LiveAgent
Great customer service starts with better help desk software
4.7 /5 (978 reviews) Write a Review!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
Pricing options
14-day free trial, no credit card required.
Subscription plans:
Free: $0/agent/month
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
Media
LiveAgent Reviews
LiveAgent Reviews
Great Features & Great Speed
LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.
The perfect fit for my needs.
All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.
Great ticketing system
Been using it in the past for a travel agency now for a HR recruiting company, for $15/month you won't get anything better than that!
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Great Features & Great Speed
Pros
We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.
Cons
There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.
Response from QualityUnit
Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)
The perfect fit for my needs.
All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.
Pros
I've tried many support software packages. Yes, there is one that I found that I like aspects of even more than LiveAgent but at the end of the day, LA brings more to the table. The fact that I can hook up multiple brands and manage them all from one login puts it over the top in my books.
Cons
Honestly, while the software has improved in the aesthetics department over time, it looks a bit dated. I do, however, like it's tabbed interface and customizability.
Response from QualityUnit
Hello Tyler, thank you for your honest feedback! I am glad to hear that from all the software packages you had tried out, you chose to go with our LiveAgent and we also do hope that it will always stay the one at the top in your books! :) Should you be interested in any of the features you are currently not using, feel free to reach out to our support and we will be happy to provide you with more info or help you implement it! :)
Perfect Zendesk alternative
Pros
All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!
Cons
Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated.
Significant Value for the price
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! :)
Great ticketing system
Been using it in the past for a travel agency now for a HR recruiting company, for $15/month you won't get anything better than that!
Pros
Functionality, tags, time rules, syncing with facebook leads, able to add VOIP phone. Can set up folders like an email account too, keeping notes. Customer support is brilliant.
Cons
The only thing that I would add is a drive folder for files
On top of that it takes some time to set it up, not that simple but if you have thhe patient to learn it you will see how great it is.
Response from QualityUnit
Hello Raz, thanks a lot for your kind review! I am happy to see that all the features you mentioned are helping you in your day to day work :) Feel free to shoot us with any suggestions on future improvements at [email protected], you can also start a chat with us 24/7 on our website :)
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LiveAgent Pricing
LiveAgent Pricing
14-day free trial, no credit card required.
Subscription plans:
Free: $0/agent/month
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:
Free: $0/agent/month
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.
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LiveAgent Features
LiveAgent Features
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Categories
Categories
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
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: $15.00/month
Pricing model: One Time License, Free, Subscription
Free Trial: Available
14-day free trial, no credit card required. Subscription plans: Free: $0/agent/month 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:
Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size 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. 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
LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.