LiveAgent Reviews

Overall is a very useful tool that runs smoothly and is ideal to support the customers through chat or email. I strongly recommend it.

User-friendly and reliable tool to help customers, I like that you can create filters for the different type of tickets you might have.

It bugs when login, it could be improved. Also, add more customization would be good.

Value for money it's the best ticketing system out there. It's not perfect but no ticketing system is really.. for me personally it does the job because it has all the features I need.

Very affordable, quite easy to set up & use. The tags, rules & time rules are brilliant, once you learn how to use them properly you can easily get statistics, create folders and auto-assign the tickets.

Can also generate leads from facebook & email, and integrate with VOIP phone and you got all the recorded calls on the ticket.

On top of that you can add notes & postpone as much as you like so you don't miss anything.

Price is very affordable for what you're getting.

For first timers it takes some time to learn how to use it, it's not hard but just require a bit of time and patience.

No WhatsApp integration.

It's great I really like using LiveAgent for the 4 months that I have been using this product for. This was definitely a great product we got in order to help us organize our workload.

Great design on the UI very easy to navigate. The best part of the software is the customizations I can make to it to help me organize my work, on a day to day basis.

Sending emails internally is kinda a pain, currently, I would have to forward the message in order to send emails internally.

Very good software with video-call, without the customer has to install any software or plugin. The support is excellent and normally you don't have to wait a long time until you get an agent.

Perfect service, you can chat with professional support 24/7 without long waiting time. Customer does not need any plugin or software for video-calls. This was for us a big USP.

One small thing I don't like, standard tool comes only with 1 admin, if you would like to have 1 agent with limited access you have to pay extra.

Overall, I believe this is something that should be tried, tested and evaluated by any business that needs all in one customer commutation and satisfaction solution. Chat, helpdesk, forums, knowledgebase can really add up if you get it from different vendors and it's a real pain to herd all these solutions together without losing your mental health. LiveAgent to the rescue.

Oh, where to start. There is a lot to unpack in this one.
Customer service is very important but it's also costly in time and efforts. Being a small business we have limited human resources LiveAgent platforms allows us to take care of our customers and not leave any conversation behind. Customer satisfaction, conversion and retention are growing thanks to LiveAgent helpdesk, chat and knowledgebase functionality.

There is a lot of competition in this space but none as comprehensive and affordable. I sure hope the development will continue indefinitely because changing our support system to anything else is not in our plans.

Let's be clear. There is a LOT of platforms in this space. Cheap and expensive, well known and obscure. It took a lot of time to look through features, reviews and compare everything. What made LIveAgent stood out for us is how comprehensive it's features are and how active they are. LiveAgent eats their own dogs food, replies quickly to messages and is being constantly developed and improved. It's also well reviewed and existed for many years but manages to stay less expensive than any competitor with a comparable feature set.

Android app was not very polished last time I used it, I will revisit it soon. The live chat widget is another area I could see receiving more attention. There are at least 4 designs to choose from so you can adapt it to your site but they seem a bit dated and not as immediate as Intercom, for example. But said Intercom lacks half of LiveAgent features and much more expensive.

- Happy to use LiveAgent and be part of it!
- Highly recommend to try the demo and signup for free account!

- Feature rich and it goes on and on.
- No worries of hosting and maintaining security.
- Lots of Integration.

- It has too many features so sometimes you need to spend some time to figure out what you are trying to achieve.

Our overall experience has been pleasant, and generally it meets our daily needs with the tags and ticketing features.

For someone that is not super tech savvy, it is fairly easy to use and adapt. Also enjoy the ticketing inclusive feature.

The reports could be a little more enhanced, along with customer service via phone.

Overall LiveAgent is everything you need to get your support and live chat up and running smoothly. I strongly recommend it.

LiveAgent is very user friendly and very stable. Also i love the automatizations available even thought they could have more but its more than enough for daily needs.

LiveAgent could benefit from more functionalities and also more customizing, like more skins for example.

I find the ticketing system easy to use (in comparison with competitor systems I have used in previous jobs, too) and the functionality very effective for managing workload. It allows multiple users to work simultaneously without duplicating work, great visibility in terms of productivity statistics and generally just very simple to work with. It's a great product for the needs of my role. Would recommend!

- the ability to create and add tags; we use these as a 'filter' to prioritise and distribute workload
- the ability to track productivity/number of tickets handled within a shift/other time period
- automation features enabling automatic tagging of tickets based on given criteria; this makes our job much more efficient
- custom plugin features are super helpful

The only thing I miss about using regular email over this ticketing system is the 30 second 'undo' feature after sending an email ;)

10/10 experience. We had to switch email software companies since our last one blocked customer replies from getting to us, but LiveAgent has never given us deliverability issues.

Their canned messages are easy to set up/use. I like that they offer a way to have a database of help articles that our customers can use. And the ability to tag emails under certain categories has helped us keep better track of certain types of customers.

There isn't much I don't like. I think the site design could look a little less boring but that's all.

LiveAgent has allowed me to drop numerous other apps I used to use as all contact with customers and prospects is now handled in one place.

I subscribed to LiveAgent a couple of years ago, and it now runs all my support tickets and customer service management. That includes interactive (and customisable) chat and message forms on my sites (implemented automatically with a single piece of javasscript). The dashboard is extensive (it certainly has more features than I currently use) but simple. It also hooks up directly with my email, so all customer journeys are now tracked.

My only criticism is that the interface might benefit from some graphics, but then again, who needs them? LiveAgent is all about ease of use and function.

LiveAgent is a great customer helpdesk tool. It helps to create a friendly and helpful interaction with clients. I highly recommend this tool.

It offers realtime chat with clients and helps to build a helpful interaction with clients. Very easy to join Queue and chat. It makes responses to support requests very quickly.

It worked great for me. Nothing to share about cons.

Great and think it's a good solution for everyone to use.

Easily manage all of your customers concerns in one dashboard

I think that the UI of the dashboard could be improved.

As mentioned above it has really helped to keep our communications organized! We can easily tell who is dealing with each issue and its current status. The rules and tags have also helped us set reminders so that related tasks get done and have helped us track statistics.

LiveAgent had been a fantastic tool for our small, though fast growing department! The customization is great! We have set up so many automated tags and rules. It has really helped us to organize our communication. As a result of these rules we have increased our productivity in other areas as well as these rules give us reminders so additional steps don't get missed!

The interface is also easy to read and interpret. The use of colour coding allows us to easily identify emails by importance or by tags.

I have only had to contact support once, but when I did they responded quickly and very friendly and easy to communicate with!

There are a few issues we have encountered while using LiveAgent. One issue is when having an internal conversation the email needs to always be forwarded. It would be nice to be able to reply to internal conversations.

You can also only assign a ticket to one agent. There are times when I want to continue to follow up with a ticket but also want a colleague to be included in the response.

We're very happy with Live Agent; it's facilitated better management of customer support items - improved prioritization and a better handle of where each item is at. It's allowed us to serve a growing number of clients better without drastically increasing staff.

- Live Agent is very versatile with lots of automation options to save time and get better service to clients faster
- 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.
- It's easy to create a wide variety of views that act as dynamic folders giving a very quick visual insight into what needs attention and where support items are at.
- Excellent customer service from Live Agent

- A few handy features are still missing - e.g. replying to individual messages in a ticket; right now you have to forward the message and add each recipient. But we're confident these will come!

Great! We love it at my work. Easy to transfer calls and log all customers information. I highly recommend this to anyone in need.

This is my first time using LiveAgent at my new job. We use it daily to log calls and search our customers history. This has been a very easy transition from my old software. The old software was not user friendly and really hard to learn. Live Agent is simple and very reliable. I depend on it daily when weathering through storms with customers.

The only Con that I have is sometimes our calls will drop. This could be a connection issue on our end though.

Wonderful - Our Whole team of 6, simply loves the tool.

Where do I start ok how about -Just a super solid chat and ticketing Software. It just works the platform is amazing so many features, In My opinion, its the best and I have tried them all. Its rock-solid!!

I really don't have any - accept one, I wish I knew about them a few years back before I wasted thousands on the iintercom guys

Really good and feature packed application that can work well for any business size and is scalable.

Especially if working remotely it allows the call center feel and management of processes.

Their apps make even calls possible on the go and allow you to fully operate virtually. If you're on the fence, I do recommend it

Liveagent is your all in one customer support and customer management platform. Customer tickets, internal communication, employee activity monitoring and call management and routing it does it all and has been quite a time saver.

Even when i'm not as active it's wonderful knowing we're backed by such reliable functionality to keep up going.

Their support is decently fast in their response time and their integrations work well

They have integration with multiple VOIP and call apps which a time saver

It would be nice to have a few more native integrations and not rely on zapier so much. They're wonderful but it would also be nice to cut out the middleman and have less things that could go wrong.

Also it works well but it'd be nice if the process of connecting an email alias was a bit easier

It would also be nice to be able to export all of an agents data and store it elsewhere if need be (and you have to replace them)

Our overall experience to date has been excellent. We are seeing greater chat engagement, longer times spent on site and better qualified sales enquiries from these chat conversations. The other critical factor has been our site loading speed has returned to 100/100 as LiveAgent's chat widget does not impact speed - something we found our previous chat provider did negatively.

Since switching to LiveAgent, we are enjoying far greater chat engagement with visitors to our website along with the critical ability to be able better quality initial sales enquiries. We also have improved site loading speed relative to our previous chat solution.

Our experience so far has been excellent - the only thing I would recommend is a slightly longer initial free trial period. This would allow more time for thorough testing and evaluation.

I am very satisfied of liveagent and I know that my customers are satisfied too!

When I first implemented liveagent in my company, I thought it was suitable for big companies only. But I gave it a try anyway... and I am surprised at how easy it is to manage the complexity of a ticketing system.

It takes time to implement it in your company.
After you start using it, you will understand how important is to have an excellent ticketing system, and how much your customer will appreciate short time answers