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 1,149 View all reviews
Shayla
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 13/06/2022

Great customer service and simple ticketing software

If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Pros

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Cons

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

Response from QualityUnit

Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better.

For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support.

- LiveAgent Team

Replied 20/06/2022
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 19/06/2022

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 24/06/2022
Verified Reviewer
  • Industry: Management Consulting
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
5
Ease of Use
3
Customer Support
4

3
Reviewed on 18/07/2022

Frustrating Chat Tool

Not as user friendly as Tawk.

Pros

Got it because it was on an AppSumo LTD, so low priced and also it had the feature of visitors to call as well besides just chatting.

Cons

Biggest peeve was that, if you don't log into the back-end at certain intervals, you will have to log-in to keep your app active on your website.

Response from QualityUnit

Hello there! Thank you for your feedback. As to being logged out. It seems likely that this is a settings issue. Please, feel free to contact us via chat on our website 24/7 and our support team will assist you in this matter.

- LiveAgent Team

Replied 21/07/2022
Marin
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 28/06/2022

Easy to provision, simple setup and useful analytics

It seems like a good value for money.

Pros

Like the Dashboard which provides a simple and necessary summary.
The Ticket menu visualizes the queue, interactions status and timing.
Like the Chat option as a feature even we didn't manage to test.
The call menu can provide a useful analytics view.

Cons

It took me some time to set up the ticket routing rules.

Alternatives Considered

monday.com and GreenRope

Reasons for Choosing LiveAgent

Ticket and mail communication management.

Switched From

monday.com

Reasons for Switching to LiveAgent

Combination of cost and functionality.

Response from QualityUnit

Helo Marin! Thank you for sharing your feedback! Should you need any help with other LiveAgent's functions, feel free to reach out to our customer service that is available to you 24/7 :)

- LiveAgent Team

Replied 01/07/2022
Amanda
  • Industry: Education Management
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/07/2022

Super easy to use and train other staff on

Pros

I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

Cons

There was nothing i could think of that I dislike. Maybe things that aren't preferred are the locations of some buttons? When closing a ticket, sometimes it's tricky to find where to do so or to end a chat on our end.

Alternatives Considered

HubSpot Marketing Hub

Response from QualityUnit

Hi Amanda! :) Thank you for your awesome feedback! It's great to see that your staff has learned how to use LiveAgent right away. Should you or your staff need any help, we are here for you 24/7 via chats or email.

- LiveAgent Team

Replied 01/08/2022

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