LiveAgent

Pricing

View all pricing

Free

$0

Cloud

per month

Small

$9

Cloud

per month per seat

Medium

$29

Cloud

per month per seat

Entry-level set up fee?

No setup fee

For the latest information on pricing, visithttps://www.liveagent.com/pricing/#trad…

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Starting price (does not include set up fee)

$9 per month

Product Demos

Viber Integration Demo | LiveAgent

YouTube

Rocket Chat LiveChat - Salesforce LiveAgent User Typing Indicator Demo

YouTube

Facebook Integration Demo: How It Works

YouTube

Knowledge Base / Customer Portal Demo | LiveAgent

YouTube

LiveAgent: Ticketing Software Demo

YouTube

Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8

Avg 7.8

8
Organize and prioritize service tickets
(56) Ratings
Prioritize tickets to ensure most urgent are tackled first
8
Expert directory
(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
7
Subscription-based notifications
(42) Ratings
Users subscribe to notifications for ticket updates
6.8
ITSM collaboration and documentation
(38) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
8.5
Ticket creation and submission
(58) Ratings
Users and agents can easily enter new support requests.
8.5
Ticket response
(59) Ratings
Agents can easily follow up with customers.

Self Help Community

Features that allow customers to self-service for support issues.

Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.5

Avg 7.6

10
Customer portal
(53) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
6.9
IVR
(28) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
8.1
Social integration
(50) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
7.5
Email support
(54) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
9.9
Help Desk CRM integration
(46) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

Product Details

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. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha, Huawei and Oxford University.

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

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!
Intuit Mailchimp
AWeber
GetResponse
2Checkout
Braintree, a PayPal service
OpenCart
Shift4Shop
Shopify
BigCommerce
Volusion
CoreCommerce
X-Cart
Drupal
Square Online
Wix
GoDaddy
Squarespace
ExpressionEngine
Highrise CRM (discontinued)
ProjectManager.com
Zapier
Adobe Business Catalyst (Discontinued)
Nicereply
Slack
Post Affiliate Pro
CloudTalk
Clockify
Trello
HubSpot CRM
WooCommerce
monday.com
CS-Cart Multi-Vendor
Magento Commerce Cloud (formerly Magento)
Actinic
Fortune
Facebook
Twitter

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 $9.

Zendesk Suite, Freshdesk, and Kayako are common alternatives for LiveAgent.

Reviewers rate External knowledge base and Internal knowledge base and Customer portal highest, with a score of 10.

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

(143)

Reviews

(1-25 of 116)

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Super Reliable Customer Service Software

Rating: 8 out of 10

February 12, 2024

Frank Sellingsloh

CEO

FU International Academy Tenerife (Education Management, 11-50 employees)

Vetted Review

Verified User

5 years of experience

Use Cases and Deployment Scope

Our customer support was a mess before LiveAgent came along. We were juggling too many things - emails, phone calls, social media - and it felt out of control. Customers were frustrated because issues took forever to resolve. Our team was stressed trying to keep up. It was chaos.LiveAgent changed everything. It brought all our communication into one organized system - no more hassling with different channels. Now customers connect with the right person quickly. Boring stuff like canned responses is automated so agents can focus on solving problems. The system even gives us reports to make our service better.With LiveAgent, things just flow better. Customers are happier getting fast, quality support. Our agents have tools that make their job easier instead of dealing with chaos. After 5 years, LiveAgent is still delivering harmony to our team. No more angry customers or overwhelmed agents. I can't imagine working without LA keeping everything smooth!

Pros

Efficiency: Consolidated channels, streamlined ticketing, empowered agents.
Happy Customers: Improved satisfaction, faster response times, consistent messaging.
Data-driven Decisions: Valuable insights, actionable reports, trackable metrics.
Exceptional Support: Responsive team, helpful resources, easy to use.
It just works without any issues!!!

Cons

The usability could be better. Some things are not obvious to find.
I would be to improve the visual layout and organization of the software.
The left sidebar menu feels a bit cluttered.

Likelihood to Recommend

Great LiveAgent Use Cases: Managing high ticket volume - Features like skills-based routing and macro responses are perfect for efficient, streamlined support behind the scenes.
Omnichannel communication - For any business that needs to provide email, chat, messaging, and social media support, LiveAgent makes juggling channels a breeze.
Service-focused teams - Call centers, shared services/support desks, hosting companies and the like maximize LiveAgent's features to deliver top-tier assistance.
Monitoring performance - With detailed reporting and the ability to listen in on live interactions, LiveAgent provides excellent oversight for managers.

nice software that could still have improvements

Rating: 8 out of 10

November 28, 2023

Gerhard Latzelsberger

Country Manager

Keys.Express (Computer Software, 11-50 employees)

Vetted Review

Verified User

3 years of experience

Use Cases and Deployment Scope

We use LiveAgent in the team and receive our support tickets and customer inquiries there. We processed more than 30,000 tickets with it last year.

Pros

Tracking tickets
Involve several employees in the processing.
Live Chat

Cons

Sometimes the performance is very slow
The answers to problem solutions are often very slow

Likelihood to Recommend

Very suitable for live support and customer support where written documentation is important. When used in multiple languages, it is often difficult to assign the ready-made answers

Review on LiveAgent

Rating: 10 out of 10

November 20, 2023

Verified User

Strategist in Customer Service

Marketing & Advertising Company, 1-10 employees

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

LiveAgent helps me create a great support platform for my clients and allows my clients to learn more on the platform that they are using. It has an excellent interface that makes it simple to use and does not have a very steep learning curve to begin with. I appreciate this software a lot!

Pros

Easy to use
Affordable
Good support

Cons

More interface
Better UI

Likelihood to Recommend

If you have to have training modules where an external client will want to find helpful info, LiveAgent helps as it allows an online public portal to allow external clients from viewing any possible training modules. That will help them be more efficient in using our product and at the same time share it with their company as well.

Effective client support tool to manage multiple businesses in one single dashboard

Rating: 10 out of 10

December 23, 2022

Pradeep Kariyawasam

Digital Marketing Specialist

IIT Campus (Higher Education, 51-200 employees)

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

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.

Pros

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

Cons

Adding more integration options
Introduce own chatbot
Adding more themes to select

Likelihood to Recommend

One of my favorite features of LiveAgent is the ability to handle multiple channels or multiple business of communication, including email, live chat, and social media one single dashboard. This allows me to provide excellent customer service no matter how our customers prefer to reach out via online and phone. Also It can easily integrate with other leading MarTech tools to improve the communication between customers and us.

Liveagent had so many more uses than we expected!

Rating: 10 out of 10

August 25, 2021

Sara Owen

Technical Support

Believe Websites (Design, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

Custom forms
Live chat
Ticket system

Cons

Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.

Likelihood to Recommend

Very impressed with LiveAgent and will stay with this service long-term. I recommend it to anyone who needs ticket support, live chat, or custom forms all in one place.

Great product I'm using on multiple domains

Rating: 10 out of 10

August 10, 2021

Simon Pitt

Managing Director

Believe Websites Ltd (Design, 1-10 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

Custom Forms
Livechat Support

Cons

Keep livechat on my website as showing online without having to log in each time

Likelihood to Recommend

I wanted custom forms for my checkout page so customers can begin the experience, after doing research this is why I ended up choosing LiveAgent. I also wanted to use one account across multiple domains and not have to pay per domain, I was able to do this with LiveAgent and made my decision based on that. No regrets.

Switching to Live Agent improved our Customer Experience

Rating: 9 out of 10

December 15, 2020

Maddie Porter

Customer Experience Director

Flights From Home (Leisure, Travel & Tourism, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

We switched to LiveAgent from a competing help desk and we are so pleased with the switch. We use it primarily for B2C purposes.

Pros

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.

Cons

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.

Likelihood to Recommend

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.

Customer service and help desk

Rating: 10 out of 10

July 15, 2021

Lucy Zhao

Manager

Novapro (Information Technology & Services, 11-50 employees)

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

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.

Pros

Organized messages.
Simple to use.
Easy to integrate.

Cons

WhatsApp integration.
connecting to SMPTP.

Likelihood to Recommend

I would highly recommend it as we are pretty happy with the services provided by LiveAgent. Our customer service department finds it a boon.

Great Ticketing System!

Rating: 9 out of 10

February 08, 2021

Chris Benschoter

Middle School Computer Teacher

Cherry Hills Christian School (Education Management, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

User friendly.
Easily configurable.
Superb support.

Cons

Have not come across any yet.

Likelihood to Recommend

In the initial setup, LiveAgent support was easy to contact and answered our configuration questions in a very timely manner. Our end users are happy with the how easy it is to use the system and the work flow to get their trouble ticket entered in the system. Overall LiveAgent meets my school's needs.

LiveAgent's Helpfulness for Bus2alps

Rating: 10 out of 10

April 10, 2020

Shelby Wischan

Internal Operations Manager; Customer Service Manager

Bus2alps (Recreational Facilities & Services, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

Bus2alps uses LiveAgent for both customer service support and to generate sales. It addresses the initial problem that was found within our company of a breakdown in communication between sales and customer service. Now that both departments are using one platform, there is better oversight and better support; considering the interconnectedness of sales and customer service, we are thrilled with the results thus far.

Pros

Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Cons

Bearing in mind I have limited exposure to it, the calling features and capabilities within LiveAgent appear to have room for development.
The sound functionality of incoming chats can be a bit bothersome because the system considers a user clicking to a new page within the website as a "message." Therefore, any time a guest is clicking through our website while also chatting, the noise notification sounds.

Likelihood to Recommend

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.

First experience with helpdesk

Rating: 9 out of 10

April 01, 2020

Nathalia Jojot

Country Manager

MeVuelo.com (Leisure, Travel & Tourism, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Federico Valverde Cabrera

Use Cases and Deployment Scope

LiveAgent is used by all MeVuelo teams that participate in the sales process, from the beginning of the communication processes to the end of the administration team.

Thanks to this tool we can accompany the client in all their purchase stages and we can give them a personalized and quality service.

Pros

Ticket system
Ip phone line configuration
Social network connection
Chat online
Tagging
Customization

Cons

Whatsapp integration

Likelihood to Recommend

I have been working in the tourism and hospitality industry for more than 15 years and the challenge was always in the coordination between the Sales and Operations teams, where each one had their objectives and managed their own tools, all very complicated to apply and learn. This generated inefficiencies and bad spirits when working.

When I joined the MeVuelo team leading the sales and operations in Paraguay, they trained me in the use of this tool, which I learned to use very quickly and I really believe that if we had it in previous organizations, we would have achieved much more gratifying objectives.

Today we have the teams coordinated, working under defined processes and the focus is on customer service, which is excellent thanks to this software.

The organization of tasks and communication channels provided by LiveAgent's ticketing system is something that I have never experienced in other companies in the industry. Today I work with the peace of mind that the information will be there and we can give our clients the attention and support they need, when they need it.

Best of all, I don't need to depend on my laptop because I have the ticket and call applications on my cell phone.

B2B Travel Agency

Rating: 9 out of 10

April 01, 2020

Co - Founder & CCO

MeVuelo (Leisure, Travel & Tourism, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

At MeVuelo, we use LiveAgent to centralize all communications with our clients, both B2B and B2C, in all the channels we have: point of sale, call center, social networks, online chat, email, etc. We also organize the work of our teams and centralize all the information from the sales process. Our biggest challenge was the operation in several countries, but with LiveAgent we were able to solve it.

Pros

Ip Lines connection
Chat online
API connection
Customization

Cons

Tagging agents in private notes (without assigning the ticket)
Whatsapp connection

Likelihood to Recommend

For us, LiveAgent is a key tool in our operations. We have been able to solve both internal and external problems, improving all communication channels. As a travel agency, it is important to have control of the information at all stages of our client and with the level of customization of LiveAgent we have managed to configure the software to suit each of them.

Amazing Product that Would be an Asset to any Company

Rating: 10 out of 10

June 18, 2020

Alissa Burch

Director of Operations

Exito Travel (Leisure, Travel & Tourism, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

For any virtually-based company, LiveAgent is an essential tool. It is easy to prioritize tasks and keep messages and responses organized. It's also a very helpful tool for companies that have multiple departments that participate in customer service. As a manager, it provides an easy way to monitor my teams' progress.

Delivers everything our company needs!

Rating: 9 out of 10

May 14, 2020

Brian Kelly

Founder

Reach Your Peak Summit (Broadcast Media, 1-10 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

We currently use LiveAgent to capture support requests via the chat bubble on our various websites. It has proven to increase engagement from our website visitors, and it gives us a vehicle to show them that there are real people working behind the scenes ... not just another "bot" or AI representative.

Pros

Alerts us of new "tickets" even when offline.
Real-time viewing of customer's typed words.
Storage/tracking of past tickets.

Cons

Regarding the "Invitations" feature - Would like it if it required a Name and Email address just like it does for the chat bubble.
The UI for the real-time chat could be a bit more intuitive, but once used to it, it serves the purpose.

Likelihood to Recommend

Support ticket tracking.
Support ticket statusing.
Ability to assign issues to specific members of the team.
Real-Time engagement with customers and/or website visitors.

Very Happy with LiveAgent

Rating: 9 out of 10

May 06, 2020

Scott Downs

CIO (Chief Information Officer)

Haynes Furniture (Retail, 501-1000 employees)

Vetted Review

Verified User

4 years of experience

Use Cases and Deployment Scope

We use LiveAgent to provide information and support to our customer from our web sites. We can also use the information gained from these interactions to make better buying decisions. It also allows our customers to reach out to us 24/7.

Pros

Gives online customers real time access to our agents.
It is flexible in how it can be set up and used.
Gives us great dashboards for monitoring the environment.

Cons

Would like some type of agent scheduling to automatically log agents off at the end of their shift.

Likelihood to Recommend

Great for a multi-channel retail business.

Just what we needed

Rating: 8 out of 10

August 28, 2020

Caleb Stokes

Warehouse Operations

TF Fulfillment (Logistics & Supply Chain, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

Tagging
Reporting
Ticket managmnet

Cons

Did not work with our initial 800 provider
Merging tickets can be tricky sometimes

Likelihood to Recommend

For what we are using it for, Customer service and warranty call center, it is doing just what we need. If you need to have different dept added that is possible as well. Seems well rounded, easy to use, not too many frills.

Great Customer Support

Rating: 9 out of 10

August 14, 2020

Liam Tansy

Customer Support

TF Fullfilment (Sporting Goods, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

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

Cons

Sometimes it is not very intuitive editing tickets
You can get lost in the messages
Too many buttons and features on one screen sometimes

Likelihood to Recommend

Anytime a customer calls into us or emails in, we immediately see it and it is allocated.

LiveAgent review

Rating: 8 out of 10

August 14, 2020

rachel york

CSR

TF Fulfillment (Warehousing, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

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.

Pros

Assigning a ticket to each email to be able to track
Tagging emails for certain issues

Cons

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

Likelihood to Recommend

All calls come in to a generic number causing them to be logged in the same ticket. At times it is hard to sort out the different calls off of this ticket versus every call being labeled as its own ticket. Also pulling reports and notes with associated tags at times is hard to accomplish.

Excellent service providing everything we need in customer support

Rating: 10 out of 10

April 13, 2020

Alexandra Fitošová

Key Account Manager

Diagnose.me (Health, Wellness and Fitness, 1-10 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

We use LiveAgent for our customer support. As there are only two people managing customer support, this is a great help desk solution, as it provides everything we need in one platform. We use it to manage live chat, tickets, social media channels and to receive and make outbound calls. LiveAgent's functionality and automation options make the daily work so much easier and faster.

Pros

It is really simple and effective and a perfect all-in-one solution.
Their customer support is always willing to go the extra mile to meet our requests.
Transferring tickets or chats.
Adding notes and labels to previous chats and tickets.

Cons

Occasional lagging.
It is a bit robust, but it's because all the features, so not a big deal.

Likelihood to Recommend

LiveAgent is the perfect solution for small and medium-sized businesses.

Great Multi-Channel Customer Service Solution

Rating: 10 out of 10

April 10, 2020

Jon Fauver

CMO (Chief Marketing Officer)

Bus2alps AG (Leisure, Travel & Tourism, 51-200 employees)

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

LiveAgent has been a great customer service tool to manage inquires from multiple channels on one platform. It has been especially useful in encouraging collaboration and/or transfer of tickets between agents or departments. Initial roll out was a bit cumbersome, but the support we received from the team was great. Internal adoption and training with more agents as we grew was easy.

Pros

Customer service ticketing.
LiveChat.
Multi-channel integration.
Reporting & monitoring.
Forms.

Cons

Integration with more social channels.

Likelihood to Recommend

Well suited to customer service applications, LiveChat and forms. The platform easily grew with us as we expanded our team and the flexible pricing made it easy to start small and scale. Great for initial lead gen, but does not work as or replace a good CRM, however we easily solved this using Zapier integration to our existing CRM. Customer support has been excellent.

For smaller membership customer service

Rating: 9 out of 10

April 10, 2020

John Crumpton

Technical Director

Doublesided (Design, 1-10 employees)

Vetted Review

Verified User

Use Cases and Deployment Scope

We manage the customer services for a medical membership organisation using a shared email inbox.

We needed to track the response to support questions by different agents (such as notes) and create a knowledge base for members to get answers to their questions.

Pros

Assigning a ticket reference to queries.
Reminding me to follow up.
Reply to social media.

Cons

A high resolution theme for 4K.
Make the reply icon bigger and add the word "Reply."
UX/UI update for 2020 - the website looks great, but the app feels a touch dated.

Likelihood to Recommend

As a timesaver:
1) I can reply to queries from chat, email, Twitter, Facebook and Instagram all in one place.
2) Canned responses to frequently asked questions.

Accountability
1) See how long agents are spending resolving queries.
2) Merge issues from the same customer.

Marketing
1) Export people who respond to queries.
2) CRM within the system with customer details.

LiveAgent - Great Product

Rating: 9 out of 10

April 09, 2020

Paula Piza

Sales & Customer Success Operations Specialist

CASAFARI (Information Technology & Services, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

LiveAgent is a great product. It has helped us to:

Provide a better service to customers and potential clients with a quick and reliable support and information.
Identify common issues and fix any technical issue our clients might experience and also to keep a record of it.
Collect information to make smart intelligent decisions to satisfy our customers, improve our products and services, and attain corporate goals.
Evaluate employees with reports and analytics provided.
Identify opportunities for businesses.

Pros

Design.
Organisation.
Implementation.

Cons

Likelihood to Recommend

LiveAgent is perfect for a customer success team.

Easy to use!

Rating: 10 out of 10

April 08, 2020

Guleysha Hasanova

Customer Service Specialist

Discovercars (Consumer Services, 51-200 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

All of my team members in Customer Service use Live Agent to communicate with our clients via inbound and outgoing calls, emails and chats. Currently we have two departments using it vastly - Customer Service and Customer Satisfaction. It helps us to manage our day-to-day business in contact with our customers and partners.

Pros

Excellent quality of calls.
Opportunity to have a huge amount of canned replies.
Statistical review of our daily and monthly workflow.

Cons

To improve designs of themes.

Likelihood to Recommend

I have been a LiveAgent user for more than a year and I find this platform very flexible to communicate with customers though calls, emails and chats. All means of communication are generated in one place. Easy to use and it has friendly customer support!

LiveAgent Review

Rating: 10 out of 10

April 08, 2020

Helder Goncalves

Customer Support

Discover Cars (Translation & Localization, 51-200 employees)

Vetted Review

Verified User

2 years of experience

Use Cases and Deployment Scope

It is being used mainly by the customer support and customer satisfaction departments. With LiveAgent we can chat, email and be on the phone with the client. We can also save our contacts and record the tickets to use in the future if needed.

Pros

They provide performance statistics that are good to understand our efficiency and development as a customer support.
We can chat, email and be on the phone. We can assist 2 or 3 clients at the same time with no problem.
On the emails we mark as answer, LiveAgent will remind us if we don't get any reply from customer.

Cons

Some statistics don't give concrete and right info. For example, it happened to me to spend 20 mins on the phone with only one client and in the end of the day, the statistics said that I was on the phone only 10 minutes.

Likelihood to Recommend

LiveAgent is practical and gives the user the ability to perform different tasks at the same time.

LiveAgent for B2B Travel Agency

Rating: 10 out of 10

April 02, 2020

Juan Manuel Rodriguez

Assistant of Business Operations

MeVuelo (Leisure, Travel & Tourism, 11-50 employees)

Vetted Review

Verified User

1 year of experience

Use Cases and Deployment Scope

At MeVuelo, LiveAgent is used across the whole organization. Is the main communication channel we have, and it is very functional for us. We centralize all the information so anyone in the organization has easy and fast access.

With the ticketing system that LiveAgent provides you can easily change and find all the information that you need. Also you can get in touch with your colleagues about a specific ticket, which makes everything faster. This helps to give our clients the attention and support they need, in a more personalized and efficient way.

Pros

Communication
Organized Information
Intuitive
Easy to Use

Cons

Social Media
Chats and Calls
Documents

Likelihood to Recommend

For many years I have been working in the tourism and hospitality industry. First working in hotels and now with MeVuelo, a travel agency. I believe that the communication between the different work departments in essential in order to carry out tasks efficiently and effectively; this applies for any kind of company. In my previous experience, this was one of the main issues which lead to many difficulties or making mistakes.

Once I joined the MeVuelo team I was been trained to use LiveAgent. With the ticketing system that LiveAgent provides you, you can easily change and find all the information that you need. This helps to give our clients the attention and support they need, in a more personalized and efficient way.

Last but not least, it is very important than you can have your LiveAgent app in your cell phone, which takes into account the times we living in.