LiveAgent

Great customer service starts with better help desk software

4,7 /5 (947 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
US$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
687

Very good
232

Average
23

Poor
5

Terrible
0

Value for Money
4,7
Features
4,6
Ease of Use
4,5
Customer Support
4,7
97% recommended this app
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.


Jacob W.

Excellent Experience Overall - I Recommend LiveAgent

The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.


Verified Reviewer

Solid customer service software

Used this software as a consumer and have only had good experiences: easy use, rapid response, good results.


Ben H.

Significant Value for the price


Aka R.

Customer support is no more a headache

This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.


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

Great Features & Great Speed

Used Daily for 1-5 months
Reviewed on 2020/03/17
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

Jacob W.
Industry: Computer Software
Company size: 11-50 Employees

Excellent Experience Overall - I Recommend LiveAgent

Used Daily for 2+ years
Reviewed on 2020/02/08
Review Source: Capterra

The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Pros

For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Cons

Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

Response from QualityUnit

Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Hospital & Health Care
Company size: 201-500 Employees

Solid customer service software

Used Other for 2+ years
Reviewed on 2020/09/24
Review Source: Capterra

Used this software as a consumer and have only had good experiences: easy use, rapid response, good results.

Pros

Allows customers rapid communication with customer service and prevents long wait times on the phone. Ability to start tickets and many unnecessary phone calls can be avoided. Free service avaialble.

Cons

Not as large as other customer chat softwares, but no obvious shortcomings due to this fact. Would recommend this software.

Response from QualityUnit

Hi there,
Thank you very much for such kind feedback. It's amazing to hear that you have been satisfied with LiveAgent and that it has made a positive impact on your everyday work life. You know where to find us in case of any questions - our support team is online 24/7!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

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

Significant Value for the price

Used Daily for 1+ year
Reviewed on 2020/02/18
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

Aka R.
Industry: Information Technology & Services
Company size: 2-10 Employees

Customer support is no more a headache

Used Daily for 6-12 months
Reviewed on 2020/06/21
Review Source: Capterra

This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.

Pros

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Cons

There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

Response from QualityUnit

Thank you very much for your excellent review! We are thrilled to have you with us and even more thrilled to hear that you are happy with LiveAgent! I am also glad to hear that handling your customer support does not give you a headache anymore, that's exactly why LiveAgent was created! Regarding the customization of the Knowlege base and the chat widget, there are various templates and customization settings but if that's not enough and somebody would want to have it designed in a way that would match their website completely, there is still a possibility of using the custom CSS. You know where to find us should you need anything! :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9/10
Based on 947 user ratings
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LiveAgent Pricing

LiveAgent Pricing

Starting from
US$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 947 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 947 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: US$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