IA
Ivo A.
Mid-Market (51-1000 emp.)
"Live Agent review"
5/5
What do you like best about LiveAgent?

The user interface is well designed, which allows the user to easily navigate and organize content within the set rules. The user can navigate well intuitively, and there are comprehensive explanations and tutorials for all topics. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

So far, there is nothing that could be singled out as a significant drawback. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hi Ivo! Thank you for your positive feedback! It's great to hear that our intuitive user interface is making your experience with LiveAgent smooth.

Should you encounter any issues or if you have suggestions for improvement, please don't hesitate to get in touch.

- LiveAgent Team

Darryl D.
DD
Darryl D.
Owner
Small-Business (50 or fewer emp.)
"I'm sure I'm missing many advantages"
5/5
What do you like best about LiveAgent?

Easy to get messages from multiple channels. Track, sort & assign incoming messages Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

Deleted messages aren't removed from the server. Takes too many clicks to run bulk tasks. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Thanks for your feedback, Darryl.

We're glad you value the multi-channel messaging feature. Regarding deleted messages, please contact our support for assistance with server management.

- LiveAgent Team

Doug R.
DR
Doug R.
Founder and CEO
Small-Business (50 or fewer emp.)
"Their Knowledge Base is great"
2.5/5
What do you like best about LiveAgent?

The Knowlege Base has served us well. It stacks up well against many other KBs. I wish you could reference it when responding to tickets. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

The support tickets do not allow you do internally link to a KB article. This means that you have to open the Knowledge Base in a separate window, find the relevant article, then copy the URL for that article and paste it into your reply.

Other systems allow you do insert them directly. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hi Doug,

Thank you very much for your review. We are glad to hear that you have been satisfied with LiveAgent and the knowledgebase features it offers. You are able to search and link knowledgebase articles in tickets directly by clicking Knowledgebase Search under the Ticket ID. Feel free to reach out to our support via chat or email and we will be happy to show you where to find it - we are here for you 24/7. Have a great day!

-LiveAgent team

EB
Eman B.
Small-Business (50 or fewer emp.)
"Amazing and Friendly"
4/5
What do you like best about LiveAgent?

The easy-to-use UI makes it easy to organize and work on tasks. I also love the notification sound that it makes so because of that I never miss any support case.

The mobile app is pretty decent as well Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

The search sometimes does not bring up the correct results that i am expecting Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hi Eman,

Thank you very much for your review. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Feel free to reach out to our technical team via chat or at support@liveagent.com and they will be happy to take a look at the search function - we are here for you 24/7. Have a great day!

-LiveAgent team

BB
Bogdan B.
Small-Business (50 or fewer emp.)
"Useful in solving tasks"
4/5
What do you like best about LiveAgent?

Useful in solving tasks, keeping records of problems and solutions. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

Its ok for keeping records of the problems that have arisen Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hi Bogdan,

It's great to hear that you're finding LiveAgent helpful for managing tasks and keeping records. Should you ever need any advice or support to get even more out of LiveAgent, don't hesitate to reach out. We're here to assist you.

- The LiveAgent Team

Chris N.
CN
Chris N.
Managing Director
Small-Business (50 or fewer emp.)
"Great tool for a small MSP"
3.5/5
What do you like best about LiveAgent?

It does the basics well and has flexibility to to integrate with different types of email service. We initially did little to configure the support portal, but have recently seen lots of areas to customise! Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

The configuration interface feels a bit clunky, you get used to it eventually, but it takes a while. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Thank you for your kind words about LiveAgent! We're glad you find it effective and customizable to fit your needs.

We understand the configuration interface may take some getting used to. If you have any specific questions or need assistance, our support team is here to help you streamline the process.

LiveAgent indeed aims to empower businesses to deliver professional customer service, and we're happy it's working out for you!

- LiveAgent Team

NK
Nicole K.
Small-Business (50 or fewer emp.)
"Great experience using LiveAgent for the first time"
4.5/5
What do you like best about LiveAgent?

I really like the automation features that LiveAgent offers. Being able to set certain "rules" and have them applied across the board helped reduce the number of tickets to solve, and the addition of canned messages and predefined answers helped me resolve many redundant customer issues. It's also intuitive and very user-friendly, and I thoroughly enjoy using LiveAgent. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

Although I like many things about LiveAgent, the one slight bug that I wish they could fix is that I cannot select more than one predefined answer to a ticket. The system erases the first selection every time I select one and then try to select another. If this could be fixed, that would be great. Otherwise, my experience with LiveAgent has been a great one. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hey Nicole! Thanks for sharing your experience with LiveAgent. It's great to hear that our automation features have made a positive impact on how you handle customer support :)

We appreciate your feedback regarding the predefined answers issue, and we'll make sure to pass it along to our development team for review. Focus on resolving and improving your guest experience is what we aim for!

Hope you continue to enjoy using LiveAgent. If you have any other suggestions or feedback, we're all ears. Take care!

- LiveAgent Team

Verified User in Computer Software
AC
Verified User in Computer Software
Small-Business (50 or fewer emp.)
"Great helpdesk platform"
5/5
What do you like best about LiveAgent?

It's very configurable and affordable. Once it's set up, you're pretty much good to go and can focus on managing your support rather than managing the software. Customer support is easy to reach for 1:1 help, though I've really only needed to do that in the initial implementation. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

The automations can be a bit confusing to set up, and there are some limitations to what can be included in notification emails that are frustrating. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Thanks for sharing your positive experience with LiveAgent! Glad to hear it's been a smooth ride post-setup. If you need assistance with automations or customization, don't hesitate to reach out to our 24/7 customer service. We're always happy to help.

- LiveAgent Team

MV
Monica V.
Small-Business (50 or fewer emp.)
"Clean, effective structure great for small teams."
4.5/5
What do you like best about LiveAgent?

Tickets and agents can be labelled and organized in customizable ways. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

It doesn't support Microsoft shared mailboxes as outgoing email accounts. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Hi Monica,

We're glad to hear that you're enjoying LiveAgent. Thank you for your feedback on MS mailboxes. We're constantly working on improving and expanding our features, and we'll make sure to pass your comment to our development team for future updates.

Thanks for helping us get better!

- LiveAgent Team

CR
Carl R.
Small-Business (50 or fewer emp.)
"2 years and will continue using..."
5/5
What do you like best about LiveAgent?

We love how simple Live Agent is to use and we find it really easy to use for multiple sites that we manage. They have many different benefits that helps our business take it to the next level. Review collected by and hosted on G2.com.

What do you dislike about LiveAgent?

I would like to see integration with X.com and Instagram/threads. Review collected by and hosted on G2.com.

Response from Quality Unit of LiveAgent
Edit edit

Thank you for your kind words, Carl! :) We're thrilled to hear that LiveAgent has been a part of your journey for 2 years.

It's worth mentioning that LiveAgent already supports integration with Facebook and Instagram as well as X, formerly known as Twitter.

Stay tuned for updates, and don't hesitate to reach out for any assistance! We are here for you 24/7 via chats or email.

- LiveAgent Team