Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise. Our target customer is everyone who understands how important customer service is.

What Is LiveAgent?

LiveAgent is a fully-featured help desk software. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts.

LiveAgent is a feature rich multi-channel help desk software with 170+ help desk features including live chat, phone support, social media integrations, support portal and API.

LiveAgent Details

QualityUnit

https://www.liveagent.com

Founded 2004

Tickets overview
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LiveAgent pricing overview

See pricing plans

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$15.00/month.


Starting Price

US$15.00/month See pricing details

Pricing Details

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.

Free Version

Yes

Free Trial

LiveAgent deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

LiveAgent Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

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  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Event Triggered Actions
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • On-Demand Recording
  • Performance Management
  • Performance Metrics
  • Predictive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
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  • Complaint Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customisable Branding
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  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Email Management
  • Email Templates
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  • Issue Management
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  • Real-time Updates
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  • Routing
  • SSL Security
  • Self Service Portal
  • Social Media Integration
  • Social Media Monitoring
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  • Collaboration Tools
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  • Customer History
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  • Data Import/Export
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  • IVR / Voice Recognition
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LiveAgent Reviews

Read all reviews

Overall rating

4.7/5

Average score

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

Review software

Share your experiences with other software buyers.

Write a Review!
Barney B.
Head of Marketing
Building Materials, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 17/3/2020

"Great Features & Great Speed"

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.

Vendor Response

by QualityUnit on 25/3/2020

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! :)

  • Reviewer Source 
  • Reviewed on 17/3/2020
Jacob W.
Senior Customer Service / Technical Writer
Computer Software, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 8/2/2020

"Excellent Experience Overall - I Recommend LiveAgent"

Comments: 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.

Vendor Response

by QualityUnit on 12/2/2020

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.

  • Reviewer Source 
  • Reviewed on 8/2/2020
Arnab M.
Business & Technology Analyst
Information Technology & Services, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 19/3/2021

"Great product for managing client tickets"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 19/3/2021
Ben H.
Sales Manager
Retail, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 18/2/2020

"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.

Vendor Response

by QualityUnit on 4/3/2020

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! :)

  • Reviewer Source 
  • Reviewed on 18/2/2020
Maddie P.
Customer Experience Director
Leisure, Travel & Tourism, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 10/12/2020

"Switching to Live Agent saved our customer experience"

Pros: I love that Live Agent is so easy to use to manage tickets and our Knowledge Bases. The ability to add tags has completely changed the way we organize and store tickets.

Cons: Having a direct contact would be nice when we have questions, though the chat option on the website has worked well when needed.

Vendor Response

by QualityUnit on 16/12/2020

Hello Maddie, many thanks for your kind feedback! We are excited to have you with us and to hear that with LiveAgent you have managed to improve the way you handle your customer support! :) You can always email us at [email protected] if you prefer writing emails to chats :)

  • Reviewer Source 
  • Reviewed on 10/12/2020