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.



607 Reviews of LiveAgent

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 607 reviews

December 2018

Teresa Herbic from Author, Contract Writer

Company Size: 10,000+ employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

LiveAgent is a Powerful Help Desk Solution

Great help desk offering!

Pros

This is a simple, effective and efficient help desk solution that will ease burdens for successful and swift interaction with customers to resolve their issues.

Cons

I love LiveAgent. It provides a powerful help desk opportunity for companies to interact and solve customer issues with ease.

December 2018

Bryan from Grow Strong Industries

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Does everything we need!

Overall it's been hugely beneficial in allowing our customer service team support customers on platforms they couldn't access before.

Pros

We finally have a place where our customer service team can address questions from all sources: social, email, and live chat (well, except for Instagram but that's not LiveAgent's fault).

Cons

No built-in ability to set on/off hours for web chat without custom javascript. If an agent leaves without logging off, live chat window could stay on all night.

December 2018

Daniel from M3D

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Simple interface and promising features

We used live agent for over a year and the price and features were perfect for what we needed. Overall we had a great experience with the software.

Pros

The savings it generated for our company while reducing overhead.

Cons

The api could use some love but nothing major.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Great product

I like how convenient it is to use for websites to connect with someone right away. when shopping or using a website I like to ask questions or be connected with someone asap rather than a phone call.

Pros

I like how convenient it is to use for websites to connect with someone right away

Cons

sometimes someone is not available to talk to. hours of operations.

December 2018

Frank from Super Closet

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

LiveAgent is Great

LiveAgent has helped organize all our chat with our customers and made it easy and reliable.

Pros

I like the functionality of being able to chat with my customers from all avenues such as social media and direct website.

Cons

It was a little difficult to keep track of chats as multiple were coming through but that may be my user error

December 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Great tool to improve internal performance

It has helped us to better control our emails and improve the quality and on time response

Pros

the design is pretty user friendly and the tool is easy to use.
the features and additional information that provides really help to improve internal management

Cons

I believe it is quite expensive compared with another similar products

December 2018

Jenny from Big Foot Union High School

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

LiveAgent is a great software to use to keep all your communication organized in one spot!

Pros

What I like most about LiveAgent is their customer service and how inexpensive this software is. With all the other software that our business needs, it's great to be able to integrate this software as well at a low investment.

Cons

I've been using this software for a couple months now and I really like what I've experienced so far and can't say that there is anything that I don't like!

December 2018

tomer from Naturalhealthbag

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

My 3rd year using them

Pros

- non ending list of features and whenever you need something customized or speical they are willing to work out with you finding the best solution for you, love them.

Cons

sometimes they have down time and the emails are not always reaching to the inbox (spam)

December 2018

Daphne from Music

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Talking with your fingers

Pros

The fact that its instant and that the conversation can be saved and printed.

Cons

Nothing really, my worse part of the chat is my spelling and not knowing how to put my words to paper.

December 2018

Alex from https://www.sportlife.ua

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Universal Customer Support System

Pros

We use LiveAgent for quick customer support. The tool allows you to communicate with customers in a live chat format. There is a smart spam filter feature. You can monitor Twitter messages mentioning our brand.

Cons

The first drawback of LiveAgent is that the service has problems with displaying a chat on different browsers. The second drawback is that there is no embedded system for evaluating the work of the manager.

December 2018

Amber from Netpeak Software

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Good service to keep in touch with customers

Pros

Using LiveAgent, our agency employees were able to help a huge number of our clients from all over the world. A worthy support service that solves all the technical issues that arise.

Cons

I would very much like to see in the future an improved plugin for integrating LiveAgent on websites. Often there are problems when using the product in Opera and Internet Explorer browsers.

December 2018

Igor from Exadel

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

All in one

Pros

With the advent of the application, it became easier for our employees to communicate with each other. In addition, the program allows you to transfer documents to each other and leave comments. The versatility of the tool lies in the availability of not only corporate communications, but also integration into customer orders.

Cons

Not as extensive integration as some other chat rooms, for example, JivoSite. No cobrause and no notification feature for customers. For all other parameters, the tool is not inferior to popular applications of a similar orientation.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Live Chat ++ Software

Live Agent is a wonderful (and really cost effective) tool to fully provide great customer service to our customers. Before, things were in many different places and we didn't quite know who was responsible for what. Now, everthing is in one place and we can keep track of the status of requests. It's wonderful!

Pros

I really appreciate how robust the feature set is. You can have a live chat on your website, a ticketing system, email support, and even social media support all in one place. I love the ability to have multiple team members gain access to the system and assign different tasks that need to be done for support.

The fact that we don't have to go look in multiple different places to do support is a major bonus.

Plus, being able to organize each ticket with labels and context is a nice bonus.

Cons

I would love to see more native integrations. The only thing it's really missing on our end is a complex integration with teamwork projects (our project management system)..that way everything works together for serving our client.

December 2018

Bharatwaj from DigitalCube Tech Private limited.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

A must buy for all the people who are looking to support their customers

I loved it and will surely say others to try it once.

Pros

There are many things I can list down in the pros
1)All in one- I don’t have to have a different chat and desk combo, this is one for all
2)Many functionality- this satisfies all the things I need and that is sufficient for me

Cons

I wouldn’t add anything as a con for this software

December 2018

Jeffrey from Gorilla grow tent

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Amazing product

It makes life awesome

Pros

I like the chat feature it really helps make life better

Cons

It doesnt have many things i dont like honesty

December 2018

Jennifer from Mel Foster Co.

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

LiveAgent is an amazing help desk support system

I am able to communicate with my users in real time and more effectively. Great product.

Pros

Great customer support platform, up to date technology, user friendly, great pricing, eases your stress from handling everything on your own. Great tool, a must buy for all professionals.

Cons

I cannot think of anything that I didn't like about the software. The only thing that would make it more appealing is if the cost was a bit lower, but it is truly worth it so it is hard to argue with the pricing.

December 2018

Yap from Dynamic Presence

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Stable and Matured Product

Gets the job done in the area of live customer touch point.

Pros

Product works as described and if touching base with your online customers is important in your business, LiveAgent is simple to implement and best of all.. is a stable application with little bugs.

Cons

The UI can be improved to suit a more modern web 2.0 feel but understandable anything visual design is subjective.

December 2018

Chasity from Love & Light Healing

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Freezes Sometimes

Pros

It is a go to platform for interacting with clients but it lags at times or freezes.

Cons

It freezes or lags sometimes which can be frustrating.

December 2018

Gina from FDC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

immediate help

Pros

Speaking with someone immediately, other than a "robot" gives peace of mind.

Cons

Some companies need to train their staff better on customer service while using this program- although that does not reflect the direct opinion of LiveAgent itself.

December 2018

britny from Self Employed

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

live agent reviews

8 out of 10

Pros

the softwear help with convience and tac

Cons

the time it takes to get a agent in the chat