# Page 10 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 10 - Is LiveAgent the right Help Desk solution for you? Explore 1780 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/102188/LiveAgent/reviews --- LiveAgent 4.7 (1780) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 15th, 2026 # Page 10 - Reviews of LiveAgent ## Showing most helpful reviews Showing 226-250 of 1780 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Kagisho M. consultant Retail Used the software for: Less than 6 months ### "Live Chat Agent" October 16, 2023 4.0 Live Agent is user-friendly even for less experienced users. They don't have to worry about using the tool instead the system improves overall customer experience. Pros Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction. Cons It is good to technology improving people's lives, but one thing that must not be forgotten is that the same people using technology have feelings, they need someone with compassion, sense of humor and true feelings. Sometimes fail to cover human emotions. Review Source Response from QualityUnit October 18, 2023 Hey there Kagisho, Appreciate your thoughtful insights. You nailed it about our reliable helpdesk solutions being a driver of workflow efficiency. Also, with LiveAgent we strive to keep things straightforward so you and your agents can focus on winning over hearts of your customers. Touching on your thoughts about the human connection, we couldn't agree more. At LiveAgent, our tech is all about support, but it's our people-powered team that continues to put the 'live' in LiveAgent. Our customers chat with real humans, not robots. We strive to balance tech efficiency with hearty laughs and empathy :) - LiveAgent Team AH Arianna H. Director of Brand Experience Supermarkets Used the software for: 2+ years ### "Customer Support Program of All Times (CSPAT)" August 27, 2023 4.0 Automate ticket management for 24/7. Pros improves customer experience by allowing us to attend to customer queries rapidly. Cons Unavailability of offline access is the only flaw subjected to . Review Source Response from QualityUnit August 30, 2023 Thank you for your positive review. We're very pleased to hear that LiveAgent is enhancing your customer experience by enabling quick responses to customer queries. Our aim is to facilitate effective communication between businesses and their customers. Thank you for choosing LiveAgent! Sophie C. Office Administrative Machinery Used the software for: 1-2 years ### "Efficient and Organized Communication" August 21, 2023 5.0 allows you to centralize communication, improve efficiency and provide a clear view of team performance. Pros The ticketing functionality is probably my favorite: it allows me to track and respond to all customer and colleague inquiries in one place. The live chat and integrated telephony options have greatly improved our responsiveness. I love how I can assign and categorize tickets, which makes it easy to prioritize tasks. In addition, the analytics dashboard gives me a clear view of team productivity and helps me identify areas for improvement. Cons While is a great tool, some of the analytics reports are complicated to understand and could be simplified for easier interpretation and use. Review Source Response from QualityUnit August 23, 2023 Hello Sophie, Thank you for your awesome 5-star review! You've captured the spirit behind our ticketing functionality splendidly! Keeping communication organized and easily manageable is high on our list. - LiveAgent Team MC Medan C. Writer Writing and Editing Used the software for: Less than 6 months ### "My LiveAgent Experience" September 24, 2023 4.0 My experience with has been terrific as it is well packaged even for my small business. It makes me work well with prompt and efficient support to my customers Pros It is a straightforward software which is easy to navigate and it is very useful in realtime communication making everyday work simple Cons The only downside I discovered is that integrating it with other third party tools can be a bit on the higher side Review Source Response from QualityUnit September 28, 2023 Hi Medan, Thank you very much for your review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the features and benefits it brings to your everyday work life. Remember, our team is here for you 24/7 in case of any questions or issues! -LiveAgent team Sonali A. Staff Engineer Information Technology and Services Used the software for: 1-2 years ### "Reliable customer support platform" June 15, 2023 5.0 Pros I’m using this tool for issue tracking, chat and ticket management. Really experience is very good. It saves lots of time in resolving queries and issue. Also it supports 100 plus integration with other tools. It makes business scalable and improves productivity. Also we can solve customer issues on priority using this and helps in improving customer relationships and satisfaction. Pricing of this platform is very cost effective. It helps us to give great experience to the clients. Cons Live agent plays a vital role in giving great experience to the clients or customers. It works well for us very effectively and effectively. So I don’t have any negative issue. Review Source Response from QualityUnit June 16, 2023 Hey Sonali, thanks for your 5-star review! Your kind words about our integrations and improving productivity is awesome to hear! If you ever have any suggestions or need assistance, feel free to reach out! Our support team is here for you 24/7. - LiveAgent Team Rahma B. Fund Accountant Financial Services Used the software for: 1-2 years ### "All-in-one and effective customer support platform with exceptional customer support team." June 27, 2023 5.0 is a great platform that is dedicated to help customers with their issues on real-time via email, live chat or call. The price is affordable and support is unparalleled. Pros has been a great platform that helps us to assist our customers via chat, email and phone call. It's also brilliant tool that helps us to organize multiple prospects engagement into one centralized place to save time while resolving issues faster. Improves our service performance using the reporting and analysis. Overall this tool has excellent customer service team readily available when needed. Cons Not much I dislike but some improvements noted. Like there should be more features to help in automatic responses. Review Source Response from QualityUnit June 30, 2023 Thank you for taking the time to share your experience with LiveAgent. We're glad to hear that our platform is assisting you efficiently in handling customer inquiries across chat, email, and phone. Your recognition of our tool for centralizing prospect engagement and enhancing service performance via reporting and analysis is highly noted. We've also taken into account your suggestion for more automatic response features, as we're continuously working to improve our platform. It's gratifying to know that LiveAgent's real-time assistance capabilities, affordability, and superior support have been beneficial to you. We strive to maintain this level of service and look forward to continuing our support for your team. Best Regards, The LiveAgent Team MG Marion G. CEO/Owner Retail Used the software for: I used a free trial ### "Very resourceful Tool For Your Business " August 23, 2023 4.0 My overall experience with has been pretty good so far but I am still exploring the software but must say it's nice to finally come across software and not have so many issues to deal with when trying out the product for the first time. Pros I enjoy the ease of using this product. The knowledge base articles and resources that Live Agent makes available to you are so resourceful and a very big help when setting up the software for your company. Cons My only issue is I wish the free trial was longer so that you can explore everything in depth. Reason for choosing LiveAgent The layout and ease of the product is what had me choose . Review Source Response from QualityUnit August 24, 2023 Hello Marion, We're glad you're enjoying your journey with LiveAgent so far. And about that extra time on the free trial you mentioned, feel free to reach out to our customer support team. We understand the importance of getting a comprehensive feel for our software, and they would be glad to extend your trial period for a few days. Remember, even after the trial you can continue the exploration with our free plan :) - LiveAgent Team Rudra Prayag P. Consultant Information Technology and Services Used the software for: 6-12 months ### "LiveAgent- Great Ticketing Software Tool" January 11, 2023 5.0 If you're searching for an all-in-one help desk software solution that is simple to set up and use, has a tonne of functions, and is, is perfect. Pros is a top-notch helpdesk programme, for firms who want to combine phone, email, and live chat customer assistance,. The paid plans aren't ridiculously expensive, and the free plan is well equipped and may be sufficient for small firms. Cons Although we'd like to see chat-to-SMS added and social media accounts supported more affordably, these aren't major issues for most organisations. Review Source Response from QualityUnit January 16, 2023 Hi Rudra, Thank you very much for your feedback. We are glad to see that LiveAgent has been the right choice for you and that you have been satisfied with the features it provides. The SMS integration has been reported to our developers in the past so fingers crossed we will see it implemented in the future. Have an awesome day! Federico V. CCO Leisure, Travel & Tourism Used the software for: 6-12 months ### "B2B portfolio management" March 31, 2020 5.0 I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since centralizes almost all of them. Pros What I like most about is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service. Cons I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) With Hubspot we had to pay a lot of money to access certain features that gave us a lot of value and for a small company like ours, there is no return on that investment. In any case, they are complementary tools: today we maintain our Hubspot Free account, but with we complement it and achieve excellent synergy. Review Source Response from QualityUnit April 1, 2020 Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :) AW Andrew W. Operations Manager Apparel & Fashion Used the software for: 1-2 years ### "The CRM Goldilocks Would Have Chosen" March 18, 2020 5.0 Overall has provided us with stellar ROI and we continue to lean on this app every business day. Pros Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most: - Unique ticket IDs make for easy tracking and reference in and outside the LA environment - Assigning tickets to others have allowed us to streamline time spent by experts - Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message - A decent array of Plugins helped us coordinate our customer service options and follow-through - Contact form customization is relatively intuitive and has gone a long way to help build customer trust - Customer Portal option was a nice touch, even if slightly clunky and less than user friendly Cons Overall we're quite pleased. If we had the option, we'd love to see the following addressed: - Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off. - Minor issues like being unable to remove flags from threads and small UI things like this. - More support for other SaaS email providers like Klaviyo. - Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server. Review Source Response from QualityUnit March 23, 2020 Hello Andrew, thank you for your complex and honest review! I am excited to hear that LiveAgent is helping you to handle the tickets in a more efficient way and that your customer satisfaction has gone up after making our software exclusive in your communication with customers :) The confirmation window when performing a mass action is shown by default, in order to prevent any unwanted actions triggered by any misclicks. Regarding the mail provider, you can connect any email address regardless of the provider by Forwarding or IMAP/POP3 :) The app wasn't working because a new version of it was released but our developers have already updated all the accounts so it is working with no problem now. I understand that the mobile app can be limiting, for instance not being able to use the predefined answers, but our developers are working hard every day to make it better :) You can send us any suggestions for improvement at support@liveagent.com :) Grace B. Project Manager Retail Used the software for: 1-2 years ### "An efficient customer service dashboard for running many companies" July 27, 2023 4.0 Our previous chat platform had a terrible help system that made using our app a pain. Countless options and features, such as monitoring social media interaction, website widgets, phone/video call modules, a dedicated customer portal, and much more. Pros In general, we've had a great time using . With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution. Cons There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Our organization has had great success using this tool. As an added bonus, the complete team is able to search the entire chat, and issues can be resolved much faster with the help of a live agent. Their method of communication is dependable and expedites the resolution of tickets. Review Source Response from QualityUnit July 31, 2023 Hi Grace, Thank you very much for your kind feedback. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with its features and the benefits it brings to your customer care. Our team is here for you 24/7 in case of any questions or issues, including assisting with the SSL! -LiveAgent team Rohit K. Senior Software Developer Information Technology and Services Used the software for: 1-2 years ### "Incredible tool for customer experience " January 16, 2023 5.0 Pros I'm using this wonderful tool from last 1.5 years. It helps alot in resolving issues without any call or any waiting time. It is very secure, reliable and cost effective tool in this segment. It is very easy to use and setup. This tool also play a vital role in resolving our customers issue with using chat option. Recommended tool for all types of organisations. It boostup our productivity and customer relationships. It gives us transparency. Cons I have one issue with this tool. It slows down sometimes in my opinion it needs little bit performance improvement. Expect this great tool in this category with lots of features. Review Source Response from QualityUnit January 20, 2023 Hi Rohit, thanks a lot for your kind and honest review! :) We are excited to hear that you have been satisfied with LiveAgent and that it helped you improve your productivity and customer relations. As to the performance, please start a chat on our website with our technical team and they will be happy to investigate if there is any issue with the connectivity to your account. Sometimes, it might help to migrate to a different data center, based on how far your agents are located from the data center in which your account is stored. VR Verified Reviewer Marketer E-Learning Used the software for: 1-2 years ### "A Review on Live Agent 2022" December 22, 2022 4.0 Overall, using Live Agent was a positive experience. I really like the anti-spam system that it has. Pros How quick the chat support is and the many different languages it has available. Cons I feel the software needs to be updated to allow agent to agent communication. This would allow for more training and become adaptable to new hires. Review Source Response from QualityUnit December 27, 2022 Hey there :) thank you for taking the time to review LiveAgent! We're glad to hear that you had a good experience with our support. It's also great to know that you liked the fact that we offer support in multiple languages - we strive to be as accessible as possible to all of our users. As for the agent to agent communication , LiveAgent allows internal chats and tickets that are helpful for any internal communication. If you need any help or assistance with them, feel free to contact our 24/7 support. - LiveAgent Team Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "High-quality team support software" January 11, 2023 4.0 Aside from its high availability, ease of use, and strong security for agents, it also integrates well with other systems. Users required less instruction to become proficient with . Pros allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off. Cons I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) When we first opened, we were just another option for companies in need of a call center. Availability was a problem for us. Because of , our agents can focus on their task without being interrupted by things like a lack of power. As a result, agents have the freedom to conduct their work from any location. Review Source Response from QualityUnit January 16, 2023 Hello Lilian! Thank you for taking the time to leave a review. It's great to know that our platform is helping you to have a continuity of support even when one of the support staff members is out. As for the customization choices, you might find these articles helpful: https://support.liveagent.com/519426-Customizations If you need any advanced customization, don't hesitate to contact our 24/7 customer support team. We are always happy to help! :) - LiveAgent Team Alfredo J. Director Information Technology and Services Used the software for: 2+ years ### "Huge platform with many possibilties." April 16, 2021 5.0 I have been using for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations. Pros I mostly use to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience. Cons As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature. Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Using osTicket required supporting the infrastructure, which took time from the main mission of supporting clients. Review Source Response from QualityUnit April 21, 2021 Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at support@liveagent.com BK Brijesh K. Customer Retention Agent Computer Software Used the software for: 1-2 years ### "A comprehensive customer support solution, enabling efficient management of customer inquiries " June 22, 2023 5.0 Overall, I enjoyed working on it. The canned responses were a great help! Was able to handle 3-4 customer at the same time with 96% customer satisfaction. Earned a good incentive due to increased productivity. Pros Personally liked the automation features, such as ticket routing and escalation rules, canned responses (one of the best), and chat macros. These tools helped streamline workflows, increase productivity, and ensure consistent and efficient customer support. Cons Its extensive feature set and customization options requires steeper learning curve, especially for new users. You need to provide additional training and invest time to fully understand and utilize all its functionalities effectively. Review Source Response from QualityUnit June 29, 2023 We're very grateful for your review. It's wonderful to hear that the automation and other features in LiveAgent have made your life easier and also increased your productivity and customer satisfaction rate. We understand that our array of features and customization options can be overwhelming to new users. To mitigate this, we're continuously working on providing comprehensive tutorials, webinars and documentation. Our support team is always happy to help if you have any questions or concerns. We're glad to know that you've had a great experience, and we hope to provide you with continuous improvements and innovations that can make your experience even better. Thank you for choosing LiveAgent! VR Verified Reviewer Senior Accountant E-Learning Used the software for: 1-2 years ### "Good Application " January 3, 2023 5.0 Pros is used to communicate with live chat in real time and it is really excellent and very easy for customers and also it has built-in customer relationship management, powerful analytics package, in addition to motivation features they invite users to discover many advantages and the seller explains that users can join many large companies in providing World class customer service with LiveAgent. Review Source Response from QualityUnit January 5, 2023 Hello There! Thank you for your review! It's great to see that you are putting LiveAgent to good use. :) - LiveAgent Team SA Stanislav A. manager Automotive Used the software for: I used a free trial ### "Inexpensive way of making a better customer service" March 18, 2022 5.0 We always wanted to have ALL-IN-ONE solution for customer service. And we decided to go with the due to it's super easy front-end desk and offered price/functionality ratio. They have many functions we need on daily basis. During trial the support is very fast and gives thorough information both for technical and sales questions. Pros Great IVR system, software loads fast. Support is very helpful to set it up quickly. It's great that you can integrate social platforms into one system, which speeds up the process of customer communication. We use Facebook and Instragram, and it was harsh to always be in check with all the opened tabs and etc. Cons For tiny amount of time we used this software, we did not detect any big negative things yet. The only thing was that they could not mask Sip Trunking number for OutGoing calls. But maybe they will be able to provide some other solution to this technical problem. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent Main reason - it was cheaper. And support was quicker to answer our answers. So they set up Trial for us for free and are ready to help to integrate their system. Review Source David G. CEO Information Technology and Services Used the software for: 2+ years ### "Excellent value for money" September 21, 2023 5.0 Pros I have been using my subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system. Cons The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update. Reason for choosing LiveAgent I got a very good price and it was worth it. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) I searched the competing systems available on the market to see if I could find one that would better serve our needs. Review Source Response from QualityUnit September 27, 2023 Hi David, Thank you very much for your kind review. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard every day to further improve the system, including future plans for the UI, so stay tuned for upcoming updates! -LiveAgent team Nitin S. Senior Graphics Designer Information Technology and Services Used the software for: 6-12 months ### "Easy and helpful tool only for live chat services or live customer support" February 13, 2022 4.0 Even with lots of features bad support system might make this application little annoying. Overall is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class. Pros Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards . One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers. Cons should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying. Alternatives considered [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Reason for choosing LiveAgent Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably was much better than tawk.to. Review Source Response from QualityUnit February 18, 2022 Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on support@liveagent.com and we'll look into it. - LiveAgent Team Emma B. Senior Director Product Marketing Hospital & Health Care Used the software for: 1-2 years ### "Excellent Customer Service for the Price" August 11, 2023 5.0 It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one. Pros 's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard. Cons If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? delivers just as advertised by devoting maximum real estate to its features. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[TeamSupport Messaging & Live Chat](https://www.capterra.com/p/265058/TeamSupport-Messaging--Live-Chat/) Get if you need reliable online support software that your clients can use quickly and easily to get in touch with your business whenever they want. There are numerous options available (many of which are free), but we have explored comparable software before settling on LiveAgent. We plan to keep using it, and we have nothing but praise for it. Review Source Response from QualityUnit August 14, 2023 Hey there, It's great to hear that our customizability has been effective for your operations. It's our mission to provide a platform that can be tailored to suit unique business needs. On your point about our simple interface layout, we believe in function over flash to ensure a seamless user experience. We're glad that the transition to using LiveAgent has been beneficial in managing your message backlog. Also, isn't it amazing how variety in language options can open doors to diverse customer bases? Thanks for your kind words about our prompt technical support. We strive to keep this up! - LiveAgent Team Gary J. Human Resources Manager Information Technology and Services Used the software for: 2+ years ### "I think LiveAgent is fantastic software" August 18, 2023 5.0 Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring. Pros Thanks to , I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address. Cons If you use as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[TeamSupport Messaging & Live Chat](https://www.capterra.com/p/265058/TeamSupport-Messaging--Live-Chat/) 's ability to serve as a one-stop shop for my needs is a major plus. You may add a custom domain, have live chat, a knowledge base, and a social inbox, among many other customization choices. Review Source Response from QualityUnit August 23, 2023 Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :) You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention! Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service. Thank you for being an awesome part of our journey! - LiveAgent Team RS Robert S. Assistant Client Services Supervisor Information Technology and Services Used the software for: 1-2 years ### "Live-Agent is for you!" February 18, 2020 4.0 Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead. Pros I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system. Cons At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We found some of the features in Freshdesk limiting to our needs. What had us make the switch was the better control over the splitting and merging of tickets. Even though we have an open office layout and all of the team can talk to each other it is very helpful to have that control of long term tracking and tagging. The more we use Live Agent the more we come to rely on the robust features for organization and metric tracking. Review Source Response from QualityUnit March 4, 2020 Dear Robert, thank you very much for your honest and complex review! We are very happy to hear that LiveAgent is helping you in your day to day work and that you are using all the features -tags, custom filters, folders, etc. to help you find anything that you need! We understand that managing a business is not an easy thing and that is why we wanted LiveAgent to speed up things for you and your employees. Either when replying to a ticket, where you can use our features of "Canned messages" and/or "Predefined answers" and templates, or filters tags, etc. that help you look for any ticket you need and also not to forget the feature of "Recent tickets" where you can see all the previous tickets with a specific contact directly in the ticket without having to go back to the main inbox. Regarding the bloated email chains, I can pass this on to our developers. Feel free to shoot us an email at support@liveagent.com if you have any idea of how exactly you would like it to work! :) RM Robert M. Accountant Non-Profit Organization Management Used the software for: 2+ years ### "Customer care solution at the peak. LiveAgent is the surest help desk software." February 28, 2023 5.0 The overall experience that has given us has been very satisfying and worthy. It has delivered to us more than we could ask for when it comes to customer support. Its has proved to be a vital Help Desk tool for customer care and support services making it easy for us to connect to customers and solve their issues quickly. Pros I really like the customer support available in , The support team is always 24/7 hours available to assist you and answer any questions you have. It is a flexible and robust tool that allows you to integrate it with your communication products Facebook, Twitter, Mail, Instagram among many others making it convenient for your customers to reach out to you and for you to connect to them easily. The live chat function has excellent chat features which makes it very useful and always prove to be helpful as it makes it fast and easy for you to interact with your customers. It is easy to use for both you as the user and for your customers. It allows you to deliver personalized customer support services to your customers allowing you to reach out to all your customers at personal level depending on their specific needs. It gives you an option to include self-support function in your customer portal to by including knowledge-base articles for your customers. Cons I like all the features made available at . They all work incredibly and am all satisfied with each and every single of them . There is nothing that i like least about it. Review Source Response from QualityUnit March 9, 2023 Hello Robert! Thank you for your positive feedback about your experience with LiveAgent! We're thrilled to hear that our help desk tool has exceeded your expectations and made it easier for you to connect with customers. We're committed to have a great customer service product and we are glad that we've been able to deliver on that promise for you. - LiveAgent Team Piyush S. Developer Information Technology and Services Used the software for: I used a free trial ### "Live agent: a secure and reliable chat software for your Business." August 12, 2023 5.0 Apart from this minute requirements, I am very well satisfied with the live agent really solving my problem and helping me to connect better, worth having it . Pros Transcript/ chat history - it helps in recalling previous interaction with clients.Access/ control - It is highly secure and using this feature one can limit other users accessblity to only their concerned work. Cons Text editing - template feature can be added for saving time .File sharing - the limit for document sharing need to be increased for better communication. Review Source Response from QualityUnit August 16, 2023 Hi Piyush, Thank you very much for your review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with our chat functionality for your customer support. Our team works hard every day to further improve the system so keep an eye out for awesome future updates! -LiveAgent team ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.