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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

414 Reviews of LiveAgent

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  • Colin from Redeem Group

    Number of employees: 201-500 employees

    August 2018

    The best Email and Chat Client Around

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    With a simple UI it helps training people to use the system efficiently. There are several customisation options available also that ensures that it stands out from all others.

    Cons

    It is very difficult to find a fault with the system as any issues I have experienced have been resolve very quickly and efficiently by their support team.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Edda from BP

    Number of employees: 10,000+ employees

    August 2018

    Multi-Feature, Multi-Channel Customer Service Software that Allows Integration and Automation

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    As part of the Customer Service team, we value the support and environment that LiveAgent creates for all of our specialists. Having the ability to provide our clients with multiple channels for reaching us (either by phone, live chat, social media integrations, etc.) adds to the positive experience we can provide. The user interface and knowledge base are simple and intuitive. Automation and integration is easy and seamless.

    Cons

    There’s plenty of room for improvement when it comes to customization. But other than that, the software’s got almost everything any customer service team may need.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Christy from KHSD

    Number of employees: 51-200 employees

    August 2018

    LiveAgent

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The ease of use, the customer appreciation and the ability to solve problems easily and effortlessly. This is an awesome program and would recommend to any entrepreneur or start up pop up business.

    Pros

    This is absolutely beneficial to a company new or old. They are available 24/7 and associates are easy to understand and very easy to work with. It is a Cloud platform and is a cost effective option compared to some other options on the market. Just featuring the LiveAgent logo makes people look differently at the way we promote our business almost as if a trust relationship.

    Cons

    That I have no complaints on product so nothing to fill with least.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Candace from Digital Brinq

    Number of employees: 11-50 employees

    August 2018

    Easiest way to communicate and solve problems

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall a great experience, I've been able to get problems solved and to solve others through the use of LiveAgent.

    Pros

    I love how quick it is when properly implemented. Great tool for connecting and troubleshooting

    Cons

    Sometimes it feels unsafe using a computerized chat when you're talking about high security concerns online

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Great Product

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Great proudct for communication and not hard to use at all!

    Cons

    Sometimes it can be slow, but for the most part it's pretty fast and easy to use.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    August 2018

    Live Agent Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Love that this customer support service offers live chat, e-mail tickets, a call center, etc...

    Cons

    There's nothing I dislike or like least about LiveAgent.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Helpful software for companies

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I love this haelp desk software, it has chat, it's on the cloud but you also can use a mobile app, is really easy to setup

    Cons

    If you want to add aditional users you have to pay an ammount it's not like you can buy a license for unlimited users or something.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Good for chat and Facebook Messenger, not the most personalizable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We needed a chat option that can be used for chat and for Facebook Messenger

    Pros

    The software has an extremely easy to use interface and works well with both Facebook and Chat functions

    Cons

    There is not a lot of configuration for major components, such as analytics or how the chat widget functions (e.g. adding a questionnaire on invitation chats)

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rachel from TalknSave

    Number of employees: 11-50 employees

    August 2018

    Perfect for a Customer Service/Sales team

    Ease-of-use
    Functionality
    Quality
    Support

    It works really well as a chat room and ticketing system. It is really convenient to have everything in one place(emails and chats). I hope they remove some of their ringtones for good but overall i am having a pleasant experience using their service.

    Pros

    Having a chat system has been amazing as it has been increasing our sales.
    Having the emails and the chats all on one server also makes conversing with customers a lot more convenient as we have all of their previous history with us in one place.


    Cons

    It took me a longer time than i would have liked to learn how to use it.
    The ringtones when someone entered the chatroom drove me insane at the start.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Abe from TalknSave

    Number of employees: 11-50 employees

    August 2018

    Amazing service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The easy going platform, easy to know where is everything!!

    Cons

    nothing really, maybe the noises from the chat but thats a minor thing

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • John from GSK

    Number of employees: 10,000+ employees

    August 2018

    Fantastic multiple channel customer service automation application.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The interface is very user- friendly and affordable solution to configure multiple mediums for communicating with the consumers. The application also provides chat and video integrations. The application program interface helps you retrieve account information and billing details. They have added a new feature wherein you can view all the calls and e-mail interactions of a client just in a thread. The application is integrated with most of the social media sites. The searchability feature is very powerful, as it allows an in-depth and detailed search. Reporting and statistics help you get tag reports, and an employee’s average answer time. Allows an employee to personalize his dashboard. You can compare the efficiency of the job done by your team members and yourselves. The prioritizing ticketing helps you check out the one that needs to be answered according to its priority.

    Cons

    The absence of Whatsapp and SMS integration. Bugs encountered while you use the mobile application makes it slower than usual.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    July 2018

    LiveAgent starts out rough, however, it gets easier by the day and is really awesome!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Organization and ease of access.

    Pros

    LiveAgent is hard to use, to begin with, however, after getting used to it - your emails will be organized to the MAX and have no more hassles.

    Cons

    To be honest, LiveAgent was a bit hard to use, to begin with, however, once I got used to it everything clicked and I had a blast organizing emails.
    This program is great for people with OCD.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Bonnie from Surecall

    July 2018

    Easy to communicate with our visitors!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    The notifications when chats are coming in is great so that they can be responded to in a timely fashion.

    Cons

    For what I use it for there is not any cons that I can think of. Sometimes it feels like it doesn't connect very fast to the chat platform but other times no problem.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Gabriel from Profesia, spol. s r.o.

    Number of employees: 51-200 employees

    July 2018

    A complex helpdesk with zounds of features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Liveagent integrates multiple communication channels in one application. It provides numerous plugins and almost countless possibilities for custom rules.
    What I like very much are SLA settings, once again utterly customizable.
    They also have a great 24/7 support :)

    Cons

    Since it is an online application you can really guarantee that e.g. a phone call does not drop or a chat freezes. But it is an issue with every online app and I still think the pros of being it an online app very much outweigh cons.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jennifer from SpeedCommerce

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

    July 2018

    I used live agent in my previous job and I enjoyed using it.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It was fast to complete emails and keep records of customers emails and chats. Chats were easy to do. It made everything we did with it very fast and simple.

    Pros

    I liked that it was very simple to use. We used it for live chat, email, incoming faxes and the ticketing system. Every part of it was very easy to use, simple to learn. I really enjoyed using it.

    Cons

    There was nothing about this software that I really disliked. It was easy to use, never had any problems with it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Muruga from KKMSoft

    July 2018

    Good for providing best customer services

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We can easy to monitor and track the complete ticket status and it will be helpful for us to interact with customers and make them satisfied with our products. Chat option and submit portal customization is very useful and helpful. Restriction given to agent and different department make us very easier to manage the departments and tickets.

    Cons

    Report future is not useful we can't take a report for department wise and agent wise, In excel export, exported data is not useful, it is very diffucult to read and sent to customer and our higher officials, Need improvement in that. In customer portal we can only have privileges to set any department in default we can't make it blank. Because of this our customers some time sent ticket to wrong department.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Arman from Betconstruct

    July 2018

    Using it to create tasks for users

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It's easy to use and is very suitable for middle and large companies with a variety of departments.

    Cons

    I have noticed nothing negative related to Live Agent, it just has a lot of functions and it may take a time to learn all of it.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    July 2018

    Live Agent connects you to the people that matter the most: clients!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Live Agent is a wonderful way to stay connected with customers!

    Pros

    Live Agent offers a few plans to help meet the needs of your business better. We use the ticket + chat plan because it allows us to host a live chat on our website. Its much easier to manage feedback with this plan. We feel that our customer base are much more likely to reach out for help online than to call. If calling is your preferred method, the All-Inclusive plan may be more for you. Sign up for a 14 day trial so you can get a feel for which features would be most beneficial for you. We get excellent feedback from our users.

    Cons

    We did have to spend a day or two in extensive training for our employees when we transitioned to Live Agent. Fortunately, Live Agent made it as painless as possible. Once you get it installed on your server, you will be able to manage tickets and improve efficiency.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Robert from YNG LLC

    Number of employees: 11-50 employees

    July 2018

    Streamlined and good integration

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We use the customizable contact button scripts to manage live vs. offline contacts across several sites.

    Pros

    Integration is not too difficult. We had to do a little customization work but it only took a couple hours for us to deploy without needing our webdev to get involved. I also like the badge and reward structure. It's caused quite a bit of friendly competition in the office.

    Cons

    Many of our sales staff share email, so I'd like to see the ability to personalize user by session rather than by email. Other than that it's been pretty seamless.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Scott from Web Species Ltd

    July 2018

    Very easy to use, day to day

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Controls and administration are quite transparent, likewise the're constantly innovating and enhancing. Aivo's group is constantly approximately the job even when dealing with issues due to our own or 3rd party's systems.

    Cons

    Often the assistance is not as quick as we want, it's good tho. Being a service from the very same partner as the virtual assistant, I expected more interaction

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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