Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise. Our target customer is everyone who understands how important customer service is.

What Is LiveAgent?

LiveAgent is a fully-featured help desk software. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts.

LiveAgent is a feature rich multi-channel help desk software with 170+ help desk features including live chat, phone support, social media integrations, support portal and API.

LiveAgent Details

QualityUnit

http://www.ladesk.com/

Founded 2004

LiveAgent Pricing Overview

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

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Starting Price

US$15.00/month
See pricing details

Pricing Details

No contracts. Fair usage month-to-month billing policy.

Free Version

Yes

Free Trial

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Online

LiveAgent Features

  • Blended Call Centre
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Centre Software

  • Archiving
  • Call Tagging
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • On-Demand Recording
  • Record & Playback ability
  • Scheduled Recording

View full list of Call Recording Software

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

View full list of Complaint Management Software

  • Agent Interface
  • Auto Dialer
  • Automated Routing
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Interactive Voice Response (IVR)
  • Quality Management
  • Queue Management
  • Reporting/Analytics
  • Workforce Management

View full list of Contact Center Software

  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communication
  • On-Demand Communications
  • Personalisation
  • Print Management
  • Template Management
  • Video Content

View full list of Customer Communications Management Software

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

View full list of Customer Engagement Software

  • Analytics
  • Customer Segmentation
  • Dashboard
  • Knowledge Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis

View full list of Customer Experience Software

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

View full list of Customer Satisfaction Software

  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking/Analytics
  • Win / Loss Analysis

View full list of Customer Success Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Call Centre
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customisation
  • Voice Mail

View full list of IVR Software

  • Cataloguing/Categorisation
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal

View full list of Knowledge Management Software

  • Canned Responses
  • Customisable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

  • Collaboration
  • Electronic Signature
  • Employee Activity Monitoring
  • Live Chat
  • Meeting Management
  • Remote Access
  • Remote Support
  • Softphone
  • Task Management
  • Time Zone Tracking
  • Video Chat
  • Web Conferencing

View full list of Remote Work Software

  • CMDB
  • Change Management
  • IT Asset Management
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal

View full list of Service Desk Software

  • Call Logging
  • Call Recording
  • Call Routing
  • Caller Identification
  • Caller Profiles
  • Live Chat
  • Video Conferencing

View full list of Softphone Software

  • Auto Dialer
  • Call Centre Management
  • Call Monitoring
  • Contact Management
  • IVR / Voice Recognition
  • Predictive Dialer
  • Reporting/Analytics
  • Telemarketing Management
  • VoIP

View full list of Telephony Software

LiveAgent Alternatives

More LiveAgent alternatives

LiveAgent Reviews for UK Users

Showing 5 of 937 reviews

Overall
4.7/5
Ease of Use
4.5/5
Customer Service
4.7/5
Features
4.6/5
Value for Money
4.7/5
Barney B.
Head of Marketing
Building Materials, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 17/03/2020

"Great Features & Great Speed"

Comments: LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pros: We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons: There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Vendor Response

by QualityUnit on 25/03/2020

Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)

  • Reviewer Source 
  • Reviewed on 17/03/2020
Jacob W.
Senior Customer Service / Technical Writer
Computer Software, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 08/02/2020

"Excellent Experience Overall - I Recommend LiveAgent"

Comments: The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Pros: For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Cons: Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

Vendor Response

by QualityUnit on 12/02/2020

Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

  • Reviewer Source 
  • Reviewed on 08/02/2020
Verified Reviewer
Resident
Hospital & Health Care, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 24/09/2020

"Solid customer service software"

Comments: Used this software as a consumer and have only had good experiences: easy use, rapid response, good results.

Pros: Allows customers rapid communication with customer service and prevents long wait times on the phone. Ability to start tickets and many unnecessary phone calls can be avoided. Free service avaialble.

Cons: Not as large as other customer chat softwares, but no obvious shortcomings due to this fact. Would recommend this software.

Vendor Response

by QualityUnit on 28/09/2020

Hi there,
Thank you very much for such kind feedback. It's amazing to hear that you have been satisfied with LiveAgent and that it has made a positive impact on your everyday work life. You know where to find us in case of any questions - our support team is online 24/7!

  • Reviewer Source 
  • Reviewed on 24/09/2020
Ben H.
Sales Manager
Retail, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 18/02/2020

"Significant Value for the price"

Pros: Price, Excellent customer support, large amount of features and functionality

Cons: While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Vendor Response

by QualityUnit on 04/03/2020

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

  • Reviewer Source 
  • Reviewed on 18/02/2020
Aka R.
Founder
Information Technology & Services, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 21/06/2020

"Customer support is no more a headache"

Comments: This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.

Pros: I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Cons: There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

Vendor Response

by QualityUnit on 07/07/2020

Thank you very much for your excellent review! We are thrilled to have you with us and even more thrilled to hear that you are happy with LiveAgent! I am also glad to hear that handling your customer support does not give you a headache anymore, that's exactly why LiveAgent was created! Regarding the customization of the Knowlege base and the chat widget, there are various templates and customization settings but if that's not enough and somebody would want to have it designed in a way that would match their website completely, there is still a possibility of using the custom CSS. You know where to find us should you need anything! :)

  • Reviewer Source 
  • Reviewed on 21/06/2020