About LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all as either in-suite or standalone applications. LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where 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. Start with a 14-Day free trial, no credit card needed, no contracts.
LiveAgent Software - Inside of Tickets
LiveAgent Software - Chat - Customer view
LiveAgent Software - Chat - Support view
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love.
LiveAgent Software - Call History
LiveAgent Software - Fully Customizable Chat
LiveAgent video
LiveAgent Software - Inside of Tickets - thumbnail
LiveAgent Software - Chat - Customer view - thumbnail
LiveAgent Software - Chat - Support view - thumbnail
LiveAgent Software - Connect with your customers on all channels  Discover 130+ ticketing features and 200+ integrations with the tools you love. - thumbnail
LiveAgent Software - Call History - thumbnail

LiveAgent pricing

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at USD 15.00/month.

Starting Price:
USD 15.00/month See pricing details
Pricing Details:
14-day free trial, no credit card required, no contracts. Subscription plans: Free: $0/agent/month Ticket: $15/agent/month Ticket + Chat: $29/agent/month All-inclusive: $49/agent/month Self-hosted licenses: Downloadable: $11,950 - 20 agents included, +$690 for each additional agent. Enterprise: $34,950 - 50+ agents. View Pricing Plans
Free Version:
Yes
Free trial:
Yes

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HubSpot CRM

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LiveChat

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LiveAgent Reviews

Feature rating

Value for Money
4.7
Functionality
4.6
Ease of Use
4.5
Customer Support
4.7
5 reviews of 1,129 View all reviews
Shayla B.
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 13/06/2022

Great customer service and simple ticketing software

If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Pros

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Cons

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

Response from QualityUnit

Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better.

For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support.

- LiveAgent Team

Replied 20/06/2022
Sarah H.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 19/06/2022

LiveAgent is professional for agent and customer

It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.

Pros

Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.

Cons

It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.

Response from QualityUnit

Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at [email protected] at any time! :)

Replied 24/06/2022
Alberto I.
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
1

3
Reviewed on 23/11/2021

Mediocre lifecycle management

It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Pros

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Cons

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Alternatives Considered

Zoho Desk and Zendesk

Reasons for Switching to LiveAgent

price affordable and worthy features

Response from QualityUnit

Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience.
We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term.
All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.

Replied 30/11/2021
Dave H.
  • Industry: E-Learning
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 13/03/2022

Excellent Support for My Customers With Room to Grow

This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pros

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Cons

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Alternatives Considered

SherpaDesk and Spiceworks

Reasons for Choosing LiveAgent

Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Switched From

TeamViewer

Reasons for Switching to LiveAgent

Price and features

Response from QualityUnit

Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :)

- LiveAgent Team

Replied 15/03/2022
Blair M.
  • Industry: E-Learning
  • 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 16/05/2022

Ease of use for the non tech savvy

Exceptional

Pros

how easy it is to set up and implement. We were up and running in minutes.

Cons

Not enough videos available on Youtube to help understand things more

Alternatives Considered

Vision Helpdesk, Freshdesk, Zoho Desk and HubSpot CRM

Reasons for Choosing LiveAgent

We need to keep things simple. Our dedicated team of people are older and need a less cumbersome platform

Switched From

Zendesk

Reasons for Switching to LiveAgent

Easy to use and implement

Response from QualityUnit

Hello Blair, thank you very much for your kind review! We are glad to hear that you and your team have been satisfied with our software and that you find it easy to use and implement. As to the lack of videos on our YT channel, you can always start a chat with us on our website and our support will be happy to assist you 24/7. We also offer demo presentations where we will gladly take you through the whole system.

Replied 18/05/2022

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