LiveAgent


What is LiveAgent?

"LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features, you'll be able to link every support channel."

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features, you'll be able to link every support channel.

LiveAgent is available in 39 languages and both as SaaS license or a self-hosted license (installed on your own server).

Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular).


LiveAgent scored 91/100 in the Support & Helpdesk category. This is based on user satisfaction (91/100), expert reviews (90/100), press buzz (37/100), recent user trends (rising), and other relevant information on LiveAgent gathered from around the web.

The score for this software has improved over the past month. What is this?


LiveAgent Awards

LiveAgent Customer Chat Software Award 2020 LiveAgent Customer Service Software Award 2020 LiveAgent Support & Helpdesk Software Award 2017 LiveAgent Quality Choice Badge 2020 LiveAgent Trusted Vendor Badge 2020 LiveAgent Happiest Users Badge 2020
Crozdesk Icon

LiveAgent Review

Editors' Review by the Support & Helpdesk Software Review Team

LiveAgent is a sophisticated multi-channel customer service and support solution that helps connect businesses with their customers.

LiveAgent Features

Intuitive Dashboard

Forming the focus of all user activity within LiveAgent, the dashboard can be used to set up live chats; raise, manage and assign tickets and generate reports, as well as configuring department and agent settings. New users are guided through a series of steps designed to ensure they make the most of LiveAgent’s functionality.

Tickets

The first of LiveAgent’s core functions is the tickets feature; tickets keep track of all communication with customers, whether emails; live chats; phone calls; facebook messages; tweets; internal notes or other data related to a single customer. Once created, tickets feature a unique reference number and have five different possible phases: New, Open, Answered, Resolved and Postponed.

When a new communication is received from a customer, LiveAgent will either open a new ticket for that conversation or, if the conversation is related to an existing ticket, staff members or “agents” can re-assign that conversation to the correct ticket. In the same way, if an agent has a customer’s phone number, Facebook or Twitter details on record, LiveAgent will assign any conversations by phone, Facebook or Twitter to that customer.

LiveAgent tickets dashboard

Advanced High-volume Ticketing Management

Any organisation dealing with large numbers of customer queries is likely to appreciate the following functions within LiveAgent, designed to deal with high numbers of tickets efficiently. The advantage of these functions is that they also add context to tickets, offering useful data when creating reports:

  • Transferring Tickets: Using this function, tickets can be transferred to other agents using the “transfer” button at the bottom of the ticket. In order for this function to work correctly, it is first necessary to create departments and then assign agents to these departments via LiveAgent’s configuration settings menu.
  • Automatic ticket distribution: By Assigning agents to specific departments, it is also possible to specify which tickets are directed to them. As an example, if it is necessary for agent A and agent B to answer finance-related tickets, then agents A and B can be allocated to the finance department within LiveAgent.
  • Rules: Use these to automatically assign tickets to certain departments. For example, a rule can be set up to automatically transfer all tickets containing the word “sales” or “new business” to the sales department.
  • Tags: Can be used to add context to tickets. As an example, if an inquiry comes in from a customer that is obviously ready to purchase a product, a “sales” tag might be assigned to it.
  • Filters: Best illustrated by way of example, a category could be created entitled “Needs response”. A filter could be applied to this category whereby any tickets with a “New”, “Opened” or “Postponed” status would be automatically assigned to it.

Live Chat

The Live Chat feature within LiveAgent enables users to establish chat communication with their customers. Once installed on a website, visitors to that URL will receive an invite to chat via LiveAgent’s chat window. Custom chat invitations can be set up in order to engage customers at a distinct point in their purchase journey. As an example, a LiveAgent chat invite might be directed at customers visiting a checkout page in order to increase purchase confidence and resolve any questions the customer might have at that stage. Other chat functions within LiveAgent include customisable chat buttons and department-specific chat routing, as well as an agent-orientated chat overview, allowing monitoring of the number of engaged agents and customers waiting to chat.

Reporting

A useful reporting dashboard is available to help you monitor incoming and outgoing tickets and chats. Among the data visualisations available here is a graph displaying the number of tickets received and answered over time. This graph can be altered to display a range of metrics including Missed Chats, Finished Chats and Average Chat Time.

Offline Support Portal

LiveAgent’s offline support portal stores knowledge base articles, forum posts and feedback, providing customer support when agents are offline. Each knowledge base article created comes with a link for sharing with customers or embedding. Features of the portal include a search widget, enabling customers to search within the knowledge base; the ability to attach files to articles and a customer forum feature that transforms each forum post into a ticket.

Languages, Mobile Support and Integrations

Usefully, LiveAgent offers multilingual functionality, currently supporting 39 languages and is compatible with Android and iOS, allowing agents to offer support via their phone. LiveAgent integrates with a range of other apps including Zapier; email marketing apps such as AWebber, GetResponse and Mailchimp; billing management tools such as 2Checkout and Braintree and eCommerce apps including Opencart and Shopify. Zendesk and Freshdesk plugins are available to assist with the migration of tickets from previous helpdesk providers.

LiveAgent call center

Conclusion

LiveAgent is an impressive tool, enabling businesses to engage with their customers by offering live chat and help desk functionality. LiveAgent has been carefully designed to allow businesses to handle large volumes of customer queries in an efficient way. LiveAgent’s ticket functionality is highly customisable, meaning that with a certain amount of forward-thinking, even a very small business can set up LiveAgent to automatically distribute and allocate customer tickets. In short, LiveAgent enables a small business to offer the standard of customer service which might be expected from a much larger or better-staffed organisation. This feature makes LiveAgent a valuable tool for small businesses and startups trying to offer high-level customer service on a small budget.

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Support & Helpdesk Market Radar

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LiveAgent Product Overview

  • Multichannel support (Email, Voice, LiveChat, FB and Twitter)

  • Intelligent Spam Filter

  • Live Chat

  • Knowledge Base

  • Analytics

  • Ticketing system

  • Suggestions

  • Mobile ready

  • Departments, Tags and Filters

  • Automatic Ticket Distribution & Service-level Agreement (SLA)


Languages: Czech, Arabic, Catalan, Danish, German, Greek, English, Persian, Finnish, French, Hebrew, Indonesian, Hungarian, Italian, Japanese, Korean, Lithuanian, Macedonian, Latvian, Chinese, Dutch, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Slovak

LiveAgent Features

  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
Compare Pricing

LiveAgent Pricing Plans

Free Account

Free
  • Live Chat
  • Ticketing
  • E-mail support
  • Call Center
  • Knowledge Base
  • Unlimited Agents

TICKET

$15.00
1 user(s) / month
  • Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app

TICKET+CHAT

$29.00
1 user(s) / month
  • Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app
  • Live Chat
  • Real-time visitors monitoring
  • Chat invitations
  • Feedback management

All-Inclusive

$39.00
1 user(s) / month
  • Ticketing
  • Contact forms
  • Forum & Knowledge base
  • iPhone/Android app
  • Live Chat
  • Real-time visitors monitoring
  • Chat invitations
  • Feedback management
  • E-mail support
  • Facebook & Twitter
  • Cloud call center
  • Call center support
  • Gamification
  • Branding free

Plans starting from: $0.00/month Credit card required: No

LiveAgent FAQs

What platforms does LiveAgent support?

Browser App, Mobile Apps: Android, iOS

Does LiveAgent offer guides, tutorials and or customer support?

Yes, available on our website.

Does LiveAgent offer multi-user capability (e.g. teams)?

Yes.

Does LiveAgent integrate with any other apps?

Zapier; Facebook; Twitter; AWeber; GetResponse; Mailchimp; 2Checkout; Braintree; Magento; Opencart; Prestashop; 3DCart; Shopify; CS-Cart; BigCommerce; Actinic; Fortune 3; Volusion; Core Commerce; X-Cart; Adobe Business Catalyst; Wordpress; Joomla; Drupal; Weebly; Adobe Business Catalyst; Wix; GoDaddy; Squarespace; Web.com; Expression Engine; Highrise; Nicereply; ProjectManager

What is LiveAgent generally used for?

High-quality customer service (live chat, emails, call center, support portal, knowledge base, Facebook, Twitter). Improve satisfaction rates and strike more deals.

Does LiveAgent offer an API?

Yes, find the complete API reference on our website.

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LiveAgent User Reviews

Average User Rating:
4.54/5 based on 1323 user ratings.
Your Rating:

Sentiment Scale
GreatLousy

User Sentiment Map

The sentiment map shows a snapshot of how Crozdesk users have rated LiveAgent over time. It shows how existing users see LiveAgent with regards to its usefulness, ease of use, value for money and customer service.

Overall
9.9/10
Arrow Left Recent Older Arrow Left
Usefulness
9.8/10
Ease of use
10.0/10
Value for money
9.8/10
Customer service
9.8/10
User profile picture

"Seamless customer centric communications "


What do you like about LiveAgent?

Apart from private conversations with customers it allows for a shared inbox or universal inbox that allows us to respond to customer queries that our friend missed. It also allows every query from client whether it is a call, email, social media interaction and web form to be in one place to allow easy tracking. This allows us to view all open tickets and closed tickets. It also automatically distributes all tickets to necessary individuals using a predefined criteria. The support platform is available on mobile devices that enable us to respond to clients on the go. We can also chat with customers using love chat from any device which makes our organization to be customer centric.

What do you dislike about LiveAgent?

LiveAgent integrates very well with our system and allows to access every customer's query, so far we have no challenges with the software.

What have you been using it for and what problems did LiveAgent solve?

We use it to communicate with customers seamlessly from any device and we don't experience lost tickets anymore.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"BEST RELIABLE SOFTWARE FOR GREAT PRICE"

// Customer Support at SkyMesh Pty Ltd

What do you like about LiveAgent?

I cherish LiveAgent in light of the fact that it has incredible highlights that given us a chance to connect with our guests immediately. The live visit has expanded our consumer loyalty and deals. Notwithstanding when our help operators are disconnected, LiveChat can leave a message. Realtime guest observing is incredible, we can see the time nearby, area, website page, and so forth for every guest. The telephone application additionally functions admirably.

What do you dislike about LiveAgent?

There is extremely just a single thing I detest up until this point. Can't alter reports. Would be pleasant to have some extra timespan/client inquiries.

What have you been using it for and what problems did LiveAgent solve?

The problems that we have understood with LiveAgent has been that we have acquired with it, an instrument to offer thoughtfulness regarding the customer like no other in the market, quick and straightforward.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"A great all in one platform for customer management"

// CEO at RightVows Technologies

What do you like about LiveAgent?

LiveAgent is the best tool to be used to serve multiple customers in a single time, It has call rerouting facilities, call holding, ticket management etc. We really like the way LiveAgent works all the tickets are properly managed and given set of rules. The UI is also the best we have ever seen. Great tool to run a successful business. With LiveAgent we can manage the customer issues and handle them properly.
The very best part is that all the issues managed are made to a report which can be obtained at the end of the day.

What do you dislike about LiveAgent?

The pricing model is a bit complex, please add selected model payment so that one can pay for the models they need. Also the product needs to have constant updates, we see lack of updates recently.

What have you been using it for and what problems did LiveAgent solve?

Our customer management and timely ticket resolution is for which we mainly use LiveAgent. It helps us to manage the customer issues on time with very less complexity.

4/5
Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
User profile picture

"Leading software in customer success sphere"

// Customer Success Agent at Hostinger

What do you like about LiveAgent?

I have been working in customer support service for about three years now and have tried numerous help desk software solutions. However, none of them impressed me as much as LiveAgent. It has an amazing ticketing system, comfortable and customizable layout and all the features required to provide top-notch support for customers. I've recently started using the knowledge base tools and you can save a lot of time by creating readable articles for your users based on the received tickets. As an admin, you can also efficiently check each agent performance, workload-based to time and various other useful statistics.

What do you dislike about LiveAgent?

I'd say the phone app could use some extra attention. However, it's honestly not the most vital part of LiveAgent and most work that you do with it is on a computer.

What have you been using it for and what problems did LiveAgent solve?

I have been using it as a tool to do my job, which is to provide the best customer service in the world. So far, LiveAgent has provided me with more than enough tools to make it happen. Our team efficiency has increased and the software itself has exceeded all other previously tried solutions.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"This helpdesk software interested us from the first second"


My company cooperate with LiveAgent longer time now (3 years) and this helpdesk software interested us from the first second. Especially agents were surprised how easy is managing whole software. They receive short – easy to understand message so they know soon how to help customers. They may divide each message into departments, create contacts, tags so every customer is transparent. Agents can find all conversations anytime using live chat history. It runs perfectly without any errors or disadvantages. There are many translation into different languages and packages price is affordable for every type of the company.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Powerful help desk software, easy to work with"


If you're looking for a powerful, easy to work with, and cheaper help desk software... LiveAgent is exactly for you. It has various sophisticatedfunctions and it provides good IT ticketing feature. If your company needs to raise popularity between customers and if it wants to meet your consumers needs, this help desk software will definitely help you. We are using this software longer time now (mainly email, call and live chat features), and we still did not notice any disadvantages. Everybody should try it, it's worth the time.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"It is really worthy to at least try LiveAgent helpdesk software."


We have been using Freshdesk software, but we were not quite satisfied with the features according to price so we decided to switch to new brand. LiveAgent helpdesk software had high ratings and good feedback so we decided to cooperate with it. Now we have been partners for 2 years and we are very pleased to continue. The design looks really nice, also the colourful difference between each ticket and conversation makes whole process more transparent. Before, we received huge amount of spam messages, which were not assigned to anybody but with SPAM filter feature we got rid of unimportant spam. Agents use templates, predefined answers to write back to customers as soon as possible. Also the price attracted us, since the package of 3 agents was much cheaper than competititors. It is really worthy to at least try LiveAgent helpdesk software.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"LiveAgent helps us to sort, distribute and solve all the tickets everyday"


As our team has grown quite quickly we needed to switch to a help desk solution that would help us to sort, distribute our tickets over the whole organization. We created multiple departments and with basic rules setup the fluent workflow. Every member of the team knows exactly which ticket is assign to him and needs to be replied. You can connect unlimited number of email addresses to LiveAgent, add chat buttons on your websites and create a simple call center as we did.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"LiveAgent surprised me with price and performance"


Employees have learned really quickly how to work with LiveAgent. My company is bigger and helpdesk provides help to all my users. I can't say anything wrong about it. LiveAgent surprised me with price and performance. It delivers customer service over email, facebook, twitter, phone calls and live chat, where clients can solve problems immediately while chatting with agents. I recommend this app.

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
User profile picture

"Great App and Kudos to the Customer support team in LiveAgent"


LiveAgent is a great software for small business like me. Especially when you're using multiple email addresses for correspondence - LA makes it easy to connect them into one inbox. The Customer Portal is a great feature as well. My clients love to use it.
German translation need some pimping :)

5/5
Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
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