LiveAgent Reviews

4.7
Overall rating
Reviews

4.7
Overall rating
Reviews
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User Reviews Overview

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,...

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Feature ratings

Value for Money
4.7
Features
4.6
Ease of Use
4.6
Customer Support
4.7

Browse LiveAgent Reviews

1,645 of 1,645 reviews
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Gary
Gary
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 18/08/2023

I think LiveAgent is fantastic software

Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Pros

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Cons

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Response from QualityUnit

Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :)

You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention!

Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service.

Thank you for being an awesome part of our journey!

- LiveAgent Team

Replied 23/08/2023
Prashanth
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
2
Customer Support
5

5
Reviewed on 24/09/2024

Live Agent Experience - Prashanth

Their customer service team is at par excellent

Pros

I like the Features and Integrations live agent provides

Cons

One stop solution of integrated Call, Chat & Emails

Alternatives Considered

tawk.to and Freshdesk

Reasons for Choosing LiveAgent

Zendesk stopped offering Chat visitor list

Switched From

Zendesk Suite

Reasons for Switching to LiveAgent

Because felt has more to offer and integrations
KIRAN
  • Industry: Translation & Localization
  • Company size: Self Employed
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
4

3
Reviewed on 09/09/2024

verification

I was trying to resole a issue there is a lot of verification needed an acoount reference shoul be inoof to bring up my details

Pros

It was easy to use the system the and get my question across

Cons

how long the responce took some times i was waiting a while

Top LiveAgent Alternatives

Marc
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/07/2024

Very powerful application with an excellent customer service.

During the month that we have been working with them I can only have good words. A professional and fast team who have a very powerful tool that is helping us to improve our sales and purchasing numbers.

Pros

The level of customisation and tailoring to your business needs.

Cons

Some WhatsAPP business API features are missing, such as buttons, but I understand that they are already working on them.

Alternatives Considered

HubSpot CRM

Reasons for Switching to LiveAgent

A more affordable price, within the reach of smaller companies and with the features needed to help your sales team grow.

Response from QualityUnit

Hi Marc, Thanks for your awesome feedback! We're aware of the WhatsApp Business API shortcomings and are actively working to include these features soon.

If you have more questions or need support, feel free to contact us 24/7.

- The LiveAgent Team

Replied 09/08/2024
Richard
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/09/2024

Live Agent is practical

From the getgo, it was self explanatory .

Pros

Ease of use , control functions and setup .

Cons

Not much to say . Perhaps slight delay in logging in

Lukasz
  • Industry: Luxury Goods & Jewelry
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/09/2024

Next level communication app

Good experience, when compared to another application offering these tools I prefer this one much more.

Pros

Easily helps us get all communication channels in one place.

Cons

Had a little bit trouble setting up SIP Trunk but finally made it work.

Response from QualityUnit

Thanks for your positive review, Lukasz! It's great to hear that LiveAgent brings all your communication channels into one place. Sorry to hear about the SIP Trunk setup issues, but glad they were resolved. If any other questions come up, feel free to reach out.

- The LiveAgent Team

Replied 10/10/2024
Joseph
  • Industry: Internet
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/09/2024

Fast, Effective and Simple Support Solution

So far it has worked very well. Customers can easily start chats or send emails if chat is offline. Communications get recorded and can responded to at any time. More agents can easily be added and the service is not terribly expensive.

Pros

It's easy and intuitive to setup. Adding the chat widget to my existing website was very easy.

Cons

Chat widget javascript payload drags down Pagespeed scores. Pagespeed indicates depreciated APIs are being used by LiveAgent.

Alternatives Considered

Zendesk Suite

Reasons for Switching to LiveAgent

Zendesk is rather bloated and it's confusing.
Craig
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 04/09/2024

moving to Liveagent...

While we're still only in a trial, liveagent seems promising.

Pros

Seems to do everything including voice call integration.

Cons

We havent seen anything we dont like yet.

Response from QualityUnit

Hi Craig,
Thank you very much for your review. We are glad to hear you have been satisfied with our software during the trial period and hope you will be equally happy in the live environment. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team

Replied 09/09/2024
Shiv
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 13/09/2024

Great platform to boost our customer support features.

Pros

It has multiple features for our online shop such as integration with shopify. It also provides live chat with our customers and ticketing features.

Cons

Till now everything is going smoothly with no issues.

Alternatives Considered

Freshdesk, Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent

LiveAgent has more features and provides great customer support in this segment.
Tayo
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 24/09/2024

Customer Support at Breeze for 24/7 with LiveAgent

Pros

LiveAgent enables me to save time by automating incident and ticket management which hell solve customer issues rapidly.

Cons

It was quite daunting to integrate to our company website until we acquired support from vendor technical team.

Response from QualityUnit

Hello Tayo, thank you very much for your review. We are happy to hear that handling your customer support with LiveAgent helps you save time. Feel free to contact our support team whenever you require any assistance, we are always here for you :)

Replied 27/09/2024
Guy
  • Industry: Arts & Crafts
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 04/12/2019

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy...

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Pros

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone.
I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Cons

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Alternatives Considered

Freshdesk

Reasons for Choosing LiveAgent

We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Switched From

Help Scout

Reasons for Switching to LiveAgent

There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

Response from QualityUnit

Hello Guy, thank you very much for nice review. We appreciate it. Have a nice day :)

Replied 10/12/2019
Robert
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 18/02/2020

Live-Agent is for you!

Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees.

In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues.

When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Pros

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want.

In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed.

The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Cons

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Response from QualityUnit

Dear Robert, thank you very much for your honest and complex review! We are very happy to hear that LiveAgent is helping you in your day to day work and that you are using all the features -tags, custom filters, folders, etc. to help you find anything that you need! We understand that managing a business is not an easy thing and that is why we wanted LiveAgent to speed up things for you and your employees. Either when replying to a ticket, where you can use our features of "Canned messages" and/or "Predefined answers" and templates, or filters tags, etc. that help you look for any ticket you need and also not to forget the feature of "Recent tickets" where you can see all the previous tickets with a specific contact directly in the ticket without having to go back to the main inbox. Regarding the bloated email chains, I can pass this on to our developers. Feel free to shoot us an email at [email protected] if you have any idea of how exactly you would like it to work! :)

Replied 04/03/2020
Christopher
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 18/03/2020

Great all in one solution.

Overall, we have one product for web, email, chat, and phone support.

Pros

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there.

It's very customizable and we haven't found any issues with making it do what we need it to do.

The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started.

They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Cons

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Alternatives Considered

Conversational Cloud and Crisp

Reasons for Choosing LiveAgent

We found the package of features more substantial and the price was excellent.

Switched From

Crisp

Response from QualityUnit

Hi Christopher, thank you for your honest feedback! I am very glad to hear that you have managed to set everything up according to your needs as LiveAgent was developed in a way that each customer can custom the whole automation part and other features to their needs as we understand that business can be different from one to another :) Feel free to shoot us an email at [email protected] with suggestions on improving the UI or any other suggestions you might have! We would be more than happy to pass that on our developers :)

Replied 23/03/2020
Federico
Federico
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 31/03/2020

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.

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! :)

Replied 01/04/2020
Frederico
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 06/04/2020

Great cooperation with Liveagent

So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

Pros

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Cons

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

Alternatives Considered

LiveChat and Zendesk Suite

Reasons for Choosing LiveAgent

The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Reasons for Switching to LiveAgent

They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Response from QualityUnit

Hi Frederico,
Thank you very much for such an excellent review. We are so pleased that LiveAgent continues to be the right fit for you and your company after more than two years! Our team is happy to hear you have been satisfied with the support and that we have been able to take care of any issues along the way. Stay tuned for more updates coming your way to make LiveAgent even better. Happy to have you on board!

Replied 07/04/2020
Nitin
Nitin
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
3
Customer Support
4

4
Reviewed on 13/02/2022

Easy and helpful tool only for live chat services or live customer support

Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Pros

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team.

Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent.

One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Cons

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use.

Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Alternatives Considered

tawk.to

Reasons for Switching to LiveAgent

Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.

Response from QualityUnit

Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on [email protected] and we'll look into it.

- LiveAgent Team

Replied 18/02/2022
Lillian
Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 11/01/2023

High-quality team support software

Aside from its high availability, ease of use, and strong security for agents, it also integrates well with other systems. Users required less instruction to become proficient with LiveAgent.

Pros

LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.

Cons

I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.

Response from QualityUnit

Hello Lilian! Thank you for taking the time to leave a review. It's great to know that our platform is helping you to have a continuity of support even when one of the support staff members is out. As for the customization choices, you might find these articles helpful: https://support.liveagent.com/519426-Customizations
If you need any advanced customization, don't hesitate to contact our 24/7 customer support team. We are always happy to help! :)

- LiveAgent Team

Replied 16/01/2023
Scott
Scott
  • Industry: Entertainment
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 23/05/2023

Really useful, even on free plan

LiveAgent was a better upgrade for the support group in my team, however I must state that it does get pricey the more members you invite to the support panel, so its not recommended for teams that are on a budget or have excessively large customer support teams (i.e. more than five staff).Regardless, it is easy to set up the knowledge base, the live chat system, the support portal and the customer forums.

Pros

>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user)

Cons

>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan

Response from QualityUnit

Thank you for taking the time to share your feedback on LiveAgent. We're thrilled to hear that you have been satisfied with our solution.

We understand that our free plan comes with certain limitations, including ticket history and integrations. However, it serves as a launchpad for businesses seeking basic functionality. Our aim is to deliver value through our diverse features and services for every budget; hence, we offer various plans ranging from $9 to $69 per month, tailored to each organization's requirements. By upgrading to one of our paid plans, users can unlock all of LiveAgent's features to fully accommodate their specific needs.

Thank you again for your feedback and please remember that we are always here for you and you can reach out to us via chat on our website if you ever need any assistance or have questions.

Replied 25/05/2023
Saskia
Saskia
  • Industry: Restaurants
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/07/2023

Effective customer service that really works.

The entire company is now using LiveAgent. We are utilizing it as an omnichannel sales and customer service platform for our four businesses. Customers get out to us via everything from traditional methods to instant messaging apps nowadays. Currently, we're utilizing it mostly for Facebook and email tickets, but we have plans to add support for Instagram and WhatsApp (both of which are still in development) very soon.

Pros

The ability to have conversations with users in real time has revolutionized our connection with them. We used to get a lot of tickets, but consumers may now save time by chatting with us when they need help. We polled our audience as well. We found that all users would rather have a live conversation with an agent on life support than submit a ticket, and that the major reason for this is because they can get their issues resolved right away rather than having to wait a day for a response.Our customer service response time records show that we're the fastest at fixing problems and getting people back to work. I have to mention that

Cons

So far, neither my coworkers nor our customers have had any problems or concerns with the live chat option. It's refined to perfection, answering all of our concerns and meeting all of our requirements.

Response from QualityUnit

Hi Saskia,
Thank you very much for your kind feedback. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied both with the system and the support provided by our team. Keep up the great work!
-LiveAgent team

Replied 28/07/2023
Sara
Sara
  • Industry: Hospital & Health Care
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

4
Reviewed on 27/07/2023

Ticket and agent administration can be organized in a number of useful ways

The support desk, online chat, and tickets are all managed through it. We have had a fantastic experience thus far because of the streamlined workflow made possible by having everything we need in one convenient location.

Pros

In general, I enjoy its functionality, design, and usability. I appreciate that it's simple to use and has a great built-in chat capability; overall, it's great help desk software. It's a great piece of software. I appreciate it a lot.

Cons

We have only identified mistakes a handful of times up to this point. However, none of them have been very problematic for us. Compared to the Desktop Tool, the Mobile App is more complicated and has more expensive individual features.

Response from QualityUnit

Hi Sara,
Thank you very much for your feedback. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Our team works hard every day to further improve the system, including reworking its associated mobile apps, so stay tuned for great updates coming your way!
-LiveAgent team

Replied 31/07/2023
Amanuel
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 02/08/2023

LiveAgent has greatly reduced support and ticketing time hence saving time and cost.

My user experience has been very phenomenal especially how the customer efficient and proactive towards our customers. This tool has greatly reduced support and ticketing time.

Pros

LiveAgent has been absolutely a game changing support platform that is very user-friendly and easy to use generally for all our staff in my organisation. This tool has been able to provide the best support services to all our clients hence making this tool great customer options, with real-time chat features that enables us to communicate and resolve issues for our customers easily and efficiently while saving a lot of hours.I have used lots of support system but LiveAgent is far beyond magical and very user-friendly and cost effective. I like that I am able to send chat invites to users while on my website. I like the UI which is great and intuitive simplifies the onboarding process for the new users.Support team is magnificent and beyond magical experience. They're very user-friendly and responsive 24/7. They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.

Cons

For my small organisation sometimes when working under tight budget it's a bit disastrous because the price of LiveAgent is not that pocket friendly. Nevertheless this tool is great and has been so productive.

Response from QualityUnit

Hello Amanuel,

Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :)

- LiveAgent Team

Replied 03/08/2023
Sai
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/08/2023

Full-featured, All-in-one and powerful live-chat support platform.

My user experience is definitely great. I really like how this tool handles multiple business communication, including email, live chat, and social media on one single place. This allows us to provide excellent customer support service.

Pros

LiveAgent has been one of the most crucial and powerful tools we've been been using to boost our customers relationship and our ROI oflate. I really love how this tool is very user-friendly and easy-to-use generally for any one with or without any tech-savvy experience. The support is one of the most standout and highly effective thing with LiveAgent because they're very user-friendly and responsive 24/7. Using LiveAgent we've been able to increase our productivity and relationship with our customers and hence we've been able to meet most of their needs on time through the help of our support team.Through real-time live chat we've been able to attend to our customers queries on time and resolve a lot of problems on time rather than opening tickets which would take time. For this tool is a game changer and improve productivity of the service agents has been also added advantage.

Cons

The only thing I should LiveAgent should consider is adding more integration options. Nevertheless everything else is great and moving on well.

Response from QualityUnit

Hey Sai,

Thanks for your thorough review. It's great you find LiveAgent crucial in boosting customer relationships and ROI. Our aim remains to be user-friendly and provide responsive, round-the-clock support. We're all about productivity enhancements and real-time problem resolutions to keep those customer relationships strong! Your note about more integration options is heard and appreciated.

Switching to us from Freshdesk because of our cost-effectiveness and features truly validates our work. Making sure you have a great user experience while handling multiple business communications in one place is what we strive for.

Many thanks once again,

- LiveAgent Team

Replied 15/08/2023
Luke
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 18/08/2023

Easy-to-use and all-in-one help desk and live-chat support platform. Elevate customer...

I like how perfect this help desk tool is and easy to use plus it has perfect security which meets our standards. Great user experience.

Pros

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Cons

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.

Response from QualityUnit

Hi Luke,
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 both with the system's features and the support provided by our team. Keep up the amazing work!
-LiveAgent team

Replied 22/08/2023
Mitesh
Mitesh
  • Industry: Real Estate
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/03/2023

With LiveAgent customer care functions, customer satisfaction is always assured.

LiveAgent has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels.

Pros

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Cons

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

Response from QualityUnit

Hello Mitesh,

Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :)

- LiveAgent Team

Replied 07/03/2023
Matthew
Matthew
  • Industry: Internet
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 24/07/2023

I really recommend LiveAgent.

We've learned a lot about how to cultivate consistent support through our efforts to increase external communication across departments. Using LiveAgent, we can respond more quickly to consumer questions and deliver greater chat service at all hours of the day. Using chat, email, and push notifications, LiveAgent allows businesses and their consumers to communicate in real time. As a result, organizations may see an uptick in income, customer satisfaction, and the quality of their client connections. I was able to provide superior service to my clientele, despite having just limited access to group chat, because of this tool. It has been quite beneficial to me.

Pros

With LiveAgent, I can manage all of my live chat assistance for clients from a single, centralized location. Restoring two-way communication with each consumer has been essential. The help desk staff is noted for their expertise in fine-tuning the software's many configurations. With LiveAgent, customers may have an instant conversation with a support representative to receive answers to their questions and issues resolved. Timely and relevant replies from LiveAgent have the potential to increase customer satisfaction and improve the quality of the service received as a whole. When consumers are happy, they are more inclined to come back and tell others about their experience.

Cons

While a dedicated account manager would be ideal, we have found that using the website's chat function to resolve issues is quick and painless.

Response from QualityUnit

Hello Matthew, we appreciate your insightful review. It's nice to see how you value our centralized live chat assistance. The ability to provide instant responses and build strong relationships with your clients is at the core of LiveAgent.
We're also very pleased that LiveAgent has shaped your approach to support, boosting overall client satisfaction and connection. These are earnest results we strive for!

Thanks again for choosing LiveAgent. Keep rocking that customer satisfaction!

- LiveAgent Team

Replied 26/07/2023
1,645 reviews