LiveAgent Reviews

Summary: Highly recommended the customer support, they are always willing to go the extra mile to meet our requests and response immediately.

Positive: Its super fast, highly customizable and has a lot of features. And the price is also strength of LiveAgent. We had search lots of help desk system, like Zendesk, but finally choose LiveAgent.

I can highly recommend LiveAgent to all companies that are looking for great help desk software for relatively low price. The support portal has a lot of information, so in case you would need them, you can find them there. The customer support is also very helpful! :)

Negative: So far so good. It works smoothly. Maybe can improve the design interface.

Summary: Years ago our team where using various other support systems. since we found LiveAgent and made the switch we have literally bootstrapped our customer support in many ways.

Positive: simple and easy to use with tons of integrations. our agents are more than happy with LiveAgent and their apps.

Negative: Nothing really to mention re CONS as the product is as advertised.

Summary: LiveAgent has given us the ability to be more accessible to the public and reduce time for patient to call improving multitasking in todays world.

Positive: LiveAgent has helped us to stay in contact with our patients and to address new inquiries as well.

Negative: Would like the ability to load in our team photos to the chat button.

Summary: Although it took a little time to get used to the new system in the end it was well worth the effort. It's layout and functionality allowed us to clear an outstanding backlog of messages to a far more manageable level.

Positive: The ability to leave notes and merge posts was most helpful. Also the system was able to link directly to our own management software giving the ability to access a client's booking or profile with a single click. Also you can see if someone else opens the ticket that you're working on, thus preventing two people answering the same ticket.

Negative: The one thing I missed the most from the switch from using Gmail was the ability to cancel a sent e-mail shortly after sending it. Could have saved a few embarrassing moments!

Summary: It was a great decision to move from emails to LiveAgent. We are no longer concerned that some important conversations got buried or stuck with one of the team members.

Positive: The user interface is similar to email so it's easy and intuitive. No much on-boarding/training is needed.
It helped us assign tasks to different departments/team members.
Any member of the team was able to see the progress of conversations and keep it going with the our partners

Negative: When forwarding a message to an email, the formatting is a bit messy.

Summary: Very good, I have not found any problems working with this software on daily basis, must recommend to others.

Positive: User-friendly, reliable and easy to understand, handy for everyday communication towards business partners.

Negative: Search button could come up with more relevant results.

Summary: I find the ticketing system easy to use (in comparison with competitor systems I have used in previous jobs, too) and the functionality very effective for managing workload. It allows multiple users to work simultaneously without duplicating work, great visibility in terms of productivity statistics and generally just very simple to work with. It's a great product for the needs of my role. Would recommend!

Positive: - the ability to create and add tags; we use these as a 'filter' to prioritise and distribute workload
- the ability to track productivity/number of tickets handled within a shift/other time period
- automation features enabling automatic tagging of tickets based on given criteria; this makes our job much more efficient
- custom plugin features are super helpful

Negative: The only thing I miss about using regular email over this ticketing system is the 30 second 'undo' feature after sending an email ;)

Summary: In short; fantastic. LiveAgent is really focused on keeping their customers happy, so makes sense they created software with a focus on keeping your customers happy.

Positive: * The automation tools are a huge plus
* Technical support via their online chat is amazing
* Their starting package gives you lots of tools
* Upgrade packages can help to use one software for almost everything

Negative: * So many features, sometimes I don't even realize the amazing tools available to me through LiveAgent
* No undo button when replying to emails :P

Summary: When I started working for my company, they were already using LiveAgent and it was super easy for me to learn how to use it. We use it for emails, tickets, call center and social media, all in one platform and accessible from your phone. Great!

Positive: - Big plus is their customer support, always willing to go the extra mile to meet our requests
- It is really simple and effective and a perfect all-in-one solution
- The ability to transfer tickets or chats
- The ability to add notes and labels to previous chats and tickets

Negative: No major issues that I can think of. It is a bit robust, but it's because all the features, so not a big deal.

Summary: Really great to use, super easy to learn and work your way around the system.

Positive: I think it is incredibly accessible and user friendly. Made working with customers super easy.

Negative: I think it could have a better layout to compliment the great features.

Summary: Overall my experience of LiveAgent, and their support of customers has been wholly positive. My use case is basic so I can't comment about all the features and uses of LA, because I don't utilize all that's available. It has certainly delivered all I required from a support desk and more.

Positive: Liveagent is intuitive, easy to set up and fits my needs perfectly. I particularly like the ability to create response templates which saves me tons of time. I used to sometimes miss communications, but LA has made my whole support system watertight.

Negative: I have had no issues with it since starting using over two years ago.

Summary: Really good and feature packed application that can work well for any business size and is scalable.

Especially if working remotely it allows the call center feel and management of processes.

Their apps make even calls possible on the go and allow you to fully operate virtually. If you're on the fence, I do recommend it

Positive: Liveagent is your all in one customer support and customer management platform. Customer tickets, internal communication, employee activity monitoring and call management and routing it does it all and has been quite a time saver.

Even when i'm not as active it's wonderful knowing we're backed by such reliable functionality to keep up going.

Their support is decently fast in their response time and their integrations work well

They have integration with multiple VOIP and call apps which a time saver

Negative: It would be nice to have a few more native integrations and not rely on zapier so much. They're wonderful but it would also be nice to cut out the middleman and have less things that could go wrong.

Also it works well but it'd be nice if the process of connecting an email alias was a bit easier

It would also be nice to be able to export all of an agents data and store it elsewhere if need be (and you have to replace them)

Summary: As mentioned above it has really helped to keep our communications organized! We can easily tell who is dealing with each issue and its current status. The rules and tags have also helped us set reminders so that related tasks get done and have helped us track statistics.

Positive: LiveAgent had been a fantastic tool for our small, though fast growing department! The customization is great! We have set up so many automated tags and rules. It has really helped us to organize our communication. As a result of these rules we have increased our productivity in other areas as well as these rules give us reminders so additional steps don't get missed!

The interface is also easy to read and interpret. The use of colour coding allows us to easily identify emails by importance or by tags.

I have only had to contact support once, but when I did they responded quickly and very friendly and easy to communicate with!

Negative: There are a few issues we have encountered while using LiveAgent. One issue is when having an internal conversation the email needs to always be forwarded. It would be nice to be able to reply to internal conversations.

You can also only assign a ticket to one agent. There are times when I want to continue to follow up with a ticket but also want a colleague to be included in the response.

Summary: Overall, I believe this is something that should be tried, tested and evaluated by any business that needs all in one customer commutation and satisfaction solution. Chat, helpdesk, forums, knowledgebase can really add up if you get it from different vendors and it's a real pain to herd all these solutions together without losing your mental health. LiveAgent to the rescue.

Positive: Oh, where to start. There is a lot to unpack in this one.
Customer service is very important but it's also costly in time and efforts. Being a small business we have limited human resources LiveAgent platforms allows us to take care of our customers and not leave any conversation behind. Customer satisfaction, conversion and retention are growing thanks to LiveAgent helpdesk, chat and knowledgebase functionality.

There is a lot of competition in this space but none as comprehensive and affordable. I sure hope the development will continue indefinitely because changing our support system to anything else is not in our plans.

Let's be clear. There is a LOT of platforms in this space. Cheap and expensive, well known and obscure. It took a lot of time to look through features, reviews and compare everything. What made LIveAgent stood out for us is how comprehensive it's features are and how active they are. LiveAgent eats their own dogs food, replies quickly to messages and is being constantly developed and improved. It's also well reviewed and existed for many years but manages to stay less expensive than any competitor with a comparable feature set.

Negative: Android app was not very polished last time I used it, I will revisit it soon. The live chat widget is another area I could see receiving more attention. There are at least 4 designs to choose from so you can adapt it to your site but they seem a bit dated and not as immediate as Intercom, for example. But said Intercom lacks half of LiveAgent features and much more expensive.

Summary: Our overall experience to date has been excellent. We are seeing greater chat engagement, longer times spent on site and better qualified sales enquiries from these chat conversations. The other critical factor has been our site loading speed has returned to 100/100 as LiveAgent's chat widget does not impact speed - something we found our previous chat provider did negatively.

Positive: Since switching to LiveAgent, we are enjoying far greater chat engagement with visitors to our website along with the critical ability to be able better quality initial sales enquiries. We also have improved site loading speed relative to our previous chat solution.

Negative: Our experience so far has been excellent - the only thing I would recommend is a slightly longer initial free trial period. This would allow more time for thorough testing and evaluation.