LiveAgent REVIEW

Help Desk Software

39 user reviews
USER SATISFACTION 99%
OUR SCORE 9.7

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 2016 Supreme Software Award as well as our Experts’ Choice Award for 2016. 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

LiveAgent Position In Our Categories

Position of LiveAgent in our main categories:

3

LiveAgent is one of the top 3 Customer Support Software products

3

LiveAgent is one of the top 3 Help Desk Software products

3

LiveAgent is one of the top 3
Customer Support Software products

3

LiveAgent is one of the top 3
Help Desk Software products


LiveAgent is also listed in the following subcategories:

Category:Position:Category:Position:
Help Desk & Ticketing Software#2 Live Chat Software#2
Category:Position:
Help Desk & Ticketing Software#2
Live Chat Software#2

It is important to note that virtually no software in the Customer Support Software category will be a perfect solution able to meet all the requirements of all business types, sizes and industries. It may be a good idea to read a few LiveAgent reviews first as certain software can dominate exclusively in a very narrow group of applications or be created with a very specific industry in mind. Others may function with an idea of being easy and intuitive and as a result lack complicated functionalities welcomed by more experienced users. There are also services that focus on a wide group of customers and give you a powerful feature set, however that frequently comes at a more expensive price of such a software. Make sure you're aware of your requirements so that you choose a service that provides all the features you look for.

How Much Does LiveAgent Cost?

LiveAgent Pricing Plans:

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: $12 per agent

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

Ticket + Chat – $20 per agent/month 

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

All-Inclusive – $25 per agent/month 

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

LiveAgent is also available as an on premise option, which involves purchasing a single-time downloadable license, available in the following payment plans:

  • Startup for 3 agents – $899
  • Business for 10 agents – $2999
  • Company for 20 agents – $5999

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

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.

POSITIVE SOCIAL MENTIONS

39

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
  • Germany
  • India
  • Japan
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 NO.
  • LIVE SUPPORT
  • TICKETS

What are LiveAgent pricing details?

LiveAgent Pricing Plans:

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: $12 per agent

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

Ticket + Chat – $20 per agent/month 

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

All-Inclusive – $25 per agent/month 

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

LiveAgent is also available as an on premise option, which involves purchasing a single-time downloadable license, available in the following payment plans:

  • Startup for 3 agents – $899
  • Business for 10 agents – $2999
  • Company for 20 agents – $5999

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

User reviews


User reviews in total: 39

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The most favorable review

Maryann M.

16 hours ago


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.

The least favorable review

Terry R.

2 weeks ago


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.

Published 16 hours 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...



What do you think about this review? Great Poor
Published 3 days 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...



What do you think about this review? Great Poor
Published 4 days ago
Verified
user
In my experience, LiveAgent software is one of the most comprehensive help desk solution in the...



What do you think about this review? Great Poor
Published 7 days 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...



What do you think about this review? Great Poor
Published 1 week 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...



What do you think about this review? Great Poor
Published 2 weeks ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 weeks ago
Verified
user
LiveAgent offers great options and features in order to provide great customer support. Within the software you can find automation options, departments, predefines and...



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Carey Runyard
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Published 3 weeks ago
Verified
user
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...



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Anonymous Reviewer
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Published 3 weeks ago
Verified
user
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,...



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Anonymous Reviewer
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Published 3 months ago
Verified
user
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...



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Kevin Woods

Published 12 months ago

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

1 person thinks this review is helpful


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Don

Published 1 year ago

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.


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Adam Jepsen

Published 1 year ago

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.


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Ben Lambrecht

Published 1 year ago

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.

1 person thinks this review is helpful


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Michael

Published 2 years ago

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.

3 people think this review is helpful


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