LiveAgent

LiveAgent

Great customer service starts with better help desk software

4.7/5 (744 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
USD 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
/
5 744 reviews
Excellent
526

Very good
194

Average
19

Poor
5

Terrible
0

Value for Money
4.6
Features
4.5
Ease of Use
4.5
Customer Support
4.7
97% recommended this app
Andreina C.

An excellent platform to offer customer service

Satisfied customers and time saving.


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.


Jonathan P.

Amazing Desktop software

For Desktop it is incredible software.
Mobile = LOL


Ricardo D.

LiveAgent chat custom image error

I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.

After I realised, I try to change it back. But the option of custom image was not working anymore.

I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif

He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png

This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.


Jamie T.

Outstanding technical support software

Despite the minor troubles, this service is constantly improving and is clearly committed to future growth and enhancement. Their approach to service has actually been an inspiration to my own company (we are a SaaS-based service ourselves). They've become integral to our ongoing business processes.


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

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.

Response from QualityUnit

Hello Guy, thank you very much for nice review. We appreciate it. Have a nice day :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Jonathan P.
Industry: Retail
Company size: 13-50 Employees

Amazing Desktop software

Used Daily for 6-12 months
Reviewed on 29/11/2019
Review Source: Capterra

For Desktop it is incredible software.
Mobile = LOL

Pros

The customization to create departments, ticket rules, labels etc etc is incredible. You can really control where your support requests / emails / facebook messages are going.
Those emails you think, "maybe I can answer this in one year", you can safely store away for later.

Have employees answer the bulk of the emails, have them transfer the difficult ones to you at the end of the day. Then answer when you have time. The settings allow for amazing flexibility for all these things.

Cons

To say they have mobile functionality is false advertisement. Mobile, from the live agent app to the live phone app is so broken that I would rather it didn't exist.

Insane bugs that I can't believe exist. I have spent hours and hours of my time (and money) trying to make basic things work. When I finally gave up and contact support, it turns out they already know about the bugs and it seems they can't fix them.

I spent good money buying SSIP phone numbers etc that were supposed to allow my agents to operate on mobile. When it came to using Live Agent the apps were so broken that I had to cancel all the 3rd party services I had bought to try and get everything running.

I scrapped the entire concept of mobile agents down to the shockingly bad Live Agent Phone apps.

Mobile functionality with Live Agent is nothing but a bad marketing joke.

Response from QualityUnit

Hello Pepper, thank you very much for your feedback. We appreciate it :) Have a nice day.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Ricardo D.
Industry: Education Management
Company size: 13-50 Employees

LiveAgent chat custom image error

Used Daily for 1+ year
Reviewed on 10/08/2016
Review Source: Capterra

I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.

After I realised, I try to change it back. But the option of custom image was not working anymore.

I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif

He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png

This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.

Pros

It works pretty nice

Cons

You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.

Response from QualityUnit

Thank you Ricardo for your LiveAgent feedback.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Jamie T.
Industry: Computer Software
Company size: 2-10 Employees

Outstanding technical support software

Used Daily for 1+ year
Reviewed on 26/11/2019
Review Source: Capterra

Despite the minor troubles, this service is constantly improving and is clearly committed to future growth and enhancement. Their approach to service has actually been an inspiration to my own company (we are a SaaS-based service ourselves). They've become integral to our ongoing business processes.

Pros

The software is simple to set up, has a lot of great features, and really helps a team drive the technical support process together.

Cons

The current UI can be a little clunky at times, and there is an annoying issue of the system allowing only one instance of each user account to be logged in at one time, which causes access from the mobile app to kick out your desktop app's logged in session.

Response from QualityUnit

Hello Jamie, thank you very much for nice rating. We appreciate it. Have a nice day :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.9/10
Based on 744 user ratings
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LiveAgent Pricing

LiveAgent Pricing

Starting from
USD 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
4.6/5
Based on 744 user ratings
Compare value for money rating with alternatives
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LiveAgent Features

LiveAgent Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable 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
4.5/5
Based on 744 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: USD 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