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LiveAgent

LiveAgent

Overview

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and…

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Recent Reviews

TrustRadius Insights

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

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

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

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

10 out of 10
January 04, 2021
LiveAgent is the software to use if you have multiple brands in the same company, just as we do. With 5 different brands, it is hard to …
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Awards

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

Popular Features

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

Reviewer Pros & Cons

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Video Reviews

1 video

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

View all pricing

Free

$0

Cloud
per month

Small

$9

Cloud
per month per seat

Medium

$29

Cloud
per month per seat

Entry-level set up fee?

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

Offerings

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

Starting price (does not include set up fee)

  • $9 per month
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Product Demos

Viber Integration Demo | LiveAgent

YouTube

Rocket Chat LiveChat - Salesforce LiveAgent User Typing Indicator Demo

YouTube

Facebook Integration Demo: How It Works

YouTube

Knowledge Base / Customer Portal Demo | LiveAgent

YouTube

LiveAgent: Ticketing Software Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8
Avg 7.9

Self Help Community

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

9.7
Avg 7.7

Multi-Channel Help

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

8.3
Avg 7.7
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Product Details

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions.

LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha, Huawei and Oxford University.

LiveAgent is a web-based application but is also available on iOS and Android, and is suitable for businesses of all sizes. A free 14-day trial is available, with no contracts and no credit card required.



LiveAgent Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

LiveAgent Screenshots

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

LiveAgent Videos

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

LiveAgent Competitors

LiveAgent Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating Systemsonline app
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Catalan, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Modern Greek (1453-), Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese

Frequently Asked Questions

LiveAgent starts at $9.

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

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

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

LiveAgent Customer Size Distribution

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

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Reviews and Ratings

(143)

Community Insights

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

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

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

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

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

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

Powerful and Flexible Platform: Users have consistently praised LiveAgent for being a powerful and flexible platform that can be easily customized to meet their specific needs. Many users have stated that they appreciate the platform's adjustability and its ability to cater to their personal requirements.

Integration of Multiple Channels: A significant number of users have highlighted the convenience of integrating multiple channels, such as calls, chats, and emails, into one platform. This feature has been particularly beneficial for global customer service operations, allowing users to effectively manage communication from various sources in a centralized location.

Clear Structure and Organization: Users have consistently liked the clear structure and organization of different forms of communication within LiveAgent. They find it convenient to have all email IDs from various support areas channeled into one system and automatically assigned based on set rules. The tag system and ability to use predefined answers make it easier for users to manage customer inquiries efficiently.

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

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

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

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

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

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

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

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

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

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

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

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

Attribute Ratings

Reviews

(1-25 of 66)
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November 20, 2023

Review on LiveAgent

Score 10 out of 10
Vetted Review
Verified User
I think zendesk has more complexity but definitely we went with liveagent due to their better support and onboarding process at the beginning. We really appreciate their help in getting us going and helping us create a good support system for not only our internal team but our clients as well.
November 04, 2022

LiveAgent's The Best!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I did a demo with Zendesk which was fine, but the customer service and system for LiveAgent was a better choice for me. The demo with LiveAgent was wonderful and very informational, any concerns were answered immediately, extremely accommodating with the free trial, better pricing for similar features but with a more visually appealing interface.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that we also still use.
Score 10 out of 10
Vetted Review
Verified User
Night and Day, Zendesk is very very basic, We also faced multiple technical and connection issues when using zendesk which resulted in loss of customers due to the chat randomly disconnecting now this is a thing of the past thanks to LiveAgent, the connection is always stable and the system is much easier to use and customise.
February 08, 2021

Great Ticketing System!

Score 9 out of 10
Vetted Review
Verified User
LiveAgent was way easier to configure and setup initially and was more customizable (branding, signatures, directory, notifications, etc.).

LiveAgent was also easier for our teachers and administrators to use, and had a smaller learning curve.

Score 10 out of 10
Vetted Review
Verified User
I hated Zendesk we used them for 2 years and found them very unreliable and [unprofessional]. The system was laggy, bugged and beyond basic. It is nowhere near as good as LiveAgent and I am over the moon that we found them and decided to make the switch.
April 16, 2020

The best software

Score 10 out of 10
Vetted Review
Verified User
LiveAgent is much easier and it's well designed to keep great work organization. Separate boxes provide a great view so one is aware of what every single member of the team is working on.
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is much more complete and all the channels are available at the same place. The way customers get an answer is friendlier than Zendesk.
Overall, LiveAgent is much more user friendly and simple to understand. It has knowledge base section.
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