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.



656 Reviews of LiveAgent

Overall rating

4.67 / 5 stars

Filters:

Showing 1 - 20 of 656 reviews

March 2017

Sergey from website builder uKit

Company Size: 51-200 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

March 2017

I like Live Agent as a product and environment for the work of the support team.

Pros: easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app What could be improved: poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it) We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Pros

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

Cons

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

April 2017

Matthias from Insypro

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2017

Not the cheapest solution around, but probably one of the best.

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best. We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do. Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed. The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language. I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit. And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have. Give them a try, they have a free trial.

Pros

Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Cons

Short cuts in rich text area are conflicting with the ones in the application

July 2018

Andreina from Urbit

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

An excellent platform to offer customer service

Satisfied customers and time saving.

Pros

At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.

This program contains all the tools you will need so that your clients receive support in a timely manner.

It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.

Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.

On the other hand you can customize the portal support with your brand.

You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Cons

There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

July 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

We used LiveAgent for live chat with our customers for our e-commerce website.

LiveAgent is a holistic solution that allowed us to not only manage our website live chat and customer support requests, but also functioned as a CRM system for managing all of our customer contacts. It was very easy to setup a basic implementation, and we saw immediate benefit via decreased customer wait times and quicker resolution of customer issues.

Pros

LiveAgent is not only live chat software, but is also a CRM which can help to manage your customers and contacts. It supports a variety of integrations like email, phone, websites and social media. The setup is highly configurable, allowing users to tailor the software to the specific needs of their business. The user interface is very clean and easy-to-use, yet it also allows for customization. LiveAgent has a spectacular support team, and they were easy to get a hold of, and they always quickly resolved any issues that we were experiencing.

Cons

The cost can be prohibitive to smaller companies that don't have extra budget allocated for live chat. It is difficult to manage the routing of chat requests and support tickets with a larger team, because the options are limited to assigning to departments, so if you want all requests to go to a person/group, they would need to be added to all departments.

September 2016

Dustin from OnlineAutoParts.com


Ease-of-use

4.5 of 5

Value for money

4 of 5

Customer support

4.5 of 5

Functionality

3.5 of 5

September 2016

Genius platform still in it's infancy

Pros

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.

Cons

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).

November 2017

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2017

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

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.

May 2017

Chris from CLN/DTES Web Services & Solutions

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2017

Just the best there is...there are only pros in my mind.

The ability to offer superior customer support to my clients. It allows me to have more than one way to encourage interaction from my clients....which is important for me to improve and give the service I want.

Pros

I have tried all the various help desk solution. Bar none, LiveAgent is the best and the best in terms of support and responsiveness. In my books, it is truly the best customer service management system available. Full featured, everything you need to offer support to clients/customers. Chat, Video, Phone, Email, Support Port, the works!!!!. All the features of LiveAgent meet all the needs for delivering an efficient customer service experience It means I am offer top notch customer support.
To top it all off, customer support from LiveAgent is top notch. All my questions are always answer promptly and including all the relevant info needed. No issue gets unsolved or unanswered. The staff at LA cares about their clients and have bent over backwards to help me to be able to provide support solutions for my new business directory project.
I would wholeheartedly recommend their services and or software to anyone that's looking to take their customer service for their business to a whole new level.

August 2018

John from GSK

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

August 2018

Fantastic multiple channel customer service automation application.

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.

August 2016

Corey from Music Pros Live

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

August 2016

Incredible Support Software for Every Online Business

I started using LiveAgent for one of my first online companies. Our customer base was well in the 100s of 1000s. Therefore, I opted to use the white label solution that integrated nicely with our user interface. I was quite surprised how inexpensive it was to comparable solutions. For these reasons, I have integrated into four of my companies...one being in a different language (Russian). This is an incredible product and I highly recommend it anyone starting a company online.

Pros

I enjoy the user interface. It utilizes the latest design/development techniques. I also love the cost of the product. It's priced way below comparable solutions. Lastly, I love how you can deploy the software with multiple speaking languages.

Cons

I don't like having to continue paying for extra users. I would rather have unlimited users, especially since we are running the software on our servers.

Response from QualityUnit of Quality Unit LLC

Replied August 2016

Thanks for your feedback about LiveAgent. We're glad you're satisfied with LiveAgent for more than 2 years now...

July 2018

Anonymous

Verified Reviewer

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

5 of 5

July 2018

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

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.

August 2016

Lynette from China Great Wall Computer

Company Size: 10,000+ 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

August 2016

Great Choice for Small Team

Among the paid support system available, I find that LiveAgent is worth the money for small teams, given the functionality available for the packages.

Pros

I like that I can have all the multi-channels (social media, knowledge base, ticket system, live chat) I use for just one monthly pricing. The package includes three agents, so the pricing is perfect for us. I can do a lot of design and layout customisation according to my liking.

It's also a great that my customers can have their own log in to view their support tickets. The best part of all is the amount of integration available with the other tools I use for CRM, marketing, etc.

Cons

As much as having 3 agents included in the package is great for small teams, adding the 4th agent at the equivalent price of the original package seems to be rather costly in a way which is preventing my company to add more agents to our account because it doesn't seem worthy money-wise.

Response from QualityUnit of Quality Unit LLC

Replied August 2016

Thank you Lynette. I really appreciate how you¿ve taken the time to send us positive notes on LiveAgent.

August 2018

Praveen from Accenture

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

August 2018

LIVE AGENT: ONE OF THE BEST HELPDESKS

Pros

This application provides a platform that helps in combining one or more channels into a single and compact package. Firstly, its GUI is very simple and easy to understand i.e. you can operate it with a short learning curve and secondly, it is very reliable with excellent customization. Its working is nice with a lot of flexible options. It also supports self-service. You get all this at a very reasonable price i.e. anyone can try it as whenever he/she wants to do. I prefer this as it is very easy to implement in very large teams as well as one can manage social channels also. Really Great!! Its pricing structure is also very good. It has some other function also which are amazing. Wanna know, here are they: postpone ticket feature, inbuilt live chat, phone as well as chat integration, multiple customized view, etc.

Cons

This application also has some negative aspects. Its search is not perfect and accurate. Its mobile app needs statistics agent. WhatsApp integration is not available which is a very big problem. Sometimes bugs occur which results as a barrier in workings. Problems about its loading and lagging should also be kept in mind. Its Spanish translation is having some grammar as well as spelling mistakes. Lastly, all its functions are not organized as some of them are hidden.

November 2018

Keyana from IntuitSolutions

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

November 2018

Great helpdesk support application for small home business

Great customer service on their end, and their service offers a ton of great features that I didn't think I'd need at first, but after just a little while, I quickly came to appreciate all the functionality I get, for such a low price.

Pros

LiveAgent lets me interact with my customers in real time, integrating a knowledge base to help me and my team of just 2 others, solve customer problems much faster and way more efficiently than any other customer support platform I've used to date. The set up process is very easy, and I love the all-in-one inbox . I'm sure to never miss any support tickets or requests, which was sometimes a problem with other similar apps I've worked with in the past.

Cons

Honestly, there are no pros. The price point is pretty solid - after all, it's just myself and 2 reps for my small business - but even if I had a larger support team, LiveAgent doesn't break the bank.

Response from QualityUnit of Quality Unit LLC

Replied November 2018

Hello Keyana! Thank you very much for the honest review of your experience with LiveAgent! We are always happy to see that our customers are satisfied with the solution we provide and their business is able to grow thanks to the customer support. :) Have a great day! - Andy

April 2018

Pratima from American Heart Association

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

LiveAgent is fun and easy with great features

Pros

I really enjoy the "earned badges" that displays what stage each agent has come to based on their customer service. I also like that we can customize almost anything in regards to how the chats are routed and the greeting for each agent to customer. I also like that we are able to see what the customer is typing while they are typing which gives us an opportunity to find their information and possibly a solution before they even hit send.

Cons

I haven't used the program long enough to find something I dislike. Or, maybe there isn't anything that I dislike. The only thing that I can think of is that it will answer a chat automatically for me and not alert me that it has done so therefore, I don't know that there is a customer waiting for me to help them which can cause a bad review for me. I also don't like that we can't change the word "Rebuke him" when asking for a review from the customer for each agent. We should be able to customize where it says "Rebuke him or "Reward him". I don't like the word rebuke and we are not all "hims".

October 2018

Jarvis from BlackOpzFX Labs

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

October 2018

Makes Multi-Platform Client Support Effortless!! - Amazing Software

Pros

I LOVE the fact that it unifies your multiple email and client LIVE chat channels. In my case I wanted to create a single unified support channel for multiple websites that I manage. Live Agent makes it effortless in usage. Its actually a wonderful thig to see in action. In fact I'm actually downplaying what for most would be its greatest strength - LIVE CHAT!!

My main usage is creating on-page 'Contact Us' forms. I also was able to add LIVE chat to my Wordpress site by simply installing a plug-in (they support many integrations). Very slick since you have the option of using it as a floating 'Contact Us' us form by not making any agents available for LIVE chat and contact response instead. VERY nice feature thats easily imlemented

Cons

My only very minor gripe is the lack of HTML signatures but thre is a script based workaround that fills the bill for smaller agencies so it depends on the importance of that for you. You can still create easily text based signatures. In addition the number of options can seem confusing at first glance but after setting up your first couple accounts you'll 'understand' the software and move around it easily.

If fact the more I play with it the more cool features I discover. Very easy to get on-boarded yet filled will more potential. Very nice piece of productivity software.

May 2018

Tim from Conversion Logix

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

A great all-in-one solution

Pros

This program has been a great solution for our team as an all-in-one problem solver and customer support center. By allowing us to use canned messages this software was a real game changer and saved us countless hours and mistakes. I would recommend this product to anyone searching.

Cons

The set up of this product can be a little more technical than some people are used to and getting up and running with this software was a little more hands-on that we expected. There are a few things that we would like to see changed but they are minor compared to how well this product works. The biggest issue we have is that we wish we could use the translator in chat. That would be a huge plus.

November 2018

Lilith from Betconstruct

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Live Agent

LiveAgent is perfect way to stay in touch with your customers, We are using this program futures fully. it's perfect way to connect with customers in real time mode by using livechat function. Especially I like that LiveAgent platform also allows us to connect with customers by email accounts.

Pros

It's a convenient program for chatting with clients and writing them emails, it has quite a lot of functions that can be easily learned.
I like the functionality and flexibility of Live Agent.

Cons

Honestly I don'y like design of the program, the dark and light themes are little bit "outmoded", and the new "beta"panel theme is too bright and uncomfortable (especially when you are using tagging system).
Also, the price, in my opinion it is expensive.

September 2018

Tevin from India Today

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2018

Simple and easy to implement platform for our support team.

Pros

We have LiveAgent chat service enabled to our website. It offers everything under one application. Choosing LiveAgent is mainly beneficial due to the reason that we didn't have to go to any other services to offer better customer service to our online customers. It allows social media integration which helps the chat agents to see and reply to tickets/comments they receive through all the social media. Tracking the working hours of chat agents is just an automatic process which ensures quality and efficiency. LiveAgent is the best choice for any type of organizations that mainly do online business.

Cons

Not an economical option for small companies. A need for such a reasonably huge amount towards customer support is painful for startups and small companies. We were not able to create separate groups for each department to determine which tickets/chats should be assigned to each of them. When we contacted the customer care, they say this kid of option is available only with an enterprise plan which costs way more than what we were paying.

January 2016

Rich from SupportAgentz


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2016

Reliable and reasonably priced

Pros

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.

Cons

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.

November 2018

David from Volterman Inc.

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

November 2018

New company - but only ever one option

I have used LA since 2011. Whenever I get the chance, I use it. I have successfully installed it on companies ranging from 9 to 125 agent seats. and it is my 'go to' application. Yes, there are tiny bugs, like any platform, but they are always quickly updated and resolved. In 7 years of using (and suggesting) LA, I've only had one bad experience with their customer service (and, OK, it WAS poor service), but it was quickly spotted and dealt with. Simply put - If you are reading this review - you have found the CS platform you need, with the support you deserve.

Pros

Live Agent (LA) offers 'everything' for any size CS operation.|
Their support is always fast and friendly.
It simply 'works'

Cons

Some internal rule options could be added to expand the options.

Response from QualityUnit of Quality Unit LLC

Replied November 2018

Hello David, what an honest review, wow, thank you for being with us for the past 7 years! Here's to another 7 (at least) and a lot of happy customers :) Take care, Andy, LiveAgent