Liveagent had so many more uses than we expected!
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 …
LiveAgent
Top Rated
LiveAgent
Overview
Reviews
Popular Features
View all 13 featuresTicket creation and submission (54)
9.7
97%
Ticket response (54)
9.6
96%
Organize and prioritize service tickets (52)
9.3
93%
Customer portal (49)
9.2
92%
Reviewer Pros & Cons
View all pros & consPricing
View all pricingTicket
$15
Cloud
per month
Ticket+Chat
$29
Cloud
per month
All-inclusive
$49
Cloud
per month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.liveagent.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $15 per month
Features Scorecard
Incident and problem management
9.1
91%
Self Help Community
9.1
91%
Multi-Channel Help
8.8
88%
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. 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 Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
LiveAgent Screenshots
LiveAgent Videos
LiveAgent Helpdesk & Live chat Product Tour | www.liveagent.com
LiveAgent 2021 | Better Customer Service Starts Today
LiveAgent Downloadables
LiveAgent Integrations
- WordPress
- PrestaShop
- Joomla!
- Mailchimp
- AWeber
- GetResponse
- 2Checkout
- Braintree, a PayPal service
- OpenCart
- Shift4Shop (formerly 3dcart)
- 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
- Magento Commerce Cloud (formerly Magento)
- CS-Cart
- Actinic
- Fortune
LiveAgent Competitors
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% |
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 |
Alternatives
View all alternatives
Frequently Asked Questions
How much does LiveAgent cost?
LiveAgent starts at $15.
What are LiveAgent's top competitors?
What is LiveAgent's best feature?
Reviewers rate Ticket creation and submission and Email support highest, with a score of 9.7.
Who uses LiveAgent?
The most common users of LiveAgent are from Small Businesses and the Information Technology & Services industry.
Reviews and Ratings
(134)
Ratings
Reviews
(1-25 of 134)- Popular Filters
Companies can't remove reviews or game the system. Here's why
August 25, 2021
Liveagent had so many more uses than we expected!
The ability to have our emails, live chat, ticket system, and social all in one place makes life so much easier for our business as we grow. The ticket system is my favorite feature as it is so easy to organize. It's good that we can customize the look of our custom pages and chat as well.
- Custom forms
- Live chat
- Ticket system
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
August 10, 2021
Great product I'm using on multiple domains
Really love the team at LiveAgent, great to talk to. I do wish you could stay logged in more easily with the live chat, or that is connected with a Facebook Messenger Page so I can communicate back through that and show online more, but custom forms have been great for my business requirements, along with ticket system.
- Custom Forms
- Livechat Support
- Keep livechat on my website as showing online without having to log in each time
January 25, 2022
Live Agent- First Class in the communication field.
We use LiveAgent for live chat and offline ticketing, This helps us be available to customers day and night and allows us to gather leads when offline, We have been using LiveAgent exclusively for a number of years and I'd recommend them to anyone, They have fantastic tech support which is available 24/7.
- Live Chat
- Offline Messages
- Tech Support
- Times users out/log out users
- number of visitors on site is often inaccurate
October 26, 2021
Time saving! Helps to organize your mailbox
LiveAgent is being used by the entire company. Before using this software we had a bad organization in our mailbox. It’s very useful that you can assign certain emails to different departments or even workers of the department. This allows us to save a lot of time because we don’t waste time anymore by searching emails or reading emails that doesn’t even conern your department.
- Organize the mailbox
- Mark the emails as urgent or less urgent
- Saves time because you don’t lose time reading emails that don’t concern your department.
- Have a video explaining all the different features
- Easier to implement
July 15, 2021
Customer service and help desk
LiveAgent is used by our customer service department within the company. It allocates customer to our reps so that they can speak in regards to the issues and concerns with them, providing a solution if any issues faced. We have LiveAgent dedicated for support and customer service team only as they find it best of purpose served.
- Organized messages.
- Simple to use.
- Easy to integrate.
- WhatsApp integration.
- connecting to SMPTP.
February 08, 2021
Great Ticketing System!
My school recently separated from the church that was hosting us, in the separation we needed a help-desk ticketing system, we eventually landed on LiveAgent and have not regretted the decision. LiveAgent is across the entire PreK - 8th Grade school for our help-desk ticketing system, it is intuitive and easy to use.
- User friendly.
- Easily configurable.
- Superb support.
- Have not come across any yet.
December 15, 2020
Switching to Live Agent improved our Customer Experience
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.
August 28, 2020
Just what we needed
Live Agent is just what we needed. Other companies had us using multiple programs to do the same thing that we do inside LiveAgent now. The simple billing structure was a plus as well, easy to calculate the cost per agent and no hidden surprises. We use LiveAgent for customer information, ticketing, issue tracking, and resolution. The custom tags, and easy to generate reports help us get the info we need anytime we need it. Was easy to set up and get running, quick integration and easy to add or remove agents as needed.
- Tagging
- Reporting
- Ticket managmnet
- Did not work with our initial 800 provider
- Merging tickets can be tricky sometimes
August 14, 2020
Great Customer Support
Our whole organization uses LiveAgent to speak with customers. It effectively allows us to allocate customers to specific agents that will then speak with them and figure out what needs to be done. It addresses the problem of making the connection between customers who have issues and us customer support agents who can help them.
- Lets you see who is working on what
- Keeps all of your messages in order
- Lets us add tags to each conversation for quick recognition
- Sometimes it is not very intuitive editing tickets
- You can get lost in the messages
- Too many buttons and features on one screen sometimes
August 14, 2020
LiveAgent review
We use LiveAgent to log our interactions with customers whether it be chat, email, phone calls to be able to complete their requests for their parts.
- Assigning a ticket to each email to be able to track
- Tagging emails for certain issues
- All calls are tagged to a generic number causing them all to be tagged under the same ticket number
- Being able to pull reports of all the note associated with a certain tag
January 19, 2021
LiveAgent Review - 25/7 in the air!
LiveAgent is being used across the whole organization. We receive and reply to e-mails, live chats and phone calls. Everything you need is in one place, under one contact person or user. You can add as many e-mail addresses as you want. You can also add as many departments and users as you want.
- 24/7 available
- integration goes fast
- you can always book a zoom call and things will be showed to you
- WhatsApp integration
- Instagram integration
- LinkedIn integration
January 04, 2021
LiveAgent is a great software!
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!
August 12, 2020
Get LiveAgent! Trust me
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: great for business
LiveAgent is used for communicating with our customers, therefore, it is used in our Support department and Customer Satisfaction department. Our business department also uses LiveAgent to communicate with our partners.
- Clear structure between all forms of communications (calls, chats, emails).
- Can be adjustable to personal needs.
- Helpful and fast support. They are very open to suggestions. Every time we suggest something, they will take it into account.
- Chat could be translated automatically to other languages.
August 13, 2020
Works for what we need
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
LiveAgent's Helpfulness for Bus2alps
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
First experience with helpdesk
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
April 01, 2020
B2B Travel Agency
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
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
Delivers everything our company needs!
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.
May 06, 2020
Very Happy with LiveAgent
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.
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
Great Multi-Channel Customer Service Solution
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
For smaller membership customer service
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.
April 09, 2020
LiveAgent - Great Product
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