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LiveAgent REVIEW

Service Desk Software

65 user reviews
USER SATISFACTION 100%
OUR SCORE 9.3

What is LiveAgent?

LiveAgent is a reputable help desk software that leverages the power of multiple communication channels and combines robust customer support functionalities into a compact interface. This tool provides its users with live chat functions, email integration, and social media support. It is also packed with all the essential customer support features that you might need. These include gamification, ticket status monitoring, POP3 account management, file sharing, and contact form creation.

Unlike traditional help desk systems, LiveAgent was built to be easily navigable for novice users yet intuitive enough for professionals, making it easy to learn and implement. Plenty of businesses, large and small, swear by the user-friendly navigation of this system. In fact, some say you can gain mastery of it within hours of implementation. Additionally, LiveAgent can support a multitude of integrations. This way, users may extend its functionalities according to the unique needs of their operations.

Moreover, LiveAgent is primarily a customer-focused solution that is designed for adaptability, flexibility, and scalability. In addition, the vendor gives their subscribers unlimited 24/7 support via phone, email, or live chat regardless of business size. This way, you won’t have to worry about extra charges everytime you ask their representatives to assist you with the program’s maintenance. Likewise, the vendor has in-house technical support, so you can ensure hands-on assistance and fast resolution times whenever you contact them. In case you have complex questions that require high-level decisions, the company can even push your inquiries up to the development heads or their CEO.

Furthermore, the subscription packages offered by the vendor was created to help you get your money’s worth. These are made to scale up and down so you only get the functionalities you need–no more, no less. Whether you own a small business or a large enterprise, you can be sure that you will only be paying for the functions that you will actually be using for your operations.

Likewise, the vendor doesn’t force their customers to get additional licenses even if you are running multiple websites. This is because the platform already allows users to create multiple chat buttons, knowledge bases, and contact forms for different brands. Not only does this save you money but it also helps you keep your communication channels organized and streamlined.

Finally, LiveAgent gives its users different deployment options. If you are a tad paranoid about the security of your data and wish to keep it within the premises of your office, you can choose to host the software on your company’s server. Should you prefer having the mobility to access your information wherever you may be, the vendor also has a cloud-hosted version that will allow you to do so.

If you want to learn more about the pros and cons of using this software solution, you can read our about the pros and cons of LiveAgent here.

Overview of LiveAgent Benefits

LiveAgent is perhaps the ultimate all-in-one customer support solution. Offering innovative functionalities that are always up-to-date thanks to the efforts of their developers, this software gives users all the comprehensive tools they need for their help desk operations. From live chat and ticket management to knowledge base creation and engagement monitoring, LiveAgent is equipped with multiple features that can be used to tackle issues more efficiently. What’s even better is that it does not require customers to use their email addresses to contact you, eliminating spambot problems.

It also has customizable features and a highly configurable interface that lets users enjoy a whole new level of flexibility. With that said, you can rest assured that LiveAgent will enable you to interact with your customers however you wish. In addition to all these factors, LiveAgent has other tricks up its sleeves. Let’s take a closer look at how LiveAgent makes business easier:

More Reliable Customer Support

You won’t always have staff members manning your help desk system, especially if you own a small business. Using LiveAgent, you can provide great customer support without the need for a 24/7 chat operator. All you have to do is set up a customer portal using this software. This way, you can give your clients access to all the information they need whenever they need it. As an added perk, having this at your disposal means you won’t have to go through the trouble of reviewing tickets afterward. LiveAgent doesn’t stop here: it is also packed with reliable chat and management features which will help you give customers a hand effortlessly.

Query Management Made Better

Large enterprises and growing businesses often handle bigger amounts of service requests on a daily basis. For this, LiveAgent is built to tackle large batches of queries without the need to maintain a large team to support its work. It has the tools necessary to process hundreds of low level and complex service requests, so you don’t have to sift through them one by one. You can tackle each customer query using the live chat widgets, the compulsory knowledge base, universal inbox and chat routing.

LiveAgent stores all of your data in one database. It is then classified and routed to your different departments based presets. With this, you can program how to route and redirect inquiries and even create automated responses to repetitive questions. Moreover, it gives you the power to prioritize urgent issues in an instant, transfer tickets with ease, and even rate your agents based on performance.

In the long run, LiveAgent can certainly boost your productivity and efficiency in terms of query management.

Powerful Social Channel Management

Having more than one communication channel to accommodate clients is a must for modern businesses, however, it can easily get complicated to handle. To help you out, LiveAgent offers a multi-channel support system that will simplify the consolidation of data for you. This help desk solution will allow you to merge your emails and phone calls with the messages you receive from social media accounts. By doing so, you can respond to your customers as quickly as possible without having to jump from platform to platform. With this tool, you can also monitor trends and opportunities through keywords, tagging and brand mentions.

Increased Client Engagement

Catching the attention of your prospective customers is difficult. Keeping them engaged is a different story. Using LiveAgent’s live chat solutions and integrated communication options, you can interact with your customers in real-time. This way, you can secure their interest in your company and quickly give them all the data they need to decide whether they should avail themselves of your products and services. With this, you can build your brand’s reputation for reliability and trustworthiness.

Unified Database

As mentioned previously, LiveAgent consolidates all of your customer support data for you. This is because it is equipped with a universal, all-in-one inbox that can be organized and filtered however you prefer. With this, it is easier to prioritize service requests and simpler to respond to inquiries. Moreover, because all the information is stored in one database, you can quickly evaluate your performance without having to dig up details from multiple sources.

Overview of LiveAgent Features

Ticket Management
  • Universal Inbox
  • Ticketing
  • Hybrid Ticket Stream
  • Automated Ticket Distribution
  • Rules
  • Time Rules
  • Responsibility
  • Departments
  • Tags
  • Service-Level-Agreement (SLA)
  • Business Hours
  • Contact Groups
  • Contacts
  • Agents
  • Companies
  • Contact Fields
  • Ticket Fields
  • SPAM Filters
  • Pause
  • Filters
  • Notes
  • Ticket/Customer Insights (CRM)
  • Canned Messages (Macros)
  • Predefined Answers
  • Attachments
  • Email Notifications
  • Agent Collision Detection
  • Agent Ranking
  • Contact Forms
  • Contact Form Gallery
Live Chat
  • Real-Time Chat
  • Proactive Chat Invitations
  • Chat Button Gallery
  • Chat Invitation Gallery
  • Chats Overview
  • Chat History
  • Online Visitors
  • Chat Distribution
  • Real-Time Typing View
Social
  • Twitter
  • Facebook
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
  • Forum
  • Feedback and Suggestions
Gamification
  • Gamification
  • Rewards and Badges
  • Levels
  • Benchmarks and Leaderboards
Multilingual
  • 39 Translations Available
  • Language Adaptable Widgets

Awards & Quality Certificates

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LiveAgent Position In Our Categories

LiveAgent is also listed in the following subcategories:

Category:Position:Category:Position:
Customer Service Software#4 IT Service Management Software#4
Live Chat Software#7 Service Desk Software#4
Category:Position:
Customer Service Software#4
IT Service Management Software#4
Live Chat Software#7
Service Desk Software#4

There are well-liked and widely used systems in each software group. But are they necessarily the best fit for your enterprise’s special needs? A trendy software solution may have thousands of users, but does it provide what you need? For this reason, do not blindly shell out for popular systems. Read at least a few LiveAgent reviews and think about the factors that you wish to have in the software such as the price, main features, available integrations etc. Then, choose a few apps that fit your wants. Check out the free trials of these products, read online comments, get explanations from the vendor, and do your research meticulously. This exhaustive groundwork is certain to aid you find the most excellent software application for your organization’s specific requirements.

How Much Does LiveAgent Cost?

LiveAgent Pricing Plans:
Free trial
Ticket Plan
$9/agent/month
Ticket + Chat
$29/agent/month
All-Inclusive
$39/agent/month

LiveAgent offers flexible and affordable SaaS plans that are priced per month and per agent. These are bundled depending on your budget as well as the kinds of features you need for your customer support efforts. The subscription rates are already inclusive of all updates and maintenance services so you don’t have to worry about hiring external tech staff. In addition, all plans also come with 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before investing in the product. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

Ticket Plan: $9/agent/month

  • E-mail Ticketing
  • Custom Domain
  • Contact Forms
  • Help Desk Automation
  • SLA
  • API
  • Forum Creation
  • Knowledge Base
  • Native Mobile Apps (iOS and Android)

Ticket + Chat: $29/agent/month

  • Inclusive of All Ticket Plan Features
  • Live Chat
  • Visitor Tracking
  • Chat Invites
  • Feedback Management
  • Multiple Brand Support
  • Chat Reporting

All-Inclusive: $39/agent/month

  • Inclusive of All Features from Previous Plans
  • Cloud Call Center
  • Time Tracking Options
  • Audit Log Tool
  • Advanced Reporting
  • Gamification Solutions
  • Advanced Social Media Channels

User Satisfaction

We realize that when you make a decision to buy Service Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and LiveAgent reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with LiveAgent. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

12

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Monthly payment
  • One-time payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TICKETS

What are LiveAgent pricing details?

LiveAgent Pricing Plans:
Free trial
Ticket Plan
$9/agent/month
Ticket + Chat
$29/agent/month
All-Inclusive
$39/agent/month

LiveAgent offers flexible and affordable SaaS plans that are priced per month and per agent. These are bundled depending on your budget as well as the kinds of features you need for your customer support efforts. The subscription rates are already inclusive of all updates and maintenance services so you don’t have to worry about hiring external tech staff. In addition, all plans also come with 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before investing in the product. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

Ticket Plan: $9/agent/month

  • E-mail Ticketing
  • Custom Domain
  • Contact Forms
  • Help Desk Automation
  • SLA
  • API
  • Forum Creation
  • Knowledge Base
  • Native Mobile Apps (iOS and Android)

Ticket + Chat: $29/agent/month

  • Inclusive of All Ticket Plan Features
  • Live Chat
  • Visitor Tracking
  • Chat Invites
  • Feedback Management
  • Multiple Brand Support
  • Chat Reporting

All-Inclusive: $39/agent/month

  • Inclusive of All Features from Previous Plans
  • Cloud Call Center
  • Time Tracking Options
  • Audit Log Tool
  • Advanced Reporting
  • Gamification Solutions
  • Advanced Social Media Channels

What integrations are available for LiveAgent?

LiveAgent can integrate with various business systems and applications such as:

  • AWeber
  • Adobe Business Catalyst
  • 3dcart
  • MailChimp
  • GetResponse
  • 2Checkout
  • MagentoGo
  • Braintree
  • Opencart
  • PrestaShop
  • Bigcommerce
  • Shopify
  • CS-Cart
  • Shopify
  • Actinic
  • Fortune 3
  • Volusion
  • X-Cart
  • CoreCommerce
  • Wordpress
  • Joomla
  • SquareSpace
  • Express Engine
  • Drupal
  • Weebly
  • Wix
  • Web.com
  • Facebook
  • GoDaddy
  • Highrise
  • Nicereply
  • Twitter

User reviews


User reviews in total: 65

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Average Rating:

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The most favorable review

Anonymous Reviewer

4 months ago


Pros: All in one tool to run an Online Business. I have been using Email and Chat feature. Call feature also available.

Cons: You can provide great Customer service with the help of LiveAgent.

The least favorable review

Vadim Bogdanov

1 year ago


Pros: Yes, But need more testing time. Better then freshdesk.

Cons: VOIP integration

Anonymous Reviewer
Report a concern

Published 4 months ago
Verified
user
All in one tool to run an Online Business. I have been using Email and Chat feature. Call feature also available.



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Cuong Tran
Report a concern

Published 5 months ago
Verified
user
Pro
review
All-in-one customer support in one place includes live chat, knowledge base, call system, ticketing, feedback and email form. The powerful support platform run in stable...



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Published 6 months ago
Verified
user
There is great integration between LiveAgent software and our website, the interface is intuitive and user-friendly and it can be learned by everyone. We can easily...



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Published 7 months ago
Verified
user
I like that we can provide fast and direct service to our customers, we can answer customer’s question in less than no time. The other great thing about this software...



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Published 7 months ago
Verified
user
What I like most about LiveAgent is the ability to integrate email, chat, Twitter and Facebook into one single place. We are far more ahead of our competitors because we...



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Published 11 months ago
Verified
user
With LiveAgent we are able to channel both digital and non-digital communications from one single place. From one place we are able to manage online chat, telephone...



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Published 12 months ago
Verified
user
The software is easy to use and it provides everything you need, if you run into some issues or misunderstanding you can always ask their customer service. I like that...



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Published 12 months ago
Verified
user
It’s been more than 2 years since me and my company started using Live Agent as our help desk software. Needless to say, the whole two years went very easily. You can...



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Published 12 months ago
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user
I was desperately trying to find the alternate for Kayako as it irritated me to the core. It was becoming difficult for me to work with it. During this hunting, I came...



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Published 12 months ago
Verified
user
In my experience, LiveAgent software is one of the most comprehensive help desk solution in the...



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