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%
Reviewer Pros & Cons
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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
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 External knowledge base and Internal knowledge base and Customer portal highest, with a score of 9.7.
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
(1-25 of 44)Companies can't remove reviews or game the system. Here's why
November 20, 2023
Review on LiveAgent
Score 10 out of 10
Vetted Review
Verified User
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. It has an excellent interface that makes it simple to use and does not have a very steep learning curve to begin with. I appreciate this software a lot!
- Easy to use
- Affordable
- Good support
- More interface
- Better UI
November 04, 2022
LiveAgent's The Best!
We use LiveAgent to assist our customers via chat, email, and phone call. We utilize the knowledge base so all of our employees have access to trouble shooting in the same window as the chats. The metrics that are measured make it a lot easier to review employees performance efficiently.
- 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
January 25, 2022
Live Agent- First Class in the communication field.
Score 10 out of 10
Vetted Review
Verified User
We use LiveAgent for live chat and offline ticketing, This helps us be available to customers day and night and allows us to gather leads when offline, We have been using LiveAgent exclusively for a number of years and I'd recommend them to anyone, They have fantastic tech support which is available 24/7.
- Live Chat
- Offline Messages
- Tech Support
- Times users out/log out users
- number of visitors on site is often inaccurate
August 25, 2021
Liveagent had so many more uses than we expected!
Score 10 out of 10
Vetted Review
Verified User
The ability to have our emails, live chat, ticket system, and social all in one place makes life so much easier for our business as we grow. The ticket system is my favorite feature as it is so easy to organize. It's good that we can customize the look of our custom pages and chat as well.
- Custom forms
- Live chat
- Ticket system
- Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.
February 08, 2021
Great Ticketing System!
Score 9 out of 10
Vetted Review
Verified User
My school recently separated from the church that was hosting us, in the separation we needed a help-desk ticketing system, we eventually landed on LiveAgent and have not regretted the decision. LiveAgent is across the entire PreK - 8th Grade school for our help-desk ticketing system, it is intuitive and easy to use.
- User friendly.
- Easily configurable.
- Superb support.
- Have not come across any yet.
January 19, 2021
LiveAgent Review - 25/7 in the air!
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is being used across the whole organization. We receive and reply to e-mails, live chats and phone calls. Everything you need is in one place, under one contact person or user. You can add as many e-mail addresses as you want. You can also add as many departments and users as you want.
- 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
December 15, 2020
Switching to Live Agent improved our Customer Experience
Score 9 out of 10
Vetted Review
Verified User
We switched to LiveAgent from a competing help desk and we are so pleased with the switch. We use it primarily for B2C purposes.
- 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.
August 14, 2020
LiveAgent review
We use LiveAgent to log our interactions with customers whether it be chat, email, phone calls to be able to complete their requests for their parts.
- 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
We use LiveAgent for multiple departments to connect to other affiliate businesses that we work with. This is being used by some but not all departments depending on how we do business. It completely solves the issue of email chains getting very confusing amongst several different users. This helps us to navigate through the incoming tickets, for everyone to view them, and to assign them accordingly. It is a huge help to our business.
- 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.
Score 10 out of 10
Vetted Review
Verified User
I love this system. It's professional, easy to use and has all of the features we need within our company. I like that we can customise the chat feature and the knowledge base to feature our logo and business colours. I like that we can feature multiple users, departments and agents.
- 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.
LiveAgent is implemented on every single page in our current website and serviçe, and it is used to address the complication of dealing with customer problems and requests, bug reports, and overall interaction between the users and the customer success team, being a bridge for communication between user and company.
- Simple
- Efficient
- Dark mode in every theme
April 15, 2020
Functional and user-friendly!
Score 9 out of 10
Vetted Review
Verified User
LA is used by our customer-related departments.
- All-in-one communication with customers.
- Tag reports.
- Productivity reports.
- It is not always convenient to use Predefined answers, as another answer removes the previous one, which doesn't allow to combine 2 or more predefined answers.
- Would be nice to have a feature of "returning" the sent ticket within 20-30 secs.
April 14, 2020
Excellent help desk software
Score 10 out of 10
Vetted Review
Verified User
We are using LiveAgent in our department, customer service and sales-related, as well other departments. We are the ones using it on a daily basis for a couple of years. I personally did not face any major issues.
Generally, we use it in order to provide our customers with the best possible support, via chat, email and phone.
Generally, we use it in order to provide our customers with the best possible support, via chat, email and phone.
- Ticketing system
- Calls integration
- Simple to use
- Statistics
- Knowledge base section
- Live chat
- Integration with SEO
- Emails and calls forward function
April 14, 2020
Look no further than LiveAgent!
LiveAgent is used daily within our Organization by our Customer Support Department. It helps us reach all members regardless of where they are in the world. This program has been extremely helpful for our Non-English speaking members, as we can use a translating tool outside of LiveAgent to communicate with them, something we could not do using Telephone Support.
- Easy to use panel, everything you need is there.
- Dashboard to keep track of work time and replies
- Easy to search replies and can search via by user
- Adding a knowledge base section helps our clients for frequently asked questions.
- An e-mail to be sent out when licensing or download availability is about to expire.
April 10, 2020
LiveAgent's Helpfulness for Bus2alps
Score 10 out of 10
Vetted Review
Verified User
Bus2alps uses LiveAgent for both customer service support and to generate sales. It addresses the initial problem that was found within our company of a breakdown in communication between sales and customer service. Now that both departments are using one platform, there is better oversight and better support; considering the interconnectedness of sales and customer service, we are thrilled with the results thus far.
- Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
- We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
- Bearing in mind I have limited exposure to it, the calling features and capabilities within LiveAgent appear to have room for development.
- The sound functionality of incoming chats can be a bit bothersome because the system considers a user clicking to a new page within the website as a "message." Therefore, any time a guest is clicking through our website while also chatting, the noise notification sounds.
April 09, 2020
LiveAgent
Score 8 out of 10
Vetted Review
Verified User
My organization uses LiveAgent for customer support. We have integrated email, chat, and phone calls with it to help our customers, and it works fine.
- Organization of different modules that are needed for customer support.
- History of all the communication between agent and customer.
- Very comfortable and customizable user interface.
- Integration with different platforms
- More User Interface options
- Compatibility with small screen monitors
April 08, 2020
Easy to use!
Score 10 out of 10
Vetted Review
Verified User
All of my team members in Customer Service use Live Agent to communicate with our clients via inbound and outgoing calls, emails and chats. Currently we have two departments using it vastly - Customer Service and Customer Satisfaction. It helps us to manage our day-to-day business in contact with our customers and partners.
- Excellent quality of calls.
- Opportunity to have a huge amount of canned replies.
- Statistical review of our daily and monthly workflow.
- To improve designs of themes.
April 08, 2020
LiveAgent Review
Score 10 out of 10
Vetted Review
Verified User
It is being used mainly by the customer support and customer satisfaction departments. With LiveAgent we can chat, email and be on the phone with the client. We can also save our contacts and record the tickets to use in the future if needed.
- They provide performance statistics that are good to understand our efficiency and development as a customer support.
- We can chat, email and be on the phone. We can assist 2 or 3 clients at the same time with no problem.
- On the emails we mark as answer, LiveAgent will remind us if we don't get any reply from customer.
- Some statistics don't give concrete and right info. For example, it happened to me to spend 20 mins on the phone with only one client and in the end of the day, the statistics said that I was on the phone only 10 minutes.
April 07, 2020
How did an Uruguayan start up decide to hire LiveAgent?
Score 10 out of 10
Vetted Review
Verified User
Our central strategy is to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers. As a result of this, we needed a tool that centralized all communication channels and had CRM components to be able to provide the service we wanted.
Our main challenge, as a startup, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want.
In the research stage we approached many software, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users, etc.
When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14-day free trial. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having generated any cost of implementation.
In our case, we use the all-inclusive version that has a cost of USD 39 per agent, and is charged for the period of use. There is no monthly or implementation fee.
- Customizable settings.
- Chat online.
- API integration.
- Tagging.
- Customizable fields.
- Time tracking.
- WhatsApp integration.
- LatinAmerica IP lines providers integration.
April 02, 2020
Great Product, Highly Recommended
Score 9 out of 10
Vetted Review
Verified User
LiveAgent is used by our customer services department and is a great asset to bot clients and colleagues.
- Performance statistics.
- Client ease.
- Colleague ease.
- SLA statistics on tickets.
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is being used primarily by the Support Team, though companywide, and it addresses our specific issue of ensuring that our customers get timely and accurate responses to the issues they face when using our software. As the Support Team also involves our Software Development team on various issues, it is a tool that touches various teams in the company, such as Sales and Accounting (Billing).
- Unification of all channels of support requests coming in into ONE place.
- Intuitive ticket hierarchy system to follow the stages of a ticket.
- Automation to ensure that tasks are taken care of automatically.
- Live support for our Support Team, should they need help with LiveAgent.
- A prettier user-interface.
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
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