--- title: LiveAgent Reviews meta_title: 'LiveAgent Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1538 reviews by the users' company size, role or industry to find out how LiveAgent works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1538 scale: '5' date_modified: '2026-07-12' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # LiveAgent Reviews **Vendor:** QualityUnit **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 1,538 ## About LiveAgent LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service. ## LiveAgent Pros & Cons **What users like:** - Users appreciate the **ease of use** of LiveAgent, facilitating efficient communication and quick resolution of support requests. (58 reviews) - Users love the **user-friendly ticketing solution** of LiveAgent, enhancing collaboration and streamlining cross-channel customer interactions. (48 reviews) - Users value the **impressive customer support** of LiveAgent, benefiting from quick responses and efficient issue resolution. (45 reviews) - Users appreciate the **helpful support system** of LiveAgent, enhancing communication and resolving issues efficiently. (42 reviews) - Users value the **efficiency of LiveAgent** , especially its seamless integration and real-time chat capabilities for improved customer support. (36 reviews) - Simple (27 reviews) - Easy Setup (25 reviews) - Time-saving (25 reviews) - Automation (24 reviews) - Integrations (23 reviews) **What users dislike:** - Users experience a **steep learning curve** with LiveAgent due to its outdated interface and complex features. (12 reviews) - Users experience **missing features** in LiveAgent, including poor mobile functionality and limited customization options. (11 reviews) - Users find LiveAgent's interface **not intuitive** , requiring extensive time to navigate and understand its features. (10 reviews) - Users face a **steep learning curve** with LiveAgent due to its outdated interface and complex feature navigation. (10 reviews) - Users report **integration issues** with WhatsApp and Facebook, limiting interaction and functionality in LiveAgent. (9 reviews) - Users face a **lack of features** in LiveAgent, limiting customization and creating challenges with the mobile app experience. (8 reviews) - Limited Customization (8 reviews) - Interface Issues (7 reviews) - Limitations (7 reviews) - Slow Loading (7 reviews) ## LiveAgent Reviews ### 1. Excellent for customer communication **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2022 **What do you like best about LiveAgent?** LiveAgent is easy to use with teams as a team member can answer a ticket and handle it. It is integrated with a lot of different solutions too. **What do you dislike about LiveAgent?** Set up wasn't easy. Have to contact customer support to handle it. **What problems is LiveAgent solving and how is that benefiting you?** We weren't able to distribute customers to different team members quickly. Now it can be easily done as customers are organised and distributed by the system. **Official Response from Quality Unit:** > Hello there! :) Thank you for your review. We hope you enjoy LiveAgent and that our customer support was helpful. In case you need anything, we're here for you 24/7 for assistance. - LiveAgent Team ### 2. Great Product for the Price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2022 **What do you like best about LiveAgent?** LiveAgent provides all of the items we want in a ticketing system at a great price. We really like the automation, customer portal, and knowledge base and it's made our lives a lot easier. **What do you dislike about LiveAgent?** The UI design is quite dated and could be updated. It is difficult for our non-technical team members to add things to the portal as you need to know HTML, CSS, and JS. **What problems is LiveAgent solving and how is that benefiting you?** We are trying to streamline our incoming ticket flow system away from an email system that didn't allow us to filter our tickets as well as LiveAgent does currently. **Official Response from Quality Unit:** > Hello there :) Thank you for your 5-star review ! We're happy to see that LiveAgent is making your life easier. As for the UI, there are a few themes to choose from, however we are working tirelessly to add more designs. - LiveAgent Team ### 3. A very helpful tool for work. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2021 **What do you like best about LiveAgent?** A very helpful tool that facilitates everyday work. Everything is in one place and you can easily make a report on the work done at any time. Each customer request can be analyzed according to his needs. The facilitation is that you can easily verify the work of each employee and can see their progress for themselves. **What do you dislike about LiveAgent?** Long email refresh time.I miss that the messages from the e-mail come at the time of sending by the client. **Recommendations to others considering LiveAgent:** I recommend using Live Agent **What problems is LiveAgent solving and how is that benefiting you?** Ongoing communication with customers. Thanks to Live Agent, we have the ability to easily verify all reports from customers from several communication channels. **Official Response from Quality Unit:** > Hello! Thank you for your amazing review! We are very pleased that you have been satisfied with the system :) Should you encounter any issues, our team is available 24/7 via chat or email so you can reach us anytime and we'll be happy to resolve any issue. - LiveAgent team ### 4. Helpful tools to gather customer's questions and provide customer services to them. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2022 **What do you like best about LiveAgent?** Simple system with a lot of instructions during the setup process. The ticketing system can help us to arrange colleagues' tasks easily. Suitable for website and social media. **What do you dislike about LiveAgent?** More social media or chat system integration choices will be better. **What problems is LiveAgent solving and how is that benefiting you?** Lots of phone calls to handle. To communicate with customers instantly and arrange jobs for our colleagues. **Official Response from Juraj Tobola:** > Hello! Thank you for your feedback! Our aim is to provide simple installation and easy set-up for anyone. As for social media, LiveAgent provides integrations with all major social media platforms. If you have issues with anything specific, please contact our customer support via chats or email. We are always happy to assisst :) - LiveAgent Team ### 5. LiveAgent is a very user friendly CRM platform, which is simple and also powerful. **Rating:** 5.0/5.0 stars **Reviewed by:** Tony f. | Compliance team, Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2022 **What do you like best about LiveAgent?** Able to record all individual email phases in a ticket (from customer to employee. **What do you dislike about LiveAgent?** Reporting still unable to record overall time from the ticket is opened until the ticket is closed (resolved) for example overall resolution time is 24 hours. **What problems is LiveAgent solving and how is that benefiting you?** OKR problem might potentially be solved **Official Response from Juraj Tobola:** > Hello Tony! Thank you for your 5-star review of LiveAgent :) Happy to have you on board! - LiveAgent ### 6. Great tech support software **Rating:** 5.0/5.0 stars **Reviewed by:** Marcin O. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2021 **What do you like best about LiveAgent?** Possibility to personalize e-mail and customer portal via HTML/CSS. **What do you dislike about LiveAgent?** The mobile application could be more aesthetic and modern. **Recommendations to others considering LiveAgent:** Fast, easy to use ticketing system, with good technical support and interesting widgets (like the contact or knowlege portal). **What problems is LiveAgent solving and how is that benefiting you?** Customer support, troubleshooting. **Official Response from Quality Unit:** > Hi Marcin! Thanks for your kind words :) We're glad you like LiveAgent and our customer support! We're working hard to make the system and mobile app better every day. Expect more updates in the near future! - LiveAgent Team ### 7. Useful tool to communicate with clients **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2022 **What do you like best about LiveAgent?** Easy to use and setup is not hard. Not expensive as well. **What do you dislike about LiveAgent?** Not enough selection of communication tools to connect with **What problems is LiveAgent solving and how is that benefiting you?** To provide a channel for our staff to talk to customers with monitoring functions. It is easier for us to review the performance and how do our colleagues talk to customer. **Official Response from Juraj Tobola:** > Hi! Thank you for sharing your feedback. We are happy to have you with us :) Do you have any specific communication tools in mind? - LiveAgent Team ### 8. Very good troubleshooting soft **Rating:** 4.5/5.0 stars **Reviewed by:** Adam G. | Web developer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 17, 2021 **What do you like best about LiveAgent?** The software has a clear interface so you can start using it quickly and easily. **What do you dislike about LiveAgent?** I did not notice any disadvantages of using the program. Everything works as expected. **What problems is LiveAgent solving and how is that benefiting you?** Customer service in the field of creating websites. **Official Response from Quality Unit:** > Hi Adam! Thank you for your review! Happy to have you with us :) - LiveAgent Team ### 9. Great ticketing software for a competitive price **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2022 **What do you like best about LiveAgent?** Having all tickets (and chats etc.) pertaining to one specific customer in one place (regardless of which agent and when tickets were created) is very helpful. The software we are currently using does not do that and it takes time to find information in previous tickets. **What do you dislike about LiveAgent?** This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons. **What problems is LiveAgent solving and how is that benefiting you?** We were evaluating whether to use it as a helpdesk software. **Official Response from Quality Unit:** > Hello! Thank you for sharing your feedback! We are glad that you find LiveAgent helpul for managing your tickets from one place :) Happy to have you with us! - LiveAgent Team ### 10. Ticketing system with a great support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Alternative Medicine | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about LiveAgent?** We have been using LiveAgent for over month and are very happy with it. What we like the most are the customization options, ability to use our own css scripts and a seamless integration with the mobile app. Hotline has been very helpful 24/7. **What do you dislike about LiveAgent?** We'd like approval option implemented to the Customer Portal (before someone submits a ticket, it has to be approved by someone else, after that the ticket is created/denied), although we have been told this feature is in development. **What problems is LiveAgent solving and how is that benefiting you?** Multiple channel options are the biggest benefits, along with easy understanding for the end users. Everything is centralized now and tickets get resolved more quickly. **Official Response from Quality Unit:** > Hello there! Thank you for your positive feedback on our customer support and the software itself. You know where to find us 24/7 should you have any questions or should you need anything! :) - LiveAgent Team ### 11. Love live agent **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2022 **What do you like best about LiveAgent?** Live interactive tools, Full stack automated natural behaviour reply terminology,live queries management best setup and easy process.better for deficiency management. **What do you dislike about LiveAgent?** LACKING of AI tools implementation.need to inbuilt small enterprises pre resources predict solutions.bettter to give Full length access in free plan then only user can understand exactly ui design and all options along with benefits **What problems is LiveAgent solving and how is that benefiting you?** Live interactive tickets stats are created.quality of query resolving was initiated.provided proper basic information in first interction only.live media share us easy and social media update also made easy. **Official Response from Juraj Tobola:** > Hi there, Thank you very much for your review! For more information on integrations with AI tools such as chatbots, please contact our 24/7 customer service. We'll be happy to help. - LiveAgent Team ### 12. LiveAgent is good tool for Customer Support **Rating:** 4.0/5.0 stars **Reviewed by:** Nishant J. | Technical Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 10, 2022 **What do you like best about LiveAgent?** Gives you ability to provide Customer Support services **What do you dislike about LiveAgent?** The chat bot could have been added with more relevant information **What problems is LiveAgent solving and how is that benefiting you?** 24X7 customer support, General FAQs with automated responses **Official Response from Quality Unit:** > Hi Nishant! :) Thank you for your feedback on LiveAgent. Glad to have you on board! - LiveAgent Team ### 13. Live Agent - best customer service software for live chat support! **Rating:** 4.0/5.0 stars **Reviewed by:** Cristal C. | Savvy Administrative Assistant and Social Media Consultant with Superb Customer Service Skills, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2021 **What do you like best about LiveAgent?** All of our customers are merged into one place. It does not matter if they are internet, email, or phone customers. **What do you dislike about LiveAgent?** Started free, then kept upgrading until we were paying for the highest option to get all of the perks. **What problems is LiveAgent solving and how is that benefiting you?** We can have one software to keep up with our clients' tickets, whether they come in by phone, email, or internet. **Official Response from Quality Unit:** > Hello Cristal! Thank you for sharing your feedback. Happy to have you with us! :) - LiveAgent Team ### 14. Perfect Unified Solution for Price and Ease of Use **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony F. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2021 **What do you like best about LiveAgent?** LiveAgent works with multiple departments out-of-the-box. We haven't had to change any of the out-of-the-box automations, rules, or routing. We have 25 agents who are not technical, and they adopted the platform immediately with no problem. The price point is perfect, especially since you will not have to spend weeks setting it up. The platform is truly great. **What do you dislike about LiveAgent?** The reporting system is sufficient; but could use improvements such as being more granular and custom. **What problems is LiveAgent solving and how is that benefiting you?** We are resolving internal software support tickets and external complaint tickets. The benefits of having multiple departments keeps tickets in order and unified. We also use LiveAgent forms embedded in our intranet. **Official Response from Quality Unit:** > Hi Anthony, thanks a lot for your kind words and we are happy your team quickly learned how to benefit from the software to enhance customer experience. Good luck with the business! LiveAgent team ### 15. Feature-packed customer service platform **Rating:** 5.0/5.0 stars **Reviewed by:** Mohamed M. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2021 **What do you like best about LiveAgent?** Apart from all the features that LiveAgent provides, one of the best ones we haven't used in our company before is live chat. Our customers have repeatedly requested and were always surprised and disappointed that we are not using it. Since we have implemented chat on our website, our satisfaction score is higher, and we have much happier customers. **What do you dislike about LiveAgent?** The customizability is somehow limited, but you can create your own design by implementing the CSS code. It's not too difficult, but it does require a person with a bit of coding experience. But even then, the customer support is always there to help. **What problems is LiveAgent solving and how is that benefiting you?** Communication not only with our customers but in between departments. Our agents no longer have to pick up a phone or physically get up from their desk and walk to other team members if they need help. They can comfortably start an internal chat session and never stop chatting with the customer. **Official Response from Quality Unit:** > Hi Mohamed, Thank you very much for your kind feedback. It's amazing to hear that LiveAgent was the right choice for you and that it has made a positive impact on your business. We are equally glad that you found our support responsive and helpful - we are available 24/7 in case of any questions or issues. Have a great day! ### 16. Live Agent Review **Rating:** 5.0/5.0 stars **Reviewed by:** Leana Z. | Customer Service Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2022 **What do you like best about LiveAgent?** Live agent has helped out many consumers with any difficulty or questions they may have without having to wait on a long hold over the phone. **What do you dislike about LiveAgent?** I wish there were more flexibilities when it comes to companies. **What problems is LiveAgent solving and how is that benefiting you?** LiveAgent has helped lower wait times and address happier customers very quickly. **Official Response from Quality Unit:** > Hello Leana! Thank you for your review! We are very pleased that you have been satisfied with the system :) Do you have anything specific in mind when it comes to flexibilities with companies? Feel free to reach out to our 24/7 customer service so we can help you with this issue. - LiveAgent team ### 17. Amazing, fairly-priced customer support solution that includes social media channels. **Rating:** 4.5/5.0 stars **Reviewed by:** Ewelina (Evey) R. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2021 **What do you like best about LiveAgent?** Great features that significantly improved our workflows through process automation. Thanks to the social media channels integration, we started using social media messengers to connect with more customers besides classic email support and the results are noticeable. We were afraid that messages from all additional channels would be hard to keep track of but the ticketing system takes care of it all and sorts everything for us. Highly efficient! **What do you dislike about LiveAgent?** The UI can be a bit clunky at times and it takes some time to find your way around certain, more advanced features. The design of the app is outdated and some of the actions could be simplified or clarified for new users. We use integrations with other apps and they sometimes take a while to configure for a person with no experience. However, there are guides to help out on integration pages to help out with the process **Recommendations to others considering LiveAgent:** Spend some time learning the guides they provide to make sure you can use their full feature suite **What problems is LiveAgent solving and how is that benefiting you?** We covered more customer channels thanks to Facebook, Twitter, Instagram integrations and we started using Viber. All in all, more customers reach out with questions thanks to availability of more communication channels. **Official Response from Quality Unit:** > Hi Ewelina, Thank you very much for your kind words. We are so glad to hear that LiveAgent has been the right fit for you and that you have been satisfied with its functionalities and features. Our team works hard every day to further improve both the software and the app so keep an eye out for more awesome updates coming your way! ### 18. Live agent review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2022 **What do you like best about LiveAgent?** How straightforward it is to use the platform. Its. very easy and signposted well. **What do you dislike about LiveAgent?** Sometimes information doesn't pull through well: e.i. email address ect **What problems is LiveAgent solving and how is that benefiting you?** customer support and user quieres **Official Response from Juraj Tobola:** > Hello there! :) Thank you for sharing your feedback. We are happy to have you with us. Should you have any questions or encounter any issues, feel free to contact our 24/7 support. - LiveAgent Team ### 19. Does exactly what it says on the tin **Rating:** 4.5/5.0 stars **Reviewed by:** Lee F. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about LiveAgent?** The filtering capabilities are second to none **What do you dislike about LiveAgent?** Sometimes the support is very busy, but it is not a dealbreaker **What problems is LiveAgent solving and how is that benefiting you?** It's allowed us to keep our support departments separate and enabled us to have a better overview of our tickets **Official Response from Quality Unit:** > Hello Lee! Thank you for your feedback! We're aiming to be the best on the market and we are hoping that LiveAgent is helping you with all of its functions and capablities. As for support, we are here for you 24/7 via live chat, however in case that you are not able to speak to agent within a minute or two, please drop an email to support@liveagent.com and you'll get a response in no time :) - LiveAgent team ### 20. Fairly easy way to communicate with customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2018 **What do you like best about LiveAgent?** The thing we like the best is the easy to use interface. **What do you dislike about LiveAgent?** No Microsoft teams integration, that would be really nice. **What problems is LiveAgent solving and how is that benefiting you?** Makes it easier for customer to contact us **Official Response from Quality Unit:** > Hello ! Thank you for your review :) Happy to have you with us. - LiveAgent Team ### 21. TOTAL CONTROL OF COMMUNICATIONS WITH CLIENTS AND INTERNAL COMMUNICATIONS **Rating:** 4.5/5.0 stars **Reviewed by:** PABLO B. | Data Scientist **Reviewed Date:** December 03, 2021 **What do you like best about LiveAgent?** Powerful and valuable omnichannel customer communication management solution **What do you dislike about LiveAgent?** Its interface and user experience, while not bad, can be improved. **What problems is LiveAgent solving and how is that benefiting you?** Allows absolute control of communications with clients and its integrated IVR is very convenient **Official Response from Quality Unit:** > Thank you for your review, Pablo. We are happy to have you among our clients. We take note of your suggestions, there is always room for improvement. Best regards and happy holidays. ### 22. Lifetime Access That Gets Revoked If You Don't Log In **Rating:** 0.0/5.0 stars **Reviewed by:** Martin M. | Director, Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2021 **What do you like best about LiveAgent?** It is a great platform and provides some great features for supporting clients in one location. **What do you dislike about LiveAgent?** I purchased a lifetime deal for live agent and their current policy requires me to log in every month to keep my account. We are a small business and don't have a lot of support requests so logging in is just not needed some months. On top of this if you don't log in for 3 months consecutively their own website states they will delete you account. This is one of the worst policies I have ever seen from a tech company and the small amount of data in my account is certainly not costing them. Aside from this I wouldn't call this policy "lifetime" access. Run Away Run Far Away. **Recommendations to others considering LiveAgent:** Be prepared to meet a login requirement each month without fail. **What problems is LiveAgent solving and how is that benefiting you?** Supporting my clients when I'm not locked out of my lifetime live agent account. **Official Response from Andrej Csizmadia:** > Hello Martin, I am sorry to see your not-so-pleasant experience with your LiveAgent subscription and your journey so far. Our mission is to provide the best help desk software solution on the market that is supported by the class-leading customer service. I have to admit that we did not 100% deliver all of our promises and did not meet our goals to give you proper customer experience. We have reworked the system in a way where you are not required to log in every 4 weeks to keep your subscription active. This will give you enough freedom to log in to your acccount anytime you need based on the needs or seasonality. Would there be a chance to have you back on the LiveAgent boat and to embark on the journey together again? Please, approach us at hello@liveagent.com, I am sure we will find a common solution to this situation. - Andy ### 23. Good features for good price **Rating:** 4.5/5.0 stars **Reviewed by:** Robert J. | BI Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2016 **What do you like best about LiveAgent?** The application is accessible to all sizes of companies. Low price and a wide array of functionalities are great. The big advantage for us is support in the Czech language. **What do you dislike about LiveAgent?** For some time we had a problem with importing emails. Provider edited scripts for us to funcion even with our "not quite default" server settings. **Recommendations to others considering LiveAgent:** I am a consultant who helps companies set up the processes of operation of their e-shop. I already use LiveAgent with a third client and I don't even offer any other solution. That already means something. **What problems is LiveAgent solving and how is that benefiting you?** We do use application for tracking helpdesk (email, phone) requirements. It allows us to follow a request from the beginning to its settlement and also monitor and evaluate the functioning of individual agents. **Official Response from Andrej Csizmadia:** > Hello Robert, thanks a lot for your excellent review! LiveAgent was made exactly in a way so that it could be configured individually to fit anyone's needs regardless of their business type or size. It is all up to you to decide how LiveAgent should be set up and what workflow works the best for you. I am not really sure what issues you were having with the emails importing but please let us know either via chats on our website or via emails at support@liveagent.com whenever you have any questions or run into any issues, our support team is here for you 24/7! Thank you for recommending our software, we appreciate it a lot and we could not be more thrilled to have you with us! :) ### 24. Fair pricing and great tools, LiveAgent has everything you need to do the job right. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2021 **What do you like best about LiveAgent?** The toolset is great. We’re covering everything - emails, web chats, messenger, facebook, instagram, twitter, viber, calls. We spread everywhere to every channel and it worked. Once you get a ticket, the information is all there and you don’t have to search for conversations all over the inbox. Simply put, we take care of everything. **What do you dislike about LiveAgent?** There are minimal problems with LiveAgent and we didn’t experience any significant problems no matter what we threw at it. Their customer service helped us out a couple of times but it was a fairly quick process and they didn’t think twice about improving our experience. **What problems is LiveAgent solving and how is that benefiting you?** We’re solving every problem with LiveAgent. We realized all the benefits of it and we don’t want to switch to any other alternative. Go LiveAgent! **Official Response from Quality Unit:** > Hi :) Thanks a lot for your kind feedback! We are thrilled to have you with us. You know our team is here for you 24/7 so do not hesitate to reach out to them whenever you have any questions or require any assistance! :) - LiveAgent Team ### 25. Simple and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Nishant Z. | Technical Support, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2021 **What do you like best about LiveAgent?** Quick overview of the tickets closed by each individual present. UI is simple and easy to understand. **What do you dislike about LiveAgent?** Brand itself is not as big as hubspot. They should include something for support and sales channel to easy transfer tickets. **What problems is LiveAgent solving and how is that benefiting you?** Custom support, website support, mobile app support. **Official Response from Quality Unit:** > Hi Nishant, thanks a lot for your review! We are thrilled to have you with us! :) We are working hard to be recognized brand for the best Help-Desk solution out there. Feel free to shoot us with any suggestions on improvements at support@liveagent.com! :) ### 26. LiveAgent went beyond our expectations. **Rating:** 5.0/5.0 stars **Reviewed by:** Barbora H. | Head of Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about LiveAgent?** Having live chat, emails, social and calls in one app is just awesome. Tickets are well organized and provide a clear overview of the history. Chat is very customizable which is very important for our presentation. **What do you dislike about LiveAgent?** Took us a day or two to figure out some features because there are so many options and it might seem a bit overwhelming at first. Otherwise, I can’t think of anything that we dislike. **What problems is LiveAgent solving and how is that benefiting you?** Logging into 20 different devices and accounts to resolve tickets was a nightmare for us. Now with LiveAgent, everything is neatly organized in our universal inbox. My agents are less stressed (myself included) and our customers are happier with our service. **Official Response from Andrej Csizmadia:** > Hi Barbora, many thanks for your excellent review! We are happy to see that you have managed to make your day to day work more efficent! I can imagine that it must have been difficult to keep 20 different channels and devices under control, no need to do that anymore! With LiveAgent you can keep everything in one place :) You know where to find us should you have any questions or need any help! :) ### 27. First Use of LiveAgent in my Company **Rating:** 4.5/5.0 stars **Reviewed by:** Victor D. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2021 **What do you like best about LiveAgent?** It is very easy to understand the process to follow up a Ticket and to configure in my company **What do you dislike about LiveAgent?** Do the pending issues by contact, because we need to check one by one **What problems is LiveAgent solving and how is that benefiting you?** To organize all the support that we provide to my customers and to check which are the most frequent problems **Official Response from Quality Unit:** > Hi Victor, thanks a lot for your review and we are happy that you are satisfied with our ticketing software. If there will be any further questions, just let us know through the chat/email support, which we provide 24/7. LiveAgent team ### 28. Great all-in-one solution for our business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2021 **What do you like best about LiveAgent?** Amount of features. We were looking for a simple help desk solution for our business and LiveAgent provided us with features we didn't know we needed. Also simplicity of installation and use. All of our communications with customers is now in one place and well organized. **What do you dislike about LiveAgent?** I hope there will be some new themes and UX features soon. Other than that, there is nothing really to dislike. **What problems is LiveAgent solving and how is that benefiting you?** Previously our communication was scattered among various channels and sometimes it got lost in between them. Having a tool that aggregates all chanels into one organized view is a great benefit. **Official Response from Quality Unit:** > Hi there, Thanks a lot for your kind words. We are very pleased to hear that LiveAgent was the right fit for you and that it has made your everyday work a breeze. Our team works hard everyday to further improve every aspect of the system, including its UX and UI so keep an eye out for more awesome updates coming your way! ### 29. Live Agent great help **Rating:** 4.5/5.0 stars **Reviewed by:** James L. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about LiveAgent?** It has helped me streamline customer responses and keep ticket times under control. **What do you dislike about LiveAgent?** It would be nice if it were free! But no actually complaints. **Recommendations to others considering LiveAgent:** It does more than our previous support software at a reduced cost. It was a win-win. **What problems is LiveAgent solving and how is that benefiting you?** It has been beneficial following up with contacts as, being a wholesaler, we have a lot of inquiries and can be sitting on some long wait times. **Official Response from Quality Unit:** > Hi James, Thank you very much for your feedback. We're glad to see that LiveAgent has been the right choice for you when it comes to keeping all tickets under one roof. Keep up the great work! ### 30. Excellent Customer Support Portal **Rating:** 5.0/5.0 stars **Reviewed by:** Ciara S. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2020 **What do you like best about LiveAgent?** We had issues with a similar company that would filter out emails from our customers. We are happy that LiveAgent uses a different spam filter so we can now get all of our customer's emails. **What do you dislike about LiveAgent?** This is a small thing, but I feel like LiveAgent doesn't have the cleanest looking setup. But it functions the way we need it to so it's ok! **Recommendations to others considering LiveAgent:** If you're considering LiveAgent, my advice is to take the time to figure out how to implement the features they have. It's not super intuitive for some of them, but it makes the service more worth it if you take the time to figure it out. **What problems is LiveAgent solving and how is that benefiting you?** We had issues with a past company that marked our domains as spam so we couldn't get all of our customer's correspondence. LiveAgent has corrected that issue for us. We've also liked using the auto reply for times we are out of the office. **Official Response from Quality Unit:** > Hello Ciara! Thank you for your 5-star review :) Glad to see that our spam filter works great for you! Should you need anyting, our support is here for you 24 / 7 - LiveAgent Team ### 31. Very good customer support tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2019 **What do you like best about LiveAgent?** - Live Chat with customer directly integrated in Wordpress - Easy to setup **What do you dislike about LiveAgent?** -User Interface could be a bit more modern. **What problems is LiveAgent solving and how is that benefiting you?** Customer support and Chat **Official Response from Quality Unit:** > Hi! Thank you for your review! We're happy to see that you are satisfied with LiveAgent :) As for the UI, you can find more themes to choose from in Profile settings. We're working on adding some new ones soon. Don't forget, our support is here for you 24/7 via chats on our website should you have any questions! :) - LiveAgent team ### 32. Too many unaddressed issues with support that is responsive but never actually fixes the problems. **Rating:** 0.0/5.0 stars **Reviewed by:** Dimitri R. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about LiveAgent?** Relatively fast/easy to learn. If you know how to use email, you'll have an easy time using LiveAgent. **What do you dislike about LiveAgent?** We have been users of LiveAgent since late 2016/early 2017. Our #1 problem with LiveAgent is that they never fix what is broken in a timely manner, nor do they help with solving real issues with their platform Let's start with SLAs. 1. For starters, they don't properly implement time zones on their platform. While that doesn't sound so bad, it affects how the system determines whether you are meeting your SLAs (which IS a big deal). 2. When a client's user emails you, the system has no built in mechanism for you to determine what client that user belongs to. It could be very simply done by matching email domains, but that isn't implemented and there is no easy way (using their rules system) to implement that yourself. Of the thousands of users we support, their expectation is that we manually assign each customer to a company---and there is no way to mass assign them either. Since September of 2020 (it is now late November 2020) we identified an issue where the ticket system either dropped or completely misassigned ticket recipients. This has led to numerous problems with our customers who have accused us of not responding to them in a timely manner. We in fact did, but the response was not sent to the proper recipient because of this issue. Despite the fact that we have demonstrated this issue to support on multiple occasions, it still hasn't been fixed--and their only response is "well, I think it will be fixed in the next version." If you end up with duplicate companies (aka clients) which is quite easy to do considering the Companies screen doesn't have a properly implemented alphabetical sort--you have NO way to merge them. You have to go through your contacts and assign them to the one you want. These issues have also been ignored by development. **Recommendations to others considering LiveAgent:** If you evaluate the platform and are ok with its significant bugs and shortcomings, it is easy to use. If you actually want to manage and use this system to implement your SLAs, use something else. If you want responsive support, you can get that--it just doesn't get you anywhere. **What problems is LiveAgent solving and how is that benefiting you?** It has been more detrimental than helpful due to unaddressed issues, especially in the past 12 months. Without being told when these issues are going to be addressed, we have no choice but to look for an alternative. It would be great and this review would be quite positive if these issues were addressed and resolved, but it's getting worse and not better. ### 33. Affordable and easy-to-use support tool **Rating:** 4.0/5.0 stars **Reviewed by:** Piotr M. | Marketing Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2021 **What do you like best about LiveAgent?** Since we get a huge amount of customer requests, we appreciate the ticketing system as well as the KB inside the LiveAgent. Our team gets evenly distributed tickets, and they can also help each other out efficiently with the internal conversation. We can also finally provide self-service so our customers can get assistance 24/7. **What do you dislike about LiveAgent?** The initial setup of the automation can be tedious. However, once you understand the process, it is quite rewarding. **What problems is LiveAgent solving and how is that benefiting you?** We have noticed an increase in conversion rate since we are able to support beyond the business hours. Plus, the canned messages and email templates have really elevated our team's productivity. ### 34. Massive outages, no support, can't contact Account Manager **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2021 **What do you like best about LiveAgent?** It handles basic ticketing functionality when they're not having a massive outage. **What do you dislike about LiveAgent?** Hard-down outages preventing entire team from working. Zero phone support provided, even during said critical outage. Shockingly no support mechanisms for a company that writes support software. Can't contact Account Manager to escalate, because they're in Slovakia with no after-hours backup or escalation path. Additionally, API docs are quite poor and breaking changes are introduced frequently, making it quite difficult to maintain reliable integrations for anything beyond their basic functionality. **What problems is LiveAgent solving and how is that benefiting you?** Customer support ticketing **Official Response from Quality Unit:** > Hi, Thank you for your feedback. We are sorry to hear that your experience with LiveAgent was not satisfactory - although the recent outages didn't affect all of our clients, we are sorry that it affected you and your system. Our admins are working with our hosting provider on reducing any future outages. Our email and chat support are available 24/7, as is our status page that we update as soon as we come across any issues. Regarding the API issue, we are not aware of any breaking changes that could affect the API or integrations. If you could contact our support at support@liveagent.com, our team would be happy to assist you with both the API issues and any account manager queries. ### 35. Great multi-channel support tool **Rating:** 5.0/5.0 stars **Reviewed by:** Swift C. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2021 **What do you like best about LiveAgent?** I am thrilled with the platform since it has improved my communication with customers. I have noticed fewer inconveniences and more satisfied clients. Other than that, the software is pretty straightforward, and I genuinely like how easy it was to integrate Facebook and Instagram. **What do you dislike about LiveAgent?** Honestly? Nothing. We did not have any problems with it. It is a great product! **What problems is LiveAgent solving and how is that benefiting you?** We are finally able to track social media requests and comments in an organized way. ### 36. The best help desk software on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Gavin H. | Director, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2020 **What do you like best about LiveAgent?** Liveagent has completely changed how our company manage our customer interactions. The software is brilliant for anyone who has multiple points of contact with customers. The priority system and the SLA set up have allowed us to streamline our interactions and not only provide a better level of service to our customers but the staff are also happier as the system makes their life easier. **What do you dislike about LiveAgent?** My only minor issue with liveagent would be the reply to in emails where the system indents the previous emails with a > . I can live with this though and the pro's outweigh this minor issue. **What problems is LiveAgent solving and how is that benefiting you?** The biggest benefit is time management and reporting. You can see what departments are too busy and struggling in a few minutes and be able to divert resources to help where as before we were running blind. We also now use the livechat feature to improve our response time to customers. **Official Response from Quality Unit:** > Thank you for sharing your thoughts Gavin. We're glad to hear how LiveAgent has positively impacted your customer interactions. We understand your feedback on email indentation and will note it. - The LiveAgent Team ### 37. Very good customer support solution **Rating:** 4.5/5.0 stars **Reviewed by:** Adam O. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2020 **What do you like best about LiveAgent?** LiveAgent is a robust helpdesk solution that allows you to work with multiple brands and languages. Our company runs multiple online shops, each in three languages, and LiveAgent makes it possible to communicate with our customers in different branding/languages and keep everything well-organized for all our customer care team members. Not many helpdesk solutions can do it. Before LiveAgent, we were using Zendesk, which was far more expensive and many features that required higher plans or paid addons in Zendesk, are a standard part of LiveAgent. **What do you dislike about LiveAgent?** It doesn't affect using LiveAgent negatively, but the design of the mobile app and the web application looks a bit old-school and would need some refresh. **What problems is LiveAgent solving and how is that benefiting you?** We use LiveAgent to provide customer support by e-mail and live chat on our websites. LiveAgent is easy to use, easy to set up, the migration from Zendesk was surprisingly smooth and fast. We can do the same things as in Zendesk, but in a faster, clearer and unified environment, and with much lower costs. ### 38. LiveAgent has helped me a lot at work **Rating:** 3.5/5.0 stars **Reviewed by:** Jeanette L. | Finance Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about LiveAgent?** It has helped me keep track of customers' emails when I am sending invoices and shipping confirmations. **What do you dislike about LiveAgent?** I dislike not being able to tag 2 people on the same ticket. **What problems is LiveAgent solving and how is that benefiting you?** It has streamlined our response time and kept our records much more organized. **Official Response from Quality Unit:** > Hi Jeanette, Thanks a lot for your feedback. We are very happy to hear that LiveAgent was the right fit for you and thank you for the suggestion regarding tagging 2 people. Our team works hard every day to add new amazing features to the system so keep an eye out for awesome updates coming your way! ### 39. Straight forward and easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Travis W. | Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2021 **What do you like best about LiveAgent?** It is a straightforward user interface and was easy to train our staff on how to use. **What do you dislike about LiveAgent?** Sometimes it can take a few moments to refresh and move resolved tickets. **What problems is LiveAgent solving and how is that benefiting you?** Communication between departments has been smoother and more coordinated. **Official Response from Andrej Csizmadia:** > Hello Travis, thanks a lot for your kind review! We are excited to hear that you find using LiveAgent easy and straightforward and that it has helped you make the communication between your teams smoother and more coordinated! In the end, that is what LiveAgent was created for! :) ### 40. positive Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about LiveAgent?** The possibilitie to implement templates for tickets **What do you dislike about LiveAgent?** i must say nothing right now, currently all fits my imaginations **What problems is LiveAgent solving and how is that benefiting you?** We receive now more clear tickets and the porblem solving is now increased by time. **Official Response from Quality Unit:** > Thank you for your review! We are happy to have you with us. - LiveAgent Team ### 41. The best option to a fast and effective support **Rating:** 5.0/5.0 stars **Reviewed by:** Daisy L. | Business Developper, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2021 **What do you like best about LiveAgent?** We've been using LiveAgent for handling our collaborations with affiliates. It is by far the best option to make supporting much easier, especially if you're working with so many of them and they connect you frequently. I appreciate the team for their constant efforts to improve their software and also their brilliant helpful customer support. Kudos to you guys **What do you dislike about LiveAgent?** Nothing specific to dislike about LiveAgent! **What problems is LiveAgent solving and how is that benefiting you?** Faster and most effective communication with affiliates. **Official Response from Andrej Csizmadia:** > Hello Daisy, thanks a lot for your excellent review! We are excited to hear that LiveAgent has made your communication with your affiliates more effective! Just know that our support team is here for you 24/7, so feel free to reach out to them whenever you have any questions either via chats on our website or via email at support@liveagent.com! :) - Andy ### 42. Excellent customer service software **Rating:** 4.0/5.0 stars **Reviewed by:** Sheikh S. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about LiveAgent?** Social media integration, hybrid ticket system, department system, and automated ticket distribution features just awesome. Their support team is super supportive. The pricing is very reasonable compare to their competitors. **What do you dislike about LiveAgent?** It took time to figure out all features how all features work. After that, it’s working smoothly. Apart from this, I haven’t found anything to dislike LiveAgent. **What problems is LiveAgent solving and how is that benefiting you?** It has made our customer service faster, smoother, and well organized. **Official Response from Andrej Csizmadia:** > Hello Sheikh, thank you very much for your awesome review! We are thrilled to see you happy with our software and we are also glad that it has helped you make your customer service faster, smoother and well organized! Feel free to reach out to us whenever you have any questions! We are here for you 24/7! :) ### 43. Excellent tool to manage customer requests **Rating:** 4.0/5.0 stars **Reviewed by:** Claudio E. | Customer Service Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2021 **What do you like best about LiveAgent?** The Multi Knowledgebase. It allows me to create different customer portals with different features for each customer **What do you dislike about LiveAgent?** You cannot create different email templates for your portal registration or lost password **What problems is LiveAgent solving and how is that benefiting you?** I can manage all customer requests in one place **Official Response from Quality Unit:** > Hello Claudio, thank you for your kind feedback! We are thrilled to see that you are happy with LiveAgent. As for email templates, feel free to contact us via chat on our website 24/7 and our support team will assist you in this matter :) LiveAgent Team ### 44. It was good and quite responsive **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about LiveAgent?** How quick was response time. Got answers **What do you dislike about LiveAgent?** Not all questions were answered but that can be improved **What problems is LiveAgent solving and how is that benefiting you?** About my settings of the device and how to adjust the setting. I know better now **Official Response from Quality Unit:** > Hello :) Thank you for your feedback! Our support team is always ready to help you 24/7. - LiveAgent team ### 45. Helpful experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Individual & Family Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2021 **What do you like best about LiveAgent?** It's refreshing to have a live person. And easily accessible. **What do you dislike about LiveAgent?** Quite a few steps to the process, per normal nowadays. **What problems is LiveAgent solving and how is that benefiting you?** The benefits of reaching an expert with relatively no obstacles. **Official Response from Quality Unit:** > Hi and Thank you for your review! Happy to see that our support team has been helpful. We're here for you 24/7! :) - LiveAgent team ### 46. Great Tickiting System and much more!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Chris B. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2020 **What do you like best about LiveAgent?** I like how easy it is to use LiveAgent, It is intuitive and the most common tasks are easily accessible. **What do you dislike about LiveAgent?** I have been using LiveAgent for a few months and have yet to find anything I don't like about the system. **What problems is LiveAgent solving and how is that benefiting you?** My school recently became its own entity separating from the Church that created the school, and we were in need of a new ticketing system. We tried a few and LiveAgent was the one we landed on. It is awesome how it integrated with our other systems and populated our staff through the Office 365 connection. I highly recommend LiveAgent. ### 47. good useful software **Rating:** 4.0/5.0 stars **Reviewed by:** Simon P. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2021 **What do you like best about LiveAgent?** easy to integrate into my wordpress site. **What do you dislike about LiveAgent?** logs you out for inactivity so live chat always goes offline and can't leave it on in the background. **What problems is LiveAgent solving and how is that benefiting you?** easy to create forms for post checkout & live chat **Official Response from Andrej Csizmadia:** > Hello Simon, thank you for your honest review! I am happy to see that you have managed to integrate LiveAgent into your Wordpress site easily. As to the inactivity, I recommend installing a browser extension such as The Great Suspender to prevent these situations from happening. Feel free to start a chat with us on our website if you have any questions! :) ### 48. What we needed! Simple, easy to use. **Rating:** 4.0/5.0 stars **Reviewed by:** Caleb S. | Director of Warehouse Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2020 **What do you like best about LiveAgent?** Overall ease of daily use, Our initial set up was simple, quick, and efficient. The Live Agent team Had us up and running in no time at all. The simplified billing structure. Quick reaction from the Live Agent support team when needed. Easy to set up and train our new customer service agents. Ability to create custom Tags for tracking specific issues. Ability to search key words, email addresses, etc... across all tickets or in individual filters. Overall cost versus competitors. Dark settin, some may think trivial but when you look at the screen all day, this makes a difference to our users. **What do you dislike about LiveAgent?** Did not work with our original 800 number provider. Had to change our provider after we were already operating. Cannot find ability to edit/change the tags after creating them ( may be missing it somewhere though) **What problems is LiveAgent solving and how is that benefiting you?** Customer issue tracking, time reports, productivity of agents, reaction time on replies. ### 49. Easy to use with good features **Rating:** 5.0/5.0 stars **Reviewed by:** Tara O. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2020 **What do you like best about LiveAgent?** I like using liveagent because it allows all of our team to work in the same space but can easily see previous tickets with information on what has previously been done for that customer or ticket. It is really good that phone calls and chats can all also be part of a ticket, and you can merge tickets so that all of the customer's contact is in one place if they have come through on different tickets. **What do you dislike about LiveAgent?** There isn't much that I dislike about liveagent. It is a little awkward to not be able to put one call on hold and then call out. You must end the call and start a new one. The line breaks also make it a bit annoying for our suppliers to read emails when we forward items on. **Recommendations to others considering LiveAgent:** An excellent ticketed package. We considered others but chose liveagent for it's ease of use, value for money and features. **What problems is LiveAgent solving and how is that benefiting you?** We have improved our response times to customer issues as all staff can access the tickets and we can use the postpone feature to alert us that there is still work required on that ticket, for example, chasing a supplier for a response. ### 50. Good CRM for customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Exploring O. | Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2021 **What do you like best about LiveAgent?** LiveAgent helps businesses provide better customer service across all communication channels including email, chat and phone. We like the multichannel communication and the LiveAgent support (they help us very quickly). **What do you dislike about LiveAgent?** We desire the Instagram Directs chats because now it isn't supported. **Recommendations to others considering LiveAgent:** We Recommend purchasing this program, great for managing multiple accounts and for the price **What problems is LiveAgent solving and how is that benefiting you?** Some difficulties in inserting codes and customizations on websites. there is no support in Italian language. **Official Response from Andrej Csizmadia:** > Thank you very much for your excellent and honest review! We are grateful and excited to have you with us! Our support team is here for you 24/7 via chats on our website, so do not hesitate to reach out to them whenever you have any questions or require any assitance! :) Unfortunately, our Instagram integration is able to fetch only comments and mentions. Due to IG privacy policy, we are not allowed to fetch direct messages. Should this change in the future, we will make sure to let everyone know! :) ## LiveAgent Discussions - [how do i see the entire display of the ticket without clicking the enlarge button?](https://www.g2.com/discussions/how-do-i-see-the-entire-display-of-the-ticket-without-clicking-the-enlarge-button) - 1 comment, 1 upvote - [Has there been any reports of getting support from a Bot on liveagent?](https://www.g2.com/discussions/12112-has-there-been-any-reports-of-getting-support-from-a-bot-on-liveagent) - 2 comments, 1 upvote - [Do you offer standalone licenses as well?](https://www.g2.com/discussions/do-you-offer-standalone-licenses-as-well) - 1 comment, 1 upvote - [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) - 1 comment - [View LiveAgent pricing details and edition comparison](https://www.g2.com/products/liveagent/reviews?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-12+17%3A11%3A02+-0500&secure%5Bsession_id%5D=91cae8b8-11ae-48d8-a4be-24c16d50b964&secure%5Btoken%5D=8ce4adf1a5e417d269b340f35d58c4291ce7ad4a1742ae3c976bafdc960dc539&format=llm_user) ## LiveAgent Integrations - [3CX](https://www.g2.com/products/3cx/reviews) - [Customer Portal](https://www.g2.com/products/customer-portal/reviews) - [Mitel](https://www.g2.com/products/mitel/reviews) - [Nicereply](https://www.g2.com/products/nicereply/reviews) ## LiveAgent Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Workforce Management** - Call Monitoring - Performance Evaluation **Generative AI** - AI Text Generation - AI Text Summarization **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **System Management** - Security - System Monitoring **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top LiveAgent Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,647 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,715 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)