Effective client support tool to manage multiple businesses in one single dashboard
It helps me to organize multiple prospect engagement points into an easy to use one single dashboard. Several productive options to …
LiveAgent
LiveAgent
LiveAgent
Starting at $15 per month
View PricingOverview
What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions.
LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by...
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Top Rated
2021
Best of
2021
Best of
2021
Popular Features
View all 13 features- Ticket creation and submission (56)9.292%
- Ticket response (57)9.292%
- Customer portal (52)8.585%
- Organize and prioritize service tickets (54)8.585%
Reviewer Pros & Cons
View all pros & cons
Video Reviews
1 video
2 Years Later: How LiveAgent Expanded Support Capabilities for a Digital Marketing Consultant
02:29
Pricing
View all pricingTicket
$15
Cloud
per month
Ticket+Chat
$29
Cloud
per month
All-inclusive
$49
Cloud
per month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.liveagent.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $15 per month
Product Demos
LiveAgent Product Tour
02:26
LiveAgent 2021 | Better Customer Service Starts Today
01:12
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions.
LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage of its customer segmentation, automation, built-in CRM, and a powerful analytics package, as well as gamification features. They invite users to discover over 180+ help desk features, and 200+ integrations. The vendor states users can join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service with LiveAgent.
LiveAgent is a web-based application but is also available on iOS and Android, and is suitable for businesses of all sizes. A free 14-day trial is available, with no contracts and no credit card required.
LiveAgent Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
LiveAgent Screenshots
LiveAgent Videos
LiveAgent Helpdesk & Live chat Product Tour | www.liveagent.com
LiveAgent 2021 | Better Customer Service Starts Today
LiveAgent Integrations
- WordPress
- PrestaShop
- Joomla!
- Mailchimp
- AWeber
- GetResponse
- 2Checkout
- Braintree, a PayPal service
- OpenCart
- Shift4Shop
- Shopify
- BigCommerce
- Volusion
- CoreCommerce
- X-Cart
- Drupal
- Weebly
- Wix
- GoDaddy
- Squarespace
- ExpressionEngine
- Highrise
- ProjectManager.com
- Zapier
- Adobe Business Catalyst (Discontinued)
- Nicereply
- Slack
- Post Affiliate Pro
- CloudTalk
- Clockify
- Trello
- HubSpot CRM
- WooCommerce
- monday.com
- CS-Cart
- Magento Commerce Cloud (formerly Magento)
- Actinic
- Fortune
LiveAgent Competitors
LiveAgent Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | online app |
| Mobile Application | Apple iOS, Android |
| Supported Languages | Arabic, Catalan, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Modern Greek (1453-), Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese |
LiveAgent Downloadables
Frequently Asked Questions
LiveAgent starts at $15.
Reviewers rate Email support highest, with a score of 9.4.
The most common users of LiveAgent are from Small Businesses (1-50 employees).
LiveAgent Customer Size Distribution
| Consumers | 20% |
|---|---|
| Small Businesses (1-50 employees) | 65% |
| Mid-Size Companies (51-500 employees) | 10% |
| Enterprises (more than 500 employees) | 5% |
Comparisons
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Reviews and Ratings
(138)
Attribute Ratings
Reviews
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December 23, 2022
Effective client support tool to manage multiple businesses in one single dashboard
Score 10 out of 10
Vetted Review
Verified User
It helps me to organize multiple prospect engagement points into an easy to use one single dashboard. Several productive options to categorized tickets and agent management. This allows me to provide excellent customer service no matter how our customers prefer to reach out via online and by phone. The reporting and analytics feature has also been incredibly helpful in tracking and improving our customer service performance.
- Organize multiple prospects engagement points into an easy to use one single dashboard
- Improving productivity of the service agents
- Improving our service performance using reporting and analytics
- Adding more integration options
- Introduce own chatbot
- Adding more themes to select
November 04, 2022
LiveAgent's The Best!
We use LiveAgent to assist our customers via chat, email, and phone call. We utilize the knowledge base so all of our employees have access to trouble shooting in the same window as the chats. The metrics that are measured make it a lot easier to review employees performance efficiently.
- Has exceptional customer service if assistance is needed.
- A user friendly platform even for those who are not tech savvy
- Organized interface to handle customers and leave notes
March 15, 2022
LiveAgent fills the gaps that previous programs did not.
We use LiveAgent to assist customers both for sales interactions and traditional customer service. Our company also assists customers over the phone and email so chat is another way that we can help our base.
- Allows for quick responses.
- Allows us to complete sales.
- Easy for our agents to use.
- Could have more features as to automatic responses.
- Translation features could be better.
- The cost.
February 25, 2022
Great Ticketing Software Package at an Affordable Price
Score 10 out of 10
Vetted Review
Verified User
We were evaluating whether to use LiveAgent as our ticketing software. It has all the
features and functionalities that we were looking for in helpdesk software,
plus also great customer support.
- Having all tickets (and chats etc.) pertaining to one specific customer in one place
- Great overview and structure of the communication details
- Integration of different tools
- This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons.
January 25, 2022
Live Agent- First Class in the communication field.
Score 10 out of 10
Vetted Review
Verified User
We use LiveAgent for live chat and offline ticketing, This helps us be available to customers day and night and allows us to gather leads when offline, We have been using LiveAgent exclusively for a number of years and I'd recommend them to anyone, They have fantastic tech support which is available 24/7.
- Live Chat
- Offline Messages
- Tech Support
- Times users out/log out users
- number of visitors on site is often inaccurate
October 26, 2021
Time saving! Helps to organize your mailbox
Score 9 out of 10
Vetted Review
Verified User
LiveAgent is being used by the entire company. Before using this software we had a bad organization in our mailbox. It’s very useful that you can assign certain emails to different departments or even workers of the department. This allows us to save a lot of time because we don’t waste time anymore by searching emails or reading emails that doesn’t even conern your department.
- Organize the mailbox
- Mark the emails as urgent or less urgent
- Saves time because you don’t lose time reading emails that don’t concern your department.
- Have a video explaining all the different features
- Easier to implement
August 25, 2021
Liveagent had so many more uses than we expected!
Score 10 out of 10
Vetted Review
Verified User
The ability to have our emails, live chat, ticket system, and social all in one place makes life so much easier for our business as we grow. The ticket system is my favorite feature as it is so easy to organize. It's good that we can customize the look of our custom pages and chat as well.
- Custom forms
- Live chat
- Ticket system
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
August 10, 2021
Great product I'm using on multiple domains
Score 10 out of 10
Vetted Review
Verified User
Really love the team at LiveAgent, great to talk to. I do wish you could stay logged in more easily with the live chat, or that is connected with a Facebook Messenger Page so I can communicate back through that and show online more, but custom forms have been great for my business requirements, along with ticket system.
- Custom Forms
- Livechat Support
- Keep livechat on my website as showing online without having to log in each time
July 15, 2021
Customer service and help desk
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is used by our customer service department within the company. It allocates customer to our reps so that they can speak in regards to the issues and concerns with them, providing a solution if any issues faced. We have LiveAgent dedicated for support and customer service team only as they find it best of purpose served.
- Organized messages.
- Simple to use.
- Easy to integrate.
- WhatsApp integration.
- connecting to SMPTP.
February 08, 2021
Great Ticketing System!
Score 9 out of 10
Vetted Review
Verified User
My school recently separated from the church that was hosting us, in the separation we needed a help-desk ticketing system, we eventually landed on LiveAgent and have not regretted the decision. LiveAgent is across the entire PreK - 8th Grade school for our help-desk ticketing system, it is intuitive and easy to use.
- User friendly.
- Easily configurable.
- Superb support.
- Have not come across any yet.
January 19, 2021
LiveAgent Review - 25/7 in the air!
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is being used across the whole organization. We receive and reply to e-mails, live chats and phone calls. Everything you need is in one place, under one contact person or user. You can add as many e-mail addresses as you want. You can also add as many departments and users as you want.
- 24/7 available
- integration goes fast
- you can always book a zoom call and things will be showed to you
- WhatsApp integration
- Instagram integration
- LinkedIn integration
January 04, 2021
LiveAgent is a great software!
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is the software to use if you have multiple brands in the same company, just as we do. With 5 different brands, it is hard to keep track of the customer service and switching between different software is a nightmare. So switching from Hubspot, Freshdesk, video chat, etc. was not only an option, it was a choice. We are very happy with the switch!
- Great software
- Easy to handle and integrate
- Multiple brand feature
- Live chat + help desk in same solution
- Social features
- Connecting SMTP!
December 15, 2020
Switching to Live Agent improved our Customer Experience
Score 9 out of 10
Vetted Review
Verified User
We switched to LiveAgent from a competing help desk and we are so pleased with the switch. We use it primarily for B2C purposes.
- We utilize tags to categorize our tickets both new and old and they really help us to keep all of our tickets organized.
- The knowledge base feature is a great tool to use if you don't want to build out an entire support portal of your own — it is simple to use and customizable.
- Simple, but we have never had an issue with emails being forwarded to Live Agent which was the problem we had with our last help desk. Live Agent is a reliable software.
- It would be nice to have a direct contact when we have questions who knows our account, but the chat feature on their website has worked fine when we have had questions.
November 12, 2020
LiveAgent: great for business
Score 9 out of 10
Vetted Review
Verified User
LiveAgent is used for communicating with our customers, therefore, it is used in our Support department and Customer Satisfaction department. Our business department also uses LiveAgent to communicate with our partners.
- Clear structure between all forms of communications (calls, chats, emails).
- Can be adjustable to personal needs.
- Helpful and fast support. They are very open to suggestions. Every time we suggest something, they will take it into account.
- Chat could be translated automatically to other languages.
August 28, 2020
Just what we needed
Live Agent is just what we needed. Other companies had us using multiple programs to do the same thing that we do inside LiveAgent now. The simple billing structure was a plus as well, easy to calculate the cost per agent and no hidden surprises. We use LiveAgent for customer information, ticketing, issue tracking, and resolution. The custom tags, and easy to generate reports help us get the info we need anytime we need it. Was easy to set up and get running, quick integration and easy to add or remove agents as needed.
- Tagging
- Reporting
- Ticket managmnet
- Did not work with our initial 800 provider
- Merging tickets can be tricky sometimes
August 14, 2020
Great Customer Support
Score 9 out of 10
Vetted Review
Verified User
Our whole organization uses LiveAgent to speak with customers. It effectively allows us to allocate customers to specific agents that will then speak with them and figure out what needs to be done. It addresses the problem of making the connection between customers who have issues and us customer support agents who can help them.
- Lets you see who is working on what
- Keeps all of your messages in order
- Lets us add tags to each conversation for quick recognition
- Sometimes it is not very intuitive editing tickets
- You can get lost in the messages
- Too many buttons and features on one screen sometimes
August 14, 2020
LiveAgent review
We use LiveAgent to log our interactions with customers whether it be chat, email, phone calls to be able to complete their requests for their parts.
- Assigning a ticket to each email to be able to track
- Tagging emails for certain issues
- All calls are tagged to a generic number causing them all to be tagged under the same ticket number
- Being able to pull reports of all the note associated with a certain tag
August 13, 2020
Works for what we need
Score 6 out of 10
Vetted Review
Verified User
This is used solely by the customer service department. We use it to share notes to collaborate to take care of customers efficiently and with good quality service. It creates a place for us to keep all customer information so there are no delays in response.
- Shared email with ability to assign tickets
- Everything is shared
- Compartmentalized Design
- Calls don't always work
- Ticket creation from phone calls is tricky
August 12, 2020
Get LiveAgent! Trust me
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is a fantastic platform that solves many issues that we had in our customer support area. The integration of the chat forms could not be easier. We can set up multiple departments so that the right issue goes to the right team. Value for money-wise, I do not think it can be beaten.
- Integration.
- Options for support.
- Department options.
- Ease of use.
- More templates for forms.
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is utilized by multiple departments at my company. We use the chat system and the email "ticket" system to easily manage our response time and workflow. We are a virtually-based company with staff all over the world so LiveAgent Desk has been an invaluable tool for us.
- Customizable labels and tags help our team members prioritize their workflows.
- Automated ticket system makes it easy to track related messages.
- Ability to configure the system for use in multiple departments.
- Report features could be enhanced to allow for more detailed and less generic reports.
- Auto-generated ticket numbers create confusion for some of our clients. Sometimes they remove the alpha-numeric ticket from the subject of the email so the response doesn't automatically attach to the original message.
- It's rare but we have seen messages end up in the "spam" folder for the associated email address and it's almost impossible to find the message or know that it exists since it doesn't show in LiveAgent.
We use LiveAgent for multiple departments to connect to other affiliate businesses that we work with. This is being used by some but not all departments depending on how we do business. It completely solves the issue of email chains getting very confusing amongst several different users. This helps us to navigate through the incoming tickets, for everyone to view them, and to assign them accordingly. It is a huge help to our business.
- The list of tickets is nice and organized.
- There are some very useful filters to help us narrow down the tickets we are looking for.
- The communication capabilities and email capabilities built into the system work well.
- I think the interface sometimes seems a bit dated and could use some improvements.
- I think the two factor authentication can be a problem if you lose your device, so there could be a solution for this - possibly working directly with Google to offer the ability to unlock via Google (this did not seem to be an option for me)
- Navigating some of the profile/user settings could be a bit more centralized and more organized.
Score 10 out of 10
Vetted Review
Verified User
I love this system. It's professional, easy to use and has all of the features we need within our company. I like that we can customise the chat feature and the knowledge base to feature our logo and business colours. I like that we can feature multiple users, departments and agents.
- Customisation.
- Ease of use.
- Professionalism.
- Great support within LiveAgent themselves.
- Not so keen on the pause function.
- I would like a better choice of sounds and notifications.
June 02, 2020
Excellent
We use LiveAgent to manage a support help desk for two brands and also handle tickets for our online retail business. We use the knowledge base and accept tickets from the web portal, email, live chat and social media channels.
- It works well. We migrated from Zendesk, which was straightforward, and look forward to using LiveAgent for years to come.
- Whatsapp integration.
- A better android app.
- Integration with Linnworks.
- Integration with oFlow.io.
Score 10 out of 10
Vetted Review
Verified User
We are using it to manage our customers tickets, and it is helping us a lot with the report and management features.
- Managing tickets.
- Reporting.
- Automation.
- Nothing to say.
May 20, 2020
Fabulous & Extremely Awesome All-in-One Multichannel, Multibrand Help Desk with Call Center & Live Chat
LiveAgent is being used across the whole organization. We have 4 different brands & are using it as omnichannel sales & customer support software. We receive queries from mixed channels from our customers as this is the messaging app era. We are using it with Facebook & Email tickets primarily but we will soon implement Instagram & WhatsApp (upcoming) channels in it.
- Omnichannel support.
- Multi brand.
- Call center with web to web voice & video.
- Their UI.
- Limitations with plugin support for single brand only.