Live Chat Software
Enhance customer service with real-time live chat and multi-channel support.
Executive Summary
LiveAgent is an integrated customer support software that provides real-time live chat functionality alongside a robust ticketing system, social helpdesk, and voice helpdesk. It is designed to help businesses engage with website visitors, convert them into customers, and streamline customer service operations across multiple channels. The platform is recognized for its fast implementation and is considered a leader in live chat software by customers on prominent review sites. The software offers a free plan with significant features, allowing businesses to start with real-time engagement and multi-channel support. Key features include proactive chat invitations, chat routing, and a unified inbox for managing all customer interactions. LiveAgent aims to consolidate various communication channels into a single, easy-to-use platform, improving efficiency and customer satisfaction. LiveAgent also incorporates AI capabilities to boost response times, enhance customer satisfaction, and streamline support ticket responses. It supports seamless integration with other tools through its API and various plugins like Zapier and Slack, enabling automation and efficient data sharing. The platform adheres to industry security standards and legal requirements, including GDPR, CCPA, HIPAA, and PCI-DSS, with its data hosted on SOC 2 compliant AWS infrastructure.
Use Cases
- Providing real-time customer support and engagement on websites.
- Converting website visitors into customers through proactive chat invitations.
- Managing multi-channel customer inquiries (chat, email, social media, voice) from a unified helpdesk.
- Automating customer service workflows and data sharing through integrations with other business tools.
- Improving customer satisfaction and agent response times with AI-powered assistance.
Features
Visibility
- Chat Invitations: Place proactive chat invitations on custom URLs on your website to engage visitors and convert them into customers.
- Multi-channel Support: Manage customer interactions across various channels including live chat, email, social media, and voice from a single platform.
- Ticketing System: A robust ticketing system to organize, track, and resolve customer inquiries efficiently.
- Unified Inbox: Consolidate all customer communications into a single, integrated inbox for streamlined agent workflow.
Intelligence
- AI-Powered Response Generation: Utilize AI to boost response times, improve customer satisfaction, and streamline support ticket responses.
- Proactive Chat: Engage website visitors proactively with automated chat invitations to offer assistance and drive conversions.
Support
- Real-time Live Chat: Provide instant customer service and support through real-time chat functionality on your website.
- Chat Routing: Automatically route chats to the most appropriate agent or department based on predefined rules or agent availability.
- Ticketing System: Manage and track customer issues through a comprehensive ticketing system, ensuring no query is missed.
- Multi-channel Helpdesk: Offer support across various channels including live chat, email, social media, and voice, all integrated into one helpdesk.
Technical Specifications
- Architecture
- Multi-tenant SaaS
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- AWS
AI/ML Stack
- FlowHunt
- AI agents
Security & Compliance
Encryption: End-to-end encryption for data in transit and at rest.
Pricing
- Model
- Freemium with tiered plans
- Starting Price
- Free plan available, paid plans vary.
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Cancel any time
- Free Trial
- Yes, 30 days (credit card required)
About LiveAgent
LiveAgent is a comprehensive SaaS platform that provides an all-in-one customer support solution, centralizing communications across email, live chat, social media, and phone. It offers features like ticketing, a built-in call center, knowledge base, and analytics, enabling businesses to streamline customer service and enhance satisfaction, with capabilities for AI integration.
Alternatives to Live Chat Software
- Live Chat Widget by Crisp — Real-time, customizable live chat for instant customer engagement and support.
- Live-stream Customer Service App by VTEX — Deliver personalized, one-to-one customer service via live-stream video for an exclusive shopping experience.
- LiveChat by livechat — AI-powered live chat for sales, support, and customer engagement.
- Messaging & Live Chat by TeamSupport — AI-powered live chat and messaging for B2B customer support and engagement.
- Olark by olark — Simple chat and AI tools for support, sales, and lead generation.
- Ortto Talk (Live Chat) by Ortto — AI-powered live chat, seamlessly integrated with marketing automation and customer data for personalized support.
- Peek (Co-browsing) by Reamaze — Real-time screensharing and co-browsing for instant customer support and insights.
- Real-Time Agent Assist by Tethr — Empower agents to deliver exceptional service with the AI assistant that's helpful, not distracting.