LiveAgent

Great customer service starts with better help desk software

4.7 /5 (951 reviews) Write a Review!

LiveAgent Overview

What is LiveAgent?

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls.

Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros, Email templates, Performance Reports, Live Chat, Chat invitations & Website monitoring, Voice integration and call recording, Facebook and Twitter integration, Support Portal, Knowledge Base, Forum & many more.

LiveAgent is available in 39 languages and both as SaaS license or a self hosted license (installed on your own server).

Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular)

LiveAgent Overview

Pricing

Starting from
$15.00/month

Pricing options

Free Trial
One Time License
Free
Subscription
Value for money

14-day free trial, no credit card required.
Subscription plans:
Free: $0/agent/month
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-inclusive: $39/agent/month

Self-hosted licenses:
Downloadable: $11,950 - 20 agents included, +$690 for each additional agent.
Enterprise: $34,950 - 50+ agents.


LiveAgent Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, India, Japan, Germany
Supported Languages
Arabic, Chinese (Simplified), Czech, Danish, Dutch and 19 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Media

Tickets overview
Inside of the tickets
Chat overview
Inside of the chats
Call reports
Inside of the calls
Agent's dashboard
Reports
LiveAgent video LiveAgent screenshot: Tickets overview LiveAgent screenshot: Inside of the tickets LiveAgent screenshot: Chat overview LiveAgent screenshot: Inside of the chats LiveAgent screenshot: Call reports LiveAgent screenshot: Inside of the calls LiveAgent screenshot: Agent's dashboard LiveAgent screenshot: Reports

LiveAgent Reviews

LiveAgent Reviews

Overall rating
4.7
/
5
Excellent
691

Very good
232

Average
23

Poor
5

Terrible
0

Value for Money
4.7
Features
4.6
Ease of Use
4.6
Customer Support
4.7
97% recommended this app
Federico V.

B2B portfolio management

I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.


Barney B.

Great Features & Great Speed

LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.


Gavin H.

The best in the business


Ben H.

Significant Value for the price


Mike R.

LiveAgent does what it is supposed to do


Federico V.
Industry: Leisure, Travel & Tourism
Company size: 11-50 Employees

B2B portfolio management

Used Daily for 6-12 months
Reviewed on 3/31/2020
Review Source: Capterra

I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.

Pros

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale.

All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone.

The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.

We can set up our own ticket and contact fields, so we can manage the software as we need to.

Finally, the biggest beneficiary is our client, who receives a better service.

Cons

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Response from QualityUnit

Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Barney B.
Industry: Building Materials
Company size: 51-200 Employees

Great Features & Great Speed

Used Daily for 1-5 months
Reviewed on 3/17/2020
Review Source: Capterra

LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pros

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Response from QualityUnit

Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Gavin H.
Industry: Retail
Company size: 11-50 Employees

The best in the business

Used Daily for 1-5 months
Reviewed on 10/20/2020
Review Source: Capterra

Pros

We implemented this software into our busy customer support team for an online business and the effects were immediate. Easy to set up and the support were brilliant when we did get stuck. We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them. I would not be without this software now.

Cons

The only thing missing is the ability to put calls on hold and call back out.

Response from QualityUnit

Hi Gavin,
Thank you very much for such kind words. It's amazing to hear about the positive impact LiveAgent had on your workflow and customer interaction. Our team works hard every day to further improve the system and perfect what is already there - stay tuned for more awesome updates coming your way and remember, we are online 24/7 in case of any questions!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ben H.
Industry: Retail
Company size: 11-50 Employees

Significant Value for the price

Used Daily for 1+ year
Reviewed on 2/18/2020
Review Source: Capterra

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.

Response from QualityUnit

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! :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Mike R.
Industry: Insurance
Company size: 11-50 Employees

LiveAgent does what it is supposed to do

Used Daily for 1-5 months
Reviewed on 10/20/2020
Review Source: Capterra

Pros

It is cost effective. Because LiveAgent allows us to use our existing VOIP solution we circumvent a lot of the hidden costs of the competition who are, for the most part, veiled VOIP providers. All the venues of contact are centralized in a single app and it is relatively easy to track issues and merge tickets. The software does what it is supposed to do and it does it well.

Cons

Administrator for billing needs to pay for a license. Nonsense cash grab.

No bells and whistles. Want to do something that isn't directly supported? You can't. Perhaps one of the worst features of LiveAgent is their entire support and technical team is overseas. This leads to very long lead times between exchanges with their team on any issue that is beyond surface level. They eventually resolve issues and are as helpful as they can be given the time delay, but if you're in NA, troubleshooting something that should take an hour or two can easily take over a week.

Response from QualityUnit

Hi Mike,
Thank you very much for your feedback. It's great to hear that LiveAgent was the right fit for you when it comes to connecting all of your channels into one collective inbox and connecting your current VoIP provider. Although our team is located in Europe, we provide support 24/7 via emails and chat - don't hesitate to try the live chat in case of any questions and get connected to our technical team in a few seconds, no matter the time of the day!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
9/10
Based on 951 user ratings
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LiveAgent Pricing

LiveAgent Pricing

Starting from
$15.00/month
Free Trial
One Time License
Free
Subscription
Value for money

14-day free trial, no credit card required.
Subscription plans:
Free: $0/agent/month
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-inclusive: $39/agent/month

Self-hosted licenses:
Downloadable: $11,950 - 20 agents included, +$690 for each additional agent.
Enterprise: $34,950 - 50+ agents.

14-day free trial, no credit card required.
Subscription plans:
Free: $0/agent/month
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-inclusive: $39/agent/month

Self-hosted licenses:
Downloadable: $11,950 - 20 agents included, +$690 for each additional agent.
Enterprise: $34,950 - 50+ agents.

Value for Money
4.7/5
Based on 951 user ratings
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LiveAgent Features

LiveAgent Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.6/5
Based on 951 user ratings
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Categories

Additional information for LiveAgent

Additional information for LiveAgent

Key features of LiveAgent

  • Analytics
  • Audit log
  • Automatic call routing
  • Automatic ticket distribution
  • Call recordings
  • Custom ticket fields
  • Customer forum
  • Departments, tags and filters
  • Drag-and-drop file attachments
  • Email notifications
  • Feedback management
  • File sharing
  • Gamification
  • Help center
  • Hybrid tickets
  • IVR system
  • Live chat
  • Multichannel support
  • Real-time visitor monitoring
  • SLA management
  • Search & replace
  • Spam filters
  • Suggestions
  • Ticket & chat satisfaction surveys
  • Ticket export
  • Ticketing system
  • Time & event-based automation rules
  • Time tracking
  • Video calls

Benefits

- A team of 11 support agents is available 24 hours a day, 7 days a week, 365 days a year.
- LiveAgent is also available as a self-hosted license for a one-time-fee. If you value privacy and security above all, you can have it under your control
- LiveAgent integrates all support channels into one environment – everything is neatly sorted in one place
- Multi brand support - connect unlimited brands into one app, without extra costs
- Build a customer community and increase customer satisfaction by double digits

Featured testimonial:
"LiveAgent is simply the best and most affordable Help Desk Software on the market! Goodbye Kayako! Adios Zendesk... Bye Bye Freshdesk!! Development is great and fast! Rock Solid and easy to use software. Very customer friendly also!"
- Jeremy Otten, CEO of Random Solutions

LiveAgent FAQs

LiveAgent FAQs

Below are some frequently asked questions for LiveAgent.

Q. What type of pricing plans does LiveAgent offer?

LiveAgent offers the following pricing plans:

Starting from: $15.00/month

Pricing model: One Time License, Free, Subscription

Free Trial: Available

14-day free trial, no credit card required. Subscription plans: Free: $0/agent/month Ticket: $15/agent/month Ticket + Chat: $29/agent/month All-inclusive: $39/agent/month Self-hosted licenses: Downloadable: $11,950 - 20 agents included, +$690 for each additional agent. Enterprise: $34,950 - 50+ agents.

Q. What are the main features of LiveAgent?

LiveAgent offers the following features:

  • Analytics
  • Audit log
  • Automatic call routing
  • Automatic ticket distribution
  • Call recordings
  • Custom ticket fields
  • Customer forum
  • Departments, tags and filters
  • Drag-and-drop file attachments
  • Email notifications
  • Feedback management
  • File sharing
  • Gamification
  • Help center
  • Hybrid tickets
  • IVR system
  • Live chat
  • Multichannel support
  • Real-time visitor monitoring
  • SLA management
  • Search & replace
  • Spam filters
  • Suggestions
  • Ticket & chat satisfaction surveys
  • Ticket export
  • Ticketing system
  • Time & event-based automation rules
  • Time tracking
  • Video calls

Q. Who are the typical users of LiveAgent?

LiveAgent has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

Q. What languages does LiveAgent support?

LiveAgent supports the following languages:

Arabic, Chinese (Simplified), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Q. What type of pricing plans does LiveAgent offer?

LiveAgent has the following pricing plans:

One Time License, Free, Subscription

Q. Does LiveAgent support mobile devices?

LiveAgent supports the following devices:

Android, iPhone, iPad

Q. What other apps does LiveAgent integrate with?

LiveAgent integrates with the following applications:

AWeber, Akita, GetResponse, Help Desk Migration, Mailchimp, Nicereply, ProjectManager.com, Slaask, Slack, VisitorTrack

Q. What level of support does LiveAgent offer?

LiveAgent offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials