Who Uses This Software?

Anyone from small startups or one man operations to large scale businesses.


Average Ratings

266 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month/user
    See pricing details
  • Pricing Details
    2 Agent Seats included in all plans.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • QualityUnit
  • www.ladesk.com/
  • Founded 2004
  • Slovakia

About LiveAgent

LiveAgent is customer service software with call center support that fits all kinds of businesses, no matter how small or big they are. Being the 3rd largest smartphone manufacturer of 2015 brings a lot of responsibility, thats why Huawei decided to rely on LiveAgent as their customer support solution. LiveAgent includes 170+ help desk features including live chat, voice and social media.


LiveAgent Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

LiveAgent Reviews Recently Reviewed!

Its a great system

Nov 22, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Awnser both facebook and email in the same chanel. Make every comment on Facebook in a ticket. Live chats

Cons: Poor delivery to hotmail accounts... When a facebook post have so many comments, the system close the oldest coments. Forms is not responsible on mobile.

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

Nov 16, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customer service is excellent and know if I have absolutely any problems, then their customer service team will get right back to me and not just skim my support request. The software is also pretty inexpensive and very easy to integrate live chat on our website.

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

Overall: Great way for me to help our customers.

very nice solution

Nov 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great value. Easy to configure. It handles multiple email addresses. We have used their older version for years and years.

Cons: It could use multi-brand support. It really doesn't have any cons. No, really. It is easy and handles multiple email addresses.

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

Nov 15, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: Good Reporting of the workload, user friendly interface, many tools and functions, gamification of the interface which promotes the users

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

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

reasonable price

Nov 09, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: easy to embedded on my web. multiple design for chatboard and chat button. comes with knowledge based for customer Q&A.

Cons: - lack of api documentation. - take constant bandwidth connection to check online/ offline status. -

Overall: save resources for developing chat tools

we have just started using this for the last few months. have not had much experience with it yet

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: can integrate with facebook chat so we do not need to have other software to capture facebook message

Cons: Price is not competitive. If you compare with other software, price is not competitive. It will be good if we can get cheaper price

Overall: Live support for our existing customers and any potential customers

BEST CUSTOMER SUPPORT EVER

Nov 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What makes LiveAgent stands over the other livechat platforms is the superb customer service and the customization level it has.

Overall: If you have no cons to state, why put mandatory 100 characters to fill up? But i guess is how the user configured it.

I use Live Agent every day either web desktop version or mobile App.

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use and it is very user friendly. The knowledge base has nice functionalities.
very good customer support experience.

Cons: The knowledge base could have more features, and better and more themes for it. More guides inside the software could be also fine.
App Live Agent is still very small, I miss predefined questions in there and also more other settings to set up it while I am away of my computer.

Overall: to easily speak to our customers at one place

Seamless experience with easy migration

Nov 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of resolving issues/tickets, with great user interface. Navigating in agent portal is relatively easy and intuitive.

Cons: No gamification elements in Base plan. Guide during first log in is some what lacking of detailed explanation.

Overall: Increased productivity in Ticket Solving.

Excellent product and value

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The solution offers many features that would cost much more for other support solutions from my experience.

Cons: Would like to see additional enterprise features such as integration with code versioning tools to support debug and software deployment process.

So far I haven't faced any issue, it is easy to maintain, and available report are also good.

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: I am using this for one of client. Email Ticketing System is good option to manage day today customer requirements.

Cons: Notification system. If we have a way to configure it in outlook and if you can received a email notification for a ticket at our outlook.

So far our experience has been good.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Being able to keep track and easily search and find emails is what we like most so far about this software.

Cons: It would be nice if we didnt have to log into a different program then where our email is received in order to use the software

Overall: Ease

We use LiveAgent to support an online documentation system, the experience is so far good.

Nov 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It helps us to organize work better and to quickly address tasks to the responsible member of the team while each us of can be Aware who does what. Also, it allows us a quick categorization of incoming tasks and communication.

Cons: It is not really self-explaining. As a social science reserach and consultancy team, we would have been lost without expert support that we employed to instal the software and train us.

With LiveAgent you get value for money. Great for teams on a budget.

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: LiveAgent offers a lot for a low price. We chose LiveAgent to set up a multibrand ticketing system (multiple domains), which it does very well and better than some of the higher priced software out there. In short, here are my pros:
- Easily set up multiple domains and customize signatures for each domain
- Easily set up folders and filter tickets on many different criteria
- Slack integrations. One we used was to get a notification in slack every time we received a ticket in the "New" folder
- It doesn't send emails to Spam (I've tested other help desk solutions, and we've had to deal with emails from customers just going to spam because of the provider's spam folder).

Cons: - It automatically assigns a random ticket code such as [XZJ-OHE] to each email which we didn't want.
- If you're going to send emails to many recipients within the same ticket and one of them replies, you can't hit reply to that person because ALL recipients originally included in the ticket will receive that reply. You'll either have to remove all email addresses or split the ticket.
- The text editor: It does have many features like change text font and size, include links, special characters, block quotes etc, but it often reformats text and doesn't display the ticket the way that the customer will receive it in their inbox. The text format changes after sending.
- The image editor for signatures is buggy.
- Support wasn't great. Every time we contacted support they just gave us standard answers and didn't bother going the extra mile.

Overall: We were able to build a multi-domain ticket desk for multiple agents on a small budget.

Solution is well thought through and significantly increased customer satisfaction for us.

Nov 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The interface is beautiful and was easy to setup. The ability to track help desk tickets across multiple vendors has been awesome. We are able to answer 30-40 tickets per day, try doing that with email!

Cons: Doesn't work with our marketplace software (CS-Cart). Currently, customers must make two accounts (one for the marketplace and one for the help desk). This could however be fixed since there is a well documented API from LiveAgent.

We found it a better fit than Intercom

Nov 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that it is centered around email first. The chat program is very good as well. We have found it easy to set up.

Cons: The UI can is a bit cluncky. This has almost a DOS look and feel. I think sometimes getting to past chats could be easier as well.

Overall: This is the easiest and most intuitive Customer Service software.

Launched LiveAgent & already seeing a drastic improvement in our ability to manage customer service.

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use. Functionality. Ability to tie diverse customer service channels (phone, email, social, chat) into one dashboard. Give us the ability to easily manage our customer service team and to increase our responsiveness to customers.

Cons: There were some glitches when we were installing the software but the support team was amazing. Waiting on the phone integration, which is not a big deal. Our customer service team is able to work with the platform and still leverage it to track the calls.

Overall: Gives our entire customer service team and management team the ability to manage all of our customer service channels from one dashboard.

Breath of Fresh Air when switching from Fresh Desk

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to find tickets, color coding tags, excellent customer service, easy to find tickets, ticket tag is underneath the messages not on top like other programs, excellent reports to review team's performance, and gamification to make customer service more fun and productive.

Cons: phone system is difficult to set up and requires programming, but this feature is supposedly coming soon to set up more easily.

Overall: Customer service is much improved with ProRealty.io since we implemented the use of Live Agent. We are able to track exactly what is happening with each open ticket. I highly recommend this product.

Very simple and intuitive platform that my team will be using for customer service.

Nov 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We like the ease of use. The ability to format it to meet our needs. The reporting is also very helpful-- it allows us to keep track of the kind of issues that are coming in so we know how to monitor it in the future.

Cons: One thing we would like to be able to do is the functionality in which we could integrate reviews from the Apple Store and Google Play. This is another form of customer service and it would be great if there was a way to integrate the two so all aspects of customer service were being funneled through the platform.

Great product that surpasses competition

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Fits the needs of our company, with both chat and email support. Ease of accessing canned answers to lower response time. Low cost.

C0ceef24eb505b616bf5ba71b5a7dae8

LiveAgent is the only product we found that had all the features we were looking for.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We compared and tried a lot of products that had the capabilities to do tickets and chat with in the same system. Other systems either mainly focused on ticketing or chat but not both the way LiveAgent does.
Very easy to use.
Stable.

Cons: We use LiveAgent for internal and external customers and it would be nice if we could completely disable the customer portal for external customers.
For chat have a way to remove the save transcript option.

Overall: Instead of tracking request in email for multiple accounts LiveAgent allows us to see who is working on what all in one place. Plus we have the ability to report on the volume of request and we have insight to our peaks and valleys over any period of time.

965bb2f7b35ce7cb7c41ea425734ee7e

Made the jump from Zendesk - glad we did.

Nov 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It combines all of our support elements (social media, email, chat, etc.) into one central location. It also has amazing customer support and tons of help available.

Cons: It does take a little bit to get configured and setup beyond the basic default system, but the customer support was excellent in helping us. The mobile app is very basic and limited, so an update to that would be beneficial.

Overall: Ease of central communication with our users. Knowledge Base articles and Community Portal makes it a no-brainer for self-serving customers, too.

Easy to use platform!

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I had my knowledge base website up an running in a few hours. It"s super easy to use!

Customer service is available must of the time, and they help me everytime.

Cons: I wish it has more options to customize the themes, right now there are only three themes available and you cant match your website store brand theme to your knowledge base.

It is a very useful tool to admninistrate the support and share the performance

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The quick and easy way to handle the tikets is very practical when you have in one screen all information . The website you are able to customize according with your necessities and the user are able to have all information available

Cons: You are not able to asign the ticket number will be very useful to have local codes and use the data for the reports, the graphics need to measure in minutes and hours becuase it reads in thausand, too the reports when you export to CSV in excel reads the minutes in numberrs and you need to re- type them

Overall: Practical handle to manage the support requested and measurable the performance

914cde005fae6f1ab5ba8d82c778d04c

We love LiveAgent for the overall ease of use, interaction with our customers and great support

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to track current users and invite them to chat based on their browsing activity is great, the web-based interface helps us chat anywhere and at anytime and the flexibility of the design of chat windows etc so we can style it in-keeping with our branding is great.

Cons: The only con with this software is a slight bug with uploading operator avatars which would be a nice addition but support advise me this will be remedied soon.

160dbaca4894839ec986a94bbc4717af

LiveAgent company seems open to our needs.

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is like other cloud helpdesk systems. But the greatest is versatility. Each Agent could make own TAGS and FILTERS and this leads to own Views. What you need is what you get :) You can set up own automated rules based on TAGS and much more. Very powerfull. Integrated chat is good too.

Cons: Ticket ID is very long and number-character mixed. It is uncomfortably to spell this ID through phone, when custommer is calling in the case of concrete ticket.

18be67d15007e841d320577411ab5eb9

Just DO IT, you WON'T REGRET IT. This has greatly helped us become more organized and efficient.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is not an overly complicated program and is very user friendly. If an issue does arise, there is always help available. Our team greatly benefits from being able to see what others are working on and eliminates confusion and a lot of unnecessary correspondence. The ticket system is a great feature and easy to use and keep track of. It is very easy to manage all of your contacts from one central point and the time tracking system is something not available on other similar platforms that we utilize quite a bit.

Cons: There really is not much to complain about. However, it would be great, if LA can deploy a feature through which we can banned a user from Social Media or any other platform.

Overall: Efficiency and speed. My team can get a better handle on our customers issues and resolve them quickly. It organizes everything really well. I can pull up any ticket at any time for reference. That helps my team a lot

Perfect solution for communication with customers

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

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

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

Worth a shot

Jun 07, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is certainly bovine of the worst that I have seen. The ability to communicate with their tool are one of their highest selli points and for what the service costs, I couldn't complain.

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

It takes a lot of getting used to. Some things are still hard to navigate through.

Jun 06, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Majority of my work load was on the home page so it was easy to customize it to just show up there as soon as I turn on my computer.

Cons: Unable to understand where most things are. Going back and forth looking for something quite simple

Overall: Being able to complete emails at ease

Live Agent Rocks

Jun 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Feature-rich. affordable. Connects easily with social media accounts. Excellent merchant support. We are delighted with the software and service thus far!

Overall: Better staff accountability, more robust chat features, able to connect with social media accounts to reduce strain on marketing.

Easy to use, simple design, great support!

Jun 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customer ticket support, knowledgebase, helpdesk webpage easy to design and an extensive agent menu combined in one software, nothing more to say!

Overall: Everything combined in one product!

Nice

Jun 01, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: IT does it's job good, its fast and has enough features. I would like to get updated on this features as well.

Cons: The chat has no auto-correct or doesn't allow the auto-correct of the browser to kick in.

Just the best there is...there are only pros in my mind.

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have tried all the various help desk solution. Bar none, LiveAgent is the best and the best in terms of support and responsiveness. In my books, it is truly the best customer service management system available. Full featured, everything you need to offer support to clients/customers. Chat, Video, Phone, Email, Support Port, the works!!!!. All the features of LiveAgent meet all the needs for delivering an efficient customer service experience It means I am offer top notch customer support.
To top it all off, customer support from LiveAgent is top notch. All my questions are always answer promptly and including all the relevant info needed. No issue gets unsolved or unanswered. The staff at LA cares about their clients and have bent over backwards to help me to be able to provide support solutions for my new business directory project.
I would wholeheartedly recommend their services and or software to anyone that's looking to take their customer service for their business to a whole new level.

Overall: The ability to offer superior customer support to my clients. It allows me to have more than one way to encourage interaction from my clients....which is important for me to improve and give the service I want.

Not an easy to use helpdesk, but loads of features cover all that

May 24, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multiple features and possible integrations with social media
Own server sending replies to the customers, no need to think whether it may appear in spam
Great support
Looks great:)

Cons: Not a cheapes solution on a market
Not easy to set it up in the beginning
Pretty difficult to understand the manuals and instructions

Easy to use and administer

May 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: For us, it´s the best way how to start with online chat with our customers, potential customers or public. This system are very summary (in online and offline status), basic, statistic and other overview and settings are useful for beginners and also for professionals. Very best are rating of operators (badges), performances, ...

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

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

Cons: Only three things.

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

Easy Peasy Lemon Squeasy

May 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to setup and integrate with a simple cut n paste in footer, no software to install and load time lag in chats

Cons: The offline messaging is somewhat disconnected, would be nice to be more like intercom style chat where its offline, but its more like a text where you still send a text message and wait for them to get back online, more like traditional text messaging or skype, who cares if we are offline, it could still be just as easy to ask a question

Overall: instant communications with customers

Amazing solution, everything you could wish for thankyou

May 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Very powerful it's amazing,!
It does a lot reliably which at the end of the day is everything you could hope for.
Actually, I'm going to repeat that because it is worth repeating:
It does a lot seriously check it out.
It's very reliable and trouble free.
Support staff are lovely, really polite, intelligently responsive and "on it"
This does everything I could wish for, it's just a big problem solver.
Seriously well-done guys very happy with this

Cons: Nit picking reall - set up could be a little bit more intuitive, but it's very powerful and I never have time to read instructions so there are no real cons, I'm very happy, no complaints at all, it's an awesome solution

Overall: Suppport, pre sales, FAQ, lead capture

it fits nicely if you have basic needs

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

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

Great experience, user friendly and great support and development.

May 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: User friendly for our agents, easy installation, I love the mobile app and the ease of use and mobility our agents have.

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

Overall: My customers are super happy.

An easy & effective way to enhance customer satisfaction

May 17, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: A quick way to integrate the live chat to our current website. The interface is friendly which makes the new staff orientation faster. Also it is easier to supervise live-chat agent using the real-time console. The social media linking ability is one of the best features. Using this feature, I am able to manage feedback / inquiries of customers from all channels in one place. Therefore, the process takes less time and effort to reply / support our customer.

Cons: Sometimes it takes a while to load but overall it is acceptable. At first, it seems difficult to link all the social accounts, emails, and live-chat together. However, once you have done it correctly, everything works perfectly. You can always contact the support team to get some help!

Overall: Providing us a real solution for customer service. Not only we are now able to support our customer on time but also be able to supervise and keep track on our customer's complaints. It helps me to monitor my live-chat agent performance easier and faster.

Great live chat system

May 11, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Stability and usability, customisation. I like the fact there is gamification and the whole system is really 'complete' and fits our needs.

Cons: I want to be able to schedule office hours for each user and often they forget to log out or set themselves as not available and the timeout doesnt work. I also want to see a plugin that uses push notifications to display incoming messages, etc.. although we might develop this ourselves!

on the trial now

May 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: gathering the whole data is so so nice. I want to try some functions such as mail ,SNS,chat. I expect it will be useful for us.

Cons: Nothing still now but the cost is one of the important factors.I share the accounts and collaborated each other.

I had a great experience with this software. Provided great information, and reporting.

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very user friendly and intuitive platform. It provides us with a global presence and enables us to serve our users in an efficient manner, for individuals located over several continents. Reporting is high quality, and customizable, and allow for easy sharing of information throughout our organization.

Cons: The only thing that I could say is that it would be great if this would automatically link tickets created by the same email address. Other than that, this software is golden.

Fast and easy

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Pretty fast to get up and going. Additionally features like the Facebook integration etc. ensures all of our customer support interactions are handled in one place.

Cons: The chat aspect isn't very customizable i.e. Setting hours etc. wish it would come with some already ticket templates for viewing.

So far so good - trialling the software as a migration from existing platform, Support = 5*

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of Use
Time to Live
Integration with existing platforms
Responsiveness of Staff is impressive
Easy to allocate tickets to agents is easy.

Cons: Could do with some more mass edit functions or ability to change custom fields quickly.
Reporting could be extended to custom fields

Overall: Fast Easy to Use Interface

Seems like it works well. I'm learning the interface now

May 05, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: the ability to customize the chat button and options related to the button.

Cons: The interface is a bit tricky to navigate so far. it's becoming easier as I progress, though

Live Agent for small businesses

May 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: I enjoy how easy it is to automate much of my day to day processes. The customer service is also excellent. I know if I have a problem the agents can help me work through it.

Cons: There is a bit of a learning curve, which can take some time to overcome. It is not easy for some employees to pick up without training.

Overall: Easily automate my daily activities, freeing up agents for calls and other tasks.

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

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

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

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

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

May 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that they have all channels integrated into one system and are not charging extra for every tiny additional feature that I want. Its one AFFORDABLE price for everything.

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

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

We've been using Live Agent for over a year and we are very happy with the product.

Apr 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The product is very easy to use and at the same time provides all the features that our company needs.

Cons: Some of the more complex features are not very intuitive and you have spend some time browsing all the menus

Live Agent

Apr 27, 2017
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
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Pros: Ease of use, fun features like levels and badges.

Cons: Some minor bugs here and there.

Overall: Overall Live Agent is a good chat platform to help connect with customers. There have been a few issues with service going down but they are usually fixed shortly. It is very user friendly and has fun options like badges and levels.

LiveAgent Review

Apr 27, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: it's not expensive

Overall: Lots of downtime
If we close our operations, calls in queue are dropped, unlike chat.
No loop function in the welcome message.
Not sure if there's an ACW.
Call monitoring is not extensive.

Recommendations to other buyers: fix the cons

New to the product, but great experience so far!

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Comments: I have only recently begun using LiveAgent, but have found it very easy to use, and have not experienced any problems.

Easy to use

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: It is easy to organize and filter through emails.

Cons: Once an email has been deleted there is no paper trail however the only way to clear up the inbox is by deleting.

Overall: The software is fairly simple to navigate and is easy to organize. Useful and efficient in terms of business. Training took no time at all. I recommend!

Liveagent Journey....

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It has been a great experience, moving from our older support agent to Liveagent has changed our working process as an organization in whole. We now have time to think/act more on processes and other important aspects of work than just reports. Getting used to Liveagent does take some time but it's all woth it in the end.

Good experience- would recommend

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Extremely
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Pros: Easy to navigate. You can show or hide previous messages if you would like. Can easily pass on tickets to someone else who would be better suited.

Cons: Dashboard doesn't automatically update and when it does it kicks you back to the message page.

Overall: Good experience using ladesk. The dashboard doesn't update automatically and you can't swipe between emails. Other than that everything is great and no complaints.

Recommendations to other buyers: Would recommend to other businesses. The filtering system should be utilized to the best of its ability because it works great and creates way more efficiency.

Sales Development Representative

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Pros: It works well. I've been happy with it so far.

Cons: Just waiting for someone to start a chat with me

Overall: I use Live agent to support our Sales Team. It's started off slow. I haven't heard from any of our customers yet. I asked our Marketing department to advertise the Live Chat option better on our webpage.

Recommendations to other buyers: none at this time

Company usage

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use
Able to customize everything we need

Cons: UI is a bit confusing
Some options are hard to find

Overall: We use LiveAgent for a startup company, and has been meeting all our expectations. It has been really simple to use.

Great Live Chat Solution

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the fact that you can see on a live map, where the person you are chatting with is. I also, really like being able to join conversations with other agents, or even just watch the conversation happen.

Cons: I have not found anything I do not like yet, but with time who knows?

Overall: My company has been using Live Agent for a little while now, and it has been such a great tool for our sales team. My role is to gather the interest of potential clients, and what better way to do that than catch them while they are looking at our website?!

It is a very transparent system, and anyone can pick up how it works with ease.
I would recommend LiveAgent to anyone looking for a new Live Chat System.

Excellent Reporting Ability and Really Easy To Use

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Excellent features and ease of use

Cons: None

Overall: I have found the platform to be extremely easy to use, the canned messages is a great tool and really easy to use to add pre programmed customer responses.

The platform is really stable in comparison to other programs used previously and is always being updated.

Overall for the cost this program is excellent.

Best Live chat Around!

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Easy to use , simple and a work of art! I love to use this live chat because of the perks it comes with ! It really makes me want to chat with customers!

Sales Development Manager

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use

Cons: Need to be able to log off agents that forget to log off for the day.

Overall: Overall very happy with the experience with LiveAgent Chat. One thing it needs is the ability to log off agents when they forget to log out for the day. Other than that, great software.

Recommendations to other buyers: No, I have already mentioned the main things.

live agent review

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: ease of use

Cons: Sometimes i get numerous leads from overseas that i cant consider for employment.

Overall: I use live agent a lot, i leave it on all day while i attend other recruiting duties and look after inquirys as they come in. usually in the morning there are messages from over night to answer. it is another good tool to connect to potential employees.

Awesome software

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: File Transfer
Phone App

Cons: I would like the ability to send email from Gmail, but not dowload all the messages and mark them as read.

Overall: Liveagent has really put us in touch with our customers and saved many sales we could have lost. I especially like the file transfer feature!

Nice and Awesome application

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Oldest ticket is moved out first and you dont need to check if the older tickets have been answered or not

Cons: The box where the customer types his query is too small

Overall: The software is very friendly and will help the team to complete the job with minimal supervision. The question box where we get the ticket should be a bit bigger and the left brown space can be utilized to show the transfer of the tickets information. This will give more space for the question field box. Also the Department TABS should be a bit bigger

Recommendations to other buyers: Any shortcut keys would be great

Straightforward & Organized

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
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Pros: LiveAgent is both easy to use, allowing for real productivity gains even in an environment with a medium to high turnover.

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

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

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

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

Recommendations to other buyers: -

Live agent survey

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use. I like how we can see wht the client is typing but they cant see what we are typing.

Overall: My experience was very good with live agent. Not many contact trying to reach us. Seemed very easy to use.

Complete product

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: none

Overall: The system worked as soon as we installed it. The remote (tablet, cell phone) system is a great tool for remote access.

Recommendations to other buyers: Works flawlessly on my Android cell phone

Great tool!!!

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of using tags, pre-set of greetings and signatures.

Cons: Dealing with multiple cases from a same customers, thus merging and mass actions could be simplified!

Overall: Easy and comprehensive tool for any organization. Intuitive and functional! Easily built rules and tags!

Recommendations to other buyers: Great tool overall!

Sales Position

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have had a great experience with LiveAgent so far. We do not get a lot of incoming traffic but when we do it is easy to use and reliable.

Agent review HH

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Easy to get started, harder to start with short commands.
We have some issues with connectivity. You sometimes get the feeling that the chat is disconnected unintentionally

Not the cheapest solution around, but probably one of the best.

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Cons: Short cuts in rich text area are conflicting with the ones in the application

Overall: Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

LiveAgent Review

Apr 25, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Its easy and user friendly

Cons: Does not show complete history details

Overall: Live agent is a good platform for the customer to contact us through support ticket or live chat. It is user friendly for customers as they can submit their queries along with all his details, which help the advisers to provide customer with perfect solution.

It is little difficult from adviser's point as it does not clearly show history of ticket, which may lead to adviser missing out any important point while replying.

Apart from this point I find it easy and quick solution for the customer's as well as advisers to provide assistance.

Recommendations to other buyers: NO

Light, streamlined and effective system

Apr 24, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Simple interface. Excellent value.

Cons: Limited reporting

Overall: An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do it on a budget, this is the way to go.

Easy to use and a great tool for the customers !

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

Comments: Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.

So Far So Good

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Comments: Customer service is quick, the software is relatively simple to use and was live on our site within the first day. I'm personally not a fan of subscriptions per user as I don't believe that it offers good value for money but compared to other live chat services the cost is competitive.

Great system!

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

Comments: I love this system, it is very easy to use. Wish there was a way to turn the sound off when answering tickets but other than that, it's great. Love the new merge into feature as well!

Fantastic Service

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Statistic ease of use

Cons: none

Overall: Great service throughout the years easy to use and access. Great for statistics and analysing staff performance.

Excellent support and Software

Apr 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to setup

Cons: Cannot think although themes must be available to edit

Overall: Great Software and excellent support. They are available to help you out. Software is also great with so many great features. I am a developer and I liked working on it. Instant help. Instantly available features.

Recommendations to other buyers: themes must be available to edit

Seems good. Looking forward to trying it out

Apr 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have an IT support company and am looking to make a change for an improved ticketing system. I just today encountered this service. I am eager to test it out.

Like the Database

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I think using this database is simply and organized. That is important when we are trying to respond to a customer in a timely manner.

The Best Live Chat software

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use
Many features
Reliable
Updated every almost every week

Cons: What? :-)

Overall: I am using LA Desk Live Agent since 2012, when I switched after I tried many other products.

Live Agent is simply the best live chat software available, because of its features and great support from Quality Unit Team.

There are many updates released every month, and it it really important because the software is improved more and more.

Are you looking for a Live Chat and Ticket software reliable and powerful? You found it!

Francesco

Recommendations to other buyers: Just a suggestion: I wish to see a VoIP SIP integration module

nice and easy

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Comments: nice and easy to use with tons of features. Customer Support becomes more easy if the customers accept sending Mails not directly to the individual E-Mail address,

Works well as a ticketing system, improvements still possible

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use. Good overview of all tickets.

Cons: No integration with Pipedrive CRM

Overall: Works well to document tickets and manage responsible people to take action. It does however lack integration with our CRM system, Pipedrive. This means that sometimes our salespeople aren't aware of ongoing issues and questions from customers. As of now, this is the only thing that could be improved

Best Live Chat System Ever

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

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

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

Recommendations to other buyers: Keep up the great work

LiveAgent ticket system

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The LiveAgent ticket system is incredibly easy to use. Different features allow you to monitor your objectives and keep customers informed. The system is a wonderful tool that allows you to focus on tasks as they arise, and resolve issues as they're completed.

Good Product, could use a couple improvements.

Apr 21, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: easy to setup
good feature set
simple to implement

Cons: documentation could be better some places
nicer designs or customizability

Overall: We're a small consulting firm from Ottawa, Ontario and have used this software in numerous installations for small to large clients to handle their support. It's a good little program, but could use some improvements on the design side of things when wanting to customize. It's possible but not as easy as one would expect. Otherwise great software and something we still recommend.

Fine Software

Apr 21, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use

Cons: No Dark Theme

Overall: The software does exactly what we need it to do. I only wish it had a dark theme that worked natively.

Ease and simple

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Was looking for a quick set with great features and functionality. Then I ran into LiveAgent and was the right product.

Works great for us

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Seamless use

Cons: Nothing

Overall: We use it and really like the functionality. I would have no reservations giving this a thumbs up. It is a part of our everyday process and works seamlessly for us.

Recommendations to other buyers: None

Real Time Communications for Businesses'

Apr 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The experience has been very positive so far, the one thing that gets frustrating is when a customer does not respond and you just have to site there and wait and are not sure to end the call or not. Some kind of "reminder" from LiveAgent may be helpful to get them to either respond or end the call. A bell or something that gets their attention, just a thought. Thank you so much !!

Water Tech Corp

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Always alerting the online Agent .

Cons: No Cons

Overall: Great live chat service. Easy of use no hassle . Also there is a lot of good features such as badges, adward etc.

Live Agent Chat

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

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

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

LiveAgent Review

Apr 20, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's intuitive.

Cons: It wasn't the easiest to implement with our Jive Community.

Overall: We use LiveAgent to connect our customers with our Advice and Resolution team. Our customers love the ability to get answers to their questions without picking up the phone.

Recommendations to other buyers: Nope.

Have been very impressed with LiveAgent!

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: All the important features for the best price.

Cons: I love the app, but I think it can be improved with more features.

Overall: We went through many different platforms before deciding to go with LA. We wanted 3 things when choosing a platform. Support tickets, chat, and knowledge base. LA offered all 3 at a great price and we are very happy we decided to go with them.

Great Product!

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: So simple to use, with some really handy features, such as the ability to see a colleague typing their response to a customer ticket. Definitely recommended.

Need To Go All In

Apr 19, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Categorizing different projects for different people.

Cons: Everything showing up in one spot, and feeling like I need to look through all of it to double check.

Overall: Seems a little confusing, but it may be because I haven't used it as a sole form of communication. But having email, spreadsheet, word of mouth, and other ways for people to get in touch with me, it seems like it won't work for me like it is supposed to be used. But if I were going to be strict in using it only for people to get in touch with me, it would probably work better for me.

Good but not most efficient

Apr 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: User friendly, easy to filter through messages

Cons: Layout in which messages are read, dashboard doesn't automatically update

Overall: Dashboard doesn't always refresh automatically. Easy to filter through messages. User friendly. Nice layout.

Recommendations to other buyers: none

Great product, easy to use!

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use - great price

Cons: I don't have any complaints so far.

Overall: We are a very small company so having the ability to have people chat with us easily is great. This product is super easy to use and navigate. Very happy with it - and a great price!