4.7
Overall rating
Reviews

4.7
Overall rating
Reviews

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 the 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 1 month free trial, no credit card needed, no contracts.
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love.
LiveAgent Software - Chat - Customer view
LiveAgent Software - Inside of Tickets
LiveAgent Software - Chat - Support view
LiveAgent Software - Call History
LiveAgent Software - Fully Customizable Chat
LiveAgent video
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love. - thumbnail
LiveAgent Software - Chat - Customer view - thumbnail
LiveAgent Software - Inside of Tickets - thumbnail
LiveAgent Software - Chat - Support view - thumbnail
LiveAgent Software - Call History - thumbnail

LiveAgent pricing

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$9.00/month.

Starting Price:
US$9.00/month
Free Version:
Yes
Free trial:
Yes

Alternatives to LiveAgent

LiveAgent Reviews

Feature rating

Value for Money
4.7
Functionality
4.6
Ease of Use
4.6
Customer Support
4.7
5 reviews of 1,578 View all reviews
David
David
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 21/09/2023

Excellent value for money

Pros

I have been using my LiveAgent subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system.

Cons

The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update.

Response from QualityUnit

Hi David,
Thank you very much for your kind review. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard every day to further improve the system, including future plans for the UI, so stay tuned for upcoming updates!
-LiveAgent team

Replied 27/09/2023
Grace
Grace
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 27/07/2023

An efficient customer service dashboard for running many companies

Our previous chat platform had a terrible help system that made using our app a pain. Countless options and features, such as monitoring social media interaction, website widgets, phone/video call modules, a dedicated customer portal, and much more.

Pros

In general, we've had a great time using LiveAgent. With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution.

Cons

There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe.

Response from QualityUnit

Hi Grace,
Thank you very much for your kind feedback. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with its features and the benefits it brings to your customer care. Our team is here for you 24/7 in case of any questions or issues, including assisting with the SSL!
-LiveAgent team

Replied 31/07/2023
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 18/02/2020

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 4/03/2020
Monica
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/01/2024

Cost effective and user friendly

Even though I have used other customer support softwares, this was my first time selecting a provider and setting up the account and tools by myself. Initially I worried it would be too technical and difficult but the setting up process is easy, well explained and there always is assistance available.

Pros

LiveAgent is easy to set up, to use, and customer support agents are always readily available to assist.

Cons

I wish tags were visible on the main page.

Alternatives Considered

Freshworks Customer Service Suite and Zendesk Suite

Reasons for Switching to LiveAgent

Clean and intuitive layout. Uncomplicated set up and great service.

Response from QualityUnit

Hey Monica,

Thanks for the awesome feedback and the high rating! We're glad to hear you found LiveAgent to be cost-effective and user-friendly. We're always here to help if you need it. Noted on the tags visibility – I'll pass this along to our team. Thanks for choosing us and welcome aboard!

- LiveAgent Team

Replied 15/01/2024
Gary
Gary
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 18/08/2023

I think LiveAgent is fantastic software

Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Pros

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Cons

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Response from QualityUnit

Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :)

You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention!

Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service.

Thank you for being an awesome part of our journey!

- LiveAgent Team

Replied 23/08/2023

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