About 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)
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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
Supported Languages
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Images
Features
Total features of LiveAgent: 191
- API
- Access Controls/Permissions
- Account Management Software
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts / Escalation
- Alerts/Notifications
- Anti Spam
- Applications Management
- Appointment Management
- Archiving & Retention
- Assignment Management
- Audit Management
- Audit Trail
- Authentication Software
- Auto-Responders
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Lead Distribution
- Availability Indicator
- Batch Communications
- Blended Call Center
- CMDB Software
- CRM Software
- Call Center Integration
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording Software
- Call Reporting
- Call Routing
- Call Scripting
- Call Transfer
- Caller ID
- Caller Profiles
- Campaign Management Software
- Canned Responses
- Case Management Software
- Cataloging/Categorization
- Change Management Software
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Complaint Management Software
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management Software
- Content Management System (CMS) Software
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement Software
- Customer Experience Management
- Customer History
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Data Import/Export
- Data Migration
- Decision Support Software
- Desktop Notifications
- Discussions / Forums
- Document Storage
- Drag & Drop
- Email Address Extraction
- Email Alerts
- Email Distribution
- Email Management Software
- Email Templates
- Email Tracking Software
- Employee Activity Monitoring
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing Software
- Forms Management
- Fraud Detection
- Full Text Search
- Gamification Software
- Geotargeting
- Help Desk Management
- IT Asset Management Software
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Incident Management Software
- Interaction Tracking
- Interaction Tracking
- Issue Management
- Issue Tracking Software
- Knowledge Base Management
- Knowledge Management Software
- Labeling
- Live Chat Software
- Macros/Templated Responses
- Mail Merge
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Company
- Multi-Department/Project
- Multi-Language
- Multi-Location
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Network Monitoring Software
- Offline Form
- On-Demand Recording
- Onboarding Software
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization and Behavioral Targeting Software
- Phone Key Input
- Prioritization
- Proactive Chat
- Procurement Management
- Productivity Analysis
- 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 Support Software
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing Software
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Social Media Monitoring Software
- Softphone Software
- Status Tracking
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Text Editing
- Text to Speech
- Third Party Integrations
- Ticket Management
- Timer
- Transcripts/Chat History
- Transfers/Routing
- Two-Factor Authentication
- Two-Way Audio & Video
- URL Customization
- Usage Tracking/Analytics
- Video Chat
- Video Support
- VoIP Connection
- VoIP Software
- Voice Customization
- Voice Mail
- WYSIWYG Editor
- Web Forms
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management Software
- eCommerce Management
Alternatives
Zendesk
Zoho Desk
Bitrix24
Salesforce Service Cloud
Reviews
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- Industry: Information Technology & Services
- 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 7.0 /10
Huge platform with many possibilties.
Reviewed on 16/04/2021
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to...
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.
Pros
I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.
Cons
As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.
Response from QualityUnit
Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]
- 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 Software
- Likelihood to recommend 9.0 /10
Excellent Experience Overall - I Recommend LiveAgent
Reviewed on 08/02/2020
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.
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: Retail
- 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 8.0 /10
Significant Value for the price
Reviewed on 18/02/2020
Pros
Price, Excellent customer support, large amount of features and functionality
Cons
While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.
Response from QualityUnit
Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)
- Industry: Information Technology & Services
- 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 8.0 /10
Great product for managing client tickets
Reviewed on 19/03/2021
It has been a great experience so far in managing client tickets and the best part is that the...
It has been a great experience so far in managing client tickets and the best part is that the platform is highly customisable to suit our companies needs and taste.
Pros
The product is extremely easy to use and the navigation is user friendly. And has all the features required for managing a ticketing system.
Cons
It would be great to have time to record features against each ticket. Currently, we have to use another platform (TimeNEye) to do that for us.
- Industry: Information Technology & Services
- Company size: 2-10 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Customer support is no more a headache
Reviewed on 21/06/2020
This a thing one must really go for. Live Agent can prove to be helpful for almost all business...
This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.
Pros
I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.
Cons
There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.
Response from QualityUnit
Thank you very much for your excellent review! We are thrilled to have you with us and even more thrilled to hear that you are happy with LiveAgent! I am also glad to hear that handling your customer support does not give you a headache anymore, that's exactly why LiveAgent was created! Regarding the customization of the Knowlege base and the chat widget, there are various templates and customization settings but if that's not enough and somebody would want to have it designed in a way that would match their website completely, there is still a possibility of using the custom CSS. You know where to find us should you need anything! :)
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: $15.00/month
- Pricing model: Free, Subscription
- Free Trial: Available
Q. What are the main features of LiveAgent?
We do not have any information about LiveAgent features
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, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian
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, 3dcart, AWeber, Actinic, Adobe Business Catalyst, BigCommerce, Braintree, CS-Cart, CloudApp, CoreCommerce, Drupal, Facebook, GetResponse, GoDaddy Website Builder, Google Analytics, Help Desk Migration, Highrise, Joomla, Magento Commerce, Mailchimp, Nicereply, OpenCart, Post Affiliate Pro, PrestaShop, ProjectManager.com, SharpSpring, Shopify, Slack, Squarespace, Twitter, Volusion, Web.com, WebSimplify, Weebly, Wix, WordPress, X-Cart, Zapier
Q. What level of support does LiveAgent offer?
LiveAgent offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for LiveAgent.
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