LiveAgent

Great customer service starts with better help desk software

About LiveAgent

LiveAgent is the ultimate cloud-based Help Desk solution for customer service agents at an affordable price. Equipped with 175+ advanced features you'll be able to link all your service channels to create a seamless customer experience. With 200+ integrations, all customer service tools will be at your agents' fingertips so that they can resolve even complex issues in a blink of an eye. This customer service platform is excellent for both small and large customer support teams due to its scalability.
LiveAgent's help desk software comes with a wide range of key features so your customer service team can stay on top of all customer requests and provide excellent customer service. Some of the fundamental features you can look forward to, include Live Chat software, Chat invitations & Website monitoring, Chat widget, Canned messages, Ticket management, Automation, SLAs, Tags, Rules, Ticket Routing, Collaboration features, Departments, Priorities, Statuses, Email templates, Performance Reports, Time tracking, Customer insights, Knowledge Base Software, Support Portal, Customer self-service, Call center software, Video calls, and Call recording, Customer relationships management, Social media channels integration, & many more, so you never miss out on customer conversations.
Accessibility and personalized service are a priority at LiveAgent. Therefore, their customer support tool is available in 45 languages and both as a SaaS license, or a self-hosted license (installed on your own server). Servers are spread all over the world to ensure maximum response speed with minimum downtime. On top of that, you can rely on knowledgeable and helpful 24/7 customer support from a team of qualified professionals.
LiveAgent for Startups: LiveAgent offers their help desk software free of charge for the first 6 months for startups that apply for the Startup program. This is an exclusive opportunity for startups to enjoy the benefits of customer service tools with no upfront costs. After the first 6 months, startups can continue using LiveAgent's customer support solution at a discounted rate.

To test out all the tools LiveAgent has to offer, sign up for a 14-day free trial period. No credit card needed.

Pricing starting from:

US$9,00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of LiveAgent

- 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 the software. Very customer friendly also!"
- Jeremy Otten, CEO of Random Solutions

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Afghanistan, Albania, Algeria, American Samoa, Andorra and 220 others

Supported Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish and 23 others

Pricing starting from:

US$9,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

LiveAgent Software - Inside of LiveAgent tickets
LiveAgent Software - Connect with your customers on all channels.  130+ ticketing features and 200+ integrations with the tools you love.
LiveAgent Software - Agent chat view
LiveAgent Software - Customer chat view
LiveAgent Software - Call  history
LiveAgent Software - Chat history
LiveAgent Software - LiveAgent live chat
LiveAgent Software - Agent ranking
LiveAgent Software - Fully customizable chat
View 15 more
LiveAgent video
LiveAgent video
LiveAgent video
LiveAgent video
LiveAgent video
LiveAgent video
LiveAgent Software - Inside of LiveAgent tickets
LiveAgent Software - Connect with your customers on all channels.  130+ ticketing features and 200+ integrations with the tools you love.
LiveAgent Software - Agent chat view
LiveAgent Software - Customer chat view
LiveAgent Software - Call  history
LiveAgent Software - Chat history
LiveAgent Software - LiveAgent live chat
LiveAgent Software - Agent ranking
LiveAgent Software - Fully customizable chat

Features

Total features of LiveAgent: 177

  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Content Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support Software
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • For Startups
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Progress Tracking
  • Project Time Tracking
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Softphone Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Video Support
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives

Freshservice

4,5
#1 Alternative to LiveAgent
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JIRA Service Management

4,4
#2 Alternative to LiveAgent
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

Spiceworks

4,4
#3 Alternative to LiveAgent
Keep track of everything that’s happening on your network – from when a user installs a piece of software they...

Daktela

4,3
#4 Alternative to LiveAgent
Daktela contact center is a cloud-based solution of call center with native support for many communication channels...

Reviews

Overall rating

4,7 /5
(1 333)
Value for Money
4,7/5
Features
4,6/5
Ease of Use
4,5/5
Customer Support
4,7/5

Already have LiveAgent?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 1 333
Federico
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

B2B portfolio management

Reviewed on 2020/03/31

I thought it was going to be a more difficult change or that the system was not going to adapt to...

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! :)

Sarah
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

LiveAgent is professional for agent and customer

Reviewed on 2022/06/19

It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when...

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! :)

Ben
Overall rating
  • Industry: Design
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Simplified support in one place

Reviewed on 2023/02/09

Live Agent has helped me respond to customers quicker over whatever communication they chose to...

Live Agent has helped me respond to customers quicker over whatever communication they chose to use. It also means I can easily see past interactions with a customer when they contact us again, allowing me to come across as much more personal to them. The organisation of tickets is excellent, distributing them by department, or agent workload etc. This has definitely closed the gaps in our customer service response, making sure nothing falls through the cracks.

Pros

The integration of multiple customer channels into one inbox. Customers can send me facebook messages, comment on posts, emails, contact form submissions etc. and they all come into one inbox. When I reply the message goes back to the customer using whatever system they used.It make us look super responsive on any platform!

Cons

The interface is a little dated and could do with a refresh. the iOS app is limited and doesn't have access to canned responses etc.

Alternatives Considered

Help Scout

Reasons for Switching to LiveAgent

Price and ease of inbox.

Response from QualityUnit

Hi Ben,
Thank you very much for your feedback. We are glad to hear that LiveAgent has been the right choice for you when it comes to providing better customer care. Our team is working hard to improve the UI of both the web-app and our mobile app so keep an eye out for future updates!
-LiveAgent team

Alberto
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Mediocre lifecycle management

Reviewed on 2021/11/23

It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being...

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 Suite

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.

Annie
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A Comprehensive and Superior LiveChat Solution

Reviewed on 2023/01/28

Overall, our experience with LiveAgent has been very positive. The comprehensive suite of features...

Overall, our experience with LiveAgent has been very positive. The comprehensive suite of features and integration with our other systems has allowed us to provide a much more efficient customer service experience. We've noticed an increase in customer satisfaction since using LiveAgent and would recommend it to anyone looking for an easy to use and comprehensive chat solution.

Pros

LiveAgent has been an invaluable addition to our customer service team. We've been able to provide a much more efficient and comprehensive chat service to our customers. It's easy to use, and the integration with our other systems has been seamless. We've noticed an increase in customer satisfaction since using LiveAgent.

Cons

The only downside to using LiveAgent is the occasional lag when trying to connect with customers. This has been a minor issue, however, and the customer service team has been quick to address any issues we've encountered.

Response from QualityUnit

We at LiveAgent thank you for giving us your trust and kind words while experiencing our helpdesk solution. We strive for our customers success and are very happy to hear that we have assisted in your customer relations.

Showing 5 reviews of 1 333 Read all reviews

LiveAgent FAQs

Below are some frequently asked questions for LiveAgent.

LiveAgent offers the following pricing plans:

  • Starting from: US$9,00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

1-month free trial, no credit card required, no contracts. Subscription plans: Free: $0/agent/month Small plan: $9/agent/month Medium plan: $29/agent/month Large plan: $49/agent/month Enterprise: $69/agent/month

LiveAgent has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

LiveAgent supports the following languages:

Arabic, Brazilian Portuguese, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

LiveAgent supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

LiveAgent integrates with the following applications:

2Checkout, 2Checkout, AVOXI, AWeber, Actinic, Actio, ActiveCampaign, Adobe Business Catalyst, Adobe Commerce, Agile CRM, Asana, Avelia, Axigen, BigCommerce, Blogger, Bold BI, Braintree, CS-Cart Enterprise, CS-Cart Store Builder, ChargeDesk, ClickFunnels, ClickSend, ClickUp, Clockify, Close, CloudApp, CloudTalk, CommuniGate Pro, ConvergeHub, CoreCommerce, DID Logic, Delighted, Digital Marketing Suite, Drupal, Drupal Commerce, Emplifi Social Marketing Cloud, ExpressionEngine, Flowroute, Formidable Forms, Fortune3, G2G Suite, GetResponse, Gmail, GoDaddy Website Builder, Google Analytics 360, Google Calendar, Google Contacts, Google Forms, Google Sheets, Gravity Forms, Help Desk Migration, Highrise, HubSpot CRM, IceWarp, Insightly, Instagram, Intercom, Jira, Joomla, JoomlaLMS, Keap, Klaus, Klaviyo, Kopano WebApp, Lead Gen & CRM, MDaemon Email Server, MagentaCloud, MailEnable, Mailchimp, ManyChat, Meetingbird, Meta for Business, Mobex Hosted PBX, Modulus, MySQL, NetCrunch, Nicereply, Online Auction System, OpenCart, OpenCart Mobile App, Pabbly Connect, PayPal, Pipedrive, Placetel, Post Affiliate Pro, PrestaShop, Process Street, ProjectManager.com, Quriobot, RingCentral Contact Center, Salesflare, SendMyCall, SendPulse, SharpSpring Ads, Shift4Shop, ShipStation, Shopify, Silverstripe CMS, Simplesat, Sinch, Slack, Squarespace, Stripe, SugarCRM, Swan, TimeCamp, Toky, Trello, Twilio, Twitter, Ucraft, Vectera, VoIP.ms, VoIPstudio, Volusion, Vonage Business Communications, Vonage Contact Center, Voyced IPPBX, Vtiger CRM, Web.com, WebSimplify, Webflow, Weebly, WhatsApp, Wix, Wix Answers, WooCommerce, WordPress, X-Cart, Xero, Zadarma, Zapier, Zoho Mail, iCloud, monday.com, sipgate team, uKit AI, vcita

LiveAgent offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for LiveAgent.