Best For Businesses and organizations in e-commerce that want to keep their customer-care service efficient and enterprising.

Product Details

LiveAgent helpdesk is an intuitive, multi-channel customer support system with a stream of messages, phone calls, emails, chats, and messages from other channels to help you view and respond to tickets and correspondence from your customers and agents.

Automated Ticket Distribution- LiveAgent help desk automatically creates optimal workloads for all agents. This helps you define the number of tickets, phone calls, and chats your agents can handle. In essence, some of your agents will manage more workload, while others will have fewer responsibilities. But still, the automated distribution system will make sure that the agents always have their optimal workload.

CRM (Ticket and Customer Insights)- Keeping important information about your customers may help you increase your sales rapidly. With LiveAgent, you see who you’re communicating with merely by providing the information you want about the customer. You only need to add fields for each contact, and their data will be stored for future references.

Predefined Answers- One efficient and straightforward way to rationalize your workflow is by using predefined answers for support queries that can quickly be answered with a general response. LiveAgent helps you save time and avoid the struggle that comes with formulating separate replies to customers with the same issue. It’s worth noting that predefined answers can also contain attachments.

Universal Inbox- The Universal Inbox by LiveAgent is like an improved version of your regular inbox. It makes sure that you never have to worry about missing out on calls, emails, chats, forum posts, social media tickets and posts, and suggestions from your contacts or agents. What’s more, is that all these are accessible and manageable from your LiveAgent dashboard.

Live Chat- LiveAgent can help you engage productively with your customers and increase your sales. You only need to add the LiveAgent chat button. This live chat software allows you to see what your customers are typing before they send the message. Plus, it will enable you to see where the customers are from and transfer chats to other live agents and send and receive attachments.

Soft Phones- LiveAgent rules out the need to buy phones for your agents. This is because the helpdesk software uses the Twilio voice call integration (VoIP) to enable you and your agents to make and receive calls directly via a computer.

A Wide Array of Integrations- Make the most of your helpdesk software and extend customer satisfaction with an endless list of plugins, apps, and integrations. LiveAgent supports integrations with Klaus, Zapier, GoDaddy, Shopify, Wix, WordPress, Aweber, and Salesflare.

Ban IP- To counter internet fraudsters and other people whose intention might be to dent your business reputation, LiveAgent has the tools to help you block unwanted visitors from accessing your site. Simply ban their IP addresses, and they will not be able to send you messages, chat with you at Live Chat, fill your contact form, leave suggestions, or even give you a call.

SPAM Filters- One the most annoying things in the online work environment is SPAM. SPAM messages ruin your workflow and eat into your time, especially if you decide to delete each message. The LiveAgent helpdesk uses the SpamAssassin to prevent these unsolicited emails don’t get into your inbox.

Email Templates- Configure the email templates you send to your customers and agents using LiveAgent. It helps you launch both plain text emails and HTML text emails before sending them to your target. The WYSIWYG Editor makes editing and styling the content of your email templates a breeze.

Contact Details

  1. LiveAgent
  2. Founded in 2004
  3. Located in New York, Bratislava, Kyiv

LiveAgent Pricing Overview

Starting Price: $15 per agent per month


Starting Price
$15.00/month
Free Trial
Deployment
  • Android
  • Cloud
  • Installed – Mac
  • Installed – Windows
  • iPhone / iPad
  • SaaS
  • Web-Based
  • Web-Based, Cloud, SaaS
Training
  • Documentation
  • In Person
  • Live Online
  • Webinars
Support
  • 24/7 support
  • Chat support
  • Email support
  • Phone support

LiveAgent Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Baseline Manager
  • Diagnostic Tools
  • Full Transaction Diagnostics
  • Performance Control
  • Resource Management
  • Root-Cause Diagnosis
  • Server Performance
  • Trace individual transactions
  • Backup Log
  • Backup Scheduling
  • Compression
  • Continuous Backup
  • Encryption
  • Incremental Backup
  • Local Server Options
  • Multiple System Support
  • Remote Server Options
  • Secure Data Storage
  • Web Access / Restoration
  • Access Controls/Permissions
  • Capacity Management
  • Compliance Management
  • Inventory Management
  • Issue Auditing
  • License Management
  • Maintenance Scheduling
  • Patch Management
  • Remote Access/Control
  • Contact Management
  • Geo Targeting
  • Mass Notifications
  • Scenario Planning
  • Templates
  • Two-Way Communication
  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Audit Trail
  • Corrective and Preventive Actions (CAPA)
  • Disaster Recovery
  • IT Incident Management
  • Incident Reporting
  • Investigation Management
  • OSHA Compliance
  • Safety Incident Management
  • Task Management
  • Alerts/Notifications
  • Appointment Scheduling
  • Automated Scheduling
  • Class Scheduling
  • Employee Scheduling
  • Facility Scheduling
  • Group Scheduling
  • Multi-Location
  • Real-time Scheduling
  • Resource Scheduling
  • Room Booking Management
  • CPU Monitoring
  • Credential Management
  • Email Monitoring
  • Event Logs
  • Patch Management
  • Scheduling
  • Server Monitoring
  • Virtual Machine Monitoring
  • Alerts/Notifications
  • Availability Testing
  • Event Logs
  • FTP Monitoring
  • Mail Server Monitoring
  • Maintenance Scheduling
  • Performance Metrics
  • Real Time Monitoring
  • Transaction Monitoring
  • Uptime Reporting

Frequently Asked Questions

Canned answers are not only limited to owners and admins. Agents can also create predefined or canned answers, but this is only limited to their personal use. It’s only the admin who creates canned messages for every agent or contact.
No, LiveAgent has not yet integrated WhatsApp. However, the digital platform supports integrations with Facebook, Twitter, Instagram, and Viber. See what else can integrate with your helpdesk software on their official website.
LiveAgent backs up all data in the cloud to ensure uptime and maximum reliability. All accounts and information hosted on LiveAgent’s cloud use a two-level backup system. The first backup is done in real-time, where data is replicated from the master server to slave servers. The 2nd level backup is done daily where a snapshot of each database is kept in the active backend and Amazon S3 data center for 15 days.