About LiveAgent
LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 180+ 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)
Pricing starting from:
US$15,00/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 software. Very customer friendly also!"
- Jeremy Otten, CEO of Random Solutions
Devices
Business size
Markets
Andorra, United Arab Emirates, Afghanistan, Antigua & Barbuda, Anguilla, Albania, Armenia, Curaçao, Angola, Argentina, American Samoa, Austria, Australia, Aruba, Åland Islands, Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Bahrain, Burundi, Benin, Bermuda, Brunei, Bolivia, Brazil, Bahamas, Bhutan, Botswana, Belarus, Belize, Canada, Congo - Kinshasa, Central African Republic, Congo - Brazzaville, Switzerland, Cook Islands, Chile, Cameroon, China, Colombia, Costa Rica, Cuba, Cape Verde, Cyprus, Czechia, Germany, Djibouti, Denmark, Dominica, Dominican Republic, Algeria, Ecuador, Estonia, Eritrea, Spain, Ethiopia, Finland, Fiji, Falkland Islands, Micronesia, Faroe Islands, France, Gabon, United Kingdom, Grenada, Georgia, French Guiana, Guernsey, Ghana, Gibraltar, Greenland, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Greece, Guam, Guinea-Bissau, Guyana, Hong Kong SAR China, Honduras, Croatia, Haiti, Hungary, Indonesia, Ireland, Israel, Isle of Man, India, Iraq, Iceland, Italy, Jersey, Jamaica, Jordan, Japan, Kenya, Kyrgyzstan, Cambodia, Kiribati, Comoros, St. Kitts & Nevis, South Korea, Kuwait, Cayman Islands, Kazakhstan, Lebanon, St. Lucia, Liechtenstein, Sri Lanka, Liberia, Lesotho, Lithuania, Luxembourg, Latvia, Libya, Morocco, Monaco, Moldova, Montenegro, St. Martin, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar (Burma), Mongolia, Macao SAR China, Northern Mariana Islands, Martinique, Mauritania, Montserrat, Malta, Mauritius, Maldives, Malawi, Mexico, Malaysia, Mozambique, Namibia, New Caledonia, Niger, Norfolk Island, Nigeria, Nicaragua, Netherlands, Norway, Nepal, Nauru, New Zealand, Oman, Panama, Peru, French Polynesia, Papua New Guinea, Philippines, Poland, St. Pierre & Miquelon, Puerto Rico, Palestinian Territories, Portugal, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Russia, Rwanda, Saudi Arabia, Solomon Islands, Seychelles, Sudan, Sweden, Singapore, St. Helena, Slovenia, Svalbard & Jan Mayen, Slovakia, Sierra Leone, San Marino, Senegal, Somalia, Suriname, São Tomé & Príncipe, El Salvador, Syria, Eswatini, Turks & Caicos Islands, Chad, Togo, Thailand, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Turkey, Trinidad & Tobago, Tuvalu, Taiwan, Tanzania, Ukraine, Uganda, United States, Uruguay, Uzbekistan, Vatican City, St. Vincent & Grenadines, Venezuela, British Virgin Islands, US Virgin Islands, Vietnam, Vanuatu, Wallis & Futuna, Samoa, Yemen, Mayotte, South Africa, Zambia, Zimbabwe and 220 others
Supported Languages
Arabic, 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, pt-br and 23 others
Pricing starting from:
US$15,00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of LiveAgent: 166
- 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 Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- 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 Templates
- Email Tracking
- Employee Activity Monitoring
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IT Asset Management
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Incident Management
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Network Monitoring
- 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
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing
- 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
Zendesk
Freshdesk
Zoho Desk
HubSpot CRM
Reviews
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- Industry: Building Materials
- Company size: 51-200 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Features & Great Speed
Reviewed on 2020/03/17
LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales...
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! :)
- Industry: Computer Software
- 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 9.0 /10
Excellent Experience Overall - I Recommend LiveAgent
Reviewed on 2020/02/08
The customer support team for LiveAgent has been excellent, helping work through our needs and how...
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.
Reasons for Switching to LiveAgent
Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.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.
- Industry: Information Technology & Services
- Company size: 51-200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Very useful product at a reasonable price
Reviewed on 2022/01/06
We were managing customer support via a shared inbox, so it was a big shift to LiveAgent. It has...
We were managing customer support via a shared inbox, so it was a big shift to LiveAgent. It has been easy to set up and has brought a lot of benefits around visibility and tracking. Everyone I've dealt with at the company has been great.
Pros
Super easy to set up. Solid ticketing system that does everything we needed and feels like it can grow with us. Also integrates with our Slack so we never miss a ticket.
Cons
Some of the UI is a little bit un-intuitive, but their support has been excellent when I've needed help.
I'd love the styling on the knowledge base to be a bit nicer.
Reasons for Switching to LiveAgent
Got the features we needed at the best price.Response from QualityUnit
Hello Daisy! :) Thank you for your feedback. It's one of our priorities to keep LiveAgent easy to set up as well as to keep adding integrations such as Slack so our customers can use LA along with any software they need for their business to grow.
- LiveAgent Team
- 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.
Reasons for Switching to LiveAgent
price affordable and worthy featuresResponse 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.
- Industry: Government Administration
- Company size: 501-1 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
An Easy and dependable app
Reviewed on 2021/10/08
The Live agent has been a very essential app to our organization as it improved our response time...
The Live agent has been a very essential app to our organization as it improved our response time to our clients which has improved our productivity.
Pros
This is an easy to use app which helps me in managing my clients perfectly. It helps me keep tabs on my clients with so many reporting features which I can actually choose from. I love the interface it uses to display clients information which is always on request.
Cons
I was making use of this software and logged into two browsers, the first session was actually closed to my surprise and this happened a lot of time after that period. The software interface should also be upgraded by the developers as it looks more of an old app.
Response from QualityUnit
Hello, thanks a lot for your kind feedback! :) We are glad to see that you are happy with LiveAgent. You know that we are here for you 24/7 whenever you need any help or guidance :)
-LiveAgent team
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 View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
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.
Q. Who are the typical users of LiveAgent?
LiveAgent has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does LiveAgent support?
LiveAgent supports the following languages:
Arabic, 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, pt-br
Q. Does LiveAgent support mobile devices?
LiveAgent supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does LiveAgent integrate with?
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, CS-Cart Enterprise, ChargeDesk, ClickFunnels, ClickSend, ClickUp, Clockify, Close, CloudApp, CloudTalk, CommuniGate Pro, ConvergeHub, CoreCommerce, DID Logic, Delighted, Drupal, Drupal Commerce, ExpressionEngine, Facebook for Business, Flowroute, Formidable Forms, Fortune3, GetResponse, Gmail, GoDaddy Email Marketing, GoDaddy Website Builder, Google Analytics 360, Google Calendar, Google Contacts, Google Forms, Google Sheets, Gravity Forms, Hallo, Help Desk Migration, Highrise, HubSpot CRM, IceWarp, Insightly, Instagram, Intercom, Jira, Joomla, JoomlaLMS, Keap, Klaus, Klaviyo, Kopano WebApp, MDaemon Email Server, MagentaCloud, Magento 2, MailEnable, Mailchimp, ManyChat, Meetingbird, Mobex Hosted PBX, Modulus, MySQL, NetCrunch, Nicereply, 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, SharpSpring from Constant Contact, Shift4Shop, ShipStation, Shopify, Silverstripe CMS, Simplesat, Sinch, Slack, Socialbakers Analytics Plus, 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, Wix, Wix Answers, WooCommerce, WordPress, X-Cart, Xero, Zadarma, Zapier, Zoho Mail, iCloud, monday.com, sipgate team, uKit AI, vcita
Q. What level of support does LiveAgent offer?
LiveAgent offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
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