15 years helping British businesses
choose better software

What is LiveAgent?

LiveAgent, ranked among the best Help Desk software with a 4.7 score from 1550+ reviews, offers a comprehensive array of features for excellent customer support.

Join renowned companies like BMW, Yamaha, and Huawei in delivering first-class support to over 150 million end-users worldwide.

Start your journey with a 1-month free trial – no credit card required.

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, American Samoa, Andorra, Angola and 194 others

Languages

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

LiveAgent pricing

Starting Price:

US$0.00/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$0.00/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, American Samoa, Andorra, Angola and 194 others

Languages

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

LiveAgent videos and images

LiveAgent Software - LiveAgent Connections
LiveAgent Software - Universal Ticketing System
LiveAgent Software - Live Chat Customer View
LiveAgent Software - Live Chat Agent View
LiveAgent Software - Call Centre
View 6 more
LiveAgent video
LiveAgent Software - LiveAgent Connections
LiveAgent Software - Universal Ticketing System
LiveAgent Software - Live Chat Customer View
LiveAgent Software - Live Chat Agent View
LiveAgent Software - Call Centre

Features of LiveAgent

  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Assignment Management
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Content Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Dashboard
  • Discussions/Forums
  • Email Management
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Geotargeting
  • IVR/Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Quality Management
  • Queue Management
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Social Media Monitoring
  • Softphone Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Voice Customisation
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Alternatives to LiveAgent

Front is how companies scale customer support, combining the efficiency of a help desk with the familiarity of email. Learn more about Front
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers Learn more about Intercom
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. Learn more about Zoho Desk
Drift is a human-centric, AI-powered buyer engagement platform.
Speed up resolution times and automate workflows with scalable IT and HR help desk software. Learn more about Zendesk Suite
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY.
LiveChat is a complete customer service platform that creates the ultimate customer-centric experience while boosting your sales.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.

Reviews of LiveAgent

Average score

Overall
4.7
Ease of Use
4.6
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
David
David
CEO in Hungary
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent value for money

5.0 8 months ago

Pros:

I have been using my LiveAgent subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system.

Cons:

The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update.

QualityUnit Response

8 months ago

Hi David, Thank you very much for your kind 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. Our team works hard every day to further improve the system, including future plans for the UI, so stay tuned for upcoming updates! -LiveAgent team

Christian
Christian
Human Resources Manager in US
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Our support communications are centralized with LiveAgent

4.0 10 months ago

Comments: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.

Pros:

It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.

Cons:

The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.

QualityUnit Response

10 months ago

Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team

Nathalie
Licensed Sales Agent in US
Insurance, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

You Need This To See What Your Website Visitors Are Looking For!

5.0 2 weeks ago New

Comments: My experience with LiveAgent has been refreshing. It super simplifies the communication process with both existing customers and prospects.

Pros:

Pro Tip: Get LiveAgent and you'll instantly have a crystal ball allowing you to view your customer's online habits, what they are looking for the most, etc....

Cons:

Absolutely nothing! This is a direct connection to every insurance seeker who comes to my website looking for a quote or some guidance on insurance coverages.

QualityUnit Response

2 weeks ago

Hey Nathalie, thanks for your positive feedback! We're glad to hear that LiveAgent has made it easier for you to connect with your customers :) If you ever have any questions or need assistance, feel free to reach out. We're here 24/7 to help! - The LiveAgent Team

Alberto
Operations Director in Spain
Marketing & Advertising, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Mediocre lifecycle management

3.0 3 years ago

Comments: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Pros:

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Cons:

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Alternatives Considered: Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent: price affordable and worthy features

QualityUnit Response

2 years ago

Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.

Guillaume
Poject Manager in Mauritius
Textiles, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Great and easy to use

5.0 4 months ago

Comments: It was overall a great experience and I do not regret my choice.

Pros:

Easy to use and easy to setup, liveagent was up on my staging envoronment in 15 minutes. It was easy to configure my rules and good to go in less than 2 days

Cons:

Some features were hard to locate and I had to contact my customer sucecss manager quite often.

Alternatives Considered: Drift, LiveChat and Intercom

Reasons for Choosing LiveAgent: Zendesk was way too expensive for my budget

Switched From: Zendesk Suite

Reasons for Switching to LiveAgent: It is easier to use, less expensive and has all the features I need.

QualityUnit Response

4 months ago

Thank you, Guillaume, for sharing your experience. It's great to hear how swiftly you got LiveAgent set up! We're sorry some features gave you a bit of a hunt, though. Please know, we're here to help streamline that process for you - never hesitate to reach out 24/7 - LiveAgent Team