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LiveAgent Review

LiveAgent
Our score: 9.4 User satisfaction: 99%

What is LiveAgent?

LiveAgent is an award winning helpdesk support platform that combines multiple channels into a single and compact package.

It was distinguished with our Supreme Software Award as well as our Experts’ Choice Award.

The solution includes live chat, email support, and social media integration (Facebook and Twitter). It is a powerful helpdesk application filled to the brim with the essential helpdesk and live chat features such as POP3 accounts, statuses, gamification, contact forms, and file sharing among others.

Why is LiveAgent so powerful?

Unlike many of its competitors, LiveAgent is developed to be simple and intuitive, making it an application that is easy to learn, use, and implement. With all the interface elements easily accessible and well planned out users should be able to gain mastery of the system in a very short time, few hours in the best scenario. Former helpdesk users will certainly appreciate it as they surely realize how difficult it can be to run such a program, especially when one has to deal with a large number of clients every day.

What makes LiveAgent suitable for every business?

There are few aspects of LiveAgent that really show its a customer-oriented solution. First, even if you’re a small client you also get full lifetime 24/7 support. No matter which plan you get you need not worry about support as it will be included in all of them. The vendor also promises to respond to on-premise licenses and resolve issues within the day via email, phone, or live chat.

Moreover, LiveAgent claims their reps are in-house, so the vendor has a tight grip on feedback and feedforward messages. As opposed to outsourced shared customer service, LiveAgent reps can focus on LiveAgent issues alone, fasttracking resolution time and guaranteeing native expertise. In fact, the company claims clients can push inquiries up to the level of the CEO or development head. This is important for complex queries that require a high-level decision fast.

Second, whatever your business size, you get the best value for money. There are plenty of options to scale only to the features you actually need. Whether you’re a 2-man startup or a big multinational company, you pay only for what you want to use. You start with the minimum number of 3 agents, then you can simply add more agent as you deem fit. You can also scale back to the basic plan during low seasons. The plans are intuitively scaled. For example, all plans start with email support and ticketing, the bare minimum customer service you should offer your customers. You can then introduce an on-site live chat, and further on, a feedback mechanism to add more value to your customer support.

Third, you’re not forced to pay for additional license if you have more than one website. LiveAgent allows you to embed separate chat buttons, contact forms, or knowledge base portals for your different brand sites using only one license. In return, all your support channels are kept tidy and easy to manage under one roof.

Finally, you have freedom to choose your own security. LiveAgent has been servicing 15,000 clients to date and none has complained of major security issues. Still, if you’re paranoid about tech security, you can host LiveAgent on your own server. SaaS seems the vendor’s bread and butter, but nothing is forced on you; hence, a standalone app is available.

You can read our detailed review of LiveAgent to learn more about its benefits, features and pricing plans.

Overview of LiveAgent Benefits

Satisfied users describe LiveAgent as being the ultimate all-in-one customer support solution, and there is a good reason to agree with them. LiveAgent scores high on every platform it appears, and the innovation efforts of the team behind the wheel seem to really pay off. To be more precise, Live Agent enables users to interact with their customers with a whole new level of flexibility, integrating a knowledge base to help agents solve issues much faster and way more efficiently than before. Email addresses are no longer required, which eliminates the spam bot problem, and are wisely replaced with contact forms to deliver one of the best helpdesk experiences users have ever tried. Let’s take a closer look on how LiveAgent makes business easier:

A whole new level of Client Engagement

To start with, set up is fast and simplified as much as possible, in order to allow users to reach and engage both their current and prospective clients, and interact with them in real time. Consequently, LiveAgent can help each brand become more reliable and trustworthy, and gain customers based on its good reputation.

Unified Storage

LiveAgent provides users with a universal, all-in-one inbox, made incredibly simple to be handled even by the least savvy users in the company. Whereas somebody could argue that contact forms and one-stop-shop inboxes are not such a rare diamond, this one made a step ahead to simplify sending, and store tickets and requests automatically so that none of them would be lost. On top of that, LiveAgent’s inbox does a pretty good job with responding to requests, and managing those responses, as all information is stored in the system and can be used for evaluation.

It offers reliable support

LiveAgent delivers support impeccably even without a chat operator online, using a specially designed customer portal where users can get the information they need. As an agent, you won’t have trouble reviewing the tickets afterwards, as all information will be saved and categorized for your needs. LiveAgent doesn’t stop here: it is loaded with amazing chat and management features which will help you give customers a hand even when not being familiar with their problem at all.

It’s really effective in handling queries

What is probably the most fascinating aspect of LiveAgent is how it can handle an amazingly large number of queries without the need to maintain a large team to support its work. In fact, small teams and businesses are where LiveAgent has been most solicited and successful, as it does ‘the magic’ of processing hundreds of queries per day (including each from the lowest level to the most complex ones, and processing all over even the repetitive question). The quality of performance under such circumstances was tested in a crew of 5 different expertise agents, who nevertheless managed to tackle every inquiry, using the universal inbox, char routing, live chat widgets, and the compulsory knowledge base.

In case you’re still wondering how that’s even possible, that secret is actually very simple: all data is stored under one roof, classified and delivered to different departments depending on a set of preset rules, leaving no more than 25% of the overall routing and redirecting to be handled manually by the agents. In fact, even the repetitive questions are being automatically converted in FAQs, and placed in the same-name section to be used as a source of information. In this aspect, it is also vital to mention that LiveAgent enables you to deal with completely new and challenging questions that don’t fall under the scope of any category, but are instead referred to a specially assigned expert team within the company.

In the long run, this software can definitely increase efficiency level of your company, as it will empower it to capture serious queries instantly, to transfer tickets, create completely new tickets, or rate agents directly and based on their performance.

Powerful Social Channel Management

LiveAgent is a very smart choice when it comes to managing multiple social channels at once, where the promise of ‘it doesn’t matter how many’ actually works. It is exactly social channel management that makes LiveAgent different from traditional ticket management desks, and makes it a top-level help desk software with multiple support channels. Facebook and Twitter are perfectly well integrated, and can be monitored to capture trends and business opportunities, and what’s even more important – to avoid negative posts. In case you’re wondering how this works, it is as simple as tagging, keywords, and brand mentions, fast and accurate responses, information availability, and obviously pulling off important content and marketing data.

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
  • Knowledgebase
  • Forum
  • Feedback & Suggestions
Gamification
  • Gamification
  • Rewards & Badges
  • Levels
  • Benchmarks and Leaderboards
Multilingual
  • 39 translations available
  • Language adaptable widgets

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

LiveAgent Position In Our Categories

Knowing that companies have specific business-related demands, it is logical that they abstain from settling on an all-encompassing, ”best” system. Nonetheless, it would be hard to pinpoint such an app even among popular software systems. The best step to undertake is to narrow down the different major functions that demand analysis like major features, costing, skill capability of the employees, organizational size, etc. The second step is, you must follow through the product research exhaustively. Read some of these LiveAgent evaluations and check out the other software systems in your list more closely. Such all-encompassing product research can make sure you steer clear of mismatched software solutions and buy the system which offers all the features your company requires.

Position of LiveAgent in our main categories:

TOP 20

LiveAgent is one of the top 20 Customer Support Software products

TOP 20

LiveAgent is one of the 20 Help Desk Software products

LiveAgent is also listed in the following subcategories:

Each enterprise has different wants and needs an application that can be personalized for their size, kind of staff members and clients, and the particular industry they are in. For these reasons, no software can offer perfect features out-of-the-box. When you search a software system, first be sure what you need it for. Read some LiveAgent Help Desk Software reviews and ask yourself do you desire basic functionality or do you want advanced functionality? Are there any industry-specific functionalities that you are looking for? Find the answers to these questions to help your search. There are multiple factors that you need to reflect on and these include your budget, specific business needs, your organization size, integration needs etc. Take your time, check out a few free trials, and finally select the system that provides all that you want to enhance your organization effectiveness and productivity.

How Much Does LiveAgent Cost?

LiveAgent Pricing Plans:

Free Trial

Ticket Plan

$15/agent/month

Ticket + Chat

$29/agent/month

All-Inclusive

$39/agent/month

The most popular option to get LiveAgent is through one of their SaaS plans, where you can purchase an annual subscription paid per month and per agent, and stop worrying about updating and maintenance (it is completely covered by the service provider). LiveAgent provides affordable and flexible pricing plans allowing you to choose a service level that will match your individual needs and budget.

All plans include 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before you’ve actually chosen the best plan for you. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

The following paid plans are available:

Ticket Plan: $15/agent/month

  • Custom domain parking
  • E-mail support – Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app

Ticket + Chat – $29/agent/month 

  • Includes all features of the Ticket plan
  • Live Chat
  • Real-time visitors monitoring
  • Chat invitations
  • Feedback management

All-Inclusive – $39/agent/month

  • Includes all features of previous plans
  • Cloud Call Center
  • Facebook & Twitter integration
  • Call center support
  • Gamification

LiveAgent Enterprise for companies with large customer support needs available via quote request. On top of features, Enterprise includes VIP support and assistance and branding-free features.

User Satisfaction

Positive Social Media Mentions 39
Negative Social Media Mentions 0

We realize that when you make a decision to buy Help 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.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English

Pricing Model

  • Monthly payment
  • One-time payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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LiveAgent Comparisons

LiveAgent user reviews

LiveAgent is a great help

Read full review >
Romana Vecerova
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 21.02.2020 Company Size: 11-50 Employees Industry: Events Services

LiveAgent is Amazing!

Read full review >
Herman w
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.02.2020 Company Size: 11-50 Employees Industry: Computer Software

Great value, Great Product

Read full review >
Ross McCandless
4/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 14.02.2020 Company Size: 11-50 Employees Industry: Transportation/Trucking/Railroad

Great live support software!

Read full review >
Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.01.2020 Company Size: N/A Industry: N/A

A Happy User

Read full review >
Malcolm
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 30.11.2019 Company Size: More than 100 Employees Industry: Building Materials

What are LiveAgent pricing details?

LiveAgent Pricing Plans:

Free Trial

Ticket Plan

$15/agent/month

Ticket + Chat

$29/agent/month

All-Inclusive

$39/agent/month

The most popular option to get LiveAgent is through one of their SaaS plans, where you can purchase an annual subscription paid per month and per agent, and stop worrying about updating and maintenance (it is completely covered by the service provider). LiveAgent provides affordable and flexible pricing plans allowing you to choose a service level that will match your individual needs and budget.

All plans include 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before you’ve actually chosen the best plan for you. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

The following paid plans are available:

Ticket Plan: $15/agent/month

  • Custom domain parking
  • E-mail support – Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app

Ticket + Chat – $29/agent/month 

  • Includes all features of the Ticket plan
  • Live Chat
  • Real-time visitors monitoring
  • Chat invitations
  • Feedback management

All-Inclusive – $39/agent/month

  • Includes all features of previous plans
  • Cloud Call Center
  • Facebook & Twitter integration
  • Call center support
  • Gamification

LiveAgent Enterprise for companies with large customer support needs available via quote request. On top of features, Enterprise includes VIP support and assistance and branding-free features.

What integrations are available for LiveAgent?

LiveAgent supports integrations with the following business systems and applications:

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

LiveAgent average rating:

Average score
5/5 (85 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Write your own review of this product

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The most favorable review

Petras Brinko

PROS: -Ease of use, nice user interface -Report and analysis tools -Social Media integration (receive FB, Twitter messages to the LiveAgent) -Customizable Search function -Mobile App available I really like LiveAgent as it provides great user experience for both agents and customers. As an agent you can view detailed statistics about your work. Even "gamification" is involved - you collect badges and level up when working. As for a customer support team manager, you can view detailed statistics about your workers and customers.

CONS: The indicator which shows that a ticket is already open by another agent could be more visible.

Reviewed 3 years ago

Read full review >

The least favorable review

Vadim Bogdanov

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

CONS: VOIP integration

Reviewed 2 years ago

Read full review >

More reviews from 90 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

LiveAgent is a great help

Read full review >
Romana Vecerova
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 21.02.2020 Company Size: 11-50 Employees Industry: Events Services

PROS: The straight-forwardness of the system is great, it makes communication with customers much easier.

CONS: There is a folder bit on LiveAgent that appeared and won't go away.

What do you think about this review? Great Poor

LiveAgent is Amazing!

Read full review >
Herman w
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.02.2020 Company Size: 11-50 Employees Industry: Computer Software

PROS: The best aspect of this product is its ease of use and highly customization of what you need to improve support at your company. This has been the best experience to be able to use the customization to help collect stats on how to improve our support!

CONS: There are weeks where LiveAgent runs really slow or just straight up crashes and we would have to email them what's going on but their team is super fast at responding to emails and helping us out.

What do you think about this review? Great Poor

Great value, Great Product

Read full review >
Ross McCandless
4/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 14.02.2020 Company Size: 11-50 Employees Industry: Transportation/Trucking/Railroad

PROS: - The price you pay for it. - Colour coded tickets. - Statistics about your use.

CONS: It sometimes doesn't load for us. Not often but enough that it can get annoying.

What do you think about this review? Great Poor

Great live support software!

Read full review >
Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.01.2020 Company Size: N/A Industry: N/A

PROS: Easy to set up - great knowledge base setup and page - great widgets to add to websites

CONS: I don't like that I have to visit a web page to 'log in' to be active - would like an app that could run at startup

What do you think about this review? Great Poor

A Happy User

Read full review >
Malcolm
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 30.11.2019 Company Size: More than 100 Employees Industry: Building Materials

PROS: LiveAgent is efficient and intuitive software that offers a plethora of incredible features such as the offline customer capture which lets the customers know when I could get back to them. The ability to view what the clients are typing is also helpful because I am able to know what their concerns or questions are and look for appropriate answers immediately.

CONS: I’m often startled of the notification sounds. Wish they'd change it.

What do you think about this review? Great Poor

A review of LiveAgent

Read full review >
Flavio
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.11.2019 Company Size: Industry: Logistics and Supply Chain

PROS: LiveAgent is an intuitive solution that is easy to use. It also helps that it integrates a ticketing system, a knowledge base, and a live support system in a single platform. As a result, our company has elevated customer support. One other thing that we like about LiveAgent is its ability to let our agents know when a client is waiting to chat. Thus, they can get in touch with the customer faster. What's more, the application is reliable with its high uptime so we can always respond to chats.

CONS: With its vast range of benefits, LiveAgent has been a boon to our business and so I have no problems with it.

What do you think about this review? Great Poor

LiveAgent is the best among live chat solutions

Read full review >
Corrine
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.11.2019 Company Size: Industry: Education Management

PROS: LiveAgent has a wide array of configuration settings that enables our company to assist both potential and existing customers. Because of this, our communication lines with our audiences are open and lively.

CONS: I am an avid user of LiveAgent and there is nothing that I do not like about this system.

What do you think about this review? Great Poor

LiveAgent speeds up our business process

Read full review >
Lavonne
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.11.2019 Company Size: Industry: Wholesale

PROS: I like that LiveAgent helps us connect with customers in an instant, which is a big advantage to improve our sales. The platform can be integrated with online stores as well. It is also easy-to-use for both our employees and customers, making it a perfect tool for everyone, even to users without prior IT knowledge.

CONS: I don’t like that chat notifications are a bit obscure. Also, the provided customers’ location doesn’t seem correct.

What do you think about this review? Great Poor

A stable and reliable solution for managing client communications

Read full review >
Tevin
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 04.11.2019 Company Size: Industry: Business Supplies and Equipment

PROS: LiveAgent has been critical in our management of our clients and contacts. It also helps us greatly that it can integrate with our email service, phone system, website, and social media pages. Moreover, we can personalize it to suit our purposes, which has enabled us to work the way we want.

CONS: LiveAgent can be a bit costly depending on your organization size. However, the benefits still far outweigh the costs.

What do you think about this review? Great Poor

A must-have tool for our company

Read full review >
Barbara
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.11.2019 Company Size: Industry: Internet

PROS: LiveAgent provides our help desk department the necessary tool to address and resolve problems in and out of the company. I like that I can integrate it with other messaging tools, which makes communication with customers a lot easier and faster. Using the platform, I could tell that it has an intuitive panel, which gives us access to multiple tools allowed by the software and takes benefits of this capability in a better way.

CONS: I wish the notification part is improved a bit when we monitor cases. I want that the notification is personalized in each case and should come in details to enhance the app’s performance and our support team’s work. Maybe when this capability is granted, our staff can have the freedom to make necessary edits for specific clients.

What do you think about this review? Great Poor

Feature-rich, excellent system

Read full review >
Brenden
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.10.2019 Company Size: Industry: N/A

PROS: LiveAgent is a beautifully designed software packed with incredible functionalities. I love the ticketing tool which is really helpful for collecting vital information and gathering offline leads and messages. On top of that, we are able to customize the platform to meet our organization’s need.

CONS: Some functions like setting opening times are quite complex. I also don’t really like the pause feature. I’d rather use the away function whenever I’m taking my breaks. It sends a busy message to customers. Good thing their IT support is always within reach and respond promptly to problems encountered in the system.

What do you think about this review? Great Poor

I recommend LiveAgent because it enables exceptional customer support

Read full review >
Dina
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.10.2019 Company Size: Industry: N/A

PROS: LiveAgent is a very customizable solution that is both easy to install and use. Since it is intuitive, it does not take long for our customers to adopt it so they no longer have to go through the email route and wait a long time for responses. The solution's desktop sharing has also been helpful because it has allowed us to see exactly the problems our customers are experiencing for us to better support them.

CONS: There is nothing I do not like when it comes to LiveAgent's interface. However, the menu list can be improved. It would also be great if they can do something about their automation. Apart from that, we have no other issues.

What do you think about this review? Great Poor

LiveAgent is a first-rate live chat solution

Read full review >
Pete
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 14.10.2019 Company Size: Industry: N/A

PROS: LiveAgent has been my partner in resolving user issues for a long time now. That is because it has a simple yet flexible interface that allows me to work smoothly. Additionally, it has a host of tools that includes a ticketing system, a help deks, and a knowledge base, that let me address problems efficiently.

CONS: I have been using LiveAgent for a while now and yet I have not encountered anything that I might dislike. The developers can still improve the platform though, especially with the volume of requests you can delegate to certain groups in the organization.

What do you think about this review? Great Poor

We’re glad we had LiveAgent in our company

Read full review >
Chance
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.10.2019 Company Size: Industry: N/A

PROS: We’ve been using LiveAgent for years, and it is a great addition to our business tools. As a team of professional that focuses on supporting customers and solves their issues, this software brings multiple benefits to make our process efficient and effective. It is easy to use, and it comes with so many features that other software don’t have.

CONS: I don’t like that I need to buy and install an SSL certificate annually so I can use LiveAgent. This issue is not directly about the software, but doing this every year makes our business process a lot complicated.

What do you think about this review? Great Poor

I highly recommend LiveAgent

Read full review >
Alan
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Philanthropy

PROS: In my experience, LiveAgent software is one of the most comprehensive help desk solution in the market today. I like that we can easily manage the support online. We used other solution before this one and it didn’t really meet all our needs, then our IT department find that LiveAgent is best tool with great options provided. It is easy to use, affordable and it provides wide spectrum of channels.

CONS: We would like to see more functionality on the Android app. I would like to see new tickets on the app icon and desktop version. I like that the product constantly improves itself and they always release new and new features so these ideas are only matter of time.

What do you think about this review? Great Poor

Easy to set up and helps in automating customer support

Read full review >
Kurtis
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.09.2019 Company Size: Industry: N/A

PROS: Unlike most of the customer service platform I’ve tried, setting up LiveAgent is a breeze. No complicated procedures to deal with. Aside from the ease of setting up, I also like the platform’s ability to keep track of the cases for my business. All of that and more for just a low price. Incredible!

CONS: There’s no way to create a sub-tag which makes it harder to create reports based on sub-cases from each tag.

What do you think about this review? Great Poor

Quicker support leads to success

Read full review >
Elizabeth
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.09.2019 Company Size: 11-50 Employees Industry: N/A

PROS: There is no need to include third-party applications and services to have the tasks done. It is thus, an all in one solution. Multi-channels can be utilized to deliver support like twitter, phone, email, online chat, support center, Facebook etc. All of this is a good variety as compared to the competitors that too, within such range of price.

CONS: The only feature that I failed to find is that it cannot make coffee.

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Effective tool for managing customer service

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Makenzie
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.09.2019 Company Size: 11-50 Employees Industry: N/A

PROS: LiveAgent is a very user-friendly tool with a simple configuration. Our team was able to learn how to use the system easily. It is also completely customizable so we are able to tailor it to our business requirements. I also love the electronic mail feature which is helpful in keeping information organized as well as the numerous ways to communicate with clients. Overall, it has become an important tool for providing efficient and effective customer service.

CONS: The mobile app doesn’t have some of the features accessible in the desktop version.

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LiveAgent helps us connect with customers better

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Jovanny
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 16.09.2019 Company Size: Industry: Oil & Energy

PROS: I like that data, tickets, and departments can be divided with LiveAgent. All of them are organized and can be labeled for better access and identification. The call center system is instigated well in the app ad this functionality helps us connect with customers in an instant, allowing us to discuss solutions for their concerns and possibly, establish a better and expanded customer base.

CONS: It takes time for us to understand how the Call Center and ticket systems work due to different functions the platform contains. You really need to take time in order to learn its functions. However, the Help Desk is quite amazing when it comes to addressing and solving my issues.

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Affordable but useful tool

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Lukas
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: Industry: N/A

PROS: As a privately-held company, we are thankful for having this solution. LiveAgent is useful and helps our onboarding process easy. It also helps us set up live operator workstation, and the customer support is amazing for assisting us with all our needs. Connecting my web-based messages and records in social networks and setting up a support network that is integrated on my site is easy. All these capabilities help my clients!

CONS: It could have been better if its online documentation can offer and do more. But overall, the software is good!

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No more overworked customer support team!

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Horace
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.09.2019 Company Size: Industry: N/A

PROS: Customer support is so much easier to provide now. We’ve been able to handle customer queries better.

CONS: I can’t think of any complaints right now. It could stand to benefit from more integrations, but other than this, this is a really excellent tool.

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We now have a streamlined communication process thanks to LiveAgent

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Cara
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.08.2019 Company Size: Industry: N/A

PROS: For its price-point, this tool really packs a punch. It’s important to always keep lines of communication with your client important, and LiveAgent has really helped our company in this regard. We have been able to set this up on our Wordpress site, and everything seems to be running smoothly so far.

CONS: It takes quite long to set up each communication channel. Other than this, I have no other major issues.

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My Best Purchase of 2018

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.11.2018 Company Size: 1-10 Employees Industry: Internet

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.

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The Powerful All-in-one Customer Support Platform

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Cuong Tran
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.10.2018 Company Size: 1-10 Employees Industry: Internet

PROS: 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 and reliable way.

CONS: The UI look a out-date design but the new devleoping UI with Material Design is wonderful.

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LiveAgent is great tool for keeping our customers satisfied

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Denise
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.09.2018 Company Size: 11-50 Employees Industry: Retail

PROS: 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 supervise live chat agent by using real-time console. I personally love the social media linking, this is one of the best features. We are able to manage feedback from customers from all channels in one place. It doesn’t take much time to provide reply or support to our customers.

CONS: It takes some time to load and sometimes it can be difficult to link all social accounts, emails and live-chat in one place. But once you learn how to make this connection everything becomes easier.

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Great product with reasonable price

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Mercedes
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.08.2018 Company Size: 1-10 Employees Industry: Luxury Goods & Jewelry

PROS: 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 is the price, the price is reasonable. You get complete service with this tool, it starts with great ticketing system to service chat and a client’s help desk.

CONS: There are some features I miss in mobile app. Sometimes it can be slow when loading.

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This is great tool for providing great customer service

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Anita
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.08.2018 Company Size: 11-50 Employees Industry: Consumer Electronics

PROS: 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 use powerful CRM tool. I like the ticket transfer for agents and departments as well. We can create filtered views, reopen tickets in real-time and many other things so we can provide great service and keep touch with our customers.

CONS: There are some limitation with creating API ticket because it doesn’t allow to create ticket as department only as specific person. Also, they could improve the Facebook API so we can reply on specific comments and messages. It would be great if they could add schedule response feature.

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LiveAgent is one of the best tools for providing customer services

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Maryann
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.04.2018 Company Size: 11-50 Employees Industry: Internet

PROS: 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 system, social media, Q&A and the whole email exchange. With integrated automated functions we are able to get professional approach in providing customer service. I like that the agents are motivated by fun gamification tools and features. The mobile app works great. We are able to keep track of the utilization and customer satisfaction thankt to the reporting tools.

CONS: Sometimes it can be buggy but the support team is fast and always responsive in a timely manner to help us solve the issue with the bugs. Also, there are some features that we need like integration with Whatsapp, to open PDF files without saving them, and more CRM related features.

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LiveAgent is extremely useful software

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Samantha
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2018 Company Size: More than 100 Employees Industry: Internet

PROS: 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 there are lot of reports and we know what time the clients are more likely to keep in touch with us or what time they are more likely to send us a ticket.

CONS: It misses some reports such as the access of the clients and sending tickets. I’d like to see this because I want to know whether to offer something to our customers (onboarding walkthrough or so).

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Live Chat Service makes us happy and content

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Heidi
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.04.2018 Company Size: 1-10 Employees Industry: Computer Software

PROS: 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 rely on this software with closed eyes. A whole lot of unique and interesting features are present in the software which makes the whole experience of answering customer queries very fast and straightforward. Apart from receiving messages from social networking sites like Facebook, Twitter and receiving phone calls as well as emails, Live Agent allows us to chat live. Live chat helps to have a better interaction with our customers and it has certainly increased the number of customers we entertain daily. Our whole team is impressed by this software and simply loves it.

CONS: I have noticed that whenever there is some new feature in Live Agent, it is accompanied by a bug, but things get resolved in a matter of 24 hours.

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With Live Agent, get more and pay less

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Mona
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.04.2018 Company Size: 11-50 Employees Industry: Textiles

PROS: 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 across many other options which were more or less the same, but when I started using Live Agent, I was completely electrified. What I liked about Live Agent is the manner of handing out the tickets to the agents. In their procedure, a regular work feed is provided to the staff who is involved in the customer service. This method averts the preference of choosing simple jobs over harder ones. Live Agent offers you some really fascinating features and don’t worry about the amount of such features; they are a lot. Though there are many of them which you might don’t require, still all your needs are fulfilled by Live Agent.

CONS: Though everything else is really great in Live Agent, but one thing that let me down a bit was its lack of combination with latest social networking apps like Whats App, Hangouts etc. If one wants to operate Live Agent through phone, he has to get Twillo. Another thing which disappointed me is that every time a customer wants to give feedback, he has to sign up to the tickets. Though initially, there was an unhindered access to the URLs of the tickets without any sign ups, but it provided an opportunity to unknown people to have the same easy access. Such easy access to tickets URLs and content should be tackled. All the details of the tickets, including the content and URL should be secured by a proper authentication method. Moreover, the requirement to sign in to reward the employees is something that can be changed by Live Agent.

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LiveAgent helps us to provide excellent customer service

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Horace
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.03.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: LiveAgent offers great options and features in order to provide great customer support. Within the software you can find automation options, departments, predefines and many other features. I like that it supports plain text and HTML emails, live chat calls. I like its design and the ability to keep everything organized. We get positive feedback from our clients and customers, we are able to send questionnaires via HTML format emails. With the automation we are able to send out emails and notifications quickly. And I often use its mobile app.

CONS: Sometimes it can be slow when running on less powerful devices. And you’re going to need some time in order to learn how this program works.

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Great online live chat support

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Terry
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.02.2018 Company Size: More than 100 Employees Industry: Oil & Energy

PROS: This is one of the best way to start online chat with our clients, customers and public. The product provides lot of settings that are great for beginners and professionals, rating of operators and performances, statistic and other overview. The mobile app export to .csv overview and works with operation account. In my opinion one of the best way for providing best customer service is through the online chat provider.

CONS: I don’t like that only operator and admin have user access. Also, I sometimes miss the space for inside news, and I don’t like the response of the website.

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Great value for price.

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Salvador
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.02.2018 Company Size: 11-50 Employees Industry: Machinery

PROS: The software is very easy to use and offers a very clean and simple user interface. It is very handy to form chat widgets and put them into service. The customer support team is very helpful and courteous. Considering the price range, the software has a great value for the investment. For a busy team or a staff who is dealing with a great number of phone calls, the pause feature can prove out to be a great help. LiveAgent doesn’t come with any complex triggers to perform the basic activities and this is making things quite simpler.

CONS: The sound of the chat is very low and silent. You might fail to notice a chat unless the agent has all their focus on the chat window. This goes both for the customer or the agent, because on both the sides, the chat sound is very low. There is a lack of feature in the chat that can make the chat or ticket look like a message or email thread. The previous messages are not displayed directly in the window. The replies are usually shown in the middle of the email template, in between the header and the footer. There is no availability of any round robin functions that can be helpful in the assignment of tickets to the users. The security features need to be enhanced. There must be some additions to the feature of having just the agent and admin. This is because I would like my managers to do more than the agents but less than the admin and my agents must do a little less of the work. I don’t see the requirement of the new window opened for the mobile version as it can readily fit on the same window screen together. I would preferably want to gather all the email addresses before allowing the chat with the customer to take place. But in case any of the departments go offline, there is a provision for the customers to leave messages. But when a particular department is offline, it must transform into the form of a pre chat and this feature is missing from the software. Thus, there is a need of having a great number of fields on the form of pre chat that also includes the field for message. While setting up the departments, there is a requirement of assigning an email address to the said department. But also, when a new ticket is created and a department is selected then also and email address has to be selected. For me, this feature is pointless. This has resulted in a number of human errors as the emails which are supposed to go to the info@ email address are redirected to the sales department. This has lead to a great chaos as the replies of the customers were delivered to some other departments and there was thus a need of manual movement of the ticket form one department to the other. The tickets are not assigned to the agents automatically after the replying of the agent but the ticket can come back to any agent and then any agent can reply to it. This is not a comfortable thing for the customers as they are handled by a number of agents every now and then.

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Simple and fast user interface.

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Cary
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 01.02.2018 Company Size: 11-50 Employees Industry: Information Technology

PROS: We really like the base of knowledge and the customer support provided by this software. Our team and our customers are so much in love with the Support tickets and the sessions of live chat. The user interface is very innate and it is very handy to reach the things that you want to. Customers are completely satisfied with the faster and good responses. The feature of being able to customize the pop-ups of the chat and blend them with the theme is greatly admired. And the entire interface is very brisk and clean and there is no trash to forbid any task.

CONS: I would like to see the notification for the emails for support tickets so that we can have a little more information about the ticket rather than just the name of it.

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 30.01.2018 Company Size: 11-50 Employees Industry: Consumer Services

PROS: All in one place Access anywhere Flixibility Plugins

CONS: Call button doesnt work from mobile devices, i am disappointed about it

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I use Live agent as a chat only platform to engage clients on my website.

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James Stoneham
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.01.2018 Company Size: 11-50 Employees Industry: Sporting Goods

PROS: I like the flexability of being able have multiple buttons and multiple websites.

CONS: I have also used pure chat. They allow you to puch the up arrow and correct mispelling after you hit enter. I would also like the ability to hit the ticketing part of the platform as I have no use for that at all. Overall I like the flexability of Live agent but feel like pure chat has a much more user friendly UI.

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Office Manager

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.01.2018 Company Size: 11-50 Employees Industry: Luxury Goods & Jewelry

PROS: We like the phone, chat functions. Being able to listen to the history of a phone call is wonderful, to make sure that we covered all questions/issues.

CONS: Having the ability to set a specific customer to user, so that anytime that customer emails it always goes to that user. As sometimes customers will email multiple times, and the users do not realize that they have discussed things with other people.

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Our customer service support has been transformed by LiveAgent!

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Walter
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.01.2018 Company Size: 1-10 Employees Industry: N/A

PROS: It has made the communication with customers easy, through various media options like email, social media and many more. We have sought great help from this and everything is now available at just one place which has increased our effectiveness and output. Our customer service has been greatly improved with the help of the excellent one-screen dashboard of the tickets from customers. I would strongly recommend it to all.

CONS: Time and again there are some bugs that appear and make the usage of the system a little annoying. But quick solutions are usually providedy.

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Experience with live agent

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.01.2018 Company Size: 51-100 Employees Industry: Telecommunications

PROS: It offers a would price for all the features it offers, it's fast and it's not complicated to use.

CONS: I don't have one at the moment.

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Always great support

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Chris Neale
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.01.2018 Company Size: 1-10 Employees Industry: Consumer Services

PROS: That it has everything you need for a support/help desk situation

CONS: in my view -none

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Excellent customer service, easy to use however not as functional as some of the others.

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

2/5

Value for Money

4/5

Ease of Use

Published on: 08.01.2018 Company Size: 11-50 Employees Industry: Education Management

PROS: Ease of use and customer support. Given the product is not as functional as some of the bigger apps it makes it easier to use too.

CONS: They is all or nothing plans. When you convert from USD to local currency this is still expensive when we must pay all or nothing for all agents. Freshdesk offers a guest id for occasional users which is nice as we have some agents who only log in a few times a month and others everyday. The apps seem less supported than other applications.

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Live Agent is a ticket killer!

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Equipe Assyst
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.01.2018 Company Size: 1-10 Employees Industry: Computer Software

PROS: We used Zendesk before and I'm can tell that Live Agent is faster, cleaner and more easy to use. In Zendesk, you need to refresh page every time, to see new tickets, and also, they automation is very confusing and if you do anything wrong (you do, trust me), Zendesk will send daily mails to yours customers. Now, with Live Agent, automation is too easy and powerful. All triggers are clear. Also, Live Agent Self-Hosted is amazing fast and stable (never see a downtime).

CONS: No problems until now.

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Not perfect, but well worth the investment

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.01.2018 Company Size: 1-10 Employees Industry: Computer Software

PROS: High customization. Ability to use custom domain and custom e-mail.

CONS: Does not support multiple tabs.

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Fast to implement and we started getting enquiries straight away

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Angela Nordin
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.01.2018 Company Size: 11-50 Employees Industry: N/A

PROS: Great customer support, and setup help. Nice trial feature that you can upgrade to full system

CONS: finding answers to questions, but a huge amount of info. resorted to asking on the chats!

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Best in class 2017

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Derek Hollier-Day
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 29.12.2017 Company Size: 51-100 Employees Industry: Furniture

PROS: Allows use of multiple accoutns for multiple departments and does so reasonably well

CONS: Unfortunately, whilst it allows all the above, it could do with better groupings. If I select department 'Monkey Beds' it would be nice if it set the email to a 'default' address for that department, so we do not accidentally send email from the wrong address. Also, when transferring from one department to another, the address it sends from seems arbitrary at times

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Review of Live Agent

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Tony
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.12.2017 Company Size: More than 100 Employees Industry: Real Estate

PROS: What I like best about Live Agent that it works without me taking any tension of a server running some apps as it is totally cloud based. Features like filters and simple searches help us to find out problems in a matter of seconds. The tagging feature is very unique and we love it. The reporting and Chat option is icing on the cake.

CONS: I can’t say that i dont like, but yes, there are a few things I would love to alter in Live Agent. I would love if the opening and closing of ticket timings were a bit more organized. I have no idea how they fix the time. The other thing I wish that should be changed in Live Agent is their subscription. I am ready to pay full amount for their one year subscription instead of paying in small parts. Other than that, everything about Live Agent is just great.

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LiveAgent is one of the better ticketing systems

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Clinton Forrester
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.12.2017 Company Size: 11-50 Employees Industry: Financial Services

PROS: LiveAgent is a one stop shop for all your ticketing needs. With the ability to intergrate social media messages into the system along with the live chat, email and now voice too, it is one of the best ticketing systems available today.

CONS: The reporting system has much to be desired. It is very confusing and also doesn't allow for exporting your data to excel or even as a well defined PDF report.

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Excellent product which ensures time saving and timely response to everybody.

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Heidi
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.12.2017 Company Size: 1-10 Employees Industry: Retail

PROS: What I like about Live Agent is that all the emails which I receive are shown as tickets. When you revert to a particular mail, the color automatically changes to grey and it is then shown in the down side of the list, but when the customer replies it is again shown in the previous manner. Well, the reminder feature is something I am a great fan of. The tickets can be postponed very easily and I can set a reminder about them. Another feature which is not provided in any other app is the flexibility to work with live chat at different shops and by default we get three shops at the time of installation without any extra charges. The customer service is great and really prompt.

CONS: Mine is a small business and normally I use apps like Whatsapp and Hangout to interact with my clients. The thing which really bugs me off is the lack of amalgamation of Live Agent with these popular social networking apps. It currently supports only one app which is perfect for big giants but not for smaller firms. Live Agent cannot be utilized to text on Facebook and when I mailed Facebook about this, I got the reply that it has been blocked. I am hoping that whatever the issue is get fixed in no time as this feature was something really cool. This helped me to get connected with my customers through Facebook without by getting any distractions from all the stupid and funny news feed.

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LiveAgent proves its worth when actual time comes

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Lyle
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.12.2017 Company Size: 1-10 Employees Industry: Computer Software

PROS: Before switching to LiveAgent, I had a history with Freshdesk. Though it worked perfectly for me, but at some point of time, I was really frustrated with some of the shortcomings and was desperately waiting for the features to get updated or a new alternative to Freshdesk. But when my patience wore out, I went and started searching and that’s when I found LiveAgent and in the next 5 minutes, I got the answer to all my problems. The very first thing I did was to migrate my 10,000 tickets to LiveAgent from Fresh Desk. When I saw the other agent doing the real time entry of tickets, I was totally sold and transferred the chat service to here. Their services have made me really happy. If I start comparing LiveAgent with others, there are many points which go in the favor of LiveAgent. I have also installed it on my iPhone for sending some pretty quick replies and checking the status of tickets (well, another feature which I liked in the app is that I can even zoom the ticket to view the details). If compared with Freshdesk which I was using earlier for all the work, LiveAgent is comparatively 50% cheap, thus saving lots of funds and if you talk about “SEARCH” on LiveAgent, it is plainly awesome and was totally missing from Freshdesk. LiveAgent is really sophisticated when it comes to the comparison with Freshdesk and other alternatives. You name it and LiveAgent gives it to you whether it is chats, quick replies, accessibility over smart phones etc.

CONS: As I mentioned earlier too that I am using LiveAgent on my iPhone too. Though when I use it on a desktop or laptop, everything works fine but when LiveAgent is opened on the smart phone, things get bit weird with it. It shows quite a huge cluster of error messages and it took a while to sort itself out and this issue settles down. The tickets can very easily be seen after refreshing LiveAgent. Sometimes, the phone app doesn’t show previously used canned responses and I fail to understand why this happens. Another issue that really irritates me is that the app practically stops working till the incoming chat are not replied to. I don’t want to be hard on LiveAgent but all these things can be fixed very easily. Even Freshdesk had better iPhone app but it also had bugs, some irritating things like empty tickets list where you start thinking what the hell went wrong with tickets? There is one feature I would love to see and that is “Merge” ticket button.

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Good Help Desk Solution

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Vadim Bogdanov
3/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 13.12.2017 Company Size: 1-10 Employees Industry: Real Estate

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

CONS: VOIP integration

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Straightforward

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Geoff Brandt
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.12.2017 Company Size: 1-10 Employees Industry: Management Consulting

PROS: Covers just about every way a prospect or customer could communicate with our company. And it's all captured in one place.

CONS: Ironically, it's not straightforward to get help from LA itself. They used to have a help button in the portal which was removed. Meaning as a paying customer I have to open a browser tab and get to the generic support page. Not a great implementation.

What do you think about this review? Great Poor

So far, so good. Easy set up, attentive (but not doting) customer service before the sale.

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Winslow Jenkins
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.12.2017 Company Size: 11-50 Employees Industry: Online Media

PROS: Easy set up process. Powerful. On-the-fly changes to widgets and knowledge base. All the needed features.

CONS: Hard to understand the SIP phone set up, not sure who to get an account with or if we can use our exiting Google phone accounts. Hard to get specific information to see the chat widgets in action within a third-party app.

What do you think about this review? Great Poor

Good experience and support staff is very concise.

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Sameer Salehin
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.12.2017 Company Size: More than 100 Employees Industry: Transportation/Trucking/Railroad

PROS: Very good customer support which is readily available whenever required.

CONS: All good - perhaps improvements can be made in allowing sub sections like zendesk does

What do you think about this review? Great Poor

PrintshopCreator

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Heinz Bröskamp
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 29.11.2017 Company Size: 1-10 Employees Industry: Internet

PROS: It is including Customer Portal, Chat, Tickets, Email and help docs in one app

CONS: - the customer list should be have a direct access in the left navigation. Today i have to go customer portal button an then click on customer list - show the online status and a button for start a chat and another button to send a message direct in the customer list - timetracking: today i can switch between "must be tracked" in popup view or without. a third one could be to view the popup automatic but the agent can close it without a timelog

What do you think about this review? Great Poor

Great App for Efficiency

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Sabrina Brawley
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 29.11.2017 Company Size: 11-50 Employees Industry: Retail

PROS: It's very convenient to be able to combine the ticketing system with our Live Chat to keep everyone organized and on the same page. It's a fairly user-friendly interface that doesn't require a lot of technical knowledge to set up.

CONS: I had some issues getting the correct JavaScript updated on our site to trigger automated chats, but support was extremely helpful and attentive and got me going quickly.

What do you think about this review? Great Poor

The best CHAT / SUPPORT app

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Valerio Fioretti
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.11.2017 Company Size: 1-10 Employees Industry: E-Learning

PROS: This app is very feature rich and very helpful support team.

CONS: May be a more slick/modern admin user interface.

What do you think about this review? Great Poor

Easy to use, flexible online chat tool with good support

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Karl Steinke, MBA
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.11.2017 Company Size: 11-50 Employees Industry: Telecommunications

PROS: This is the kind of service one should expect in 2017. It's easy to setup, scalable and works well.

CONS: We haven't yet integrated voice. We hope to try to use the voice feature and to integrate this with our CRM.

What do you think about this review? Great Poor

Just the best Servicedesk Software – PERIOD!

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Jeremy Otten
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.11.2017 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: All in One Servicedesk Solution. Everything can be logged in a single ticket from e-mail, to phone call, to chats

CONS: Maybe more robust CRM.

What do you think about this review? Great Poor

Live Agent – Very Intuitive and Good Support

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 22.11.2017 Company Size: 11-50 Employees Industry: Computer Software

PROS: It's very user friendly; it's visual, intuitive, and it handles the main ticket statuses automatically in a very intuitive and logical way. Setting up the rules is very flexible. The pricing is very competitive, giving the full-featured ticketing option for the basic price.

CONS: It could have previous and next button on the tickets to browse without having to back to the list. It could also have

What do you think about this review? Great Poor

This is a review for Live Agent. We switched from the permanent to the online version 3 months ago

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Greg Bitgood
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.11.2017 Company Size: 11-50 Employees Industry: Information Technology and Services

PROS: The email interface is really why it works so well for us. The Chat is good but because our support is primarily with email we need this functionality.

CONS: A chat within the program to get Customer Service would be good.

What do you think about this review? Great Poor

Excellent support system

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Kenneth Hauklien
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.11.2017 Company Size: 1-10 Employees Industry: Construction

PROS: Fast, got all the right features and solid APIs. We are able to both import and export all aspects

CONS: API to create support ticket

What do you think about this review? Great Poor

Excellent tool which has a lot of features.

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Thibaut Behaghel
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 16.11.2017 Company Size: 11-50 Employees Industry: Telecommunications

PROS: Omnicanal, and easy to set up. Was impressed by how quickly I got all up and running.

CONS: Integration for outbound calling got me to figure out their specs, but it was well documented.

What do you think about this review? Great Poor

A professional ticketing & live-chat tool

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 08.11.2017 Company Size: 1-10 Employees Industry: Computer Software

PROS: Fast and effective support, scalable features and easy-to-use on a daily basis.

CONS: Android app could be designed better

What do you think about this review? Great Poor

Great functions for fair prices

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Martin Danada
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.11.2017 Company Size: 1-10 Employees Industry: Consumer Services

PROS: Great functions for fair prices. Customer support is on very high level.

CONS: Mobile app - there is missing html messages support in that app.

What do you think about this review? Great Poor

A lots of features and good customer support, just the best.

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Romain Julian
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.11.2017 Company Size: 1-10 Employees Industry: Arts and Crafts

PROS: A lots of features and good customer support, just the best.

CONS: I have no problems

What do you think about this review? Great Poor

We have been using LiveAgent for almost 2 years and it is a must for our custumer service.

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.11.2017 Company Size: 11-50 Employees Industry: Events Services

PROS: The concept of concentrating all the messages in one place make it manageble.

CONS: It could have integration to Linkedin.

What do you think about this review? Great Poor

Great product for a great price!

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Carey Runyard
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.07.2017 Company Size: 1-10 Employees Industry: Market Research

PROS: Live Agent is very easy to use and navigate. Very simple to set up. It has a nice, easy design. I like that it is affordable and very easy to understand when setting up and using. We have been able to respond quickly to customers and have had questions and comments come in using this product that the client may not have been willing to call and ask.

CONS: Have no complaints. At the moment I have nothing that I would change.

What do you think about this review? Great Poor

Great Chat for Ecommerce

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Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 02.07.2017 Company Size: 1-10 Employees Industry: Retail

PROS: Short learning curve, robust features, ability to create tickets. We have an online furniture store and we use this software to communicate with customers in real time, answer questions, etc. The interface shows us who is shopping, what part of the country they're from, what page they're viewing on our site, etc. Highly recommend.

CONS: We haven't had any problems with this software. It is exactly as described.

What do you think about this review? Great Poor

Great Quality Product!

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.04.2017 Company Size: More than 100 Employees Industry: Media Production

PROS: The GUI make this very easy to use - my particular favourite being the filtered views which I can completely customise to my personal preferences. The ability to see what colleagues are typing allows for quicker assistance and response times. Automated responders also work a treat! All in all, love it!

CONS: Nothing I can think of but you could perhaps look at creating a standalone desktop application?

What do you think about this review? Great Poor

My overview about LaDesk

Read full review >
Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 27.04.2017 Company Size: 11-50 Employees Industry: Music

PROS: The fact that the platform is very easy and practical captivated me. The "Getting Used" part helped me a lot by starting on it. Also, the fact that we can categorize and identify customers by name, email and tickets is very helpful. The stickers help us identify where we can do better work and where we are already good.

CONS: I would add more configuration tools on certain agents.

What do you think about this review? Great Poor

Easy to use

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Allan Ferguson
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.04.2017 Company Size: 51-100 Employees Industry: Consumer Services

PROS: Ease of use also the use of statistics is fantastic especially when tracking staff performance. Each user of this service has advised me that the use s so sufficient also managers and supervisors alike have noted there satisfaction with the staff performace. I have has many members using this serbvice whom are extremely happy.

CONS: Trainging manuals and ease of trainign for new users may suffice

What do you think about this review? Great Poor

Amazing Helpdesk Solution

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Petras Brinko
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.04.2017 Company Size: 51-100 Employees Industry: Computer & Network Security

PROS: -Ease of use, nice user interface -Report and analysis tools -Social Media integration (receive FB, Twitter messages to the LiveAgent) -Customizable Search function -Mobile App available I really like LiveAgent as it provides great user experience for both agents and customers. As an agent you can view detailed statistics about your work. Even "gamification" is involved - you collect badges and level up when working. As for a customer support team manager, you can view detailed statistics about your workers and customers.

CONS: The indicator which shows that a ticket is already open by another agent could be more visible.

What do you think about this review? Great Poor

LiveAgent is the best software out there for providing customer service and even more!

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Linas Levanas
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.04.2017 Company Size: N/A Industry: N/A

PROS: The variety of customization options allows you to make your daily job so much easier and faster, by adding predefined answers, creating rules so LiveAgent itself could manage some tickets automatically, etc. It is just great with how much you can do with it. Options are limitless. After using it for over a year I find new features and available options for making daily work easier.

CONS: There could be more API call options and the support of LiveAgent themselves could be better.

What do you think about this review? Great Poor

Easy to use software, has all features that you need.

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Tomas Seo
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2017 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Livechat has features to invite other agents to join the chat. Also, you can leave notes on chats, tickets that are only visible for other agents and it helps to identify what was the conversation about saving a lot of time. You can create different departments and move your tickets around accordingly.

CONS: After the recent update the Livechat shows client IP and information at the bottom of the chat, it was better when it was at the top :)

What do you think about this review? Great Poor

LiveAgent is a great customer support platform

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 05.04.2017 Company Size: 11-50 Employees Industry: Computer Software

PROS: easy setup - chat buttons integration was piece of cake many features (we\'re using mainly live chat and call center) unlimited number of chat buttons - we placed different buttons on multiple websites ability to chat and answer tickets simultaneously detailed reports and statistics - can be filtered

CONS: design of interface - looks quite old-fashioned it would be nice to have more themes to choose from

What do you think about this review? Great Poor

Easy to use and provides all the efficiency you might need!

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Tautvydas Vaižgėla
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.04.2017 Company Size: More than 100 Employees Industry: N/A

PROS: All the tools it provides to work more efficiently! I really loved the canned response and predefine features. You can configure things in a way that suits you best. You can add certain filters and work through "To Solve" feature which basically opens new tickets in a one button manner based on what you have set up in your filters.

CONS: There aren't many issues with this software, just some occasional bugs which cause me to pause my work for a few moments, but that is not a big drawback.

What do you think about this review? Great Poor

Geat software!

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Dovilė Tarutytė
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 04.04.2017 Company Size: 51-100 Employees Industry: Computer Networking

PROS: Liveagent is very user friendly. Even as a first time user, you don't have to take too much time getting used to it. It provides a bunch of great features. You can organize and mark the tickets the way you want, which provides the sense of order. With all this, we can get straight to work, instead of spending hours just for learning how the software works.

CONS: I haven't encountered any problems during my use of the software.

What do you think about this review? Great Poor

A lof of great features!

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Domantas Gudeliauskas
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.04.2017 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: We have more than 100 support agents and we mainly use LiveAgent for our customer support - live chat and ticketing. One of the best aspects of this software is ability to customize it the way you need it. For example, we have automated a lot of manual tasks with LiveAgent. It helped us to reduce tickets count and improved our customer support.

CONS: Sometimes updates are slow. Software requires a lot of server resources

What do you think about this review? Great Poor

Outstanding help desk software

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Gediminas Bučiūnas
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.03.2017 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: - Automation features are really efficient and help provide quick and reliable support - Ticketing, departments, SLAs and similar tools allow creating a good work environment - Great features for communication between team members - Statsitics and tracking that allow learning from mistakes and discovering places that need improvement

CONS: Did not encounter any issues. Sometimes the software may work a bit slow, but a lot depends on the connection and machine used at the time

What do you think about this review? Great Poor

LiveAgent is the software which changed our daily work

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Vytis Bulkevicius
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 28.03.2017 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: It's very easy to use this tool and you can modify it on your own. You can create rules for departments, select tickets depending on the priority, set different limits for every agent and so on. It allows inviting visitors to the chat if you see that they are on the website for a long time, for example (you can see the time next to them).

CONS: I would recommend modifying search as sometimes it's different to find a ticket or chat by a phrase which is the ticket.

What do you think about this review? Great Poor

Liveagent – exactly what we needed

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Edvinas Barkauskas
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.03.2017 Company Size: N/A Industry: N/A

PROS: Liveagent provides an exceptional interface which is really easy to use, furthermore it has a load of features. My favorite features would be the tagging system. Client can rate our agents (reward or rebuke), you can track the statistics, you can turn off chats when needed. It has even a "Pause" mode :)

CONS: The issues could be handled sooner, however, overall it is fine :)

What do you think about this review? Great Poor

Great Sowftware

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Sarune Saulyte
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.03.2017 Company Size: More than 100 Employees Industry: Internet

PROS: The ability to integrate all social media platforms in one place is an amazing bonus, as it saves a lot of valuable time and helps manage time more efficiently. Another thing I like is the ability to have tickets and chats in one place. The ease of use makes Live agent probably the best software for relations with customers.

CONS: Sometimes it is a bit laggy, but I haven't faced anything major.

What do you think about this review? Great Poor

Customize like it is your own!

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Paulius Zemaitis
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 27.03.2017 Company Size: More than 100 Employees Industry: Internet

PROS: Customization is definitely top-notch! I had some time playing around with this awesome software and it gave me exceptional results! I am now able to easily review each and every ticket/chat with the custom filters created. The statistics features are also absolutely great! After all the price is also very affordable!

CONS: It seems to have a little steep active resources requirement, but if you have great optimization!

What do you think about this review? Great Poor

Best Help Desk tool in the market

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Merkys Maliukevicius
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.03.2017 Company Size: More than 100 Employees Industry: Computer & Network Security

PROS: Live Agent software is huge time saver! It provides a few very beneficial features: Ticket responses via API (it is possible to automate answers to such queries as "what is the price of your product" , "payment methods") Postponing tickets (this is very handy if ticket cannot be resolved right now) LiveChat on the website ( Live Chat window design is superb! )

CONS: There were a few issues with our API integration. However, we contacted their support team and they have resolved the problem for us. They are very friendly

What do you think about this review? Great Poor
Kevin Woods
4/5

Overall impression

Good Customer interface, excellent support, really excellent knowledge Base (probably the best i have used in fact) Back end needs work to be a bit more intuitive for day to day usage But overall we like the product. It is well priced and transition from competing product we had was simple

Don
5/5

Overall impression

LiveAgent has good distribution structure and wide range of contact channels. Communicating with customers is easy with features like: adding notes, rules, departments, groups, email templates, forwarding messages to other agents. You can find any conversation in online ticket history, so you do not have to be scared of losing an important data.

Adam Jepsen
5/5

Overall impression

My company has been using LiveAgent helpdesk software as customer support service more than 3 years now. We consider LiveAgent and Quality Unit company as professional company well-prepared to serve product to every type of company. It does not matter if the company is small business or international corporation, LiveAgent fits any proportions. Whole hybrid ticketing system works perfectly, we have not notice any mistakes, it has many options that make agent's work much easier. Price is very positive for us. We can state that after using LiveAgent helpdesk software we have more customers, who buys products more frequently. LiveAgent helps you better fulfil customers needs and solve their problem. I truly recommend it to everybody.

Ben Lambrecht
5/5

Overall impression

LiveAgent has revolutionized the way we communicate with our clients. We managed to create a neat looking Customer Portal where my clients can come and check the status of their tickets. They can also find their answer in the knowledge base, which can be divided into multiple tier categories.

Michael
5/5

Overall impression

I love how simple it is to use and how quickly it is to learn! +price, many features, design-interface -missing integration with whatsupp - would be great The support from LiveAgent is also top-notch.

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Reviewed By Jenny Chang
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