Super Reliable Customer Service Software
Our customer support was a mess before LiveAgent came along. We were juggling too many things - emails, phone calls, social media - and it …
Starting at $9 per month
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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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Popular Features
- Ticket response (59)8.585%
- Ticket creation and submission (58)8.585%
- Organize and prioritize service tickets (56)8.080%
- Email support (54)7.777%
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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
Product Demos
Viber Integration Demo | LiveAgent
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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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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
LiveAgent Videos
LiveAgent Helpdesk & Live chat Product Tour | www.liveagent.com
LiveAgent 2021 | Better Customer Service Starts Today
LiveAgent Integrations
- WordPress
- PrestaShop
- Joomla!
- Mailchimp
- AWeber
- GetResponse
- 2Checkout
- Braintree, a PayPal service
- OpenCart
- Shift4Shop
- Shopify
- BigCommerce
- Volusion
- CoreCommerce
- X-Cart
- Drupal
- Square Online
- Wix
- GoDaddy
- Squarespace
- ExpressionEngine
- Highrise CRM (discontinued)
- ProjectManager.com
- Zapier
- Adobe Business Catalyst (Discontinued)
- Nicereply
- Slack
- Post Affiliate Pro
- CloudTalk
- Clockify
- Trello
- HubSpot CRM
- WooCommerce
- monday.com
- CS-Cart Multi-Vendor
- 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 starts at $9.
Reviewers rate Internal knowledge base highest, with a score of 9.8.
The most common users of LiveAgent are from Small Businesses (1-50 employees).
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% |
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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!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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
(101-117 of 117)Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
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!
Score 10 out of 10
Vetted Review
Verified User
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!
Score 10 out of 10
Vetted Review
Verified User
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.
April 04, 2017
Live agent is really great and user friendly
Score 10 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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!
Score 10 out of 10
Vetted Review
Verified User
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 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.
March 28, 2017
LiveAgent - What we needed
Score 9 out of 10
Vetted Review
Verified User
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!
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.
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!
Score 10 out of 10
Vetted Review
Verified User
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.
August 11, 2016
LiveAgent one of the better Help Desk packages
Score 9 out of 10
Vetted Review
Verified User
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
Score 10 out of 10
Vetted Review
Verified User
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
June 22, 2016
Excellent customer support platform
Score 10 out of 10
Vetted Review
Verified User
We have used LiveAgent for more than one year and we are very satisfied. The cost/benefits are excellent. All support messages sent by e-mail, website forms and Facebook are sent to the LiveAgent platform and then will answered by my team. With this process I can be sure that my company will not lose any message received and can manage the quality of our help desk.
- Excellent cost/benefits for a small business: Compared to other platforms LiveAgent has numerous great features with a better price.
- Easy interface for team agents' use.
- They have integration with Facebook, every message sent to my company's Fan Page becomes a ticket on the platform so my team can answer quickly in the same platform they use every day.
- Self-Service setup made the process to evaluate and start using the platform fast.
- Could have integration with more social networks than just Facebook and Twitter
Score 10 out of 10
Vetted Review
Verified User
We're using LiveAgent across the whole company. Mainly our support agents use it to answer the visitors' and customers' questions regarding our software apps.
- Easy integration with website and email
- Fetching emails quickly
- Well organized ticktet flow
- All help desk features in one app
- LiveAgent's support is willing to help anytime
- Missing a few integrations with other apps
- No Salesforce integration/weak CRM integrations
- New design templates would be nice
January 21, 2016
Save your time choosing help desk software, go with LiveAgent.
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.
January 21, 2016
LiveAgent is really profitable for any company: doesn't matter if the company is smaller or big
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