# Page 11 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - 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 11 - Reviews of LiveAgent ## Showing most helpful reviews Showing 251-275 of 1780 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use LT Lee T. director Consumer Goods Used the software for: I used a free trial ### "LiveAgent product review" November 17, 2022 5.0 Overall I've found that has transformed our message management - it's made life easier and it's been a benefit to our customers. And we've only scratched the surface of what we can do with it. Additional elements can be implemented incrementally in order of priority. So far I've found this quick and easy to do - and customer support has been quick and helpful when required. Pros It's easy to get up and running - we've only just scratched the surface but it didn't take long to get going and we are improving it all the time. More importantly it's very easy to use once you get going. We went from stressed out and overwhelmed (with our previous system) to back in control within a couple of days. Cons The only thing I've found that I think is missing is that you can't see when someone has opened or read one of your emails. Review Source Response from QualityUnit November 24, 2022 Hello Lee! We're so happy to hear that our software has had such a positive impact on your message management! We're constantly striving to make our software as user-friendly and efficient as possible, so we're glad to know that we're succeeding in that goal. Thanks for the great review! :) - LiveAgent Team Faith O. Account Manager Food & Beverages Used the software for: 2+ years ### "Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software. " March 29, 2023 5.0 The experience from our end has been a reliable one. From implementation to usage, has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer. Pros dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time. Cons ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added. Review Source Response from QualityUnit March 31, 2023 Hello Faith! Thank you for your review of LiveAgent! It's awesome to see that our effort to make the platform reliable and easy to use is paying off :) Keep up the good work! - LiveAgent Team Sara B. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "Ticket and agent administration can be organized in a number of useful ways" July 27, 2023 4.0 The support desk, online chat, and tickets are all managed through it. We have had a fantastic experience thus far because of the streamlined workflow made possible by having everything we need in one convenient location. Pros In general, I enjoy its functionality, design, and usability. I appreciate that it's simple to use and has a great built-in chat capability; overall, it's great help desk software. It's a great piece of software. I appreciate it a lot. Cons We have only identified mistakes a handful of times up to this point. However, none of them have been very problematic for us. Compared to the Desktop Tool, the Mobile App is more complicated and has more expensive individual features. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[Intercom](https://www.capterra.com/p/134347/Intercom/) It's really useful; among its many benefits is that it streamlines interactions between users and clients. Messages can be sent across multiple channels, and support is responsive and helpful. Review Source Response from QualityUnit July 31, 2023 Hi Sara, Thank you very much for your feedback. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Our team works hard every day to further improve the system, including reworking its associated mobile apps, so stay tuned for great updates coming your way! -LiveAgent team FA Francisco A. technical director Security and Investigations Used the software for: 1-2 years ### "The software that has changed our relationship with customers" March 18, 2020 5.0 has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company Pros The positive points are many but the main ones are - Excellent technical attention (they attend quickly to any consultation) - Easy to manage - Supports multiple languages - Quite configurable - Complete options for technical support - We have managed to integrate some other services - Everything is customizable: emails, answers, FAQs, etc - The email response system is almost instantaneous and works perfectly Cons Some negative points or points that need improvement: - Some customization options are missing - The database of frequently asked questions needs to be improved - We've never managed to use live chat - When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there - The aesthetics of dashboarding are still a little old - A web widget is missing (not wordpress) - The configuration of the emails is not very intuitive Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent The prices are very expensive because to the base price you have to add a lot of complements that add up and add up, raising the price a lot. It seems to be a good platform but, besides, it has never answered several queries we made before paying (it seems that trial users are not served but we can't risk not being served either when we pay) Review Source Response from QualityUnit March 23, 2020 Hi Francisco, Thank you very much for your honest feedback. We are glad to hear LiveAgent has been able to make your day-to-day work life a little easier. That said, we are aware no software is ever truly perfect - our team works hard every single day to further enhance and improve the software to truly match every need on the market. Don't hesitate to send us an email at support@liveagent.com should you need any help at all and stay tuned for more updates! Sebastián B. CEO Leisure, Travel & Tourism Used the software for: 6-12 months ### "How did a Uruguayan start up decide to hire LiveAgent?" April 3, 2020 5.0 Pros Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers. As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted. Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want. In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc. When we found we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera Cons I pondered this answer for several minutes, thinking about what the cons might be in and I didn't find any worth mentioning. It doesn't usually happen to me. So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us. Review Source Response from QualityUnit April 6, 2020 Thank you very much for your complex and kind review, Sebastian! We appreciate it a lot and we are very thrilled to hear that you chose LiveAgent after doing your research! We make sure that LiveAgent is available and affordable to any kind and size of a business and we certainly do not want to tie down our clients, therefore the billing system works on a monthly basis, even the billing itself is very flexible as you can upgrade and downgrade the plan whenever in a month you need and you can also create and delete agents on the go. If you have a high season or a peak week in a month then there is no issue in having more agents only those certain days out of the month, we will always charge you only for your real usage :) I suppose that you already have everything set up but know that you can always reach out to us should you be thinking of implementing anything new! Our support team is there for you 24/7 :) Keep up the great work, Sebastian! :) Lydiah M. Financial Advisor Financial Services Used the software for: 2+ years ### "Mgala muue na haki yake umpe! I therefore give LiveAgent it's due" April 12, 2023 5.0 My experience with has been an outstanding one. Before knowing it existed, I was having constant troubles of keeping track of my clientele given that am an insurance sales person. But with LiveAgent the narrative is changed, I can keep record and group my clients depending on the products the want and also attend easily to them incase of queries on their policies for those already on bond therefore saving my time and energy and ensuring a flawless interaction between my business and customers Pros is a game changer for my team an I. It has recommendable features and capabilities which ensures the relationship between customers and the business remain a strong bond forever. Some of the features I have found quite breathtaking include; the ticketing system which ensures that all customers inquiries are attended to from a single interface. Multiple agents attending to one problem can be a thing given that all these customer inquiries stream from a single interface but LiveAgent this is curbed fully since it automatically detect in cases of any collision. Another thing is that it tracks and rate each interaction with the customer and gives some ratings which can be used to track how well our customers inquiries have been answered and needs met. Referring later Incase the workload of our customer assistants escalate is a thing that we really considered and with no doubt it is handles by audit logs in LiveAgent. Clients and customers will often want more information on products, necessitating the sending of more reading materials on the same and with this you can make use of attachment and copy and paste capabilities. Also it act more as a CRM tool where contacts of companies and customers are well generated ,stored and manages in LiveAgent. Also on the same contacts can be grouped according to their needs . All these functionalities qualifies LiveAgent as the CRM tool of the present and the future. Save your business and keep track of customers and their needs. Cons To be honest I have loved every inch of and have found nothing that is opposite of what I expected. Instead it always amaze and exceed my expectations. Review Source Response from QualityUnit April 13, 2023 Hi there! Thank you for sharing your fantastic experience with LiveAgent! We're over the moon knowing that our platform has been so beneficial for you and your team. If you ever need any help or have suggestions, don't hesitate to get in touch with us. Cheers to continuing success together! 🎉 - LiveAgent Team Christian P. Human Resources Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Our support communications are centralized with LiveAgent" July 28, 2023 4.0 The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel. Pros It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved. Cons The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication. Switched from [TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) With , all of an organization's agents can access and respond to a central support email inbox in addition to their own personal inboxes. It's also beneficial that the agent has a dashboard for monitoring answers and task performance. Review Source Response from QualityUnit July 31, 2023 Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team Shayla B. Human Resources Specialist Internet Used the software for: 2+ years ### "Great customer service and simple ticketing software" June 13, 2022 5.0 If you are thinking about using , one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it. Pros I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included. Cons Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) It has allowed us to segment our clients and better serve those who require assistance, and it has facilitated the creation of individualized support forms, which has facilitated the tracking and resolution of problems. Additionally, as a result of our increased productivity, we have been able to save both time and money. We are relieved that employs a new spam filter since it means that we will finally get emails from all of our customers. Review Source Response from QualityUnit June 20, 2022 Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better. For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support. - LiveAgent Team AI Alberto I. Operations Director Marketing and Advertising Used the software for: 2+ years ### "Mediocre lifecycle management" November 23, 2021 3.0 It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app. Pros It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit. Cons Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent price affordable and worthy features Review Source Response from QualityUnit November 30, 2021 Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience. Kavindu Githsara K. System Specialist E-Learning Used the software for: 1-2 years ### "Powerful Live Chat Tool for Reasonable Price" November 22, 2022 5.0 Overall, is a Great Deal. It really helps us with our day to day work. It brings a good positive user experience to our customers. LiveAgent will never disappoint our customers. This tool is extremally easy to use. Also it has lots of integration features available with other third party systems. Our agents are very happy to use this kind of tool without hesitation. Finally, i have to say, LiveAgent is a well Packed Perfect live chat and help desk system for a reasonable price. Pros is a great app that helps us to integrate with our Website to enable Live Chat option with our Website Visitors and Customers. Location Reporting is a very important feature in this tool. We can identify the users location. So we can avoid unnecessary disruptions and scams. Configuration part is really easy. straight-forward. We used LiveAgent to provide both Email and Chat support for our Visitors and Customers. Their customer service is very friendly. And Also, this tool is really easy to understand even for our new employees. I think Integration with multiple websites is the greatest feature of LiveAgent System. That helps us to reduce lots of time and cost. Cons There is nothing to complain but, Developers can improve its User Interface more. Review Source Response from QualityUnit November 29, 2022 Thank you so much for your review! :) We're so glad you appreciate the location reporting feature. It's an incredibly important tool for protecting our customers from scams and disruptions. We are constantly working to make LiveAgent even better and more secure, so thank you for your kind words! - LiveAgent Team Miguel D. Desarrollo de nuevos negocios Marketing and Advertising Used the software for: 2+ years ### "The most powerful customer support platform at the best price" October 13, 2022 5.0 works very well for us, there are many functions that we don't use since we don't really need them for our business but they are amazing. We can easily offer support and keep all the information for each client's case. Pros The live chat feature is easy to use and powerful. With the knowledge base, we can have the most important information accessible in one place. Ticket system. Client portal. Support is super quick. Cons The inside look of the platform is outdated and not intuitive. Review Source Response from QualityUnit October 20, 2022 Thank you for the kind words, Miguel! We're happy to hear that LiveAgent is working well for you :) We understand that the platform's interface may not be to everyone's taste, but we're constantly working to make it more user-friendly. Thank you again for your input! - LiveAgent Team MB Maximiliano B. Sales and customer service Retail Used the software for: 1-2 years ### "Efficient Customer Support with LiveAgent" March 18, 2023 4.0 I've been able to solve a variety of customer service-related problems with the platform. For example, has allowed me to efficiently manage and organize incoming customer inquiries from a variety of channels, such as email, phone, social media, and chat. This has helped me respond to customer inquiries more quickly and effectively, which has improved customer satisfaction.In addition, LiveAgent's ticketing system has allowed me to easily track and manage customer inquiries, ensuring that no inquiries fall through the cracks and that all customers receive timely and effective support. The platform also offers a variety of useful features, such as customizable chat widgets, canned responses, and real-time visitor monitoring, which have helped me streamline my customer support processes and provide a more personalized and effective support experience.Overall, I've found that using LiveAgent has allowed me to improve my customer support processes, reduce response times, and ultimately improve customer satisfaction. Pros I would say that what I like most about it is the ability to provide immediate assistance to customers. The chat feature allows us to quickly respond to customer inquiries and resolve issues in real-time, which has resulted in a high level of customer satisfaction.I also appreciate the chat routing feature, which ensures that customer inquiries are directed to the right department or agent. This helps to streamline our support process and ensure that customers receive the assistance they need as quickly as possible.In addition, the chat feature allows us to easily integrate pre-written responses and templates, which helps to save time and ensures consistency in our support messaging. The chat transcripts and analytics also provide valuable insights into our customer interactions, allowing us to continuously improve our support processes and provide an even better customer experience. Cons I must say that what I least liked about the platform is that I have occasionally experienced connection or stability issues while using it. Although this doesn't happen frequently, it can be frustrating when it does, especially if we're trying to provide real-time support to a customer.I have also found that some of the advanced features can be a bit difficult to understand and configure. Although the platform is generally quite intuitive and easy to use, it can take time and effort to learn how to use some of the more advanced functions.However, overall, these issues are relatively minor and haven't significantly impacted my overall experience with . The platform is still very effective and efficient for providing customer support and has allowed me to improve customer satisfaction and response times. Review Source Response from QualityUnit March 22, 2023 Hello Maximiliano! Thanks for sharing your thoughts on LiveAgent! It's great to know that our chat features and routing have been helpful for you in delivering quick and efficient support to your customers. We always aim to make a positive impact on your customer service experience. We are sorry to hear about connection or stability issues you've encountered. Sometimes, these issues can be caused by internet connection problems. However, if they persist, please don't hesitate to contact our support team. We're constantly working on enhancing our platform's performance to ensure a smooth experience for our users. Thanks again for your review, and we're glad to have you as part of the LiveAgent family. We'll continue to do our best to help you provide top-notch customer service. - LiveAgent Team DB Davide B. It manager Chemicals Used the software for: 6-12 months ### "Una buona soluzione per help desk" January 24, 2023 5.0 Mi ritengo soddisfatto di e l'ho utilizzato su diversi cms senza alcuna difficoltà nell'integrazione. Una volta configurato al meglio, se il cliente ha le idee chiare, non c'è bisogno di alcuna manutenzione o intervento e rende decisamente meglio di altri software di help desk diretti e meno configurabili. Pros è di facile integrazione con un semplice plugin, compatibile con quasi tutti i cms più comuni senza alcuna modifica. È possibile usarla sia come chat live, ovvero primo supporto al cliente che entra nel sito, sia come sistema di ticket. È facilmente gestibile e strutturabile, quindi si adatta facilmente ad ogni necessità di primo supporto al cliente. Cons Il prezzo è un po alto, è totalmente configurabile il che può essere considerato sia un vantaggio che uno svantaggio poichè per un utente senza alcuna conoscenza c'è rischio di errore. Alternatives considered [3CX](https://www.capterra.com/p/158704/3CX/) Reason for choosing LiveAgent offre più funzionalità ed è possibile incanalare meglio sia le chat che i ticket, il che ti da un grande vantaggio nella velocità di risposta. Switched from [3CX](https://www.capterra.com/p/158704/3CX/) ho trovato più adatto alle necessità del cliente che ha commissionato al sito per la gestione delle chat e dei ticket sviluppata su più comparti. Review Source Response from QualityUnit January 30, 2023 Hello Davide, Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :) - LiveAgent Team Sarah H. System Administrator Information Technology and Services Used the software for: 2+ years ### "LiveAgent is professional for agent and customer" June 19, 2022 4.0 It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded. Pros Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold. Cons It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) is a highly polished platform that impresses both agents and customers with its variety of useful features and sleek design options. The ticketing system is a fantastic tool for data mining and the accumulation of offline communications and leads. Review Source Response from QualityUnit June 24, 2022 Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at support@liveagent.com at any time! :) Orlando Q. Tec Informático Internet Used the software for: 2+ years ### "Agente en Vivo" November 19, 2022 5.0 En general ha sido buena, esperemos que en próximas actualizaciones siga mejorando este producto. Pros Una de mis funciones favoritas es el informe de ubicación (que muestra en qué parte del mundo se encuentra el usuario), así como la capacidad de enviar una invitación de chat al usuario mientras navega por su sitio web Cons Creo que el único inconveniente que he encontrado es el requisito de iniciar sesión en su cuenta con frecuencia para mantener la cuenta activa. No me gusta tener que configurar un recordatorio para iniciar sesión por temor a que mi cuenta se desactive. Review Source Response from QualityUnit November 25, 2022 Hi Orlando, Thank you for your feedback. We are glad to see that you have been satisfied with the benefits LiveAgent brings to chatting with your clients. Our team works hard every day to further improve the system so stay tuned for more awesome updates coming your way! Linda M. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "A well-organized and straightforward ticketing system" July 27, 2023 4.0 The email template feature has been very helpful, as it has allowed us to present our brand in a new light to our customers, communicate with them in a way that is both clear and thorough, and ensure that the information we provide can be easily absorbed by them. Pros provides excellent customer service options, the foundation of which is instant messaging that allows for seamless data exchange in real time. Our team's internal communication has also increased, allowing us to better track and analyze our work, as well as appropriately organize our work and make all of our daily duties much more collaborative. Cons To be completely transparent, we have experienced issues with our internet connection, which has hindered the flexibility of our work system because, without a stable internet connection, our real-time messaging system would be rendered useless. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) has improved our relationships with clients. We've been able to grow as professionals and give our communication system a facelift thanks to the platform's myriad features. Review Source Response from QualityUnit August 1, 2023 Hey Linda, Appreciating your feedback and your highlighting of the real-time messaging feature. It's great to know it's helped your team collaborative efforts and improved client relationships. Agree, the dependency on a stable internet connection is fundamental for top performance and we hope your connection issues no longer disrupts the service. Lovely to learn that our emailing templates are making a notable impact as well. Thanks again for sharing! - LiveAgent Team Mitesh C. Group Financial Controller Real Estate Used the software for: 2+ years ### "With LiveAgent customer care functions, customer satisfaction is always assured. " March 3, 2023 5.0 has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels. Pros allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have. Cons There is nothing i like least. It has been easy to use from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness. Review Source Response from QualityUnit March 7, 2023 Hello Mitesh, Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :) - LiveAgent Team Julie E. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "My help desk has a record of every time I asked for help" July 27, 2023 4.0 Their method is straightforward and easy to use, which is why I appreciate it. Because of its adaptability and usefulness for real-time communication. It's easy to use and runs smoothly in the background, and I appreciate the reporting options and high efficiency it provides. Pros Everything about it is great because it has features that are both useful and simple to operate. It has a lot of useful features, and I enjoy using the intuitive UI. I really appreciated the accessibility of the contact form editing and the live chat widgets. Cons I could make up a story about something I enjoy if I really wanted to, but right now things are going swimmingly in the correct direction. We anticipate zero issues after the solution has been implemented and properly configured. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) With all of 's features and customization choices for the live agent, we've had a great deal of success in solving our help desk problems. Review Source Response from QualityUnit August 1, 2023 Hello Julie! Appreciate your detailed review! Your emphasis on our intuitive UI and useful features is quite precise. Thrilled to know you've found our contact form editing and live chat widgets hassle-free. Thank you once again for appreciating the straightforwardness and high efficiency of our system. Your support means a lot to us and we promise to continue delivering a system that runs smoothly in the background. - LiveAgent Team Roberlandy V. CFO Leisure, Travel & Tourism Used the software for: 6-12 months ### "Easy tool to keep track of information" April 2, 2020 5.0 We have greatly improved cross-communication between teams. We avoid conversations, calls and emails centralizing everything on the ticket to work. This increases team morale by increasing efficiency and positively impacts the satisfaction of our customers. Pros In the travel and tourism industry there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way. We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks. In this time where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools. And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market. Cons Honestly, with the ability to personalize the software, if there is something I do not like, it is because we have not configured it well. We have always been able to consult the support team about application ideas and have received answers and options according to our needs. Review Source Response from QualityUnit April 3, 2020 Thank you so much for your kind and complex feedback, Roberlandy! :) We appreciate it a lot and we are super thrilled to hear that LiveAgent is helping you to manage your work in an easier and more efficient way and that it is also helping you with the cross-communication between your teams! LiveAgent was developed in a way that any kind and size of business would be able to configure it according to their needs, Just know that you can always reach out to us, should you need any help or answers to your questions! :) Our support team is always here for you :) Jesper J. CEO Internet Used the software for: 1-2 years ### "Incredible value for money" December 22, 2022 5.0 Amazing onboarding and buying experience. We almost haven't needed support since, as everything works and the UI is easy to use. Pros Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider. Cons Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation. Alternatives considered [Kundo](https://www.capterra.com/p/160987/Kundo/)[Dixa](https://www.capterra.com/p/159488/Dixa/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent Price was 5x lower for same/ comparable product Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high. Review Source Response from QualityUnit January 5, 2023 Hello Jasper! Thank you for the awesome review! It's great to hear that you had a smooth onboarding experience with LiveAgent and that you've been able to use the platform without much need for support. We'll definitely take your feedback into consideration as we look to improve the platform. If you have any further feedback or need any assistance, don't hesitate to reach out to us. Thank you again for the review! - LiveAgent Team EM Edwin M. Head of Contact Center Operations Financial Services Used the software for: 2+ years ### "LiveAgent Daily User" August 10, 2023 5.0 Send chat invites, record calls and support customer via live chats. Pros Being able to communicate with our customers and prospects online help save time and improve productivity. help log, monitor and record record calls. Cons I can’t complain since our in-house tech team and vendor success team help eradicate issues as soon as they arise. Review Source Response from QualityUnit August 18, 2023 Hi Edwin, Thank you very much for your kind review. We are glad to hear that you have been satisfied with LiveAgent and that it has been beneficial in your everyday customer care. Our team is here for you 24/7 in case of any questions or issues! -LiveAgent team VR Verified Reviewer supervisor Construction Used the software for: I used a free trial ### "Mensajeria instantanea" December 1, 2022 4.0 Pros Tiene muchos puntos favoritos lo genial es el soporte de 24, tiene muchas herramientas que hace facilitarte el trabajo y mejora la calidad de la empresas, el historial , los chat en vivo, el monitorio de las llamadas, es efectivo y tiene una interfaz agradable. Cons No tiene muchos contras, solo que un poco de capacitación para realizar el software, apesar de que se utilizo gratis, hay ciertas herramientas que son pagada, pero como todo si quiere mejor calidad , hay que pagar. Review Source Response from QualityUnit December 5, 2022 Hello There! :) Thank you for your kind words about LiveAgent! We are delighted to hear that you appreciate the 24-hour support and LiveAgent's tools to make your work easier. We strive to make sure that our product not only offers great features, but also a pleasant interface for our users. We appreciate your feedback and we look forward to continuing to provide you with a great experience :) - LiveAgent Team JA John A. VP of Logistics and Distribution Computer Hardware Used the software for: 1-2 years ### "IT Ticketing System: LiveAgent" August 22, 2023 5.0 It allocates live chat features that enables us to accomplish our customer support rapidly. Pros I like how offers customer care solutions all-in-one place that help resolve issues rapidly. Cons When using , I barely land into errors. Availability of live support help eradicate issues as soon as they arise. Review Source Response from QualityUnit August 24, 2023 Hello John, It's great to hear you're making the most of our all-in-one customer care solution. Spotting nearly no glitches is some luck, isn't it? Or maybe… it's just how we designed LiveAgent ;) But rest assured, we've got live support ready to swoop in for those rare encounters. Thanks for your time & kind words, John. - LiveAgent Team CO Christopher O. Account Manager Information Technology and Services Used the software for: 1-2 years ### "The support from LiveAgent is absolutely great. Live chat+ help desk solution." August 14, 2023 5.0 My overall experience is great. I like the ability to configure the system to use in multiple departments. Pros is used in our customers support department and we also use it to communicate with our customers making helpful and fast support. This tool is very user-friendly and easy to use by anyone in my team. I like this solution because it's fast to address problems of making the connection between customers who have issues and it's easy to direct them to available agents to help them. Great support. Cons I think the reporting features should be enhanced to allow more detailed and less generic reports. Review Source Response from QualityUnit August 18, 2023 Hello Christopher, It's always refreshing to hear positive feedback from our users. We agree, the ability to swiftly connect customers to available team members is one of LiveAgent's extensive benefits. The aim is to make customer support a breeze for our users, and it's wonderful that our vision aligns with your experience. Your suggestion on enhancing the reporting feature is duly noted. We continuously strive for improvement and will take this suggestion to heart. Pleased to hear your overall experience is great and that LiveAgent's configurability has been beneficial for multiple departments in your organization. Thanks for your feedback and for choosing LiveAgent! - LiveAgent Team Danielle S. Senior Director Marketing Business Development Sporting Goods Used the software for: 1-2 years ### "World's leading customer service team" August 10, 2023 5.0 It was definitely worth the time and effort required to adjust to the new method. We were able to reduce a massive message backlog thanks to the system's design and features. Pros I found it particularly useful that I could make notes and combine entries. In addition, the solution integrated seamlessly with our internal administration platform, allowing us instantaneous access to any client's bookings or profiles. As an added bonus, you may check to see whether anybody else has opened the ticket you're now working on. Cons The option to recall an e-mail immediately after sending it was the feature I most missed while switching from Gmail. Could have avoided some embarrassment if only... Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We have successfully consolidated the focus of all our business and leisure tourists.Our sales process is well-organized and data is not lost at any point. No more communications between departments; everything is now handled in one centralized "ticket."As a travel agency, this is fantastic! Review Source Response from QualityUnit August 18, 2023 Hi Danielle, Thank you very much for your review. We are glad to hear that you have been satisfied with LiveAgent and that it has been beneficial to your everyday customer care. We will be glad to add your name to the list of people who would like to see the email revert feature so our developers can take a look at it. Have a wonderful day! -LiveAgent team ## 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. 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