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Provider Overview

The first version of LiveAgent was originally introduced way back in mid 2007, when the provider was searching for a good helpdesk ticketing system to utilize for their own products. However, unhappy with the existing options, founders Andrej Harsani and Viktor Zeman decided to develop their own all-in-one helpdesk software. After a noticeable increase in their own customer satisfaction, the duo decided to release LiveAgent to the world. Available in over 30 languages, LiveAgent is a complete helpdesk ticketing, live chat, and even now call center solution designed for SMBs. As of 2015, LiveAgent hit a milestone of 15,000 customers leveraging their software and platform. LiveAgent has since won many recommendations and awards for their platform, and even includes some high profile clients including well known Chinese smartphone manufacturer Huawei.  

LiveAgent Pricing and Services

Features:

  • Ticket Management
  • Universal Inbox
  • Ticketing
  • Hybrid Ticket System
  • Automated Ticket Distribution
  • To Solve Button
  • Rules
  • Time Rules
  • Responsibility
  • Departments
  • Time Tracking
  • Tags
  • SLA Support
  • Business Hours
  • Contact Groups
  • Contacts
  • Internal Tickets
  • Mass actions
  • Spam filters
  • Filters and Notes
  • Merge Tickets
  • Email templates
  • Ticket/Customer Insights (CRM)
  • Canned Messages and Macros
  • Predefined Answers
  • Attachments
  • Export Tickets
  • Forward Tickets
  • Search & Replace
  • Email Notifications
  • WYSIWYG Editor
  • Online ticket history
  • Multiple ticket tabs
  • Agent collision Detection
  • Agent ranking
  • Contact forms
  • Gifs and Sounds in tickets
  • Audit Logs

Live Chat

  • Real-time chat
  • Proactive chat invitations
  • Chat button gallery and animations
  • Chat invitation gallery
  • Chat window docking
  • Chats overview
  • Chat history
  • Online Visitors
  • Chat distribution
  • Real-time typing view
  • Chat embedded tracking
  • Max queue length

Social

  • Twitter
  • Facebook

Call Center

  • Call Center Overview
  • Video Chat
  • IVR
  • Call Transfers
  • Call Routing
  • Unlimited Call Recordings
  • Softphones
  • Supported call devices

Reporting

  • Analytics overview
  • Performance report
  • Agent ranking overview
  • Department report
  • Tag reports
  • SLA Compliance report
  • SLA Log report
  • Agent availability
  • Agent report
  • Channel report

Support Portal

  • Customer portal
  • Knowledge base
  • WSIWYG editor for articles
  • Attachments in articles
  • Forum
  • Feedback & Suggestions
  • Search widgets

Multilingual

  • 39 translations available
  • Language adaptable widgets

Security

  • Ban IPs
  • 2-Step Verification
  • HTTPS Encryption
  • GDPR Compliance

Pricing and Plans Ticket - $15/agent/mo

  • Custom Domain
  • E-mail Ticketing
  • Contact Forms
  • Automation, SLA, API
  • Forum & Knowledgebase
  • iOS & Android apps

Ticket + Chat - $29/agent/mo

  • All from Ticket, plus
  • Live Chat
  • Visitor Monitoring
  • Chat Invitations
  • Feedback Management
  • Multibrand Support
  • Chat Reports

All-Inclusive - $39/agent/mo

  • All from Ticket + Chat, plus
  • Cloud Call Center
  • Advanced Social Channel
  • Time Tracking
  • Audit Log
  • Advanced Reports
  • Gamification

  Editor's Bottom Line of LiveAgent  

Designed from the ground up to be an all-in-one helpdesk solution, LiveAgent offers an impressive and extensive feature list. With competitive pricing, LiveAgent makes it easy for even the smallest organizations to gain access to a professional, intuitive and powerful helpdesk solution. In their most basic Ticket offering, users still gain access to a Custom Domain, E-mail ticketing, contact forms, and even self-service options for their customers, including forums and a knowledge base. In fact, LiveAgent does not place agent limitations on their different plans, but instead segments their solutions based on functionality. If your team simply needs a ticketing solution, and maybe some self-help options, then the cost effective Ticketing plan is more than enough. However, if your organization is looking to also handle Live Chat on your website, as well as visitor monitoring, then the Ticket + Chat option will fit better. This pattern again continues, with LiveAgent's most expensive All-Inclusive plan offering ticketing, live chat and even cloud call center functionality. Despite their headquarters based in Europe, LiveAgent does have a U.S. location, and is able to provide service in over 30 different languages. Their solutions are absolutely feature packed as well, with even the basic Ticket plan providing users with over 20 different ticketing features and functions. LiveAgent also includes some extra functionalities not normally found in SMB solutions, including gamification and even unlimited call storage.

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