About LiveAgent
LiveAgent pricing
LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$15.00/month.
Alternatives to LiveAgent
LiveAgent Reviews
Feature rating
- Industry: Logistics & Supply Chain
- Company size: 2-10 Employees
- Used Daily for 1+ year
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Review Source
The Help Desk My Business Needed
LiveAgent has helped my business grow and improved our communications with customers drastically. I'm very lucky to have found it.
Pros
LiveAgent has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website.
Cons
The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world.
Alternatives Considered
Zendesk SuiteSwitched From
Zendesk SuiteResponse from QualityUnit
Hello Angus! Thank you for giving us a 5-star review :) Glad to see that LiveAgent is helping you to respond to customers in a timely manner.
- LiveAgent Team
- Industry: Gambling & Casinos
- Company size: 51-200 Employees
- Used Daily for Free Trial
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Review Source
Very good pricing structure.
Overall for the price it is a good tool and has very fast and helpful support.
Pros
LiveAgent is easy to use and what I most like about the software is that it pricing is divided by functions, for example, the basic plan includes email support which is the one my company needs because we support only email channels.
I liked Rules feature the most, it allows to set up automated workflows for more efficiency.
Cons
Other panel themes does not look good, dark version for example is very basic kind of old.
Also once you set SLA levels it is confusing - only Importance changes and only if there is resolve SLA set.
Reasons for Switching to LiveAgent
Because of price and because CSAT feature for the email is included in the basic plan.Response from QualityUnit
Hello Nutsa! Thank you for your kind words about LiveAgent! We're proud to offer a product that is both affordable and high-quality. As for the UI and Themes, we're currently working on some UI improvements and we can't wait to show you the results :) Stay tuned!
- LiveAgent Team
- Industry: Marketing & Advertising
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Mediocre lifecycle management
It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Pros
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Cons
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
Reasons for Switching to LiveAgent
price affordable and worthy featuresResponse from QualityUnit
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience.
We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term.
All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
LiveAgent is professional for agent and customer
It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.
Pros
Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.
Cons
It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.
Response from QualityUnit
Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at [email protected] at any time! :)
- Industry: Computer Software
- Company size: 11-50 Employees
- Used Daily for Free Trial
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Review Source
HelpDesk under one roof
Support was good once we got in touch with the right people. The product has a lot of features, but not always terrible clear how to implement them.
Pros
We like that chat, ticket management, and our IVR can be managed with a single pane of glass.
Cons
We are still a bit confused on how to implement some features.
Response from QualityUnit
Hello Ross :)Thank you so much for your positive review! We're glad to hear that our customer support was able to help with implementation of LiveAgent's features.
- LiveAgent Team
