LiveAgent

LiveAgent

4.5
(1,056)

LiveAgent helps businesses provide better customer service across all communication channels including email, chat and phone. Deliver customer Wow and grow your business with LiveAgent, a customer service software trusted by 30.000+ companies worldwide.

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Brad M.
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Nicole E.
Validated Reviewer
Verified Current User
Review Source

"LiveAgent has improved the way we communicate with our customers and is SO easy to use!"

What do you like best?

Canned responses save us so much time with hundreds of emails coming in daily, we can reply super quick and maintain a great level of customer service.

We absolutely love Knowledgebase and it allows us to put useful information all in one place so that our customers don't have to pick up the phone or wait for an email response to get their answer.

What do you dislike?

The reporting side is not so clear and could be easier to follow.

What problems are you solving with the product? What benefits have you realized?

Auto tagging and colour coding has helped us immensely as we can prioritise tickets. For example, if we have an event taking place that day, we can simply filter queries relating to that event and ensure that they are answered in time. If an operator needs to transfer a ticket onto another member of the team, they can easily do this by using the 'transfer' option, and can also explain the problem using the 'notes' function.

What Help Desk solution do you use?

Thanks for letting us know!
Carl D.
Validated Reviewer
Verified Current User
Review Source

"Liveagent, großartige Support-Plattform"

What do you like best?

LiveAgent ist ein total komplettes Gerät, obwohl ich in meiner Veröffentlichung am einfachsten HelpDesk und LiveChat verwendet habe, die der wichtigste Bestandteil des Dienstprogramms sind. Mit LiveAgent Chat konnte ich unzähligen Kunden dabei helfen, Zweifel an unseren Gemälden auszuräumen. Das Befriedigende für mich ist Knowledgebase, da es verhindert, dass das Gerät durch die Entwicklung unnötiger Arbeit gesättigt wird, indem positive Probleme behoben werden, die auf unseren Knowledgebase-Seiten behoben werden. Sie könnten auch mithilfe von Abteilungen organisieren, und es ist ein äußerst gutes Konzept, die Bilder unter unseren Leitern zu verteilen.

Als HelpDesk können Sie dazu beitragen, Probleme bei Ihren Kunden aus der Ferne zu beheben, Desktop-Computer und Screenshots gemeinsam zu nutzen ... All dies wird über ein sehr gut vorbereitetes Preisschild-Gerät ausgeführt, das Sie zuvor konfigurieren sollten, um Hierarchien oder Rollen für jeden Mitarbeiter der Hilfe einzurichten ...

Los Angeles bietet auch eine Handy-Software an, die Sie möglicherweise als Alternative anbieten, obwohl sie im Vergleich zur Computerversion recht zurückhaltend ist.

What do you dislike?

Das Dashboard ist voller Menüs und Optionen. Ich nehme an, Sie könnten etwas höher anordnen, um es einfacher zu machen. Die Testversion ist auch ziemlich eingeschränkt, da die Nutzungsdauer sehr kurz ist und einige Funktionen nicht verfügbar sind.

Recommendations to others considering the product:

Wenn Sie einen Support-Service einrichten müssen, gibt es nicht viele Anwendungen, die dasselbe wie Live Agent zu einem niedrigeren Preis anbieten. Sie können Live Agent auch mehrere Tage kostenlos in Ihrem Unternehmen testen.

What problems are you solving with the product? What benefits have you realized?

Wir haben nach einer Software gesucht, die unseren Kunden dabei hilft, ohne Telefonanrufe tätigen zu müssen, da sie sich nur sehr darauf beschränken, Probleme mit Netzdiensten oder Laptop-Anwendungen zu beheben. LiveAgent hat dies mit einer ehrlichen Anklage gelöst.

Shaun S.
Validated Reviewer
Verified Current User
Review Source

"Great Addition to Our Work Flow"

What do you like best?

Immediate interaction with customers to help encourage sales. Easy to use among staff and customers. No steep learning curve so accessible to any level of technical knowledge. Easily integrated into any eCommerce site, which is ideal for us as we are currently migrating our site.

What do you dislike?

Customer locations could do with being a little more accurate and notifications of chats need to be more visible

Recommendations to others considering the product:

Great product. If you are looking to engage with your customers, then this is the Live Chat system to use.

What problems are you solving with the product? What benefits have you realized?

Any customer issues with the website are being solved immediately and sales have increased as a result. The ability to directly interact with customers has really changed how we operate and how we are viewed in the marketplace. Our leads, and the quality of leads we get, have increased immeasurably over the last year we have had the Live Chat system live on the website.

Melvin S.
Validated Reviewer
Verified Current User
Review Source

"Talk to your users through this great help desk"

What do you like best?

One of the best things about this software is that you can divide the information, the departements and the tickets. Everything is well structured within the system and you can also use the labels to better divide the information and to quickly access any data you need to review.

The Call center is well implemented within the system and you can communicate quickly with customers through the use of this system. Through this medium, things can be talked about more deeply and it is more useful to be able to help with more serious tasks or problems that require more information.

What do you dislike?

It is a little complicated to adapt to the operation of this Help Desk, because although everything is well organized has a multitude of functions and you need some time to understand how to use the Call Center and the ticket system well. The positive thing is that the support helped me in all the doubts I had about its use.

Recommendations to others considering the product:

I think that Liveagent is an option to consider for companies that do not have Help Desk installed or for companies that consider that the one they have installed does not have too many functions. With Help desk you have many functions in one place and also you have everything organized.

What problems are you solving with the product? What benefits have you realized?

A system that allows you to communicate more closely with the client and also be able to better answer any of your doubts is essential within a company. Liveagent has a good price, a well-developed interface and it also has all the tools a Help Desk needs to be able to adequately attend to any person who needs help.

Julia B.
Validated Reviewer
Verified Current User
Review Source

"My life became easier with LiveAgent"

What do you like best?

In the event that you deal with various properties with an assortment of correspondence channels this is the apparatus for you. What's more since our site are in Wordpress I was effectively ready to include LIVE talk. This is programming that will immediately make you increasingly beneficial if your deal with different correspondence channels. This is an experienced item that is completely included and an astonishing an incentive at the cost.

What do you dislike?

Extremely minor bandy. Likewise a marginally un natural setup process that is effectively comprehended after you setup a couple of email/visit channels.

Recommendations to others considering the product:

Its just about an easy decision on the off chance that you fit into the necessities utilization for this item. No mischief in giving the free preliminary a shot. You wont think twice about it.

What problems are you solving with the product? What benefits have you realized?

Bringing together numerous clients correspondence channels it a solitary stage where those reactions can be effectively overseen and tended to.

Christopher L. B.
Validated Reviewer
Verified Current User
Review Source

"A great tool for our team."

What do you like best?

A great tool that gives us a good amount of computer solutions for the same application, this tool has all the features that we need in our help desk, to solve different internal and external problems of our company.

One of the features that I like most about this application is the easy integration with other online communication systems, as are the different social networks, which allows us to get a little closer to our clients through different platforms, and give them a service support, or what they need, quality, in addition to live chat, has all the necessary tools to solve any incident through this medium.

It should also be noted that this application has a very intuitive panel, where it is easy to access the different tools that this system gives us, to take advantage of them in a faster way, able to access them easily, since they are in the right place forever.

What do you dislike?

I would like to improve the notifications a little at the moment of monitoring a case, I would like to be able to have notifications, personalized, for each type of incoming case, they are small details that can improve the performance of the application, and of the people who are in charge of the support part, since they can have greater freedom in their work performance, making the modifications they need, for the attention of the clients.

Recommendations to others considering the product:

Great application, has allowed us to have greater productivity, and effectiveness in our work team, which allows us to reach the goals and objectives in a more timely manner, the software is easy to use, so it does not need special recommendations for its use

What problems are you solving with the product? What benefits have you realized?

LiveAgent is a great tool that has helped us, to solve different customer service problems in a more timely and effective way, allows us to get closer to them, and give an immediate response in many areas of customer service, compatibility with other networks Social makes it ideal, since it covers a more complete range of possibilities to give faster and safer solutions, without spending more money, in other applications.

Rashmi K.
Validated Reviewer
Verified Current User
Review Source

"Request Tracking...Made So Much Easier!!"

What do you like best?

Live Agent configuration can be done in few easy steps, and hence a hassle-free start.

The email conversions to tickets is very attractive feature and makes the tracking quite easy. Other interesting and helpful features are its SLAs, Rules, customizable filters and departmental categorizations which is really useful in organized lookout.

LiveAgent also has very cost effective plans, and we being a Non-Profit organization were certainly in need of one such so it has been of great help.

What do you dislike?

There are few limitations in the way how dashboard or the reporting works.

While there are workarounds to it using rules/filters but not a straight forward solution.

Live Agent is a good concept and has a good scope to bring in new useful features.

Recommendations to others considering the product:

If you want your work to be more organized, Its a worth giving a try.

What problems are you solving with the product? What benefits have you realized?

We needed a outbound ticketing system rather than a inbound one, as we wanted our backend agents to track the requests with the On field staff. With LA we are able to do it through trackable ticketing system.

June R.
Validated Reviewer
Verified Current User
Review Source

"Very happy so far"

What do you like best?

Live agent is intuitive and efficient to use. Its easy to see all the customer information and very useful when busy to be able to see what the customer is typing as they type which gives the agent that few extra seconds to look up product information and just makes the whole chat quicker and more efficient. Another great feature is the offline customer capture which reassures customers someone will get back to them and tells them when. The branding is great too - looks like part of the company.

What do you dislike?

The notification sounds are not the best - they make me jump!

Recommendations to others considering the product:

Live Agent is definitely worth a try and captures all offline customers that need support so even if they reach out outside office hours they can be reassured someone will get back to them ASAP - its a nice feature.

What problems are you solving with the product? What benefits have you realized?

It is easy to see the webpages the customer is visiting which provides a better understanding of their sometimes complex queries

adriana p a.
Validated Reviewer
Verified Current User
Review Source

"Facilitates the management of customer service!"

What do you like best?

It is an application very easy to use, also its configuration is very simple so the learning curve is null and is 100% customizable, you provide a housing under the nomenclature "name of the company.ladesk.com", additionally you can configure it according to your requirement, on the other hand the integration of the electronic mail is a great attraction since it helps me to systematize better the information and to centralize it all in a same place, in another sense we can emphasize that for having more channels of communication that other traditional programs increases the follow-up to the ticket generated so much to internal level to the corresponding one as when providing to him to monitor and to give the opportune answer to the client.

What do you dislike?

The mobile application requires an update to be more effective because when compared with the desktop version has some shortcomings with respect to statistics and knowledge base.

Recommendations to others considering the product:

It is an excellent and functional tool, with good quality and at a very affordable price.

What problems are you solving with the product? What benefits have you realized?

It is really a very complete tool that has facilitated our lives, from small daily work activities such as the creation of a ticket, to a requirement or complaint of a customer as more complex tasks, the live chat function has allowed a greater "approach" to our customers so we have increased the resolution of cases, providing greater efficiency and reliability to our customers, ie since we began to use LiveAgent has helped us to manage and provide a timely response, to close the case to customer requests faster than with any other customer support platform that has used to close the case more quickly than with any other platform that has used customer support has used.

Alan N.
Validated Reviewer
Verified Current User
Review Source

"Quality support for your customers"

What do you like best?

It is very convenient for customers to use LiveAgent, since it allows them to communicate with one of our workers immediately and communication is much more fluid than through other means such as email.

It can be divided by departments. This division in different areas allows users to select which support they want to contact and at the same time the different teams of our company know at all times what kind of doubts they are going to solve and which products or section in particular.

The Liveagent support team has also solved doubts and problems very quickly. Software with good support is also positive so that you trust more in using it.

What do you dislike?

The mobile application is a bit limited, has fewer options than the web version and is not too comfortable to use. I think that it is the only negative thing that I have found in this software and if in the future they optimize more the mobile application they will have a more functional application.

Recommendations to others considering the product:

An integrated chat and more complete support is what a tool like LiveAgent can offer you. It is something that can increase the confidence of customers in your company and brand, so I think it is important to have such a system integrated into your company.

What problems are you solving with the product? What benefits have you realized?

We now give a faster and more personalized attention to all our customers. Having divided the system by sections, each user goes to the corresponding department and said department is prepared to answer any questions that user has. We organize ourselves better than before.

The fluency and feedback with customers is now more direct, as we know their opinions and talk more with them. Any opinion, doubt or suggestion we receive through the LiveAgent chats and it helps us to improve our attention.

John S.
Validated Reviewer
Verified Current User
Review Source

"100% Possitve use of this service!"

What do you like best?

I like this Live Agent service because it provides all the tools that an agent can use without any compromise.

There is a useful history-ticket content in witch you can add tag in order to organize them as you please. You can also use colors in this so it will be much quicker for your future research!

What do you dislike?

When i start using this service i found some problems about the speed and the connection with the server. After the first months the service has been upgraded a lot!

Now i am very satisfiuied with it!

Recommendations to others considering the product:

Give it a try and you will agree with me that it provides a very pleasure experience!

What problems are you solving with the product? What benefits have you realized?

I am using this service as the live chat agent for my company. Is provide very solid cominication with the customers and also with the teamates of my company!

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great support tool"

What do you like best?

LiveAgent is a very complete tool although in my post I have only used HelpDesk and LiveChat which are the most important part of the application. With LiveAgent Chat I have been able to help hundreds of customers solving doubts about our work. The best for me is Knowledgebase because it prevents the system from being saturated by creating unnecessary work by solving certain problems that are solved in our Knowledgebase pages. You can also organize by departments and it is a great idea to distribute the work among our support guys.

As HelpDesk you can help solve problems remotely to your clients, sharing desktop, screenshots ... All this is done through a very well organized ticket system that you previously have to configure establishing hierarchies or roles for each employee of support...

LA also offers a mobile application you can offer support as an alternative although it is somewhat limited compared to the desktop version.

What do you dislike?

The dashboard is a bit saturated with menus and options, I think you could organize something better to make it simpler.

Recommendations to others considering the product:

If you need to establish a support service there are not many applications that offer the same as LiveAgent at a lower price. You can also try LiveAgent for free in your business for several days.

What problems are you solving with the product? What benefits have you realized?

We were looking for an application to offer help to our clients without having to use phone calls since they are very limited to solve problems in web services or desktop applications. LiveAgent solved this with a fair price.

Aaron W.
Validated Reviewer
Verified Current User
Review Source

"We moved to LiveAgent from ZenDesk... and wouldn't go back..."

What do you like best?

LiveAgent has been a game-changer for us. ZenDesk began making massive changes (including to their Mobile Apps) that had a very negative effect on us (and many others). When our concerns went unnoticed, we began looking at other options. LiveAgent was one of those that appeared and from the outset, it proved to be not only a replacement for ZenDesk, but a better solution (at a cheaper price!). The combination of Tickets, Chats, Knowledge Base, and Social Media interactions all being combined into one platform for our Customer Support Team makes it easy for them to respond quickly and efficiently to our users. On top of that, their support team is amazing and helpful with any questions or issues we run into.

What do you dislike?

It is a complex program that requires some configuration and setup. The great thing is that their support team is ALWAYS there when we can't figure something out. They even go as deep as looking at our code that we have set up to help us determine what is going on and provide suggestions for improving it.

Recommendations to others considering the product:

No other company I have found allows you to connect all of the features of tickets, chats, social media, knowledge base, and user forums all in one. It's amazing!

What problems are you solving with the product? What benefits have you realized?

LiveAgent allows us to support our users from all over the world through many different mediums - Support Tickets, Chat, Social Media, Knowledge Base, and User Forums. The fact that it is all in one platform makes it easy to maintain, track users across the different mediums, and provide quick and efficient support to our users, no matter the time or day.

David S.
Validated Reviewer
Verified Current User
Review Source

"Good all in one support portal."

What do you like best?

LiveAgent includes all the inportant tools into the single app. We are using multiple channels to provide a support to our cusomers like Facebook, Twitter, Emails, Live Chat, etc. and it's pretty easy to control everything from a single dashboard. Also the support team behind the LiveAgent is pretty helpful with any questions or problems we run into.

What do you dislike?

They can give a better live chat support with bots and autoresponders. At the moment the livechat is pretty basic which fails to automate the job. Also the UI is pretty old.

Recommendations to others considering the product:

If you are looking for a all in one platform then the LiveAgent is just for you. It gives all the tools you need nowdays. LiveChat, Tickets, Forum, Knowledge Base..

What problems are you solving with the product? What benefits have you realized?

LiveAgent helps us to coonect to our customers. It provides as with all the major platforms which we need to be in touch with our users. Also if you manage multiple services LA helps you to organaize everything in a simple way.

Leonard C.
Validated Reviewer
Verified Current User
Review Source

"Strong Chat software"

What do you like best?

I like that I can adequately speak with my customers utilizing this program. Questions are understood very adequately. Something merit a telephone call, and some don't, and when something requires not exactly a telephone call, visit has a talk space to enable me to take care of issues with speed

What do you dislike?

There are a few times that I was restricted from the framework consequently, yet I figure this can transpire. Else I have zero issues with Live Agent.

Recommendations to others considering the product:

It is anything but difficult to utilize and simple to learn. It's baffling that there is an info delay and that the customer's air pockets are moving, yet it does as such that the help specialist does not need to organize the visit.

What problems are you solving with the product? What benefits have you realized?

We process online talks from individuals around the globe, and this device is the best device we've utilized up until now. It has sufficient detailing, interoperability, astounding help and sensible assessment

Gabi F.
Validated Reviewer
Verified Current User
Review Source

"All inclusive online talk"

What do you like best?

LiveAgent is an imperative instrument for drawing in clients to the site in my organization. Since the presentation of LiveAgent, our volume of approaching telephone calls of clients has diminished by a request of extent. The vast majority of our client securing now happens on this stage, through the shape on our site. Clients like to have quick access to somebody when they require it. Furthermore, LiveAgent incorporates extraordinary open doors that give measurements and information to enhance arranging, following.

What do you dislike?

I need LiveAgent to present a component that enables clients to video call us on the LiveAgent dashboard.

Recommendations to others considering the product:

It's anything but difficult to utilize and simple to figure out how to utilize. It's disappointing that there is a composing slack and that the client's air pockets move around, yet it makes it so the operator bolsters does not need to organize the talk, LA does this part for you.

What problems are you solving with the product? What benefits have you realized?

We use it to answer inquiries from clients on the site. We have a ton of canned answers arranged, however always gather new inquiries to add to our FAQ support and experience new thoughts for craftsmanship items.

Flaviu O.
Validated Reviewer
Verified Current User
Review Source

"We should Chat About Live Agent"

What do you like best?

LiveAgent is an a magnificent stage for on web collaborations with clients and for being going to signal certain discussions, and to divert request dependent on the setting of the visit. I additionally love that you can get a live perspective of what the client is composing, before its sent, so you/or your help group can start figuring an answer before the message is sent.

What do you dislike?

LiveAgent is suiting the majority of our present client needs, and we don't have any reservations around then with the product.

Recommendations to others considering the product:

On the off chance that you are always accepting help related messages, or questions in regards to your item, utilizing Live Agent with a help individual prepared to assist your clients truly enhances consumer loyalty. Set aside some opportunity to think about how essential that prompt help/consumer loyalty is, and in the event that it is exceptionally esteemed, unquestionably investigate LiveAgent

What problems are you solving with the product? What benefits have you realized?

Inquiries from clients on our site/bolster demands. Likewise, bolster ask for that require further clarification or examination, we can signal, and have those hailed visits sent to our prosperity group to catch up with. Advantages are quite interminable, fundamentally being accommodation, and consumer loyalty.

Eduard P.
Validated Reviewer
Verified Current User
Review Source

"Universal online chat"

What do you like best?

LiveAgent is an important tool for attracting customers to the site. Since the introduction of LiveAgent, our volume of incoming phone calls of customers has decreased by an order of magnitude. Most of our customer acquisition now takes place on this platform, through the form on our website. Customers like to have immediate access to someone when they need it. And LiveAgent includes great opportunities that provide metrics and data to improve planning, tracking.

What do you dislike?

I don't have something that I don't like.

Recommendations to others considering the product:

It's easy to use and easy to learn how to use. It's frustrating that there is a typing lag and that the customer's bubbles move around, but it makes it so the agent supports does not have to prioritize the chat.

What problems are you solving with the product? What benefits have you realized?

We use it to answer questions from users on the site. We have a lot of canned answers prepared, but constantly collect new questions to add to our FAQ support and experience new ideas for art products.

Dima B.
Validated Reviewer
Verified Current User
Review Source

"Liveagent makes customer support a snap"

What do you like best?

I enjoy the Liveagent app because its very customizable, pairs with a mobile app, allows for auto-responses, has full email and response integration, has full website integration, and maintains a low web profile. Also, the liveagent reps are quick to respond and helpful.

What do you dislike?

Some customers have reported that the liveagent bubble is a nuisance when it pops up and they can't seem to get it to "go away." Also, occasionally a reply sent through the chat interface isn't received by the customer in their email, but this could also be a server anomaly on the customer's email provider.

Recommendations to others considering the product:

If you are a team that wants to always be a step ahead of competitors, then LiveAgent is for you. Nobody wants to wait for an answer to your question a day, or even two if all the problems can be solved immediately.

What problems are you solving with the product? What benefits have you realized?

Instant answers to questions and FAQ's by customers. Also order support, checking the status of shipments, etc. Its beneficial because even when I am away, chats get forwarded to my email, which I can reply to within my inbox, and they are delivered to the customer.

Zdravko G.
Validated Reviewer
Verified Current User
Review Source

"Great platform, even better support staff"

What do you like best?

We were looking for an alternative to a competitive product and tried a number of solutions. What we liked the best about LiveAgent was their quick and helpful responses to our questions prior to committing to purchase, and then assisting us in create a very unique workflow for our business.

Additionally, at the base package, the product is fully featured and I can’t imagine a small business needing anything else. Having the ability to upgrade to include chat is nice but we don’t think we would use it at this point in our growth.

What do you dislike?

Hard to find something not to like, if I had to nitpick, I would suggest improvement to the iOS apps to give more admin features to admins.

Recommendations to others considering the product:

Easy to us, great support team, full featured at the base level. Haven’t been able to find a better alternative at their price point. What impressed me most is that they didn’t blow off my silly request for help, rather they imbraced my problem and took ownership to resolve an item on my wish list that is a bonus to our switch, not a requirement.

What problems are you solving with the product? What benefits have you realized?

Ability to generate a variety of reports from our support tickets. Most other solutions require you to purchase higher level packages to be able to create meaningful reports. Good to have an iOS app as we’re onsite a lot and we can fix things quickly while out of the office.

Nicholas H.
Validated Reviewer
Verified Current User
Review Source

"Greatest Customer Service Software"

What do you like best?

I like that we can manage all of our support tickets, live chats, phone calls, and social media platforms from one system. This is a huge time saver for our business. What sets LiveAgent apart from other software is their new Call Center feature, where phone calls are routed through the system, and each call is recorded and logged as a ticket. This allows for notes to be added, further follow-up to be done, and quality inspections.

What do you dislike?

The software is definitely a learning curve. It can be complicated to setup and learn the work flow. However, once it is configured and you've got the work flow down pat, it proves itself to be efficient.

Recommendations to others considering the product:

I would recommend that other users take the time to fully test the software to realize its full benefits. I was about to give up when I saw how complicated the setup was, but I was glad that I kept pushing forward. Now that the system is setup and in use, it has proven to be the best software that I could possibly have to manage my business customer support.

What problems are you solving with the product? What benefits have you realized?

Before implementing a helpdesk software, our business struggled with communications, both internally and with our customers. LiveAgent has allowed us to create more efficient customer support work flows, ensured that no inquiry goes unanswered, and keeps us organized and on point.

Patrick B H.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"The best customer service platform"

What do you like best?

Live agent is a CRM and live chat ideal to give a timely solution to all your customers, managing a fairly accurate database, which includes the most important information about each person, such as your phone number, email, among other important data, of each person, who when solving their doubts, are an ideal tool, to give a quick solution to their concerns.

What do you dislike?

the application in the mobile is not what one would expect, for an application of a cast like this, the truth is something that disappoints me a little, when I acquire something of this price, I hope, that the functionalities are optimal in all devices, that I use, to give an excellent support to my clients from any place, I do not want to give half support, from a device, I want to give the best in any place, I hope this improves soon.

Recommendations to others considering the product:

is on the right track, but there are still many things to improve.

What problems are you solving with the product? What benefits have you realized?

Give a support to the client in a fast way online or on hold, with live chat, the answers are given in an immediate way and the problems are solved in the best and fastest way, also via email, you can give solution to other problems, which may take a little more time, and avoid wasting customer time, and ourselves, to give a timely response at the right time.

Martin U.
Validated Reviewer
Verified Current User
Review Source

"It's incredible"

What do you like best?

The way that you can perceive what your client is composing progressively and you can begin thinking about an answer for their concern.

What do you dislike?

Indistinguishable thing from what I like - it's troublesome not to begin composing in the reaction but rather once you do, they can see that you are composing something and quit composing themselves. They won't send the message since they're sitting tight for your message and you can't send your message since it answers the inquiry they won't send. What's more, I don't believe there's an approach to debilitate mechanized welcome.

Recommendations to others considering the product:

Try not to dither to contact their help - they're well disposed and know their stuff.

What problems are you solving with the product? What benefits have you realized?

Client achievement. Clients that get in touch with us are bound to change over and Live Agent fills the hole between rather awkward email and individual telephone. Also it accompanies an information base and a ticket framework.

Kimberley R.
Validated Reviewer
Verified Current User
Review Source

"Fantastic and Professional "

What do you like best?

Live agent is an extremely professional system for both agent and customer, It is appealing on the eye and has various functions, styles and options to allow you to tailor to your business needs. The ticketing system is very useful for the collection of data and gathering offline messages and leads.

What do you dislike?

I am not too keen on the pause function I would prefer an away feature which can be used for comfort breaks, lunch etc and would provide the customer with a busy message. I also think some functions are unnecessarily complicated such as setting opening times but the IT support is very helpful.

Recommendations to others considering the product:

Go for it! Excellent service, great programme and professional

What problems are you solving with the product? What benefits have you realized?

when agents are busy or if a customer contacts the team outwith opening hours its great they can leave a message or use the knowledgebase for problem-solving.

Ricardo A. G.
Validated Reviewer
Verified Current User
Review Source

"Moved from Salesforce we love it!"

What do you like best?

The chat integration with our websites, the call buttons from browser and the easy to use logic overall of the CRM. The report is simple and easy to understand, the system pushes for a fastest resolved ticket and that makes a difference in our customers.

What do you dislike?

They still have missing some important integration to accomplish: fetch dm from twitter, multiportal feature and WhatsApp integration, you tube integration and Instagram. The KBA portal could use a better search and they need to be more practical when giving examples or customization.

Recommendations to others considering the product:

If your team support relies heavyly on chat and internet calls this is the best option for you.

What problems are you solving with the product? What benefits have you realized?

We have close the timeframe gap closer with rapid responses , easier to access chats and better ticket tracking. The main strong feature of LA for me is their chat integration and options, along with the basic metrics you need.

Nelu C.
Validated Reviewer
Verified Current User
Review Source

"The best Software ever !"

What do you like best?

I like how reactions to all client tickets by our operators go specifically into the inbox organizer of the customer.Ensuring he/she is probably not going to miss the response.Live Agent acquainted chatbot with us and since we began having our chatbot react to clients on the website,there has been less weight and remaining task at hand on our human client benefit specialists.

What do you dislike?

The Live Agent cell phone candidate must be utilized to talk with site guests and nothing more.I can't make new canned reactions by means of the application.

Recommendations to others considering the product:

LiveAgent gives a stunning client encounter because of its interfaces and incredible highlights.

What problems are you solving with the product? What benefits have you realized?

Because of LiveAgent,we can give speedy and ongoing reaction to inquiries by site guests and address concerns raised by our clients site. Keeping up LiveAgent as our mode of correspondence has decreased the measure of assets used on other client bolster stages accessible.

brayant S.
Validated Reviewer
Verified Current User
Review Source

"Easy to understand and simplified solutions to managing requests"

What do you like best?

I like the fact that its so easy to use and training for its usage are so simple. Online assistance is available at all times and great to work with on finding solutions or responses to whatever obstacle is presented. Tagging system and postponing tickets makes it easy to manage all types of requests.

What do you dislike?

Getting started could be a bit of a difficulty if you are not accustomed to working in such a way and there could be a bit of backlash for your coworkers since there are extra steps that are needed when responding requests but are better in the long run for metrics and control of requests.

What problems are you solving with the product? What benefits have you realized?

The main benefits that are found are easy measuring of requests and type of requests being received as well a simplified way to analyze all this information without a million Excels or information gathering. As well as providing more control and distribution of workload for your team.

ChristinaDale E.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Great system! Easy transition from Gmail"

What do you like best?

System is very user friendly and easy to use. The company I work for switched from Gmail to LiveAgent and it was an easy transition. Learned the system very quickly - after one or two shifts working on it felt confident that I understood it.

What do you dislike?

Hmm, I guess I've personally found the signature to work a bit spotty. The only other thing would be the filtering of emails. Would like a bit more flexibility with that. But, those two items are not a big deal to me. The benefits and successes far out-weigh these two items.

Recommendations to others considering the product:

I would definitely recommend trying it out. It's a huge improvement over using Gmail - that's for sure!

What problems are you solving with the product? What benefits have you realized?

Spell check and email formatting are great. We used to have to type our emails in a Google doc, then paste it into Notepad before we could post into Gmail because Gmail would add from very strange formatting. Don't miss that at all!! It was so much work and such a headache.

Also, the notes option is really helpful. We can chat discuss the email with other team members and formulate responses right in the notes section and that information is never seen by the customer. It's very helpful!

I like that the emails are linked together as well. We did not see that happening in Gmail as each email arrived independent of other email strings we may have had with the same customer.

Tania D.
Validated Reviewer
Verified Current User
Review Source

"Love everything about LiveAgent - Seriously!"

What do you like best?

The organization of requests coming in, the confidentiality I can offer my clients, the tracking, the app, the ability to see at a glance the turnaround and the resolution of tickets. All of it. Even the customer service was knowledgeable and friendly. I also love the analytics in the dashboard. LIveAgent is an investment I am so glad to make each month!

What do you dislike?

I honestly have not come across any part of this service that I don't like...it's a very impressive setup, especially for the price. Oh, I can say there was a small learning curve for someone who is not tech savvy to set up the emails, but once I figured it out, it was easy, peasy!

Recommendations to others considering the product:

Love it! LiveAgent is complete for me - I have access to analytics, timekeeping, chat, etc. and everything I've used, I've loved. There was only a learning curve (for me) for set up, but once I figured it out, I felt it was a breeze. I always recommend LiveAgent when someone asks me what we use for our help desk service.

What problems are you solving with the product? What benefits have you realized?

Confidentiality and timely turnaround because people submit tickets, instead asking in a group forum and the time stamp keeps me delivering on time! I love how professionaly it feels having tickets submitted to a help desk and not an email sent to my or my team's email. Not only do I love it, but my clients love it, too!

Cristina B.
Validated Reviewer
Verified Current User
Review Source

"LiveChat the best, ever!"

What do you like best?

It's another, compelling, effectively overseen specialized gadget to connect with our current and potential customers. We are likewise utilizing LiveAgent as a preparation gadget for new and existing staff as the reports and files permit prompt training openings.

What do you dislike?

It is pleasant to approach or even a preliminary access to a portion of the highlights the higher valued plans give

Recommendations to others considering the product:

LiveAgent is brisk, successful, easy to use, enjoyable to work with, and up to this point without glitch. It is a decent help device for substantial and medium organizations. For little organizations, I don't think the venture is defended.

What problems are you solving with the product? What benefits have you realized?

LiveAgent furnishes my group with investigative information enumerating web guest collaboration with our site. These systematic information enables the assistance work area to group enhance the nature of our diversion while likewise helping the item configuration group to viably tweak our site for expanded deals transformation.

Shawn Z.
Validated Reviewer
Verified Current User
Review Source

"A great alternative to the expensive help desks"

What do you like best?

Competes with the leading companies at a fraction of the price. Immediately after sign up, LiveChat has super simple, built-in, implementation prompts that guide you to set up every aspect of your chat support. It comes with all the standard features: ticketing system, easy to install chat functionality on your site, and easy to navigate UI that is very intuitive.

What do you dislike?

I dislike that this is brand new - wish I had been able to use it for the past few years instead of having to use ZenDesk.

Recommendations to others considering the product:

Worth the investment for sure! Especially if you get the deal on AppSumo where you can get access for life for one low price!

What problems are you solving with the product? What benefits have you realized?

In my business, if any request falls through the cracks or any product quality control issues arise, I need to make sure there's an easy way for customers to share that information, and for my team to take care of it. LiveChat has helped us in this area.

Annemarie D.
Validated Reviewer
Verified Current User
Review Source

"Great for small businesses"

What do you like best?

I like that LA was easy to set up. I didn't have to look at the documentation too much to set it up. It was pretty self explanatory. My company consists of me, my boss, and a contractor. I'm the only one who can set up systems, so the easier the better. Plus, I don't have maintain anything. I also like that I can add chat and phone tracking to the ticket system. Our previous system didn't have that option, unless I entered it manually.

What do you dislike?

I don't like that the text box defaults to plain text instead of HTML. So far, that's the only thing I don't like. As we use it more, we may come up with more items to recommend, but so far, I don't have any complaints. When I had questions, LA support answered quickly and pointed me in the right direction.

Recommendations to others considering the product:

LA support is quick and friendly. It's easy to set up without looking at the documentation, it's priced right for all business types. It has so many great features, we can now implement additional contact sources we never thought about before.

What problems are you solving with the product? What benefits have you realized?

With multiple clients and multiple threads of emails, having everything organized is extremely important so changes and important emails aren't missed. Being the only employee, LA made keeping everyone up to date and easier to attend to, instead of scrolling through hundreds of emails. Our last ticket system, OSTicket, was very difficult to navigate, set up, and make edits to. My biggest issue with it was the text box in the tickets. It was very glitchy and I had to go into code view often to fix it's formatting. I don't have to do that with LA. I just type my response or send the initial ticket, and I'm on to the next task.

Iustin C.
Validated Reviewer
Verified Current User
Review Source

"The most useful LiveChat system."

What do you like best?

Live Agent incorporates a ticketing framework, live talk, and furthermore permits telephone calls through voip. I don't utilize the telephone some portion of it, yet the ticket and visit framework is actually what I have been searching for. I'm going to dispatch another business that will require this, and have been trying things out, and they have every one of the highlights I require.

What do you dislike?

The UI is somehow dated, however I think they are dealing with enhancing that.

Recommendations to others considering the product:

I suggest trying out any stage you feel would be an answer for your issue. You may discover LiveAgent to be the best option for your issues but, it is in every case great to attempt different arrangements.

What problems are you solving with the product? What benefits have you realized?

I required an emotionally supportive network and that is the thing that they are giving. Talk and ticket framework is the thing that I was searching for.

Raisa B.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Profound usefulness is offered at a superb cost"

What do you like best?

The onboarding procedure was extremely proficient. Setting up live operator work area was genuinely clear and when I had an issue associating the framework to my promise press site, I had a help individual from talk help me. The usefulness this bundle offers is mind blowing for my needs an independent company! It was anything but difficult to connect my web-based social networking records, messages and set up a visit emotionally supportive network that appears on my site and enables me to help my clients

What do you dislike?

I surmise the online documentation could be somewhat increasingly broad.

Recommendations to others considering the product:

Try not to dither to contact support, as they are fantastic.

What problems are you solving with the product? What benefits have you realized?

I can unify support for clients in a single framework, and I can enable other individuals to login and chip away at tickets.

Francisco A.
Validated Reviewer
Verified Current User
Review Source

"One of the best tools for my business"

What do you like best?

For me, the best is its enormous possibilities, its complete functions, its integration with many languages, its customization possibilities, but the best of all is its incredible technical support that answers all the doubts, problems and questions

What do you dislike?

Very little to say here. Maybe you need to improve some things like the mobile application that is very basic and also modernize the aesthetics of the dashboard

Recommendations to others considering the product:

Honestly, I wouldn't think so: Good price and excellent service, they're a winning combination. I had tried many options before and this is almost the best I could find, but the best thing is that they seem to listen to their users and they want to keep improving more and more to be better and that is very important because your investment is insured and in the future you will receive more value

What problems are you solving with the product? What benefits have you realized?

I manage several products in my business and they are all self-developed products, and they are saas software. I was looking for a system for these products to offer a great online support, but that includes everything (chat, tickets, etc) and with LiveAgent I found it. Now my customers are happier and congratulate me because they notice the great improvement that using LiveAgent

Quentin P.
Validated Reviewer
Verified Current User
Review Source

"Seamless setup and operation"

What do you like best?

I had it set up and running in 5 minutes including the chatbot and feedback options - and I didn't need to use the tutorial once. I was able to test it out too with the minimum of fuss - I just went to my website, clicked the chat button and I was notified immediately that someone was calling. Very slick fast interface and app.

What do you dislike?

I'm sure they could make a better on/off option for when no one's here - but honestly, it doesn't really matter as it's currently only 2 clicks to do this anyway.

Recommendations to others considering the product:

I looked around and tried many different solutions including a freeware self-hosted option, but LiveAgent blew them all away for me. I love simplicity and anything I can set up in minutes without needing to wade through tutorials and videos will always be a winner for me.

What problems are you solving with the product? What benefits have you realized?

I needed a support portal for existing clients so we make sure nothing is missed, as well as an option to bring on new prospects. This has done exactly what I needed.

Matthew L.
Validated Reviewer
Verified Current User
Review Source

"LiveAgent has great features without the high price tag"

What do you like best?

As a startup looking for a combination of needed tools but at a price that fits the budget, LiveAgent delivers.

We had live chat buttons added to our websites quickly. We integrated multiple social media channels and multiple profiles from each. Live chat has worked perfectly both in testing and with customers.

We have our teams segmented and have dashboards for reporting. We also track internal chats and calls in LA for reference.

We also use the call center with Twilio as our VOIP service. It was very easy to set up. As I understand it, call center is still being enhanced, but it serves our smaller scale needs for now and expect it to grow with our needs.

Customer support is quick to respond and help out with setup and other questions that come up.

I have been very satisfied with the whole package, price, service, features, and ease-of-use.

What do you dislike?

The tutorials could use more screenshots and drill into more detail. The caveat being their live chat is quick to answer questions on the self-help guide.

What problems are you solving with the product? What benefits have you realized?

We use LA to monitor social media, live chat for customers from our website, knowledge base for self help, and call center with all calls recorded.

This has centralized our process for customer interaction.

Bjorn A.
Validated Reviewer
Verified Current User
Review Source

"The only helpdesk I recoemmend"

What do you like best?

The number of features, the support is awesome (this is key for me), the features to price ratio.

What do you dislike?

The graphics could use a refresh, but that can happen at some point in the future. The functionality is more important than the graphics. I would like to see more social networks support. Right now only Facebook and Twitter are supported and I would love to see Facebook Groups, LinkedIn and YouTube in there.

Recommendations to others considering the product:

Do your homework. Get a free trial from all the help desk software out there and compare them. Pick the one that fits your needs the best. I believe that LiveAgent will fit the needs of most businesses.

What problems are you solving with the product? What benefits have you realized?

I'm able to support my customers and leads on nearly any platform they use (except for the ones listed above). It helps me create a nearly unified inbox, which makes for much more efficient workflows.

Larisa B.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"LiveAgent is very simple to use"

What do you like best?

We like that we can utilize it for every one of our brands and utilize various visits for various brands in the equivalent backand this rates up the sopport for us and helping our customers quicker.

What do you dislike?

There isn't a thing we can say about the cons. We think there are no cons. Perhaps an element like whatsapp business adding to the product and linkedin bolster that isn't there yet.

Recommendations to others considering the product:

truly we would counsel to utilize it.

What problems are you solving with the product? What benefits have you realized?

Our help answer is better than anyone might have expected and we can track are bolster group in ticket unraveling the customer backing is better then previously. Its an incredible help and cost decrease for personaltime so we can accomplish more with less individuals this is extraordinary.

Vlad C.
Validated Reviewer
Verified Current User
Review Source

"Adore this platform."

What do you like best?

This device gives rating and this implies we can monitor the quantities of visits, quality, consumer loyalty adn length of talks. LiveAgent encourages us to enhance our work process and to react to our clients in an auspicious way. We can react to their necessities and answer their inquiries

What do you dislike?

There is nothing that I don't like. All the best is in the LiveAgent

Recommendations to others considering the product:

I recommend LiveAgent.

What problems are you solving with the product? What benefits have you realized?

We use LiveAgent to rapidly and effectively oversee objections, audits and desires for our customers. With LiveAgent, we can without much of a stretch screen the requirements and interests of our clients. It has likewise been helpful as far as dissecting the impact of our showcasing efforts. Giving answers progressively in where clients sent messages or questions or remarks on informal organizations has nearly turned into a commitment.!

Kim B.
Validated Reviewer
Verified Current User
Review Source

"Moved to LiveAgent from Freshdesk"

What do you like best?

Love that I was able to import Freshdesk into LiveAgent just with a plugin. All I had to do was add my Freshdesk credentials and click Save. LiveAgent did the heavy lifting of moving over everything. The tickets, the knowledgebase, the agents, I mean everything. Then the new customer checklist helped me get my LiveAgent account setup in no time.

What do you dislike?

I'm a new user and so far I haven't disliked anything. I'm not expecting to dislike anything either.

Recommendations to others considering the product:

If you are looking for an all-in-one solution for a support desk with live chat, then you should definitely check out LiveAgent. It's easy to get set up. You can customize the look and feel of your support desk and live chat. Along with having great support from the LiveAgent team.

What problems are you solving with the product? What benefits have you realized?

LiveAgent helps me provide live chat for my website visitors along with a knowledgebase.

Filip C.
Validated Reviewer
Verified Current User
Review Source

"Good experience with LiveAgent"

What do you like best?

Clients like having the capacity to find solutions rapidly. It is a component I use regularly on different sites too, so I realized it'd be an ideal expansion to my business. Having the capacity to converse with more than one client on the double is likewise an extraordinary component.

What do you dislike?

Can be glitchy once in a while, truly very little to disdain. Individuals don't utilize it as much as we might want, despite the fact that we can answer numerous client inquiries through LiveAgent.

Recommendations to others considering the product:

Unquestionably give it a shot. The time for testing is an incredible choice. Functions admirably for our necessities.

What problems are you solving with the product? What benefits have you realized?

The custom overviews can be utilized to pick up data and help take care of issues. Getting criticism on the nature of our recordings so rapidly is a colossal advantage of LiveAgent

Alberto A.
Validated Reviewer
Verified Current User
Review Source

"The best thing you can do for your company is to implement this Help desk software"

What do you like best?

It's simply fantastic. It offers tons of benefits for your small business.

Live Agent offers hundreds of benefits for both your customer support staff and the general clientele.

The different integrations provided by ladesk for your company's websites will absolutely meet all expectations, facilitating all types of communication between user and service provider.

What do you dislike?

Is pretty hard to find something to dislike in this help desk platform, but if we have to mention one it would certainly be it's price. Particularly speaking the price for each additional agent. I.e. if your plan includes 2 agents + ticket and chat support for $29 per month, and you want to add an additional agent, they will charge you $29 for each agent, which does not seems to be fair.

nevertheless is actually the best help desk platform i have ever tried.

Recommendations to others considering the product:

Migrate to ladesk live agent as soon as possible, you will not regret!

What problems are you solving with the product? What benefits have you realized?

The main function implemented by us, is the "live chat", which works like a charm. It's great to being able to see what the customer is typing right away, real real-time (without having to wait until they actually send the message), helps our staff to speed up and improve the process of generating a complete answer.

It will also organize all the chats received in an adequate and comfortable way, including its respective ticket number and other information provided by the client.

The "chat overview" function also allows you to see from where, geographically speaking, you are being contacted (via it's ip).

This help desk is also marvelous for managers, since it shows easily a tons of data reports like: chat load, chat availability, agent availability (hourly, daily, monthly...).