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.

 

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, Windows 10

264 Reviews of LiveAgent

 

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Software Advice Reviews (19)
More Reviews (245)

Showing 1-19 of 19

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

October 2016

October 2016

I really like LiveAgent so far

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

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

October 2016

October 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

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

October 2016

October 2016

Great but needs some more features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Dustin from OnlineAutoParts.com
Specialty: Distribution

September 2016

September 2016

Genius platform still in it's infancy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Leonardo from Leadlovers - leadlovers.com
Specialty: Software / IT

September 2016

September 2016

Leadlovers feedback

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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 :)

 
 

Jens from pododesk
Specialty: Software / IT

August 2016

August 2016

Not too good in the end.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

arwin from mulmut.com
Specialty: Auto Dealership

August 2016

August 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

 
 

Alfredo from ilovepoker.com
Specialty: Other

August 2016

August 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Claire from CSI Products
Specialty: Distribution

June 2016

June 2016

Good tool for customer support, easy to implement and use

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Dave from Paleo On The Go, LLC
Specialty: Food / Beverage

May 2016

May 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Alexandre from Type 2 Solutions B.V.
Specialty: Software / IT

May 2016

May 2016

Quick to implement flexible product with very responsive support tem

Ease-of-use

Functionality

Product Quality

Customer Support

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...

 
 

Silivu from Smart Cube Systems
Specialty: Software / IT

May 2016

May 2016

SmartCube Evaluation

Ease-of-use

Functionality

Product Quality

Customer Support

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

 
 

Alex from Vella Technologies
Specialty: Software / IT

February 2016

February 2016

Seamless and immediately effective.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Chris from Electrix
Specialty: Manufacturing

January 2016

January 2016

Good value for money but with a few annoying features

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Rich from SupportAgentz
Specialty: Software / IT

January 2016

January 2016

Reliable and reasonably priced

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

About 6 months ago, we showed a need to take care of our new and also existing customers by reacting to their customer queries. We made some statistics, found information about companies, which provide help desk software and took a lot of time for research. We looked at user's recommendations, price, quality and at the end we decided to go with LiveAgent. Top view looks simple, but the whole software is developed into details. Agents didn't have any problems with getting used to work with LiveAgent. Now customers can simply contact our staff anytime and they will receive a response in a short period of time. They can contact the company not only with problems, but also with requests and suggestions. Agents can manage the whole communication from one place. Options like: "Forum" or "Feedback" help us to stay in contact with customers. Top product, which connects companies with their customers in a clean and elegant way. Will be exploring more LiveAgent functionality in 2016.

Likes Least

There really hasn't been any major issues. We've run to some bugs but they were resolved. We've requested a couple of new features and are waiting to have these implemented.

Recommendations

Take the trial, setup your emails and customer portal and forum and start doing customer service like it's 2016. There really isn't anything that you can loose. The price for the software is nothing compared to the price of salaries of agents.

 
 

Miguel from Neblab
Specialty: Software / IT

January 2016

January 2016

It is great for company's support

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We heard about LiveAgent from company's collaborators, who use it longer. We are satisfied with LiveAgent, especially with opportunity to contact customers through modern online social networks like Twitter and Facebook, besides calls, email or live chats, since our target group of customers are people aged 20+ and they use these networks daily. Secondly, agents respond quickly, because they can easily recognize the type of the request. They can always find previous problem solutions and apply them again in similar cases using LiveAgent. I recommend it to everybody! It is great for company's support.

Likes Least

Just two theme designs, it would be great if we could choose from more various themes.

Recommendations

Try it! I'm sure you will love it, super easy installation + many features available.

 
 

Peter from HERRE Patent
Specialty: Legal

December 2015

December 2015

Comprehensive all-in-one helpdesk solution with live chat ability

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We have been looking for a suitable solution to advice the visitors arriving at our website so that they get support at an early stage. One of our main goals was to protect the data of our visitors so that we could only consider solutions hosted on an own server. Live Agent is available both as a cloud service and a self-hosted application. Live Agent is a comprehensive helpdesk solution where many different channels are bundled within one application: live chat, e-mail support, knowledge base, Facebook integration, a customer portal to review submitted tickets. Even if one operates a ticket system and only needs a live chat extension, the live chat provided by Live Agent can be integrated into an external ticket system by means of REST API calls. Great software that is constantly improving with a development team that is listening to the feedback of their customers.

Likes Least

No specific interface to integrate with the Odoo ERP solution.

Recommendations

If you already operate a ticket system, consider a proper integration of a separate live chat or helpdesk solution into your existing business environment to avoid a plurality of systems to be operated in parallel.

 
 

Nick from SmashingTeam
Specialty: Software / IT

November 2015

November 2015

Constantly improving app with an exceptional feature to have it instal

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Price;
Installing on own servers;
Customer Support;
Additional Plugins;
Complex solution for chat, mail, calls (via twilio), social networks(fb, twitter), knowledge base, client base, ticketing system, support portal, forum;
Application for mobile platform;
Integrations with other services;

Likes Least

Sometimes slow;
Only 2 roles Admin\Agent (no ACL);
Sometimes statistic is not correct;

Recommendations

I've been searching for a complex solution that would cover our company needs (ticketing system, chat, calls, mail, social networks, knowledge base, client base,. Live Agent seemed to be a perfect solution. Especially for it's price-quality-functionality ratio. What I like is that LiveAgent is growing and become better and better. What I wish it to grow faster, as there are still some missing features. Overall I can recommend it!
If you are looking for a something that will bring your support on the next level - Live Agent is definitely A MUST GO solution. You will have a service that covers pretty much everything you need like chat, calls, fb, twitter, mail, knowledge base, client base, ticketing system, support portal, forum

 
 

Andrew from Reatly Trust Services, LLC
Specialty: Real Estate

November 2015

November 2015

good idea. interface had some issues as of 12 months ago

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

i liked that you could clearly see if someone had responded to email and we had clear stats as to responses.

Likes Least

it didn't have clear stats as to who was closing tickets.
there was an editor bug for months that made ticket responses maddenly slow.
the default reply all caused some embarrassing moments.
i wish it could be changed so that it could be used for both personal email and ticket responses.

Recommendations

give it a try. the cost was right. install it and take a look at it.

 
 
 
Showing 1-20 of 245

Jose from MCM
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Easiest way to set up live chat and customer service is second to non

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great way for me to help our customers.

Pros

Customer service is excellent and know if I have absolutely any problems, then their customer service team will get right back to me and not just skim my support request. The software is also pretty inexpensive and very easy to integrate live chat on our website.

Cons

There are a ton of features and while this is great, it also means that it does take a little time in learning everything you can do efficiently.

Review Source: Capterra
 

Jared from Nextphase, Inc.

November 2017

November 2017

very nice solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Great value. Easy to configure. It handles multiple email addresses. We have used their older version for years and years.

Cons

It could use multi-brand support. It really doesn't have any cons. No, really. It is easy and handles multiple email addresses.

Review Source: Capterra
 

Martin from FLAGA, s.r.o.
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Very helpful and user friendly software for small and medium business, especially for Customer Care

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Better overview of the workload, good instrument how to control the quality of the e-mail/chatt answers of each agent, useful reporting data

Pros

Good Reporting of the workload, user friendly interface, many tools and functions, gamification of the interface which promotes the users

Cons

Use the application too short to report some faults, but whe had some difficulties to set all the advanced features, some manuals or instruction videos would be helpful, nevertheless customer support is very helpful and professional

Review Source: Capterra
 


November 2017

November 2017

reasonable price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

save resources for developing chat tools

Pros

easy to embedded on my web. multiple design for chatboard and chat button. comes with knowledge based for customer Q&A.

Cons

- lack of api documentation. - take constant bandwidth connection to check online/ offline status. -

Review Source: Capterra
 

Henry from Motionwave Technologies
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

we have just started using this for the last few months. have not had much experience with it yet

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Live support for our existing customers and any potential customers

Pros

can integrate with facebook chat so we do not need to have other software to capture facebook message

Cons

Price is not competitive. If you compare with other software, price is not competitive. It will be good if we can get cheaper price

Review Source: Capterra
 

Luis from Cable & Wireless Panama

November 2017

November 2017

BEST CUSTOMER SUPPORT EVER

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

If you have no cons to state, why put mandatory 100 characters to fill up? But i guess is how the user configured it.

Pros

What makes LiveAgent stands over the other livechat platforms is the superb customer service and the customization level it has.

Review Source: Capterra
 

Natalia from DECENT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

I use Live Agent every day either web desktop version or mobile App.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

to easily speak to our customers at one place

Pros

It is easy to use and it is very user friendly. The knowledge base has nice functionalities.
very good customer support experience.

Cons

The knowledge base could have more features, and better and more themes for it. More guides inside the software could be also fine.
App Live Agent is still very small, I miss predefined questions in there and also more other settings to set up it while I am away of my computer.

Review Source: Capterra
 

Nabil from Mobility
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Seamless experience with easy migration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Increased productivity in Ticket Solving.

Pros

The ease of resolving issues/tickets, with great user interface. Navigating in agent portal is relatively easy and intuitive.

Cons

No gamification elements in Base plan. Guide during first log in is some what lacking of detailed explanation.

Review Source: Capterra
 


November 2017

November 2017

Excellent product and value

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The solution offers many features that would cost much more for other support solutions from my experience.

Cons

Would like to see additional enterprise features such as integration with code versioning tools to support debug and software deployment process.

Review Source: Capterra
 

Siddhartha from Fusionbpo Services

November 2017

November 2017

So far I haven't faced any issue, it is easy to maintain, and available report are also good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I am using this for one of client. Email Ticketing System is good option to manage day today customer requirements.

Cons

Notification system. If we have a way to configure it in outlook and if you can received a email notification for a ticket at our outlook.

Review Source: Capterra
 

Brandy from Cory Michelle International

November 2017

November 2017

So far our experience has been good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease

Pros

Being able to keep track and easily search and find emails is what we like most so far about this software.

Cons

It would be nice if we didnt have to log into a different program then where our email is received in order to use the software

Review Source: Capterra
 

Christiane from UrbanPlus

November 2017

November 2017

We use LiveAgent to support an online documentation system, the experience is so far good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
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Value
Support
Pros

It helps us to organize work better and to quickly address tasks to the responsible member of the team while each us of can be Aware who does what. Also, it allows us a quick categorization of incoming tasks and communication.

Cons

It is not really self-explaining. As a social science reserach and consultancy team, we would have been lost without expert support that we employed to instal the software and train us.

Review Source: Capterra
 


November 2017

November 2017

With LiveAgent you get value for money. Great for teams on a budget.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Support

We were able to build a multi-domain ticket desk for multiple agents on a small budget.

Pros

LiveAgent offers a lot for a low price. We chose LiveAgent to set up a multibrand ticketing system (multiple domains), which it does very well and better than some of the higher priced software out there. In short, here are my pros:
- Easily set up multiple domains and customize signatures for each domain
- Easily set up folders and filter tickets on many different criteria
- Slack integrations. One we used was to get a notification in slack every time we received a ticket in the "New" folder
- It doesn't send emails to Spam (I've tested other help desk solutions, and we've had to deal with emails from customers just going to spam because of the provider's spam folder).

Cons

- It automatically assigns a random ticket code such as [XZJ-OHE] to each email which we didn't want.
- If you're going to send emails to many recipients within the same ticket and one of them replies, you can't hit reply to that person because ALL recipients originally included in the ticket will receive that reply. You'll either have to remove all email addresses or split the ticket.
- The text editor: It does have many features like change text font and size, include links, special characters, block quotes etc, but it often reformats text and doesn't display the ticket the way that the customer will receive it in their inbox. The text format changes after sending.
- The image editor for signatures is buggy.
- Support wasn't great. Every time we contacted support they just gave us standard answers and didn't bother going the extra mile.

Review Source: Capterra
 


November 2017

November 2017

Solution is well thought through and significantly increased customer satisfaction for us.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Quality
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Support
Pros

The interface is beautiful and was easy to setup. The ability to track help desk tickets across multiple vendors has been awesome. We are able to answer 30-40 tickets per day, try doing that with email!

Cons

Doesn't work with our marketplace software (CS-Cart). Currently, customers must make two accounts (one for the marketplace and one for the help desk). This could however be fixed since there is a well documented API from LiveAgent.

Review Source: Capterra
 

Greg from Software Mission LLC

November 2017

November 2017

We found it a better fit than Intercom

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support

This is the easiest and most intuitive Customer Service software.

Pros

I like that it is centered around email first. The chat program is very good as well. We have found it easy to set up.

Cons

The UI can is a bit cluncky. This has almost a DOS look and feel. I think sometimes getting to past chats could be easier as well.

Review Source: Capterra
 

Deborah from Halo2Cloud LLC

November 2017

November 2017

Launched LiveAgent & already seeing a drastic improvement in our ability to manage customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Gives our entire customer service team and management team the ability to manage all of our customer service channels from one dashboard.

Pros

Ease of use. Functionality. Ability to tie diverse customer service channels (phone, email, social, chat) into one dashboard. Give us the ability to easily manage our customer service team and to increase our responsiveness to customers.

Cons

There were some glitches when we were installing the software but the support team was amazing. Waiting on the phone integration, which is not a big deal. Our customer service team is able to work with the platform and still leverage it to track the calls.

Review Source: Capterra
 

David from ProRealty.io
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Breath of Fresh Air when switching from Fresh Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Customer service is much improved with ProRealty.io since we implemented the use of Live Agent. We are able to track exactly what is happening with each open ticket. I highly recommend this product.

Pros

Easy to find tickets, color coding tags, excellent customer service, easy to find tickets, ticket tag is underneath the messages not on top like other programs, excellent reports to review team's performance, and gamification to make customer service more fun and productive.

Cons

phone system is difficult to set up and requires programming, but this feature is supposedly coming soon to set up more easily.

Review Source: Capterra
 

Vanessa from Kaleido Health Solutions, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Very simple and intuitive platform that my team will be using for customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

We like the ease of use. The ability to format it to meet our needs. The reporting is also very helpful-- it allows us to keep track of the kind of issues that are coming in so we know how to monitor it in the future.

Cons

One thing we would like to be able to do is the functionality in which we could integrate reviews from the Apple Store and Google Play. This is another form of customer service and it would be great if there was a way to integrate the two so all aspects of customer service were being funneled through the platform.

Review Source: Capterra
 

Shannon from MSG

November 2017

November 2017

Great product that surpasses competition

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Fits the needs of our company, with both chat and email support. Ease of accessing canned answers to lower response time. Low cost.

Review Source: Capterra
 

Dan from GFX International

November 2017

November 2017

LiveAgent is the only product we found that had all the features we were looking for.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Instead of tracking request in email for multiple accounts LiveAgent allows us to see who is working on what all in one place. Plus we have the ability to report on the volume of request and we have insight to our peaks and valleys over any period of time.

Pros

We compared and tried a lot of products that had the capabilities to do tickets and chat with in the same system. Other systems either mainly focused on ticketing or chat but not both the way LiveAgent does.
Very easy to use.
Stable.

Cons

We use LiveAgent for internal and external customers and it would be nice if we could completely disable the customer portal for external customers.
For chat have a way to remove the save transcript option.

Review Source: Capterra