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December 15, 2020
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.
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
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
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
January 04, 2021
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!
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.
November 12, 2020
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.
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
April 10, 2020
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.
- 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.
- 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.
April 01, 2020
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.
- Ticket system
- Ip phone line configuration
- Social network connection
- Chat online
- Tagging
- Customization
- Whatsapp integration
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.
- Ip Lines connection
- Chat online
- API connection
- Customization
- Tagging agents in private notes (without assigning the ticket)
- Whatsapp connection
June 18, 2020
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.
May 14, 2020
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.
- Alerts us of new "tickets" even when offline.
- Real-time viewing of customer's typed words.
- Storage/tracking of past tickets.
- 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.
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.
- 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.
- Would like some type of agent scheduling to automatically log agents off at the end of their shift.
April 13, 2020
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.
- 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.
- Occasional lagging.
- It is a bit robust, but it's because all the features, so not a big deal.
April 10, 2020
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.
- Customer service ticketing.
- Multi-channel integration.
- Reporting & monitoring.
- Forms.
- Integration with more social channels.
April 10, 2020
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.
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.
- Assigning a ticket reference to queries.
- Reminding me to follow up.
- Reply to social media.
- 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.
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.
- Design.
- Organisation.
- Implementation.
- N/A
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.
- Excellent quality of calls.
- Opportunity to have a huge amount of canned replies.
- Statistical review of our daily and monthly workflow.
- To improve designs of themes.
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.
- 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.
- 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.
April 02, 2020
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.
- Communication
- Organized Information
- Intuitive
- Easy to Use
- Social Media
- Chats and Calls
- Documents
April 01, 2020
LiveAgent is being used primarily by the Support Team, though companywide, and it addresses our specific issue of ensuring that our customers get timely and accurate responses to the issues they face when using our software. As the Support Team also involves our Software Development team on various issues, it is a tool that touches various teams in the company, such as Sales and Accounting (Billing).
- Unification of all channels of support requests coming in into ONE place.
- Intuitive ticket hierarchy system to follow the stages of a ticket.
- Automation to ensure that tasks are taken care of automatically.
- Live support for our Support Team, should they need help with LiveAgent.
- A prettier user-interface.
March 31, 2020
We are an Omnichannel Travel Agency: we serve our clients at points of sale, telephone and chat, website, social networks, etc. Each interaction in one of those channels generates or updates a ticket in LiveAgent, which is attended by the corresponding department according to the stage in which it is: communication, sales, operations, administration, post sale or traveling. With this tool we have managed to decrease response times, increase our operational capacity and our sales. Best of all, the costs are considerably lower than those of other companies that provide helpdesk or CRM solutions; for companies that are starting and are small, this is a determining factor. Another key point was the rapid implementation of the software, that it's cloud based and has apps for iOS and Android. The adaptation of our agents (of various ages) to their use was fast; the UI and UX are very good.
- Easy connection of SIP Trunk phone lines.
- LiveChat included.
- Available in Spanish!
- Very customizable.
- Cloud based.
- Apps available for iOS and Android.
- Excellent support.
- Great integrations.
- Some little bugs (fixed now).
- Not integrated with WhatsApp yet.
March 23, 2020
LiveAgent is intuitive, easy to set up, and fits my needs perfectly. I particularly like the ability to create response templates, which saves me tons of time. I used to sometimes miss communications, but LiveAgent has made my whole support system watertight.
- Support templates.
- Support request ticket alerts.
- Mobile app works well.
- Support strings are kept easy to follow.
- Possibly a bit more customization on the support portal look and feel would be nice.
We use Live Agent primarily in our marketing function to manage chat conversation on our website. As a niche supplier of high end of building extensions, this gives us a vital opportunity to start qualifying prospects at the earliest stage. We can loosely discuss requirements and budget ranges to allow our sales team to follow up these opportunities with better customer insights.
- Great features.
- Easy to customize and make brand consistent.
- Chat widget has zero impact on our site loading speed.
- Team working functionality.
- It has so many features we are probably not using all of them as well as we could - room for improvement at our end!
- Free initial trial period could be longer for testing.
- Google Maps integration needs improving.
LiveAgent Scorecard Summary
Feature Scorecard Summary
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 175+ help desk features, and 40+ 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 Screenshots
LiveAgent Video
LiveAgent Helpdesk & Live chat | www.ladesk.com
LiveAgent Downloadables
LiveAgent Integrations
WordPress, PrestaShop, Joomla!, Mailchimp, AWeber, GetResponse, 2Checkout, Braintree, OpenCart, 3dcart, Shopify, BigCommerce, Volusion, CoreCommerce, X-Cart, Drupal, Weebly, Wix, GoDaddy, Squarespace, ExpressionEngine, Highrise, ProjectManager.com, Zapier, Magento Commerce Cloud (formerly Magento), Adobe Business Catalyst (Discontinued), CS-Cart, Actinic, Fortune, Nicereply, Facebook, Twitter
LiveAgent Competitors
LiveAgent Pricing
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
| On-premise Edition | Pricing Details | Terms |
|---|---|---|
| Downloadable licence | 11,950 | 20 agents |
| SaaS Edition | Pricing Details | Terms |
|---|---|---|
| Ticket | $9 | per agent |
| Ticket+Chat | $29 | per agent |
| All-inclusive | $39 | per agent |
LiveAgent Customer Size Distribution
| Consumers | 20% | |
| Small Businesses (1-50 employees) | 65% | |
| Mid-Size Companies (51-500 employees) | 10% | |
| Enterprises (> 500 employees) | 5% |
LiveAgent Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| Forum/Community | ||
| FAQ/Knowledgebase | ||
| Social Media | ||
| Video Tutorials / Webinar |
LiveAgent Technical Details
| Deployment Types: | On-premise, SaaS |
|---|---|
| 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 |