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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

View all pros & cons

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

View all alternatives
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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

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Jon Fauver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
LiveAgent has been a great customer service tool to manage inquires from multiple channels on one platform. It has been especially useful in encouraging collaboration and/or transfer of tickets between agents or departments. Initial roll out was a bit cumbersome, but the support we received from the team was great. Internal adoption and training with more agents as we grew was easy.
  • Customer service ticketing.
  • Multi-channel integration.
  • Reporting & monitoring.
  • Forms.
  • Integration with more social channels.
  • Streamlining processes.
  • Team collaboration.
  • Ticket tracking across platforms.
Well suited to customer service applications, LiveChat and forms. The platform easily grew with us as we expanded our team and the flexible pricing made it easy to start small and scale. Great for initial lead gen, but does not work as or replace a good CRM, however we easily solved this using Zapier integration to our existing CRM. Customer support has been excellent.
Price vs Functionality was a good fit for us.
5
Customer Service, Inside Sales, Management
1
Basic IT skills and logical thinking are sufficient when used together with LiveAgent's own support team.
  • Customer Service
  • Inside Sales
  • Social Media Messaging
Because it fits our current needs and has room to grow with us further. Re-training the team on a new system would be cumbersome and not add any advantages at the moment.
Yes
LiveChat
We needed a more robust solution to handle more than just chat. At the time the LiveAgent pricing gave us more functionality and features for a better price.
  • Price
  • Product Features
Wouldn't change a thing, we are quite satisfied.
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!!
  • Support Ticketing System
  • Live Chat on ecommerce website
  • Customer Support from LiveAgent
  • On phone, app notifications need to be real-time
  • Saving money while providing the same level of support of more expense systems
  • Migrating from outside systems (Zendesk for us) into LiveAgent was smooth
  • Support was immediate and informative
We use it eCommerce and it works great!
2
Customer Support
  • Live Chat
  • Customer Support
  • Answer Twitter messages
  • Answering Facebook messages
March 28, 2017

Great platform!

Šarūnė Šaulytė | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Mostly by support department in order to resolve any client issues via ticket system and live chats well as helps marketing team with social media related questions.
Using Live Agent helps each team manage time more efficiently on a daily basis, as social media, tickets as well as chats can be managed on one platform.
  • Easy-to-use
  • Social media integration
  • Friendly user interface
  • Sometimes it's a bit laggy
LiveAgent is very well suited for managing live chats and a ticket system on one platform. The integration of social media is an amazing bonus that helps manage all of our client questions and solve problems in one place without the need for using multiple platforms on multiple tabs.
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
90%
9.0
Expert directory
100%
10.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
80%
8.0
Customer portal
100%
10.0
IVR
N/A
N/A
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Only positive, our clients get quick answers to any of their problems
  • Custom
LiveAgent was the best solution for not having double tickets. Another problem solved by LiveAgent is the possibility to have a ticket system as well as live chat support all in one place. The social media integration helps us communicate with any of our clients quickly and with no delays. Definitely recommended for anyone who wants to manage their business successfully.
90
They represent customer support via live chat as well as help clients over the ticket system. It is also useful for the marketing team as they can get better insights about our company clients as a lot of extra information about the client is displayed next to the window of the conversation.
15
As it is easy to use and navigate, the interface is friendly; you do not need a lot of skills in order to use LiveAgent. The only skill that you really need is great communication and the needed technical knowledge in order to properly assist any of the customer's needs.
  • live chat
  • ticket support
  • social media management
  • integrate social media
  • phone support, maybe
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
The single most important factor in our decision was the ability to have live chat as well as a ticket system in one place which is essential for any business that provides multiple types of support. The ability to integrate social media channels came as a really great bonus. Very recommended.
I was not the one who was selecting.
  • Don't know
Because it gives me everything I need.
My question was answered quickly and directly.
  • live chat
  • tickets
Very good and reliable
Luis McDonnell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We initially deployed LiveAgent for the customer service department only, however after a couple of months we decided to use it for "whole company support duties". That means that not only the support team but the development, marketing, and executive teams log in regularly and reply to customer queries. We have about 15+ company email addresses connected to LiveAgent and they're divided across 10 departments including pre-sale (lead nurturing), technical, second level technical, development, marketing, VIP partners, and C-level executives.
  • Customer Service is second to none. The team behind LiveAgent is in my top 3.
  • Pricing structure - reasonably priced with no hidden glitches.
  • Easy deployment and easy-to-match organizational structure.
  • HTML/CSS customizable chat and contact widgets.
  • The fact that the live chat is built in. And not just live chat but the pro active invitations, visitor tracking (how much time the visitor spent on the website + what website is he browsing).
  • Spanish translation has grammar and spelling errors.
  • Some of the functionality is "too hidden". It would be better to have it better organized.
  • Occassional bugs - these are usually resolved quickly so it's not such a big problem.
Email ticketing is great - you can connect as many email addresses as you wish through pre-made integrations, forwarding or POP3/IMAP. Live chat is literally set up in minutes - we just added a short html snippet to the footer of our website and boom - there we went chatting with our website visitors. We've found that they prefer chatting over emails so far.
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
100%
10.0
Customer portal
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Better customer service - this was a no brainer - initially after we deployed LiveAgent, the level of customer satisfaction went up by double digits. We were able to cut the average response time down to 4 hours.
  • The live chat part enables us to easily instant-convert website visitors by answering simple decision-making questions right away.
  • Our support team is now more effective thanks to agent collision detection feature which restricts 2 agents working on the same ticket at the same time
LiveAgent has impressed us the most out of all solutions that we've tested out. The features and plans seemed crafted to our needs so the decision was to go with LiveAgent. I can now honestly say that it was a good decision. We've recommended LiveAgent to many of our business partners and clients and will continue to do so.
15
CEO, Marketing, IT, Support
15
A pair of hands and the knowledge of a language :) Really, the system is super easy to use and literally no training is needed. I believe LiveAgent has tons of video and text tutorials on their sites so for those who want to know more, there is that. We haven't had any troubles regarding training to use LA.
  • Answering pre-sale product related questions.
  • Answering post-sale & technical queries.
  • Business partnerships and VIP sales.
  • Connect our Facebook page and reply to Facebook messages and comments in LiveAgent.
  • Monitoring our brand (and our competitors) through the Twitter integration.
  • The ability to connect phone numbers through Twilio, which we haven't yet utilized.
  • Add voice support - connect Twilio and answer calls from LA.
  • Add more email addresses.
  • Setup feedback widgets.
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Yes
We switched from Freshdesk mainly because it lacked some of the core features that we needed (they might have them now). Also the system was buggy and the worst part was the customer service. What takes 1-2 days to solve in LiveAgent, took 1-2 months in Freshdesk. We're happy with our decision to switch.
  • Price
  • Product Features
  • Product Usability
  • Positive Sales Experience with the Vendor
It was probably the first feeling from interactions between our team and LiveAgent's customer service. Also, the pricing plans fit us perfectly.
I will probably look into more third party reviews, however, the experience has been great and I'm confident that we've made the right decision.
  • Vendor implemented
  • Implemented in-house
No
  • We've had a bug on our website which blocked the deployment. The LiveAgent team solved this thing promptly even though the issue wasn't directly related to the LiveAgent license.
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
We're blown away by the level of support that LiveAgent provides. After all, they're in the help desk software market. If I have a question, in 90% of cases I can find the answer in their extensive knowledge base and in the rest 10% I can simply start a live chat conversation on their website and get instant help within minutes.
Yes
Yes, I've reported a bug regarding wrong resizing of a configuration window. It wasn't critical but I felt obligated to report it. I believe they resolved the issue within a month or two. There's some other bugs I've reported which are still not resolved but both are more suggestions than bugs so it's ok.
When we first subscribed for LiveAgent and wanted to deploy the live chat on our website, there was a bug on our end which was blocking the deployment. LiveAgent's support team went the extra mile and even though the problem was on my end and not with their license; they fixed my website to make the live chat work. I would've had to pay some website developer to do it and these guys fixed it for free. This is kind of service which is very rare in B2B.
  • Connecting email accounts
  • Setting up a knowledge base
  • Customizing contact forms/ live chat widgets
  • Uploading custom translations
  • Setting up SLAs
  • Ticket merging
Yes
The application is primarly built for full web browsers but LiveAgent provides both Android and iOS apps. I have only tried the iOS one which is good on the go, however I couldn't imagine working 8 hours a day, 5 days a week on the mobile app. It would be counterproductive.
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
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