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Filter 48 vetted LiveAgent reviews and ratings
Reviews (1-25 of 30)
February 14, 2020
Very full-featured platform with a lacking interface
We're using LiveAgent to manage user support tickets via chat, multiple email addresses and when they call it (and we have to log in manually). It's our central place for general user issues, changes, request management. It serves as our centralized client-facing support center.
- Email ticketing.
- Integration with email providers and ability to read/send emails.
- The interface is horribly outdated.
- Several basic UX features for agents are sorely missing.
February 11, 2020
Excellent and Scalable Help Desk Software!
We use LiveAgent to manage customer support requests from our clients. It has helped us manage requests and issues, define urgency, manage priority and other times. We also use it to triage support items to the best available support staff and include helpful information for our staff.
- Auto-manage key ticket statuses (new, opened, unanswered).
- Quickly and visually distinguish which tickets need attention.
- The ability to reply to individual messages - currently you have to "forward".
- Provide error messages within a ticket if the message did not go out.
February 11, 2020
LiveAgent gets the job done quickly, consistently and reliably
I use LiveAgent to support users on several e-learning sites we built, host and administer. LiveAgent provides an efficient centralized platform to quickly and easily respond to customer needs and track our interactions. At the moment we only use the email support function but I see great potential for future expansions of our touch points.
- Centralizes our customer support conversations.
- Provides consistent and easy response processes.
- There is a bit of a learning curve but not unexpected given the flexibility.
January 22, 2020
It took us a while, but now we're sold!
It took us a while to fully implement LiveAgent across our organization. At first, it seemed too complex for us, but once we got familiar with it, we will not go without it. It addresses all the areas of support where we were lacking and performs gracefully. Before the subtle code snippets from LiveAgent, we were trying to answer support questions via phone, email and external chat solutions, but now that we have LiveAgent installed, it has all become so much easier. I am glad we stayed with it.
- Great chat functionality.
- Super FAQ interface.
- A better on boarding process would have helped us implement this solution earlier.
- There is so much to this product that we are still not using. More help is needed to maximize its usefulness.
February 14, 2020
LiveAgent is the solution that we were looking for, that we didn't even know that we needed!
We orginally chose LiveAgent to help us consolidate all of our Social Networks. After using it for a while and with the help of the amazing support, we implemented it across our entire organization. With so many opportunities to interact with customers it is difficult to respond quickly to their concerns, LiveAgent solves this issue by bringing all customer communications to one platform.
- Sip integration
- Email ticket handling
- More social media channels (coming soon)
- More integrations with CRMs
February 11, 2020
Seamless support through all of your channels
We use LiveAgent as our main support channel primarily through the chat widget on our website, our support email address and via an integration with our FB page. With the upcoming Instagram integration we will have all of our main channels covered by LiveAgent which makes it really simple and easy to keep on top of our customer communications.
- It's incredibly powerful, flexible and configurable. There are so many channels which you can integrate - it's a 1-stop-shop for our customer service operation.
- Decent mobile app.
- The web interface is not one of the most intuitive user interfaces I have used.
- Something that bugs me a little - when I log in on the mobile app, I get logged out of the desktop site (and vice versa). I would prefer if each user could have 1 mobile and 1 desktop login concurrently.
January 14, 2020
Good all-in-one customer support solution
We are using LiveAgent in our customer support department, as it solves problems with many different services (phone support, email support, and chat support) and combines statistics from different areas.
- Ticketing system.
- Statistics of agents.
- UX for agents.
- Instagram integration is lacking.
April 16, 2019
LiveAgent. A complete Omni channel for customer support.
What do you like best?
It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure LiveAgent and create the macros, which is helpful. Moreover, the report which is generated from LiveAgent is very detailed and help us to track down employees' progress and productivity.
What do you dislike?
There is nothing we don't like about LA, however, there is always a room for improvement.
What we are expecting from LA:
1. When a response is given to one of the tickets via a tag (e.g. #verified), the status should be automatically updated in the Magento through LiveAgent as well. Order status modification must be linked together in order to ensure more productivity in less time.
2. WhatsApp integration and its API would be an advantage.
3. SMS Integration should also be covered in an LA feature.
What business problems are you solving with the product? What benefits have you realized?
LiveAgent provides the real-time statistics, access to customers as they browse, and the ability to log in from any web browser to ensure 24/7 availability.
- 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.
- LA doesn't provide you SMS integration.
- You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
- WhatsApp Integration also unavailable.
November 26, 2018
LiveAgent takes your ticketing and support to a whole new level!
LiveAgent is being used in 4 ways. 1. It is being used as a knowledge base to field any questions that would otherwise come in on a regular basis. 2. It's being used for the live chat/email widget function on the site, that most sites have these days. 3. It's being used for the ticketing system. 4. It's being used for the support form that I embed on my page that connects directly with LiveAgent.
- The chat widget is completely customizable. It looks beautiful.
- This is an all in one chat/ticketing system, and it does that extremely well, it's all streamlined.
- It allows for complete white labeling and customization of the knowledge base, chat, and emails that get sent to customers/clients.
- The backend UI is pretty outdated. Even with their newer theme, it's still very much 2008-feeling
- To add to that, there are many customer-facing chat widgets and forms that look so outdated. They really need to beef this up. While it's true that the chat widget can look beautiful, it takes a lot of work to get it that way.
- It's got a fair bit of a learning curve if you're not as tech-savvy. And for those of us who are, it's still got a learning curve.
We use LiveAgent across multiple companies we manage. We partner with individuals in each of these organizations. LiveAgent allows us to access all emails (here at the main office) while assigning access to individuals based on the company we work with them on.
- Through the API, we can pull in account information such as billing, membership status, account notes and so much more.
- Receiving and making calls is a newer future of LiveAgent. We have transitioned to making calls through LiveAgent and it is incredible to view phone calls and emails in one thread (not to mention, text messages and admin notes).
- The chat service works well and it generates a lot of great feedback from our customers at the end of the chat session. 90%+ of those chatting with us will leave a comment about their experience and that lets management know how customer support is doing.
- The support / feedback features allow users to submit enhancement requests and vote up which are most important to them. It also allows us to have a dialogue with the user as we review and implement the feature. The conversation can be made publicly available for others when searching our knowledge base (also integrated through 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.
June 29, 2017
Incredible Customer Management Software
LiveAgent is used as a tool to manage customer service performance in our company. Every engagement with our customers, whether it is through online chat on our website or on social media such as Facebook and Twitter is recorded and measured to ensure customer satisfaction. In addition, it allows the admin to give authorization and monitor users (staff) in real time and they can choose to assist their staff anytime online.
- Online Chat: It provides an effective tool to quickly respond to any inquiry that your customer might have upon visiting your website and therefore, makes it easier to convert their visits into sales.
- Social Media integration: Not just online chat on website, LiveAgent is able to integrate with most of the popular social media sites (Facebook/Twitter) making replying to customers easier than ever.
- Email Integration: You can reply to your customers and all of the earlier conversations with the customers through email are connected to avoid a hard time looking for what you have discussed with your customers through email.
- While answering Facebook messages is super easy, answering to Facebook comments is harder and more time-consuming since LiveAgent does not allow you to see the content of the Facebook post that the customers are commenting on.
- Email Signature: you might lose your company signature when replying to a customer email through LiveAgent. This is important if you want to keep your brand image strong when communicating with customers.
- Social Media Content: It would be nice if you were allowed to post content on social media sites through LiveAgent so you do not have to switch between platforms. Therefore, staff performance can be improved.
May 02, 2017
Great product for a great price!
We utilize liveagent on our main website and as a contact us solution for clients with questions about our products or services. We have it up and running daily. Our company is small, so this is a great tool for providing us another method of allowing someone to contact us. We currently have one person monitoring it at a time.
- Very easy to use! Love the dashboard and format.
- Easy to implement and get started on.
- Price is great!
- Honestly, I have no complaints right now.
We use LiveAgent for our customer support department. We use LiveAgent to manage live chat, ticketing and social media channels in one place. We have around 50 agents across the globe who use LiveAgent everyday. LiveAgent helps our customers to contact us easily and resolve their issues very quickly. LiveAgent stores information about every customer and removes a lot of guessing and needless questions when solving a problem.
- Gamification. Each agent levels up and receives funny badges and achievements. This makes the work fun.
- Detailed Search feature. You can search anything on LiveAgent using custom search rules and filters. This is very important when you are trying to find something among thousands of tickets.
- Detailed statistics. You can view almost anything about customers (chat load, conversation initiation pages, tag reports) and agents (working time, average answer count etc.)
- I'd like to see HTML support in chats as well. Sometimes I write very long and detailed messages in chat so it would be nice if chat window (on customer side) could be expandable.
- Sometimes it's hard to notice when the same ticket is already opened by an agent. The visual cue could be more striking to avoid duplicate reading.
- More Levels to reach :) Many of the team are already "Kings"
April 11, 2017
Best customer service software out there!
In our company over 100 staff members including me use LiveAgent every day. It is a great software with a lot of functionality, customization, automation options. These makes the daily work so much easier and faster. We answer to queries of our clients both via ticket and chat form. This software is amazing for serving customers and even more!
- It allows you to customize it a lot for your own needs. So each agent can create his own workspace for the best productivity!
- Automation features, for example, creating rules for tickets is amazing and lets you achieve almost anything. For example, you can set up a rule which sends particular information to your own script on the web, gather more info and return it or do some action with it in your own systems.
- More API calls are welcome
- Support quality of LiveAgent themselves could improve
April 05, 2017
Amazing software for efficient workers!
LiveAgent is being used by most of the people in our company. Mainly, it is used by our Support Specialists and as one of them, I can safely say that it's one of the best things to happen in our department. It solved many of our internal problems regarding the efficiency of our work.
- Canned responses and predefines. These two features are the top features that I use.
- "To Solve" feature which provides me a possibility to open a new ticket with a click of one button.
- Filters which collaborate with the "To Solve" feature.
- Occasional bugs when typing which force me to stop my work for a few moments.
- Sometimes it's difficult to find the needed specific information about my user's statistics.
Almost all the members of our company use LiveAgent. However, the Customer Support team is the one that uses it most. We use it in our daily work and it helps us to find out all the statistics of our agents. We know all the ongoing issue as we can use a tag system when an issue is reported by our clients. It helps to communicate when another agent is offline as you can easily transfer the ticket or closed chat to another agent. It also allows transferring a chat to another agent if your shift is ending.
- It allows an agent to customize his profile. You can set the sound you wish to your profile; you can set your profile picture and so on.
- Using LiveAgent you can monitor all the jobs which were done every day, every week, month or year. You can monitor not only your own work but compare it to others or analyze the whole team.
- Liveagent allows you to set a priority to the tickets and you can use one button to open them ticket by ticket. In this way the system itself will open a ticket for you which needs to be answered at the present moment.
- It helps customers to feel important as they can rate every answer of the agent, write their review about how they got assisted. It pushes the agents to do their job well.
- 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.
March 29, 2017
Be a customer support hero!
Our company uses LiveAgent across all of our departments worldwide. Since we've started using LiveAgent helpdesk a year ago, we now truly work as a team. All the client inquiries are now easily managed and distributed to appropriate departments. The API is great which lets us to connect LiveAgent to our own software to improve the efficiency even further. User Interface is great and intuitive, the mobile app is awesome. Of course, LiveAgent has a few flaws but they are so small and overall the software is well-designed, efficient and the workflow has never been so great!
- Social Integration
- Easy to use
- Great Customer Support
- Price
- Mobile app needs agent statistics
- Improving the search accuracy
- Adding VKontante to social integration list
March 28, 2017
LiveAgent - What we needed
LiveAgent for our company was a lifesaver. We can now do more in less time, we save our and our customers' time. The whole Liveagent system is easy to use. It has tabs in it, so you can answer tickets and do some chats at the same time. Also, you can manage agents that are working on this system, attach them to their departments and see how they handle tickets (review them). Customers can reward or rebuke agents, statistics are great. Overall, it was one of the best choices we made.
- Many features!
- Easy to use
- Speed
- Maybe it could be easier to implement it to other software.
- Still has some bugs, but they're being taken care of.
March 28, 2017
Great platform!
Mostly by support department in order to resolve any client issues via ticket system and live chats well as helps marketing team with social media related questions.
Using Live Agent helps each team manage time more efficiently on a daily basis, as social media, tickets as well as chats can be managed on one platform.
Using Live Agent helps each team manage time more efficiently on a daily basis, as social media, tickets as well as chats can be managed on one platform.
- Easy-to-use
- Social media integration
- Friendly user interface
- Sometimes it's a bit laggy
March 27, 2017
LiveAgent saves loads of time in our daily tasks!
LiveAgent is being used by our customer service department. It perfectly addresses our daily tasks (responding to customer questions/requests).
We have been actively using it for over a year now and we can surely say that this is [the] perfect help desk for customer service. It provides many features that other help desk software doesn't!
We have been actively using it for over a year now and we can surely say that this is [the] perfect help desk for customer service. It provides many features that other help desk software doesn't!
- Ticket Automation
- Telephone Calls
- Live Chat
- Agent performance tracking
- Customization (direct LiveAgent files edit) are gone after update
January 31, 2017
One of the best customer service system packages.
LiveAgent is one of the best customer support platforms that I have ever used for customer support purposes. I have actually dealt with a few other ones and I'd state that LiveAgent stands out with and easy to utilize interface, a lot of beneficial functions and a stunningly easy to use and user-friendly design. The system has all the essential functions in order to offer the full customer care options to our clients. What's more, it all is done in a smooth and beautiful as well as in a handy and convenient way. LiveAgent in the organization is used throughout the 4 different departments and it's the core customer service platform for end-user inquiries. From the first day of its implementation, I have never faced any issue while extensively using it in daily operations and in conjunction with other departments.
- Extensive Functionality - LiveAgent has basically EVERY single function whatever might be needed for the customer care department in order to deliver high-quality support services. Its extensive functionality helps us manage daily support inquiries without any complications.
- Social Media Integration - One of the most beneficial functions of LiveAgent is the social media integration. Before implementing this system, I personally had to go through our Facebook page (150K+ followers) and answer all technical related inquiries or questions. You can imagine the massive amount of each post/comment. With LiveAgents' smooth Facebook integration, each of the posts or comments are fetched as a ticket in the system, thus, it saves me tons of time to answer them in one place.
- Live Chat - Another useful feature which comes with the package is Live Chat, which was really easy to implement on our websites. Moreover, it is easy to use and monitor with the notifications for the agents, including all the statistics related to it.
- A clean and user-friendly interface is another benefit of this system. It is designed in a neat way [so as] not to miss any ticket.
- Extensive Reporting System - One of the best functions of LiveAgent is its ability to provide detailed reports basically about anything - agents, live chat, the performance of departments, etc. You can even see how much time a user spent viewing the ticket. This is utterly useful for improving the customer service level.
- Very responsive and supportive support team of LiveAgent. They are basically available through email as well as, what's more handy, through live chat. Professional and helpful guys.
- One of those few concerns I have about the system is its lazy scrolling through the tickets. In case you have more than 50 tickets, once you scroll down to go to the bottom of the tickets, it seems that the system is fetching those tickets from the database, thus, taking around a second or two (sometimes) to update the ticket list. The same thing will happen if you scroll up from the bottom at the same time. This would be good to get fixed and make it all listed as a normal list, thus, it would not take some time while scrolling through tickets.
- The price of the license to get the LiveAgent installed on our servers is really high. If it was a bit lower, I could suggest my company buy it, however, I assume it is unreasonably high and might be good to decrease the price.
April 04, 2017
Live agent is really great and user friendly
We have a customer support department which constantly uses LiveAgent to interact with the clients, help them with the technical issues they encounter. To address the issue, they can use either ticketing system or live chat, depending of the issue they have. LiveAgent is really great for that because it allows us to have both ticketing system and live chat in one place as well as some social networking.
- User friendly interface
- Live chat
- Social media integration
- Lots of customization possibilities
- More inteface themes would be nice. The rest is all good.
March 29, 2017
Trustworthy and outstanding
To simply put, Live Agent is awesome. It has great and effective features that allow you provide top quality support for users and customers. While it did take some time to learn all the features, but it was definitely worth it. Our team has never been more cooperative and effective. It also has a mobile app, which can be really handy sometimes, however, I think it should have a bit more features. Other than that, it's amazing!
- Departments allows you to create and group your incoming requests.
- SLAs let you effectively handle time handling processes.
- Automation allows you to be fast and efficient.
- More features for the mobile app.
- More themes/customization.
- Ticket merging feature.
August 11, 2016
LiveAgent one of the better Help Desk packages
We use liveAgent in many facets of the organisation. But mainly for customer ticketing and knowledge base. We switched from Freshdesk mainly because our customers didn't like the format of the ticket emails they received. For example, they had to actually log into the help desk to see what the actual ticket said. Whereas with LiveAgent they can review the whole thing there. The look and feel of the knowledge base is a significant improvement over the previous software too. Their support is top notch, but I have to say a few things let them down a little. The phone integration is via Twillio, whilst in reality being much more powerful is also much harder to configure. Their own knowledge base is a little sparse, so if you prefer a self help approach it isn't that simple. But all in all the product is great.
- Knowledge Base
- Ticketing
- Emailing
- Phone integration
- Better support of knowledge base (e.g. theirs)
- Easier to use back end, it is a little clunky
August 11, 2016
WiseRobot.com LiveAgent Review
We are using LiveAgent for both support and sales of our product via live chat and email. It is very effective at engaging our customers and providing timely support when needed and proving excellent for engaging in customers and generating sales leads. I am very happy with the choice of LiveAgent and the value for money is great compared to other solutions in the marketplace.
- Great for Live chat, good mobile app support also for this.
- Excellent for managing different groups of users like support or sales
- Reliable email fetching, absolutely no issues so far - no lost tickets
- Would be good to see the ability to have multiple inboxes instead of unified with filters as a choice/option
LiveAgent Scorecard Summary
Feature Scorecard Summary
About 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 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
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 |