LiveAgent
Overview
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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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
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1 video
Pricing
View all pricingTicket
$15
Ticket+Chat
$29
All-inclusive
$49
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $15 per month
Product Demos
Features
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 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 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
Attribute Ratings
Reviews
(1-25 of 115)- Popular Filters
Effective client support tool to manage multiple businesses in one single dashboard
- 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
LiveAgent's The Best!
- 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
LiveAgent fills the gaps that previous programs did not.
- 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.
Great Ticketing Software Package at an Affordable Price
- 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.
Live Agent- First Class in the communication field.
- Live Chat
- Offline Messages
- Tech Support
- Times users out/log out users
- number of visitors on site is often inaccurate
Time saving! Helps to organize your mailbox
- 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
Liveagent had so many more uses than we expected!
- Custom forms
- Live chat
- Ticket system
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
Great product I'm using on multiple domains
- Custom Forms
- Livechat Support
- Keep livechat on my website as showing online without having to log in each time
Customer service and help desk
- Organized messages.
- Simple to use.
- Easy to integrate.
- WhatsApp integration.
- connecting to SMPTP.
Great Ticketing System!
- User friendly.
- Easily configurable.
- Superb support.
- Have not come across any yet.
LiveAgent Review - 25/7 in the air!
- 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
LiveAgent is a great software!
- Great software
- Easy to handle and integrate
- Multiple brand feature
- Live chat + help desk in same solution
- Social features
- Connecting SMTP!
Switching to Live Agent improved our Customer Experience
- 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.
LiveAgent: great for business
- 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.
Just what we needed
- Tagging
- Reporting
- Ticket managmnet
- Did not work with our initial 800 provider
- Merging tickets can be tricky sometimes
Great Customer Support
- 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
LiveAgent review
- 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
Works for what we need
- Shared email with ability to assign tickets
- Everything is shared
- Compartmentalized Design
- Calls don't always work
- Ticket creation from phone calls is tricky
Get LiveAgent! Trust me
- Integration.
- Options for support.
- Department options.
- Ease of use.
- More templates for forms.
- 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.
- 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.
- 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.
Excellent
- 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.
- Managing tickets.
- Reporting.
- Automation.
- Nothing to say.
Fabulous & Extremely Awesome All-in-One Multichannel, Multibrand Help Desk with Call Center & Live Chat
- Omnichannel support.
- Multi brand.
- Call center with web to web voice & video.
- Their UI.
- Limitations with plugin support for single brand only.