15 years helping Irish businesses
choose better software

What Is LiveAgent?

LiveAgent, a cloud-based Help Desk Software with 200+ integrations, streamlines customer communication via a shared inbox. Key features include social media integration, unlimited ticket history, and call recordings. Used by companies like BMW, Yamaha, and Huawei, it serves 150M users worldwide.

Start with a free 1-month trial, no credit card needed.

Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.

Where can LiveAgent be deployed?

Cloud-based
On-premise

About the vendor

  • QualityUnit
  • Founded in 2004

LiveAgent support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, American Samoa, Andorra, Angola and 194 others

Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish and 23 others

LiveAgent pricing

Starting Price:

US$9.00/month
  • Yes, has free trial
  • Yes, has free version

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$9.00/month.

About the vendor

  • QualityUnit
  • Founded in 2004

LiveAgent support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, American Samoa, Andorra, Angola and 194 others

Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish and 23 others

LiveAgent videos and images

LiveAgent Software - LiveAgent Connections
LiveAgent Software - Universal Ticketing System
LiveAgent Software - Live Chat Customer View
LiveAgent Software - Live Chat Agent View
LiveAgent Software - Call Centre
View 6 more
LiveAgent video
LiveAgent Software - LiveAgent Connections
LiveAgent Software - Universal Ticketing System
LiveAgent Software - Live Chat Customer View
LiveAgent Software - Live Chat Agent View
LiveAgent Software - Call Centre

Features of LiveAgent

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Social Profiles
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Geotargeting
  • IVR/Voice Recognition
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Quality Management
  • Queue Management
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Social Media Integration
  • Social Media Monitoring
  • Softphone Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • VoIP Connection
  • Voice Customisation
  • Voice Mail
  • Widgets
  • Workflow Configuration
  • Workflow Management

LiveAgent Alternatives

Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
Zendesk provides the complete customer service solution that’s easy to use and scales with your business. Learn more about Zendesk Suite
Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Save time and reduce costs with innovations that reimagine your customer relationships.
Kayako - Straightforward Live Chat to quickly connect for customer service across devices and platforms.
Intercom is an AI powered, automation-first, customer service platform that enables businesses to deliver fast support at scale.
How teams streamline customer communication to deliver exceptional service at scale. Learn more about Front

Reviews of LiveAgent

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jana
Jana
Senior Director Of Marketing in US
Verified LinkedIn User
Computer Software, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Elevated Quality of Service for Customers

5.0 7 months ago

Comments: I think firms medium and large in size would benefit from using LiveAgent because of how intuitive it is.

Pros:

LiveAgent is an indispensable tool for me to maintain tight relationships with my customers and my team. It's the finest platform for handling customer support requests since it's reasonably priced, has a straightforward user interface, and includes all the necessary tools.My interactions with clients have been simpler and more efficient as a result. aids our support staff in serving our clients more quickly and effectively.

Cons:

My team is functioning smoothly. Everything looks okay up until this point.

QualityUnit Response

7 months ago

Hello Jana :) Appreciating your warm feedback, especially about how we've been instrumental in streamlining your interactions with your customers. Customer relationships are indeed crucial, and it's great to see LiveAgent adding value in that area. Glad to read that your team's operation is running without a hitch in our platform. Just to let you know, we are persistently working on enhancing our features to accommodate the growing needs of large-scale businesses like yours in the computer software industry. We can handle all those emails and teams you mentioned, we've got you covered! Once again thanks for choosing LiveAgent. - 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 7 months ago

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

7 months ago

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

Guillaume
Poject Manager in Mauritius
Textiles, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Great and easy to use

5.0 4 weeks ago New

Comments: It was overall a great experience and I do not regret my choice.

Pros:

Easy to use and easy to setup, liveagent was up on my staging envoronment in 15 minutes. It was easy to configure my rules and good to go in less than 2 days

Cons:

Some features were hard to locate and I had to contact my customer sucecss manager quite often.

Alternatives Considered: Drift, LiveChat and Intercom

Reasons for Choosing LiveAgent: Zendesk was way too expensive for my budget

Switched From: Zendesk Suite

Reasons for Switching to LiveAgent: It is easier to use, less expensive and has all the features I need.

QualityUnit Response

3 weeks ago

Thank you, Guillaume, for sharing your experience. It's great to hear how swiftly you got LiveAgent set up! We're sorry some features gave you a bit of a hunt, though. Please know, we're here to help streamline that process for you - never hesitate to reach out 24/7 - LiveAgent Team

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 2 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

2 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.

Pierre
MD in Sweden
Sporting Goods, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent software at great price

5.0 last month New

Pros:

Simple to learn, complete and all in one software.

Cons:

I can not think of anything that is not good.

Alternatives Considered: Zendesk Suite

Reasons for Switching to LiveAgent: Better price and great product. Seams easier to use.

QualityUnit Response

last month

Thank you, Pierre, for your 5-star review! We're thrilled to hear you find LiveAgent easy to learn and appreciate its all-in-one functionality. If anything comes to mind that you'd like to see improved or added, we're here to listen and help make your experience even better! - LiveAgent Team