LiveAgent

Score8.9 out of 10

147 Reviews and Ratings

Community insights

TrustRadius Insights for LiveAgent are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Powerful and Flexible Platform: Users have consistently praised LiveAgent for being a powerful and flexible platform that can be easily customized to meet their specific needs. Many users have stated that they appreciate the platform's adjustability and its ability to cater to their personal requirements.

Integration of Multiple Channels: A significant number of users have highlighted the convenience of integrating multiple channels, such as calls, chats, and emails, into one platform. This feature has been particularly beneficial for global customer service operations, allowing users to effectively manage communication from various sources in a centralized location.

Clear Structure and Organization: Users have consistently liked the clear structure and organization of different forms of communication within LiveAgent. They find it convenient to have all email IDs from various support areas channeled into one system and automatically assigned based on set rules. The tag system and ability to use predefined answers make it easier for users to manage customer inquiries efficiently.

Reviews

117 Reviews

Super Reliable Customer Service Software

Rating: 8 out of 10

February 12, 2024

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.

Frank Sellingsloh

CEO in Marketing at FU International Academy Tenerife (11-50 employees)

Vetted Review

5 years of experience

nice software that could still have improvements

Rating: 8 out of 10

Incentivized

November 28, 2023

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

Gerhard Latzelsberger

Country Manager in Customer Service at Keys.Express (11-50 employees)

Vetted Review

3 years of experience

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

Rating: 10 out of 10

December 23, 2022

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.

Pradeep Kariyawasam

Digital Marketing Specialist in Marketing at IIT Campus (51-200 employees)

Vetted Review

2 years of experience

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LiveAgent's The Best!

Rating: 10 out of 10

Incentivized

November 4, 2022

Use Cases and Deployment Scope

We use LiveAgent to assist our customers via chat, email, and phone call. We utilize the knowledge base so all of our employees have access to trouble shooting in the same window as the chats. The metrics that are measured make it a lot easier to review employees performance efficiently.

Pros

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

Likelihood to Recommend

LiveAgent is well suited to integrate with your company in a way that makes it easy for customers to contact your support team. It is also extremely easy for your support team to navigate the platform while assisting customers.

Verified User

Manager in Customer Service (11-50 employees)

Vetted Review

1 year of experience

LiveAgent fills the gaps that previous programs did not.

Rating: 7 out of 10

Incentivized

March 15, 2022

Use Cases and Deployment Scope

We use LiveAgent to assist customers both for sales interactions and traditional customer service. Our company also assists customers over the phone and email so chat is another way that we can help our base.

Pros

Allows for quick responses.
Allows us to complete sales.
Easy for our agents to use.

Cons

Could have more features as to automatic responses.
Translation features could be better.
The cost.

Likelihood to Recommend

LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.

Verified User

Manager in Corporate (501-1000 employees)

Vetted Review

1 year of experience

Great Ticketing Software Package at an Affordable Price

Rating: 10 out of 10

February 25, 2022

Use Cases and Deployment Scope

We were evaluating whether to use LiveAgent as our ticketing software. It has all the features and functionalities that we were looking for in helpdesk software, plus also great customer support.

Pros

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

Cons

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.

Likelihood to Recommend

It's great if you are looking for an all-in-one helpdesk software solution that has lots of functionalities and is easy to implement and to use.

Verified User

Program Manager in Sales (51-200 employees)

Vetted Review

Live Agent- First Class in the communication field.

Rating: 10 out of 10

January 25, 2022

Use Cases and Deployment Scope

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.

Pros

Live Chat
Offline Messages
Tech Support

Cons

Times users out/log out users
number of visitors on site is often inaccurate

Likelihood to Recommend

I'd recommend LiveAgent to any company, It's easy to set up and create, I enjoy that it's fully customizable and can use company logo/colors to make it more aesthetically pleasing, The chat function is super easy to use as both customer and agent. I enjoy being able to track the customer journey and identify any areas that need improving

Verified User

Manager in Customer Service (1001-5000 employees)

Vetted Review

3 years of experience

Time saving! Helps to organize your mailbox

Rating: 9 out of 10

October 26, 2021

Use Cases and Deployment Scope

Pros

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.

Cons

Have a video explaining all the different features
Easier to implement

Likelihood to Recommend

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 don’t even concern your department. It’s less appropriate if you are working alone in your department. But if you are a group working with the same email address you can assign emails to different workers.

Verified User

Director in Marketing (1-10 employees)

Vetted Review

1 year of experience

Liveagent had so many more uses than we expected!

Rating: 10 out of 10

August 25, 2021

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.

Sara Owen

Technical Support in Information Technology at Believe Websites (11-50 employees)

Vetted Review

1 year of experience

Great product I'm using on multiple domains

Rating: 10 out of 10

August 10, 2021

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.

Simon Pitt

Managing Director in Information Technology at Believe Websites Ltd (1-10 employees)

Vetted Review

1 year of experience

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Video reviews

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Super Reliable Customer Service Software

Rating: 8 out of 10

February 12, 2024

Use Cases and Deployment Scope

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

Frank Sellingsloh

CEO in Marketing at FU International Academy Tenerife (11-50 employees)

Vetted Review

5 years of experience