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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2 Years Later: How LiveAgent Expanded Support Capabilities for a Digital Marketing Consultant
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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
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Facebook Integration Demo: How It Works
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Knowledge Base / Customer Portal Demo | LiveAgent
YouTube
LiveAgent: Ticketing Software Demo
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- Competitors
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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
(76-100 of 117)Companies can't remove reviews or game the system. Here's why
March 19, 2020
Works great and resolves issues
I love how it brings everything into one area so you can easily manage and support your customer requests from one dashboard. It really helps simplify your work load and allows you to ensure you take care of each customer before you mark their support request as resolved. It helps avoid future issues.
- One dashboard to use.
- Manage requests simply.
- Help customers resolve concerns.
- Not a fan of the UI.
- UI could be improved.
- A little cluttered.
March 19, 2020
Great live chat, affordable, and time-saving
Score 9 out of 10
Vetted Review
Verified User
We use LiveAgent mostly for the live chat features, but we're starting to use more of the features that we're currently using other services to provide, such as the knowledge-base and the social media monitoring. Once rolled out, the switch will bring many of our everyday uses into a single platform.
- Quick and easy set-up.
- Great live chat features.
- We love the real-time visitors monitor.
- Some of the more advanced features can be tricky to set-up, but their support is great helping complete advanced set-up.
- The back-end aesthetics could use a little "modernization".
March 19, 2020
Fast and full of function!
Score 10 out of 10
Vetted Review
Verified User
We use Live Agent primarily in our marketing function to manage chat conversation on our website. As a niche supplier of high end of building extensions, this gives us a vital opportunity to start qualifying prospects at the earliest stage. We can loosely discuss requirements and budget ranges to allow our sales team to follow up these opportunities with better customer insights.
- Great features.
- Easy to customize and make brand consistent.
- Chat widget has zero impact on our site loading speed.
- Team working functionality.
- It has so many features we are probably not using all of them as well as we could - room for improvement at our end!
- Free initial trial period could be longer for testing.
- Google Maps integration needs improving.
March 18, 2020
LiveAgent stacks up against ZenDesk for SMB businesses
Score 9 out of 10
Vetted Review
Verified User
We used Zendesk for several years before we used LiveAgent, and Zendesk offers tons of options, which we appreciate. When you are launching a small business, you worry and dream of having tons of support request; many to buy your goods/services and/or something has gone wrong and you must provide support as quickly as possible to negate negative reviews... the truth, rarely will you need the tons of features and functions of large advance systems that cost a lot of money and as a small business most advance options don't apply. After having used ZD for years and being grandfathered in an old plan, we simply couldn't justify the cost as our website was easy to purchase from and our support request was few and far between.
Upon looking for an alternative to Zendesk, LiveAgent was more affordable, offered live chat, integrated with our e-commerce system, offers an Android/iOS app (as a small business, having the app allows for instant replies while on the go.), merge, transfers, etc. for a better price. Now, we all know that it's not always about price and while Zendesk is a huge company, we haven't had any major issues with LiveAgent and the extra money goes toward employee coffee or donuts, to keep them happy.
The minor issues, notifications to the app aren't 100%, support stated that they are working on a complete rebuild of the app for more functions and dependable notifications. Selecting a Support and Chat system is important but as a small business saving month fees of external service is vitally important.
My professional experience is that you won't be disappointed in LiveAgent when compared to Zendesk. Side Note: I checked the pricing of Zendesk as of March 8th, 2020 and they want $49/Agent PLUS additional fees for Chat, extra fees for this and that and API limits and more nickel and diming than I'm interested in! I understand that they are enterprise-focused now but as a small business, you don't need all of that for support, save your hard money for Sales, Market and to keep your employees happy!!
Upon looking for an alternative to Zendesk, LiveAgent was more affordable, offered live chat, integrated with our e-commerce system, offers an Android/iOS app (as a small business, having the app allows for instant replies while on the go.), merge, transfers, etc. for a better price. Now, we all know that it's not always about price and while Zendesk is a huge company, we haven't had any major issues with LiveAgent and the extra money goes toward employee coffee or donuts, to keep them happy.
The minor issues, notifications to the app aren't 100%, support stated that they are working on a complete rebuild of the app for more functions and dependable notifications. Selecting a Support and Chat system is important but as a small business saving month fees of external service is vitally important.
My professional experience is that you won't be disappointed in LiveAgent when compared to Zendesk. Side Note: I checked the pricing of Zendesk as of March 8th, 2020 and they want $49/Agent PLUS additional fees for Chat, extra fees for this and that and API limits and more nickel and diming than I'm interested in! I understand that they are enterprise-focused now but as a small business, you don't need all of that for support, save your hard money for Sales, Market and to keep your employees happy!!
- Support Ticketing System
- Live Chat on ecommerce website
- Customer Support from LiveAgent
- On phone, app notifications need to be real-time
March 18, 2020
Highly recommended tool for best customer service
Score 9 out of 10
Vetted Review
Verified User
At Meetanshi, we have been using LiveAgent for two years now. It is our primary tool to manage the ticket system and live chat customer service.
LiveAgent is also used to offer the helpdesk to our customers to find the answers related to Magento extensions' queries and issues promptly.
LiveAgent is also used to offer the helpdesk to our customers to find the answers related to Magento extensions' queries and issues promptly.
- The ticket management system.
- The live chat management system.
- The UI/UX design.
- The requirement of an extension that allows same account within the helpdesk and the live chat.
March 18, 2020
LiveAgent is amazing and highly recommended
LiveAgent is being used throughout my entire business to manage inbound emails, support incidents, managed by all departments. We use all of the channels that include live chat, ticketing, calling, Facebook and Twitter management. It addresses email management and allows us to easily respond to our clients and make notes on tickets as we are working them. It's an amazing piece of software!
- Ticketing.
- Managing emails.
- Feature-rich.
- Live chat.
- Providing technical support.
March 15, 2020
The guardian angel of customer support tickets
Score 10 out of 10
Vetted Review
Verified User
We use LiveAgent to manage our users' feedback and customer support. It allows us to have a single communication and management channel for the requests we receive.
- Ticket system.
- Reply templates.
- Multi-channel integration.
- Roles management.
- Graphics can be improved.
- Maybe an SDK to integrate in a mobile app.
March 15, 2020
The live chat and support tool that kicks butt!
Score 10 out of 10
Vetted Review
Verified User
Live Agent Is really a key part of our companies success. Before this tool, you had to leave us a web message and we lost out., Then we bought an annual subscription and it was money well spent. Now we are available 24/7 and the platform is easy and robust my team loves logging in and using it.
- Live chat.
- Ticketing.
- Knowledge base.
- Email follow-up.
- Reminders.
- Geo locations.
- More phone integration.
- More CRM integration.
- Internal chat feature upgrade.
March 10, 2020
Giving new life to your support desk
We operate a group of websites and LiveAgent helps us to sync all emails at once in one inbox, helps us trace the issues, and helps us interact with our users. The social features and inbox help us to be attentive to our users. The chat feature helps us to attend our website queries in a better way to turn prospects into leads. The best part is now we can track and identify our users better and address needs in more informed way.
- Ability to channel all email IDs from various support areas in one system and then automatically assign them based on set rules
- Ability to connect all social profiles to ensure we are always hearing feedback from our users
- Integration with various tools like Mailchimp, etc. Integration with Zapier helps us to automate our systems
- Knowledge Base and LiveChat help us to address common questions and ensure that our users are always attended to even if no real agent is available
- The support from the LiveAgent team is like icing on the cake, the team is super responsive and always available
- Lack of support in Indian languages, specifically Hindi
- Lack of WhatsApp business integration, but the team has assured it will come soon
March 05, 2020
Exactly what I was looking for
I was looking for a good customer relations tracking software (support tickets - that sort of thing) and came across LiveAgent during my research, so gave it a go. So glad I did. It has everything I need, plus a whole bunch of extras I am growing into as my business expands.
- Simple to set up (insert Javascript on site - job done).
- Integrates with my business email, so everything is in one place.
- Online chat widget as well as contact us interactive buttons.
- LiveAgent is massively functional, which I love, although some graphics might help (but at the cost of screen real estate I suspect).
February 26, 2020
LiveAgent brings CS Alive!
Score 9 out of 10
Vetted Review
Verified User
It's used by our Global CS team to support our online Casino partners (and their players) across the USA and Europe.
- Multi Channel
- Easy setup
- Reporting is clunky
- GUI is outdated
As we sell software to more people, we find more and more users are having questions or needing support and quickly. Realized the contact form on our websites, and using email was not an efficient way to receive reports and questions, track them, follow up, and resolve or answer our users who needed support. We tried a number of systems and found LiveAgent to be the best support solution at the best price point. We use it daily to answer questions and ensure customers are happy and that potential customers have any questions answered so they can move forward with purchasing.
- Easy-to-use support ticket system
- Powerful knowledgebase features
- Dated backend interface - A little clunky
- Kind of tricky to design the front-end to look sleek & modern
February 14, 2020
Very full-featured platform with a lacking interface
We're using LiveAgent to manage user support tickets via chat, multiple email addresses and when they call it (and we have to log in manually). It's our central place for general user issues, changes, request management. It serves as our centralized client-facing support center.
- Email ticketing.
- Integration with email providers and ability to read/send emails.
- The interface is horribly outdated.
- Several basic UX features for agents are sorely missing.
February 14, 2020
LiveAgent is the solution that we were looking for, that we didn't even know that we needed!
Score 10 out of 10
Vetted Review
Verified User
We orginally chose LiveAgent to help us consolidate all of our Social Networks. After using it for a while and with the help of the amazing support, we implemented it across our entire organization. With so many opportunities to interact with customers it is difficult to respond quickly to their concerns, LiveAgent solves this issue by bringing all customer communications to one platform.
- Sip integration
- Email ticket handling
- More social media channels (coming soon)
- More integrations with CRMs
February 12, 2020
Excellent and Scalable Help Desk Software!
We use LiveAgent to manage customer support requests from our clients. It has helped us manage requests and issues, define urgency, manage priority and other times. We also use it to triage support items to the best available support staff and include helpful information for our staff.
- Auto-manage key ticket statuses (new, opened, unanswered).
- Quickly and visually distinguish which tickets need attention.
- The ability to reply to individual messages - currently you have to "forward".
- Provide error messages within a ticket if the message did not go out.
February 12, 2020
LiveAgent gets the job done quickly, consistently and reliably
I use LiveAgent to support users on several e-learning sites we built, host and administer. LiveAgent provides an efficient centralized platform to quickly and easily respond to customer needs and track our interactions. At the moment we only use the email support function but I see great potential for future expansions of our touch points.
- Centralizes our customer support conversations.
- Provides consistent and easy response processes.
- There is a bit of a learning curve but not unexpected given the flexibility.
February 11, 2020
Seamless support through all of your channels
We use LiveAgent as our main support channel primarily through the chat widget on our website, our support email address and via an integration with our FB page. With the upcoming Instagram integration we will have all of our main channels covered by LiveAgent which makes it really simple and easy to keep on top of our customer communications.
- It's incredibly powerful, flexible and configurable. There are so many channels which you can integrate - it's a 1-stop-shop for our customer service operation.
- Decent mobile app.
- The web interface is not one of the most intuitive user interfaces I have used.
- Something that bugs me a little - when I log in on the mobile app, I get logged out of the desktop site (and vice versa). I would prefer if each user could have 1 mobile and 1 desktop login concurrently.
January 22, 2020
It took us a while, but now we're sold!
Score 10 out of 10
Vetted Review
Verified User
It took us a while to fully implement LiveAgent across our organization. At first, it seemed too complex for us, but once we got familiar with it, we will not go without it. It addresses all the areas of support where we were lacking and performs gracefully. Before the subtle code snippets from LiveAgent, we were trying to answer support questions via phone, email and external chat solutions, but now that we have LiveAgent installed, it has all become so much easier. I am glad we stayed with it.
- Great chat functionality.
- Super FAQ interface.
- A better on boarding process would have helped us implement this solution earlier.
- There is so much to this product that we are still not using. More help is needed to maximize its usefulness.
January 14, 2020
Good all-in-one customer support solution
Score 8 out of 10
Vetted Review
Verified User
We are using LiveAgent in our customer support department, as it solves problems with many different services (phone support, email support, and chat support) and combines statistics from different areas.
- Ticketing system.
- Statistics of agents.
- UX for agents.
- Instagram integration is lacking.
April 16, 2019
LiveAgent. A complete Omni channel for customer support.
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.
November 26, 2018
LiveAgent takes your ticketing and support to a whole new level!
LiveAgent is being used in 4 ways. 1. It is being used as a knowledge base to field any questions that would otherwise come in on a regular basis. 2. It's being used for the live chat/email widget function on the site, that most sites have these days. 3. It's being used for the ticketing system. 4. It's being used for the support form that I embed on my page that connects directly with LiveAgent.
- The chat widget is completely customizable. It looks beautiful.
- This is an all in one chat/ticketing system, and it does that extremely well, it's all streamlined.
- It allows for complete white labeling and customization of the knowledge base, chat, and emails that get sent to customers/clients.
- The backend UI is pretty outdated. Even with their newer theme, it's still very much 2008-feeling
- To add to that, there are many customer-facing chat widgets and forms that look so outdated. They really need to beef this up. While it's true that the chat widget can look beautiful, it takes a lot of work to get it that way.
- It's got a fair bit of a learning curve if you're not as tech-savvy. And for those of us who are, it's still got a learning curve.
We use LiveAgent across multiple companies we manage. We partner with individuals in each of these organizations. LiveAgent allows us to access all emails (here at the main office) while assigning access to individuals based on the company we work with them on.
- Through the API, we can pull in account information such as billing, membership status, account notes and so much more.
- Receiving and making calls is a newer future of LiveAgent. We have transitioned to making calls through LiveAgent and it is incredible to view phone calls and emails in one thread (not to mention, text messages and admin notes).
- The chat service works well and it generates a lot of great feedback from our customers at the end of the chat session. 90%+ of those chatting with us will leave a comment about their experience and that lets management know how customer support is doing.
- The support / feedback features allow users to submit enhancement requests and vote up which are most important to them. It also allows us to have a dialogue with the user as we review and implement the feature. The conversation can be made publicly available for others when searching our knowledge base (also integrated through LiveAgent).
- Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
- When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
- The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
June 29, 2017
Incredible Customer Management Software
LiveAgent is used as a tool to manage customer service performance in our company. Every engagement with our customers, whether it is through online chat on our website or on social media such as Facebook and Twitter is recorded and measured to ensure customer satisfaction. In addition, it allows the admin to give authorization and monitor users (staff) in real time and they can choose to assist their staff anytime online.
- Online Chat: It provides an effective tool to quickly respond to any inquiry that your customer might have upon visiting your website and therefore, makes it easier to convert their visits into sales.
- Social Media integration: Not just online chat on website, LiveAgent is able to integrate with most of the popular social media sites (Facebook/Twitter) making replying to customers easier than ever.
- Email Integration: You can reply to your customers and all of the earlier conversations with the customers through email are connected to avoid a hard time looking for what you have discussed with your customers through email.
- While answering Facebook messages is super easy, answering to Facebook comments is harder and more time-consuming since LiveAgent does not allow you to see the content of the Facebook post that the customers are commenting on.
- Email Signature: you might lose your company signature when replying to a customer email through LiveAgent. This is important if you want to keep your brand image strong when communicating with customers.
- Social Media Content: It would be nice if you were allowed to post content on social media sites through LiveAgent so you do not have to switch between platforms. Therefore, staff performance can be improved.
May 02, 2017
Great product for a great price!
We utilize liveagent on our main website and as a contact us solution for clients with questions about our products or services. We have it up and running daily. Our company is small, so this is a great tool for providing us another method of allowing someone to contact us. We currently have one person monitoring it at a time.
- Very easy to use! Love the dashboard and format.
- Easy to implement and get started on.
- Price is great!
- Honestly, I have no complaints right now.
April 28, 2017
Great quality product!
Score 10 out of 10
Vetted Review
Verified User
We are currently utilising LiveAgent as a ticketing system for B2B support, in a 24 / 7 / 365 customer support environment.
- Very reliable
- GUI makes things easy on the eye
- Filtering enables multiple customised views, catering for all needs
- Possibility for a desktop application perhaps?