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

413 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
  • 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

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR/Voice Recognition
  • 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
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor 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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Extremely
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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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Extremely
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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.

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!

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...

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.

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".

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.

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.

LiveAgent chat custom image error

Aug 10, 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: 7.0/10 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.

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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

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.

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
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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
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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
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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.

Simple, reliable, effective

Mar 28, 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: Automation features
Efficient ticketing, department and SLA system
Perfect for support related purposes

Cons: Could be a little bit slow at times, but mostly depends on your machine.

Overall: I've been using LiveAgent for over a year now, and I must say that it one of our best decisions. Providing top quality support has never been easier. It has not only great features but also provides great tools for teamwork and communication between your team. We've been able to increase our efficiency, awareness, and responsiveness more than ever before!

Recommendations to other buyers: In case you've been struggling to find an efficient software to provide quick and efficient support, try LiveAgent. You will not regret it!

Great Service for a Customer Services Team Leader

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great statistical use for a customer team leader allows you to monitor closely your colleagues. Also a great feature is the Live Chat which is not only easy to use however also easily monitored.

Cons: The only con I have with LA desk is the postpone button which then takes the message away from your screen I have used other systems which allow you to pend the email and keep this in the box.

Improves efficiency dramatically

Mar 29, 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: Intuitive User Interface, live chat works flawlessly, lots of customizations, "To Solve" button saves so much time, chat between agents lets to communicate easily, social media integration.

Cons: Search could be improved, LiveAgent mobile app could show agent statistics

Overall: I've been using LiveAgent for quite a while and it does not cease to amaze me. Of course, it has a few flaws but overall the software is really polished. UI is intuitive, easy ticket sorting and tagging, everything is customizable, bugs are fixed quickly, support is fast. I can honestly say that the workflow has improved. If you compare LiveAgent to other alternatives, you can see a huge price difference and you won't feel any lack of features.

Recommendations to other buyers: Make sure you customize LiveAgent to suit your needs, create a lot of canned and predefine messages, adjust ticket priority.

Straightforward & Organized

Apr 25, 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: 8.0/10 Not
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Pros: LiveAgent is both easy to use, allowing for real productivity gains even in an environment with a medium to high turnover.

Cons: Some missing functionalities in the editors, giving articles and responses a somewhat outdated look.

Overall: LiveAgent has been a very easy platform to get used to for everything from building a knowledge base available on our ticket submission interface which helps filter out customer questions and encourages them to find information themselves, to automated replies based on keywords, organizing teams to prevent issues from becoming overdue, etc.

The editor for both messages and articles could use additional functions, including more variety when it comes to formatting and visuals. Basic knowledge of HTML helps with the process, but as some functions don't get processed, a more robust editor would still be much appreciated.

Guides, tutorials and metrics found within LiveAgent are useful and some gamification aspects definitely help set motivating objectives for our teams. Personally, I would push the system even farther and include a way to create custom points systems and achievements based on certain milestones and tasks completed, both as a way to easily keep track of motivated team members and to make their own efforts more meaningful.

Recommendations to other buyers: -

Live Agent - Great Online Site Communication Tool

May 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall, this is an excellent product and I highly recommend it. You can brand this with your own brand which is nice.

Pros: Very much like Skype without Video Easy to Use for the Laymen Easy to integrate to any site Easy to manage multiple conversations Easy to send links and helpful information Easy to send to another worker to take the customer

Cons: Depending on your budget this can be a draw back. Many start up companies can't afford this and with that mentioned, there are other options you can look at if you have a tight budget

Live Agent is my tool every day, until now it has been great as a tool for daily use.

Jul 05, 2018
4/5
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: What I like about Live agent is the record that is carried inside the application. Everything is archived, the chats, the performance of each of my colleagues. In addition to this I like to be able to compare the performance of my colleagues with mine. I think a good initiative is the medals that are given to each user, since this promotes competition within the office. The versatility of the platform seems very good, since you can upload all kinds of documents within a chat.

Cons: Live Agent seems excellent, my only criticism is that it can improve the aesthetics of the platform, I think they can improve the platform and make it more user friendly. Place more customization options.

Overall: My benefits with this platform have been endless, the relationship I establish with my clients is great, in addition to the comfort, response time. The versatility of the platform allows me endless possibilities. It is also one of the most stable platforms with which I have worked, it is super fast and it has allowed me to have an excellent performance in my work.

Live Agent is Wonderful

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I highly recommend this product!

Pros: I love this software! It makes it so easy to communicate with clients and helps to make our office so much more efficient! Highly recommend.

Cons: Price; this is the only con i can think of and really you get what you pay for so if you are looking for a high quality product this is totally worth it. ;

The best around

May 07, 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 is the fastest and most reliable CRM system available. Easy to use interface and so many customisation options available to seamlessly integrate LiveAgent into any business need.

Cons: There are no cons to using LiveAgent. I would strongly recommend that anyone who requires a CRM system uses LiveAgent.

I have been very satisfied with them meanwhile and they are very affordable

May 02, 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 like that they have all channels integrated into one system and are not charging extra for every tiny additional feature that I want. Its one AFFORDABLE price for everything.

Cons: I don't like the fact that they are only integrated with Twilio meanwhile and not with other PBX. Twilio's integration only went to one department and I wanted to do more stuff than possible with the Twilio integration. They are saying that they are working enabling any PBX to work with them . When this will come out they will probably be the best.

Overall: A multi-channel ticketing software that has a lot of amazing features to better serve my customers and at a very affordable price

Helpdesk without secrets !

Jul 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: 10.0/10 Not
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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 :)

LiveAgent- The best helpdesk software at affordable price

Sep 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Amazing service with most excellent features. Very very happy with this product and all because of the most essential attributes that it has come up with.

Pros: LiveAgent is a helpdesk support, available in the online platform. The best feature of this tool is that it is able to blend more than one channel into just one package. This comprehensive package includes social media and live chat as well as Email backup. This effective helpdesk software has also several features that comprise combines POP3 accounts, contact forms, sharing of files and gamification. Among other features, there are Ticketing, Chat history, Agent ranking indication, Agent collision recognition, Chat button gallery, canned messages, SPAM filters, SLA Log report and compliance report, Business hours, and Rewards and many more. The application is designed in such a way that the users find it very easy to use. All the available control units are highly accessible and also well organized. It provides us the oportunity to learn the system within a short time. Besides, the system can even supports lots of languages. LiveAgent app is also designed for Android and iOS.

Cons: No such cons so far.

Great program

Apr 10, 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: It does most everything, does it well, and has a decent and usefull mobile app.

Cons: Nothing

Overall: I've been testing about 10 different helpdesk programs. I needed to ticket all my FB page messages and comments, my emails, and website chat (live and message style). I needed it to have a very robust live chat feature or integrate with a great one. I also needed it to Integrate with Shopify. Last but most importantly, I needed to be able to do everything, including live chat, from my phone. Live Agent won...it does all of that, is easiest to use, and has better support than any other that I reviewed. They had 24/7 live chat reps who were extremely knowledgeable and available to help me with something within 5 minutes. A close second was using Chatra integrated with Frontapp. The only issue with it was it only shows FB messages not post comments which left me having to go back to FB all day. I'm in the trial of Live Agent but I think it's a keeper. If I could add anything it would be for cart contents to show up through the live chat module for website visitors. But without that it's still the best all around package I could find.

Recommendations to other buyers: I tested about 10 different multichannel help desks and this one came out on top.

I used live agent in my previous job and I enjoyed using it.

Jul 26, 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: I liked that it was very simple to use. We used it for live chat, email, incoming faxes and the ticketing system. Every part of it was very easy to use, simple to learn. I really enjoyed using it.

Cons: There was nothing about this software that I really disliked. It was easy to use, never had any problems with it.

Overall: It was fast to complete emails and keep records of customers emails and chats. Chats were easy to do. It made everything we did with it very fast and simple.

One stop shop for all your needs.

Oct 26, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I would say, this is the best software I found that can be used for e-commerce customer support. It provides many features that are missing in other software's. It's has abundant features like Universal Inbox and automated ticket distribution. It was really a big issue to us to handle a large number of tickets without confusion, The Universal inbox feature solved it easily. We had a team to distribute the tickets among available agents and now the feature called automated distribution just made it damn easy. I really appreciate the customer support for this product. The interface is so fluid and Intuitive and the initial setup went really smooth and all my queries were resolved by the CS real quick. It helped us delivering a good quality of work within the agreed SLA (service level agreement). This product gives reports and graphical presentations which allowed us to analyse the data and helped us to prepare a plan. The mobile app is one of a kind, I never saw anything like this Finally this is a ultimate software on which you can rely on. Thanks to the team for making it so good.:)

Pros: 1. Easy setup. 2. Very good customer care. 3. Abundant features like Universal mailbox, Rules and mobile app etc. 4. Very smooth and Intuitive interface. 5. Reporting utilities like SLA Compliance report, Agent ranking overview etc

Cons: 1. More local languages needs to be added. ex: Indian local languages.

The best and neatly organized software for customer response ever

Jun 30, 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: You can do pretty much everything from the software, if you have a website for acquiring leads or where you have to explain the content and interact with your customers on a priority based system you are in great hands. You can receive calls, forward them, call customers and respond on the web. If you can do all of those things at the same time this is the best multitasker software for you.

Cons: The one thing that I did not understand is that is a branding fee, quite high, after I pay for the sotware it has to be not branded, or my brand on it, not a special fee for brand removal.

Easy to use and implement.

Jul 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: 10.0/10 Not
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Comments: We are using the Live Agent for 2 years so far, and every day we serve many customers with no problem. The software allows postpone tickets, meet via Facebook and Twitter , or whatever the new era requires .

Pros: TOP 5: 1. Easy to use 2. Easy to implement in large teams 3. The ability to self- host behind the firewall 4. Low cost / investment 5. Support attentive and helpful

Cons: No cons, in 2 years of use, we didn't find any issue.

Recommendations to other buyers: Take a trial and contact Live Agent support. They will take care of you, like care of me :)

Live Agent Provides The Means For Our Customer Service To Excel

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: 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 :)

Looking for the support system? Look no further!

Mar 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: 10.0/10 Not
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Pros: Customization, ease of use and in-depth statistics representation.

Cons: It's a little heavy on resource usage, but if you have good hardware, - it's not a huge problem

Overall: My department was looking for a good software to replace our faulty and unreliable tool which had no real tools to check upon agents' performance. This tool does everything! Stats, bads, goods, tags, you name it!

Recommendations to other buyers: Make sure you customize it entirely to suit your needs :) It has a lot of features which can be discovered while browsing through the software!

It is great tool to organize, plan and solve support and dev tickets.

May 02, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The modern features like real time updates of a ticket.
When one agent is working on a ticket and is typing a reply you could see what that agent is typing so if you can act accordingly and quickly.

Cons: Not really any faults I could find with it. But they may work on showing tickets based on status or a add more statuses to tickets like pending, in-progress etc.

Overall: Efficiently solving the support and dev tickets.
Almost zero learning curve.

Capterra-loader

Although LiveAgent is not cheap but is best.

Jul 10, 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: Flexible Customization Enable.
Easy to use.
Phone integration with chat.
And it works pretty fine.

Cons: Bugs on free version
Pay to upgrade
On app side there is some feature missing and is a bit dated

Overall: My current team is kinda small, and i find that LiveAgent is the best among the paid support system available that we tested. We can have all the multi-channels with just one pricing. Customisation that LiveAgent provided is user friendly and also flexible.

The best chat app, it has changed our communications channels

Jun 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The first chat app, and we have tried many, as you can understand all the info can't be public or listed, and dealing with questions from customers is a priority for us. Being able to prioritize this tasks and assign different agent for leads, and qualified leads is a very important step in our market. All this and more is done by this software that we love. Thank you live agent.

Cons: The branding, you have to pay extra to remove the branding on your chat, I don;t find it cool, but it's a great software and you can keep it as a badge of honour

Great experience, user friendly and great support and development.

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: 10.0/10 Not
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Pros: User friendly for our agents, easy installation, I love the mobile app and the ease of use and mobility our agents have.

Cons: I don't really have any cons, we have seen how the software has evolved always taking into account the user feedback.

Overall: My customers are super happy.

Great Live Chat with and Affordable Price!!

Mar 31, 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: Perfect for servicing the customers via e-mail, web (live chat) and phone and the social media integration is an added plus.

Cons: It would be nice to like a tweet when it pops up instead trying to look for it in tweetworld. That's simply impossible.

Great organizational tool for email and chat!

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: LiveAgent allows us to quickly see the status of all emails in the inbox. We can quickly see at a glance what emails and chats are being handled and which ones are in need of a response. It also allows you to tag messages for even further organization. I also really like the ability to add internal notes to a ticket so that we can have internal discussions regarding a particular email string. The dashboards/reporting are great and we also really like the customization options with templates for responses and setting up different rules. It was very quick to get up and running with the platform!

Cons: There isn't really much that I dislike. My only complaint is that it would be nice to have an option to receive email notifications even if you are currently online/signed in. They currently only send if you are offline, but we keep LiveAgent open in a tab within our browser all day.

LiveAgent was the choice of our company

Apr 12, 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: -Smooth user interface
-Responsive customer support

Cons: Actually, there are no cons

Overall: Our company has tried several solutions for live chat / ticketing system and finally we stick with LiveAgent. We are using it for more than a year now and are very happy with it. LiveAgent perfectly fits a company that provides hosting or similar service.

Recommendations to other buyers: If you doubt LiveAgent does not provide a feature you need, do not hesitate contacting their support team which is very responsive and will always try to offer you the best.

Everything we need and more

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
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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.

Best Live Chat System Ever

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and training, layout of agent panel, ease of set-up and ease of making changes and price

Cons: There is no way to make a agent specific knowledge base without the purchase of a "seat" for the agent. You cannot multi-brand the knowledge base.

Overall: We've tried so many live chat ticket solutions and finally found a winner. LA Desk is the complete package and no excess charge they are so very reasonably priced that we will stay LA desk

Recommendations to other buyers: Keep up the great work

Capterra-loader

Best chap widget

Jul 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: It is the best chat widget and help desk you can find on the market. With it's amazing ability to connect everything you can be assured of a great customers service. Everything is spot on and the speed of everything is fast, I wish more software would be like this

Cons: We had some trouble with the branding on the widget, but achieved to replace it and customized it to match our design.

Review of Live Chat Software produced by LiveAgent

Sep 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: After looking at many live chat software, I am really satisfied with this product. Previously, when I used another company¿s live chat software, when I was connected with my costumer, I was faced many problems with their live chat software. That was really a disgusting moment for me. But now, LiveAgent has solved my this problem.

Pros: Some special feature of LiveAgent¿s ¿live chat software¿ are really attractive. It includes smooth live chat system, view client¿s information view system, feedback Giving and Taking system, spam filtering system and so on. Customized email templates option and notification, option is really attractive.

Cons: Don't waste your time and money with other company¿s live chat software! I strongly recommend to them, who need a live chat software for maintaining connection with their own clients . they can use LiveAgent¿s product without any Doubt. ¿

Great for smart people!

Apr 04, 2017
4/5
Overall
4 / 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: Efficiency and possibility to work smarter, not harder!

Cons: Occasional bugs which sometimes force me to stop my work routine to fix the text or similar.

Overall: LiveAgent is the main software that I use at work when providing Help Desk assistance to our clients. It has some occasional bugs, but that does not cause much trouble on a daily basis. I would recommend it to people who are looking for a software which would speed up their work! Canned and predefined response features are great!

LiveAgent keeps customer communications alive and easy

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: 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.

Good help desk solution.

Aug 09, 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: 8.0/10 Not
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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.

Service at its best

Jun 28, 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: Having live support over the internet via chat is simoly amazing. Having this platfomr makes service easy

Cons: Whats ther not to love about this product since it is simply genius to think of a platform for chat support

Excellent unit for communication with customers

May 07, 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: This system allows you to quickly respond to user requests. In addition, management can always go into the working folders of employees working in the technical support department and check the status of requests from customers.

Cons: It's strange that the creators of the program did not envisage the possibility to send messages to e-mail when you are in online mode.

Price is really good while talking about product quality. We rate it 5 from 5.

Jan 21, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We finally found good help desk software for our company! Five years ago we decided to use an application to increase customer satisfaction that will answer consumer's questions. But we had problems to choose good and successful company that we will be satisfied with. We had moved from two different companies providing help desk software until we heard about LiveAgent from our co-operators. Since that day we solved more customer problems than with two last help desk brands together. Working in LiveAgent is easy, every feature is set up easily and you have many options in settings. The process from receiving request from consumer to sending answer back takes a short time. In price comparison is LiveAgent a favourite. It is really worth to invest to this help desk software. Price is really good while talking about product quality. We rate it 5 from 5. We are very satisfied.

Pros: quality, price, working in LiveAgent is easy, features

Cons: occasional bugs, but are solved very quickly

It is great for company's support

Jan 19, 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: We heard about LiveAgent from company's collaborators, who use it longer. We are satisfied with LiveAgent, especially with opportunity to contact customers through modern online social networks like Twitter and Facebook, besides calls, email or live chats, since our target group of customers are people aged 20+ and they use these networks daily. Secondly, agents respond quickly, because they can easily recognize the type of the request. They can always find previous problem solutions and apply them again in similar cases using LiveAgent. I recommend it to everybody! It is great for company's support.

Cons: Just two theme designs, it would be great if we could choose from more various themes.

Recommendations to other buyers: Try it! I'm sure you will love it, super easy installation + many features available.

Perfect solution for communication with customers

Oct 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and very clean interface. Also lots of possibilities to customize setting, lots of useful plug-ins.

Cons: Responsivity of the layout could be better and built-in updater of the system would be very handy.

The best Customer Service Support Desk in the market

Mar 24, 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: Automated Ticket responses
Live Chat
Powerful API

Cons: There was a small problem with Live Agent API structure. We contacted their support them and they fixed everything.

Overall: A year ago we have installed Live Agent Desk to our company cloud.
Since then, we made our daily tasks in Customer Service Team way easier.
LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!

One of the best livesupport suites!

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, 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 :)

J&D Manufacturing

Aug 09, 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: 9.0/10 Not
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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 :)

Absolute satisfaction

Jan 05, 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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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.

Customer satisfaction at an all time high

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like giving my customers a direct line to support where they can do other things rather then wait on hold for phone support. The log they provide when the chat is over also gives something for my customers to review later.

Cons: Every once in awhile we will get disconnects. I am not sure if that is due to the software or the customers internet.

Live Agent is a real assistant

Feb 09, 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: Previously, I used another client to communicate with users. There, whenever you need to see new calls, you had to update the page. In Live Agent, everything is much simpler, but at the same time, functionality does not suffer.

Cons: Problems for the entire period of using the software, neither me nor my colleagues were found. And this is excellent!

Best of all ticket systems

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
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.

Easy to use and administer

May 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: 10.0/10 Not
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Pros: For us, it´s the best way how to start with online chat with our customers, potential customers or public. This system are very summary (in online and offline status), basic, statistic and other overview and settings are useful for beginners and also for professionals. Very best are rating of operators (badges), performances, ...

Next mobile app for Android, export to .csv, overview and work with operation account,.. .Regarding of all settings - I think that we use 20-30% of tools, what this system offer.

Customer support are, i think, the best from all of the online chat provider. They have a solution for maybe for all substandard billing requirements ever.

Cons: Only three things.

1. User Access - only operator and administrator
2. Overview of news - I miss the space for inside news
3. Responsivity of website

Awesome way to capture another audience!

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: 9.0/10 Not
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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.

Live Agent Chat

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Price. Easy set up and editing.

Cons: Had a little trouble getting help from customer service at the beginning, but they seem to have fixed that. No problems now.

Overall: We've had good luck with this product. For the price, it is quite functional and has analytics that we use to monitor how it's going. We only use 3-4 agents, but it has worked out for exactly what we were looking for -- at a great price.

LiveAgent Review

Oct 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: 9.0/10 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.

I really like LiveAgent so far

Oct 17, 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: 8.0/10 Not
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Comments: LiveAgent has been a great product to use so far. I use it solely for its ticketing functionality, but even so, it has been very useful for me. I was able to use LiveAgent's automation features to create a streamlined process of handling support tickets. LiveAgent's own support staff has been incredibly helpful. I've started a number of chats with them, and I always got the information I was looking for in a prompt and helpful fashion.

Pros: Wide range of automation options. simple user interface excellent support staff

Cons: Not all automation functions are available in all cases, as well as some inconsistency with the naming conventions of some rules. Minor spelling and grammatical errors within some text (English Language)

Recommendations to other buyers: With a bit of setup and a little effort, LiveAgent can be configured to suit nearly any need. I really like using it, and their support staff is very helpful. The developers really want to make LiveAgent great; they even accepted a suggestion I had for improving the rules for automation.

Amazing experience. All-in-one dashboard make everything easier!

Mar 01, 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: 1. Easy to setup
2. Easy to manage multi-channel (i.e Email, Facebook, Twitter)
3. Easy to get calls from Voip
4. Postpone tickets (yeah, this is amazing!)
5. Fast support

Cons: No cons until know. And I'm just like to have more tools/options to edit front-page of the helpdesk.

Overall: Easy to manage multiple requests, and multi-channel support.

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

Dec 14, 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: 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.

Very helpful and user friendly software for small and medium business, especially for Customer Care

Nov 15, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Good Reporting of the workload, user friendly interface, many tools and functions, gamification of the interface which promotes the users

Cons: Use the application too short to report some faults, but whe had some difficulties to set all the advanced features, some manuals or instruction videos would be helpful, nevertheless customer support is very helpful and professional

Overall: Better overview of the workload, good instrument how to control the quality of the e-mail/chatt answers of each agent, useful reporting data

I used it in my daily work. Easy, comfortable and useful

Jul 22, 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: It has all tools for effective job. It helps to be in contact with users at every moment. The conversation window is multi functional with as well as easy managing

Cons: It has not negative moments. Just to be always active even if you are far from the computer. I'd like to have less pauses

Overall: to deal effectively with users

Suitable for small and large companies

Apr 01, 2017
5/5
Overall
4 / 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: - Can handle many agents at once
- Social integration
- Can create departments

Cons: - Sometimes updates are slow

Overall: We use LiveAgent for more than one year. The most awesome thing about LiveAgent is that it suitable for both small and large businesses. We have more than 100 agents who provide support for our clients and LiveAgent operates without any lag. We are more than happy with LiveAgent

it fits nicely if you have basic needs

May 19, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I personaly like the tag system for tickets (though the the filters to get valuable information from it is extremely rare and hard to apply).
The widget for chat and ticket buttons are just awesome (few other helpdesk softwares offer that).

Cons: the reports are less informative than others i've seen. it doesn't fill my needs for analysis. i'm unable to know, for example, what chats a single agent have performed with a filtering by agent. i have many other examples.

Worth a shot

Jun 07, 2017
4/5
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: The software is certainly bovine of the worst that I have seen. The ability to communicate with their tool are one of their highest selli points and for what the service costs, I couldn't complain.

Cons: The only con that I have is that like many other softwares , the set up and navigation is a bit complicated at first. It takes a little nib of getting adjusted to and can be a little frustrating at first however once you learn to use the system it's a piece of cake.

Best Agent for your Buck

Aug 10, 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: 8.0/10 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 :)

I use Live Chat everyday for recruiting truck drivers.

May 08, 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: 10.0/10 Not
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Pros: It is very easy to use and has great functionality. The drivers that are interested in my company have an easy way to get in contact with us recruiters and has increased our productivity.

Cons: The only con that I've experienced with this software is that we were getting a lot of out of country individuals that we couldn't hire. Not being able to to sort that out was a little trouble.

Overall: A fast way to communicate with interested drivers. Increased productivity.

Easiest way to set up live chat and customer service is second to non

Nov 16, 2017
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: Customer service is excellent and know if I have absolutely any problems, then their customer service team will get right back to me and not just skim my support request. The software is also pretty inexpensive and very easy to integrate live chat on our website.

Cons: There are a ton of features and while this is great, it also means that it does take a little time in learning everything you can do efficiently.

Overall: Great way for me to help our customers.