LiveAgent

4.7 (1,665)
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Web-based help desk so customer service agents

Overall rating

4.7 /5
(1,665)
Value for Money
4.7/5
Features
4.6/5
Ease of Use
4.6/5
Customer Support Software
4.7/5

97%
recommended this app
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1665 Reviews

Gary
Gary
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 Software
  • Likelihood to recommend 9.0 /10

I think LiveAgent is fantastic software

Reviewed on 18/08/2023

Every company needs the ideal thing, which is to treat every email as a ticket. If a client does...

Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Pros

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Cons

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Response from QualityUnit

Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :)

You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention!

Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service.

Thank you for being an awesome part of our journey!

- LiveAgent Team

Richard
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Live Agent is practical

Reviewed on 17/09/2024

From the getgo, it was self explanatory .

From the getgo, it was self explanatory .

Pros

Ease of use , control functions and setup .

Cons

Not much to say . Perhaps slight delay in logging in

KIRAN
Overall rating
  • Industry: Translation & Localization
  • Company size: Self Employed
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

verification

Reviewed on 09/09/2024

I was trying to resole a issue there is a lot of verification needed an acoount reference shoul be...

I was trying to resole a issue there is a lot of verification needed an acoount reference shoul be inoof to bring up my details

Pros

It was easy to use the system the and get my question across

Cons

how long the responce took some times i was waiting a while

Xiluva
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Customer Support & Service Tool of 2024: LiveAgent

Reviewed on 13/11/2024

Pros

Enhancing customer satisfaction is the main objective of every business. LiveAgent allocates tools such as customer support, live chat, call recording which enables me to offer maximum customer service in one tool.

Cons

Never have I had even a glitch while offering customer support with LiveAgent.

Response from QualityUnit

Hi Xiluva! Thanks for your stellar review. It's fantastic that LiveAgent helps you deliver top-notch customer service. Let us know if you ever need anything!

- The LiveAgent Team

Prashanth
Overall rating
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Live Agent Experience - Prashanth

Reviewed on 24/09/2024

Their customer service team is at par excellent

Their customer service team is at par excellent

Pros

I like the Features and Integrations live agent provides

Cons

One stop solution of integrated Call, Chat & Emails

Alternatives Considered

tawk.to and Freshdesk

Reasons for Choosing LiveAgent

Zendesk stopped offering Chat visitor list

Switched From

Zendesk Suite

Reasons for Switching to LiveAgent

Because felt has more to offer and integrations
Joey
Overall rating
  • Industry: Cosmetics
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Great product for many reasons.

Reviewed on 04/07/2024

A powerful customer support platform with a plethora of features that cater to the diverse needs of...

A powerful customer support platform with a plethora of features that cater to the diverse needs of businesses. Its multichannel support, efficient ticket management, customization options, and robust reporting make it a compelling choice for companies seeking a comprehensive support solution.

Pros

Allows businesses to manage customer inquiries from various channels such as email, live chat, phone, and social media in one unified platform. This makes it convenient for us!

Cons

For small businesses like mine with limited budgets, the higher cost of LiveAgent's subscription plans may be a drawback.

Alternatives Considered

HappyFox Help Desk

Reasons for Switching to LiveAgent

happyfox was also tried out to use for our comapny.

Response from QualityUnit

Hi Joey, thanks for your review. It's great to hear that you find LiveAgent's multichannel support convenient. We understand concerns about costs for small businesses. We aim to provide value and are happy to discuss your needs to find the best plan for you.

Feel free to reach out anytime.

- The LiveAgent Team

Phil
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Highly recommend

Reviewed on 20/08/2024

Highly recommend, competitively priced and great customer support.

Highly recommend, competitively priced and great customer support.

Pros

Quick and simple to setup with in depth ticket managing system.

Cons

It would be useful to have the option of different widgets depending on mobile or desktop usecase.

Response from QualityUnit

Hi Phil,
Thank you very much for your kind review. We are glad to hear you have been satisfied with LiveAgent's role in your customer care. Our team will be happy to receive suggestions on how to improve the chat widgets - you can reach us via chat or email 24/7!
-LiveAgent team

Lukasz
Overall rating
  • Industry: Luxury Goods & Jewelry
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

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

Next level communication app

Reviewed on 26/09/2024

Good experience, when compared to another application offering these tools I prefer this one much...

Good experience, when compared to another application offering these tools I prefer this one much more.

Pros

Easily helps us get all communication channels in one place.

Cons

Had a little bit trouble setting up SIP Trunk but finally made it work.

Response from QualityUnit

Thanks for your positive review, Lukasz! It's great to hear that LiveAgent brings all your communication channels into one place. Sorry to hear about the SIP Trunk setup issues, but glad they were resolved. If any other questions come up, feel free to reach out.

- The LiveAgent Team

Jonathan
Overall rating
  • Industry: Consumer Electronics
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 3.0 /10

Awesome Software for Your Business

Reviewed on 23/09/2024

Amazing so far. So many more capabilities than I sm used to.

Amazing so far. So many more capabilities than I sm used to.

Pros

We are an electronic repair shop that came from Pure Chat and we are in love with all the capabilities of this software. More affordable and more offerings equals success! I highly recommend.

Cons

Nothing yet! Been testing for two weeks now and it is perfect.

Craig
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

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

moving to Liveagent...

Reviewed on 04/09/2024

While we're still only in a trial, liveagent seems promising.

While we're still only in a trial, liveagent seems promising.

Pros

Seems to do everything including voice call integration.

Cons

We havent seen anything we dont like yet.

Response from QualityUnit

Hi Craig,
Thank you very much for your review. We are glad to hear you have been satisfied with our software during the trial period and hope you will be equally happy in the live environment. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team

Emma
Emma
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

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

Excellent Customer Service for the Price

Reviewed on 11/08/2023

It was definitely worth the time and effort required to adjust to the new method. Thanks to its...

It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one.

Pros

LiveAgent's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard.

Cons

If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? LiveAgent delivers just as advertised by devoting maximum real estate to its features.

Response from QualityUnit

Hey there,

It's great to hear that our customizability has been effective for your operations. It's our mission to provide a platform that can be tailored to suit unique business needs. On your point about our simple interface layout, we believe in function over flash to ensure a seamless user experience.

We're glad that the transition to using LiveAgent has been beneficial in managing your message backlog. Also, isn't it amazing how variety in language options can open doors to diverse customer bases?

Thanks for your kind words about our prompt technical support. We strive to keep this up!

- LiveAgent Team

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

Overall rating

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

Excellent value for money

Reviewed on 21/09/2023

Pros

I have been using my LiveAgent subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system.

Cons

The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update.

Response from QualityUnit

Hi David,
Thank you very much for your kind review. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard every day to further improve the system, including future plans for the UI, so stay tuned for upcoming updates!
-LiveAgent team

Sonu
Overall rating
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Most genuine customer help and support provider

Reviewed on 07/11/2024

Our business is also small but on the other hand we generally need to connect with our customers on...

Our business is also small but on the other hand we generally need to connect with our customers on a daily basis and it become a very hectic task for our support team to deal with every problem which in day to day basis after installing livechat in our business the effectiveness of customer support has been improved alot and we are also able to save a lot of time.

Pros

Live agent is one of the most advanced chatbot tool which help our business to connect with our customers through chats, phone calls and other sources. It works online and it's interfaces is also quite simple and easy to navigate and learn as we have been using this from more than 2 years now. So, it has definitely helped us in laying off lots of physical customer support from the organisation.

Cons

I did not find anything which did not directly helped in growth of our company it is just that the software is quite premium in terms investment which it asks from companies on the other hand it also provides lots of chatting options and customer connectivity features in the organisation but it may not be a great tool for small companies or local businesses.

Response from QualityUnit

Hi Sonu,
Thank you very much for such a kind review. We are glad to hear LiveAgent has been the right choice for you and that you have benefited from its multichannel capabilities. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team

Vania
Overall rating
  • Industry: Accounting Software
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

What I Experience with LiveAgent in Accounting Industry

Reviewed on 11/11/2024

Pros

LiveAgent enhances immediate customer support through live chat and integration with omichannels such as email, chat and social media.

Cons

Truth be told, I am getting everything I yearn to streamline customer satisfaction with LiveAgent.

Response from QualityUnit

Hello Vania,

Thank you for your review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :)

- LiveAgent Team

Adeniyi
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Call Center Management Tool: LiveAgent

Reviewed on 22/07/2024

Pros

Completely Without help desk tool or without out the right live chat program can lead to high losses. LiveAgent centralize live chat, call logging, communication and ticketing tools in one place.

Cons

Currently, there is no issue on LiveAgent; whenever I face bugs live support fix it rapidly upon request.

Response from QualityUnit

Hi Adeniyi, thank you for your positive feedback! If you ever need assistance or have suggestions, feel free to reach out. We’re here 24/7 to help you.

- The LiveAgent Team

Tayo
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Customer Support at Breeze for 24/7 with LiveAgent

Reviewed on 24/09/2024

Pros

LiveAgent enables me to save time by automating incident and ticket management which hell solve customer issues rapidly.

Cons

It was quite daunting to integrate to our company website until we acquired support from vendor technical team.

Response from QualityUnit

Hello Tayo, thank you very much for your review. We are happy to hear that handling your customer support with LiveAgent helps you save time. Feel free to contact our support team whenever you require any assistance, we are always here for you :)

Filipe
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Provides collaborative ground where teams can work efficiently in a shared inbox

Reviewed on 24/06/2024

Time-sensitive and efficient. It is simple to setup and get running. Best for managing complex...

Time-sensitive and efficient. It is simple to setup and get running. Best for managing complex support requests.

Pros

This tool has a built-in reporting functionality which makes customer issues tracking easy and argent. Also speeds up repetitive tasks like ticket assignment and replying to common queries at the same time preventing blunders like duplicate replies. They also provide complimentary customer support anytime assistance is needed.

Cons

LiveAgent normally fulfill my requests and I have no issues at this time.

Response from QualityUnit

Hi Filipe, Thanks for your review! It's great to hear that LiveAgent helps your team work efficiently. If you ever do encounter any issues, feel free to reach out anytime.

- The LiveAgent Team

Beatricia
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

LiveAgent is the way to go to give a totally fast support

Reviewed on 26/06/2024

Since its implementation in all our sales and support staff so they can communicate better with our...

Since its implementation in all our sales and support staff so they can communicate better with our customers. The sales team makes heavy use of LiveAgent on a daily basis, as it allows us to respond quickly and efficiently to any queries or concerns our customers may have via email and live chat. It works wonders for finding new customers and providing them with timely and relevant information.

Pros

LiveAgent is great because it consolidates all my communication channels in one place and makes it easy to automate my workflow. My response time is lightning fast every time a customer contacts me with a query or complaint. When customers visit our websites, they can ask us anything, and we can answer their questions conversationally.

Cons

When users need the tool's functionalities, sometimes it crashes or becomes slow; when this happens, they have to restart it to get it working properly again, which slows down our effectiveness. Note that this doesn't happen all the time, but it has happened to us.

osema
Overall rating
  • Industry: Financial Services Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Intelligent assistant to improve response time and distribute service load efficiently

Reviewed on 27/06/2024

LiveAgent has simplified our customer service system and enabled us to enhance our capabilities to...

LiveAgent has simplified our customer service system and enabled us to enhance our capabilities to respond more efficiently. It is wonderful that his organizational abilities and records enable us to better investigate all the details, identify areas of deficiency, and work to constantly improve them. It is wonderful that it has enhanced transparency and contributed to enhancing customer confidence in our services.

Pros

I appreciate the way LiveAgent's automation simplifies ticket creation for the customer, and its ability to seamlessly route to the appropriate departments quickly to provide the best service. I like the LiveAgent dashboard very much because it is comprehensive and contains all the details and everything related to open tickets and the latest updates to them. It is great that LiveAgent is able to reassure the customer by providing him with a reference number to follow up on the status of the order, which enables him to easily check when needed. I also love LiveAgent's marketing capabilities and its ability to ask questions that attract visitors to our site and connect them directly to the right person to answer their questions. The reports provided by LiveAgent are comprehensive and always help us to make improvements that contribute to attracting new customers more efficiently.

Cons

There are no negatives with LiveAgent, all services are excellent, but I believe that updating the notifications to include the importance of the ticket will enhance our ability to provide the appropriate response.

Response from QualityUnit

Hi Osema, Thank you for your positive review! It's great to hear that LiveAgent is benefiting your team. We also appreciate your feedback on enhancing notifications. We'll consider this for future updates to improve your experience further.

Feel free to reach out anytime.

- The LiveAgent Team

Clarke
Overall rating
  • Industry: Farming
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

IT Ticketing Platform of All Times

Reviewed on 05/02/2024

Pros

LiveAgent offers a wide range of features from email management, unified communications, customer experience to engagement in one single integrated repository.

Cons

Every aspect works perfect for me when using LiveAgent at workstation.

Nathalie
Overall rating
  • Industry: Insurance Software
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

You Need This To See What Your Website Visitors Are Looking For!

Reviewed on 12/05/2024

My experience with LiveAgent has been refreshing. It super simplifies the communication process...

My experience with LiveAgent has been refreshing. It super simplifies the communication process with both existing customers and prospects.

Pros

Pro Tip: Get LiveAgent and you'll instantly have a crystal ball allowing you to view your customer's online habits, what they are looking for the most, etc....

Cons

Absolutely nothing! This is a direct connection to every insurance seeker who comes to my website looking for a quote or some guidance on insurance coverages.

Response from QualityUnit

Hey Nathalie, thanks for your positive feedback! We're glad to hear that LiveAgent has made it easier for you to connect with your customers :) If you ever have any questions or need assistance, feel free to reach out. We're here 24/7 to help!

- The LiveAgent Team

Alen
Overall rating
  • Industry: Translation & Localization
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Satisfied user

Reviewed on 09/07/2024

Pros

Support from the Liveagent in every case we had so far.

Cons

Nothing, everything is great and we like it.

Alternatives Considered

Daktela

Response from QualityUnit

Hey there Alen :) Thank you for your 5-star review!

The LiveAgent Team

Giacomo
Overall rating
  • Industry: Facilities Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

LiveAgent: A Reliable Solution for Personalizing Customer Experiences

Reviewed on 02/04/2024

Pros

I like the efficient features of LiveAgent.
LiveAgent has been a reliable tool for personalizing customer experiences.

Cons

LiveAgent has been so effective and flawless to use.

Response from QualityUnit

Hey Giacomo, Thanks for sharing your review! It's great to see you're having a smooth experience with LiveAgent. Your feedback on personalizing customer experiences is valuable to us. If you ever need anything or have more thoughts to share, don't hesitate to reach out.

- LiveAgent Team

Philip
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Real time chat and 24/7 customer support with Liveagent

Reviewed on 04/12/2023

Communication has been enhanced thanks to the real-time chats and friendly and easy to use...

Communication has been enhanced thanks to the real-time chats and friendly and easy to use interface.

Pros

I like that it is possible to get real time chat with LiveAgent and their customer support is proactive when we face issues.

Cons

I have not experienced any issue with the tool and my experience has been nothing short of amazing

Response from QualityUnit

Thank you for the stellar review, Philip! :) We're thrilled to hear our real-time chat and proactive customer support meet your expectations. If you ever encounter any issues or need assistance, remember we're here for you 24/7.

- LiveAgent Team

Omer
Overall rating
  • Industry: Import & Export
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Seamless Multichannel Communication

Reviewed on 10/07/2024

LiveAgent made my job as a customer service representative easy and truly effective with the help...

LiveAgent made my job as a customer service representative easy and truly effective with the help of innovative tools.

Pros

I have loved the fact that LiveAgent allows us to deal with all client queries from all the different channels in just a single place in the endeavor to help them fastly and accurately.

Cons

The first thing is a little bit busy interface, but in the grand scheme of things, it is not a deal-breaker in the least.