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…
TrustRadius Insights
nice software that could still have improvements
Review on LiveAgent
Effective client support tool to manage multiple businesses in one single dashboard
LiveAgent's The Best!
LiveAgent fills the gaps that previous programs did not.
Great Ticketing Software Package at an Affordable Price
Live Agent- First Class in the communication field.
Time saving! Helps to organize your mailbox
Liveagent had so many more uses than we expected!
Great product I'm using on multiple domains
Customer service and help desk
Great Ticketing System!
LiveAgent Review - 25/7 in the air!
LiveAgent is a great software!
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
- 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%
Reviewer Pros & Cons
Video Reviews
1 video
Pricing
Free
$0
Small
$9
Medium
$29
Entry-level set up fee?
- No setup fee
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
Rocket Chat LiveChat - Salesforce LiveAgent User Typing Indicator Demo
Facebook Integration Demo: How It Works
Knowledge Base / Customer Portal Demo | LiveAgent
LiveAgent: Ticketing Software Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8Organize and prioritize service tickets(56) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.9Expert directory(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 6.9Subscription-based notifications(42) Ratings
Users subscribe to notifications for ticket updates
- 6.8ITSM collaboration and documentation(38) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.5Ticket creation and submission(58) Ratings
Users and agents can easily enter new support requests.
- 8.5Ticket response(59) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9.7External knowledge base(49) Ratings
Customers can self-service by searching through help articles.
- 9.8Internal knowledge base(47) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 9.7Customer portal(53) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 6.8IVR(28) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8Social integration(50) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 7.7Email support(54) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 9.6Help Desk CRM integration(46) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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 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 Customer Size Distribution
Consumers | 20% |
---|---|
Small Businesses (1-50 employees) | 65% |
Mid-Size Companies (51-500 employees) | 10% |
Enterprises (more than 500 employees) | 5% |
Comparisons
Compare with
Reviews and Ratings
(143)Community Insights
- 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
(1-25 of 117)Super Reliable Customer Service Software
- Efficiency: Consolidated channels, streamlined ticketing, empowered agents.
- Happy Customers: Improved satisfaction, faster response times, consistent messaging.
- Data-driven Decisions: Valuable insights, actionable reports, trackable metrics.
- Exceptional Support: Responsive team, helpful resources, easy to use.
- It just works without any issues!!!
- The usability could be better. Some things are not obvious to find.
- I would be to improve the visual layout and organization of the software.
- The left sidebar menu feels a bit cluttered.
Omnichannel communication - For any business that needs to provide email, chat, messaging, and social media support, LiveAgent makes juggling channels a breeze.
Service-focused teams - Call centers, shared services/support desks, hosting companies and the like maximize LiveAgent's features to deliver top-tier assistance.
Monitoring performance - With detailed reporting and the ability to listen in on live interactions, LiveAgent provides excellent oversight for managers.
nice software that could still have improvements
- Tracking tickets
- Involve several employees in the processing.
- Live Chat
- Sometimes the performance is very slow
- The answers to problem solutions are often very slow
Review on LiveAgent
- Easy to use
- Affordable
- Good support
- More interface
- Better UI
Effective client support tool to manage multiple businesses in one single dashboard
- Organize multiple prospects engagement points into an easy to use one single dashboard
- Improving productivity of the service agents
- Improving our service performance using reporting and analytics
- Adding more integration options
- Introduce own chatbot
- Adding more themes to select
LiveAgent's The Best!
- Has exceptional customer service if assistance is needed.
- A user friendly platform even for those who are not tech savvy
- Organized interface to handle customers and leave notes
LiveAgent fills the gaps that previous programs did not.
- Allows for quick responses.
- Allows us to complete sales.
- Easy for our agents to use.
- Could have more features as to automatic responses.
- Translation features could be better.
- The cost.
Great Ticketing Software Package at an Affordable Price
- Having all tickets (and chats etc.) pertaining to one specific customer in one place
- Great overview and structure of the communication details
- Integration of different tools
- This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons.
Live Agent- First Class in the communication field.
- Live Chat
- Offline Messages
- Tech Support
- Times users out/log out users
- number of visitors on site is often inaccurate
Time saving! Helps to organize your mailbox
- Organize the mailbox
- Mark the emails as urgent or less urgent
- Saves time because you don’t lose time reading emails that don’t concern your department.
- Have a video explaining all the different features
- Easier to implement
Liveagent had so many more uses than we expected!
- Custom forms
- Live chat
- Ticket system
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
Great product I'm using on multiple domains
- Custom Forms
- Livechat Support
- Keep livechat on my website as showing online without having to log in each time
Customer service and help desk
- Organized messages.
- Simple to use.
- Easy to integrate.
- WhatsApp integration.
- connecting to SMPTP.
Great Ticketing System!
- User friendly.
- Easily configurable.
- Superb support.
- Have not come across any yet.
LiveAgent Review - 25/7 in the air!
- 24/7 available
- integration goes fast
- you can always book a zoom call and things will be showed to you
- WhatsApp integration
- Instagram integration
- LinkedIn integration
LiveAgent is a great software!
- Great software
- Easy to handle and integrate
- Multiple brand feature
- Live chat + help desk in same solution
- Social features
- Connecting SMTP!
Switching to Live Agent improved our Customer Experience
- We utilize tags to categorize our tickets both new and old and they really help us to keep all of our tickets organized.
- The knowledge base feature is a great tool to use if you don't want to build out an entire support portal of your own — it is simple to use and customizable.
- Simple, but we have never had an issue with emails being forwarded to Live Agent which was the problem we had with our last help desk. Live Agent is a reliable software.
- It would be nice to have a direct contact when we have questions who knows our account, but the chat feature on their website has worked fine when we have had questions.
LiveAgent: great for business
- Clear structure between all forms of communications (calls, chats, emails).
- Can be adjustable to personal needs.
- Helpful and fast support. They are very open to suggestions. Every time we suggest something, they will take it into account.
- Chat could be translated automatically to other languages.
Just what we needed
- Tagging
- Reporting
- Ticket managmnet
- Did not work with our initial 800 provider
- Merging tickets can be tricky sometimes
Great Customer Support
- Lets you see who is working on what
- Keeps all of your messages in order
- Lets us add tags to each conversation for quick recognition
- Sometimes it is not very intuitive editing tickets
- You can get lost in the messages
- Too many buttons and features on one screen sometimes
LiveAgent review
- Assigning a ticket to each email to be able to track
- Tagging emails for certain issues
- All calls are tagged to a generic number causing them all to be tagged under the same ticket number
- Being able to pull reports of all the note associated with a certain tag
Works for what we need
- Shared email with ability to assign tickets
- Everything is shared
- Compartmentalized Design
- Calls don't always work
- Ticket creation from phone calls is tricky
Get LiveAgent! Trust me
- Integration.
- Options for support.
- Department options.
- Ease of use.
- More templates for forms.
- Customizable labels and tags help our team members prioritize their workflows.
- Automated ticket system makes it easy to track related messages.
- Ability to configure the system for use in multiple departments.
- Report features could be enhanced to allow for more detailed and less generic reports.
- Auto-generated ticket numbers create confusion for some of our clients. Sometimes they remove the alpha-numeric ticket from the subject of the email so the response doesn't automatically attach to the original message.
- It's rare but we have seen messages end up in the "spam" folder for the associated email address and it's almost impossible to find the message or know that it exists since it doesn't show in LiveAgent.
- The list of tickets is nice and organized.
- There are some very useful filters to help us narrow down the tickets we are looking for.
- The communication capabilities and email capabilities built into the system work well.
- I think the interface sometimes seems a bit dated and could use some improvements.
- I think the two factor authentication can be a problem if you lose your device, so there could be a solution for this - possibly working directly with Google to offer the ability to unlock via Google (this did not seem to be an option for me)
- Navigating some of the profile/user settings could be a bit more centralized and more organized.
- Customisation.
- Ease of use.
- Professionalism.
- Great support within LiveAgent themselves.
- Not so keen on the pause function.
- I would like a better choice of sounds and notifications.