LiveAgent Reviews

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.

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.

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.

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.

it's been a lifesaver for our customer service team. The shared inbox feature makes it so much easier to manage all of our communications in one place and the social media integration is a huge plus. The call recordings and unlimited ticket history also make it easy to keep track of customer interactions. Overall, it's a really user-friendly platform that's made our customer service operations so much more efficient.

One downside I've found is that the reporting feature could use some improvement. It's a bit difficult to get the data I need in the format I want, but it's not a deal breaker by any means.

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

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.

LiveAgent provides a full set of features to facilitate live chat functions on your site. I really like that you can track a user's position and send them a chat invitation automatically while they're on your site.

The only real drawback I've found is that you have to log in somewhat often to keep your account from going dormant. Not having to worry about losing access to my account because I forgot to set a login reminder is a huge relief.

LiveAgent is a very intuitive,user-friendly and easy to understand and use Help Desk software.This tool ensures that we can seamlessly interact and engage with our customers in real-time and thanks goes to LiveAgent Live Chat feature.This tool also integrate better with other Third-party applications.LiveAgent automate customer support process making it fast for customers to receive fast replies to their queries.

I don't experience anything that challenges me while using this amazing Customer Service and Help Desk software because it meets and satisfies all our needs.

Firstly, it is so cheap to deploy and maintain. I have been able to keep track of the chat history of my clients. I like its simple user-friendly interface. I highly recommend this tool

Sometimes it lags, you can try work on that. Everything else works well with me. thank you so much

It is so simple to use and maintain. Also, it is cheap to deploy and maintain. Requires less training

Sometime the systems becomes too slow; maybe you can work on that

Most impacted us on telephony it is so easy in managing calls from any department.Holding live meetings on cloud which enhance flexibility.Helped in solving customer issues as a service desk.

The pop up updates are tiring since they appear while using the application and more so while on the customer Service desk part.

Live Agent is the Best available Software in the Market for all kind of Live Chat , ticketing features & Help Desk in your website for better user engagement & user experience. It has best features & modules for live chat & instant messaging.

The User interface of the software need to be improved

The positive points are many but the main ones are
- Excellent technical attention (they attend quickly to any consultation)
- Easy to manage
- Supports multiple languages
- Quite configurable
- Complete options for technical support
- We have managed to integrate some other services
- Everything is customizable: emails, answers, FAQs, etc
- The email response system is almost instantaneous and works perfectly

Some negative points or points that need improvement:
- Some customization options are missing
- The database of frequently asked questions needs to be improved
- We've never managed to use live chat
- When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there
- The aesthetics of dashboarding are still a little old
- A web widget is missing (not wordpress)
- The configuration of the emails is not very intuitive

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.

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.

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself.

The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients.

I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs.

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

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.

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

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

1) The capability of management of all our comunication channels across all the countries we have operations in a single software.
2) We have Travel Agents of all ages, and for all of them the implementation of the software was very easy, as the adaptation to our business.
3) The cost and time savings with tools as internal calls and chats.
4) The ticket history with all the interaction (including call recordings) with our customers: this is core for a Travel Agency.
5) We can use it in spanish!
6) The configuration of IP phone lines; in Latin America that's not an easy task because of the SIP Trunk providers.
7) The ticket and phone apps that alows us to work ant talk to our customers from everywhere!

We have experienced some little bugs in the implementation, but the support team is excelent and very helpfull, so it wasn't a problem at all; they were fixed inmediatly.

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

The things that stand out to me about LiveAgent are the automation tools we have access to even with the basic plan. It's helped our support team get organized while scaling our team and handling a surging volume of customer inquiries.

The technical support we receive is literally instant, and i've only had to go through their chat service to get problems solved. Super easy and each time I speak with one of their agents I learn something new.

There are so many features, that sometimes I don't realize some of the amazing tools available to me. I guess you can't call that a con though. The one thing that I'm missing is an undo button when replying to emails.

The thing I like most about this software is the Tagging, which allows us to quickly see the reason why the customer is contacting us, Live Agent can pick out words from a customers email and reply with our custom made auto-responders which answer our most frequently asked questions. This cuts down on the time spent answering individual queries and gives customers the answers they need extremely quickly.

There is nothing that I like least about the software, it makes communication with our customers incredibly easy and efficient.

I have to give credit where credit is due, LiveAgent offers a ton of features for a tool in this space. I have used other solutions and have been underwhelmed by their offerings and find myself still attracted to LiveAgent's feature set - so why the bad rating?

Because it feels as though LiveAgent has been abandoned. I can't recall the last major update. It feels as though they are perfectly comfortable with where they are and aren't looking to really change or shake things up.
The UI is...okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
On top of that, the widgets and offerings of the platform are extremely outdated. The end result is something I would expect to see on the AOL site with my dial-up modem. I mean, even if you're not going to make massive overhauls to the platform (which they most definitely need to), at least keep it looking relevant for today's market - the reason I've had to drop it and settle elsewhere is for this very reason. When you deploy widgets on your site, they become an extension of your brand - and I hold myself to a higher standard; there is no way I would be caught dead with an AIM style interface on my modern site.

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

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)

LiveAgent has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website.

The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world.

LiveAgent is a great app that helps us to integrate with our Website to enable Live Chat option with our Website Visitors and Customers. Location Reporting is a very important feature in this tool. We can identify the users location. So we can avoid unnecessary disruptions and scams. Configuration part is really easy. straight-forward. We used LiveAgent to provide both Email and Chat support for our Visitors and Customers. Their customer service is very friendly. And Also, this tool is really easy to understand even for our new employees. I think Integration with multiple websites is the greatest feature of LiveAgent System. That helps us to reduce lots of time and cost.

There is nothing to complain but, Developers can improve its User Interface more.

LiveAgent is really well laid out and intuitive. Its quite fast and well supported. Its has a pretty good entry pricing compared to their competitors. It didn't take long to deploy or test upgrades.

You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.

There is a significant issue in their Trial software. If you do a trial (which is a very short 2 weeks) and don't complete in 13 days (yes - not 14 as specified) then they will deactivate your account instead of downgrading it. We found our Knowledgebase turned off without our knowledge.

They also charge for admin non-users so we had to re-setup new email accounts to allow visibility across the non-user Founders as well. be aware there are some funny glitches in their email system that prevents a user from logging in with the same account as is monitored.