What users are saying about
Top Rated
34 Ratings
Top Rated
34 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

LiveAgent

Well Suited.When it comes to interacting with your customers and responding to their queries which you get from different channels, i.e. Chat, Social Media, Phone Calls, Emails, etc, then you don't need to log in using different channels but rather just use a single platform which is LA. It's a complete one window solution for Customer Support. You can respond to your customer queries regardless of the communication medium. This can help you to improve your customer support department and their SLA's.
Hammad Bin Idrees profile photo

Feature Rating Comparison

Incident and problem management

LiveAgent
9.5
Organize and prioritize service tickets
LiveAgent
9.8
Expert directory
LiveAgent
9.3
Subscription-based notifications
LiveAgent
8.9
ITSM collaboration and documentation
LiveAgent
9.4
Ticket creation and submission
LiveAgent
10.0
Ticket response
LiveAgent
9.9

Self Help Community

LiveAgent
8.6
External knowledge base
LiveAgent
9.0
Internal knowledge base
LiveAgent
8.1

Multi-Channel Help

LiveAgent
9.3
Customer portal
LiveAgent
10.0
IVR
LiveAgent
9.7
Social integration
LiveAgent
8.6
Email support
LiveAgent
10.0
Help Desk CRM integration
LiveAgent
8.4

Pros

  • Very easy to use! Love the dashboard and format.
  • Easy to implement and get started on.
  • Price is great!
Carey Runyard profile photo

Cons

  • I would recommend making the search tool a little more useful as sometimes it's hard to find what are you searching for. You need to modify the query for the system to understand it.
  • I expect to have an ability to remotely access the computer of the client in the future if he agrees with it. I'm sure it's possible to be done if a client downloads a 'software agent' which allows accessing his computer remotely.
  • I think that it's possible to implement a system which can try adding a tag to the ticket automatically depending on the keywords used in the ticket/chat and agent should only change it if a tag is added incorrectly.
Vytis Bulkevicius profile photo

Likelihood to Renew

LiveAgent9.1
Based on 2 answers
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Luis McDonnell profile photo

Usability

LiveAgent9.1
Based on 3 answers
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Luis McDonnell profile photo

Support

LiveAgent8.6
Based on 3 answers
Because it gives me everything I need.
Šarūnė Šaulytė profile photo

Implementation

LiveAgent9.1
Based on 2 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Luis McDonnell profile photo

Alternatives Considered

LiveAgent was much more affordable for us than Salesforce Desk and I liked the ease of use and dashboard better than both Salesforce Desk and Live Chat.
Carey Runyard profile photo

Return on Investment

  • Better customer service
  • Increased customer satisfaction
  • More conversions while chatting with website visitors in real time
Miguel Harari profile photo

Pricing Details

LiveAgent

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
LiveAgent Editions & Modules
LiveAgent
On-premise Edition
Downloadable licence
$11,9501
1. 20 agents
SaaS Edition
Ticket
$91
Ticket+Chat
$291
All-inclusive
$391
1. per agent
Additional Pricing Details