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About LiveAgent

Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial.

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Pros:

Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.

Cons:

Nothing so far, still looking for something to complain about.

LiveAgent ratings

Average score

Ease of Use
4.6
Customer Service
4.7
Features
4.6
Value for Money
4.7

Likelihood to recommend

8.9/10

LiveAgent has an overall rating of 4.7 out 5 stars based on 1,647 user reviews on Capterra.

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Filter reviews (1,647)

Scott
Scott
Senior Director of Marketing in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

You'll be happy with LiveAgent, so make the transition right now!

5.0 last year

Comments: LiveAgent's capacity to provide real-time customer assistance interaction and the ability to handle difficulties in real time is something I much appreciate. I particularly enjoy how simple it is to connect with popular social networking sites in order to centralize all conversations with clients.

Pros:

LiveAgent has one of the greatest customer care teams out there, making it a top-tier customer service solution. Everything is straightforward and can be learned quickly. The process of putting it into action required zero wasted time. I appreciate the safeguards that keep our clients' information safe. In addition, I like the built-in live chat tools that guarantee first-rate, real-time customer service and make it simple to connect with and understand our clientele. All things considered, it's an excellent customer care product that any business serious about providing top-notch support to its clientele should definitely invest in.

Cons:

The help desk is there to quickly and simply fix any minor issues that may arise. As far as I can see, I don't have any problems at all.

QualityUnit Response

last year

Hi Scott, Thank you very much for your kind review. We are pleased that you have been satisfied with LiveAgent and the benefits it brings to your everyday work-life, as well as the support provided by our team. Keep up the amazing work! -LiveAgent team

Christian
Christian
Human Resources Manager in US
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Our support communications are centralized with LiveAgent

4.0 last year

Comments: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.

Pros:

It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.

Cons:

The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.

QualityUnit Response

last year

Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team

Jonathan
Marketing in Netherlands
Consumer Electronics, 2–10 Employees
Used the Software for: Free Trial
Reviewer Source

Awesome Software for Your Business

5.0 2 months ago New

Comments: 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.

Alberto
Operations Director in Spain
Marketing & Advertising, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Mediocre lifecycle management

3.0 3 years ago

Comments: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Pros:

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Cons:

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Alternatives Considered: Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent: price affordable and worthy features

QualityUnit Response

3 years ago

Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.

Carole
Full Professor, Dean of the Biotechnology and Bioinformatics department of INSA Lyon in France
Higher Education, 11–50 Employees
Used the Software for: Free Trial
Reviewer Source

Best quality/cost ratio among several ticketing systems I tried

5.0 3 months ago

Comments: Rather good, I have tested several tools and this one has the best quality/cost ratio. I would like to extend my trial period to make a demo to my colleagues and to my financial direction at the beginning of September, if possible.

Pros:

There is no time or storage space limits on the tickets The cost is affordable The servers can be in Europe and the system is RGPD-compliant The integration with Zimbra is also a plus (although I could not test it in the free trial)

Cons:

In case the student sends an email to me instead of the support address, I would like to forward it to the support address and to see a ticket associated to the student (not to me). When I forward a message to the support address, this automatically creates a ticket (this a good) but I have to manually re-assign the [sensitive content hidden] to the original expeditor. It would be better if LiveAgent automatically assigned the ticket to the original expeditor.

Alternatives Considered: Eudonet and Zendesk Suite

Reasons for Switching to LiveAgent: LiveAgent suffices for our needs and we cannot afford more expensive products

QualityUnit Response

3 months ago

Hi Carole, Glad to hear you find LiveAgent affordable with no storage limits. Regarding your feedback on ticket reassignment, it's noted. We recommend setting forwarding rules to automatically route emails correctly. For extending your trial, please contact our support team directly so we can assist you. - The LiveAgent Team

Dr. Vandana
DGM - Content Vertical in India
Management Consulting, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Outstanding customer service and held desk platform solution for businesses !

5.0 2 months ago

Comments: Overall, a great customer service and help desk software for businesses with advanced automation capabilities and improved reporting for customer satisfaction. The automation brings faster resolution of tickets of similar nature and overall TAT for the process outcome is improved after introducing LiveAgent in our IT system. Great product and awesome offerings !

Pros:

LiveAgent is one of the most unique and outstanding held desk software solution for businesses which comes with unified ticketing system offerings along with multi channel chat support system for wider reach, leading to overall greater customer satisfaction. LiveAgent offers personalisation and customisation features with advanced reporting system for real time reporting and bringing in automation features for overall quality enhancement.

Cons:

I often feel and observe that the UI handling and working often becomes bit cumbersome for new users as its bit crowded and needs more sorting and arrangement with structuring and layout. Some fine tuning is required to enhance its usability and make it more easily accessible to users without much hassle.

Grace
Procurement Officer in Kenya
Arts & Crafts, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Customer Service & Support Program: LiveAgent

5.0 3 weeks ago New

Pros:

I use LiveAgent on a daily basis to communicate with customers through voice, video and live chat. That way, K have improved customer satisfaction which help retain customers leading to high ROI.

Cons:

Never have I experienced any error on LiveAgent, even though I haven’t used it for so long.

QualityUnit Response

2 weeks ago

Hi Grace, Thank you very much for your kind review. We are glad to hear LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer service. Our team is here for you 24/7 in case of any questions! -LiveAgent team

David
Co-Founder in Nigeria
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

LiveAgent: Live Chat, Customer Support & Service Program

5.0 last month New

Pros:

LiveAgent is used across all departments in my organization. I like that it allows me to offer live customer support.

Cons:

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

QualityUnit Response

4 weeks ago

Hi David, Thank you very much for your feedback. We are glad to hear that LiveAgent has been the right choice for you and that you were satisfied with the support provided by our team during the integration process. We are here for you 24/7 in case of any questions or issues! -LiveAgent team

Raymond
Credit Officer in Kenya
Utilities, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Ticketing System that I Highly Trust

5.0 4 weeks ago New

Comments: With LiveAgent, I rapidly resolve customer issues which help retain them.

Pros:

LiveAgent enhance customer service and real-time communications through live chat, call center and ticketing systems.

Cons:

I am a daily user of LiveAgent and I barely encounter bugs and whenever I face slight issues, the vendor support team takes less than two hours to resolve.

Faria
Faria
Admin in US
Verified LinkedIn User
E-Learning, Self Employed
Used the Software for: Free Trial
Reviewer Source

Must try LiveAgent!

5.0 4 weeks ago New

Comments: Starting to build a connection. Look forward to have a good experience.

Pros:

Easy setup. It is offering great features to help you learn and grow. Great potential.

Cons:

So far very good. Nothing to dislike about LiveAgent.

QualityUnit Response

3 weeks ago

Hi Faria, Thank you very much for your review. We are glad to hear you have been satisfied with LiveAgent and its features. Our team is online 24/7 in case of any questions or issues! -LiveAgent team

Verified Reviewer
Verified LinkedIn User
Retail, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Live Agent has helped us to level up our customer service.

5.0 5 years ago

Comments: Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.

Pros:

This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.

Cons:

It would be great if their was downloadable graphs and charts, and generally easier reporting.

Alternatives Considered: HubSpot CRM

Reasons for Choosing LiveAgent: Cost and functionality

Switched From: Zoho Desk

Reasons for Switching to LiveAgent: It was easier to use than software we trialled, it offered more features and was more cost effective, more importantly I could see that it was scalable.

QualityUnit Response

5 years ago

Hello, we are glad that your overall volume of work has decreased thanks to LiveAgent. We are happy that you are on board with us. It's great to be part of such a great crew! Have a good days :)

Barney
Barney
Head of Marketing in UK
Verified LinkedIn User
Building Materials, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Great Features & Great Speed

5.0 5 years ago

Comments: 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.

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.

QualityUnit Response

5 years ago

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! :)

Francisco
technical director in Spain
Security & Investigations, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

The software that has changed our relationship with customers

5.0 5 years ago

Comments: LiveAgent has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company

Pros:

The positive points are many but the main ones are - Excellent technical attention (they attend quickly to any consultation) - Easy to manage - Supports multiple languages - Quite configurable - Complete options for technical support - We have managed to integrate some other services - Everything is customizable: emails, answers, FAQs, etc - The email response system is almost instantaneous and works perfectly

Cons:

Some negative points or points that need improvement: - Some customization options are missing - The database of frequently asked questions needs to be improved - We've never managed to use live chat - When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there - The aesthetics of dashboarding are still a little old - A web widget is missing (not wordpress) - The configuration of the emails is not very intuitive

Alternatives Considered: Zendesk Suite

Reasons for Choosing LiveAgent: We changed because there were failures. Sometimes the emails never arrived, or our responses were spammed. Other times, it was a problem of limited functionality

Reasons for Switching to LiveAgent: The prices are very expensive because to the base price you have to add a lot of complements that add up and add up, raising the price a lot. It seems to be a good platform but, besides, it has never answered several queries we made before paying (it seems that trial users are not served but we can't risk not being served either when we pay)

QualityUnit Response

5 years ago

Hi Francisco, Thank you very much for your honest feedback. We are glad to hear LiveAgent has been able to make your day-to-day work life a little easier. That said, we are aware no software is ever truly perfect - our team works hard every single day to further enhance and improve the software to truly match every need on the market. Don't hesitate to send us an email at [email protected] should you need any help at all and stay tuned for more updates!

Dave
Dave
President in Canada
Verified LinkedIn User
E-Learning, Self Employed
Used the Software for: 2+ years
Reviewer Source

Excellent Support for My Customers With Room to Grow

4.0 3 years ago

Comments: This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pros:

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Cons:

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Alternatives Considered: SherpaDesk and Spiceworks Cloud Help Desk

Reasons for Choosing LiveAgent: Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Switched From: TeamViewer Remote

Reasons for Switching to LiveAgent: Price and features

QualityUnit Response

3 years ago

Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :) - LiveAgent Team

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

LiveAgent is a complete help desk system

4.0 last year

Comments: I converted our company helpdesk to Live Agent a year ago due of its affordable, easy-to-use features. The option to save frequently used responses as "canned messages" was a major factor in our decision to migrate to Live Agent; however, we have subsequently discovered that the platform also provides many other useful capabilities.

Pros:

LiveAgent has exceeded my expectations after trying various other products. The product is user-friendly, improves my team's reaction time and customer satisfaction, and gives us access to useful data for future development. When I have a query, I like that I get an answer quickly.

Cons:

I wish we could regularly incorporate social media communications. There is a Facebook plugin, however it is unreliable and unpredictable. I'm hoping that in the future there will be a more robust option for incorporating social media messages.

QualityUnit Response

last year

Hi Lillian, Thank you very much for your feedback. We are glad that LiveAgent has been a good fit for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard everyday to further improve the system, including introducing new channels so stay tuned for great updates coming your way! -LiveAgent team

Julie
Julie
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

My help desk has a record of every time I asked for help

4.0 last year

Comments: Their method is straightforward and easy to use, which is why I appreciate it. Because of its adaptability and usefulness for real-time communication. It's easy to use and runs smoothly in the background, and I appreciate the reporting options and high efficiency it provides.

Pros:

Everything about it is great because it has features that are both useful and simple to operate. It has a lot of useful features, and I enjoy using the intuitive UI. I really appreciated the accessibility of the contact form editing and the live chat widgets.

Cons:

I could make up a story about something I enjoy if I really wanted to, but right now things are going swimmingly in the correct direction. We anticipate zero issues after the solution has been implemented and properly configured.

QualityUnit Response

last year

Hello Julie! Appreciate your detailed review! Your emphasis on our intuitive UI and useful features is quite precise. Thrilled to know you've found our contact form editing and live chat widgets hassle-free. Thank you once again for appreciating the straightforwardness and high efficiency of our system. Your support means a lot to us and we promise to continue delivering a system that runs smoothly in the background. - LiveAgent Team

Kelly
Kelly
Design Engineering Manager in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

The easiest to use customer service software

4.0 last year

Comments: It helps me organize the movies so that I can give my users a good experience. With this wonderful method, I am able to eliminate the need for assistance and significantly reduce the amount of time I spend responding to support tickets.

Pros:

Having pre-written answers available has been a huge time-saver. The option to make my own fields for recording certain bits of client data is also quite useful. My help desk has a record of every time I asked for help. It has helped me get back to support tickets much sooner.

Cons:

The UI is not always clear to me. It took some time for me to adjust to it. There are no other major problems. It took me a while to get everything set up, so there is a small learning curve.

QualityUnit Response

last year

Hey Kelly, Thanks for sharing your experience with LiveAgent, particularly noting the pre-written answers' efficiency. Time-saving features are our thing! :) It's great to hear that LiveAgent is helping you in the computer software industry and fitting well into your infrastructure. We're happy to be part of your team's journey in giving your users a solid experience. Remember, we're always here to help you organize those customer queries, like a well-curated movie collection. Thanks for your time and review! - LiveAgent Team

Stely
Stely
Director of Marketing And Development in US
Verified LinkedIn User
Retail, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Excellent value for the money

5.0 last year

Comments: Keeping track of time and generating reports is the biggest perk. In the past, we were flying blind, but now it only takes a few minutes to identify which divisions are overburdened and straining. Live chat has helped us speed up our responses to consumers.

Pros:

We find the LiveAgent's ticketing system and knowledge base to be particularly useful due to the high volume of inquiries we receive. Our team members share tickets fairly, and they may communicate with one another to offer quick support. Self-service options are now available, allowing us to give support around the clock.

Cons:

The Only little issue I've had with LiveAgent is the way it indents replies to emails by using a >. This is something I can live with, and the benefits certainly exceed the drawbacks.

QualityUnit Response

last year

Hey Stely, We appreciate your feedback. It's great to hear how much our ticketing system has positively impacted your workflow, especially with your high volume of inquiries. It's all about helping your team communicate efficiently and providing quick support. Happy to know our self-service options are providing round-the-clock assistance to your business. Thanks for recommending us! -LiveAgent Team

David
David
CEO in Hungary
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent value for money

5.0 last year

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.

QualityUnit Response

last year

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

Roberlandy
Roberlandy
CFO in Uruguay
Verified LinkedIn User
Leisure, Travel & Tourism, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Easy tool to keep track of information

5.0 5 years ago

Comments: We have greatly improved cross-communication between teams. We avoid conversations, calls and emails centralizing everything on the ticket to work. This increases team morale by increasing efficiency and positively impacts the satisfaction of our customers.

Pros:

In the travel and tourism industry there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that LiveAgent is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way. We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks. In this time where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools. And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.

Cons:

Honestly, with the ability to personalize the software, if there is something I do not like, it is because we have not configured it well. We have always been able to consult the support team about application ideas and have received answers and options according to our needs.

QualityUnit Response

5 years ago

Thank you so much for your kind and complex feedback, Roberlandy! :) We appreciate it a lot and we are super thrilled to hear that LiveAgent is helping you to manage your work in an easier and more efficient way and that it is also helping you with the cross-communication between your teams! LiveAgent was developed in a way that any kind and size of business would be able to configure it according to their needs, Just know that you can always reach out to us, should you need any help or answers to your questions! :) Our support team is always here for you :)

Shelby
Customer Service Manager & Internal Operations Manager in Switzerland
Leisure, Travel & Tourism, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great Product and Great Customer Service

5.0 5 years ago

Comments: I've been pleased by both the product and the customer service!

Pros:

While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Cons:

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

QualityUnit Response

5 years ago

Many thanks for your amazing feedback, Shelby! :) It means a lot to us and it makes us extremely delighted to hear that you find LiveAgent and our customer support great! I am also very glad that you are using all the features you mentioned! I personally love chat transferring as well because I can always get a hold of someone who can help and answer the customer's queries in case the chat got to the wrong department! Feel free to shoot us with any suggestions on improvements at [email protected]!

Ben
Manager in UK
Design, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Simplified support in one place

5.0 2 years ago

Comments: Live Agent has helped me respond to customers quicker over whatever communication they chose to use. It also means I can easily see past interactions with a customer when they contact us again, allowing me to come across as much more personal to them. The organisation of tickets is excellent, distributing them by department, or agent workload etc. This has definitely closed the gaps in our customer service response, making sure nothing falls through the cracks.

Pros:

The integration of multiple customer channels into one inbox. Customers can send me facebook messages, comment on posts, emails, contact form submissions etc. and they all come into one inbox. When I reply the message goes back to the customer using whatever system they used.It make us look super responsive on any platform!

Cons:

The interface is a little dated and could do with a refresh. the iOS app is limited and doesn't have access to canned responses etc.

Alternatives Considered: Help Scout

Reasons for Switching to LiveAgent: Price and ease of inbox.

QualityUnit Response

2 years ago

Hi Ben, Thank you very much for your feedback. We are glad to hear that LiveAgent has been the right choice for you when it comes to providing better customer care. Our team is working hard to improve the UI of both the web-app and our mobile app so keep an eye out for future updates! -LiveAgent team

Faith
Faith
Account Manager in Kenya
Verified LinkedIn User
Food & Beverages, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software.

5.0 2 years ago

Comments: The experience from our end has been a reliable one. From implementation to usage, LiveAgent has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer.

Pros:

LiveAgent dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

Cons:

LiveAgent ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added.

QualityUnit Response

2 years ago

Hello Faith! Thank you for your review of LiveAgent! It's awesome to see that our effort to make the platform reliable and easy to use is paying off :) Keep up the good work! - LiveAgent Team

Silvester
Silvester
Civil Engineer - Inspector of Works in Kenya
Verified LinkedIn User
Mechanical or Industrial Engineering, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Give customers the most reliable and easily accessible support services with LiveAgent

5.0 last year

Comments: We have been using LiveAgent for help desk and support services and true to its words, we have seen a great transformation on our customer support system. Now, we are able to respond to customer requests much quicker and easily and have given our customers easily accessible customer support services at all times.

Pros:

LiveAgent is a futuristic customer support platform which allows you to respond to you customers requests and communicate with them through multiple platforms in the likes of WhatsApp, Facebook, Twitter, Facebook, Gmail and others. This product is very easy to use for both the support staff and the customers making it possible to have a smooth customer support system within the organization. It offers outstandingly easy to use ticketing system which helps you to effectively receive, manage and respond to tickets. Also there is a live chatting function which customers can use to quickly reach out to the support team allowing proactive communication.

Cons:

Using LiveAgent is very easy and you don't need to posses any special skills. Also the support is very efficient and is 24/7 available so you are assured of quality user support every single step of the way.

QualityUnit Response

last year

Hey Silvester! It's great to hear about how LiveAgent has transformed your customer support system. Our primary goal is to make it easy for businesses like yours to have smooth and accessible communication with colleagues and customers. We appreciate the acknowledgement of our efficient 24/7 support – it's paramount that we assist users in every step of the way. Looking at your industry, we know how important timely communication and problem-solving are in civil engineering, so we're pleased that we can contribute in this aspect. Thank you for your feedback and recommendation, we're happy to have you onboard using LiveAgent. All the best! - LiveAgent Team

Daniel
Daniel
Principal, Commercial Growth Operations Leader in US
Verified LinkedIn User
Human Resources, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

LiveAgent allows the user to submit report requests

4.0 last year

Comments: I use LiveAgent on several jobs that are managed. We work with people within each of these companies. LiveAgent gives us access to all of the emails while designating how people have access to them, depending on the company we work for. LiveAgent is perfect for anyone who has multiple people and needs support tickets to move between different departments and individuals. The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.

Pros:

Support features make it possible for users to submit enhancement requests and choose the ones that matter most to them. In addition, it gives us the opportunity to have a discussion with the user as we implement and review a feature. The conversation can be publicly accessible by searching our knowledge bank. The conversation service works well and generates many excellent compliments from our users at the end of the conversation. Of the ninety-eight percent of those who chat with us, management will know how our customer service is doing.

Cons:

The mobile version has some flaws, but when it is up and running, at least it allows you to read and respond to emails. Examples of errors include not being able to move the ticket to another sector. Also, the feasibility of incorporating an administrator log in would be helpful in the mobile version. A couple of times, when solving a ticket, the website will not show the entire list of remaining posts. In spite of the fact that, when moving, tickets come up, so it's not a big difficulty, however I would like to observe if it is sanitized.

QualityUnit Response

last year

Hey there! Sounds like you've been making great use of the support features. We agree, engaging discussions while implementing and reviewing features can be super beneficial. We've noted your feedback about the mobile version. We're continuously working on tweaks and improvements to make it more seamless. It's always a good sign when our tool is making ticket management between different departments and individuals easier. That's the kind of efficiency we aim for. Thanks for your valuable insights. - LiveAgent Team