Who Uses This Software?

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


Average Ratings

357 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 User Seats included in all plans.
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

About LiveAgent

LiveAgent is the Most reviewed and #1 Rated live chat software for SMB. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts. LiveAgent is a feature rich multi-channel live chat software with 170+ support features including email ticketing, live chat, phone support, social media integrations, support portal and API.


LiveAgent Features

  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

LiveAgent Reviews Recently Reviewed!


Nice program

Jun 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: User friendly platform an easy to use and manage multiple chats. Ability to integrate to multiple platforms and the price is good in comparison to competitors.

Cons: Once you learn how to use it, it is a really great program. I have yet to find any complaints about it.

Great...but

Jun 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Is a software that do all what it has to do. And that's a good in order to apply to systems to help and be a tutorials to users.

Cons: I'm miss a basic feature... the integration with a Bot chat or the own livechat has a bot. I recommend to liveagent to develop a bot.

Capterra-loader

good organization software for customer service

May 28, 2018
4/5
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
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Pros: I think this software is great because it is a way of being well organized when it comes to a client's attention, since it provides a great combination, integration in its application from its user interface. You can easily manage the email, telephone in order to receive and make calls with backup copies, live chats and real time and social networks such as facebook and twitter.
You can use this application from the browser, Widget or your mobile application.

Cons: It would be hard to see something negative about this application, but I could say that:
When we started using this application for the first time, it was difficult to configure. since its configuration is a bit typical and it consumes time. but then after that it works perfect.

Excellent software!

May 24, 2018
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: LiveAgent is great and easy to use both for agents and customers. Being able to see what the customers are writing before they send it is amazing. It allows for easy email management as well, earning badges is a fun feature

Cons: Takes long to load at some times, however contacting the customer support is a breeze. Some settings are difficult to find at first

An easy way to provide technical support to your customers

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: In the Customer Service service, speed is a very important factor and Live Agent allows you to provide this quality of service, thanks to its platform with which you can respond to the concerns of your customers very easily. It does not matter if customers send an email, complete a form or write through a live chat to communicate with your company's support team as these messages go to a single place where agents can respond to their concerns and make a follow-up of each case. All conversations are stored. In Live Agent you can create as many agent accounts as you need. Include a panel of statistics for you to check how effective the agents are in their responses. You can see the number of tickets answered, hours of work, hours of connection, effectiveness and more. It also allows you to customize the customer support portal with the name, logo and subdomain of your brand. On the other hand, you can make the answers much more automatic with their function of predefined answers. The platform has everything you need to provide timely customer service.

Cons: It will be great if some functions are improve to customize the work area to the needs of your company, but in general terms it is a fairly complete tool. I do not have many negative things to say about it.

Fantastic Software for catering to customer care department needs

May 22, 2018
4/5
Overall
4 / 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: It basically provides everything combined into one application. We can have email, chat, phone call all into one application and different support groups may use this very efficiently. This has greatly enhanced the capacity and efficiency of our support team. Customer support is just wow and responds very quickly.

Cons: Configuration is little bit typical and takes time. However once configured it works just like a breeze.

Overall: Its basically a combined suit of applications for customer support users. It does it work efficiently and don't hurts pocket much.

A great all-in-one solution

May 21, 2018
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: This program has been a great solution for our team as an all-in-one problem solver and customer support center. By allowing us to use canned messages this software was a real game changer and saved us countless hours and mistakes. I would recommend this product to anyone searching.

Cons: The set up of this product can be a little more technical than some people are used to and getting up and running with this software was a little more hands-on that we expected. There are a few things that we would like to see changed but they are minor compared to how well this product works. The biggest issue we have is that we wish we could use the translator in chat. That would be a huge plus.

Easy to use, direct, fantastic shortcuts

May 20, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The shortcuts add a new dimension to the experience. All in one place. Easy to organise and register contacts.

Cons: The phone keyboard is a bit strange and it require attention not to make mistakes. The chat cannot be translated this is the biggest con.

Live Agent is Wonderful

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I highly recommend this product!

Pros: I love this software! It makes it so easy to communicate with clients and helps to make our office so much more efficient! Highly recommend.

Cons: Price; this is the only con i can think of and really you get what you pay for so if you are looking for a high quality product this is totally worth it. ;

Great! Have had a very successful experience with it.

May 09, 2018
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: Instant communication. I like that we can see what the person is saying before they send it so you are able to prepare an answer.

Cons: People think that we are slow to respond sometimes. The method that the software uses shows a little pencil in the corner when we are typing and it isn't very large so they don't think we are here even though we are typing out an answer.

Live Agent - Great Online Site Communication Tool

May 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall, this is an excellent product and I highly recommend it. You can brand this with your own brand which is nice.

Pros: Very much like Skype without Video Easy to Use for the Laymen Easy to integrate to any site Easy to manage multiple conversations Easy to send links and helpful information Easy to send to another worker to take the customer

Cons: Depending on your budget this can be a draw back. Many start up companies can't afford this and with that mentioned, there are other options you can look at if you have a tight budget

I use Live Chat everyday for recruiting truck drivers.

May 08, 2018
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 very easy to use and has great functionality. The drivers that are interested in my company have an easy way to get in contact with us recruiters and has increased our productivity.

Cons: The only con that I've experienced with this software is that we were getting a lot of out of country individuals that we couldn't hire. Not being able to to sort that out was a little trouble.

Overall: A fast way to communicate with interested drivers. Increased productivity.

Does what it needs to do

May 08, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: It's simple and easy to use for a novice user. Didn't experience any real issues with getting started.

Cons: It could do with some more easily accessible functionality, though this may be a feature of the free trial.

Excellent unit for communication with customers

May 07, 2018
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
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Pros: This system allows you to quickly respond to user requests. In addition, management can always go into the working folders of employees working in the technical support department and check the status of requests from customers.

Cons: It's strange that the creators of the program did not envisage the possibility to send messages to e-mail when you are in online mode.

The best around

May 07, 2018
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: LiveAgent is the fastest and most reliable CRM system available. Easy to use interface and so many customisation options available to seamlessly integrate LiveAgent into any business need.

Cons: There are no cons to using LiveAgent. I would strongly recommend that anyone who requires a CRM system uses LiveAgent.

Best program for ecommerce customer service: email and chat management.

May 06, 2018
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 best program available for managing ecommerce emails and chat. Easily split emails up into categories, created canned answers and automatic responses, implement chat button pop ups on your website. The price point is extremely competitive. The software is easy to learn. Reports are detailed.

Cons: One of the few programs where I don't have any complaints. Once you learn how to use it, you shouldn't have any problems.

Overall: Perfect solution for ecommerce customer service management.

It is FUN! I love being able to see what they are writing. It's like mind reading.

May 04, 2018
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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Comments: Did I mention that it is fun? It's fun.

Pros: The preview of the text being typed is my favorite feature. It is like mind reading. Being able to form a reply and have it get back to them quickly is priceless.

Cons: The LOUD ring when a chat opens up, but that is probably just an inhouse issue and not a LiveAgent issue.

Easy to use. Quick updates

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I can navigate through emails quickly. Sharing the workload is easy with filters. We can also view the status of each response.

Cons: There is nothing that I like least about it. There are no cons that I have come across. So far all positive.

Great ticketing system

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Helps deliver fast, efficient customer service. Navigating in the portal is user friendly and intuitive.

Cons: The knowledge base could have more themes to customize to your site with more added features available.

Customer satisfaction at an all time high

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like giving my customers a direct line to support where they can do other things rather then wait on hold for phone support. The log they provide when the chat is over also gives something for my customers to review later.

Cons: Every once in awhile we will get disconnects. I am not sure if that is due to the software or the customers internet.

Capterra-loader

Easy program to use from customer end to employee end!

May 04, 2018
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: This program has helped us to reach out to so many more customers. Our customers are raving about how easy it is to contact us, and they don't have to pick up the phone.

Cons: The badges sometimes do not work and there are periodic times when the data is down, but the customer service is so helpful and easy to get in touch with!

Overall: More outreaches to our customers and our customers love it!

Great Service for a Customer Services Team Leader

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great statistical use for a customer team leader allows you to monitor closely your colleagues. Also a great feature is the Live Chat which is not only easy to use however also easily monitored.

Cons: The only con I have with LA desk is the postpone button which then takes the message away from your screen I have used other systems which allow you to pend the email and keep this in the box.

Capterra-loader

I love using the multi channels provided with a monthly pricing which is affordable for any company.

May 03, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It has good user interface with great features.one can access the customer call logs very easy.
It also provides multlipe languages that favours a variety of users which is great.

Cons: Having 3 agents for a package is limiting to a company that wants to add more agents .It means adding more money which can be expensive.

Overall: Improves customer loyalty an services and helps expand market reach.

Easy customer ticketing. Helped improve the customer experience.

Apr 27, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: LiveAgent customer service software helped improved the customer experience and offered several customer relationship management applications.

Cons: The LiveAgent chat screen sometimes takes too long to load. Sometimes it will disconnect randomly as well.

Very easy transition and definitely helped us get organized.

Apr 23, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Has really helped organize our department.
Keeps everyone on the same page and no longer wasting time replying to emails that someone already answered.

Cons: A little complicated try to find some of the settings. Also, not able to set a time to automatically log everyone out of chat.

Great organizational tool for email and chat!

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: LiveAgent allows us to quickly see the status of all emails in the inbox. We can quickly see at a glance what emails and chats are being handled and which ones are in need of a response. It also allows you to tag messages for even further organization. I also really like the ability to add internal notes to a ticket so that we can have internal discussions regarding a particular email string. The dashboards/reporting are great and we also really like the customization options with templates for responses and setting up different rules. It was very quick to get up and running with the platform!

Cons: There isn't really much that I dislike. My only complaint is that it would be nice to have an option to receive email notifications even if you are currently online/signed in. They currently only send if you are offline, but we keep LiveAgent open in a tab within our browser all day.

LiveAgent is fun and easy with great features

Apr 23, 2018
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: I really enjoy the "earned badges" that displays what stage each agent has come to based on their customer service. I also like that we can customize almost anything in regards to how the chats are routed and the greeting for each agent to customer. I also like that we are able to see what the customer is typing while they are typing which gives us an opportunity to find their information and possibly a solution before they even hit send.

Cons: I haven't used the program long enough to find something I dislike. Or, maybe there isn't anything that I dislike. The only thing that I can think of is that it will answer a chat automatically for me and not alert me that it has done so therefore, I don't know that there is a customer waiting for me to help them which can cause a bad review for me. I also don't like that we can't change the word "Rebuke him" when asking for a review from the customer for each agent. We should be able to customize where it says "Rebuke him or "Reward him". I don't like the word rebuke and we are not all "hims".

Great chat software for businesses

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: User friendly
Easy integrated
Real-time chat notifications
Organised emails
Intuitive and customisable

Cons: What I like the least that we don't have chat invitation option it's either not there or not easy to find

Great Live Chat with and Affordable Price!!

Mar 31, 2018
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: Perfect for servicing the customers via e-mail, web (live chat) and phone and the social media integration is an added plus.

Cons: It would be nice to like a tweet when it pops up instead trying to look for it in tweetworld. That's simply impossible.

I enjoyed this software

Mar 30, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Pros: It is fast to use. It was simple and quick to point. I liked the way the software was easy to use. A beginner can use it. I liked how my elderly parents can use it. I want to refer to everyone to use.

Cons: I didn't like the size of words. It was too small. I wasn't able to efficiently perform my task. Hope they change that font size to something more readable.

This software is really helping to keep things organized within the team.

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how emails and chats are easy to find and how well they can be organized. I like the badges and levels also to help feel a sense of accomplishment.

Cons: Really the only thing I ran into so far that I don't like is the fact that you don't get email notifications when something is assigned to you if you a signed in. I stay signed in, but keep it in the background while working on other projects.

Keeps our support team organized and on the same page!

Mar 26, 2018
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
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Pros: I love the fact that our support team can now see which customers have yet to be contacted and easily pass on tickets to the appropriate parties. We now have all of our support communication under one roof, and that makes us more efficient.

Cons: So far, I don't have too many complaints. I wish we had the ability to have the software send us email notifications even while signed into the system.

We have solved our customer service issues with Liveagent, it's a great solution

Mar 22, 2018
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
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Pros: I like the variety of suscription options with great features.
Its great to have significant discounts in our account, that provide us with flexibility to add more agents in the future.

Cons: it would be great to have a granular set of permissions so we can decide which features put available to admins.
I would like more activity logs and emails, for example I add agents and I dont receive the notification via email.
I would like a reseller console so we can manage the solution on behalf of aour customers.

Overall: I can provide with my customers a simple way to provide feedback using the helpdesk solution.

A good alternative but there is better out there!

Mar 22, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: It was user friendly and allowed my staff to communicate with our customers in a timely manner. Simple to teach.

Cons: Felt overall there was better software out there. Staff had bugs and issues with the version we used.

This Software is Superb

Mar 20, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This Software is Superb. If you are looking for a tool or ways to support your business or product, then try this one. So great.

LiveAgent my communication bridge wherever I am, is exceptionally efficient.

Mar 19, 2018
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: LiveAgent is very efficient, easy to use and best of all is very simple to install, no matter what device you use. It adapts to your communication needs in real time, you can customize each conversation and if you use it for corporate purposes you can maximize it by taking full statistics of the performance history of an agent and instant messaging sessions. In short, the team will work faster and smarter.

Cons: Before installing it and later using it, I visited the provider's homepage and saw its demo. This convinced me to use it and I was fascinated. It is a very complete software and I really did not find anything that I did not like.

Overall: I have never had as much communication as I have now since I use LiveAgent.

Awesome Software!!

Mar 19, 2018
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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Comments: We are very satisfied with feature live chat, through which our agents solved the highest number of customer's requests. We made a good choice, LiveAgent is amazing.

Capterra-loader

Good software for live chatting with your customers

Mar 14, 2018
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
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Pros: Easy to use live chat function with your customers while they are online using your website. Good software to use in order to receive feedback from your clients as well. You get more interaction with your customers.

Cons: The software works well on our desktop computers. However, it has some hiccups when running on certain mobile devices. They have a support center which we have used to solve some problems.

Overall: The software allows us to get more interaction with our customers while they are online browsing our website.

Nice app

Mar 14, 2018
4/5
Overall
4 / 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: I like that application. It is really good and its integration other apps. We have used this product daily and it was good experience.

It works pretty nice

Mar 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It works pretty nice. Excellent customization. Very flexible options. Easy to use Many features Reliable, updated every almost every week

Cons: A few bugs in the free version. Also, in order to continue you have to pay for upgrade. Mobile app is a bit dated and lacking in features.

Great chat company tool!

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I love the badge system, which generates competition between colleagues. Also I really like the fact you can see what the customer is typing as they write it out, this helps us get their answers together before they press send. We can manage all our companies and contacts from one central point and the best part that you can manage It from everywhere.

Cons: You should improve maybe the user-friendly and simplistic dashboard or create like a box to make your indicators as you want.

Good tool when requiring a high level of communication in the company

Mar 13, 2018
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: When our director began to show us everything we could achieve with Slack we were eager to use it instantly, and we were not disappointed, the truth is that it is a tool for internal communication that we needed for a long time, since we have managed to improve and optimize the work

Overall: We just do not have words that go against this application, it has facilitated communication and has even helped us to develop with people we did not know well.

This software is the best when you want to connect and understand your customers in a better way

Mar 13, 2018
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: At the time of continuing to grow, we needed software that will help us to follow up on the demands of our customers, and thus provide a better service based on the recommendations

Overall: I am very grateful to the company that has created such a useful tool for an e-commerce

Everything that we need

Mar 12, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: All-in-one suite; I have everything that I need to get the job done. And my team as well. I recommend it.

Cons: I don't have anything negative to say off of the top of my head. I guess if you're forcing me to write something, I'd say there are some aesthetically better laid out programs.

Overall: I can get all the services I need all wrapped in one.

The customer service has been very responsive

Mar 06, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I love the fact that we can see what the customer is typing while they're typing and that we are able to prepare better for our response.

Cons: I'm still getting use to everything so I do not have any cons at the moment. I would like if the reports are fairly easy to generate, however, I have not gotten that far yet.

Extremely user friendly. I am able to assist in a prompt manner.

Mar 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: What I like most is the feature that shows what is being typed in on the other end and the link that is provided to see what website the customer is viewing.

Cons: I've noticed that when I pick up some chats it does not have the preset message asking how I may assist them.

Hello, my company was using Zendesk & recently started using Live Agent. So far I really like it.

Mar 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to see what the customer is typing before-hand. Very handy. It gives me the chance to look up answers for the customer.

Cons: It's hard to explain but I'll try. We use a queue to answer customer questions. 3 people share this queue. Sometimes it rings, and we try to grab the call and it's gone. But then we check a few minutes later and the call is actually there. It's very odd.

Overall: It's a great product and we like it so far

Overall a good platform/experience

Mar 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like the option to have chat/email/phone all in one. The set-up is fairly straightforward and user friendly.

Cons: Would like more options for phone software integration, their customer support via chat is very scripted and not necessarily responsive to the exact issues

very interesting product

Mar 05, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I buy your software for easy Telephone from web to our customer, and chat.. all in one. Your support it´s great.

Cons: For me as a people who work with this software at first time it´s setup easy hard. But you have great support to solve this.

Overall: all in one

Everything is in one place

Mar 04, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It is quite easy to navigate, like that there is possibility to postpone tickets and move them between departments.

Cons: There are no "chat translation possibility". Sometimes i is hard to change from chat to emails, would like to have it already in one page, where i can see incoming emails while a chat is open. Refreshing the page, to see if any emails came, is also a minus.

User friendly

Mar 02, 2018
5/5
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
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Pros: User friendly and easy to navigate. I like how you can see what a person is typing before they send the chat.

Overall: Hires!

One of the best chat systems

Mar 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Queuing of all chats, something not found in many others. ticketing and departmental rules and very reasonable pricing

Cons: the reports system could be a bit better. its cluttered and not that sensible in the first look......

Super easy, super flexibility

Mar 01, 2018
5/5
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: Free choosable text snippets. Free choosable answers. Super easy configurable automation mechanisms with rules for bigger flexibility.

Overall: I have more time for the important thinks I can focus on now.

Its been easy to use and catch on to!

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I love how convenient it is for a quick question to answer from driver to a recruiter. It saves a lot of time from the phone to answer something that we can on here. I also love that we can see what they are replying as they type so we can start working on responses!

Great. Easy setup, great functionality. You can do so much with the desk.

Mar 01, 2018
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 would have to say the best experience is with Customer Service. They are so helpful. I love so many of the features. Postponing, notes, transfers, and that everything can be in one place.

Cons: There are a couple features I would like to see... but there are some work arounds for now. I am also glad internal calling will the a feature soon. Our CS team is so excited.

Overall: Everything in one place. No more jumping from email, to calls (skype), to LiveChat. Everything is all in one place.

Easy to use

Mar 01, 2018
5/5
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: shows us who's doing what, shows leader board of who's done the most of what, allows for separate departments,

Cons: Can't copy and paste screenshots, if one person answers call all others listed as missed call, deletes entire e-mail if you switch departments,

Great software, very customable but not always easy to do

Mar 01, 2018
4/5
Overall
3 / 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: All the customization availables, all the features and the report section is also very usefull to follow up on who's working on what and where.

Cons: Some customization are harder to do and understand, they don't work all the time (Rules, SLA, etc.)

Overall: Easier to get customer to contact us and we can now rank the quality of service we are providing.

Intuitive, Simple Setup, Customizable, Easy to Use, and Cost Effective!

Mar 01, 2018
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: Everything is customizable and intuitive. I was able to setup several chat buttons, forms, and users within 15 minutes and had it up and running immediately. The onboarding was so simple and required little to no programming knowledge. Customer service is stellar. Our agents are really enjoying using this product.

Cons: We have not run into any negatives yet! This has actually replaced a 3rd party chat option that we were using previously and saving us a lot of money for more functionality.

Live Agent has simplified our work experience by organizing our customer service department

Mar 01, 2018
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
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Pros: I like the fact that it makes it extremely easy to redirect calls in a customer service setting, archive emails in an organized manner, and also have solid up to date stats on call volume and customer service volume in general.

Cons: My least favorite part are the load times that you can sometimes experience is a bit long, and also the notifications sounds are extremely loud and cant be adjusted without adjusting actual internet browser settings. Also at times, calls seem to be missed that never ring and the chat can freeze.

from my point of view i think for sure that it's a value for money product and i vote for it

Mar 01, 2018
5/5
Overall
4 / 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 structure and the functionality are great ! also customer service helps maximum in order to understand and set the application as you need

Cons: my opinion is based on our's team leader experience which he is very satisfied with the product and your services

The reporting is great, and the off line tickets

Mar 01, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The biggest pros for this software are the chat invitations, Off line tickets, and some good reporting.

Cons: The cons for this software is it needs additional chat invitation options, needs to reach accessibility standards, and additional reporting features to help us integrate the chats with our CRM to reflect dollars.

We love using live agent for our customer service on our new website!

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It's user-friendly and is a great way to communicate with our customers. We have had good feedback on this system as well.

Cons: The website is slow could use a faster system. The website takes a long time to load and creates a lag time with response to customers.

The overall quality is very good and everything were perfect about the features and funcionality.

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The customer support was professional and instant. Overall the CS was very good and helpful. Derseved five stars!

Cons: I would like to have bigger access in the system configuration in order to interact better with each other based.

Easy to start and fast support for signing up

Mar 01, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is easy to start with, relatively simple to set up. After starting a demo I got a simple guide on how to get started. It also lets me set up some automated actions and monitor overall customer support flow for my company.

Cons: It has been a bit hard to figure out how to add a custom language and after doing some translations it seems it has not loaded so I have to look into this even more. Need to use the Estonian language on our chat interface but at the moment it looks a bit hopeless.

Overall: These are still going to be coming. Have been using it for a month only.

Creative

Mar 01, 2018
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, you can find a solution almost for every matter, customer service of live agent is great and willing to help you no matter what

Cons: that agents are able to delete and spam emails. as an admin when i create folders at tickets section i would prefer to affect all agents

Simplicity

Mar 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Variety of languages, variety of functions and the non sophisticated way of usage. The app almost has everything an agent needs

Would certainly recommend

Mar 01, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Everything I need comes through the same place. I don't have to search around looking for various things. The ease of accessing aspects and the layout is great.

From an admin point of view LA Desk is very easy to use and set up.

Mar 01, 2018
4/5
Overall
4 / 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: I like that you can have more than one department and most things are kept separate. Easy for users to operate and connect too. Very customisable with the exception of the New ticket tab.

Cons: The least helpful part is the new ticket tab. Would be excellent if a new ticket could be raised from within the department that is being worked on rather than having to choose from a list can impact business continuity.

Overall: more for your money, so cost effective ease of use.

It was quite easy to get it up and running. The few problem we had were solved within minutes!

Mar 01, 2018
4/5
Overall
3 / 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: It's great to have an anmost out-of-the-box helpdesk solution without having to do too much configuration stuff. We came from an outdated ORTS system that was way to complicated for what we are using the software for! Thanks for the great work!

Cons: We'd like to see email notifications also for logged in agents without having to setup automation tasks to achive this!

Overall: Easy to use helpdesk!

Amazing experience. All-in-one dashboard make everything easier!

Mar 01, 2018
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: 1. Easy to setup
2. Easy to manage multi-channel (i.e Email, Facebook, Twitter)
3. Easy to get calls from Voip
4. Postpone tickets (yeah, this is amazing!)
5. Fast support

Cons: No cons until know. And I'm just like to have more tools/options to edit front-page of the helpdesk.

Overall: Easy to manage multiple requests, and multi-channel support.

Live Agent is great support and customer service tool.

Feb 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1.Live Agent is powerful, simple and intuitive
2.Its very good in managing and handling queries
3.Very well integrated with social media management
4.Easy to use
5.Customisable reports
6.Great Value for money

Cons: 1.Mobile app is not impressive
2.There are few issues still exists
3.Allocate each customer to specific person is difficult
4.Customer support for technical issues

Overall: Live Agent is great support and customer service tool.

One of the best chatting application

Feb 25, 2018
5/5
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
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Pros: I've been using the application since a year and is really amazing especially for office purpose and home.

Overall: The best application to communicate in between groups and one to one

This is an indispensable thing for technical support specialists

Feb 17, 2018
5/5
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
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Pros: Specialists working in our technical support, with the introduction of Live Agent, significantly reduced the processing time of one application. Agree that it is very important in the modern world - to save the client's time.

Cons: From time to time the client hangs and requires a reboot. It seems that this is not so terrible, but I'm afraid that some valuable information may be lost. However, while I did not notice such problems.

In Live Agent there is something that is not in other messengers

Feb 15, 2018
5/5
Overall
4 / 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: We have a small growing company and we value the opinion of each client. Therefore, we appreciated the call recording function. It helps the operators to understand if all the problems and queries are solved, what moments in communication should be corrected in the future.

Cons: There is no possibility in Live Agent (or maybe we did not find this option) to assign to each client a certain operator. Such an approach would make communication even more productive.

A great software

Feb 15, 2018
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
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Pros: What I like about Live Agent is that it enables you to react to messages, tickets, visits, messages from web-based social networking all from one place. You can make predefined answers for a superior work process and a quicker reaction.

You can likewise administer crafted by each help specialist. You can perceive how long every specialist functioned, what number of tickets he replied. You can dole out tickets to a specific operator to take care of a client's concern or dole out it to a division.

Cons: I had a few issues to setup my mail accounts and here and there it requires a significant stretch of time to refresh a few information, for example, the quantity of tickets replied by operators. Luckily, you can contact their help group and they will react instantly.

A real plus for help desk support

Feb 10, 2018
4/5
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
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Pros: LiveAgent is a great helpvdesk support tool. The application seemed pretty easy to learn and grasp.
The solution comes with email support, live chat, and social media integration (Twitter and Facebook). Some of the other useful features are file sharing, contact forms, gamification, statuses, POP3 accounts, etc.

Cons: This one con does not affect the overall impression of the software but the mobile app interface could use some improvements, though it is still good to work with.

Overall: Help Desk Support Boost

A good option for chat

Feb 09, 2018
5/5
Overall
4 / 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 larger competitors of this application offer more functions, but we chose the Live Agent because of its ease of installation, configuration, and the ability to save conversations in both text and audio.

Cons: At the beginning of the application, we had some questions. Unfortunately, tech support did not work as quickly as we would like.

Live Agent is a real assistant

Feb 09, 2018
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: Previously, I used another client to communicate with users. There, whenever you need to see new calls, you had to update the page. In Live Agent, everything is much simpler, but at the same time, functionality does not suffer.

Cons: Problems for the entire period of using the software, neither me nor my colleagues were found. And this is excellent!

User friendly and very interactive

Feb 01, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the fact that each team member could se what the other was working on. This really eliminated confusion at the time and is probably the best selling point for me.

Cons: I had was issues with my mail setup however the fact that help was readily available really buffered the ill experience.

Overall: apart from easy customer interaction, I found that team interaction was also good which was excellent as we don't all operate from the same physical building.

Easy to use and manage, a great fit for a ticketing system

Jan 24, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: There's a huge array of options and customization available to fit your needs and budget. We were able to select all the features we wanted at a very affordable price.

Cons: Setting up the knowledgebase categories/pages was not intuitive. There is a learning curve involved with the backend.

Helps Deliver Top Notch Customer Service

Jan 24, 2018
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
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Pros: We love the user-friendly interface, quick set up, and that it was so easy to configure. It has dramatically reduced the time our customer service team has been able to respond to customers. It offers everything from chat, video, phone, email, and more to respond to our customers. We have seen an increase in customer satisfaction as well as less stress on our customer service team. If your business is built around customer service, I highly recommend this software.

Cons: The feature that I dislike the most is the ticketing system. It does not allow you to merge tickets which creates multiple tickets for the same issues. Numerous email notifications will be sent out referencing the same ticket/issue, but we have to add notes to all of them. It gets very tedious at times especially when you work in a service industry.

Also, the mobile isn't really useful. A customer can interact on mobile, but we are unable to receive messages on moble or text. Although, the customer is able to text. This would be a really useful feature to have enabled.

Overall: Dramatically reduced the time our customer service team has been able to respond to customers, increase in customer satisfaction as well as less stress on our customer service team.

Awesome program!

Jan 24, 2018
3/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I love how great this works around the work place and school! It's great to connect with and it's easy to use for everyone

Very easy to use. Perfectly helped us to manage all incoming requests from customers via e-mail

Jan 23, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: bulk editing of multiple fields in ticket;
list contains multiple filters;
possibility to assign Pause status;
display of number of assigned tickets in tabs;
establishing Call-center based on Twilio;

Cons: Ticket list in Live Agent has two views: standard with a list of filters, and alternative with faster ticket editing. This reminded me of Apple Mail.app as it displays letters in a similar fashion. I couldn't configure columns to be displayed in the list and it looks like there's just no way of doing that.

Overall: Altogether, I would recommend LiveAgent to anyone who is looking for a good and easy-to-use helpdesk software. Keep up the good work!

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
Likelihood to Recommend: 9.0/10 Not
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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.