LiveAgent Reviews - GoodFirms

Overview

Quality Unit

LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent streamlines all of your customer interactions into an integrated, seamless hybrid ticketing system where everything is easily accessible and manageable. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Advanced automation features, rules, tags, and 190+ integrations create a powerful customer service software for businesses of all sizes. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free trial, no credit card required. LiveAgent has served over 150M end-users worldwide is the most reviewed and #1 rated live chat software for SMB in 2021. LiveAgent also boasts the fastest chat widget on the market.

Media

Core Features

Help Desk Features

Analytics & Reporting
Customer Review
Customization
Dashboards
Email Integration
Escalation
Knowledge Base
Live Chat
Multi-Channel
Multilingual
SLA
Ticketing Management

Live Chat Features

Alerts/Notifications
Canned Responses
File Transfers
Geo Targeting
Offline Form
Proactive Chat
Reports & Analytics
Secured Encryption
Visitor Tracking

Customer Service Features

Alerts/Notifications
Help Desk
Live Chat
Response Templates
Self-Service Portal
Social Media Integration

Service Desk Features

Change Management
CMDB
Incident Management
IT Asset Management
Knowledge Base
Mobile Access
Problem Management
Procurement Management
Reports
Self Service Portal
SLA Management

Pricing

Pricing Type

Free

Payment Frequency

Monthly Payment, Quote Based, Free

Vendor pricing page

LiveAgent is very reliable, and I never had any bad experience with them, especially when it comes to customer service.

Jeroen van Gils

Founder & CEO at LiFi.co

3 months ago

I’m Jeroen van Gils, Founder and CEO of LiFi.co, a website dedicated to LiFi technology. Here’s the best Help Desk Software that my company is currently using. LiveAgent. When we talk about the best Help Desk Software, self-service or ticket management capability should not be the only main factors to consider. More than anything else, fast and real-time live chat should be your top priority. And this is exactly what you’ll get with LiveAgent. Aside from the fact that they boast themselves to have the fastest live chat widget on the market, they’ll spoil you more with a no credit card and no contract 14-day free trial. This way you’ll never have a reason not to try their awesome help desk software. I’ve been running a business for a decade now and I only tried two help desk software. The first one lasted only one contract, which is two years. Then when I moved to use LiveAgent, I was amazed not only with their unmatched onboarding process but with the fact that I was able to integrate it with Slack. With it, not only that I’m being alerted in real-time with every new ticket received but with every action made on that ticket too, from creation to closing

I have used this software for

365 Days

I use this software

Daily

Ease of use
Features & functionality
Customer support
Value for money
Integrations
On-boarding
Overall ratings

9 User Score

User Recommendation Score

Highly recommend this software

John Crumpton

7 months ago

A great all-in-one platform

Magdalena Markov

posted on 1/3/21

The best part is that you do not have to open more tabs. Everything you need is here.

SOFTWARE RESPONSE

LiveAgent

Mar 1, 2021

Hello Magdalena, thanks a lot for your kind review! LiveAgent was developed to do exactly what you said, to manage everything from one place without having to have millions of other tabs opened :) You know where to find us should you need anything!

25/7 in the air!

Milica Taleva

posted on 22/1/21

LiveAgent is 24/7 available and very easy to use. Live chat, phone calls, voicemail and e-mail can be all done in one program. Price is very affordable for what you're getting. Integration with Whatsapp, Instagram and LinkedIn is what I would like to see very much. The app is also a bit outdated and not all features of LiveAgent are on it. Great software. Very easy to use and everything you need, you can find in one dashboard. Everyone from LiveAgent is right here for you in case you need help. Inegrations go fast.

SOFTWARE RESPONSE

LiveAgent

Jan 22, 2021

Hello Milica, thanks a lot for your honest feedback! We are happy to have you with us and to see that you know that our support team is here for you 24/7! :) Unfortunately, we do not have a WhatsApp and LinkedIn integration as of now, but we do have an Instagram integration! Feel free to contact our support team for more info! The mobile apps are also planned to be rebuilt completely but we do not have any ETA yet. We'll definitely make sure that everyone knows once it is out :)

Great service/software

Silvio Parreira

Customer success at at CASAFARI

posted on 8/12/20

Lots of options and flexibility for customization to suit your organization's individual needs. This is great because the system can work for both large or small organizations with a variety of goals and methods of tracking data.

SOFTWARE RESPONSE

LiveAgent

Dec 8, 2020

Hello Silvio, thanks a lot for your kind review! You know where to find us should you need anything! :)

Fast and full of features

Barney Bell

Head of Marketing & Business Development at David Salisbury Joinery Limited

posted on 5/5/20

We have been using Live Agent for about 6 months now and it has underlined our decision to switch from our previous chat solution. Packed full of customisable features, Live Agent has provided a much richer chat experience for visitors to our website, resulting in greater conversion to qualified sales leads. The additional bonus has been the load speed of the chat widget. This is rated best on the market (part of our reason to switching to Live Agent) and now sees our website score a perfect 100/100 for site loading speed.

SOFTWARE RESPONSE

LiveAgent

May 5, 2020

Hi Barney,
Thank you very much for such an excellent review. It's amazing to hear that LiveAgent has been the right fit for you and your company and that it continues to prove its worth over time. Our team takes great pride in the product we develop and comments such as yours let us know the hard work is worth it. You know where to find us if you ever need any help - we're here for you 24/7!

Great Customer support and ticketing tool

vanditha jain

Design Lead at Cbazaar.com

posted on 16/4/20

It's simplicity and convenience to use. Customers can provide instant feedback for the Agent they interacted with, the software can be customized as per the requirement, Tickets can be organized and grouped as per departments, a great interface for admin to review the performance of other agents. Overall it's been a good experience.

SOFTWARE RESPONSE

LiveAgent

Apr 16, 2020

Hi there,
Thank you very much for your kind review. It is great to hear that LiveAgent has been a good fit for you and that it has made it easier to stay on top of client communication. Our team works hard every day to further improve LiveAgent and make it the best available helpdesk tool on the market. Stay tuned for more updates and keep up the good work!

Excellent features

Lincy

posted on 15/4/20

I have been using this software for the past two years. It has been very helpful for coordinating with the customer. It was very easy for me to differentiate between my answered email and new email, helped me to instantly reply to all my customer. Best software ever.

SOFTWARE RESPONSE

LiveAgent

Apr 16, 2020

Thank you so much for your amazing review, Lincy! :) I am glad to hear that LiveAgent is helping you with handling your customer support for two years already and I hope it will continue doing that for many more years to come! :) See you around! :)

Licensing & Deployment

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Chat
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Knowledge Base

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