LiveAgent Reviews

Summary: LiveAgent has enabled us to increase the effectiveness of communication across all available channels. Live chat has become a more productive tool with LiveAgent, and it's enabled us to acquire new customers.

Positive: LiveAgent provides us with the best communication with our customers, especially through live chat, integrated with automated response features that are easy to set up to suit our customers' needs. What's great about service bots is that they can provide accurate answers to incoming inquiries. I loved how the customer was able to reach a service representative with ease. It's also great that the service representative receives real-time notifications about the incoming ticket, reducing wait times.

Negative: I haven't found any downsides to LiveAgent. I loved how easy it was to install the LiveAgent code on our website and social media pages.

Summary: Our overall experience with LiveAgent has been excellent. It has empowered our support team to work more efficiently, communicate better, and resolve customer concerns faster. The platform’s reliability, combined with stellar customer support, makes it a valuable tool in our daily operations. Highly recommended for teams looking to elevate their customer service standards.

Positive: LiveAgent is an incredibly user-friendly platform that has significantly streamlined our customer service operations. It offers a clean, intuitive interface that is easy for both our team and our customers to navigate. The real-time monitoring features are especially useful, allowing us to track tickets, chats, and calls efficiently. Each feature is well thought out and contributes to a seamless support process. A major highlight is their outstanding customer support—every time we’ve reached out for assistance, their team has responded promptly, followed up diligently, and resolved issues without delays. Their dedication to customer satisfaction truly stands out.

Negative: The FAQ module could benefit from more customization options and additional features to enhance self-service capabilities. One minor issue we've experienced is a 1–2 second delay when answering calls through the calling portal, which can occasionally affect the initial interaction. However, this is a rare occurrence and doesn’t overshadow the overall functionality and performance of the system.

Summary: LiveAgent is very comprehensive and has improved our workflow, providing the best tools to transparently organize customer communications, improve records and documentation, and support marketing efforts.

Positive: LiveAgent offers great ease of use for tracking and managing incoming tickets seamlessly. LiveAgent makes it very easy to get complaints or inquiries to the responsible team members as quickly as possible. I love that it makes it easy to monitor the team's progress and direct them to put more effort into closing any pending tickets. It's great that LiveAgent helps us manage emails within a shared inbox, and I love that it helps us organize automated responses to match the content of each incoming message, which has strengthened our brand with our customers.

Negative: There are no downsides, as LiveAgent makes all customer service and follow-up tasks simpler. We look forward to continuous updates for greater efficiency. LiveAgent's automation is simple enough to work with all experience levels without complications.

Summary: The support staff was helpful to solve all our issues during the trial period. It would have been the winner in our search for Kayako alternative if the migration was 100% complete.

Positive: The dashboard and the client frontend were what we were looking for. Ticket workflow was perfect and our clients (coming from another helpdesk system) would have loved it

Negative: Unfortunately even though the support staff was able to migrate our ~42000 tickets, it was unable to migrate the ticket dates so all tickets were shown as created / updated at the migration date. This was a deal breaker and I believe it was limited to migration from Kayako classic (and migration from other software didn't have this issue)

Summary: LiveAgent keeps support available at all times, supports the knowledge base, and enables us to better understand our target audience.

Positive: LiveAgent is easy to set up and integrates with all service channels, from social media to the website. I like how the chatbot ensures an immediate response to any inquiry, regardless of its type. I liked how it makes it easy for customers to navigate to a service representative and immediately receive a reference number for their ticket. LiveAgent ensures that tickets are logged in real-time on the dashboard, making it easy to answer them directly or transfer them to another member to help answer them.

Negative: I would prefer more customization features for the chatbot interface, as it can be visually better than it currently is.

Summary: LiveAgent has ensured that we provide the best service to our customers, enabling them to reach us freely and seamlessly across multiple channels, without being restricted to a specific channel. It's great that LiveAgent, through smart services, has enabled us to quickly provide assistance to customers at all times.

Positive: LiveAgent helps us organize customer communication and speed up response times. It's great that we can connect it to all our social media accounts, enabling it to perform multiple functions simultaneously. It makes it easier for customers to access the service chat, and it also enables us to capture and direct new customers to the service center. LiveAgent has enhanced our ability to register more customers and create engaging marketing communications. By linking it to our website and mobile app, it has significantly improved our conversion rates.

Negative: I find that the downsides are relatively minimal. Setting up a serial number for tickets is easy, updating the service robot is easy, and handling tickets independently or integrating them with related tickets is very easy.

Summary: With LiveAgent, our customer service has become faster and fully documented. This ease has allowed us to optimize our communication with our customers, and the collected data has allowed us to maintain continuous feedback, which has helped us maintain our service at its best.

Positive: With LiveAgent, I loved the ease of customizing the service robots' screen and content, and arranging the best responses to address customers and assist them as required. LiveAgent gives us the tools to achieve digital customer service management, ensuring the fastest possible response time. We also benefit from this by collecting important marketing data.

Negative: LiveAgent is great, as the volume of traffic doesn't affect the speed of service at all. This has been a huge advantage for our team, enabling us to provide continuous support without any problems.

Summary: LiveAgent offers solutions for having a comprehensive customer service center. It enhances the value of our customer service, enables us to reach our target audience, and enables them to engage with our services. It's also great how it allows us to collect a wealth of important feedback and data.

Positive: LiveAgent is great. It supports simple customization of service robots, enabling them to automatically answer all expected questions and quickly direct customers to a service representative. LiveAgent provides all the necessary tools to enable us to quickly respond to tickets received from all available channels. Its plugins are powerful and integrate easily with our other systems. I like that LiveAgent documents everything, keeps it updated, and alerts us of any issues.

Negative: LiveAgent is easy to use. Its interface is intuitive, and its components are comprehensive and meet all needs. I love the status lights on the dashboard; they always allow me to easily prioritize.

Summary: LiveAgent makes it easy to delegate customer service responsibilities. It's great that we have access to accurate statistics about the quality of our service, and the easy-to-set-up service bots allow us to expand our service channels and deliver a superior customer experience.

Positive: I love the simplicity of LiveAgent. With it, I can manage my entire customer service ticket handling plan, easily collect contact information, and other details about customers who interact with our posts. LiveAgent consistently provides a smooth communication process with customers, ensuring prompt service, and it's great that its thorough documentation gives them the transparency they need.

Negative: I find the number of notifications incoming is sometimes excessive, and it's difficult to prioritize notifications.

Summary: If you want a support tool that works out of the box, it’s a solid pick. We didn’t spend hours setting things up, and everything just kind of made sense. Pricing is great for what you get.

Positive: Setup was quick, no weird configs or long forms. The UI is clean and pretty intuitive, so we didn’t need to dig through docs to get going.

Negative: Some features felt a bit too barebones. There’s not a ton of customization, and switching between tickets sometimes lagged a bit. Nothing deal-breaking, but definitely noticeable during heavier use

Summary: Overall good value, reliable core features, not flashy but if you need a stable tool to manage support across multiple channels, it does the job well.

Positive: A solid all-in-one support tool that covers chat, email, and calls in one place. Setup is quick, UI is mostly clean, and it’s easy to get a team up and running fast.

Negative: On the downside, the interface feels a bit outdated in spots, and the mobile app is a bit weak

Summary: Using LiveAgent has been a game-changer for my organization. It’s reliable, feature-rich, and seamlessly integrated into our daily operations. My team is more productive, and our customers are happier than ever. If you’re looking for a powerful support platform that won’t slow you down, LiveAgent is the way to go. Highly recommend it!

Positive: Finding a balance between robust functionality and usability is crucial, and LiveAgent nails it. The intuitive design makes it easy for our team to manage all customer interactions efficiently. Features like multi-channel support, automation, and a customizable knowledge base streamline workflows and boost productivity. I’m especially impressed by the reporting tools—they provide clear insights into team performance. And their customer support team? Absolutely stellar. They’re quick to respond, professional, and always have solutions.

Negative: Like with any robust tool, there’s an initial learning curve, and some updates require minor adjustments—nothing deal-breaking.

Summary: LiveAgent has become an indispensable part of our support strategy. Its comprehensive suite of features and intuitive design ensure we deliver exceptional service every time. Highly recommended!

Positive: Omnichannel Support: Managing emails, live chat, social media messages, and calls from a single dashboard has streamlined our processes and boosted our team's efficiency.

Customizability: Automation rules, custom ticket workflows, and advanced integrations have been game-changers for optimizing our operations.

Real-Time Chat Features: The chat widget is robust and efficient, offering pre-chat forms, canned responses, and proactive chat invites to improve customer engagement.

Analytics & Reporting: Detailed insights into ticket resolution times and agent performance have empowered us to make data-driven decisions and enhance service quality.

Reliable Customer Support: The LiveAgent team is exceptional—always quick to respond and equipped with the knowledge to resolve any issue during onboarding or day-to-day use.

Negative: The extensive feature set can be a bit daunting for new users, but the clear documentation, tutorials, and responsive support team make it easy to get up to speed quickly.

Summary: LiveAgent has completely transformed our customer support workflow. It’s an all-in-one solution that bridges the gap between efficiency and excellent customer service. From day one, it has exceeded our expectations in terms of performance, reliability, and ease of use.

Positive: Omnichannel Support: LiveAgent allows us to manage emails, live chats, social media interactions, and phone calls in one centralized dashboard. This integration has improved our response times significantly.
Customizable Features: The ability to tailor workflows, automation rules, and ticket routing has been a huge time-saver for our team.
Real-Time Chat: The chat widget is fast, responsive, and packed with features like pre-chat forms, canned responses, and proactive invitations.
Reporting & Analytics: Comprehensive insights into agent performance and customer satisfaction have enabled us to fine-tune our operations.
Customer Support: Their support team is fantastic—quick, knowledgeable, and always ready to help with setup or troubleshooting.

Negative: The only drawback is that the extensive features can feel overwhelming initially. However, the intuitive interface and excellent onboarding resources, including video tutorials and documentation, make the learning curve manageable.

Summary: My overall experience with LiveAgent has been positive. It offers excellent functionality for handling customer support tickets, live chats, and managing multiple channels within a single platform. The support team is responsive, and the pricing structure is reasonable for the value it provides.

Positive: Comprehensive support ticketing system.
Seamless integration with multiple communication channels.
User-friendly interface and ease of use.
Excellent reporting and analytics.
Robust automation features for efficient support.
Efficient live chat functionality.
Knowledge base for easy self-service support.

Negative: Limited flexibility in interface customization.
Some third-party integrations require additional setup/customization.