LiveAgent

LiveAgent

Great customer service starts with better help desk software

4.7/5 (734 reviews)

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
Subscription
Value for money

14-day free trial, no credit card required.
Subscription plans:
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
Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Japan, Latin America, Middle-East and Africa
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

Screenshots

LiveAgent screenshot: Tickets overview
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
/
5 734 reviews
Excellent
522

Very good
189

Average
19

Poor
4

Terrible
0

Value for Money
4.7
Features
4.5
Ease of Use
4.5
Customer Support
4.7
97% recommended this app
Guy N.

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy...

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.


Sergey V.

I like Live Agent as a product and environment for the work of the support team.

Pros:

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

What could be improved:
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)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!


Tim R.

All-in-one support solution


Matthias V.

Not the cheapest solution around, but probably one of the best.

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.


Andreina C.

An excellent platform to offer customer service

Satisfied customers and time saving.


Guy N.
Industry: Arts & Crafts
Company size: 2-10 Employees

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

Used Daily for 1-5 months
Reviewed on 04/12/2019
Review Source: Capterra

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Pros

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone.
I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Cons

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Sergey V.
Industry: Internet
Company size: 51-200 Employees

I like Live Agent as a product and environment for the work of the support team.

Used Daily for 1+ year
Reviewed on 21/03/2017
Review Source: Capterra

Pros:

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

What could be improved:
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)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Pros

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

Cons

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)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Tim R.
Industry: Marketing & Advertising
Company size: 2-10 Employees

All-in-one support solution

Used Daily for 1-5 months
Reviewed on 10/09/2019
Review Source: Capterra

Pros

I love LiveAgent! In the past, I always used the same communication channels for business and private, or at least they were on the same device. Situations like this were quite common: I wanted to have a Skype call with my best friend, and suddenly a customer notices that l am online and sends me support messages via direct message. My messages used to be all over the place, you have a phone call with a customer, suddenly you get a WhatsApp support request three days later. Or some customer who lives in a different time zone calls you at 3 AM because they forgot about where you live and you forgot to turn off your phone. With LiveAgent I am streamlining my entire communication. I created a [email protected] address for my domain and forward any incoming email to LiveAgent. | also linked my contact form on my website via Zapier to create an instant ticket. Instead of giving customers my Skype ID, I use the built-in video call feature in LiveAgent, so there are no unforeseen interruptions. Voice calls can be integrated as well including a real landline phone number, which is cool. The chat Widget can be fine-tuned to only appear under certain conditions, for example, if someone is spending 15 seconds or more on the pricing page. Overall this tool allows me to have strong boundaries and office hours with customers. | am going to use the second user account for my assistant and then use the routing emails to automatically assign all tickets to him. This dramatically frees up my time

Cons

The design is slightly outdated and it was a bit complicated to find everything during setup.

Response from QualityUnit

Thank you very much fot your nice feedback.
we are happy that you are satisfied with us :) We still working on our improvement :)
Have a nice day

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Matthias V.
Industry: Information Technology & Services
Company size: 2-10 Employees

Not the cheapest solution around, but probably one of the best.

Used Daily for 6-12 months
Reviewed on 25/04/2017
Review Source: Capterra

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

Pros

Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Cons

Short cuts in rich text area are conflicting with the ones in the application

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Andreina C.
Company size: 13-50 Employees

An excellent platform to offer customer service

Used Other for 1+ year
Reviewed on 18/07/2018
Review Source: Capterra

Satisfied customers and time saving.

Pros

At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.

This program contains all the tools you will need so that your clients receive support in a timely manner.

It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.

Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.

On the other hand you can customize the portal support with your brand.

You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Cons

There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.9/10
Based on 734 user ratings
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LiveAgent Pricing

LiveAgent Pricing

Starting from
US$15.00/month
Free Trial
One Time License
Subscription
Value for money

14-day free trial, no credit card required.
Subscription plans:
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:
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 734 user ratings
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LiveAgent Features

LiveAgent Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.5/5
Based on 734 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

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

GetApp Analysis

GetApp Analysis

To improve satisfaction rates and strike more deals, businesses need to offer high-quality customer service. But in today’s digital environment, where face-to-face interactions are rare, it can be a challenge to provide the type of great support that customers and potential clients frequently demand. LiveAgent is working to provide organizations of all sizes with the tools they need to efficiently reach customers and handle support requests in real-time.

LiveAgent is multi-channel helpdesk software for businesses of all sizes, from one-man-operations all the way to large enterprises. By combining an all-in-one support ticket system with customer portals, universal inboxes, and built-in live chat software, LiveAgent is offering a way for organizations in every industry to provide better, faster, more organized customer support.

Dashboard

What is LiveAgent?

LiveAgent helps businesses thrive in customer service, with features like ticketing, ticket distribution, built-in live chat, Facebook ticketing, Twitter monitoring, reporting, built-in customer portals, and a call center integration with Twilio, all of which are designed to enable businesses to better organize their customer support and be available immediately when their customer seek help.

Through LiveAgent’s streamlined user interface, agents are able to respond to incoming emails, chats, phone calls, Facebook posts, and private messages 24/7. They can also monitor tweets that mention specific keywords or brand names. Its features are fully customizable, with no HTML coding required.

Businesses that utilize LiveAgent’s multi-channel helpdesk software benefit from better support, along with faster, more organized, and more consistent responses to customer queries. It can also increase customer satisfaction rates, which ultimately results in increased referrals and sales.

Chat Overview

LiveAgent Main Features

Ticketing

LiveAgent transforms every communication that comes into an organization into an active “ticket.” Tickets serve as communication threads between customers and support agents. They include all emails, live chats, phone calls, Facebook messages, and tweets, along with internal notes and other types of data related to the customer.

When customers contact your company, their communication is automatically transformed into tickets, each with its own reference number (ID). You’ll receive notification when new tickets have arrived, and you can login to the LiveAgent platform to communicate the status of the issue or request. As this status changes, you’ll move the ticket through the lifecycle, from “New,” to “Open,” “Answered,” “Resolved,” or “Postponed.”

Ticketing

Ticket Distribution

Automatic ticket distribution ensures that all support agents receive optimal load, and certain agents are being given more work than they can handle. LiveAgent’s software can be customized to define how many tickets, chats, and phone calls individual support agents should receive in a given period of time. The software will then take these rules into account when routing tickets and automating phone duties.

Based on the rules your organization has setup, LiveAgent will distribute tickets evenly within your team. It may also assign tickets to specific agents based on ticket parameters, like events or topics. If you are assigned a ticket that you cannot resolve, LiveAgent will allow you to change the ownership of the ticket to a different department or agent.

Ticket Ownership

Customer Portals

Built-in support portals are the ultimate resource for customers. Businesses will appreciate the added tools for collecting feedback, spurring ideas for future development, and supporting customers 24/7. Designed to include knowledge bases, forum posts, and customer feedback, Customer Portals serve as an information hub when agents aren’t online.

Customize your own customer portal to fit in with the look and feel of your business website, including any company branding elements you have in place. Once your portal is up and running, with a robust knowledge base and community for customer interaction, you’ll be able to support customers even when your agents are offline.

Support Portal

Build-In Live Chat

Unlike other help desk platforms, which require businesses to rely on third-party chats, LiveAgent has developed its own built-in solution. The ability to chat live with customers in real-time is an important part of LiveAgent’s platform.

Adding a live chat feature to a website provides real-time convenience to customers, and it can also increase leads and sales by providing customers with immediate access to answers in the moments before they decide whether to click “Buy.” LiveAgent’s live chat feature saves telephone support costs and enables agents to support more customers at once, since multiple chats can be run simultaneously.

Running Chat

Reports

Businesses can’t improve on the customer service they currently offer without the types of detailed analytics that LiveAgent provides. Inside the Reports tab, agents can find everything from usage statistics and performance reports, all the way to customer satisfaction ratings and outgoing messages, chats, and calls.

Use LiveAgent’s analytics to improve the service your support team is offering to clients and customers. Reports can quickly be filtered by channel, tag, or agent, allowing you to see which of your employees has the highest overall performance rating. Reports can also be filtered by date, which is helpful when evaluating how your company’s satisfaction rates have changed over time.

Analytics & Reports

LiveAgent Integrations

LiveAgent offers a REST API for custom integrations. The company also has pre-made third-party integrations—including an integration with Zapier—to help with business automation.

LiveAgent Pricing

LiveAgent offers two pricing options: cloud hosting and standalone licensing. Costs for cloud hosting start at $9 per agent, per month, for Ticketing and $14 per agent, per month, for Ticketing + Chat. An All-Inclusive plan is available for $19 per agent, per month. Starting packages include three agent seats. Businesses that opt for standalone pricing pay a one-time fee, with LiveAgent hosted on servers both in US (Texas) and EU (London).

LiveAgent Bottom Line

  • Helps businesses thrive in customer service
  • Organized and consistent customer support responses
  • Automatically transforms all incoming communication into “tickets”
  • Live chats generate more leads and improve satisfaction rates
  • Hosts servers in both in US and EU

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, Subscription

Free Trial: Available

14-day free trial, no credit card required. Subscription plans: 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:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small 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, 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