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 for Startups: Startup program is free for the first 6 months for startups that apply. This is an exclusive opportunity for startups to get access to the best customer support software in the market with no upfront costs. After the first 6 months, startups can continue using LiveAgent at a discounted rate. 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 1,201 View all reviews
Miguel
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 13/10/2022

The most powerful customer support platform at the best price

LiveAgent works very well for us, there are many functions that we don't use since we don't really need them for our business but they are amazing.
We can easily offer support and keep all the information for each client's case.

Pros

The live chat feature is easy to use and powerful.
With the knowledge base, we can have the most important information accessible in one place.
Ticket system.
Client portal.
Support is super quick.

Cons

The inside look of the platform is outdated and not intuitive.

Response from QualityUnit

Thank you for the kind words, Miguel! We're happy to hear that LiveAgent is working well for you :) We understand that the platform's interface may not be to everyone's taste, but we're constantly working to make it more user-friendly. Thank you again for your input!

- LiveAgent Team

Replied 20/10/2022
Richard
  • Industry: Leisure, Travel & Tourism
  • Company size: 51-200 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/10/2022

LiveAgent analysis

Live Agent have been really good so far in heloing us , including getting us linked to a complimentry business that will ensure it runs well

Pros

Links easily to every popular platform and easy to use.

Cons

Hard to say to be honest . Still need more time with the software but so far , really good

Response from QualityUnit

Hi Richard! :) We're so happy to hear that you're enjoying using our software and that it's been easy for you to connect it to all of your favorite platforms! If you ever have any questions or need any help, our team is always available and happy to assist. Thanks for the great review!

- LiveAgent Team

Replied 21/10/2022
Ben
  • Industry: Retail
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

3
Reviewed on 18/2/2020

Significant Value for the price

Pros

Price, Excellent customer support, large amount of features and functionality

Cons

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Reasons for Choosing LiveAgent

Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Reasons for Switching to LiveAgent

Price, functionality, control

Response from QualityUnit

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

Replied 4/3/2020
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
Marcin
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

4
Reviewed on 12/10/2022

Powertool

Pros

I really like the LA mail management system. This tool gives you an easy way not to miss any messages and to remember about future tasks (by postponing a message).

Cons

sometimes loading times are too long from a UX perspective and closed emails are displayed which should not appear.

Response from QualityUnit

Thank you for the great review Marcin! We're glad you like the LA mail management system and find it easy to use.

- LiveAgent Team

Replied 21/10/2022

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