LiveAgent Reviews

4.7
Overall rating
Reviews

4.7
Overall rating
Reviews
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User Reviews Overview

About LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management,...

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Feature ratings

Value for Money
4.7
Functionality
4.6
Ease of Use
4.6
Customer Support
4.7

Browse LiveAgent Reviews

1,656 of 1,656 reviews
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Faria
Faria
  • Industry: E-Learning
  • Company size: Self Employed
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/10/2024

Must try LiveAgent!

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.

Response from QualityUnit

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

Replied 25/10/2024
Raffaele
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 23/10/2024

A very good tool for technical support

I have been using Live Agent throughout 2023 to provide telephone technical support working for a well-known manufacturer of photovoltaic inverters. The standard of service offered has been very high also thanks to the perfect correspondence of Live Agent's features with what we did.

Pros

Clean interface, reminder management, gamification, ticket info search.

Cons

Not perfect handling of multiple ticket merge.

Aarti
  • Industry: Events Services
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
4

3
Reviewed on 17/07/2024

LiveAgent Review- Best IT Product

Overall we and our team is satisfied using LiveAgent, we recommend users to try and use it.

Pros

LiveAgent is very good product to use in our company, we are able to manage remotely IT support and technical tickets

Cons

We are very satisfied with support and services. And we do not have anything to dislike about these products.

Response from QualityUnit

Hi Aarti, Thanks a bunch for your feedback! It's great to know you're happy with our support and services. If you ever need a hand or have any suggestions, just let us know.

- The LiveAgent Team

Replied 26/07/2024

Top LiveAgent Alternatives

Carole
  • Industry: Higher Education
  • Company size: 11–50 Employees
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 19/08/2024

Best quality/cost ratio among several ticketing systems I tried

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

Response from QualityUnit

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

Replied 22/08/2024
Paul
  • Industry: Retail
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 05/11/2024

Excellent Customer support software

Been with liveagent for a couple months now, I am sure there is more to learn, but everything working for me as I expected it too and how I need it too, so I am very happy.

Pros

I love everything about it, the format, layout the way of ease it helps my work flow to ensure I can easily track customer questions and requests... The live chat feature looks great on our store and the pop ups which I customer starts a chat ensures I dont miss anything, something which happened a lot with our previous software. Couple times I have reached out for support, they've come back very quickly and helped me with my own questions. Really happy with liveagent.

Cons

To be honest, not really comes across anything... I was looking for something simple, and for me this is it, works so well for my needs and my customers.

Sonu
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
3

4
Reviewed on 07/11/2024

Most genuine customer help and support provider

Our business is also small but on the other hand we generally need to connect with our customers on a daily basis and it become a very hectic task for our support team to deal with every problem which in day to day basis after installing livechat in our business the effectiveness of customer support has been improved alot and we are also able to save a lot of time.

Pros

Live agent is one of the most advanced chatbot tool which help our business to connect with our customers through chats, phone calls and other sources. It works online and it's interfaces is also quite simple and easy to navigate and learn as we have been using this from more than 2 years now. So, it has definitely helped us in laying off lots of physical customer support from the organisation.

Cons

I did not find anything which did not directly helped in growth of our company it is just that the software is quite premium in terms investment which it asks from companies on the other hand it also provides lots of chatting options and customer connectivity features in the organisation but it may not be a great tool for small companies or local businesses.

Response from QualityUnit

Hi Sonu,
Thank you very much for such a kind review. We are glad to hear LiveAgent has been the right choice for you and that you have benefited from its multichannel capabilities. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team

Replied 19/11/2024
Ojeleye
  • Industry: Hospitality
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 29/10/2024

Multi-channel Customer Support Program

Pros

I give double thumbs up to the fact that LiveAgent integrates multiple communication channels such as email, live chat, phone calls and social media into one single integrated repository.

Cons

LiveAgent is the most robust customer support program which I have ever used.
I find nothing to outline as a flaw since it accomplishes all my needs.

Response from QualityUnit

Hi Ojeleye,
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 its multichannel capabilities. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team

Replied 06/11/2024
Grace
  • Industry: Arts & Crafts
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/10/2024

Customer Service & Support Program: LiveAgent

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.

Response from QualityUnit

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

Replied 28/10/2024
David
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 08/10/2024

LiveAgent: Live Chat, Customer Support & Service Program

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.

Response from QualityUnit

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

Replied 15/10/2024
Vania
  • Industry: Accounting
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/11/2024

What I Experience with LiveAgent in Accounting Industry

Pros

LiveAgent enhances immediate customer support through live chat and integration with omichannels such as email, chat and social media.

Cons

Truth be told, I am getting everything I yearn to streamline customer satisfaction with LiveAgent.

Response from QualityUnit

Hello Vania,

Thank you for your review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :)

- LiveAgent Team

Replied 18/11/2024
Marc
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/07/2024

Very powerful application with an excellent customer service.

During the month that we have been working with them I can only have good words. A professional and fast team who have a very powerful tool that is helping us to improve our sales and purchasing numbers.

Pros

The level of customisation and tailoring to your business needs.

Cons

Some WhatsAPP business API features are missing, such as buttons, but I understand that they are already working on them.

Alternatives Considered

HubSpot CRM

Reasons for Switching to LiveAgent

A more affordable price, within the reach of smaller companies and with the features needed to help your sales team grow.

Response from QualityUnit

Hi Marc, Thanks for your awesome feedback! We're aware of the WhatsApp Business API shortcomings and are actively working to include these features soon.

If you have more questions or need support, feel free to contact us 24/7.

- The LiveAgent Team

Replied 09/08/2024
Phil
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/08/2024

Highly recommend

Highly recommend, competitively priced and great customer support.

Pros

Quick and simple to setup with in depth ticket managing system.

Cons

It would be useful to have the option of different widgets depending on mobile or desktop usecase.

Response from QualityUnit

Hi Phil,
Thank you very much for your kind review. We are glad to hear you have been satisfied with LiveAgent's role in your customer care. Our team will be happy to receive suggestions on how to improve the chat widgets - you can reach us via chat or email 24/7!
-LiveAgent team

Replied 28/08/2024
Luke
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 18/08/2023

Easy-to-use and all-in-one help desk and live-chat support platform. Elevate customer...

I like how perfect this help desk tool is and easy to use plus it has perfect security which meets our standards. Great user experience.

Pros

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Cons

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.

Response from QualityUnit

Hi Luke,
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 both with the system's features and the support provided by our team. Keep up the amazing work!
-LiveAgent team

Replied 22/08/2023
Danielle
Danielle
  • Industry: Sporting Goods
  • Company size: 5,001–10,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 10/08/2023

World's leading customer service team

It was definitely worth the time and effort required to adjust to the new method. We were able to reduce a massive message backlog thanks to the system's design and features.

Pros

I found it particularly useful that I could make notes and combine entries. In addition, the solution integrated seamlessly with our internal administration platform, allowing us instantaneous access to any client's bookings or profiles. As an added bonus, you may check to see whether anybody else has opened the ticket you're now working on.

Cons

The option to recall an e-mail immediately after sending it was the feature I most missed while switching from Gmail. Could have avoided some embarrassment if only...

Response from QualityUnit

Hi Danielle,
Thank you very much for your review. We are glad to hear that you have been satisfied with LiveAgent and that it has been beneficial to your everyday customer care. We will be glad to add your name to the list of people who would like to see the email revert feature so our developers can take a look at it. Have a wonderful day!
-LiveAgent team

Replied 18/08/2023
Lukasz
  • Industry: Luxury Goods & Jewelry
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/09/2024

Next level communication app

Good experience, when compared to another application offering these tools I prefer this one much more.

Pros

Easily helps us get all communication channels in one place.

Cons

Had a little bit trouble setting up SIP Trunk but finally made it work.

Response from QualityUnit

Thanks for your positive review, Lukasz! It's great to hear that LiveAgent brings all your communication channels into one place. Sorry to hear about the SIP Trunk setup issues, but glad they were resolved. If any other questions come up, feel free to reach out.

- The LiveAgent Team

Replied 10/10/2024
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/08/2024

My LiveAgent experience!

My overall experience is outstanding and beyond expectations.

Pros

I liked the way the information was straight forward and easily understandable. It was very thoroughly explained and I would recommend it to others.

Cons

I would suggest to include more audio visual content to enhance the experience of all users and reach all types of audiences and learners.

Response from QualityUnit

Thanks for your positive feedback! We'll pass your suggestion about adding more audiovisual content to our marketing team :)

If you have any more feedback or need assistance, feel free to contact us anytime.

- The LiveAgent Team

Replied 22/08/2024
Yvonne
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 31/07/2024

LiveAgent at ASEA

Support ticket management, live chat and customer engagement.

Pros

LiveAgent is the central repository for customer communication management in my Automotive agency. It streamlines customer support in real-time.

Cons

Were it not for LiveAgent, I would be facing a lot of issues engaging with customers.

Response from QualityUnit

Hey Yvonne! Thank you for your 5-star review :)

- The LiveAgent Team

Replied 09/08/2024
Kinga
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 27/06/2024

An excellent app for maintaining constant contact with your clients

Because LiveAgent provides rapid responses to client concerns, it is ideal for businesses with websites that have a high volume of visitors and questions. To better satisfy the needs of your customers, the built-in live chat tool allows you to handle their concerns and complaints about your services in near real-time.

Pros

Among the many great things about this application is how fast and easily any user can become used to its straightforward UI. There is a mobile version of the product that eliminates the requirement to physically visit an office team in order to initiate a live chat with clients.

Cons

Notifications are generated for certain messages, but not for others. It lacks the consistency of email notifications, which could be a mistake given the current state of affairs.

Response from QualityUnit

Hi Kinga, thanks so much for your detailed review! We’re really happy to hear you like the user-friendly interface and the mobile version. We get your concerns about the inconsistent notifications and will check this out with our team.

If you have more feedback or need help, just reach out anytime – we’re here 24/7.

Cheers,

- The LiveAgent Team

Replied 10/07/2024
Tayo
  • Industry: Nonprofit Organization Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 24/09/2024

Customer Support at Breeze for 24/7 with LiveAgent

Pros

LiveAgent enables me to save time by automating incident and ticket management which hell solve customer issues rapidly.

Cons

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

Response from QualityUnit

Hello Tayo, thank you very much for your review. We are happy to hear that handling your customer support with LiveAgent helps you save time. Feel free to contact our support team whenever you require any assistance, we are always here for you :)

Replied 27/09/2024
Clarke
  • Industry: Farming
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/02/2024

IT Ticketing Platform of All Times

Pros

LiveAgent offers a wide range of features from email management, unified communications, customer experience to engagement in one single integrated repository.

Cons

Every aspect works perfect for me when using LiveAgent at workstation.

Kagisho
Kagisho
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
3
Customer Support
2

4
Reviewed on 16/10/2023

Live Chat Agent

Live Agent is user-friendly even for less experienced users. They don't have to worry about using the tool instead the system improves overall customer experience.

Pros

Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.

Cons

It is good to technology improving people's lives, but one thing that must not be forgotten is that the same people using technology have feelings, they need someone with compassion, sense of humor and true feelings. Sometimes LiveAgent fail to cover human emotions.

Response from QualityUnit

Hey there Kagisho,

Appreciate your thoughtful insights. You nailed it about our reliable helpdesk solutions being a driver of workflow efficiency. Also, with LiveAgent we strive to keep things straightforward so you and your agents can focus on winning over hearts of your customers.

Touching on your thoughts about the human connection, we couldn't agree more. At LiveAgent, our tech is all about support, but it's our people-powered team that continues to put the 'live' in LiveAgent. Our customers chat with real humans, not robots. We strive to balance tech efficiency with hearty laughs and empathy :)

- LiveAgent Team

Replied 18/10/2023
Alen
  • Industry: Translation & Localization
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/07/2024

Satisfied user

Pros

Support from the Liveagent in every case we had so far.

Cons

Nothing, everything is great and we like it.

Alternatives Considered

Daktela

Response from QualityUnit

Hey there Alen :) Thank you for your 5-star review!

The LiveAgent Team

Replied 22/07/2024
Giacomo
  • Industry: Facilities Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 02/04/2024

LiveAgent: A Reliable Solution for Personalizing Customer Experiences

Pros

I like the efficient features of LiveAgent.
LiveAgent has been a reliable tool for personalizing customer experiences.

Cons

LiveAgent has been so effective and flawless to use.

Response from QualityUnit

Hey Giacomo, Thanks for sharing your review! It's great to see you're having a smooth experience with LiveAgent. Your feedback on personalizing customer experiences is valuable to us. If you ever need anything or have more thoughts to share, don't hesitate to reach out.

- LiveAgent Team

Replied 08/04/2024
Ezéchiel
Ezéchiel
  • Industry: Construction
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
0

4
Reviewed on 25/10/2023

Avis liveagent

It's a good customer management software. It works very well

Pros

Liveagent is the best customer management software among many others. It contains several features and its customer service is available at all times.

Cons

The major problem I encountered with liveagent is the inconsistency of its auto-reaction, especially in French. It is very responsive but not too relevant.

Response from QualityUnit

Hello Alfazar,

Glad to hear you're enjoying the ease of navigation with LiveAgent! That's something we strive for, so it's great to see it recognized.

When you say there's nothing missing and that LiveAgent makes your work easier, well, that's just what we're going for! The fact that we're meeting your needs and easing your process is the best type of news we can receive.

Thank you for your awesome review and your recommendations.

- LiveAgent Team

Replied 31/10/2023
Daniel
Daniel
  • Industry: Human Resources
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 12/08/2023

LiveAgent allows the user to submit report requests

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.

Response from QualityUnit

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

Replied 15/08/2023
1,656 reviews