LiveAgent Software


 

LiveAgent is an online live chat platform that’s especially popular with e-commerce businesses at the small and midsize level. In addition to their core live chat application, the vendor also offers ticket management, online self-service portals and change and license management, all as either in-suite or standalone applications.

Additionally, and in cooperation with a variety of third-party software companies, LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation. It is a customizable solution that can scale as small companies grow their customer base and online services.

LiveAgent is offered as both Web-based (cloud) software and on-premise installations. The cloud option is priced on a per-user per-month basis by number of agents, and the on-premise options use the up-front pricing model, based solely on number of agents.

 

LiveAgent - Dashboard
 
  • LiveAgent - Dashboard
    Dashboard
  • LiveAgent - Getting started
    Getting started
  • LiveAgent - Chats
    Chats
  • LiveAgent - Tickets
    Tickets
  • LiveAgent - Reports
    Reports
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8

27 Reviews of LiveAgent

Showing 1-20 of 27

 

from Kennedy Industries
Specialty: Utilities
Number of employees: 51-200 employees Employees number: 51-200 employees

I really like LiveAgent so far

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Value for Money

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LiveAgent has been a great product to use so far. I use it solely for its ticketing functionality, but even so, it has been very useful for me. I was able to use LiveAgent's automation features to create a streamlined process of handling support tickets.
LiveAgent's own support staff has been incredibly helpful. I've started a number of chats with them, and I always got the information I was looking for in a prompt and helpful fashion.

Pros

Wide range of automation options.
simple user interface
excellent support staff

Cons

Not all automation functions are available in all cases, as well as some inconsistency with the naming conventions of some rules.
Minor spelling and grammatical errors within some text (English Language)

Advice to Others

With a bit of setup and a little effort, LiveAgent can be configured to suit nearly any need. I really like using it, and their support staff is very helpful. The developers really want to make LiveAgent great; they even accepted a suggestion I had for improving the rules for automation.

 
 

from SOSMed
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

Issue tracker has good features and HIPAA compliance. Can take a while to configure for a specific use.

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N/A

The issue tracker has good features, a clean look, and a flexible configuration. It is taking longer than expected to configure for use as an IT and Facilities Help Desk. Programs like Zendesk are much easier to use "off-the-shelf" for an IT help desk. However, LiveAgent is also more reasonably priced if you want a HIPAA BAA signed than its competitors.

 
 

from IncubatorWarehouse.com
Specialty: Agriculture
Number of employees: 2-10 employees Employees number: 2-10 employees

Great but needs some more features

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Live Agent works great for our business but it would be nice if it had some added features that would make life easier. They would be as follows:

1. The ability to set business hours so phones and chat automatically are turned on and off
2. The ability to combine tickets
3. Allow for administrators to make changes to or make settings that are applied to all accounts.
4. Better phone functionality
5. Magento integration that is able to pull order/customer information for new tickets.

Pros

Combines all customer communication into one central location and chat,email, and phones are very intuitive and easy to use.
Customer service is amazing.

Cons

Needs some more functionality.

Advice to Others

This program has all of the main components needed for a great customer service experience at a great price point. Combine that with amazing customer service and tech support this is a great options for most businesses.

 
 

from OnlineAutoParts.com
Specialty: Distribution
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Genius platform still in it's infancy

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Likes Best

My company was running our customer service out of a heavily modified gmail inbox. LiveAgent was able to reduce my average customer response time from 28 hours down to 2.5 hours. In fact, we've even managed to go down in manhours and still work through our workload much quicker. Having our tickets and chats, and the ability for a chat to become a ticket, has been super handy! The system is quick to set up and even easier to configure. Setting up rules for automation helps keep our workload low and our responses to customers timely. We haven't set up the custom plugin that allows us to integrate other information yet but I'm looking forward to having that set up soon.

Likes Least

The support staff is very quick to help out but implementations of suggestions are not quick at all and sometimes the support staff will tell you that you don't need a feature, when in reality, you do. For example, LiveAgent will always count a chat as a "missed chat" if it isn't answered within 30 seconds. Each 30 seconds counts that same chat as another missed chat. This isn't how I define a missed chat (chat initiated and NEVER answered) and I have no control over this setting at all. Some of the reports are also highly confusing. Lastly, the system is simply missing some basic functions. I need my entire team of agents, regardless of which department they are in, to be able to see every ticket but the only way to do this is to put them in every department. This has caused a lot of issues that we've had to change our processes not only with customer service but through the rest of our company as well. It would be beneficial to have a "view only" option for departments. Other basic features that are missing: Chat hours (if an agent is logged in after hours the chat shouldn't be displayed), merging tickets, attachments don't get sent to ebay members etc. There are also random times where LiveAgent will freeze, boot agents out, or simply stop working (I just had a chat show up as a new chat but said the customer was waiting for 14 hours).

Recommendations

Give it time! You'll have to change some processes and behaviors, but give your agents some time to get used to the system and give yourself some time to configure the system properly.

 
 

from Leadlovers - leadlovers.com
Specialty: Software / IT
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Leadlovers feedback

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Likes Best

It is easy to use. There are many features and it is all integrated.

Likes Least

The chat screen takes too long to load. It could load a little bit faster

Recommendations

Maybe an app for desktop, that loads fast, it would be good :)

 
 

from pododesk
Specialty: Software / IT
Number of employees: 2 to 5 employees Employees number: 2 to 5 employees

Not too good in the end.

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Likes Best

I quite liked the support portal and it's options for customization.

Likes Least

I am quite disappointed about your "return policy" especially as I got missleading information from your support team. This lead to additional cost that I am hardly willingto pay.

Recommendations

I dont have any recommendation right now.

 
 

from mulmut.com
Specialty: Auto Dealership
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

quite useful for live chat and CRM, but could do better

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Likes Best

competitively priced, intuitive to use, easy to implement, but can do better with increasingly essential auto response feature

Likes Least

I need an auto response feature. Something that can answer customer's basic questions. It'll be something that gets triggered by keywords, then prompt the customer for possible answers

Recommendations

easy to use, inexpensive, quick to learn, thats it

 
 

from ilovepoker.com
Specialty: Other
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

So pleased that I included you as part of my asset list

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Likes Best

After working 12 years using many different customer service tools, getting a software that is extremely intuitive, valuable and user friendly is a complete home run. I cannot say I like only one thing. I love the product, support and technology used so far.

Likes Least

No complaints so far. Initially the badges were "not serious" for my employees, but after playing around with the software they found joy using them.

Recommendations

Be sure you have ALL email settings clear and understood before moving a finger, so it will be easier for you to set up.

 
 

from Assyst Tecnologias
Specialty: Media
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Easy to use, easy to implement and have a Self-Hosted version too.

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Likes Best

There are several things we like, but the top 5 are:

1. Simple integration with various service channels (we use a lot of mail and Facebook). Set these channels takes no more than 10 minutes.

2. Various translations, which is difficult for those who have company based in Brazil, find.

3. Frequent updates, almost every week there are new features and fixes.

4. Simplicity and intuitiveness of the software allows easy grip on people with different knowledge.

5. The support is awesome, and we are customers of Standalone version.

Likes Least

With 2 years of use, there is nothing to discredit.

Recommendations

Contact their support, all are great professionals and of course, knowledge base of them has a wide and clear documentation.

 
 

from CSI Products
Specialty: Distribution
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Good tool for customer support, easy to implement and use

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Likes Best

The tool is easy to use and allows us to reply to customer queries immediately, which improves the level of customer service we provide. It makes managing tickets very easy. Our customers like the live chat feature we offer and many of our orders get placed after the customer used the live chat.

Likes Least

Nothing really, the product works well for us and delivers everything we expected / needed

Recommendations

Good value for money. If you have any issues, get in touch with the support team at LiveAgent, they’re very friendly.

 
 

from Paleo On The Go, LLC
Specialty: Food / Beverage
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

It was easy to set up, add the script to the website, easy to use.

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Likes Best

It's easy to use. I like the way the chat and contact us tabs look. I like the actual chat pop up. The dashboard is decent. I think it's a good thing for our company.

Likes Least

I hate hate hate that I keep getting disconnected throughout the day. It disconnects quickly and then "contact us" pops up. This is not what we want, especially during business hours.

Recommendations

Refer to last question. I want to be able to stay connected throughout the day with out being disconnected without notice.

 
 

from Type 2 Solutions B.V.
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Quick to implement flexible product with very responsive support tem

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Likes Best

The product was very quick and easy to implement. A few features required some explanation, but the support team was very responsive and took the time that was necessary to address our questions and concerns.

Likes Least

Can't really come up with anything off the top of my head.

Recommendations

Don't hesitate and ask the support team. There is plenty of documentation available online, but sometimes a question is asked (and answered) more quickly and to the point by a human...

 
 

from Smart Cube Systems
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

SmartCube Evaluation

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Likes Best

Pay and Ready. You paid and you use. You get invoice easy and no stress about other administrative details.

Likes Least

Rather complicated to setup it. For example an incoming ticket via email should be automatically distributed based on source and departments. More than this a "master user" of customer is not able to see and follow tickets status

Recommendations

To search more deeply for different kind of functionalities of the software

 
 

from Twotrom
Specialty: Software / IT
Number of employees: 2 to 5 employees Employees number: 2 to 5 employees

Complex feature-filled help desk app that saves time

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N/A

Likes Best

LiveAgent is a complex feature-filled help desk app that connects and integrates multiple channels so it's easy to be in touch with our customers. Except from live chat we're using mainly email and voice functions. Really like the option to split a ticket and reply to several messages at once through mass action option.

Likes Least

User interface design - looks old-fashioned but that's not a big deal

Recommendations

If you're having troubles with some feature setup, don't hesitate to contact support. They were willing to help us quickly and profesionally.

 
 

from Vella Technologies
Specialty: Software / IT
Number of employees: 1 employee Employees number: 1 employee

Seamless and immediately effective.

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Likes Best

Easy to configure that yields great results. All functions passed tests

Likes Least

Nothing. It works as designed. No issues to report.

Recommendations

This is much more thorough than any other help desk that can be purchased.

 
 

from Null Labs
Specialty: Software / IT
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

I like working with LiveAgent helpdesk software

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Likes Best

I like working with LiveAgent helpdesk software, because of its sophisticated ticketing system and cool design. My customer service operates through LiveAgent about two years now and everybody is satisfied. Receiving new messages from customers is simple and there are many useful options, for example adding rules or notes exactly to every conversation. You can reply to everybody, postpone message for later and message displays with many information. My agents are allowed to invite people who visit our page and chat with them through live chat. I have never seen similar helpdesk software with many functions and amazing price.

Likes Least

Call center works as an integration with Twilio account. Can not connect it to Skype or different voice provider.

Recommendations

It was easy to setup, I can recommend LiveAgent to every online business that communicates with customers. Great to chat with customers in a real time and make more sales.

 
 

from Broomlenc
Specialty: Accounting
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

Satisfied with LiveAgent. I rate it very high

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Likes Best

I encountered many different multiple helpdesk softwares. We made research, tried many demo versions, but we have never been more satisfied like working with LiveAgent software. We are quickly seeing benefits of this customer support service. It is full of amazing options, we are very satisfied with:
- LiveAgent can run mass actions, which safes agent's time
- Agents can connect with customers also through social networks as Facebook and Twitter, which satisfies more customers
- You can use tags to match tasks with similar content
- canned messages with predefined emails
Product is easy to manipulate with and user-friendly. I rate it very high!

Likes Least

I haven't found any cons yet. Maybe there aren't any :) The price of this soft is one of the best among competitors.

Recommendations

Give it a try. Use their support or knowledgebase articles to setup everything quickly.

 
 

from Electrix
Specialty: Manufacturing
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Good value for money but with a few annoying features

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Likes Best

It is great value for money, very clean interface, chat and ticketing in one, quite easy to set up.

Likes Least

The support desk either don't fully understand the issues or take the attitude that the customer is always wrong. It is often a case of it works that way - whether it is right or wrong.

The live chat lacks decent audible tones when a new message is received (agent and customer). Often chats get forgotten about because the agent or customer has different screens open.

If you have several departments and you create a new ticket you also have to select a from email address. This is just wrong. If an email address is tied to a department why would you have to select an email address a second time.

Lack of round robin ticket assignment.

With the chat, if one department is offline it doesn't switch to the offline chat form which is was clearly designed to do. Therefore for all pre chat forms you have to gather all information about the user including a message.

Live chat on a mobile opens in a new window. It shouldn't need to as the sizing can be controlled by Css.

Recommendations

Try lots of scenarios before you buy. Try what ifs. Sometimes you will need to change your methods to suit.

 
 

from AT-Bike
Specialty: Retail
Number of employees: 6 to 10 employees Employees number: 6 to 10 employees

We are partners with LiveAgent since 2013 and we could notice benefits

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Likes Best

We are partners with LiveAgent since 2013 and we could notice benefits right from the beginning. Customer satisfaction improved, number of new customers increased. LiveAgent contains basic features like: hybrid ticket system, automated distribution, adding rules, filters and tags, notes to tickets, creating contacts, add contacts to companies, pause option, prepared templates, predefined text, forum, live chat, social networks, communication history, rating option and call centre. Product looks simple and provides top-quality service. Suitable for every business!

Likes Least

some of my suggestions for new features were not implemented

Recommendations

definitely try it
brilliant software for great price

 
 

from Ben Lambrecht GmbH
Specialty: Software / IT
Number of employees: 2 to 5 employees Employees number: 2 to 5 employees

Kudos to LiveAgent - Great Software!

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Likes Best

LiveAgent took of loads and loads off my work respectively work of my colleagues. We used to reply to every email hand by hand from gmail shared inbox. We replaced it with LiveAgent and the workflow is now smooth sailing :) On great feature that LiveAgent has is the Customer Portal where my clients can come and see their tickets, reply, follow up, rate the answer and last by not least find common answers in the Knowledge Base which is perfectly designed - Kudos for the design team at LiveAgent. Kudos #2 goes to awesome customer support team - they are the best!

Likes Least

Mobile apps need some improvement. They've been released only a couple months ago so there's still room for new features.

Recommendations

Customer support is much easier with LiveAgent. Not only for me (business owner) but for customers as well.

 
 
 
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