Who Uses This Software?

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


Average Ratings

604 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $9.00/month/user
    See pricing details
  • Pricing Details
    No contracts. Fair usage month-to-month billing policy.
  • Free Trial
  • 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 LiveAgent

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.


LiveAgent Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • 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
  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

LiveAgent Reviews Recently Reviewed!


I like Live Agent as a product and environment for the work of the support team.

Mar 21, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: easy-to-use and simple interface

flexible test system and automation

good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)

Help Desk, online chat, ticket system for users and knowledgebase in one place

mobile app

Cons: poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.

It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype

add an opportunity to specify links in the additional field of the ticket, not only text

expand chat settings (set animation as optional, personally I would like to disable it)

Overall: Pros:

easy-to-use and simple interface

flexible test system and automation

good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)

Help Desk, online chat, ticket system for users and knowledgebase in one place

mobile app

What could be improved:

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.

It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype

add an opportunity to specify links in the additional field of the ticket, not only text

expand chat settings (set animation as optional, personally I would like to disable it)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Recommendations to other buyers: We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Not the cheapest solution around, but probably one of the best.

Apr 25, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Phone integration

Chat integration (internal and customer chat)

Departments

Cloud based (works on mobile as well)

Cons: Short cuts in rich text area are conflicting with the ones in the application

Overall: Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

Capterra loader

An excellent platform to offer customer service

Jul 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.

This program contains all the tools you will need so that your clients receive support in a timely manner.

It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.

Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.

On the other hand you can customize the portal support with your brand.

You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Cons: There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

Overall: Satisfied customers and time saving.

We used LiveAgent for live chat with our customers for our e-commerce website.

Jul 13, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: LiveAgent is not only live chat software, but is also a CRM which can help to manage your customers and contacts. It supports a variety of integrations like email, phone, websites and social media. The setup is highly configurable, allowing users to tailor the software to the specific needs of their business. The user interface is very clean and easy-to-use, yet it also allows for customization. LiveAgent has a spectacular support team, and they were easy to get a hold of, and they always quickly resolved any issues that we were experiencing.

Cons: The cost can be prohibitive to smaller companies that don't have extra budget allocated for live chat. It is difficult to manage the routing of chat requests and support tickets with a larger team, because the options are limited to assigning to departments, so if you want all requests to go to a person/group, they would need to be added to all departments.

Overall: LiveAgent is a holistic solution that allowed us to not only manage our website live chat and customer support requests, but also functioned as a CRM system for managing all of our customer contacts. It was very easy to setup a basic implementation, and we saw immediate benefit via decreased customer wait times and quicker resolution of customer issues.

Genius platform still in it's infancy

Sep 26, 2016
4/5
Overall

4.5 / 5
Ease of Use

3.5 / 5
Features & Functionality

4.5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: My company was running our customer service out of a heavily modified gmail inbox. LiveAgent was able to reduce my average customer response time from 28 hours down to 2.5 hours. In fact, we've even managed to go down in manhours and still work through our workload much quicker. Having our tickets and chats, and the ability for a chat to become a ticket, has been super handy! The system is quick to set up and even easier to configure. Setting up rules for automation helps keep our workload low and our responses to customers timely. We haven't set up the custom plugin that allows us to integrate other information yet but I'm looking forward to having that set up soon.

Cons: The support staff is very quick to help out but implementations of suggestions are not quick at all and sometimes the support staff will tell you that you don't need a feature, when in reality, you do. For example, LiveAgent will always count a chat as a "missed chat" if it isn't answered within 30 seconds. Each 30 seconds counts that same chat as another missed chat. This isn't how I define a missed chat (chat initiated and NEVER answered) and I have no control over this setting at all. Some of the reports are also highly confusing. Lastly, the system is simply missing some basic functions. I need my entire team of agents, regardless of which department they are in, to be able to see every ticket but the only way to do this is to put them in every department. This has caused a lot of issues that we've had to change our processes not only with customer service but through the rest of our company as well. It would be beneficial to have a "view only" option for departments. Other basic features that are missing: Chat hours (if an agent is logged in after hours the chat shouldn't be displayed), merging tickets, attachments don't get sent to ebay members etc. There are also random times where LiveAgent will freeze, boot agents out, or simply stop working (I just had a chat show up as a new chat but said the customer was waiting for 14 hours).

Recommendations to other buyers: Give it time! You'll have to change some processes and behaviors, but give your agents some time to get used to the system and give yourself some time to configure the system properly.

With LiveAgent you get value for money. Great for teams on a budget.

Nov 07, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: LiveAgent offers a lot for a low price. We chose LiveAgent to set up a multibrand ticketing system (multiple domains), which it does very well and better than some of the higher priced software out there. In short, here are my pros:

- Easily set up multiple domains and customize signatures for each domain

- Easily set up folders and filter tickets on many different criteria

- Slack integrations. One we used was to get a notification in slack every time we received a ticket in the "New" folder

- It doesn't send emails to Spam (I've tested other help desk solutions, and we've had to deal with emails from customers just going to spam because of the provider's spam folder).

Cons: - It automatically assigns a random ticket code such as [XZJ-OHE] to each email which we didn't want.

- If you're going to send emails to many recipients within the same ticket and one of them replies, you can't hit reply to that person because ALL recipients originally included in the ticket will receive that reply. You'll either have to remove all email addresses or split the ticket.

- The text editor: It does have many features like change text font and size, include links, special characters, block quotes etc, but it often reformats text and doesn't display the ticket the way that the customer will receive it in their inbox. The text format changes after sending.

- The image editor for signatures is buggy.

- Support wasn't great. Every time we contacted support they just gave us standard answers and didn't bother going the extra mile.

Overall: We were able to build a multi-domain ticket desk for multiple agents on a small budget.

Just the best there is...there are only pros in my mind.

May 31, 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: 10.0/10 Not
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Pros: I have tried all the various help desk solution. Bar none, LiveAgent is the best and the best in terms of support and responsiveness. In my books, it is truly the best customer service management system available. Full featured, everything you need to offer support to clients/customers. Chat, Video, Phone, Email, Support Port, the works!!!!. All the features of LiveAgent meet all the needs for delivering an efficient customer service experience It means I am offer top notch customer support.

To top it all off, customer support from LiveAgent is top notch. All my questions are always answer promptly and including all the relevant info needed. No issue gets unsolved or unanswered. The staff at LA cares about their clients and have bent over backwards to help me to be able to provide support solutions for my new business directory project.

I would wholeheartedly recommend their services and or software to anyone that's looking to take their customer service for their business to a whole new level.

Overall: The ability to offer superior customer support to my clients. It allows me to have more than one way to encourage interaction from my clients....which is important for me to improve and give the service I want.

Fantastic multiple channel customer service automation application.

Aug 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The interface is very user- friendly and affordable solution to configure multiple mediums for communicating with the consumers. The application also provides chat and video integrations. The application program interface helps you retrieve account information and billing details. They have added a new feature wherein you can view all the calls and e-mail interactions of a client just in a thread. The application is integrated with most of the social media sites. The searchability feature is very powerful, as it allows an in-depth and detailed search. Reporting and statistics help you get tag reports, and an employee's average answer time. Allows an employee to personalize his dashboard. You can compare the efficiency of the job done by your team members and yourselves. The prioritizing ticketing helps you check out the one that needs to be answered according to its priority.

Cons: The absence of Whatsapp and SMS integration. Bugs encountered while you use the mobile application makes it slower than usual.

Incredible Support Software for Every Online Business

Aug 09, 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: 10.0/10 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 connects you to the people that matter the most: clients!

Jul 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Live Agent offers a few plans to help meet the needs of your business better. We use the ticket + chat plan because it allows us to host a live chat on our website. Its much easier to manage feedback with this plan. We feel that our customer base are much more likely to reach out for help online than to call. If calling is your preferred method, the All-Inclusive plan may be more for you. Sign up for a 14 day trial so you can get a feel for which features would be most beneficial for you. We get excellent feedback from our users.

Cons: We did have to spend a day or two in extensive training for our employees when we transitioned to Live Agent. Fortunately, Live Agent made it as painless as possible. Once you get it installed on your server, you will be able to manage tickets and improve efficiency.

Overall: Live Agent is a wonderful way to stay connected with customers!

Great Choice for Small Team

Aug 09, 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: 9.0/10 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.

Capterra loader

New company - but only ever one option

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Live Agent (LA) offers 'everything' for any size CS operation.|

Their support is always fast and friendly.

It simply 'works'

Cons: Some internal rule options could be added to expand the options.

Overall: I have used LA since 2011. Whenever I get the chance, I use it. I have successfully installed it on companies ranging from 9 to 125 agent seats. and it is my 'go to' application.

Yes, there are tiny bugs, like any platform, but they are always quickly updated and resolved.

In 7 years of using (and suggesting) LA, I've only had one bad experience with their customer service (and, OK, it WAS poor service), but it was quickly spotted and dealt with.

Simply put - If you are reading this review - you have found the CS platform you need, with the support you deserve.

Vendor Response

by QualityUnit on November 20, 2018

Hello David,

what an honest review, wow, thank you for being with us for the past 7 years! Here's to another 7 (at least) and a lot of happy customers :)

Take care,
Andy,
LiveAgent

LIVE AGENT: ONE OF THE BEST HELPDESKS

Aug 19, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This application provides a platform that helps in combining one or more channels into a single and compact package. Firstly, its GUI is very simple and easy to understand i.e. you can operate it with a short learning curve and secondly, it is very reliable with excellent customization. Its working is nice with a lot of flexible options. It also supports self-service. You get all this at a very reasonable price i.e. anyone can try it as whenever he/she wants to do. I prefer this as it is very easy to implement in very large teams as well as one can manage social channels also. Really Great!! Its pricing structure is also very good. It has some other function also which are amazing. Wanna know, here are they: postpone ticket feature, inbuilt live chat, phone as well as chat integration, multiple customized view, etc.

Cons: This application also has some negative aspects. Its search is not perfect and accurate. Its mobile app needs statistics agent. WhatsApp integration is not available which is a very big problem. Sometimes bugs occur which results as a barrier in workings. Problems about its loading and lagging should also be kept in mind. Its Spanish translation is having some grammar as well as spelling mistakes. Lastly, all its functions are not organized as some of them are hidden.

Capterra loader

Great helpdesk support application for small home business

Nov 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: LiveAgent lets me interact with my customers in real time, integrating a knowledge base to help me and my team of just 2 others, solve customer problems much faster and way more efficiently than any other customer support platform I've used to date. The set up process is very easy, and I love the all-in-one inbox . I'm sure to never miss any support tickets or requests, which was sometimes a problem with other similar apps I've worked with in the past.

Cons: Honestly, there are no pros. The price point is pretty solid - after all, it's just myself and 2 reps for my small business - but even if I had a larger support team, LiveAgent doesn't break the bank.

Overall: Great customer service on their end, and their service offers a ton of great features that I didn't think I'd need at first, but after just a little while, I quickly came to appreciate all the functionality I get, for such a low price.

Vendor Response

by QualityUnit on November 26, 2018

Hello Keyana!

Thank you very much for the honest review of your experience with LiveAgent! We are always happy to see that our customers are satisfied with the solution we provide and their business is able to grow thanks to the customer support. :)

Have a great day!

- Andy

LiveAgent is fun and easy with great features

Apr 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really enjoy the "earned badges" that displays what stage each agent has come to based on their customer service. I also like that we can customize almost anything in regards to how the chats are routed and the greeting for each agent to customer. I also like that we are able to see what the customer is typing while they are typing which gives us an opportunity to find their information and possibly a solution before they even hit send.

Cons: I haven't used the program long enough to find something I dislike. Or, maybe there isn't anything that I dislike. The only thing that I can think of is that it will answer a chat automatically for me and not alert me that it has done so therefore, I don't know that there is a customer waiting for me to help them which can cause a bad review for me. I also don't like that we can't change the word "Rebuke him" when asking for a review from the customer for each agent. We should be able to customize where it says "Rebuke him or "Reward him". I don't like the word rebuke and we are not all "hims".

Capterra loader

Makes Multi-Platform Client Support Effortless!! - Amazing Software

Oct 23, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I LOVE the fact that it unifies your multiple email and client LIVE chat channels. In my case I wanted to create a single unified support channel for multiple websites that I manage. Live Agent makes it effortless in usage. Its actually a wonderful thig to see in action. In fact I'm actually downplaying what for most would be its greatest strength - LIVE CHAT!!

My main usage is creating on-page 'Contact Us' forms. I also was able to add LIVE chat to my Wordpress site by simply installing a plug-in (they support many integrations). Very slick since you have the option of using it as a floating 'Contact Us' us form by not making any agents available for LIVE chat and contact response instead. VERY nice feature thats easily imlemented

Cons: My only very minor gripe is the lack of HTML signatures but thre is a script based workaround that fills the bill for smaller agencies so it depends on the importance of that for you. You can still create easily text based signatures. In addition the number of options can seem confusing at first glance but after setting up your first couple accounts you'll 'understand' the software and move around it easily.

If fact the more I play with it the more cool features I discover. Very easy to get on-boarded yet filled will more potential. Very nice piece of productivity software.

A great all-in-one solution

May 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This program has been a great solution for our team as an all-in-one problem solver and customer support center. By allowing us to use canned messages this software was a real game changer and saved us countless hours and mistakes. I would recommend this product to anyone searching.

Cons: The set up of this product can be a little more technical than some people are used to and getting up and running with this software was a little more hands-on that we expected. There are a few things that we would like to see changed but they are minor compared to how well this product works. The biggest issue we have is that we wish we could use the translator in chat. That would be a huge plus.

Live Agent

Nov 04, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's a convenient program for chatting with clients and writing them emails, it has quite a lot of functions that can be easily learned.

I like the functionality and flexibility of Live Agent.

Cons: Honestly I don'y like design of the program, the dark and light themes are little bit "outmoded", and the new "beta"panel theme is too bright and uncomfortable (especially when you are using tagging system).

Also, the price, in my opinion it is expensive.

Overall: LiveAgent is perfect way to stay in touch with your customers, We are using this program futures fully. it's perfect way to connect with customers in real time mode by using livechat function. Especially I like that LiveAgent platform also allows us to connect with customers by email accounts.

Simple and easy to implement platform for our support team.

Sep 16, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We have LiveAgent chat service enabled to our website. It offers everything under one application. Choosing LiveAgent is mainly beneficial due to the reason that we didn't have to go to any other services to offer better customer service to our online customers. It allows social media integration which helps the chat agents to see and reply to tickets/comments they receive through all the social media. Tracking the working hours of chat agents is just an automatic process which ensures quality and efficiency. LiveAgent is the best choice for any type of organizations that mainly do online business.

Cons: Not an economical option for small companies. A need for such a reasonably huge amount towards customer support is painful for startups and small companies. We were not able to create separate groups for each department to determine which tickets/chats should be assigned to each of them. When we contacted the customer care, they say this kid of option is available only with an enterprise plan which costs way more than what we were paying.

Reliable and reasonably priced

Jan 22, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: About 6 months ago, we showed a need to take care of our new and also existing customers by reacting to their customer queries. We made some statistics, found information about companies, which provide help desk software and took a lot of time for research. We looked at user's recommendations, price, quality and at the end we decided to go with LiveAgent. Top view looks simple, but the whole software is developed into details. Agents didn't have any problems with getting used to work with LiveAgent. Now customers can simply contact our staff anytime and they will receive a response in a short period of time. They can contact the company not only with problems, but also with requests and suggestions. Agents can manage the whole communication from one place. Options like: "Forum" or "Feedback" help us to stay in contact with customers. Top product, which connects companies with their customers in a clean and elegant way. Will be exploring more LiveAgent functionality in 2016.

Cons: There really hasn't been any major issues. We've run to some bugs but they were resolved. We've requested a couple of new features and are waiting to have these implemented.

Recommendations to other buyers: Take the trial, setup your emails and customer portal and forum and start doing customer service like it's 2016. There really isn't anything that you can loose. The price for the software is nothing compared to the price of salaries of agents.

An easy & effective way to enhance customer satisfaction

May 17, 2017
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: A quick way to integrate the live chat to our current website. The interface is friendly which makes the new staff orientation faster. Also it is easier to supervise live-chat agent using the real-time console. The social media linking ability is one of the best features. Using this feature, I am able to manage feedback / inquiries of customers from all channels in one place. Therefore, the process takes less time and effort to reply / support our customer.

Cons: Sometimes it takes a while to load but overall it is acceptable. At first, it seems difficult to link all the social accounts, emails, and live-chat together. However, once you have done it correctly, everything works perfectly. You can always contact the support team to get some help!

Overall: Providing us a real solution for customer service. Not only we are now able to support our customer on time but also be able to supervise and keep track on our customer's complaints. It helps me to monitor my live-chat agent performance easier and faster.

Satisfied with LiveAgent

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1. Quality software

2. Fulfills our exact requirements

3. Timely updates

Cons: 1. Support can be improved for self hosted solution.

Overall: We have been using liveagent for a very long time for say at least 5-6 years first with the self hosted software and the platform is very good for our support and sales related services. Later on we have moved to the hosted environment which is also equally good as we dont have to give time for server maintenance and software updates.

Vendor Response

by QualityUnit on November 27, 2018

Hi Samim,
we're very happy to have you on-board for such a long time. :) Always glad to see how our customers are satisfied with the service they get from us and how it helps their company to grow.

Wish you a lot of satisfied customers.

- LiveAgent.

Modern technical support in your pocket

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: LiveAgent captures from the very beginning of use and everything starts with a first-class interface that is simple and intuitive. In it, the developers were able to connect all the necessary components - simplicity, convenience and aesthetics. And also there are no problems to base your call-center on the basis of the program. We often take questions from our users and customers, they must respond to them as quickly as possible. And all this can be provided by LiveAgent.

Cons: Developers for some reason did not think about such a function as exporting applications, and it takes too much time to manually perform this task. It was possible to make the adjustment of the columns in the list, but these are trifles.

LiveAgent Helps Us Project Our Web Presence

Aug 09, 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: 9.0/10 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.

Live Agent Review

Aug 09, 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: 8.0/10 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.

Amazing solution, everything you could wish for thankyou

May 19, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Very powerful it's amazing,!

It does a lot reliably which at the end of the day is everything you could hope for.

Actually, I'm going to repeat that because it is worth repeating:

It does a lot seriously check it out.

It's very reliable and trouble free.

Support staff are lovely, really polite, intelligently responsive and "on it"

This does everything I could wish for, it's just a big problem solver.

Seriously well-done guys very happy with this

Cons: Nit picking reall - set up could be a little bit more intuitive, but it's very powerful and I never have time to read instructions so there are no real cons, I'm very happy, no complaints at all, it's an awesome solution

Overall: Suppport, pre sales, FAQ, lead capture

Helps Deliver Top Notch Customer Service

Jan 24, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We love the user-friendly interface, quick set up, and that it was so easy to configure. It has dramatically reduced the time our customer service team has been able to respond to customers. It offers everything from chat, video, phone, email, and more to respond to our customers. We have seen an increase in customer satisfaction as well as less stress on our customer service team. If your business is built around customer service, I highly recommend this software.

Cons: The feature that I dislike the most is the ticketing system. It does not allow you to merge tickets which creates multiple tickets for the same issues. Numerous email notifications will be sent out referencing the same ticket/issue, but we have to add notes to all of them. It gets very tedious at times especially when you work in a service industry.

Also, the mobile isn't really useful. A customer can interact on mobile, but we are unable to receive messages on moble or text. Although, the customer is able to text. This would be a really useful feature to have enabled.

Overall: Dramatically reduced the time our customer service team has been able to respond to customers, increase in customer satisfaction as well as less stress on our customer service team.

The definitive customer service tool!

Oct 06, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: LiveAgent Multi-Channel Help Desk is the definitive tool for freeing up time and keeping your clients in contact quickly and efficiently with your business's support staff. With a wide assortment of simple customization options, you can configure your LiveAgent to operate in whatever way you think will be best for your company. Whether you want certain messages forwarded to different people during different times of the day, a way to adjust how many tickets your agents handle at once, or spam filters to keep your inbox clean, Live Agent has you covered on all fronts. But the software doesn't just stop with its flexible setup. Should it be more convenient for your clients, real-time chat is included. The chat houses all of the modern features one would expect, from chat history, an overview of who's communicating on your network, and separate chat channels for each of your clients and staff. The software even lets you track which agents have dealt with which clients, and generate reports based on their interactions. Active on Social Media? The software covers that too, with tracking for Facebook and Twitter built in. Even users on mobile devices using the iOS and Android platforms can have access to help from your support staff at all times. Language isn't a barrier either, as over 39 language translations available for use. Multi-Channel Help Desk isn't strictly business, either. Beyond the core utility of the software, you can even go as far as to setup game-like achievements and leveling systems for your agents to help keep them motivated and track their progress. With so many flexible customization options and utility available, it's no question that Live Agent Multi-Channel Help Desk is an essential tool for anyone who's serious about the quality of customer service provided by their business. A free trial is available as well, so you have nothing to lose by giving this fantastic piece of software a shot!

Pros: Excellent customization. Very flexible options.

Cons: A few bugs in the free version.

A complex helpdesk with zounds of features

Jul 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Liveagent integrates multiple communication channels in one application. It provides numerous plugins and almost countless possibilities for custom rules.

What I like very much are SLA settings, once again utterly customizable.

They also have a great 24/7 support :)

Cons: Since it is an online application you can really guarantee that e.g. a phone call does not drop or a chat freezes. But it is an issue with every online app and I still think the pros of being it an online app very much outweigh cons.

A cool program for the technical support service

Sep 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This is an excellent service (and in my practice I managed to test many of these programs), helping to establish the support service. This client perfectly integrates with most of the most common CMS, installed on different platforms. As soon as we transferred our technical support service to this program, it became easier for us to analyze the reports, understand what the errors of the specialists were and how to correct the work in such a way as to obtain a better conversion.

Cons: The service does not have a free fare, there is only a free trial period, for which it is necessary to have time to evaluate all the functionality.

Easy to use Helpdesk Software

Mar 28, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Our company started using this software in the January of 2016. Usually, it's not easy to switch between the softwares as you get used to the one you were using and learning everything again does not look attractive, however, LiveAgent was really easy to use from the beginning and we can find more and more benefits of it today. Personally, I really like the features of it like having all the statistics of your daily, weekly, monthly or even early work, the rating of customers to the every response you gave, the feature to convert a live chat to a ticket or assign it to another agent very easily. The only feature which sometimes is not perfect is searching as we have thousands of tickets and sometimes necessary information cannot be found but these are rare cases and comparing to the benefits only a minor deficit. I really recommend this software!

Fantastic value for money helpdesk with powerful features

Aug 09, 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: 10.0/10 Not
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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 :)

A great software

Feb 15, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What I like about Live Agent is that it enables you to react to messages, tickets, visits, messages from web-based social networking all from one place. You can make predefined answers for a superior work process and a quicker reaction.

You can likewise administer crafted by each help specialist. You can perceive how long every specialist functioned, what number of tickets he replied. You can dole out tickets to a specific operator to take care of a client's concern or dole out it to a division.

Cons: I had a few issues to setup my mail accounts and here and there it requires a significant stretch of time to refresh a few information, for example, the quantity of tickets replied by operators. Luckily, you can contact their help group and they will react instantly.

Best program for ecommerce customer service: email and chat management.

May 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best program available for managing ecommerce emails and chat. Easily split emails up into categories, created canned answers and automatic responses, implement chat button pop ups on your website. The price point is extremely competitive. The software is easy to learn. Reports are detailed.

Cons: One of the few programs where I don't have any complaints. Once you learn how to use it, you shouldn't have any problems.

Overall: Perfect solution for ecommerce customer service management.

Tons of features with the lowest price possible

Aug 11, 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: 10.0/10 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.

Easy Peasy Lemon Squeasy

May 19, 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: 9.0/10 Not
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Pros: Very easy to setup and integrate with a simple cut n paste in footer, no software to install and load time lag in chats

Cons: The offline messaging is somewhat disconnected, would be nice to be more like intercom style chat where its offline, but its more like a text where you still send a text message and wait for them to get back online, more like traditional text messaging or skype, who cares if we are offline, it could still be just as easy to ask a question

Overall: instant communications with customers

Excellent customer service platform

Jun 22, 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: 10.0/10 Not
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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

Capterra loader

LiveAgent

Aug 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is absolutely beneficial to a company new or old. They are available 24/7 and associates are easy to understand and very easy to work with. It is a Cloud platform and is a cost effective option compared to some other options on the market. Just featuring the LiveAgent logo makes people look differently at the way we promote our business almost as if a trust relationship.

Cons: That I have no complaints on product so nothing to fill with least.

Overall: The ease of use, the customer appreciation and the ability to solve problems easily and effortlessly. This is an awesome program and would recommend to any entrepreneur or start up pop up business.

The Best Live Chat software

Apr 21, 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: 10.0/10 Not
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Pros: Easy to use

Many features

Reliable

Updated every almost every week

Cons: What? :-)

Overall: I am using LA Desk Live Agent since 2012, when I switched after I tried many other products.

Live Agent is simply the best live chat software available, because of its features and great support from Quality Unit Team.

There are many updates released every month, and it it really important because the software is improved more and more.

Are you looking for a Live Chat and Ticket software reliable and powerful? You found it!

Francesco

Recommendations to other buyers: Just a suggestion: I wish to see a VoIP SIP integration module

Capterra loader

Multi-Feature, Multi-Channel Customer Service Software that Allows Integration and Automation

Aug 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As part of the Customer Service team, we value the support and environment that LiveAgent creates for all of our specialists. Having the ability to provide our clients with multiple channels for reaching us (either by phone, live chat, social media integrations, etc.) adds to the positive experience we can provide. The user interface and knowledge base are simple and intuitive. Automation and integration is easy and seamless.

Cons: There's plenty of room for improvement when it comes to customization. But other than that, the software's got almost everything any customer service team may need.

Great Apps that suppass alot of other Helpdesk system

Mar 13, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Customer Support

5 / 5
Value for Money

Comments: Our company has tested a fair bit of system, we have used Kayako in year 2013.. and that last for around 2 years, we did a switch to Deskpro in mid year 2015, as it support much of our needs. However after using nearly 5 months, I am looking for a better and more easy to use solutions until I stumble on Live Agent. First of all it can import all our emails for past 14 years, yes our company started since 2002 and there are a lot of emails in our system, we want to make sure it can be imported into a central system to manage all inquiry..and sort of like a mini CRM.

Pros: 1) Ability to use mobile version apps, 2) Clean design UX that load fast even on mobile phone browser 3) Ability to load tickets easily in ticket view. 4) Tickets are gropuped together by email address, which is useful to view related tickets

Cons: 1) I am not using the Livechat feature yet as I need a more feature wise livechat system that can track info 2) Ability to back up or export data? 3) Linking more intergration with CRM (such as Nimble) and Xero 4) Ability to import from popular helpdesk such as Kayako will help to attract more customer to switch over. Its a chore to export data from Kayako, let alone reimport it into LiveAgent. I decided to start fresh without bothering to import tickets/contacts/notes etc from Kayako 5) Ability to BCC ? 6) Pre-defined tmebase ticket reply - example I will write a reply then put a specific time/date later which system will send over

From an admin point of view LA Desk is very easy to use and set up.

Mar 01, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that you can have more than one department and most things are kept separate. Easy for users to operate and connect too. Very customisable with the exception of the New ticket tab.

Cons: The least helpful part is the new ticket tab. Would be excellent if a new ticket could be raised from within the department that is being worked on rather than having to choose from a list can impact business continuity.

Overall: more for your money, so cost effective ease of use.

LiveAgent - Best Onboarding Process

Nov 06, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I had been searching for quite a while for a help desk solution that would be simple to set up and easy to use. After trying several different options, I selected LiveAgent. Thanks for it's onboarding sequence (love this!), it was easy to set up. The application can easily expand to suit a growing business and it's very easy to add new agents. There's a lot of options inside to manage any help desk issue with a client and it's easy for agents to communicate among each other if they need to check on certain issues. Well organized, robust, and certainly a fit for any sized business -- from 1 person to many thousands -- I think LiveAgent is a top solution. And, if you ever need help setting it up or using any of its advanced features, you can always contact their own support.

Cons: I'm not sure this is really a con, but there's a lot to this application. For someone who wants just simple things, it's a lot to get used to. Fortunately, it's easy to customize and use only those features you really need to design the support experience you're looking for

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

Aug 09, 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: 9.0/10 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.

Comprehensive all-in-one helpdesk solution with live chat ability

Dec 14, 2015
5/5
Overall

4.5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: We have been looking for a suitable solution to advice the visitors arriving at our website so that they get support at an early stage. One of our main goals was to protect the data of our visitors so that we could only consider solutions hosted on an own server. Live Agent is available both as a cloud service and a self-hosted application. Live Agent is a comprehensive helpdesk solution where many different channels are bundled within one application: live chat, e-mail support, knowledge base, Facebook integration, a customer portal to review submitted tickets. Even if one operates a ticket system and only needs a live chat extension, the live chat provided by Live Agent can be integrated into an external ticket system by means of REST API calls. Great software that is constantly improving with a development team that is listening to the feedback of their customers.

Cons: No specific interface to integrate with the Odoo ERP solution.

Recommendations to other buyers: If you already operate a ticket system, consider a proper integration of a separate live chat or helpdesk solution into your existing business environment to avoid a plurality of systems to be operated in parallel.

Probably the best helpdesk platform on the market!

Aug 10, 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: 10.0/10 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.

Good Product, could use a couple improvements.

Apr 21, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: easy to setup

good feature set

simple to implement

Cons: documentation could be better some places

nicer designs or customizability

Overall: We're a small consulting firm from Ottawa, Ontario and have used this software in numerous installations for small to large clients to handle their support. It's a good little program, but could use some improvements on the design side of things when wanting to customize. It's possible but not as easy as one would expect. Otherwise great software and something we still recommend.

Great live chat system

May 11, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Stability and usability, customisation. I like the fact there is gamification and the whole system is really 'complete' and fits our needs.

Cons: I want to be able to schedule office hours for each user and often they forget to log out or set themselves as not available and the timeout doesnt work. I also want to see a plugin that uses push notifications to display incoming messages, etc.. although we might develop this ourselves!

Great solution for support

Aug 09, 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: 10.0/10 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.

Smart choice

Aug 09, 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: 9.0/10 Not
Likely
Extremely
Likely

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.