LiveAgent Reviews

In addition, the analytics and reporting features have given us valuable insights into our customer service performance. We can track response times, customer satisfaction ratings, and other important metrics to help us improve our service even further.

One of the things I appreciate the most about LiveAgent is its multi-channel support. We are able to handle customer inquiries from various channels such as email, phone, live chat, and social media all in one platform. This has not only improved our response time but also made it easier for our team to collaborate and resolve customer issues quickly.

The live chat feature has also been a game-changer for us. Our customers love the convenience of being able to chat with us in real-time and get their questions answered immediately. The chat widget can be easily customized to match our branding, giving a professional touch to our customer interactions.

LiveAgent offers an effective ability to integrate multiple contact channels into a single platform. LiveAgent can transform the way we handle customer inquiries and issues, improving our reputation and loyalty.

The live chat feature is invaluable as it allows us to interact with customers in real time, resolve their issues immediately and increase conversions. Ticket automation makes it easy to handle large volumes of inquiries without losing quality of service. In addition, integration with our e-commerce system provides us with complete customer context, enabling us to offer more personalized solutions.

Although LiveAgent offers many advantages, the initial setup can be complex and time consuming, especially for less technically experienced teams.

LiveAgent is an effective tool for managing support requests, which adapts very well to our specific needs optimizing operational efficiency.

I like its ability to integrate different communication channels such as email, live chat, calls and social media in one place. In addition, LiveAgent offers an excellent workflow automation feature, which allows you to create custom rules to automatically assign and prioritize tickets. It offers activity auditing and detailed logs, which are critical for traceability and compliance.

While the platform offers useful integrations, the initial setup can be somewhat complicated and requires time to tailor automation rules to specific needs.

I think it is really useful and a cool website that’s really easy to use and saves me so much time.

Easy to use and has a free trial and is really useful and helps me bring all my customer interactions with an all-in-one help desk solution.

Sometimes I just get confused while using but that rarely happens.

We use the LiveAgent with email, WhatsApp and livechat.
Definitely livechat is the best performing on the site, but we also do well with TAG, customer registration, notes.

We work optimally as a team. Customer service is always very helpful, and we find it convenient to be able to check the progress of agents on live chat.

We would like it to be more optimized for WhatsApp and have statistics related to agents working on chats.

Easy to use option. Is not as robust as something like a Drift or a LiveChat but offers plenty of features, as a stop gap in between solutions.

Easy installation. Multiple connections plugins, from social media to websites. Tag features allow you to easily sort various conversations for reporting.

Interface feels outdated. Social media connections are a la carte, and cost more.

Keeping it simple and to the point. Efficient and does what was promised.
It ensures the staff are on point with their work ethic and they will know if they are not.

There is no doubt the ease of use of LiveAgent, dashboard accessibility and reporting keep one in touch.

I think it is a difficult one... perhaps i could say the initial search for the tutorials was a bit slow but once i found them, all good.

There's huge bang for the buck here and a lot of great features to grow with a business. Even at the entry level, I can support customers wonderfully and seamlessly. I love how even if we're not online and available, that LiveAgent knows to move it to a messaging support so no one gets left hanging because I forgot to click a button. I can't wait to dig into the Knowledge Base feature - a huge plus. Only shortcoming is that we need video/screen-sharing/co-browsing support for our customers. While I'm glad that there are integrations that will cover this off for us, I'd much prefer to have everything go through a single subscription.

Customization, excellent free-level features, notifications, iOS integration, customer info for record-keeping, status options, tags - great functionality, offline messaging is awesome! Knowledge Base will be tremendous when I get it set up.

A little confusing with the online status. Might be user error or just learning curve, but finding that sometimes my offline messaging button appears when I am online. Interface and some support document wording seems to have been translated to English (sometimes poorly).

LiveAgent gives me the ability to provide closer technical support to my customers as I can have live conversations without having to share private phone numbers to contact my customers, but can simply follow up through tickets and through the email for which the client will never lose sight of me nor I him until the case is simply resolved and it is closed when everything is over.

It has also been practical to be able to use this platform to free up workloads since all tasks can be divided into different agents without having a single person do all the work, thus having better work efficiency where everything is kept organized and clearer. so that there are no problems or barriers when managing the tickets of many users.

So, this platform is excellent for the e-commerce of any company, and it can be implemented with multiple website editors and also with other types of platforms such as Salesforce for better customer management and sales. Lastly, if I wanted them to improve, it is its mobile version for greater practicality and mobility since I am currently a very active person who is always in various places and it is more comfortable for me to use my mobile phone than my laptop.

* I like that it is at the top with the integrations with other platforms of different categories, so it is seen that it is a very polished section because I do not have to learn so much from the documentation of or API or how its integration with other platforms works since everything is done so that you don't have to enter code to make everything work and automations can be done. The integration that I apply the most to my day to day is to be able to connect WordPress in order to automatically create tickets and have a complete tracking of the different problems or doubts that different users have when entering a website which I have indexed the integration with this platform. This and many more integration methods I currently have to optimize my work and make everything flow more naturally and easily.

* It is ideal for small businesses that want to take to a professional level the resolution of problems that they have with clients, which can all be managed very easily, any company that wants to start using this platform can choose to use the free plan that has with several functions available that can carry out a correct ticket management to follow up on problems or doubts from customers. With this platform, it can be scaled very easily without wasting time in acquiring a payment plan since it allows the free trial of advanced plans for up to 30 days, so if you want to see the performance of the features offered by the selected plan, this is It could be done before purchasing a plan and knowing if it is going to be profitable or not to be able to upgrade the current plan that a user has.

* The possibility of being able to group the tickets is nice since the tasks of responding to the requests can be divided into different agents depending on the qualities of each one to solve a problem. By doing this, you can have more efficiency when providing technical assistance to a user without the agent having problems when trying to resolve any doubt or problem. That is why for me it is very useful to be able to divide the tickets depending on the doubt so that it is a more efficient job and in the event that an agent is saturated with the same problem, I can apply optimization techniques so that users have instant solutions to the doubts they have.

* It is overwhelming how the conversations are organized since everything is separated by tickets instead of the solution being able to group the conversations of the same client. Also a good option would be to group different tickets in the same "client" so to speak, it is understandable that different tickets are created to handle different problems for different users and thus have a better order when following up on a specific case, but in order not to have a large number of tickets for different problems but for the same user or client, it would be better if they were grouped for a single person and thus have better management, therefore the different problems can be tracked separately that a user can present and also that everything is more orderly.

* I don't understand how the mobile app is a mess and with this I'm not just talking about the Android version as LiveAgent for iOS is also a total mess so it's not worth tracking through my phone but everything I have to do it through my computer's browser, making the job more tedious and slower. I don't understand how the browser experience is so good and modern with virtually no issues, but the mobile app has crashes, and the app is so outdated that it seems like the developers don't remember that they have to update and implement in the app mobile the improvements that your website currently has.

* I don't like the marketing you have on comparing prices to other platforms in the same category of software. By this I mean that on its website it mentions that per user it is the cheapest of all the competition, but if it is detailed in more detail the comparison is based on the free plan of this platform, making the comparison a bit "unfair". So to speak since you are only comparing prices but not features that it offers with respect to the published price. On the other hand, but speaking of the same point, as I mentioned, this platform shows the basic plan, but if you choose a higher plan, it would be more expensive compared to other platforms that LiveAgent shows on its website.

We are delighted with LiveAgent, and every day we are discovering new and very useful features. I was interning at a large company, which had super expensive ticket management software (5 digits), and, I am telling you, LiveAgent has nothing to envy with that expensive app. LiveAgent is even easier to configure, you can very easily create notifications, you can add agents to the ticket, can unify and divide tickets, can create tags to label the tickets, so you can filter them on the reports.
To summarize, it is very intuitive and easy to use. In one place, you'll find all the info regarding the app, invoices, tickets, and reports, and the communication between agents and customers is very fluid and easy. Furthermore, LiveAgent's support team has always offered to help with any questions we've had. WE RECOMMEND it 100%."

The application gives you freedom to configure it to your liking. You have all the application information in a single location, such as invoices, reports, tickets, etc.

The graphical interface of the application could have a little more vivid colors.

Very happy, great value for the money. LiveAgent offers countless options when it comes to automation, and the amount of time saved with this SaaS software is incredible.

I like using different customer service channels and social media platforms to initiate and retain customer relationships in a single application.

I would love to see more integrations & improved Android app.

I have not had any issue with customer service or the chat that I use. Everything has ran smoothly. I would highly recommend live agent to other business owners!

I love that they are affordable for my small business. I love that have a lot of different features. Love that customer service is quick to respond back and solve any issue or question I may have.

I don’t have any cons to report not at this moment. Everything is running smoothly and easy to use.

Overall, I find LiveAgent to be a reliable and versatile help desk software that can help you improve your customer service. It has many features and integrations that can be tailored to different needs and preferences. It also has a reasonable pricing model that offers good value for money. I would recommend LiveAgent to anyone who is looking for a comprehensive help desk solution.

The free plan that includes many features that can be useful for individuals, teams or companies that want to try this platform. Such features are: a live chat button, an email address, and a phone number. This is ideal for small businesses or startups who want to test the software before committing to a paid plan.

Using the interface makes it easy to manage tickets, chats, and calls. You can also customize the appearance of your chat widget and email templates.

The ticketing system is powerful, allowing you to automate ticket routing, assign ownership, transfer tickets, and set priorities and statuses. You can also create canned responses, rules, and tags to speed up your workflow.

LiveAgent has a built-in call center that allows you to make and receive calls from within the software. You can also record calls, create IVR menus, and route calls to the correct agents.

LiveAgent has a social media integration that allows you to connect your Facebook, Twitter, Instagram, and Slack accounts. Social media messages and comments can be monitored and responded to from within the software.

It has a knowledge base feature that allows you to create and publish articles for your clients. You can also enable live suggestions as your customers type their queries.

It does not support the chat to SMS feature, which means you cannot send or receive text messages from your customers.

There is an extra charge for social media integration, which can be expensive if you have multiple accounts.

LiveAgent doesn't have a native mobile app, which means you can't access the software from your smartphone or tablet.

The general experience that I have obtained with this platform has been really optimal, it is being used by more than 10 sectors within the company with the main objective of attending to all the requirements of the clients, and vocations we have few agents working for the attention of customer requests, however thanks to this platform we can divide the work, and divide the number of tickets to attend during a specific time. In addition, with the help of this platform we have also configured the customer service time during live chat, we have scheduled a live chat opening time and a live chat departure time, so that customers can contact us at a specific time. . That's good customer service, it has also provided us with really useful features at a very affordable price, we have not had to pay high fees to enjoy all the customer service functions, in addition, we have been able to have real-time monitoring of the status of the tickets, to know with that attitude which ticket and which tickets remain to be attended. I hope to continue having that optimal experience, since this software is one of the main ones within our company, it is really very important to achieve correct customer service every day.

LiveAgent is the perfect platform to have a correct administration of all the support tickets of your company, a company constantly receives various tickets with requirements from customers and website visitors, with this platform you will be able to control the great mass of tickets that receive within your web page, you will also be able to give a much more optimal support to all clients, attending to their requests in real time, and managing to close cases of requirement in a matter of minutes. The thing that will draw my attention positively on this platform are:

1.- I love having an optimal administration of all the tickets, with the help of this platform I have been able to manage the status of each one of the tickets, managing the attention of each one of them, as manager of the project sector, I have been able to transfer all these requirements towards custom agents from the other company as well as optimal project accent agents that can handle specific requests so I'm really happy with the ticket handling system because I can break it down into the number of agents that are connected at that moment, thus achieving that the tickets are resolved in a matter of minutes.

2.- The notification system of this platform is also optimal, I say this because this platform sends immediate notifications and warnings to the inbox that you have associated, as well as to all the devices that are using that account. I love this notification system because in this company we are not attentive at all times to requests that we receive, so it is completely beneficial to receive immediate notifications, to know what the attitude is like when we receive a new request for a doubt, to serve all customers in record time.

3.- The application for mobile phones also works wonderfully, you can attend to all the docks simultaneously, so you can view the tickets that are being attended to in real time by one of your agents. The mobile phone application is extremely complete and they offer you the same experience that you get from the desktop version, so you do not have to worry and you can manage all the requirements of your mobile phone, it is not necessary to use your computer.

4.- LiveAgent offers an excellent live chat system, with which you can meet all the requirements live from your website, linking this platform to our website is quite simple, and this chat is really optimal for life that allows us customize the interface of it, we can customize all the colors within this chat, as well as we can customize the general interface of the live chat, to achieve needs.

I have never presented any type of failure during the use of this customer service platform, I have incorporated it with my website and I have been able to have correct customer service without any type of interruption, in addition, the friend ticket system worked perfectly. Optimally, it has never given any type of error during customer service in real time, in addition, it has also been able to provide us with an excellent monitoring system for our inbox, to attend to all the emails sent to us by other fronts. I am grateful to this system because it has worked optimally and has not given us any type of error within the two project sectors, and we are happy because it has provided an excellent customer service system. I hope that this platform continues to work without any errors, since I really like it very much and I like that it is incorporated during all this time within our company.

Generally a great system to use on a daily basis as part of a team.
Great that eat email thread has a unique code which can be easily looked up.

I like the fact you are able to integrate numerous email inboxes to it and assign each agent emails.

When searching for past emails it can sometimes get a little confusing ensuring you select the correct filters, otherwise you will not find what you are looking for.

It enables us to develop a novel and dynamic method of user engagement. It provides excellent visibility and insights into user behavior, as well as the ability to learn from your customers and prospects on the website.

LiveAgent provides a comprehensive set of tools to help you implement live chat services on your website. One of my favorite features is location reporting (which shows where the user is in the world), as well as the ability to push a chat invitation to the user as they browse your website.

The only disadvantage I've encountered is the requirement to log in to your account frequently in order to keep the account active. I dislike having to set a reminder to log in for fear of having my account deactivated.

It has all the features that you would expect from a helpdesk software plus great support. It also comes with lots of other functionalities.

Having all tickets (and chats etc.) pertaining to one specific customer in one place (regardless of which agent and when tickets were created) is very helpful. The software we are currently using does not do that and it takes time to find information in previous tickets.

This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons.

LiveAgent is a really easy to set up tool which helps us a lot in our day to day work. It takes a lot of work from us and offers a really simple but great overview about all your problems. It is very beneficial and worth its money for sure.

To support live chat services on your website, LiveAgent provides a full toolkit. Location reporting, which displays the user's location in relation to the rest of the world, and the capability to push a chat invitation to a user as they surf your website are two of my favorite features.

The need to periodically check in to your account in order to keep it active is the only drawback I can think of. For fear of having my account canceled, I detest having to set a reminder to check in.

Easy to work with for everyone in our team. Saves us lots of time and trouble. Nothing is lost, thats something we like most.

Easy to use the software, nothing is lost, we have a really good care of our customers thanks to this software.

Could not find any cons to be honest. We love the software.

Excellent support, nice contact, pricing comparatively cheap, already recommended it to other companies.

Excellent software, no bugs, very stable. Does everything it promised.
We can not work without it anymore.

Always ideas how to improve and further develop it, i am sure it will come soon.