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'''LiveAgent''' is an online multi-channel customer support software with [[help desk software]], [[Ticketing system|ticketing]] functionality, [[automation]], [[Live support software|live support]] and live chat, and [[web analytics]] capabilities. IIt is developed and offered in SaaS ([[software as a service]]) business model or on-premise (self hosted) business model. |
'''LiveAgent''' is an online multi-channel customer support software with [[help desk software]], [[Ticketing system|ticketing]] functionality, [[automation]], [[Live support software|live support]] and live chat, and [[web analytics]] capabilities. IIt is developed and offered in SaaS ([[software as a service]]) business model or on-premise (self hosted) business model<ref>{{cite web |url= https://www.magentocommerce.com/magento-connect/liveagent-live-chat-helpdesk.html|title=LiveAgent - Live chat & Helpdesk |last= |first= |date= |website= [[Magento]]|publisher= |access-date= |quote=}}</ref>. |
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Is used as a [[Service desk (ITSM)|single point of contact]] to manage all [[customer service]] and [[E-commerce|online sales]] activities from one software that normally are provided using different channels (email, chat, phone and [[social media]]) and multiple tools. |
Is used as a [[Service desk (ITSM)|single point of contact]] to manage all [[customer service]] and [[E-commerce|online sales]] activities from one software that normally are provided using different channels (email, chat, phone and [[social media]]) and multiple tools. |
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==External links== |
==External links== |
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*[https://growthhackers.com/articles/interview-with-david-cacik-head-of-marketing-at-liveagent Interview With David Cacik - Head of Marketing at LiveAgent] |
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Revision as of 08:32, 23 March 2017
| Developer(s) | Quality Unit, s.r.o., New York |
|---|---|
| Initial release | 15 September 2007 |
| Operating system | Web-based, Windows, OS X, Android, iOS, UNIX/Linux |
| Available in | 39 languages |
| Type | Live support software, e-commerce, web analytics, ticketing system |
| License | Proprietary (SaaS) |
| Website | ladesk |
LiveAgent is an online multi-channel customer support software with help desk software, ticketing functionality, automation, live support and live chat, and web analytics capabilities. IIt is developed and offered in SaaS (software as a service) business model or on-premise (self hosted) business model[1].
Is used as a single point of contact to manage all customer service and online sales activities from one software that normally are provided using different channels (email, chat, phone and social media) and multiple tools.
Technology
Technically, LiveAgent is a proprietary software built with use of multiple technologies, including JavaScript, PHP, MySQL, and ElasticSearch[2].
The platform consists of two main elements:
- Agent panel
- Application widgets - embedded on customer's website and seen by the end users (website visitors).
There is two options of how a chat session can be initiated:
- Initiated by end user on a website
- Initiated by agent from the Agent panel (the system can also send an automatic pro-active chat invitation as soon as the visitor meets the predefined criteria)
In areas unrelated directly to the product, LiveAgent relies on 3rd party services. This includes Stripe and Braintree for subscription billing and Grafana for performance monitoring and uptime tracking.
LiveAgent is available for custom integrations over REST-based API[3].
Features
Apart from help desk and chat functionality, other core features include: social media integration, automation rules, department segmentation, multi-brand support, knowledge base widget, phone centre integration with 3rd party service Twilio. The product claims to have 170 support related features[4]. Reports section allows calculating the conversion from chat invitations into chat sessions and then into sales. The software also offers reporting capabilities on agents and their performance.
LiveChat is available in 39 languages: Arabic, Catalan, Chinese Simplified, Czech, Danish, Dutch, English, Filipino, Finnish, Flemish, French, Greek, Hebrew, Hungarian, Indonesian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, German, Italian, Slovak.
Awards and recognitions
In the Fall 2016 Help Desk Software Grid℠ Report of G2 Crowd, LiveAgent was called a High Performer of the industry. It also earned the highest overall satisfaction score[5].
The same year, G2 Crowd released their Top 10 Help Desk Software for Small Business, ranking LiveAgent on first position[6].
LiveAgent was distinguished with 2016 Supreme Software Award as well as the Experts’ Choice Award for 2016 by software review website Finances Online[7].
Criticism
There are users who emphasize the high cost of the product, especially when compared to cheaper or free solutions available on the market. Lack of freemium version and expensive pricing are mentioned by customers. There are also users who point out that "range of features & services" justify the price. Critical reviews also claim that the design of the application needs an update and integrations with some 3rd party services such as Salesforce[8][9].
See also
References
- ^ "LiveAgent - Live chat & Helpdesk". Magento.
- ^ "LiveAgent Requirements". support.ladesk.com.
- ^ "Complete API reference". support.ladesk.com.
- ^ "LiveAgent". getapp.com.
- ^ "The Best Help Desk Software According to G2 Crowd Fall 2016 Rankings". g2crowd.com.
- ^ "Top 10 Help Desk Software for Small Business". g2crowd.com.
- ^ "LiveAgent REVIEW". financesonline.com.
- ^ "LiveAgent reviews". trustpilot.com.
- ^ "LiveAgent Software". softwareadvice.com.