Typing-View

Next, LiveChat allows companies to bridge the gap and allow for a more natural conversation with customers through the company website or social media pages. Its real-time typing view feature enables agents to see customer inquiries as they are being typed. That way, they can prepare their answers beforehand, and provide fast customer service as well as increase customer satisfaction. 

Reporting

The report section of LiveAgent gives managers a complete view of what the team is currently up to. One of the views is the leaderboard, where agents who answer the most tickets are put on top. Through gamification, managers can make work more fun for employees by rewarding top performers with badges. Customize the badges to suit your goals and encourage friendly competition among the agents. Doing so helps keep them competitive and striving to do better in their field.

Overview of LiveAgent Features

  • Hybrid ticket stream
  • Proactive chat invitations
  • Responsibility
  • Departments
  • Tags
  • Service-Level-Agreement (SLA)
  • Business hours
  • Contact groups
  • Contacts
  • Agents
  • Ticket fields
  • SPAM filters
  • Pause
  • Filters
  • Canned messages (Macros)
  • Predefined answers
  • Knowledgebase
  • Forum
  • Notes
  • Ticket/Customer insights (CRM)
  • Attachments
  • Email notifications
  • Agent collision detection
  • Contact forms
  • Contact form gallery
  • Real-time chat
  • Chat button gallery
  • Chat invitation gallery
  • Chats overview
  • Chat history
  • Online visitors
  • Chat distribution
  • Real-time typing-view
  • Twitter and Facebook integration
  • Analytics and agent ranking overview
  • Performance and department report
  • Rewards & Badges
  • Levels
  • Benchmarks and Leaderboards
  • 39 translations available
  • Language adaptable widgets
  • Tag reports
  • SLA Compliance report
  • SLA Log report
  • Agent availability
  • Agent report
  • Channel report
  • Customer portal
  • Feedback & Suggestions
  • Gamification

Pricing of LiveAgent

LiveAgent pricing is offered in five different plans depending on your current requirements: Ticket- $15/agent/month; Ticket+Chat- $29/agent/month; All-inclusive- $39/agent/month; Downloadable- $11,950-one time payment; and Enterprise- by quote.

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About Author

Kate Stephens is a young and creative graphic designer as well as the mastermind behind AlternativesFinder.com her own startup company aimed at providing customers with reliable and often cheaper alternatives to various popular brands and products from all possible markets.

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