What users are saying about
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Top Rated
120 Ratings

LiveAgent

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Top Rated
120 Ratings
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Score 9.5 out of 100
5 Ratings
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Score 9.3 out of 100

Likelihood to Recommend

LiveAgent

LiveAgent is well-suited for having a range of members in a company online and having the opportunity to utilize their strengths for the greater good of the customer's experience and the company's overall success. Bus2alps has customer service representatives online to work with guests who have already purchased our trips and have questions about their upcoming experiences. We also have sales representatives online who are able to work with guests who are searching for trips but haven't booked with us yet, and they are the experts with our products and with making sales. We also have members of our guide team who operate the trips online, so when guests have a specific question about an upcoming trip that the customer service team may not know, LiveAgent's ability to transfer a chat to another online agent has proven incredibly useful in answering the guest's query as quickly and accurately as possible. Our customers are receiving comprehensive, dynamic service to meet their needs.
Shelby Wischan | TrustRadius Reviewer

Provide Support Live Chat

Provide Support Live Chat is a very user friendly tool. It allows my Customer Service Team to perform their daily duties and easily access live chats when needed. It's really great because we can ask for contact information so we can research questions if needed and then reply back in a timely manner. Our customers and potential customers can always have access to a live person.
Kimberly Graham | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveAgent
8.8
Provide Support Live Chat
Organize and prioritize service tickets
LiveAgent
9.2
Provide Support Live Chat
Expert directory
LiveAgent
7.9
Provide Support Live Chat
Subscription-based notifications
LiveAgent
9.0
Provide Support Live Chat
ITSM collaboration and documentation
LiveAgent
8.1
Provide Support Live Chat
Ticket creation and submission
LiveAgent
9.5
Provide Support Live Chat
Ticket response
LiveAgent
9.4
Provide Support Live Chat

Self Help Community

LiveAgent
9.1
Provide Support Live Chat
External knowledge base
LiveAgent
8.8
Provide Support Live Chat
Internal knowledge base
LiveAgent
9.4
Provide Support Live Chat

Multi-Channel Help

LiveAgent
8.7
Provide Support Live Chat
Customer portal
LiveAgent
9.2
Provide Support Live Chat
IVR
LiveAgent
8.4
Provide Support Live Chat
Social integration
LiveAgent
8.6
Provide Support Live Chat
Email support
LiveAgent
9.3
Provide Support Live Chat
Help Desk CRM integration
LiveAgent
7.8
Provide Support Live Chat

Pros

LiveAgent

  • It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
  • Low on pricing.
  • You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
  • The user-friendly application.
Hammad Bin Idrees | TrustRadius Reviewer

Provide Support Live Chat

  • Incoming chat notifications
  • Easy to add additional operators to the room
  • Easy to see information of the person you are chatting with
  • Chat transcripts are automatically emailed
Tim Regas | TrustRadius Reviewer

Cons

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul | TrustRadius Reviewer

Provide Support Live Chat

  • Does not allow us to flag a particular 'consumer' as a scammer.
Kimberly Graham | TrustRadius Reviewer

Likelihood to Renew

LiveAgent

LiveAgent 9.2
Based on 4 answers
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Šarūnė Šaulytė | TrustRadius Reviewer

Provide Support Live Chat

No score
No answers yet
No answers on this topic

Usability

LiveAgent

LiveAgent 8.0
Based on 4 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 | TrustRadius Reviewer

Provide Support Live Chat

No score
No answers yet
No answers on this topic

Support Rating

LiveAgent

LiveAgent 9.3
Based on 28 answers
Our needs are very minimal, and LiveAgent meets our needs very well. We take comfort in knowing that as we expand, we have a resource that has the features we can take advantage of in the future without jumping over to another platform.
Brian 🎬 Kelly | TrustRadius Reviewer

Provide Support Live Chat

Provide Support Live Chat 9.7
Based on 3 answers
They are there when I need them.
Steven Woodall | TrustRadius Reviewer

Implementation Rating

LiveAgent

LiveAgent 9.1
Based on 4 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 | TrustRadius Reviewer

Provide Support Live Chat

No score
No answers yet
No answers on this topic

Alternatives Considered

LiveAgent

Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Federico Valverde Cabrera | TrustRadius Reviewer

Provide Support Live Chat

We elected to continue with Provide Support Live Chat because it was more economical compared to Salesforce's option. While Salesforce contained more integration options, we did not see the need to dramatically increase our costs just to have direct integration with Salesforce records and accounts. We haven't evaluated other options since we are happy with Provide Support Live Chat.
Tim Regas | TrustRadius Reviewer

Return on Investment

LiveAgent

  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Alissa Burch | TrustRadius Reviewer

Provide Support Live Chat

  • I was not a part of the business decision to start using Provide Support Live Chat. I have been with the company for 6 years and I can say it is well worth it.
Kimberly Graham | TrustRadius Reviewer

Screenshots

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveAgent Editions & Modules

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

Provide Support Live Chat

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Provide Support Live Chat Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

LiveAgent
9.5
Provide Support Live Chat
9.7

Likelihood to Renew

LiveAgent
9.2
Provide Support Live Chat

Usability

LiveAgent
8.0
Provide Support Live Chat

Support Rating

LiveAgent
9.3
Provide Support Live Chat
9.7

Implementation Rating

LiveAgent
9.1
Provide Support Live Chat

Add comparison