LiveAgent Reviews & Product Details

It is a comprehensive platform for communication with the capacity to monitor, control and implement corrective measures. It have all communication from emails to calls. Its capability to monitor with the dashboard is effective. The integration of various communicating platform as well as other platforms makes it more robust in nature. I love its ability to store emails unlimited and the capability to search important emails is productive. The availability of analytics also assist in identifying performance appraisal to an extent. The automation of messages allows teams to focus on more important task while handling only the task which are different from all other assigned task for automation. The AI feature assist a lot in improving its responses. Review collected by and hosted on G2.com.

This platform is an extremely powerful platform but the user needs a good amount of training and usage to be very efficient and effective while using this platform. I also wish that more number of AI providers are available as for now i have seen only two AI providers of open AI and Flow hunt. This limits the applicability. When integrating with various other platforms there is always a chance of the actual usage and application overshooting the budget. Review collected by and hosted on G2.com.

I have been using Live Agent for over three years now, and one of the best features of this software is its ability to provide instant resolutions. The platform also offers live chat and email options for our clients, who often raise complain tickets through our website. Since, the software is entirely browser-based so, it can be accessed on various devices, whether iOS, Windows, or even Android phones. This versatility makes it highly scalable in our business Review collected by and hosted on G2.com.

The main challenge I encounter with Live Agent is its user interface, which feels somewhat outdated. It took more than 45 days to become familiar with all the features. Additionally, accessing the live chat function requires a PC or Windows device, making real-time chatting on Android phones quite difficult based on my experience. Review collected by and hosted on G2.com.

The outstanding feature of LiveAgent is the cross-channel, universal inbox that consolidates all customer communication—whether emails, live chats, call center calls, or messages from social media like Facebook, Instagram, and WhatsApp—into a central ticketing system. This unification allows employees to view the entire history of a customer, regardless of which channel the contact previously took place on. This enables them to respond to inquiries more quickly and individually. Additionally, LiveAgent offers a very fast, flexibly customizable live chat as well as a self-service knowledge base that efficiently handles simple inquiries and relieves the team. Review collected by and hosted on G2.com.

Although the core functionality of LiveAgent is convincing, there is still room for improvement in the mobile app. Many users criticize that the Android and iOS versions do not run as stably and offer fewer features than the desktop version. Additionally, errors occasionally occur, and there are compatibility issues with newer smartphone models. The organization of history data and the search functions could also be optimized. While the ticket management is overall efficient, experienced users desire advanced filtering and search options to access older documents or tickets in the system more quickly. Review collected by and hosted on G2.com.

I've loved the continuous developments in LiveAgent for years, constantly evolving to provide the latest customer support automation systems. LiveAgent is simple, easy to use, and provides all the customization capabilities we need. I love how LiveAgent makes live chat with customers more seamless and improves our ability to organize quick responses. It's great that we can easily direct the chatbot to support our efforts by answering frequently asked questions and providing a constant point of contact for customers to submit feedback and automatically document it at any time. Review collected by and hosted on G2.com.

LiveAgent should enhance the storage of tickets, documents, and emails and provide additional search options to facilitate faster access to historical data. Review collected by and hosted on G2.com.

Live agent is tool which can provide support to our customer of our organization 24/7 hours and it also take records of our customer information in the form support tikcet which are creating by liveagent when they are interacting with each other.It si easy to use any organisation to reduce our support man power. Review collected by and hosted on G2.com.

Fisrt time implementation of this make some configurations releted issue and create confusion to use in daily basis. it require experience person for implementation in any organisation. Review collected by and hosted on G2.com.

LiveAgent offers excellent customer support. When a customer submits a support request, LiveAgent automatically creates a ticket and prioritizes it, ensuring no issue is overlooked and enabling us to respond in a timely manner. I love the ease with which LiveAgent automatically categorizes all incoming tickets and displays duplicate tickets in a dedicated section, making it easy to review previous tickets and rely on them to respond to new ones. Review collected by and hosted on G2.com.

LiveAgent has few problems, and I like the accuracy of its notifications, which enhances response times even when working remotely. Review collected by and hosted on G2.com.

I really like how easy it is to manage all my customer conversations in one place. The interface is clean and simple, so even if you’re not super technology friendly you can learn to use it quickly. The live chat feature is fast and reliable and I love how I can switch between emails chats this is quite easy and cool feature, and tickets without losing track of anything. It honestly makes customer support feel way more organized and stress free for me. It helps me a lot while performing my personal and professional work. I started using this in Concentrix, there it helped me a lot while responding to the customers since there are many customers who we deal with on daily basis so it is not possible to remember the previous conversation but it does recall everything and helped me with the specific canned responses. Also it is super good to find out how I am doing so it also helped me check my scores such as average handle time, ticket resolution rate and customer satisfaction etc. Review collected by and hosted on G2.com.

LiveAgent is overall good but sometimes it feels a little slow when there are too many tickets open, and the mobile app could be smoother than it is. Also, there are a lot of settings which is great for customization, but it takes a bit more time to figure out everything in the beginning. Other than that, it’s been pretty good nothing else to report as dislike. Review collected by and hosted on G2.com.

LiveAgent made it easy for us to handle customer tickets every day without any clutter. The automatic ticket allocation feature and self-help from the service bot simplified everything and allowed us to focus more on service development solutions. Review collected by and hosted on G2.com.

The only thing that took me a while to master was creating very detailed reports on customer data or journey details. There are so many options, and it can take time if you want a very accurate report. Review collected by and hosted on G2.com.

I like everything about Liveagent. I love its clean, uncluttered interface, which makes responses always faster. It's great that Liveagent is easy to customize and integrates seamlessly with all our social media and web pages. Setting up a service bot is easy, and it's great that it serves multiple functions simultaneously, enhancing our marketing capabilities and allowing our customers to access services quickly. I also love its documentation capabilities, which allow us and our customers to easily track tickets using reference numbers. Review collected by and hosted on G2.com.

I don't like to discuss Liveagent's downsides because they don't exist at all. It simplifies every task and helps us manage tickets efficiently. Review collected by and hosted on G2.com.

Managing emails or social media messages as support tickets through LiveAgent and making everything easily accessible for teams to review interactions has supported our ability to ensure consistent service quality. Review collected by and hosted on G2.com.

I would like to select the reply box that covers part of the original ticket and improve the auto-complete text. Review collected by and hosted on G2.com.