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 2023
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

Grace

Verified reviewer

Retail, 5,001-10,000 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

An efficient customer service dashboard for running many companies

Our previous chat platform had a terrible help system that made using our app a pain. Countless options and features, such as monitoring social media interaction, website widgets, phone/video call modules, a dedicated customer portal, and much more.

PROS

In general, we've had a great time using LiveAgent. With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution.

CONS

There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe.

Reasons for switching to LiveAgent

Our organization has had great success using this tool. As an added bonus, the complete team is able to search the entire chat, and issues can be resolved much faster with the help of a live agent. Their method of communication is dependable and expedites the resolution of tickets.

Vendor Response

Hi Grace, Thank you very much for your kind feedback. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with its features and the benefits it brings to your customer care. Our team is here for you 24/7 in case of any questions or issues, including assisting with the SSL! -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

User Profile

Ezéchiel

Verified reviewer

Construction, 2-10 employees

Used daily for less than 12 months

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

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

4

Reviewed October 2023

Avis liveagent

It's a good customer management software. It works very well

PROS

Liveagent is the best customer management software among many others. It contains several features and its customer service is available at all times.

CONS

The major problem I encountered with liveagent is the inconsistency of its auto-reaction, especially in French. It is very responsive but not too relevant.

Vendor Response

Hello Alfazar, Glad to hear you're enjoying the ease of navigation with LiveAgent! That's something we strive for, so it's great to see it recognized. When you say there's nothing missing and that LiveAgent makes your work easier, well, that's just what we're going for! The fact that we're meeting your needs and easing your process is the best type of news we can receive. Thank you for your awesome review and your recommendations. - LiveAgent Team

Replied October 2023