LiveAgent Reviews

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.

Summary: LiveAgent is a robust and effective tool for support and customer care management. Multiple channels such as live chat, email and social media make it easy for customers to contact us.

Positive: I appreciate its ability to centralize all communications in one place, which facilitates quick response to customer inquiries and effective resolution of technical issues. In addition, the integration of multiple communication channels, such as live chat, emails and phone calls, into a single platform has enabled us to deliver omnichannel support more efficiently.

Negative: The lack of some advanced reporting and analytics features may limit our ability to measure the performance and effectiveness of our support team in a comprehensive manner.

Summary: LiveAgent is an effective tool for managing support requests, which adapts very well to our specific needs optimizing operational efficiency.

Positive: I like its ability to integrate different communication channels such as email, live chat, calls and social media in one place. In addition, LiveAgent offers an excellent workflow automation feature, which allows you to create custom rules to automatically assign and prioritize tickets. It offers activity auditing and detailed logs, which are critical for traceability and compliance.

Negative: While the platform offers useful integrations, the initial setup can be somewhat complicated and requires time to tailor automation rules to specific needs.

Summary: LiveAgent offers an effective ability to integrate multiple contact channels into a single platform. LiveAgent can transform the way we handle customer inquiries and issues, improving our reputation and loyalty.

Positive: The live chat feature is invaluable as it allows us to interact with customers in real time, resolve their issues immediately and increase conversions. Ticket automation makes it easy to handle large volumes of inquiries without losing quality of service. In addition, integration with our e-commerce system provides us with complete customer context, enabling us to offer more personalized solutions.

Negative: Although LiveAgent offers many advantages, the initial setup can be complex and time consuming, especially for less technically experienced teams.

Summary: Excellent experience, I would recommend to everyone cooperating with them. I am completely satisfied and happy.

Positive: I had the best experience of my life.

They are absolutely professionals and I will keep cooperating with them.

Negative: Nothing, I am totally satisfied, there are no cons.

Summary: In addition, the analytics and reporting features have given us valuable insights into our customer service performance. We can track response times, customer satisfaction ratings, and other important metrics to help us improve our service even further.

Positive: One of the things I appreciate the most about LiveAgent is its multi-channel support. We are able to handle customer inquiries from various channels such as email, phone, live chat, and social media all in one platform. This has not only improved our response time but also made it easier for our team to collaborate and resolve customer issues quickly.

Negative: The live chat feature has also been a game-changer for us. Our customers love the convenience of being able to chat with us in real-time and get their questions answered immediately. The chat widget can be easily customized to match our branding, giving a professional touch to our customer interactions.

Summary: We use the LiveAgent with email, WhatsApp and livechat.
Definitely livechat is the best performing on the site, but we also do well with TAG, customer registration, notes.

Positive: We work optimally as a team. Customer service is always very helpful, and we find it convenient to be able to check the progress of agents on live chat.

Negative: We would like it to be more optimized for WhatsApp and have statistics related to agents working on chats.

Summary: Overall, I find LiveAgent to be a reliable and versatile help desk software that can help you improve your customer service. It has many features and integrations that can be tailored to different needs and preferences. It also has a reasonable pricing model that offers good value for money. I would recommend LiveAgent to anyone who is looking for a comprehensive help desk solution.

Positive: The free plan that includes many features that can be useful for individuals, teams or companies that want to try this platform. Such features are: a live chat button, an email address, and a phone number. This is ideal for small businesses or startups who want to test the software before committing to a paid plan.

Using the interface makes it easy to manage tickets, chats, and calls. You can also customize the appearance of your chat widget and email templates.

The ticketing system is powerful, allowing you to automate ticket routing, assign ownership, transfer tickets, and set priorities and statuses. You can also create canned responses, rules, and tags to speed up your workflow.

LiveAgent has a built-in call center that allows you to make and receive calls from within the software. You can also record calls, create IVR menus, and route calls to the correct agents.

LiveAgent has a social media integration that allows you to connect your Facebook, Twitter, Instagram, and Slack accounts. Social media messages and comments can be monitored and responded to from within the software.

It has a knowledge base feature that allows you to create and publish articles for your clients. You can also enable live suggestions as your customers type their queries.

Negative: It does not support the chat to SMS feature, which means you cannot send or receive text messages from your customers.

There is an extra charge for social media integration, which can be expensive if you have multiple accounts.

LiveAgent doesn't have a native mobile app, which means you can't access the software from your smartphone or tablet.

Summary: Keeping it simple and to the point. Efficient and does what was promised.
It ensures the staff are on point with their work ethic and they will know if they are not.

Positive: There is no doubt the ease of use of LiveAgent, dashboard accessibility and reporting keep one in touch.

Negative: I think it is a difficult one... perhaps i could say the initial search for the tutorials was a bit slow but once i found them, all good.

Summary: I have not had any issue with customer service or the chat that I use. Everything has ran smoothly. I would highly recommend live agent to other business owners!

Positive: I love that they are affordable for my small business. I love that have a lot of different features. Love that customer service is quick to respond back and solve any issue or question I may have.

Negative: I don’t have any cons to report not at this moment. Everything is running smoothly and easy to use.

Summary: We are delighted with LiveAgent, and every day we are discovering new and very useful features. I was interning at a large company, which had super expensive ticket management software (5 digits), and, I am telling you, LiveAgent has nothing to envy with that expensive app. LiveAgent is even easier to configure, you can very easily create notifications, you can add agents to the ticket, can unify and divide tickets, can create tags to label the tickets, so you can filter them on the reports.
To summarize, it is very intuitive and easy to use. In one place, you'll find all the info regarding the app, invoices, tickets, and reports, and the communication between agents and customers is very fluid and easy. Furthermore, LiveAgent's support team has always offered to help with any questions we've had. WE RECOMMEND it 100%."

Positive: The application gives you freedom to configure it to your liking. You have all the application information in a single location, such as invoices, reports, tickets, etc.

Negative: The graphical interface of the application could have a little more vivid colors.

Summary: Very happy, great value for the money. LiveAgent offers countless options when it comes to automation, and the amount of time saved with this SaaS software is incredible.

Positive: I like using different customer service channels and social media platforms to initiate and retain customer relationships in a single application.

Negative: I would love to see more integrations & improved Android app.

Summary: It was a huge help to us and is very useful for our everyday work! I highly suggest you give it a try and see if it helps (it likely will).

Positive: Our most significant issue with our most recent tool was that we had to manually sort all of the tickets by department and responsibility.
LiveAgent handles everything for us.

Negative: I have not found any disadvantages as of right now.