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About LiveAgent
LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all as either in-suite or standalone applications.
LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where the ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company.
LiveAgent for Startups:
Startup program is free for the first 6 months for startups that apply. This is an exclusive opportunity for startups to get access to the best customer support software in the market with no upfront costs. After the first 6 months, startups can continue using LiveAgent at a discounted rate.
LiveAgent is offered as both web-based (cloud) software and on-premise installations. The cloud option is priced on a pay-per-user basis by a number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents.
Start with a 1 month free trial, no credit card needed, no contracts.
LiveAgent pricing
LiveAgent does not have a free version but does offer a free trial.
Starting Price:
Free Version:
No
Free trial:
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LiveAgent Reviews for UK Users
Feature rating
5 reviews of 1,618
View all reviews
Gary
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 18/08/2023
I think LiveAgent is fantastic software
Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.
Pros
Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.
Cons
If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.
Response from QualityUnit
Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :)
You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention!
Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service.
Thank you for being an awesome part of our journey!
- LiveAgent Team
Replied 23/08/2023
Christian
- Industry: Health, Wellness & Fitness
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4
4
Reviewed on 28/07/2023
Our support communications are centralized with LiveAgent
The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.
Pros
It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.
Cons
The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.
Response from QualityUnit
Hi Christian,
Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries!
-LiveAgent team
Replied 31/07/2023
Rohit
- Industry: Automotive
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4
4
Reviewed on 14/08/2024
Liveagent provide the real-time solution to all the customer support related issues
As it handles a lot of enquiries and customer tickets just in a single platform which saves us a good amount of time and manpower effort also the automated responses are much more productive and help our customers to get the support they are looking for.
Pros
The most interesting part of using Liveagent is that they provide a ticket-raising option for their users so that their problems can be addressed individually also it helped us connecting our social media platforms with this platform and now we can cater to all of our customers reaching us from multiple social plaforms.
Cons
Liveagent gave us a great experience but it did not give the best analytics of data which it should have given after a huge customer interaction. The informatis are limited and not enough to understand the improvements that are needed for a better customer experience.
Response from QualityUnit
Hi Anisha, thank you for your review! It's great that the implementation process was smooth for you. If you ever need any assistance, feel free to reach out to us 24/7.
- The LiveAgent Team
Replied 21/08/2024
Alberto
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
1
3
Reviewed on 23/11/2021
Mediocre lifecycle management
It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Pros
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Cons
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
Reasons for Switching to LiveAgent
price affordable and worthy featuresResponse from QualityUnit
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience.
We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term.
All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
Replied 30/11/2021
Joey
- Industry: Cosmetics
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 04/07/2024
Great product for many reasons.
A powerful customer support platform with a plethora of features that cater to the diverse needs of businesses. Its multichannel support, efficient ticket management, customization options, and robust reporting make it a compelling choice for companies seeking a comprehensive support solution.
Pros
Allows businesses to manage customer inquiries from various channels such as email, live chat, phone, and social media in one unified platform. This makes it convenient for us!
Cons
For small businesses like mine with limited budgets, the higher cost of LiveAgent's subscription plans may be a drawback.
Alternatives Considered
HappyFox Help DeskReasons for Switching to LiveAgent
happyfox was also tried out to use for our comapny.Response from QualityUnit
Hi Joey, thanks for your review. It's great to hear that you find LiveAgent's multichannel support convenient. We understand concerns about costs for small businesses. We aim to provide value and are happy to discuss your needs to find the best plan for you.
Feel free to reach out anytime.
- The LiveAgent Team
Replied 10/07/2024
