# Page 9 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - Is LiveAgent the right Call Center solution for you? Explore 1781 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 (1781) 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 9 - Reviews of LiveAgent ## Showing most helpful reviews Showing 201-225 of 1781 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JA Joey A. Manager Cosmetics Used the software for: Less than 6 months ### "Great product for many reasons." July 4, 2024 5.0 A powerful customer support platform with a plethora of features that cater to the diverse needs of businesses. Its multichannel support, efficient ticket management, customization options, and robust reporting make it a compelling choice for companies seeking a comprehensive support solution. Pros Allows businesses to manage customer inquiries from various channels such as email, live chat, phone, and social media in one unified platform. This makes it convenient for us! Cons For small businesses like mine with limited budgets, the higher cost of 's subscription plans may be a drawback. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/) Reason for choosing LiveAgent happyfox was also tried out to use for our comapny. Review Source Response from QualityUnit July 10, 2024 Hi Joey, thanks for your review. It's great to hear that you find LiveAgent's multichannel support convenient. We understand concerns about costs for small businesses. We aim to provide value and are happy to discuss your needs to find the best plan for you. Feel free to reach out anytime. - The LiveAgent Team AC Aarti C. Product Manager Events Services Used the software for: 6-12 months ### "LiveAgent Review- Best IT Product" July 17, 2024 3.0 Overall we and our team is satisfied using , we recommend users to try and use it. Pros is very good product to use in our company, we are able to manage remotely IT support and technical tickets Cons We are very satisfied with support and services. And we do not have anything to dislike about these products. Review Source Response from QualityUnit July 26, 2024 Hi Aarti, Thanks a bunch for your feedback! It's great to know you're happy with our support and services. If you ever need a hand or have any suggestions, just let us know. - The LiveAgent Team LL Lucky L. Sales Agent Import and Export Used the software for: Less than 6 months ### "Fairly Easy to Set Up and Use" August 7, 2024 4.0 Pros It's fairly easy to use. I'm not that computer savvy and figured things out rather quickly. Cons The support/technical team for is overseas. We had trouble connecting to their customer support at times. Review Source Response from QualityUnit August 9, 2024 Hi Lucky, thanks for sharing your experience! It's great to hear that you found LiveAgent easy to use despite not being very computer savvy. We're sorry to hear about your trouble connecting with our support team as we are usually available 24/7 for all timezones. - The LiveAgent Team BZ Brandon Z. Founder Real Estate Used the software for: I used a free trial ### "Great Product - a Little Hard to Setup Integration" July 10, 2024 4.0 I would say a good 4 out of 5 stars. There's always room for improvement, but for the price the value is phenomenal. Pros It's a super robust tool with a lot more tools than I would ever be able to use in a small business, however, it's still beneficial, even for a small operation like mine. Cons For someone without an IT background, it was tougher to set up than I would've preferred with the twilio integration. There were plenty of knowledge base articles that, when lined up, eventually got me to where I was going to get it all set up, but it was almost worth hiring someone on upwork to set it up for me. Review Source Response from QualityUnit July 23, 2024 Hi Brandon, Thanks for your feedback! We appreciate your insights about LiveAgent. We understand integration can be challenging, especially without an IT background. Our support team is available 24/7 if you need assistance. We’re here to help make the setup smoother for you. The LiveAgent Team EL Efrat L. Co-owner and CTO Computer Software Used the software for: Less than 6 months ### "High Quality and Reliability" July 2, 2024 5.0 Pros High quality and reliability of the system; this is very important for my needs Cons It took time to setup, I was looking for more guidelines Review Source Response from QualityUnit July 10, 2024 Hey Efrat! Thank you for your feedback :) - The LiveAgent Team SP Sai P. Sales And Marketing Specialist Information Technology and Services Used the software for: 1-2 years ### "Full-featured, All-in-one and powerful live-chat support platform." August 12, 2023 5.0 My user experience is definitely great. I really like how this tool handles multiple business communication, including email, live chat, and social media on one single place. This allows us to provide excellent customer support service. Pros has been one of the most crucial and powerful tools we've been been using to boost our customers relationship and our ROI oflate. I really love how this tool is very user-friendly and easy-to-use generally for any one with or without any tech-savvy experience. The support is one of the most standout and highly effective thing with LiveAgent because they're very user-friendly and responsive 24/7. Using LiveAgent we've been able to increase our productivity and relationship with our customers and hence we've been able to meet most of their needs on time through the help of our support team.Through real-time live chat we've been able to attend to our customers queries on time and resolve a lot of problems on time rather than opening tickets which would take time. For this tool is a game changer and improve productivity of the service agents has been also added advantage. Cons The only thing I should should consider is adding more integration options. Nevertheless everything else is great and moving on well. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) has all the features I wanted and it's cost effective compared to Freshdesk. Review Source Response from QualityUnit August 15, 2023 Hey Sai, Thanks for your thorough review. It's great you find LiveAgent crucial in boosting customer relationships and ROI. Our aim remains to be user-friendly and provide responsive, round-the-clock support. We're all about productivity enhancements and real-time problem resolutions to keep those customer relationships strong! Your note about more integration options is heard and appreciated. Switching to us from Freshdesk because of our cost-effectiveness and features truly validates our work. Making sure you have a great user experience while handling multiple business communications in one place is what we strive for. Many thanks once again, - LiveAgent Team Daniel C. Principal, Commercial Growth Operations Leader Human Resources Used the software for: 1-2 years ### "LiveAgent allows the user to submit report requests" August 12, 2023 4.0 I use on several jobs that are managed. We work with people within each of these companies. LiveAgent gives us access to all of the emails while designating how people have access to them, depending on the company we work for. LiveAgent is perfect for anyone who has multiple people and needs support tickets to move between different departments and individuals. The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency. Pros Support features make it possible for users to submit enhancement requests and choose the ones that matter most to them. In addition, it gives us the opportunity to have a discussion with the user as we implement and review a feature. The conversation can be publicly accessible by searching our knowledge bank. The conversation service works well and generates many excellent compliments from our users at the end of the conversation. Of the ninety-eight percent of those who chat with us, management will know how our customer service is doing. Cons The mobile version has some flaws, but when it is up and running, at least it allows you to read and respond to emails. Examples of errors include not being able to move the ticket to another sector. Also, the feasibility of incorporating an administrator log in would be helpful in the mobile version. A couple of times, when solving a ticket, the website will not show the entire list of remaining posts. In spite of the fact that, when moving, tickets come up, so it's not a big difficulty, however I would like to observe if it is sanitized. Review Source Response from QualityUnit August 15, 2023 Hey there! Sounds like you've been making great use of the support features. We agree, engaging discussions while implementing and reviewing features can be super beneficial. We've noted your feedback about the mobile version. We're continuously working on tweaks and improvements to make it more seamless. It's always a good sign when our tool is making ticket management between different departments and individuals easier. That's the kind of efficiency we aim for. Thanks for your valuable insights. - LiveAgent Team Stely W. Director of Marketing And Development Retail Used the software for: 1-2 years ### "Excellent value for the money" August 8, 2023 5.0 Keeping track of time and generating reports is the biggest perk. In the past, we were flying blind, but now it only takes a few minutes to identify which divisions are overburdened and straining. Live chat has helped us speed up our responses to consumers. Pros We find the 's ticketing system and knowledge base to be particularly useful due to the high volume of inquiries we receive. Our team members share tickets fairly, and they may communicate with one another to offer quick support. Self-service options are now available, allowing us to give support around the clock. Cons The Only little issue I've had with is the way it indents replies to emails by using a >. This is something I can live with, and the benefits certainly exceed the drawbacks. 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/) is a flexible help desk software that supports different languages and brands. LiveAgent allows our organization to engage with consumers in many brands and languages, while also keeping everything organized for all of our customer service team members. Few help desk software programs are capable of this. Compared to our previous help desk software, Zendesk, LiveAgent is far more cost-effective, and it includes many functionality that were previously only available as part of more expensive premium upgrades. Review Source Response from QualityUnit August 11, 2023 Hey Stely, We appreciate your feedback. It's great to hear how much our ticketing system has positively impacted your workflow, especially with your high volume of inquiries. It's all about helping your team communicate efficiently and providing quick support. Happy to know our self-service options are providing round-the-clock assistance to your business. Thanks for recommending us! -LiveAgent Team Scott W. Senior Director of Marketing Computer Software Used the software for: 1-2 years ### "You'll be happy with LiveAgent, so make the transition right now!" July 26, 2023 5.0 's capacity to provide real-time customer assistance interaction and the ability to handle difficulties in real time is something I much appreciate. I particularly enjoy how simple it is to connect with popular social networking sites in order to centralize all conversations with clients. Pros has one of the greatest customer care teams out there, making it a top-tier customer service solution. Everything is straightforward and can be learned quickly. The process of putting it into action required zero wasted time. I appreciate the safeguards that keep our clients' information safe. In addition, I like the built-in live chat tools that guarantee first-rate, real-time customer service and make it simple to connect with and understand our clientele. All things considered, it's an excellent customer care product that any business serious about providing top-notch support to its clientele should definitely invest in. Cons The help desk is there to quickly and simply fix any minor issues that may arise. As far as I can see, I don't have any problems at all. Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) We want to test other functions and it has been Excellent Review Source Response from QualityUnit July 28, 2023 Hi Scott, Thank you very much for your kind review. We are pleased that you have been satisfied with LiveAgent and the benefits it brings to your everyday work-life, as well as the support provided by our team. Keep up the amazing work! -LiveAgent team Matthew B. Director Of Marketing And Advertising Internet Used the software for: 6-12 months ### "I really recommend LiveAgent." July 24, 2023 5.0 We've learned a lot about how to cultivate consistent support through our efforts to increase external communication across departments. Using , we can respond more quickly to consumer questions and deliver greater chat service at all hours of the day. Using chat, email, and push notifications, LiveAgent allows businesses and their consumers to communicate in real time. As a result, organizations may see an uptick in income, customer satisfaction, and the quality of their client connections. I was able to provide superior service to my clientele, despite having just limited access to group chat, because of this tool. It has been quite beneficial to me. Pros With , I can manage all of my live chat assistance for clients from a single, centralized location. Restoring two-way communication with each consumer has been essential. The help desk staff is noted for their expertise in fine-tuning the software's many configurations. With LiveAgent, customers may have an instant conversation with a support representative to receive answers to their questions and issues resolved. Timely and relevant replies from LiveAgent have the potential to increase customer satisfaction and improve the quality of the service received as a whole. When consumers are happy, they are more inclined to come back and tell others about their experience. Cons While a dedicated account manager would be ideal, we have found that using the website's chat function to resolve issues is quick and painless. Review Source Response from QualityUnit July 26, 2023 Hello Matthew, we appreciate your insightful review. It's nice to see how you value our centralized live chat assistance. The ability to provide instant responses and build strong relationships with your clients is at the core of LiveAgent. We're also very pleased that LiveAgent has shaped your approach to support, boosting overall client satisfaction and connection. These are earnest results we strive for! Thanks again for choosing LiveAgent. Keep rocking that customer satisfaction! - LiveAgent Team RS Ron S. co-owner Professional Training & Coaching Used the software for: Less than 6 months ### "Easy to start with liveagent" June 18, 2024 4.0 Nice to work with. Will discover more features soon Pros It was easy to start with. Good overview of conversations Cons Nothing yet. Switched from [Trengo](https://www.capterra.com/p/177967/Trengo/) Trengo got very expensive. 5x the starting price!! Review Source Response from QualityUnit July 3, 2024 Hey Ron! Thank you for the review :) - The LiveAgent Team Jana F. Senior Director Of Marketing Computer Software Used the software for: 1-2 years ### "Elevated Quality of Service for Customers" August 2, 2023 5.0 I think firms medium and large in size would benefit from using because of how intuitive it is. Pros is an indispensable tool for me to maintain tight relationships with my customers and my team. It's the finest platform for handling customer support requests since it's reasonably priced, has a straightforward user interface, and includes all the necessary tools.My interactions with clients have been simpler and more efficient as a result. aids our support staff in serving our clients more quickly and effectively. Cons My team is functioning smoothly. Everything looks okay up until this point. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) The entire company is now using . We take and respond to calls, as well as chats and emails. You just have to deal with one user or point-of-contact to access everything you need. E-mail addresses can be added in any quantity you choose. There is no limit to the number of teams or individuals that can join. Review Source Response from QualityUnit August 4, 2023 Hello Jana :) Appreciating your warm feedback, especially about how we've been instrumental in streamlining your interactions with your customers. Customer relationships are indeed crucial, and it's great to see LiveAgent adding value in that area. Glad to read that your team's operation is running without a hitch in our platform. Just to let you know, we are persistently working on enhancing our features to accommodate the growing needs of large-scale businesses like yours in the computer software industry. We can handle all those emails and teams you mentioned, we've got you covered! Once again thanks for choosing LiveAgent. - LiveAgent Team SF Steve F. Lead Software Engineer Information Technology and Services Used the software for: 2+ years ### "I was able to improve my customer service because of LiveAgent" July 25, 2023 5.0 It has been tremendously gratifying to establish support mechanisms like ticketing systems and help desks, which have allowed us to provide superior customer service and earn the trust of our clientele. The program is highly effective and easy to use, making it ideal for those seeking expert guidance and extensive exposure. is a robust platform that can boost customer satisfaction, cut expenses, increase efficiency, and increase transparency for businesses of any size. Pros It improves support via help desks and real-time communication. It has helped pinpoint consumer concerns and organize the tickets they submit. I appreciate how user-friendly and enjoyable it is for my clientele. Tracking tickets, reporting, automation, and analytics are just some of the functions it provides. It streamlines developing and mandating a procedure that consistently produces satisfied clients—having a centralized hub to field customer questions across several channels allows us to provide superior service. Cons The price is a little steep, but I might change my mind if it had additional bells and whistles. Review Source Response from QualityUnit July 26, 2023 Hi Steve, Thank you very much for your feedback. We are glad to hear that you have been satisfied with LiveAgent and the benefits it brings to your work-life and customer care. Remember, our team is here for you 24/7 in case of any questions or issues! -LiveAgent team AH Amanuel H. Senior Graphic Designer Information Technology and Services Used the software for: 1-2 years ### " LiveAgent has greatly reduced support and ticketing time hence saving time and cost." August 2, 2023 5.0 My user experience has been very phenomenal especially how the customer efficient and proactive towards our customers. This tool has greatly reduced support and ticketing time. Pros has been absolutely a game changing support platform that is very user-friendly and easy to use generally for all our staff in my organisation. This tool has been able to provide the best support services to all our clients hence making this tool great customer options, with real-time chat features that enables us to communicate and resolve issues for our customers easily and efficiently while saving a lot of hours.I have used lots of support system but LiveAgent is far beyond magical and very user-friendly and cost effective. I like that I am able to send chat invites to users while on my website. I like the UI which is great and intuitive simplifies the onboarding process for the new users.Support team is magnificent and beyond magical experience. They're very user-friendly and responsive 24/7. They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers. Cons For my small organisation sometimes when working under tight budget it's a bit disastrous because the price of is not that pocket friendly. Nevertheless this tool is great and has been so productive. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Zoho Desk was more expensive and lacked some robust features easy to use. But has is full-featured and easy to use and costs effective. Review Source Response from QualityUnit August 3, 2023 Hello Amanuel, 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 LG Loizos G. Assistant Risk Manager Sports Used the software for: I used a free trial ### "Efficient and Robust Customer Support Solution" June 27, 2024 4.0 was reliable and efficient, enhancing our customer support with its robust features and integrations. Pros I loved 's seamless integration. Cons The interface felt a bit cluttered at times. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I didnt yet but i want to check out this product more and decide Review Source Response from QualityUnit July 3, 2024 Hey Loizos, thanks for your feedback! We're glad to hear you found LiveAgent reliable and efficient. We understand that the interface could feel cluttered at times. Your input is valuable, and we're always working to improve. If you need more help or have questions as you explore our features, feel free to reach out. - The LiveAgent Team AT Amanda T. Director Marketing and Advertising Used the software for: 6-12 months ### "Logiciel de base de connaissance pour débuter et peu couteux" November 8, 2023 4.0 Globalement je dirais que j'ai bien aimé , toutefois après avoir fait plusieurs recherches je me suis rendu compte que la version payante de cet outil offre moins que d'autres similaires outil de base de connaissances. Plusieurs aspects très importants de l'outil m'inquiète comme le fait que je ne pouvais pas avoir de backup de mes articles. Je devais enregistrer un à un mes articles dans word pour garder des traces de ceux-ci. Également pour avoir une base de connaissance bilingue c'est très compliqué. Certains outils font la traduction eux-mêmes sans que tu aies à en créer 2 fois. Donc pour un outil gratuit ça peut faire la job, mais dès que tu as les moyens de payer pour un outil plus développer, je songerais à regarder les différentes options plutôt que d'opter simplement pour la version payante de LiveAgent. Pros nous permet de faire tout ce dont nous avons besoin pour notre très petite entreprise. Nous voulions mettre en ligne des articles pour le fonctionnement de nos services, la facturation, etc. L'application nous permet de le faire. Il y a aussi l'outil de recherche très intéressante. Ça permet également de créer une très belle page d'accueil et d'avoir quelque chose de très professionnel et tout cela gratuitement. Cons Il y a quelques points négatifs que j'aimerais souligner que j'ai remarqué en utilisant l'outil. J'ai communiqué avec le support à la clientèle et il n'est pas possible d'avoir un backup de nos articles. Donc si le système plante ou bien si tu supprimes accidentellement des articles sans le vouloir, et bien ce n'est pas possible de les récupérer. Je dis cela, car ça m'est arrivé. Je voulais supprimer un article seulement et je me suis pas aperçues que finalement je supprimais le dossier au complet, sans aucun message d'avertissement. Ceci serait à améliorer puisque c'est le cœur de la raison du pourquoi on utilise , c'est pour l'outil de base de connaissances. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing LiveAgent La raison pourquoi nous avons opté pour c'est à cause de la version gratuite. Notre petite startup ne pouvait pas se permettre à ce moment d'acheter un outil. Review Source Response from QualityUnit November 22, 2023 Hello Amanda, Thank you for sharing your experience with LiveAgent. We're glad to hear that our knowledge base features are serving your business well and that you're finding value in the application. However, we regret the inconvenience you faced with the backup of your articles. We acknowledge this is a critical issue and we're continuously working on improving our systems. We'd love to assist you further in strengthening your data security, so please feel free to reach out to us for potential solutions. - LiveAgent Team Kuldeep G. Sales and marketing Automotive Used the software for: I used a free trial ### "Live agent- a great way to improve customer service." August 3, 2023 5.0 Overall, I think is a great platform for businesses for customer service and It is easy to use, feature-rich, and scalable. I would definitely recommend it to other businesses. Pros The ticketing system is of great resource, live chat feature is also very useful in increasing sales. Cons The mobile app could be more user-friendly. The app is a bit clunky and difficult to navigate. Review Source Response from QualityUnit August 4, 2023 Hello Kuldeep, thank you very much for your kind review. We are excited to hear that you are satisfied with our software and that you would recommend it to others. Feel free to contact us in case of any questions :) LS Liam S. Software Engineer Information Technology and Services Used the software for: 2+ years ### "LiveAgent enhances customer service in any context" July 6, 2023 5.0 We are making a concerted effort to engage external communication across various divisions; this has provided invaluable training for fostering constant support. With the support of , we are able to provide superior chat service around the clock and provide quicker responses to customers' inquiries. LiveAgent is a platform for two-way contact between businesses and their customers via chat, email, and push alerts. This has the potential to improve customer service, strengthen relationships with customers, and boost revenue for businesses. It's helped me deliver excellent support to customers despite having only basic group messaging capabilities. Using it has helped me immensely. Pros allows me to provide my customers with instant, personalized support via chat, all from one streamlined platform. Restoring active conversation in each and every encounter with customers has been crucial. The software's support team is well-known for their ability to optimize any setting. With LiveAgent, clients can instantly connect with a support agent to ask inquiries, sort out problems, and get answers. LiveAgent's ability to provide timely and pertinent responses has the potential to boost customer happiness and enrich the entire service experience. More satisfied customers are more likely to return and spread the good word. Cons The excessive prices have caused a financial strain on several organizations, which is something I strongly dislike. Review Source Response from QualityUnit July 10, 2023 Hey there, Liam! Thanks for sharing your thoughts. Glad to hear our platform is shaping your customer relationships in a positive way. As for our pricing. We've rolled out annual plans lately which cater to all types of businesses with flexible pricing tiers. This should ease any financial stress. Also, big thanks for your 10/10 recommendation. Take care and continue enjoying LiveAgent! :) - LiveAgent Team Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "LiveAgent is a complete help desk system" July 26, 2023 4.0 I converted our company helpdesk to Live Agent a year ago due of its affordable, easy-to-use features. The option to save frequently used responses as "canned messages" was a major factor in our decision to migrate to Live Agent; however, we have subsequently discovered that the platform also provides many other useful capabilities. Pros has exceeded my expectations after trying various other products. The product is user-friendly, improves my team's reaction time and customer satisfaction, and gives us access to useful data for future development. When I have a query, I like that I get an answer quickly. Cons I wish we could regularly incorporate social media communications. There is a Facebook plugin, however it is unreliable and unpredictable. I'm hoping that in the future there will be a more robust option for incorporating social media messages. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) I like that it has a lot of options, so I know it can adapt to my changing needs as a company. In addition, I value the steady, yet well-coordinated, push towards the development of the product. My old program started introducing new features and modifying the user interface in ways that made it difficult to get used to. Review Source Response from QualityUnit July 28, 2023 Hi Lillian, Thank you very much for your feedback. We are glad that LiveAgent has been a good fit for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard everyday to further improve the system, including introducing new channels so stay tuned for great updates coming your way! -LiveAgent team Chris H. Senior Director of Marketing Consumer Goods Used the software for: 6-12 months ### "The ideal combination of low cost and high quality." July 26, 2023 5.0 We utilize it to staff our own in-house help desk with professionals. We may have fruitful internal conversations using the ticketing system as well. Detailed questions about projects, prices, and customer service may be received. If you value open, high-quality communication with your customers, this ticketing system is your best bet. Problems with workflow and departmental communication can also be fixed. Its simplicity and potential are the program's strongest points. Pros I enjoy working with because of how nice and quick it is to generate labels and assign them to agents. In addition, the free version is excellent and competitive with premium services. Another benefit that helps me and my customer get work done quickly and efficiently is how well it integrates with other domains. I also appreciate it since I can maintain constant communication with my vendors and check in on the development of my projects. Cons No major issues here, however I would like to see more platform interfaces introduced anyway. If you could also update more frequently, that would be great. This is really important if we are to finish the program successfully. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) 's capacity for automating routine tasks is particularly appealing. Canned responses and predetermined messages helped me tackle many recurring customer concerns, and the ability to create global "rules" significantly cut down on the amount of tickets I had to solve. I appreciate using LiveAgent because of how simple and straightforward it is. Review Source Response from QualityUnit July 27, 2023 Hi Chris, Thank you very much for your feedback. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your everyday work-life. Our team works hard everyday to further improve the system so stay tuned for many great updates coming your way! -LiveAgent team Emily G. Human Resources Specialist Hospital & Health Care Used the software for: 1-2 years ### "Livegent is a reliable and reputable ticketing platform" July 26, 2023 4.0 Quick and efficient Live Agent has proven to be the most effective chat option for our website, thanks to its versatile feature set and lightning-fast performance. Live Agent's industry-leading widget load speed was a major factor in our decision to switch chat providers and adopt their service. Pros Since we handle multiple societies, we needed a multi-client ticketing solution like Live Agent. I haven't looked at any competing products recently, but I was satisfied with the price and features when we first signed up. Since I am already familiar with the program, I see no reason to switch. Cons It accomplishes what it's supposed to do without any unnecessary frills or distractions, and the user interface might stand to be a little more aesthetically pleasing. The mobile app, however, should enable greater functionality. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) It's a comprehensive ticketing system that's easy for everyone to use. It's also beneficial that setting up Live Agent and making macros doesn't require you to be a trained technical expert. Review Source Response from QualityUnit July 27, 2023 Hi Emily, Thank you very much for your feedback. We are glad to hear that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Our team works hard every day to improve the system, including reworking the mobile apps, so stay tuned for more great updates coming your way! -LiveAgent team Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 1-2 years ### "Effective customer service that really works." July 26, 2023 5.0 The entire company is now using . We are utilizing it as an omnichannel sales and customer service platform for our four businesses. Customers get out to us via everything from traditional methods to instant messaging apps nowadays. Currently, we're utilizing it mostly for Facebook and email tickets, but we have plans to add support for Instagram and WhatsApp (both of which are still in development) very soon. Pros The ability to have conversations with users in real time has revolutionized our connection with them. We used to get a lot of tickets, but consumers may now save time by chatting with us when they need help. We polled our audience as well. We found that all users would rather have a live conversation with an agent on life support than submit a ticket, and that the major reason for this is because they can get their issues resolved right away rather than having to wait a day for a response.Our customer service response time records show that we're the fastest at fixing problems and getting people back to work. I have to mention that Cons So far, neither my coworkers nor our customers have had any problems or concerns with the live chat option. It's refined to perfection, answering all of our concerns and meeting all of our requirements. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) It has shortened the amount of time it takes us to resolve issues for our users. You may now have a live conversation with them, drastically cutting down on the time they had to wait for a reply Review Source Response from QualityUnit July 28, 2023 Hi Saskia, Thank you very much for your kind feedback. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied both with the system and the support provided by our team. Keep up the great work! -LiveAgent team Kelly B. Design Engineering Manager Computer Software Used the software for: 2+ years ### "The easiest to use customer service software" July 28, 2023 4.0 It helps me organize the movies so that I can give my users a good experience. With this wonderful method, I am able to eliminate the need for assistance and significantly reduce the amount of time I spend responding to support tickets. Pros Having pre-written answers available has been a huge time-saver. The option to make my own fields for recording certain bits of client data is also quite useful. My help desk has a record of every time I asked for help. It has helped me get back to support tickets much sooner. Cons The UI is not always clear to me. It took some time for me to adjust to it. There are no other major problems. It took me a while to get everything set up, so there is a small learning curve. Switched from [Front](https://www.capterra.com/p/132901/Front/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) We needed a customer support solution that could manage a large number of enquiries from customers but was also adaptable enough to work with our current infrastructure. We were successful using . Review Source Response from QualityUnit October 9, 2023 Hey Kelly, Thanks for sharing your experience with LiveAgent, particularly noting the pre-written answers' efficiency. Time-saving features are our thing! :) It's great to hear that LiveAgent is helping you in the computer software industry and fitting well into your infrastructure. We're happy to be part of your team's journey in giving your users a solid experience. Remember, we're always here to help you organize those customer queries, like a well-curated movie collection. Thanks for your time and review! - LiveAgent Team Scott T. Owner/Founder Entertainment Used the software for: I used a free trial ### "Really useful, even on free plan" May 23, 2023 5.0 was a better upgrade for the support group in my team, however I must state that it does get pricey the more members you invite to the support panel, so its not recommended for teams that are on a budget or have excessively large customer support teams (i.e. more than five staff).Regardless, it is easy to set up the knowledge base, the live chat system, the support portal and the customer forums. Pros \>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user) Cons \>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan Switched from [Freshcaller](https://www.capterra.com/p/165078/Freshcaller/) We made the switch to as Freshdesk was starting to 'break' on us; we were unable to remove certain knowledgebase entries and categories. Since it wasn't working as intended, we switched to LiveAgent. Review Source Response from QualityUnit May 25, 2023 Thank you for taking the time to share your feedback on LiveAgent. We're thrilled to hear that you have been satisfied with our solution. We understand that our free plan comes with certain limitations, including ticket history and integrations. However, it serves as a launchpad for businesses seeking basic functionality. Our aim is to deliver value through our diverse features and services for every budget; hence, we offer various plans ranging from $9 to $69 per month, tailored to each organization's requirements. By upgrading to one of our paid plans, users can unlock all of LiveAgent's features to fully accommodate their specific needs. Thank you again for your feedback and please remember that we are always here for you and you can reach out to us via chat on our website if you ever need any assistance or have questions. Silvester N. Civil Engineer - Inspector of Works Mechanical or Industrial Engineering Used the software for: 2+ years ### "Give customers the most reliable and easily accessible support services with LiveAgent " June 14, 2023 5.0 We have been using for help desk and support services and true to its words, we have seen a great transformation on our customer support system. Now, we are able to respond to customer requests much quicker and easily and have given our customers easily accessible customer support services at all times. Pros is a futuristic customer support platform which allows you to respond to you customers requests and communicate with them through multiple platforms in the likes of WhatsApp, Facebook, Twitter, Facebook, Gmail and others. This product is very easy to use for both the support staff and the customers making it possible to have a smooth customer support system within the organization. It offers outstandingly easy to use ticketing system which helps you to effectively receive, manage and respond to tickets. Also there is a live chatting function which customers can use to quickly reach out to the support team allowing proactive communication. Cons Using is very easy and you don't need to posses any special skills. Also the support is very efficient and is 24/7 available so you are assured of quality user support every single step of the way. Review Source Response from QualityUnit June 15, 2023 Hey Silvester! It's great to hear about how LiveAgent has transformed your customer support system. Our primary goal is to make it easy for businesses like yours to have smooth and accessible communication with colleagues and customers. We appreciate the acknowledgement of our efficient 24/7 support – it's paramount that we assist users in every step of the way. Looking at your industry, we know how important timely communication and problem-solving are in civil engineering, so we're pleased that we can contribute in this aspect. Thank you for your feedback and recommendation, we're happy to have you onboard using LiveAgent. All the best! - 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.