What Is LiveAgent?

LiveAgent is a cloud-based Help Desk Software with over 200+ compatible integrations.

Streamline all customer communication channels and manage them from a single shared company inbox.

Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more.

Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Start with a 14-day free trial, no credit card required, no contracts.

Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.

Where can LiveAgent be deployed?

Cloud-based
On-premise

About the vendor

  • QualityUnit
  • Founded in 2004

LiveAgent support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 220 others

Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish and 23 others

LiveAgent pricing

Starting Price:

US$15.00/month
  • Yes, has free trial
  • Yes, has free version

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$15.00/month.

Pricing plans get a free trial

About the vendor

  • QualityUnit
  • Founded in 2004

LiveAgent support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 220 others

Languages

Arabic, Brazilian Portuguese, Chinese, Czech, Danish and 23 others

LiveAgent videos and images

LiveAgent Software - Inside of Tickets
LiveAgent Software - Connect with your customers on all channels.  180+ ticketing features and 190+ integrations with the tools you love.
LiveAgent Software - Chat - Customer View
LiveAgent Software - Chat - Support View
LiveAgent Software - 5
View 6 more
LiveAgent video
LiveAgent Software - Inside of Tickets
LiveAgent Software - Connect with your customers on all channels.  180+ ticketing features and 190+ integrations with the tools you love.
LiveAgent Software - Chat - Customer View
LiveAgent Software - Chat - Support View
LiveAgent Software - 5

Features of LiveAgent

  • Access Controls/Permissions
  • Account Management Software
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Social Profiles
  • Customer Support Software
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Discussions / Forums
  • Email Management Software
  • Email Tracking Software
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing Software
  • For Startups
  • Forms Management
  • Full Text Search
  • Geotargeting
  • IT Asset Management Software
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding Software
  • Performance Metrics
  • Personalization Software
  • Phone Key Input
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring Software
  • Softphone Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Template Management
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing Software
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives to LiveAgent

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Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
Live chat solution that enables businesses to send welcome messages, invites, and more to clients on a white-label interface.
A leader in Conversational AI, chatbot, and messaging technology, LivePerson helps you get the results that matter to your business.
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk

Reviews of LiveAgent

Average score

Overall
4.7
Ease of Use
4.5
Customer Service
4.7
Features
4.6
Value for Money
4.7

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

LiveAgent is professional for agent and customer

4.0 6 months ago

Comments: It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.

Pros:

Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.

Cons:

It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.

QualityUnit Response

6 months ago

Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at [email protected] at any time! :)

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great customer service and simple ticketing software

5.0 6 months ago

Comments: If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Pros:

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Cons:

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

QualityUnit Response

6 months ago

Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better. For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support. - LiveAgent Team

Dave
Dave
President in Canada
Verified LinkedIn User
E-Learning, Self Employed
Used the Software for: 2+ years
Reviewer Source

Excellent Support for My Customers With Room to Grow

4.0 9 months ago

Comments: This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pros:

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Cons:

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Alternatives Considered: SherpaDesk and Spiceworks

Reasons for Choosing LiveAgent: Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Switched From: TeamViewer

Reasons for Switching to LiveAgent: Price and features

QualityUnit Response

9 months ago

Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :) - LiveAgent Team

Nitin
Nitin
Senior Graphics Designer in India
Verified LinkedIn User
Information Technology & Services, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Easy and helpful tool only for live chat services or live customer support

4.0 10 months ago

Comments: Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Pros:

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent. One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Cons:

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Alternatives Considered: tawk.to

Reasons for Switching to LiveAgent: Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.

QualityUnit Response

10 months ago

Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on [email protected] and we'll look into it. - LiveAgent Team

Alfredo
Alfredo
Director in Panama
Verified LinkedIn User
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

Huge platform with many possibilties.

5.0 2 years ago

Comments: I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

Pros:

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Cons:

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

QualityUnit Response

2 years ago

Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]