# Page 8 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - Is LiveAgent the right Help Desk solution for you? Explore 1753 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 (1753) 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 April 2nd, 2026 # Page 8 - Reviews of LiveAgent ## Showing most helpful reviews Showing 176-200 of 1753 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ZA Zain A. Self-employed Capital Markets Used the software for: Less than 6 months ### "Good lovely " June 8, 2024 5.0 Pros LiveAgent is known for its comprehensive and intuitive features that enhance customer support. Some of the key highlights include its multi-channel support, ticket management, live chat, and automation capabilities. These features enable businesses to streamline their customer service processes and provide efficient and effective support to their customers Cons LiveAgent can be a bit steep, especially for users who are not familiar with customer support software. Additionally, some users have expressed the need for more advanced reporting and analytics features within the platform. It's important to note that these opinions may vary depending on individual preferences and requirements. Review Source Response from CyberSentriq June 13, 2024 Thank you, Zain, for your detailed review. We're glad you find LiveAgent's multi-channel support and automation features useful. We understand that it can take some time for new users to get familiar with the platform. If you need help with advanced reporting and analytics, please reach out to our support team available 24/7. - The LiveAgent Team II Imam I. HR Manager Real Estate Used the software for: 1-2 years ### "My Experience With LiveAgent " June 4, 2024 5.0 Pros The software comes with great live chat features It is a great help desk solution It makes handling IT ticketing easy Cons All we ever needed LiveAgent has offered. No dislikes. Review Source Response from CyberSentriq June 13, 2024 Hi Imam, Thanks for sharing your positive experience with LiveAgent :) We're glad to have met all your needs. If you have any other questions or need further assistance, feel free to reach out anytime. - The 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 LiveAgent was reliable and efficient, enhancing our customer support with its robust features and integrations. Pros I loved LiveAgent'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 CyberSentriq 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 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 CyberSentriq July 3, 2024 Hey Ron! Thank you for the review :) - 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 CyberSentriq July 10, 2024 Hey Efrat! Thank you for your feedback :) - The LiveAgent Team DP Daniel P. Group Compliance Manager Human Resources Used the software for: 2+ years ### "Review of Live Agent" April 30, 2024 5.0 My overall experience with LiveAgent has been positive. It offers robust support features that efficiently handle customer interactions across multiple platforms. Its intuitive interface and extensive functionality make it a reliable tool for enhancing customer service operations. Pros One of the standout features of LiveAgent is its all-in-one client support solution, which seamlessly integrates multiple channels such as email, live chat, and social media. This centralized approach simplifies management, improves response times, and enhances the overall customer service experience. Cons The integration of LiveAgent with Jira falls short in its ability to cater to all required fields, limiting the customization and flexibility needed for specific tracking and reporting purposes. This can hinder workflow efficiency and the precision of data synchronization between systems. Review Source Response from CyberSentriq May 17, 2024 Hi Daniel, Thanks for the detailed review. We’re happy to hear you find LiveAgent’s all-in-one support solution helpful for managing multiple channels. We understand your concerns with the Jira integration. We'll look into possible improvements. In the meantime, feel free to reach out to our support team for any immediate assistance. - The LiveAgent Team NS Nathalie S. Licensed Sales Agent Insurance Used the software for: 1-2 years ### "You Need This To See What Your Website Visitors Are Looking For!" May 12, 2024 5.0 My experience with LiveAgent has been refreshing. It super simplifies the communication process with both existing customers and prospects. Pros Pro Tip: Get LiveAgent and you'll instantly have a crystal ball allowing you to view your customer's online habits, what they are looking for the most, etc.... Cons Absolutely nothing! This is a direct connection to every insurance seeker who comes to my website looking for a quote or some guidance on insurance coverages. Review Source Response from CyberSentriq May 17, 2024 Hey Nathalie, thanks for your positive feedback! We're glad to hear that LiveAgent has made it easier for you to connect with your customers :) If you ever have any questions or need assistance, feel free to reach out. We're here 24/7 to help! - The LiveAgent Team VR Victoria R. CEO Consumer Services Used the software for: I used a free trial ### "Live Agent Experience" June 12, 2024 5.0 We are pleased with our experience and look forward to daily use. Pros User Friendly and is huge with data and analytics. Cons I have no cons as yet. We are currently enjoying the software. Review Source Response from CyberSentriq June 17, 2024 Hey Victoria! Thank you for your 5-star review :) - The LiveAgent Team CC Clarke C. Desktop Support Analyst Farming Used the software for: 2+ years ### "IT Ticketing Platform of All Times" February 5, 2024 5.0 Pros LiveAgent offers a wide range of features from email management, unified communications, customer experience to engagement in one single integrated repository. Cons Every aspect works perfect for me when using LiveAgent at workstation. Review Source MB Matt B. Sales Manager Airlines/Aviation Used the software for: I used a free trial ### "Free Trial" May 17, 2024 5.0 Still testing, Good so far. we should have better understanding in next few weeks since we intend to run some campaign which we may increase chat interaction. Pros Easy set up, facebook messenger is a good tool Cons notification on mobile devices are slow. Review Source Response from CyberSentriq May 20, 2024 Hi Matt, Thanks for your review and for trying LiveAgent! We're glad you found the setup easy and like the Facebook Messenger tool. We're sorry notifications on mobile devices are slow. Could you reach out to our support team? We might help you fix this. Looking forward to hearing from you. - The LiveAgent Team EC Emir C. CEO Computer & Network Security Used the software for: I used a free trial ### "Good software" May 18, 2024 5.0 Great and userfriendly, easy to use for our agents. Pros Easy to use, and you can use it in a browser. Cons Browser options and ticket option are great. Also good support. Review Source Response from CyberSentriq May 31, 2024 Hey Emir! Thank you for your 5-star review! :) - 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 LiveAgent 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 LiveAgent 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/) LiveAgent has all the features I wanted and it's cost effective compared to Freshdesk. Review Source Response from CyberSentriq 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 LiveAgent 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 CyberSentriq 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 LiveAgent'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 LiveAgent 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/) LiveAgent 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 CyberSentriq 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 LiveAgent'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 LiveAgent 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 CyberSentriq 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 LiveAgent, 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 LiveAgent, 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 CyberSentriq 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 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 LiveAgent because of how intuitive it is. Pros LiveAgent 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 LiveAgent. 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 CyberSentriq 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. LiveAgent 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 CyberSentriq 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 LiveAgent 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 LiveAgent 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 LiveAgent has is full-featured and easy to use and costs effective. Review Source Response from CyberSentriq 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 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 LiveAgent, 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 LiveAgent 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 LiveAgent, 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 LiveAgent 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 CyberSentriq 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 LiveAgent 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 CyberSentriq 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 LiveAgent, 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 LiveAgent 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 CyberSentriq 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 LiveAgent 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 CyberSentriq 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 LiveAgent 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/) LiveAgent'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 CyberSentriq 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 CyberSentriq 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 Talk to a Capterra advisor for free and get results within 15 minutes.