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LiveAgent

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. It offers customer segmentation, automation, built-in CRM, and…

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Recent Reviews

TrustRadius Insights

LiveAgent is a versatile customer service support platform that has been widely adopted by companies across various industries. Customers …
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Review on LiveAgent

10 out of 10
November 20, 2023
LiveAgent helps me create a great support platform for my clients and allows my clients to learn more on the platform that they are using. …
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LiveAgent's The Best!

10 out of 10
November 04, 2022
Incentivized
We use LiveAgent to assist our customers via chat, email, and phone call. We utilize the knowledge base so all of our employees have …
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LiveAgent Review - 25/7 in the air!

10 out of 10
January 19, 2021
LiveAgent is being used across the whole organization. We receive and reply to e-mails, live chats and phone calls. Everything you need is …
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LiveAgent is a great software!

10 out of 10
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 …
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Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket response (59)
    8.6
    86%
  • Ticket creation and submission (58)
    8.5
    85%
  • Organize and prioritize service tickets (56)
    8.0
    80%
  • Email support (54)
    7.7
    77%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

2 Years Later: How LiveAgent Expanded Support Capabilities for a Digital Marketing Consultant
02:29
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Pricing

View all pricing

Free

$0

Cloud
per month

Small

$9

Cloud
per month per seat

Medium

$29

Cloud
per month per seat

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.liveagent.com/pricing/#trad…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $9 per month
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Product Demos

Viber Integration Demo | LiveAgent

YouTube

Rocket Chat LiveChat - Salesforce LiveAgent User Typing Indicator Demo

YouTube

Facebook Integration Demo: How It Works

YouTube

Knowledge Base / Customer Portal Demo | LiveAgent

YouTube

LiveAgent: Ticketing Software Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9.7
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.3
Avg 7.7
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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. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha, Huawei and Oxford University.

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

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable

LiveAgent Videos

LiveAgent Helpdesk & Live chat Product Tour | www.liveagent.com
LiveAgent 2021 | Better Customer Service Starts Today

LiveAgent Competitors

LiveAgent Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating Systemsonline app
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, 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

Frequently Asked Questions

LiveAgent starts at $9.

Zendesk Suite, Freshdesk, and Kayako are common alternatives for LiveAgent.

Reviewers rate Internal knowledge base highest, with a score of 9.7.

The most common users of LiveAgent are from Small Businesses (1-50 employees).

LiveAgent Customer Size Distribution

Consumers20%
Small Businesses (1-50 employees)65%
Mid-Size Companies (51-500 employees)10%
Enterprises (more than 500 employees)5%
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Comparisons

View all alternatives
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Reviews and Ratings

(143)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

LiveAgent is a versatile customer service support platform that has been widely adopted by companies across various industries. Customers such as Bus2alps, MeVuelo, and a medical membership organization have reported positive experiences using LiveAgent to enhance their communication processes and centralize all client interactions. MeVuelo, for example, relies on LiveAgent to manage sales processes and provide personalized service to clients across multiple channels like point of sale, call center, social networks, online chat, and email.

Additionally, LiveAgent proves to be a valuable tool for customer support departments in efficiently resolving client issues through its ticket system and live chat features. The software's ability to track responses to support questions and create a knowledge base has proven essential for a medical membership organization in addressing daily customer service tasks. Users appreciate the ease of use of the LiveAgent interface and find the mobile app particularly useful for providing instant replies on the go.

Across different departments, LiveAgent serves as the core customer service platform for handling inquiries from end-users. It helps teams work together seamlessly by distributing client inquiries to the appropriate departments. Users find it beneficial for managing chat conversations on websites, improving customer engagement, and ensuring top-quality support. Moreover, LiveAgent's affordability compared to alternatives like ZenDesk makes it a viable option for companies of any size looking to achieve customer satisfaction and happiness.

LiveAgent's ticketing system is favored among users due to its simplicity and organization capabilities. It enables companies to allocate customers to specific agents for better support while efficiently managing a large number of emails, chats, and messages across the organization. Custom tags and easy-to-generate reports are highly valued features that assist in obtaining the required information promptly.

In summary, LiveAgent proves to be an effective solution for various use cases including customer service support, communication management across multiple channels, sales process management, efficient resolution of client issues via ticket system and live chat, end-user inquiry distribution among departments, and the creation of knowledge bases. Users appreciate its user-friendly interface, affordability, and capability to centralize communication channels while improving team cooperation and overall effectiveness.

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.

Lack of Note/ToDo List Sharing: Some users have found it limiting that they are unable to share notes and todo lists between agents, which hampers collaboration and productivity. This limitation has been mentioned by a few reviewers, impacting their ability to efficiently work together on tasks.

Limited Reports and Customization Options: Users expressed a desire for better reports and more customization options within the software. They feel that the current offerings do not meet their specific needs, hindering their ability to generate insightful reports and tailor the software to their unique requirements.

No Chat with Multiple Agents and Ticket Merging: Several users have highlighted the need for chat functionality that allows them to communicate with multiple online agents simultaneously. Additionally, the inability to merge tickets has been cited as an inconvenience by some users. These limitations make it challenging for teams to collaborate effectively during customer interactions.

Users recommend LiveAgent for various reasons. They find it to be a great tool for managing all work, particularly in customer service handling. Many users also appreciate that it serves as an all-in-one solution for businesses, improving efficiency and saving time. LiveAgent is highly regarded for providing fast and efficient customer service, with its ticketing system being praised for its speed and ease of use.

In addition, LiveAgent offers comprehensive reporting metrics, making it an excellent choice for automation and tracking performance. It is considered a complete support solution that helps businesses stay on top of large amounts of online communications. For growing companies and startups, LiveAgent is seen as a cost-saving option.

Users find LiveAgent easy to deploy and use, making it a popular choice as a complete support solution. The continuous updates and new features offered by LiveAgent are also appreciated by users, who suggest comparing it to other major companies in terms of features and price. Some users even consider LiveAgent to be the best solution available.

LiveAgent provides great value with its feature-rich product at a competitive price point. Users speak highly of the support services it offers, along with its pricing options. Additionally, they recommend trying the free trial before making an investment decision.

LiveAgent is praised for its clean interface and amazing support services. Users find it beneficial for increasing interaction with consumers and believe it is worth the investment for any company looking to improve customer engagement.

Users who are not completely satisfied with their current solution suggest evaluating LiveAgent as an alternative. They also express the need for better integrations with platforms such as Infusionsoft and Magento.

For those seeking a web-based chat service that integrates seamlessly into their website, LiveAgent is recommended. Users suggest considering access and security on the knowledge base when using LiveAgent.

LiveAgent's ability to efficiently manage a high volume of emails while keeping track of returns is highly valued by users. It is considered the go-to option for comprehensive client support and service.

Users advise against wasting time on trials of other software and instead recommend investing in LiveAgent, as it has the potential to increase sales and repeat business. They appreciate LiveAgent's compliance with EU legislative changes, providing peace of mind for businesses in regulated industries.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Hammad Bin Idrees | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Well Suited.

When it comes to interacting with your customers and responding to their queries which you get from different channels, i.e. Chat, Social Media, Phone Calls, Emails, etc, then you don't need to log in using different channels but rather just use a single platform which is LA. It's a complete one window solution for Customer Support. You can respond to your customer queries regardless of the communication medium. This can help you to improve your customer support department and their SLA's.
Incident and problem management (6)
93.33333333333334%
9.3
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
60%
6.0
External knowledge base
60%
6.0
Internal knowledge base
60%
6.0
Multi-Channel Help (5)
84%
8.4
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
60%
6.0
Email support
100%
10.0
Help Desk CRM integration
60%
6.0
  • LA offers you 24/7 Technical Support. If you face technical difficulties while using LA, rather than approaching your Local IT department, you can contact LA Live Chat Support for a quick resolution. That means you are not paying for the LA platform only but you are also getting Technical Support at the same price.
The reporting and dashboard features which LA was providing was outstanding.
No
  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
It gives you all communication medium in a single platform, it has limitations too such as they dont provide inbound/outbound dialing directly. You may need to use 3rd party SIP services for dialing which is costly.
We are using LA Desk
  • Ticketing
  • Live Chat
  • Ticketing Rules
  • Inbound Dialing
  • Outbound Dialing
Yes
Good
I have been using Live Agent since more than year. I have tested other help desk systems too before implementing LA. I found LA better system as compare to other help desk system.
March 28, 2017

Great platform!

Šarūnė Šaulytė | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • Easy-to-use
  • Social media integration
  • Friendly user interface
  • Sometimes it's a bit laggy
LiveAgent is very well suited for managing live chats and a ticket system on one platform. The integration of social media is an amazing bonus that helps manage all of our client questions and solve problems in one place without the need for using multiple platforms on multiple tabs.
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
90%
9.0
Expert directory
100%
10.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
80%
8.0
Customer portal
100%
10.0
IVR
N/A
N/A
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Only positive, our clients get quick answers to any of their problems
  • Custom
LiveAgent was the best solution for not having double tickets. Another problem solved by LiveAgent is the possibility to have a ticket system as well as live chat support all in one place. The social media integration helps us communicate with any of our clients quickly and with no delays. Definitely recommended for anyone who wants to manage their business successfully.
90
They represent customer support via live chat as well as help clients over the ticket system. It is also useful for the marketing team as they can get better insights about our company clients as a lot of extra information about the client is displayed next to the window of the conversation.
15
As it is easy to use and navigate, the interface is friendly; you do not need a lot of skills in order to use LiveAgent. The only skill that you really need is great communication and the needed technical knowledge in order to properly assist any of the customer's needs.
  • live chat
  • ticket support
  • social media management
  • integrate social media
  • phone support, maybe
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
The single most important factor in our decision was the ability to have live chat as well as a ticket system in one place which is essential for any business that provides multiple types of support. The ability to integrate social media channels came as a really great bonus. Very recommended.
I was not the one who was selecting.
  • Don't know
Because it gives me everything I need.
My question was answered quickly and directly.
  • live chat
  • tickets
Very good and reliable
Luis McDonnell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We initially deployed LiveAgent for the customer service department only, however after a couple of months we decided to use it for "whole company support duties". That means that not only the support team but the development, marketing, and executive teams log in regularly and reply to customer queries. We have about 15+ company email addresses connected to LiveAgent and they're divided across 10 departments including pre-sale (lead nurturing), technical, second level technical, development, marketing, VIP partners, and C-level executives.
  • Customer Service is second to none. The team behind LiveAgent is in my top 3.
  • Pricing structure - reasonably priced with no hidden glitches.
  • Easy deployment and easy-to-match organizational structure.
  • HTML/CSS customizable chat and contact widgets.
  • The fact that the live chat is built in. And not just live chat but the pro active invitations, visitor tracking (how much time the visitor spent on the website + what website is he browsing).
  • Spanish translation has grammar and spelling errors.
  • Some of the functionality is "too hidden". It would be better to have it better organized.
  • Occassional bugs - these are usually resolved quickly so it's not such a big problem.
Email ticketing is great - you can connect as many email addresses as you wish through pre-made integrations, forwarding or POP3/IMAP. Live chat is literally set up in minutes - we just added a short html snippet to the footer of our website and boom - there we went chatting with our website visitors. We've found that they prefer chatting over emails so far.
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
100%
10.0
Customer portal
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Better customer service - this was a no brainer - initially after we deployed LiveAgent, the level of customer satisfaction went up by double digits. We were able to cut the average response time down to 4 hours.
  • The live chat part enables us to easily instant-convert website visitors by answering simple decision-making questions right away.
  • Our support team is now more effective thanks to agent collision detection feature which restricts 2 agents working on the same ticket at the same time
LiveAgent has impressed us the most out of all solutions that we've tested out. The features and plans seemed crafted to our needs so the decision was to go with LiveAgent. I can now honestly say that it was a good decision. We've recommended LiveAgent to many of our business partners and clients and will continue to do so.
15
CEO, Marketing, IT, Support
15
A pair of hands and the knowledge of a language :) Really, the system is super easy to use and literally no training is needed. I believe LiveAgent has tons of video and text tutorials on their sites so for those who want to know more, there is that. We haven't had any troubles regarding training to use LA.
  • Answering pre-sale product related questions.
  • Answering post-sale & technical queries.
  • Business partnerships and VIP sales.
  • Connect our Facebook page and reply to Facebook messages and comments in LiveAgent.
  • Monitoring our brand (and our competitors) through the Twitter integration.
  • The ability to connect phone numbers through Twilio, which we haven't yet utilized.
  • Add voice support - connect Twilio and answer calls from LA.
  • Add more email addresses.
  • Setup feedback widgets.
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Yes
We switched from Freshdesk mainly because it lacked some of the core features that we needed (they might have them now). Also the system was buggy and the worst part was the customer service. What takes 1-2 days to solve in LiveAgent, took 1-2 months in Freshdesk. We're happy with our decision to switch.
  • Price
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
It was probably the first feeling from interactions between our team and LiveAgent's customer service. Also, the pricing plans fit us perfectly.
I will probably look into more third party reviews, however, the experience has been great and I'm confident that we've made the right decision.
  • Vendor implemented
  • Implemented in-house
No
  • We've had a bug on our website which blocked the deployment. The LiveAgent team solved this thing promptly even though the issue wasn't directly related to the LiveAgent license.
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
We're blown away by the level of support that LiveAgent provides. After all, they're in the help desk software market. If I have a question, in 90% of cases I can find the answer in their extensive knowledge base and in the rest 10% I can simply start a live chat conversation on their website and get instant help within minutes.
Yes
Yes, I've reported a bug regarding wrong resizing of a configuration window. It wasn't critical but I felt obligated to report it. I believe they resolved the issue within a month or two. There's some other bugs I've reported which are still not resolved but both are more suggestions than bugs so it's ok.
When we first subscribed for LiveAgent and wanted to deploy the live chat on our website, there was a bug on our end which was blocking the deployment. LiveAgent's support team went the extra mile and even though the problem was on my end and not with their license; they fixed my website to make the live chat work. I would've had to pay some website developer to do it and these guys fixed it for free. This is kind of service which is very rare in B2B.
  • Connecting email accounts
  • Setting up a knowledge base
  • Customizing contact forms/ live chat widgets
  • Uploading custom translations
  • Setting up SLAs
  • Ticket merging
Yes
The application is primarly built for full web browsers but LiveAgent provides both Android and iOS apps. I have only tried the iOS one which is good on the go, however I couldn't imagine working 8 hours a day, 5 days a week on the mobile app. It would be counterproductive.
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Miguel Harari | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I'm very satisfied with the LiveAgent help desk app. Our company relies on regular customers, so positive feedback and happy customers are very important for us. LiveAgent's software fulfills all our needs and expectations. We haven't noticed any negative aspects of the product. LiveAgent works quickly, responsibly; the system always divides messages/tickets correctly to agents and it's easy for agents to work with software. I think this product is really profitable for any company; it doesn't matter if the company is smaller or big. We're mainly using live chat (65%) and email communication (35%). We're proud that we are able to provide answers to all our customers' questions in less than 1hour and 26 minutes. If a company cares about their customer's satisfaction and happiness, then they should use this software for sure.
  • Many features
  • Great live chat with multiple options
  • Price
  • Ticketing with automatic rules
  • Chat invitations
  • Would love more integrations with other apps
  • User interface - having more themes to choose from would be nice
All e-commerce sites and online stores should be using LiveAgent, it really helps to increase customer satisfaction and sales.
Incident and problem management (6)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Better customer service
  • Increased customer satisfaction
  • More conversions while chatting with website visitors in real time
Slack, Stripe
  • Emailing
  • Live Chat
  • Some custom rules
Yes, but I don't use it
I didn't have any problems using LiveAgent.
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