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LiveAgent vs Supportbench

LiveAgent vs Supportbench

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Overall Rating
4.7 (1631)
4.9 (110)
Ease-of-Use
4.6 / 5
4.8 / 5
Value for Money
4.7 / 5
4.8 / 5
Customer Support
4.7 / 5
4.9 / 5
Functionality
4.6 / 5
4.7 / 5
Last Review Written
October 8, 2024
May 14, 2024
Pros/Cons
  • Pros

  • They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.
  • The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
  • Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.
  • Cons

  • The only complaint I have is that when I connect my gmail account to the software it automatically marks my email as read. Very annoying when you're on the go.
  • I mainly miss the possibility to search for e-mails by e-mail address, because without this option, working with LiveAgent is very complicated. Then the communication is very confused.
  • Poor statistics and reporting functionality. No grading of rights making it difficult to distribute partial admin rights.
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  • Pros

  • It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process.
  • It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.
  • Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results.
  • Cons

  • You can miss replies to already existing cases. Notifications are not good enough.
  • There are no webhooks at the time of this review, however, I'm told they are on the roadmap.
  • I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner.
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Pricing Range
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$
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$
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$
Product Demo & Screenshots
Product Demo
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Advisor Recommendations & User Awards
FrontRunners

The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.

FrontRunners

2024

FrontRunners

2024

Advisor Recommendations

Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.

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Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos