About LiveAgent

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. 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
Pricing Details:
14-day free trial, no credit card required, no contracts. Subscription plans: Free: $0/agent/month Ticket: $15/agent/month Ticket + Chat: $29/agent/month All-inclusive: $49/agent/month Self-hosted licenses: Downloadable: $11,950 - 20 agents included, +$690 for each additional agent. Enterprise: $34,950 - 50+ agents. View Pricing Plans
Free Version:
Yes
Free trial:
Yes

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LiveAgent Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 1,003 View all reviews
Barney B.
  • Industry: Building Materials
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/03/2020

Great Features & Great Speed

LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pros

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Response from QualityUnit

Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)

Replied 25/03/2020
Jacob W.
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 08/02/2020

Excellent Experience Overall - I Recommend LiveAgent

The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Pros

For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Cons

Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

Alternatives Considered

Freshdesk and Zendesk

Reasons for Switching to LiveAgent

Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.

Response from QualityUnit

Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

Replied 12/02/2020
Daisy L.
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 06/01/2022

Very useful product at a reasonable price

We were managing customer support via a shared inbox, so it was a big shift to LiveAgent. It has been easy to set up and has brought a lot of benefits around visibility and tracking. Everyone I've dealt with at the company has been great.

Pros

Super easy to set up. Solid ticketing system that does everything we needed and feels like it can grow with us. Also integrates with our Slack so we never miss a ticket.

Cons

Some of the UI is a little bit un-intuitive, but their support has been excellent when I've needed help.
I'd love the styling on the knowledge base to be a bit nicer.

Alternatives Considered

Kayako and Freshdesk

Reasons for Switching to LiveAgent

Got the features we needed at the best price.

Response from QualityUnit

Hello Daisy! :) Thank you for your feedback. It's one of our priorities to keep LiveAgent easy to set up as well as to keep adding integrations such as Slack so our customers can use LA along with any software they need for their business to grow.

- LiveAgent Team

Replied 11/01/2022
Alberto I.
  • 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

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
Verified Reviewer
  • Industry: Government Administration
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 08/10/2021

An Easy and dependable app

The Live agent has been a very essential app to our organization as it improved our response time to our clients which has improved our productivity.

Pros

This is an easy to use app which helps me in managing my clients perfectly. It helps me keep tabs on my clients with so many reporting features which I can actually choose from. I love the interface it uses to display clients information which is always on request.

Cons

I was making use of this software and logged into two browsers, the first session was actually closed to my surprise and this happened a lot of time after that period. The software interface should also be upgraded by the developers as it looks more of an old app.

Response from QualityUnit

Hello, thanks a lot for your kind feedback! :) We are glad to see that you are happy with LiveAgent. You know that we are here for you 24/7 whenever you need any help or guidance :)
-LiveAgent team

Replied 15/10/2021

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