LiveAgent Reviews

We're not too sure if we will continue with this service at the current time as we are only a small business but it has been a eye opener for ways to streamline work and keep everyone in the loop.

Reminder notifications about new leads are a nice touch and making customer service a lot faster and easier to maintain, haven't had any connectivity issues and it's very simple and easy to use!

Doesn't show you how people have found you or where they have been referred from and IOS doesn't seem to agree with it all to well.

I can highly recommend LiveAgent to all companies that are looking for great help desk software for relatively low price. The support portal has a lot of information, so in case you would need them, you can find them there. The customer support is also very helpful! :)

The live chat of this help desk system is absolutely incredible. Its super fast, highly customizable and has a lot of cool features. One thing our agents love the most is the ability to see what the customers are typing even before they send the message! Price is also strength of LiveAgent as it is affordable for all kind of businesses

So far I do not see any bugs or cons that I would like to address. Our satisfaction has always been high. It works smoothly.

After using our own support solution for nearly 3 years and struggling with it to keep it updated with latest trends, we started looking for cloud based support desk and after some market research we landed on to LiveAgent, after grilling the sales team for almost a week and trying demo's we finally closed LiveAgent and have never looked back , the support team is super friendly and ensures even smallest of queries are attended with utmost care.

We achieved our ROI in just 3 months and our efficiency has almost tripled up due to LiveAgent.

-Ability to link multiple emails at one place which helps understand our users better and help us identify them in more better way which helps us in easy cross sales.

- Linkage of all social inboxes which means we are omnipresent for our users everywhere thats Facebook , Twitter etc.

-LiveChat and Knowledgebase which ensures us to solve our user issues faster .

-Integration with almost all industry tools especially Mailchimp and Zapier gives us endless possibilities.

-WhatsApp Business support is not there but team has assured it would be inculcated soon.

-Support for Indian languages esp Hindi is missing .

Years ago our team where using various other support systems. since we found LiveAgent and made the switch we have literally bootstrapped our customer support in many ways.

simple and easy to use with tons of integrations. our agents are more than happy with LiveAgent and their apps.

Nothing really to mention re CONS as the product is as advertised.

I really like it as it allows my customers to reach out to me easily. It also have helped reduced support tickets as our clients are now independent!

It has been amazing as a place who allows me to host all my support video online and it allows me to create wonderful support library for my clients.

I think that it can have a better ui but honestly, that isnt a big problem.

I have tested a few CRM and LiveAgent is just the Best.
Overall High Rankings in all functionality.
There Support Team is Awesome, My VoIP Service Provider was not on there support list and they went the extra mile to get my local VoIP provider supported.
I recommend LiveAgent.

I have been using LiveAgent since September 2016 and i have not looked back since. Awesome CRM System.

Does not support WhatsApp and sms communication.
No real Cons

Overall my experience of LiveAgent, and their support of customers has been wholly positive. My use case is basic so I can't comment about all the features and uses of LA, because I don't utilize all that's available. It has certainly delivered all I required from a support desk and more.

Liveagent is intuitive, easy to set up and fits my needs perfectly. I particularly like the ability to create response templates which saves me tons of time. I used to sometimes miss communications, but LA has made my whole support system watertight.

I have had no issues with it since starting using over two years ago.

This is an invaluable software for my team, especially when it comes to website maintenance. We work with several agents across the globe, so LiveAgent’s ticketing system allows us to stay on top of our work no matter what time it is.

Very intuitive system. Extremely powerful when used correctly. It saves our team many hours and keeps us organized.

The interface is a bit dated but it does the job.

Huge improvement from Freshchat. They have the base features we needed covered and were easy to setup.

They handle offline tickets really well, which was a big concern for us. It was also super easy to get setup and the team started on answering chats. We were using Freshchat and it was horrible. Wish we would have switched sooner.

Isn't the cheapest and you need to upgrade to get access to stuff that i think should be in the lower tier.

Overall this software is great! Being able to see staff workload, tag issues from suppliers so that we can track volume, the whole team being able to work within the same system and additional features such as merge ticket and postpone ticket make tracking and response times much better. I feel that live agent has given us the opportunity to provide our customers with a better experience.

Great features with this software such setting up rules for importance for response times, and allocating tickets to folders and users. The ticket merge feature is really useful for the customers and suppliers who don't always follow in the string about the same issue, so nothing is missed and there is no confusion. Being able to postpone tickets means that we don't have to worry about forgetting to chase anything, and having everything in one place has improved continuity.

There aren't actually many cons with LiveAgent. The main couple being that when you are already on a call you can't call out at the same time within the system. The line breaks in the forwarded tickets also makes it a bit tricky for suppliers to follow the chain.

It was a great decision to move from emails to LiveAgent. We are no longer concerned that some important conversations got buried or stuck with one of the team members.

The user interface is similar to email so it's easy and intuitive. No much on-boarding/training is needed.
It helped us assign tasks to different departments/team members.
Any member of the team was able to see the progress of conversations and keep it going with the our partners

When forwarding a message to an email, the formatting is a bit messy.

In short; fantastic. LiveAgent is really focused on keeping their customers happy, so makes sense they created software with a focus on keeping your customers happy.

* The automation tools are a huge plus
* Technical support via their online chat is amazing
* Their starting package gives you lots of tools
* Upgrade packages can help to use one software for almost everything

* So many features, sometimes I don't even realize the amazing tools available to me through LiveAgent
* No undo button when replying to emails :P

Simple and very complete solution for every kind of company that needs an efficient ticketing system.

Very easy to use and very complete solution for our company, integrations with other platforms are easy and fast.

They can simplify the merging system and also the rule system can be more user friendly.

Wonderful - Our Whole team of 3 simply loves the tool. I can highly recommend LiveAgent to all companies that are looking for great help desk software for relatively low price.

-Easily manage all of your customers concerns in one dashboard.
- The tags are a useful way to organize tickets and are very visual as well for those who like to see what's going on.

Can't say there is anything I dislike about this software.

In the overall I would say that I absolutly recommend LiveAgent to everyone who is searching for a good customer service software. You will for sure like it.

- Easy-to-use interface
- Much better customer service due to a better internal organization
- Setting priorities for your tickets

- The iPhone app could is improvable. There are a lot of functions which are only available in the web app.

Very happy with how we have grown with this product and how the team have taken to using the product.

The ease of which we were able to integrate the API v3 system in to our site, this is a major step forward for us and has removed the errors we got from our previous system where it was email based.

The I-pad app needs a little bit of work to bring it up to the web based version status.

I am user of LiveAgent, in huge company we are using this software.

Also I use LiveAgent for my own business.

LiveAgent is most user friendly service for customer care.
The are a lot of tools, which I can use for supporting my customers in one place.

Email support, real time live chat support, ticketing system.
Also, I am happy to use tagging system for statistics.
LiveAgent allows to monitor my agents in real time, worktime, chats etc.

Mobile app is poor. Also I will be happy to see a desktop app.

Great overall experience, a positive move forward from the system we had previously. I would highly recommend to any business with multiple staff members needing access to the same information.

I really like LiveAgent, it is easy to keep track of everything and we can see all history from each customer in one place, it also means the whole team can see exactly what has previously been done with an existing ticket.

Not being able to make a call while a call is on hold.

Easy to use and very fun to work with!

It really helps me to organize my day to day tasks and allows me to perform them in an efficient way.

Unfortunately, the only thing bad is the login experience. I can never do it at the first attempt ::(

We switched to LiveAgent from a competing help desk about 6 months ago, and we couldn't be happier. We use the software every day, and we have never had an issue with it. It is a very dependable software — we've never missed an email from a customer (verified through our gmail accounts connected). I would definitely recommend this product to anyone with B2C needs!

The overall dependability is great — we've never had an issue with our customer communication being lost. Other features we use every day are tags which help us to keep our tickets organized by category, as well as the knowledge base which is a simple way to offer customers information at their fingertips.

It would be nice to have a direct contact when we have questions, though the chat feature on their website has worked fine when we've needed it.