Who is this service for?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise. Our target customer is everyone who understands how important customer service is.

About LiveAgent

LiveAgent boasts the fastest chat widget on the market. We provide a fully-featured live chat software that helps you personalize customer communication. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Join companies like BMW, Yamaha, and Huawei in providing world-class customer service. Start your free trial, no credit card required.

Average rating 4.7/5

Total score
4.7
“Ease of use
4.5
User support
4.8
Features
4.6

Product details

Starting price:

1usd / per month
more about prices

Free version:

Yes

Free trial:

Yes, get demo

Desktop & Mobile Platforms:

Mac

Windows

App - Android

App - IOS

Cloud, SaaS, Internet

Training:

Documentation

Online

Support:

Working hours

Online

Software Developer

QualityUnit
https://www.liveagent.com
Set up in 2004
Slovakia

Features

Account Alerts
Account Management
Agent Interface
Alerts / Escalation
Appointment Management
Archiving & Retention
Assignment Management
Audience Targeting
Auto-Dialer
Automated Routing
Batch Communications
Blended Call Center
Brand Tracking
Calendar/Reminder System
Call Center Management

Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Tagging
Caller ID
Caller Profiles
Campaign Management
Canned Responses
Case Management
Change Management
Chat/Messaging
Chatbot
Churn Management
CMDB
Collaboration Tools
Communication Management
Community Management
Complaint Monitoring
Computer Telephony Integration
Contact Management
Content Creation
Content Management
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Engagement
Customer Management
Customer Segmentation
Customer Support
Customizable Branding
Customizable Forms
Dashboard
Data Recovery
Document Management
Document Storage
Electronic Signature
Email Distribution
Email Management
Email Marketing
Email Monitoring
Employee Activity Monitoring
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
Forms Management
Gamification
Geotargeting
Health Score
Inbound Call Center
Incident Management
Interactive Content
Issue Auditing
Issue Scheduling
Issue Tracking
IT Asset Management
IVR / Voice Recognition
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Nurturing
Live Chat
Macros/Templated Responses
Manual Dialer
Marketing Automation
Meeting Management
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Social Integration
Multiple Scripts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
On-Demand Recording
Onboarding
Outbound Call Center
Performance Metrics
Personalization
Phone Key Input
Predictive Analytics
Predictive Dialer
Print Management
Prioritization
Proactive Chat
Process/Workflow Automation
Procurement Management
Progressive Dialer
Project Management
Quality Assurance
Quality Management
Queue Management
Real-Time Chat
Recording
Recurring Issues
Remote Access/Control
Remote Support
Reporting/Analytics
Response Management
Revenue Management
Routing
Scheduled Recording
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Shared Inboxes
Signature Management
SMS Messaging
Social Media Integration
Social Media Monitoring
Softphone
Spam Blocker
Survey/Poll Management
Surveys & Feedback
Task Management
Telemarketing Management
Template Management
Text Analysis
Text to Speech
Third Party Integrations
Ticket Management
Time Zone Tracking
Transfers/Routing
Trend Analysis
Usage Tracking/Analytics
Video Chat
Video Conferencing
Video Support
Virtual Assistant
Voice Customization
Voice Mail
VoIP
Website Visitor Tracking
Whitelisting/Blacklisting
Win / Loss Analysis
Workflow Configuration
Workflow Management
Workforce Management

Alternatives LiveAgent


A
Andrew W.

«The CRM Goldilocks Would Have Chosen»

Usability

Support

Features

4

Overall rating

Benefits:

Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway LiveAgent exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most: - Unique ticket IDs make for easy tracking and reference in and outside the LA environment - Assigning tickets to others have allowed us to streamline time spent by experts - Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message - A decent array of Plugins helped us coordinate our customer service options and follow-through - Contact form customization is relatively intuitive and has gone a long way to help build customer trust - Customer Portal option was a nice touch, even if slightly clunky and less than user friendly

Drawbacks:

Overall we're quite pleased. If we had the option, we'd love to see the following addressed: - Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off. - Minor issues like being unable to remove flags from threads and small UI things like this. - More support for other SaaS email providers like Klaviyo. - Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server.

In sum:

Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.

September 30, 2021
Feedback source: the Internet
J
Jonathan P.

«Amazing Desktop software»

Usability

Support

Features

4

Overall rating

Benefits:

The customization to create departments, ticket rules, labels etc etc is incredible. You can really control where your support requests / emails / facebook messages are going. Those emails you think, "maybe I can answer this in one year", you can safely store away for later. Have employees answer the bulk of the emails, have them transfer the difficult ones to you at the end of the day. Then answer when you have time. The settings allow for amazing flexibility for all these things.

Drawbacks:

To say they have mobile functionality is false advertisement. Mobile, from the live agent app to the live phone app is so broken that I would rather it didn't exist. Insane bugs that I can't believe exist. I have spent hours and hours of my time (and money) trying to make basic things work. When I finally gave up and contact support, it turns out they already know about the bugs and it seems they can't fix them. I spent good money buying SSIP phone numbers etc that were supposed to allow my agents to operate on mobile. When it came to using Live Agent the apps were so broken that I had to cancel all the 3rd party services I had bought to try and get everything running. I scrapped the entire concept of mobile agents down to the shockingly bad Live Agent Phone apps. Mobile functionality with Live Agent is nothing but a bad marketing joke.

In sum:

For Desktop it is incredible software. Mobile = LOL

September 30, 2021
Feedback source: the Internet
Sebastián B.

«How did a Uruguayan start up decide to hire LiveAgent?»

Usability

Support

Features

5

Overall rating

Benefits:

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers. As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted. Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want. In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc. When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

Drawbacks:

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me. So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

September 28, 2021
Feedback source: the Internet
A
Anna K.

«Great tool for managing customer service»

Usability

Support

Features

4

Overall rating

Benefits:

I like the option to set a time frame when tickets need to be solved by the latest (for example within 48 hours). Live Agent automatically tags all tickets that already exceeded the time and needs to be solved ASAP. The overall process of managing the tickets is simple and clear. I also like that multiple tickets from the same users can be merged together into one conversation.

Drawbacks:

The search option doesn't work very well. When trying to search for a certain phrase in a ticket, it usually displays all irrelevant tickets that do not even mention the phrase. Also, the Spam filter doesn't work really well, because we keep receiving spam emails from the same email address over and over, although we've marked them as spam multiple times.

In sum:

Live Agent is a great tool to manage and take care of your customer service.

September 24, 2021
Feedback source: the Internet
C
Cory B.

«Improved productivity»

Usability

Support

Features

5

Overall rating

Benefits:

- Many useful and versatile features (our favorite are the universal inbox and automation rules) - Full-service call center - Integrations with tools we use daily - If we have any questions or are stuck, the support gets back to us very quickly

Drawbacks:

There are some integrations that could use a little work. For example, the Viber integration allows us to answer messages, but it doesn't let us reach out to customers proactively.

In sum:

Overall, I'm happy with the software. It's improved our response times and made our agents more productive.

September 21, 2021
Feedback source: the Internet
R
Roberto R.

«Great system»

Usability

Support

Features

5

Overall rating

Benefits:

Dynamics, simplicity, and self-explanatory the whole system, basically people with little knowledge of IT can manage and operate the system

Drawbacks:

So far there is nothing that doesn't just like an observation that it would be interesting to have automatic translation integration in the chats

In sum:

We are very satisfied with what the system offers us, simple and easy to operate, generation of eports and control of agents with easy access and configuration

September 10, 2021
Feedback source: the Internet
T
Tyler Y.

«The perfect fit for my needs.»

Usability

Support

Features

5

Overall rating

Benefits:

I've tried many support software packages. Yes, there is one that I found that I like aspects of even more than LiveAgent but at the end of the day, LA brings more to the table. The fact that I can hook up multiple brands and manage them all from one login puts it over the top in my books.

Drawbacks:

Honestly, while the software has improved in the aesthetics department over time, it looks a bit dated. I do, however, like it's tabbed interface and customizability.

In sum:

All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.

September 10, 2021
Feedback source: the Internet
Douglas A.

«Great balance of simplicity and functionality»

Usability

Support

Features

5

Overall rating

Benefits:

Ease of Use. Functionality, and the ability to instantly provide solutions to our clients, and prospective clients. The ability to attach files directly in the chat window is my most favorite feature.

Drawbacks:

I haven't encountered any negative aspects of Live Agent so far.

In sum:

Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. In a time where customer service usually means long hold times and a connection to a foreign phone bank, being able to instantly answer questions, and help our customers makes us shine. Live Agent has had a direct positive impact on increasing our subscriber base. It's the tool that pays for itself time and again.

September 7, 2021
Feedback source: the Internet
V
Vasileios P.

«Superb Software that can be used as a Multichannel Contact Center»

Usability

Support

Features

5

Overall rating

Benefits:

Easy of use: The user interface is intuitive and super easy to learn even for none tech-geeks. We are able to use it on many of our websites eachwith their own KB, Forums and Ideas/Sueggestions sharing.

Drawbacks:

Not much about cons really but just hoping to see telegram integration so we can manage support requests

In sum:

happily been using the software for a while now. also LiveAgent has helped us increase our users satisfaction and revenue

September 5, 2021
Feedback source: the Internet
aka r.

«Customer support is no more a headache »

Usability

Support

Features

5

Overall rating

Benefits:

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Drawbacks:

There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

In sum:

This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.

August 29, 2021
Feedback source: the Internet