QualityUnit

LiveAgent

5 / 5 137 reviews

Who Uses This Software?

Anyone from small startups or one man operations to large scale businesses with main focus on SMB.


Average Ratings

137 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month/user
  • Pricing Details
    2 Agent Seats included in all plans.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • QualityUnit
  • www.ladesk.com/
  • Founded 2004
  • Slovakia

About This Software

LiveAgent is the Most reviewed and #1 Rated help desk software for SMB. 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.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

Wide range of options, highly customizable, great value

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I'm reviewing LADesk for my company. At the moment, side by side with Zendesk, it is meeting all our requirements (not few), for a lower price compared to the competitor. Their customer support looks incredibly responsible, I had all of my questions answered in minutes.

LiveAgent Ticket

Mar 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have tried out several ticket systems out there, no of them game even close to what you can offer from a ticket system, and for a very low price. I also tried out your online chat support. Never actually liked them, but your chat support was AMAZING very helpful and skillful personnel.

Good product

Jan 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: We use it for our company website. Product features are rich but with some limitations. Incoming email setting is a bit complicated but we only use for live chatting anyway.

Great value for money

Jan 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy use, excellent support from the developer, good price for hosted solutions with updates.

Overall: Liveagent is the best value for money - ultimate system with online chat, ticket system, phone support, social media. We appreciate reaction time, when we have questions.

Absolute satisfaction

Jan 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I am using LiveAgent daily at my work and I am absolutely satisfied with its quality, functionality, overview and with helping me to do better my job. I am also satisfied with their customer service because when we need them, they are quick, very helpful and also very nice.

I realy love this product, this simplify my work every day

Dec 17, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center

Cons: I find disappointing mobile application, it is unfortunate that it does not support messages in HTML format

Overall: I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center. This application allowed us to end the old support system with a traditional inbox with our business growth it became a real enfère to do so followed by our record. This application has enabled us to greatly simplify our job.

LiveAgent Review

Oct 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It gets the job done. As far as a ticketing system goes, it is perfect for us.

Cons: I with the knowledgebase part of LiveAgent was expandable but that's not their main focus, obviously.

Overall: Hello, we have been using LiveAgent now for close to 2 years now. We have never had an issue that support couldn't help us with. If you're looking for a ticketing system, LiveAgent is easy to use and easy to setup.

LiveAgent, auxilia sua empresa a Crescer e administrar a relação com seus clientes !

Aug 23, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: A empresa esta sempre inovando em integrações, novas formas de comunicar.
A empresa cresceu ao ouvir os anseios de seus usuários.
Trabalha Muito bem com os e-mails, departamentos, pessoas, chat e base de conhecimento.
Áreas como redes sociais também auxiliam o atendimento no sistema.
E sempre inovando possuem agora em beta, o atendimento com vídeo conferencia, áudio conferência, e muitos outros. Produto realmente fantástico.

Cons: O produto deixou de ser um produto para pequenas empresas, que poderia recomendar facilmente.
O produto teve o seu custo de aquisição elevado.
Na época em que comprei recomendava muito, hoje com o custo para aquisição elevado fica difícil recomendar para pequenas empresas.
Apesar da mudança na politica de preços, sabendo dos benefícios compraria novamente para minha empresa.

Overall: Utilizamos o LiveAgent antes mesmo de se tornar Liveagent, ainda em sua primeira versão como SupportCenter e a transformação que o produto foi muito grande, mas os benefícios são os mesmos.

A cada dia novas funcionalidades são acrescidas ao produto oferecendo sempre uma evolução de acordo com novas ferramentas e novas maneiras de se comunicar se apresentam.
As redes sociais hoje são uma importante ferramenta de comunicação e relacionamento com o cliente. o produto oferece um ambiente único que auxilia nossa empresa em todas estas áreas.

Recommendations to other buyers: Muito bom, equipe de suporte possui um atendimento excelente. Todos os problemas de erro no sistema são resolvidos rapidamente.

Tons of features with the lowest price possible

Aug 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Seamless integration - took us couple of hours to set everything up and start using it;
Price - one of the best on the market;
Features list - they offer much more features then others and for a lower price

Cons: During initial setup it did not work well in Safari browser. But after setting everything up using Firefox, I could use it just fine with Safari. Maybe the issue was on my side.

Overall: I'v been using LiveAgent for almost a year now. I'v tried different competitors before, but there was always something missing in the features offered or the price just was not right. LiveAgent had just all the right features for the right price.

Recommendations to other buyers: If your are looking for a support software, LiveAgent is the best choice for you. The customization and flexibility are amazing, you won't regret it, and after using it for a while, you will not be able to live without it

Vendor Response

by QualityUnit on August 15, 2016

Thank you Max. We appreciate your positive feedback about LiveAgent.

Great for our development and support team!

Aug 14, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Their customer support, user experience and processing. Also included is Chat which is great for webshops and web solutions.

Cons: No merging of tickets possible but they put it on a wish list however.

Overall: The UI is user friendly and it does not take us long to train new agents. Customers now only use mail but that process is supported sublime!

Recommendations to other buyers: Try it out. Their flexible setup almost supports any situation.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Erik for such nice words about LiveAgent. Appreciate your feedback!

Good Honest Help Desk

Aug 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: easy to use ticketing system, which is ideal for our customers as it gives history of the tickets without the need to actually log into the helpdesk. The knowledge base is excellent

Cons: the twillio interface is a little difficult to setup, but it is more powerful once you get the hang of it
the interface. But the backend isnt as good from a day to day usage viewpoint

Overall: We came from a competing product, and although it wasnt perfect it had things that Live Agent doesnt (and to be fair vice versa) However the transition was fairly painless, and we have settled down with it

Recommendations to other buyers: I think it will get better, their support is good, and as i said from the customer viewpoint it is really good

Vendor Response

by QualityUnit on August 15, 2016

Thanks Kevin, your feedback about LiveAgent is extremely valuable to us.

Great Product!

Aug 13, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The dev team has been very helpful getting everything set up. The flexibility of LiveAgent is very nice!

Cons: There's really nothing that I dislike. The product works well.

Overall: We've been users of QualityUnit software for many years, starting with the SupportCenter product in 2007. When that product was replaced by LiveAgent, we moved to the new platform.

The support has been great, making it easy to get things up and going. The developers have also been responsive, adding new features that we requested. Overall, a world-class product!

Recommendations to other buyers: It's very powerful software -- I know we only use a small portion of the capabilities. We're still working on getting better utilization from it. However, what we do use works really well!

Vendor Response

by QualityUnit on August 15, 2016

Thanks Andy for your feedback and being with LiveAgent over 8 years.

LiveAgent chat custom image error

Aug 13, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It works pretty nice

Cons: You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.

Overall: I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.

After I realised, I try to change it back. But the option of custom image was not working anymore.

I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif

He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png

This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Ricardo for your LiveAgent feedback.

Great ticketing system. Clean and easy to use, not littered with crazy features.

Aug 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Easy to use, modern design and not like all traditional old school help desks.

Cons: Slight learning curve/different way to think about managing tickets/

Overall: Customer support has been very helpful. Setup and tweaking is very easy and integration into the website could not have been simpler. This was a great pick for us due to its ticketing and chat features and the way they work together. The pricing was very reasonable, unlike some of their competitors.

Recommendations to other buyers: None yet, working great so far, and chat a big help.

Vendor Response

by QualityUnit on August 15, 2016

Thanks Brian for sharing your experience about LiveAgent. We're happy you like our live chat features.

Best Agent for your Buck

Aug 13, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: What I like most about the software is the features and ease of access

Cons: I like least about the software is the limited number of included integrations

Overall: My company was in the market for a new help center for our new product and I stumbled upon LiveAgent. AM I GLAD I DID! We got 3 agents setup for the price of 1 and love all the features it comes with

Recommendations to other buyers: keep updating the software and releasing new features & integrations!

Vendor Response

by QualityUnit on August 15, 2016

Thanks Joshua for your kind words. We're glad you're happy with LiveAgent. Don't worry, we're working on new features - they'll be released soon :)

Good Live Chat Solution

Aug 13, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: 1. Easy to install and use
2. Great support on Live Agent Website

Cons: 1. Lack flexibility on some of the functions (e.g. preview of enquiries)

Overall: The Live Agent is a good live chat solution that allows our CS department to handle customer enquiries. The agent panel is easy to use and different rules can be set.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Tim for having taken your time to provide us with your valuable feedback about LiveAgent.

Tuintam is using LIVE AGENT!

Aug 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: chat, chart, overview of the work of employees

Cons: 0

Overall: very vel, the aplication is easy to use, very good tools, easy to integrate,..also you can see imidietly who is working... & all is measurable.

Recommendations to other buyers: 0

Vendor Response

by QualityUnit on August 15, 2016

Thank you Dario for your short & positive feedback.

LiveAgent Less Complicated Than LivePerson

Aug 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Very easy to put in place and get up and running. Integrated easily into my website. Very easy to customize.

Overall: I tried LivePerson for 2 weeks and still didn't fully understand it. I switched to LiveAgent for its ease of operation.

Vendor Response

by QualityUnit on August 15, 2016

Thank you for sharing your feedback about LiveAgent, Kenny.

Simple and easy to use

Aug 13, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It has a reasonable cost and it can also be used on smartphones

Cons: The graphical interface could be more intuitive, although it is still great

Overall: I have to say that your software for livechat, tickets, ecc. it's easy to use and it has a fast web interface.

Recommendations to other buyers: The opportunity to have some default banner more to choose from

Vendor Response

by QualityUnit on August 15, 2016

Thanks for your feedback and suggestion. We'll be working on a new interface design in the next months...

Probably the best helpdesk platform on the market!

Aug 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: First of all their support is superior all other businesses we have had contact with. A pro is also new functions in the new updates

Cons: I would like to have had a better manual in the beginning. Instead I was stalking customer service. But they where patient and very helpful.

Overall: We started because we needed a chat and are now using LiveAgent for our entire customer support. E-mail, Phone, Chat, Internal tickets, Helpdesk.

Recommendations to other buyers: Give it a try!!!

Vendor Response

by QualityUnit on August 15, 2016

Thank you Jan for your nice words about LiveAgent.

Great Choice for Small Team

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I like that I can have all the multi-channels (social media, knowledge base, ticket system, live chat) I use for just one monthly pricing. The package includes three agents, so the pricing is perfect for us. I can do a lot of design and layout customisation according to my liking.

It's also a great that my customers can have their own log in to view their support tickets. The best part of all is the amount of integration available with the other tools I use for CRM, marketing, etc.

Cons: As much as having 3 agents included in the package is great for small teams, adding the 4th agent at the equivalent price of the original package seems to be rather costly in a way which is preventing my company to add more agents to our account because it doesn't seem worthy money-wise.

Overall: Among the paid support system available, I find that LiveAgent is worth the money for small teams, given the functionality available for the packages.

Recommendations to other buyers: If you are just starting out, usually the package for just ticket + chat is enough. If branding is also an important feature you need, then just an additional $10/mth will give you social media and phone support channels as well as branding. I have tried out a lot of different support system before settling for LiveAgent. I find that really careful consideration is required because if you know that your team size will increase in future, you have to weigh your options properly, especially the cost for the expansion. Given my experience with almost 10 other support software, LiveAgent is probably the only support software I am willing to pay for.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Lynette. I really appreciate how you¿ve taken the time to send us positive notes on LiveAgent.

terry cheng

Aug 12, 2016
2/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Customer Support very bad, cant connect gmail and other mails ,but other software can do like that ,only your one cant

Vendor Response

by QualityUnit on August 15, 2016

Thanks for your message, Terry. Actually it's very easy to connect your gmail to LiveAgent. Feel free to contact us (email, live chat), we're ready to help you and configure it for you :)

Excellent Help Desk + Live Help and more money saved in your wallet.

Aug 12, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: - One time fee for downloadable license
- Mobile application
- Customization of portal
- Email templates
- Canned responses
- Help Desk + Live Help all in one
- Full of integrations
- Ease of migration

Cons: - Need a desktop application
- Make agent UI more easier and understanding

Overall: *THIS REVIEW IS BASED ON THE DOWNLOADABLE ON YOUR OWN SERVER VERSION*

So far I been using LiveAgent and its been a absolutely wonderful experience. I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.

No one likes to be stuck with monthly fees which can add up if you are a long term operating business/company. Most of those competitors I mentioned up there don't offer a downloadable one time fee license and that is what really stood out for me. There are some hiccups here and there, but most of them were easy to figure out or solve with their customer support. There are room for improvement and I would like to see a Windows desktop application besides full browser based and more features down the future. Overall, my experience with LiveAgent is highly recommended for any start ups or established businesses.

Vendor Response

by QualityUnit on August 15, 2016

Thanks Harrison for your feedback and suggestions.

Live Agent Review

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Gamification is a great feature that makes everything more like fun than work. Also love the look of the agent interface as it is pretty comprehensive but simple enough to use...even for new users comment how easy it is.

Cons: Have to continue to pay to upgrade

Overall: Great support and an easy to use platform. Once you get up and running you can do so many things that you just dont find in other similar software. Happy to say that My Future Business is a customer for life.

Recommendations to other buyers: There is so much going on tgat maybe you could develop preset profiles such that nothing needs to change for external agents...hard to find much else at the second to point out :)

Vendor Response

by QualityUnit on August 15, 2016

Thank you Rick for giving us a perfect rating.

LiveAgent Helps Us Project Our Web Presence

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It is very powerful and includes features (such as integrated email) that would require integration if they were not included.

Cons: I wish you could create multiple admins or even better a billing contact so the site admin would not have to forward invoices that should go to the billing contact.

Overall: We use LiveAgent for two purposes: as a web site chat channel and as a tech support trouble ticket tracking system.

Recommendations to other buyers: It has never failed us. The service is rock solid and our customers prefer to use the chat channel as opposed to calling and waiting on the phone queue. We are really very happy with the LiveAgent solution.

Vendor Response

by QualityUnit on August 15, 2016

Sheldon, thank you for your positive comment and suggestions. We appreciate it.

LiveAgent keeps customer communications alive and easy

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: It is easy to use, and functions flawlessly.

Cons: None.

Overall: Would you shop in a store that doesn¿t have employees available to answer questions when necessary? Live Agent is a great way to make your website look like somebody is minding the store!

Recommendations to other buyers: My only advice is to buy it ASAP.

Vendor Response

by QualityUnit on August 15, 2016

Thanks Alan for your positive review.

LiveAgent Website Chat

Aug 12, 2016
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Has all the features and the price is fair.

Cons: Not all features are fully fleshed out. Example: for agents, the chat times out if no new chat is received for a while (causing the site to show the chat, but the agent to not be notified).

Overall: There are a lot of comparable products on the market, choosing was not easy. LA's support was fast and good.

Recommendations to other buyers: Just try it, it is very easy to implement and cheap.

Vendor Response

by QualityUnit on August 15, 2016

Thanks for sharing your experience with LiveAgent.

Smart choice

Aug 12, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: - low Price for lot of staff
- all in one. Support via tickets, knowledge base, live chat (also call center)
- ticket solving interface similar to usual mail service like Outlook, no troubles with understanding

Cons: - about 1 minute delay when you send answer and client receive it

Overall: We are small IT company and provide calltracking services. Our problem was that all our clients had personal contact with our client managers. A lot of time was spent on phone conversations, without control.
What we planned to change:
1. Start manage tickets via support portal
2. Start transfer issues to knowledge base where applicable
3. Control over time of clients managers spent on specific clients
4. Control which issues are very common
5. Connect our cliens managers with support staff on one platform

All this could be easy performed by LiveAgent. Now we in the middle of the implementation of the service.

Recommendations to other buyers: Before we use LiveAgent we created list of main HelpDesk software brands: Kayako, Zendesk, Freshdesk.ru, Helpscout, Helprace, LiveAgent, Omnidesk, Copiny, Useresponse, Userecho. For our requirement fitted Kayako, Zendesk, Freshdesk.ru and LiveAgent but LiveAgent was the cheapest.

Vendor Response

by QualityUnit on August 15, 2016

Your thoughts and opinions about LiveAgent are very important to us. Thanks for sharing your feedback, Andrey.

Incredible Support Software for Every Online Business

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I enjoy the user interface. It utilizes the latest design/development techniques. I also love the cost of the product. It's priced way below comparable solutions. Lastly, I love how you can deploy the software with multiple speaking languages.

Cons: I don't like having to continue paying for extra users. I would rather have unlimited users, especially since we are running the software on our servers.

Overall: I started using LiveAgent for one of my first online companies. Our customer base was well in the 100s of 1000s. Therefore, I opted to use the white label solution that integrated nicely with our user interface. I was quite surprised how inexpensive it was to comparable solutions. For these reasons, I have integrated into four of my companies...one being in a different language (Russian). This is an incredible product and I highly recommend it anyone starting a company online.

Recommendations to other buyers: Give it a try. Integrate it into your environment. You will be quite pleased.

Vendor Response

by QualityUnit on August 15, 2016

Thanks for your feedback about LiveAgent. We're glad you're satisfied with LiveAgent for more than 2 years now...

Live Agent Provides The Means For Our Customer Service To Excel

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Ease of use, and tracking abilities.

Cons: none

Overall: I use Live Agent on a daily basis to provide immediate assistance to our website visitors. Live Agent has helped us to better serve our growing customer base, and provide a level of professionalism we couldn't achieve without it.

Recommendations to other buyers: For those with a need to provide instant help or customer service access to your website customer, give Live Agent a try. I expect you will be amazed at the results.

Vendor Response

by QualityUnit on August 15, 2016

Thanks for your kind words about LiveAgent. We're happy that LiveAgent's helped you to better serve your growing customer base :)

Great solution for support

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple to use, rich features, great support. Includes all the needed functions for supporting.

Overall: Our company was looking for a tool to support our HW and SW customers. Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.

Recommendations to other buyers: Try it and you will not leave.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Michal for your LiveAgent feedback.

Best of all ticket systems

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use
Easy to setup
Great support
Affordable

Overall: I have tried a few different ticket systems and find Live Agent to be the easiest to work with and much more affordable.

Vendor Response

by QualityUnit on August 15, 2016

Thanks so much for your feedback. We are happy to hear you're satisfied with LiveAgent.

Awesome way to capture another audience!

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The ease of getting notified of a live chat coming in and responding to it easily

Cons: If you forget to turn it off after business hours, it still shows that someone is on live chat versus going to after hours and no one is available for live chat.

Overall: We use livechat to capture our prospective audience and to get them live updated information on what we have available or to schedule appointments.

Recommendations to other buyers: The price is minimal to be able to have another connection with prospectives and to be able to relate with them versus having them pick up a phone or email us.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Leslie for leaving your LiveAgent feedback.

One of the best livesupport suites!

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, easy to integrate in your website/ blog

Overall: I have been using LiveAgent since 2011. One of the best, easy to use, excellent customer care, various integration options! Excellent.

Vendor Response

by QualityUnit on August 15, 2016

Thank you for being with LiveAgent for more than 5 years and your kind words about it :)

after 30 days of use

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: it extends the reach of customer service to new channels with minimal infrastructural investment

Cons: There should be pc installable feature that does not require an agent has opened the website to be signed into the queue.

Overall: software was very easy to implement, had no compatibility issues and most importantly, our agents (employees) learned it in a matter of 15 minutes.

Recommendations to other buyers: nothing else I can think of asking.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Jose for your suggestion and feedback about LiveAgent :)

The product worth spreading the word about!

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Overall quality of the product, which is expressed in its easy to use and handful functions&functionalities. The simple and handy design to carry out the necessary tasks and use aforementioned functions. Easy to manage and administrate.

Overall: LiveAgent is an outstanding piece of software. It helps you carry the required tasks out in the most user-friendly and handy way. Easy of use, handful and equipped with all necessary functionals, that are more than enough to deliver complete customer support to the end-users. Moving to Live Agent has been a really good choice.

Recommendations to other buyers: Go for it, you won't regret.

Vendor Response

by QualityUnit on August 16, 2016

Thank you Giorgi for your positive review about LiveAgent. We appreciate it.

Fantastic value for money helpdesk with powerful features

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, postpone ticket feature, inbuilt live chat, customisable for multi brands, reports, value for money

Cons: Mobile app is a bit dated and lacking in features.

Overall: Very easy to implement and set up. Easy to use so doesn't require extensive staff training. Particularly like the postpone feature as we can ensure that staff always follow up on issues that require further review.

Recommendations to other buyers: If your looking for a great value helpdesk for email, live chat, internal IM, call centre then i would strongly recommend giving Live Agent a try.

Vendor Response

by QualityUnit on August 16, 2016

Thanks Lee for your feedback. LiveAgent mobile app will be updated soon :)

Everything we need and more

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's simple! It really is! You need around 10 minutes from signing up, till first tickets. And also the support is great!

Cons: I miss SMS feature, and maybe support for other call services.

Overall: We are mid size company from Slovenia, and we are using LiveAgent for around 6 months now. We are using it for email and facebook tickets and also for live support on our website. It is really great for tracking all the tickets and to have all the communication with our clients in one system.

Recommendations to other buyers: Don't hasitate and try this piece of art.

Vendor Response

by QualityUnit on August 16, 2016

Thanks for you helpful feedback, Luka. We're developing own LiveAgent VoIP gateway so there will be more options how to connect a phone number except of Twilio service.

Easy to set up, works perfectly!

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Love the ability to have multiple departments, multiple agents and as many different chat buttons on my site as necessary. I also love how the mobile and PC are interchangeable and each one knows when the other one is online, guaranteeing I'm always responsive to my members.

Cons: Support center isn't easy to find but their live chat is always responsive.

Overall: Very easy to set up - no technical competence required :). Was up and running with a chat button on my site in less than 30 minutes.

Recommendations to other buyers: Would definitely buy again.

Vendor Response

by QualityUnit on August 16, 2016

Thanks Doug for a positive review about LiveAgent. You can find our support center here: https://support.ladesk.com/

J&D Manufacturing

Aug 12, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Cost and how seamlessly it was to incorporate it into our website and start using.

Cons: Customer service is sometimes slower because they are located in a different part of the world. Seems better now than when we started.

Overall: I searched several chat options and chose LiveAgent for the price. It's been great for our needs at a relatively low cost.

Vendor Response

by QualityUnit on August 16, 2016

Thank you Kathy for your feedback. We sped up the processes so it's much faster now :)

Good help desk solution.

Aug 12, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: I like the fact that it's an integrated solution for us - providing a knowledge-base where we can choose to make a solution private (for internal use) or public (for our clients), a ticketing system and Live Chat on our website.

Cons: The interface could use a bit of an update in some areas to make it more modern looking and clean. It would be nice to have more options for limiting the roles of users.

Overall: Overall LiveAgent is a good solution that is easy to implement. If you are looking for a help desk solution that encompasses all of the required components in 1 solution, LiveAgent has the answer.

Rastlinky.sk

Aug 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: -Quick and easy instalation

Cons: -price

Overall:
- Quick and easy navigation
- Quick adaptation to the environment
- Quick learning curve anyone.

Makes my life easier

Aug 08, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Single point of work flow - no more checking multiple streams
Ticket Assignment
Multi channel designation
phone app
customer support

Cons: sometimes the refresh doesn't work and I have to refresh several times for it to sync up
some of the features are not labelled as clearly as they could be making it a little bit of a scavenger hunt to find things.

Overall: Every day I'm grateful for the workflow in LiveAgent. I can keep track of what I'm doing in what channel and feel like I'm never missing a customer connection.

Helpdesk without secrets !

Jul 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: 1. Easy to use
2. Easy to implement (even if you host on your server)
3. Alot translations
4. Easy mobile app
5. We never miss a ticket in 2 years :)

Cons: No cons. In 2 years, Live Agent served us perfectly.

Overall: We are now in our second year of heavy use of Live Agent and what we can say is that a secure and robust product.

Our team took a few days to adapt to the product and today, can no longer work without this platform.

Recommendations to other buyers: Take a trial, contact support and read the knowledge base. You don't need fancy Helpdesk, you need a true Helpdesk :)

Fantastic Product

Jul 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have been using this software for many years now. We highly recommend this product to handle all your communication needs.

Looking for a customer support platform? You're in the right place.

Jul 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: LiveAgent has many features to choose from, so it is possible to customize the behavior and interaction with users and customers according to business needs and workflows.
LiveAgent can handle support requests from multiple channels such as email, website and chat, and insert them to the appropriate flow.
Support agent can interact with each other in order to solve issues better and faster for customers.

Cons: I think that the mobile apps could have a better UI, and the support for RTL display can better. But non of these issues has a high impact on the overall satisfaction from the system.

Overall: I looked for a customer support system to improve support for internal users.
After chcking several other solution, I chose LiveAgent because it has proven to be superior to the competition.

Recommendations to other buyers: I really think you should give LiveAgent a try before making up your mind on a customer support solution.

Excellent customer service platform

Jun 25, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: - Excellent cost / benefits for small business
- They have integration with Facebook
- API for development
- Self-Service Setup made the process to evaluate and start using the platform fast

Cons: - Could have integration with more social networks than Facebook and Twitter

Overall: We use Live Agent for more than one year and we are very satisfied, the cost / benefits is excellent. All support messages sent by e-mail, website forms and facebook are sent to Live Agent platform and then will answered by my team. With this process I can be sure that my company will not loose any message received and manage the quality of our help desk.

Recommendations to other buyers: Live Agend has all the most important features that we needed with mutch better cost per user comparing to their competitors

LiveAgent - one of the best ticketing solution

Jun 25, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I've been using the software for more than 4 years and find it really helpful in communicating with our clients.

Probably the best helpdesk in the world...

Jun 24, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The Pros for us would be ease of use, ability to manage multiple tickets at once and the predefined answers.

Cons: Overall I am very happy with the software and cannot think of a 'Con' as such. The only thing that I feel it needs is the ability to edit HTML Source when creating a predefined answer.

Overall: Fast, responsive, customizable and easy to use helpdesk system. Customer support and technical support is second to none in my experience. The support we have received whilst testing the product through to the Go Live, has been excellent with friendly professional staff.

Recommendations to other buyers: Give it a try, you will no regret it.

Awesome software!

May 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Really like this awesome software!
It's very cheap and it fits all the needs of my starting company.

Comfortable and easy to use

May 14, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: With LiveAgent, our company is able to deal with IT support inside the company more efficiently.

It is easy to use from the start, has lots of options and can be configured in many ways, so it will fit to a lot of requirements.

Most of all, it's not too expensive, that's why we went for LiveAgent in the first place. We tested quite some Helpdesk solutions and got stuck with this one, for we think it's best.

Great interface, great service, great support.

May 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The interface is possibly one of the most intuitive I've used. Easy to manage tickets, chats, IMs with the team and so on. A near perfect interface experience.

great program to use

May 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Its so easy to use, and helps our team keep in contact with constant flow of customer issues.

Great tiketing and chat tool

Apr 23, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
- one ticketing tool for 6 platforms, mobile app, emails and chats
- ease of implementation
- easy to use
- great value for money

Con:
- currently not supporting mobile attachments to chat

Simple, efficient and functional solution

Apr 23, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Over a week using live agent for the chat functionality and no problem so far. Quick and efficient support. Easy to use chat and extremelly easy to integrate in your website

Game-Changing Chat Software

Apr 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our customer service team loves this chat software. They can see how many customers are shopping, where they're from, what page they're on, etc. They can even create tickets for customer issues.

Working very well, but needs still development

Apr 18, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: + Easy to handle lot of emails by many agents
+ Works fast
+ Chat and other tickets easy to handle
+ Customer service often available, but sometimes difficult to get solution to your problem
- Mobile chat difficult to use for agents and customers
- Reports are not that clear to read and analyze, all needed data not available without API
- Email templates can't be added once, you need to write them one by one for each department

Review of LiveAgent

Apr 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have used and worked with the LiveAgent software and everything i have found so far was great. The Team is great

Lots of ups and very few downs

Apr 17, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
-Extremely good chat software
-Ease of use
-Good mobile apps
-Friendly customer service

Cons(all email related ):
-Forced email integration so you can't work from your own email and liveagent simultaneously.
-Can't auto forward tickets to own work email

Easy to setup and solve tickets with LiveAgent

Apr 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: More than a year using LiveAgent for answering customers' questions about our own mobile apps. I really like that it was quite easy to integrate live chat into the interface of our mobile apps, so customers can contact and write us directly from there. I remember that in the time we were looking for the best helpdesk solution we tried multiple competitors' apps whose price was at least 2times as high as LiveAgents. That was one of the points that persuaded us to go on with LiveAgent. There are options how to add more info to contacts like phone, notes, address etc. but we would be happy if this simple contact management was more complex or some integrations with not so expensive CRM tools were available.

LiveAgent simplifies customer support handling process

Feb 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: LiveAgent enables users to contact agents in company through twitter mentions and facebook posts just as through email messages, calls or live chat. Software focuses on automation, which simplifies customer support handling process. Tickets can be distributed into departments by adding special tags or rules. We rate LiveAgent high and suggest to everybody.

LiveAgent wins the help desk software category

Feb 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: LiveAgent is an integral part of our marketing mix. Providing exceptional customer service wouldn't be available without LiveAgent. The interface is clean and easy-to-use. Featurewise, It's the most comprehensive we've tried and tested. Customer service is top notch, especially the live chat help that is provided is very handy. Pricing is affordable.

Great software and support

Feb 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: LiveAgent covers pretty much all our needs to interact with customers not only via livechat but also email tickets and Facebook pages. Offered level of support is also great.

Designer : info@sudersun.com

Jan 25, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: In only few months after buying LiveAgent helpdesk software, relationship with customers changed a lot. We did not expect that the number of satisfied customers will increase that much. Before LiveAgent customers had to wait days for the answers and many times they had not been relieved with the response they received. Now they can easily chat with employees about problems and comments they want to share with us. These days we have much more loyal customers and they haven't been satisfied more than they are now.

Nice looking and does its job

Nov 13, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Pros
Very good and easy to use. We like it a lot!

Cons
Sometimes lags on slow wi-fi connections and/or netbooks

It has been a good addition to our new website.

Nov 06, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Our small customer service department segued pretty easily into using LiveAgent. The support was helpful as we got things set up. I would recommend this product to other businesses.

Glad we found LiveAgent for our golf packaging operation at TheGolfDirector.com

Nov 02, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We were looking for a solution to engage visitors on our site, and at the same time needed something better than a traditional pots toll free call in application. LiveAgent fills both those needs beautifully. With LiveAgent, we were able to integrate our toll free calls into the system via Twillio's browser application. LiveAgent gives us the the ability to not only take those calls in a live setting, the LiveAgent systems tracks and records the calls taken offline...as well as the chats we may have missed offline. For us, it gave us the solutions we were needing in an affordable "one-stop" application.

100% satisfaction with LiveAgent

Nov 01, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: LiveAgent is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use. I can't imagine how we could have managed our customer support without it. LiveAgent provided us with great value as we can use the iOS and Android apps to stay up to date while in the field.