LiveAgent

RATING:

4.7

(1574)

About LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. 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 the ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between ...

Awards and Recognition

FrontRunner 2024
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

LiveAgent Pricing

1-month free trial, no credit card required, no contracts. Subscription plans: Free: $0/agent/month Small plan: $9/agent/month Medium plan: $29/agent/month Large plan: $49/agent/month Enterprise: $69/agent/month

Starting price: 

$9.00 per month

Free trial: 

Available

Free version: 

Available

Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love.

LiveAgent Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for LiveAgent

1 - 5 of 1,553 Reviews

Radek

1 employee

Used less than 6 months

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

OVERALL RATING:

5

Reviewed August 2022

Once of the best and straightforward platforms.

User Profile

Stely

Verified reviewer

Retail, 10,000+ employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed August 2023

Excellent value for the money

Keeping track of time and generating reports is the biggest perk. In the past, we were flying blind, but now it only takes a few minutes to identify which divisions are overburdened and straining. Live chat has helped us speed up our responses to consumers.

PROS

We find the LiveAgent's ticketing system and knowledge base to be particularly useful due to the high volume of inquiries we receive. Our team members share tickets fairly, and they may communicate with one another to offer quick support. Self-service options are now available, allowing us to give support around the clock.

CONS

The Only little issue I've had with LiveAgent is the way it indents replies to emails by using a >. This is something I can live with, and the benefits certainly exceed the drawbacks.

Reasons for switching to LiveAgent

LiveAgent is a flexible help desk software that supports different languages and brands. LiveAgent allows our organization to engage with consumers in many brands and languages, while also keeping everything organized for all of our customer service team members. Few help desk software programs are capable of this. Compared to our previous help desk software, Zendesk, LiveAgent is far more cost-effective, and it includes many functionality that were previously only available as part of more expensive premium upgrades.

Vendor Response

Hey Stely, We appreciate your feedback. It's great to hear how much our ticketing system has positively impacted your workflow, especially with your high volume of inquiries. It's all about helping your team communicate efficiently and providing quick support. Happy to know our self-service options are providing round-the-clock assistance to your business. Thanks for recommending us! -LiveAgent Team

Replied August 2023

User Profile

Christian

Verified reviewer

Health, Wellness and Fitness, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed July 2023

Our support communications are centralized with LiveAgent

The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.

PROS

It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.

CONS

The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.

Reasons for switching to LiveAgent

With LiveAgent, all of an organization's agents can access and respond to a central support email inbox in addition to their own personal inboxes. It's also beneficial that the agent has a dashboard for monitoring answers and task performance.

Vendor Response

Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team

Replied July 2023

Ben

Retail, 11-50 employees

Used daily for less than 2 years

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

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed February 2020

Significant Value for the price

PROS

Price, Excellent customer support, large amount of features and functionality

CONS

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Reason for choosing LiveAgent

Price, functionality, control

Reasons for switching to LiveAgent

Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Vendor Response

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

Replied March 2020

Philip

Information Technology and Services, 201-500 employees

Used daily for less than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2023

Real time chat and 24/7 customer support with Liveagent

Communication has been enhanced thanks to the real-time chats and friendly and easy to use interface.

PROS

I like that it is possible to get real time chat with LiveAgent and their customer support is proactive when we face issues.

CONS

I have not experienced any issue with the tool and my experience has been nothing short of amazing

Vendor Response

Thank you for the stellar review, Philip! :) We're thrilled to hear our real-time chat and proactive customer support meet your expectations. If you ever encounter any issues or need assistance, remember we're here for you 24/7. - LiveAgent Team

Replied December 2023