LiveAgent Software


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.

Dashboard
Dashboard
Dashboard
Getting started
Getting started
Chats
Chats
Tickets
Tickets
Reports
Reports

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10



438 Reviews of LiveAgent

Overall rating

4.5 / 5 stars

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

October 2018

Handling customers the right way

Pros

This is most likely the best chat integration I have worked with and I have tried almost a dozen so far.
It keeps track of everything, response time is amazing, price is as well!

Cons

Setting up a bot takes some time, so documentation could be improved, other than that, no cons whatsoever.

ROCKY from Broker

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Live Agent Yes Great Deal

Pros

Live Agent easy format to use. Easy to follow .

Cons

Some times Live agent not there. Says there but not always

Jennifer from Mel Foster Co.

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Best chat integration on the market

Overall the best business investment that I've purchased to date. It will make handling clients so much easier and more productive.

Pros

The system will allow a much faster response time than if you were handling the questions yourself. It keeps track of everything, so you don't have to monitor. It allows you to offer the best customer support for your clients. It will save you money by not having to man the emails and other forms of contact by yourself.

Cons

Other than the mobile app running a bit slower, I cannot think of anything that I don't like.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The right price point to have virtual service

Pros

-Ease of use
-Once again, the pricing made sense especially for small/mid business
-Response time was a lot better than I expected

Cons

If you have issues using it as a SAAS, you may not like it. Some people have a preference to keep everything in-house.

izak from kidumi

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

the best option to get more leads

Pros

live agent is really the best option of converting visitors into leads, the visitors can get answers to many common questions and with the option to create a bot this is really helpful

Cons

creating the ready bot might take some time

Sanjam from Accenture

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

With LiveAgent, we quickly solve customer problems

Pros

We use the service to provide quick assistance to our customers. Most of all I like the ability to communicate via mobile app. This is convenient when a client asks for help after hours. There are also templates that help us quickly prepare an answer to a question.

Cons

The application does not show the full list of tickets until the “solved” ticket is completed. It is necessary that the developers add this feature.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Really great live chat tool

Pros

I have only used this as an end-user perspective, but it really is easy to use mostly because it is so simple.

Cons

No complaints, but like I mentioned I've only been an end-user for this. Will continue to use as needed.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

I use LiveAgent where ever it's available

I will use a Live Agent when ever possible. As soon as I log into a site, if there's a LiveAgent available I'm clicking on the option.

Pros

I love that I don't have to dial in and play around with an IVR system or put on hold to get to a live agent.

Cons

Not so much the software, but in order for the software to work, you need employees who know how to type & spell and have great customer service skills.

Olga from METRO Cash & Carry Ukraine

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Great solution for business of any level

Pros

We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks - all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).

Cons

Since the functionality is very wide, it takes time to deal with it. I would like more detailed instructions, with screenshots. It would be possible to save time on solving simple questions, and so you have to contact the support service.

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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

fitbit

How To Fix A Problem And Not Having To Wait

Pros

Having Someone Answer My questions right then

Cons

I Did Not Have Any Problems So Nothing, If I Had To Pick Something It Would Be Having To Do The Typing

LinkedIn icon
Verified Reviewer

Number of employees:  5,001-10,000 employees

Ease-of-use

Functionality

October 2018

Quick and easy to reach out to your audience

Pros

This is a really quick and efficient way to respond to clients, gives them the real touch and quick turnaround time to answer queries. I like the fact you can integrate this with other social networks and the price is reasonable.

Cons

The social network integration can be time consuming and you will need to spend some time syncing them up but after this it is fairly easy to use.

Mike from StormWind Studios

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Live agent has gotten very popular

My colleague recommend this to ease workflow and stay organized. Handles a lot of end users so this ends up making his day easier to manage.

Pros

As time progresses, your seeing live agent on more and more websites. They offer solid support and the software allows for solid organization of incoming tickets for your helpdesk to support the end user.

Cons

I've been told it's straight forward and easy to use

Vilnis from SoftServe

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

A cool program for the technical support service

Pros

This is an excellent service (and in my practice I managed to test many of these programs), helping to establish the support service. This client perfectly integrates with most of the most common CMS, installed on different platforms. As soon as we transferred our technical support service to this program, it became easier for us to analyze the reports, understand what the errors of the specialists were and how to correct the work in such a way as to obtain a better conversion.

Cons

The service does not have a free fare, there is only a free trial period, for which it is necessary to have time to evaluate all the functionality.

Ruslan from Softline

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

LiveAgent helps you connect with customers from all over the world!

Pros

LiveAgent is a cool program that has a lot of useful functions. For example, we previously used a tariff plan on which you could set up a chat right on the site, that is, embed it in any project. This is very convenient, so I recommend this option. And for those who doubt, you can try a free subscription.

Cons

Installation and configuration of this client on our server was not so simple, besides, we had to retrain employees from technical support who previously worked with other software.

Tevin from India Today

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Simple and easy to implement platform for our support team.

Pros

We have LiveAgent chat service enabled to our website. It offers everything under one application. Choosing LiveAgent is mainly beneficial due to the reason that we didn't have to go to any other services to offer better customer service to our online customers. It allows social media integration which helps the chat agents to see and reply to tickets/comments they receive through all the social media. Tracking the working hours of chat agents is just an automatic process which ensures quality and efficiency. LiveAgent is the best choice for any type of organizations that mainly do online business.

Cons

Not an economical option for small companies. A need for such a reasonably huge amount towards customer support is painful for startups and small companies. We were not able to create separate groups for each department to determine which tickets/chats should be assigned to each of them. When we contacted the customer care, they say this kid of option is available only with an enterprise plan which costs way more than what we were paying.

susan from Linkasink

Specialty:  Manufacturing

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

LiveAgent for website

Perfect solution for instant communication for your customers online.

Pros

LiveAgent is great to have on your website. It gives instant contact to your customers for sales or general questions and /or support. If you have a website, you should have this feature

Cons

Someone will always have to be online to receive the notification that a customer is attempting to contact you.

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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

A great all-in-one solution

Pros

Integrations, Phone Support (SIP), Customizations

Cons

That platform doesn't have Whatsapp/Viber integration

LinkedIn icon
Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Be st product for B2C support

Pros

flexible features, multi-channel support

Cons

multi language , customizations, rules, triggers etc..

LinkedIn icon
Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

August 2018

Useful tool for customer support

Pros

Overall LiveAgent includes everything you need for customer service, centralizing all operations of the different ways used by users to contact a company

Cons

Sometimes managing tickets is a bit cumbersome when you want to deal with the same issue more and more. It could be definitely useful to have a simple way to put together several related tickets

LinkedIn icon
Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

August 2018

LiveAgent helps address necessary issues with direct support in minutes.

Pros

Quick response while experiencing an issue you can talk to someone and get help. I've used Live agent in many platforms as a customer. I think it is an asset to many companies that use this, helps increase customer satisfaction and appreciation in how issues are troubleshooted quickly.

Cons

No issues with this software. I've never seen issue with using once connected to the other party I was able to use the live chat.


Displaying 1 - 20 of 438 reviews