LiveAgent Reviews & Product Details

LiveAgent Overview

What is LiveAgent?

LiveAgent boasts the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2020. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Personalize your communication by taking advantage of our customer segmentation, automation, built-in CRM, a powerful analytics package as well as our customer knowledge base. Discover over 175+ help desk features and 40+ integrations. Start your free 14-day trial, no credit card required. 175+ 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 statistic -Chats -Facebook/Twitter/Instagram/Slack integration -Knowledgebase -Live Suggestions as you type -Feedback and Contact forms -Agent rating, Gamification -Multilingual -Ticket Filters -File sharing and attachments -Chat button templates and much more.

LiveAgent Details
Website
Languages Supported
Arabic, Catalan, Czech, Danish, German, Greek, English, Persian, Finnish, French, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
Product Description

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.

How do you position yourself against your competitors?

- Exceptional free 24/7 customer support
- Most reviewed and highest rated help desk for SMB in 2020
- 3-in-1: combines all communication channels in 1 affordable package
- Available as an on-premise license as well
- Competitive, startup-friendly pricing


Seller Details
Seller
QualityUnit
Company Website
Year Founded
2004
HQ Location
Bratislava, Slovakia
Twitter
@qualityunit
499 Twitter followers
LinkedIn® Page
www.linkedin.com
42 employees on LinkedIn®

Overview Provided by:
Show More

LiveAgent Videos

LiveAgent Screenshots

Answer a few questions to help the LiveAgent community
Have you used LiveAgent before?
Yes

LiveAgent Reviews

Write a Review
Filter reviews

LinkedIn®
Connections
Popular Mentions
Showing 1,311 LiveAgent reviews
Popular Mentions
Showing 1,311 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Review Type
Region
Already have LiveAgent?
Write a Review
Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is a great platform and provides some great features for supporting clients in one location. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be prepared to meet a login requirement each month without fail. Review collected by and hosted on G2.com.

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

Supporting my clients when I'm not locked out of my lifetime live agent account. Review collected by and hosted on G2.com.

Show More
Show Less
Response from Andrej Csizmadia of LiveAgent

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

Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Relatively fast/easy to learn. If you know how to use email, you'll have an easy time using LiveAgent. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature! Review collected by and hosted on G2.com.

What do you dislike?

Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated. Review collected by and hosted on G2.com.

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

Customer care – e-mail tickets, live chat. Review collected by and hosted on G2.com.

Show More
Show Less
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

I like how easy it is to use LiveAgent, It is intuitive and the most common tasks are easily accessible. Review collected by and hosted on G2.com.

What do you dislike?

I have been using LiveAgent for a few months and have yet to find anything I don't like about the system. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Director of Warehouse Operations
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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) Review collected by and hosted on G2.com.

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

Customer issue tracking, time reports, productivity of agents, reaction time on replies. Review collected by and hosted on G2.com.

Show More
Show Less
Operations Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

An excellent ticketed package. We considered others but chose liveagent for it's ease of use, value for money and features. Review collected by and hosted on G2.com.

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

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. Review collected by and hosted on G2.com.

Show More
Show Less
Homebased business coach
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I LOVE CUSTOMER SERVICE AND I TRULY LOVE HOW THIS PLATFORM OFFERS A CHAT FEATURE, KNOWLEDGE BASE AND EVEN A CALL CENTER OPTION...

THE PRICE IS RIGHT AND YOU CAN GROW WITH THE PLATFORM AS YOUR BUSINESS GROWS, I LOVE THE CALL LOG FEATURE ,BEING ABLE TO CREATE YOUR OWN FAQ'S AND KNOWLEDGE BASE FOR MY AFFILIATES AND CUSTOMER'S ALIKE... THANK YOU LIVE AGENT... Review collected by and hosted on G2.com.

What do you dislike?

I DON'T LIKE THE PRICE PER USER...I NEED AT LEAST 7 TO EIGHT USERS ...THAT CAN BE EXPENSIVE FOR A NEW BUSINESS AT $29 A USER, YOU HAVE TO HAVE THE INTERGRETION TEAM PLUG INTO YOUR WEBSITE UNLESS YOUR A DEVELOPER YOU MAY NOT BE ABLE TO FIGURE IT OUT. Review collected by and hosted on G2.com.

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

WE HAVE BEEN ABLE TO GIVE QUALITY CUSTOMER SUPPORT AS WELL AS BE ABLE TO INTEGRATE THIS SERVICE INTO ALL OF OUR WEBSITES TO SERVE MANY SUPPORT SERVICES... Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

If you are in need of a help desk and live chat for a multi-brand company, this provider is great! We have 5 diffrent brands and we can offerfull support with live chat and help desk to our customer with LiveAgent! Review collected by and hosted on G2.com.

What do you dislike?

Dosn't have a desktop program, only online(browser). Review collected by and hosted on G2.com.

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

We have 5 diffrent brands that needs to be controlled by the same people(customer service).

Before we had to use 3-4 diffrent programs but now we only need 1! Review collected by and hosted on G2.com.

Show More
Show Less
AH
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Easy to use and set up, has lots of useful features - for me personally especially the tags automation (rules, and times rules) which help to manage your tickets.

On top of that you can connect your VOIP phone and see the recorded phone calls in the ticket, see all the emails you send and recieved from the clients, have notes, postponed the tickets as you like. Review collected by and hosted on G2.com.

What do you dislike?

For first timers it might be tricky to set it up, also depending on your businsess requirements the system might lack a few options. For me personally it does the job, recommend to try the free trial first.

Also there is no option to send text messages (SMS) and WhatsApp with your VOIP number, would be a nice feature. Review collected by and hosted on G2.com.

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

Before I was using Outlook + ZOHO + Zoiper (for phone calls), now I just use LiveAgent for all 3 plus I can add notes and got the phone recording on the ticket Review collected by and hosted on G2.com.

Show More
Show Less
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ease of which we were able to integrate there API v3 system in to our site, this is a major step forward for us and has removed the errors we got from our previous system where it was email based. Review collected by and hosted on G2.com.

What do you dislike?

The I-pad app needs a little bit of work to bring it up to the web based version status Review collected by and hosted on G2.com.

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

It is allowing us to send tickets direct to the department instead of having a member of the team check all the tickets and assigning from there. Review collected by and hosted on G2.com.

Show More
Show Less
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It has integrations with other platforms for better operation, and accessibility for connections through social networks, being a very useful tool to offer support in different methods, it depends on which means of communication the client has, to offer a A well-structured informative service, causing satisfaction, as long as they are systematically compatible with their scope of care options, that is, the server that the individual uses, being one of the functions that I extremely like about this system. Review collected by and hosted on G2.com.

What do you dislike?

Although it has most of the mobile and web applications, to offer support through these means, it does not have one in particular, being an option, where most users concentrate and use frequently, since it is a Simple and easy method, but with powerful communication tools, both by commonly text chat, as video and audio calls, which does not have this implementation on its servers, being a problem, in lack of important integrations. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a key tool if you need to solve your internal and external problems, since thanks to its various application integrations, it allows to improve communication in large quantities, since each of these has different qualities and a great functional range, for thus guaranteeing effective work, it depends on the tasks that you want to commit to the software, mentioning that it is very important to maintain control of the information in all the stages of your clients, and with the level of customization and the tasks that you use, you will be able to achieve a satisfaction in large proportions, by all these individuals. Review collected by and hosted on G2.com.

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

We implement LiveAgente on our platform, to offer a complete service in every aspect, to all customers who are registered in the central operational web pages, accompanying them in all their stages of purchasing a product, belonging to my company, in order to carry out the operation successfully and at the same time provide an easy and simple experience, promoting a high quality service in most of the social networks that these individuals use, mentioning that it is one of the areas that matters most to us, and covers them no problems presented. Review collected by and hosted on G2.com.

Show More
Show Less
Live Chat Team Leader
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it! Excellent service, great programme and professional. I love how easy it for both agents and customers to use, I don't anticipate or company changing supplier anytime soon. Review collected by and hosted on G2.com.

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. I love that we can have many users on at one time and can see if another agent is already in the ticket or has replied already. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I really want LiveAgent, thanks to the various aspects that this software contains, since I like all of them equally, one of these is the labels and tags that allow them to be personalized, they help the members of any team of a company to prioritize their workflows, having successful results, another of the functions that it acquires is the automated ticket system, as it facilitates the monitoring of related messages, obtaining the ability to configure the system for use in several departments at the same time. Review collected by and hosted on G2.com.

What do you dislike?

The functions of the reports could improve, in order to guarantee more detailed and less generic information, having a better position according to the help desks, which this software provides and is fundamentally based on other relevant aspects which are, frequently used is the ticket system, since they are very numerous, which are generated automatically, congesting confusion for some of the customers who use this platform. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is ideal for any small or medium-sized company, which is based virtually, Liveagent is an essential tool, because if you must bear in mind that the organization's customers are the priority, and as long as they are served in the fastest way, offering the solution of any of the problems caused, the better if you acquire these needs in your company according to support, because this software is the best possible solution. Review collected by and hosted on G2.com.

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

Liveagent is used by several of our central departments of the organization, as we rely on the chat and ticket system, through email to easily manage our response time and workflow, guaranteeing customers a solution Quite detailed, solving your concerns presented, in relation to the digital platform that we have, thanks to this software we have been able to consolidate with certainty that our support is effective through this service, based mainly on the priorities of the users. Review collected by and hosted on G2.com.

Show More
Show Less
Co-Founder - Chief Geek
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We enjoyed the ability to embedd the videos and add more sections. The pricing is also great! Review collected by and hosted on G2.com.

What do you dislike?

I wish the backend was a bit cleaner (UI). Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great for adding other training/coaching content for clients. Review collected by and hosted on G2.com.

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

We needed a beautifully branded support and help forum-like solutions for our customers. LiveAgent came through from all the other vendors we reviewed and tried. Review collected by and hosted on G2.com.

Show More
Show Less
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Automated ticket assignment on bespoke forms. User controls, roles and departments. Review collected by and hosted on G2.com.

What do you dislike?

we're currently using over 35 ticket licences. If I want to add 5 live chat accounts, I would have to upgrade all 35 accounts. Different types of licences on the same overall account would be a nice touch. Review collected by and hosted on G2.com.

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

Auto assigning of tickets where possible to cut back on manual assigning across the business. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

the overview and simplicity to answer all your mails at the same place Review collected by and hosted on G2.com.

What do you dislike?

Maybe the design of the app and internet site could be more aesthetically pleasing. Review collected by and hosted on G2.com.

Recommendations to others considering