LiveAgent
Review of LiveAgent Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About LiveAgent
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LiveAgent Features
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Customer Reviews
See why people love LiveAgent
Dale C.
Verified UserE-Learning · 2-10 employees
So far so good...much better than what I was doing before.
Good so far. It is a little early yet and I haven't explored all the capabilities as much as I should have, but overall am pleased with the investment.
- The ability to create trackable tickets as opposed to email strings that would get lost in the pile
- This has resulted in peace of mind, for the most part knowing I haven't forgotten about a customer that is needing help
- The same as what I like most: I would like for a color coding capability that indicates when a follow-up is needed
- Right now I have to look at when whether the ticket has been resolved
- Would be nice if it flagged
Why they chose it
"The person who helped me last fall through a demo was convincing, although I didn't sign up at that time. Kudos to her."
Ishant S.
Verified UserComputer Software · 2-10 employees
An effective and reliable Helpdesk solution that made our customer support more simplified.
The general experience with LiveAgent was very positive. It has also simplified the process of our marketing and client success departments in their communication with the customers so that they get observed and addressed at the right time and in a personalized manner. The single ticketing system has greatly cut down response time, and enhanced interdepartmental cooperation. The reliability of the platform is also something that we enjoy, it is stable, safe, and constantly enriched with the meaningful improvements. Since the onboarding till the everyday practice, LiveAgent has turned out to be a reliable tool that provides a real value to our customer engagement strategy. It is a great option when a company should enhance its internal efficiency and the satisfaction of clients.
- The best part of LiveAgent to me is the ease with which it gathers all communication channels with customers in a central place
- The ticket management system is highly intuitive whereby our staff is able to respond to any client inquiries in real-time through email, chat, and social channels
- The navigation on the platform is easy and new members of the team learn to navigate through it within a short time
- In terms of management, the reporting tools will be very visible regarding the performance of agents and client satisfaction
- Their customer care team is also responsive, well informed, and sincerely committed to working towards the success of businesses
- On the whole, LiveAgent is a great value company at any price to any company that wishes to take its customer support business to the next level
- Although LiveAgent is doing very well in general, it still has a few things that can be improved
- The mobile application is functional, but sometimes it is not very fast in handling a variety of tickets or switching between the discussions
- Some more enhanced report and dashboard customization features would be useful as well when it comes to data-driven teams such as our one
- Besides, the first installation takes certain time to program workflows and automation rules to the point that it is perfect, however, once it is established, the system is flawless
- Such are small inconveniences in the sight of the value it renders
Switched From
Our company required a unified, multi-channel customer support system that would form one platform that incorporates email, chat, and social media. LiveAgent also had superior reporting, quicker response and easy interface, which made it more effective in our marketing and customer care activities.
Richard v.
Verified UserLeisure, Travel & Tourism · 11-50 employees
Live Agent is practical
From the getgo, it was self explanatory .
- Ease of use , control functions and setup
- Not much to say
- Perhaps slight delay in logging in
Switched From
Sometimes it would glitch and it took time to sort out
Why they chose it
"Definitely the reviews"
Markéta N.
Verified UserRetail · 51-200 employees
Live agent - Modern solution for our multichannel communication
We are very satisfied with LiveAgent overall. Implementing the system has significantly simplified our day-to-day customer service management. By centralizing all communication into a single queue, we now have a clear overview of all tickets, nothing gets forgotten, and it's easy to distribute workload across agents and teams. We especially appreciate the high level of flexibility, which allows us to adjust most settings ourselves without needing assistance from support or IT. This saves us both time and costs. Features like IVR, detailed reporting, easily customizable templates, and simple chat integration allow us to tailor the system to the needs of each brand or country we support. As a result, we’ve seen a notable improvement in performance, for example our SLA has increased from 80% to 97%, and our average response time has decreased from 24 hours to approximately 6 hours. LiveAgent gives us full control over our customer service and supports our commitment to delivering an excellent customer experience.
- - Unified inbox for all channels
- We used to switch between emails, phone calls, and social media, but now everything is in one place, and no ticket gets forgotten
- - Self-management capabilities
- When launching a new country or brand, we can easily connect an email inbox, set up departments, templates, IVR, and even phone numbers ourselves – without needing any support from LiveAgent or our IT team
- - System flexibility
- Everything is clear, easy to configure, and allows for quick adjustments based on current needs
- - Powerful features
- IVR, well-structured and customizable reporting, smooth chat integration and styling, automation, and templates
- - Balanced agent workload
- Having a clear overview of work across departments and agents allows us to distribute tasks more evenly and avoid overload
- - Time and cost efficiency
- Since we manage everything ourselves, we don’t need external support or integration services, which saves us both time and money
- We haven’t encountered any negatives with LiveAgent during our usage
- The system fully meets our needs
Switched From
All of the reasons above I have written in the review
Why they chose it
"We chose LiveAgent based on a combination of key factors. What impressed us the most were the extensive configuration options, user-friendly interface, and features such as IVR, detailed reporting, and easy chat integration. A major advantage is the ability to manage most of the setup independently, without needing external assistance – saving both time and costs. LiveAgent allowed us to unify communication across multiple channels and brands, which brought more clarity and efficiency. Last but not least, the excellent price-to-performance ratio played a big role – considering everything the system offers, it’s a highly competitive solution."
Bryan C.
Verified UserInformation Technology and Services · 2-10 employees
Simple IS better.
Im going to suggest this platform where ever i go. There isn't a simpler software that could match LiveAgent.
- i really think that Helpdesk saas companies really tend to overcomplicate the ticketing software model to both justify the price as well to get some kind of edge up on competitors, when really all you need is the simplicity of tracking the actual open close of the ticket
- I just dont always see a benefit of spending 60% of the time of a ticket trying to move the ticket along a pipeline instead of on the actual issue its self
- I really enjoy the simplicity of liveagent as well as how easy it is to recall old tickets
- Im not going to care about which technician moved ticket #9492384 to the state of "Out of Office" in 3 months from now
- no i love clicking the search and typing what i need and opening the old tickets of what i need
- Plus making a ticket is as simple as emailing the relay, or clicking + and making a ticket with 3 questions, not 40 REQUIRED fields
- When a CUSTOMER gets a reply from an email the old emails shown as a thread are too hard to read with every line indented with a > to show history
- i dont like it
Why they chose it
"SIMPLE, nice UI, ease of email setup. Basically how the product worked for our company and what we expected and didn't expect of integration. We still wanted control over our helpdesk, and if its via email we can still operate outside logging in."
Verified Professional
Biotechnology · 51-200 employees
LiveAgent Ticketing System
Using LiveAgent to review tickets and write Knowledge base
- Very simple to use, with a very small learning curve
Lacking some of the major features from other competitors, like the ability to customize your reports
Switched From
LiveAgent is used by a Different Team and needed to switch
Robert M.
Verified UserTelecommunications · 2-10 employees
Support Engineer
Verified reviewer
- Cheap and easy to navigate
- The postpone button is a good tool that can be used always to minimize tickets
- There is no option to "forward all" the email thread
- It is a bit hard to edit a table because there is no option to delete rows or columns
Switched From
Zendesk is too expensive compare to Live agent.
Brett T.
Verified UserE-Learning · 2-10 employees
It's great to see the improvements ...
Really enjoying learning the new features and improved versions of the old ones. Is not too complex to work out the set-up and Support are readily available. One thing I have noted is that LA has been a round for years in this space and have always represented excellent value - and that has increased in my view.
- Used Live Agent a few years ago but decided to look at it when a new need came up
- Could not believe how it had improved - amazing
- So many more features that made it more powerful and still at the same price per seat which is huge value
- It has always been intuitive to use and managing tickets is still straight forward
- Support is proactive as I have been guided through the set-up process without having to ask - and this just make sit easier to support our own clients
- I guess the big change these days is the use of AI and I am looking forward to getting into using the automations
- I am still enjoying reconnecting with the platform but one thing I am yet to discover the ability to create "funnels" to direct tickets to specific topics of concern
- I see Departments maybe the way forward in this space
Alex F.
Verified UserHospital & Health Care · 11-50 employees
Good, could be better
Verified reviewer
- Good value for the money, with some great features such as the ability to "snooze" a ticket, the live chat, etc
- Good customer service
- It seems a bit buggy
- When you resolve a ticket it doesn't always refresh; you can only have one window open at a time, which I find extremely annoying as I'm used to working on multiple windows with multiple views
Switched From
Lower cost (Freshdesk keeps raising prices)
Jason M.
Verified UserTransportation/ Trucking/ Railroad · 51-200 employees
A Complete Solution to Improve Customer Support
I use it mainly to manage customer inquiries, resolve issues, and track support tickets. I also use it to coordinate with other colleagues in the support area.
- The live chat feature is very smooth and easy to integrate into a website
- The ticketing system helps keep clear control of every customer request
- The interface could look a bit more modern visually
- Some integrations with external tools require manual configuration
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