About LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all as either in-suite or standalone applications. LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company. LiveAgent is offered as both web-based (cloud) software and on-premise installations. The cloud option is priced on a pay-per-user basis by a number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents. Start with a 14-Day free trial, no credit card needed, no contracts.
LiveAgent Software - Inside of Tickets
LiveAgent Software - Chat - Customer view
LiveAgent Software - Chat - Support view
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love.
LiveAgent Software - Call History
LiveAgent Software - Fully Customizable Chat
LiveAgent video
LiveAgent Software - Inside of Tickets - thumbnail
LiveAgent Software - Chat - Customer view - thumbnail
LiveAgent Software - Chat - Support view - thumbnail
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love. - thumbnail
LiveAgent Software - Call History - thumbnail

LiveAgent pricing

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$15.00/month.

Starting Price:
US$15.00/month See pricing details
Free Version:
Yes
Free trial:
Yes

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LiveAgent Reviews

Feature rating

Value for Money
4.7
Functionality
4.6
Ease of Use
4.5
Customer Support
4.7
5 reviews of 1,160 View all reviews
Angus
  • Industry: Logistics & Supply Chain
  • Company size: 2-10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 5/8/2022

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 Suite

Switched From

Zendesk Suite

Response 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

Replied 9/8/2022
Nutsa
  • Industry: Gambling & Casinos
  • Company size: 51-200 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/9/2022

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.

Alternatives Considered

Freshdesk, Intercom and Zendesk Suite

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

Replied 23/9/2022
Alberto
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
1

3
Reviewed on 23/11/2021

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.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent

price affordable and worthy features

Response 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.

Replied 30/11/2021
Sarah
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 19/6/2022

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! :)

Replied 24/6/2022
Ross
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

4
Reviewed on 30/8/2022

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

Replied 16/9/2022

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