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

https://www.liveagent.com

Founded 2004

LiveAgent Software - LiveAgent - Real Time Chat
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LiveAgent pricing overview

See pricing plans

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


Starting Price

US$15.00/month See pricing details

Free Version

Yes

Free Trial

LiveAgent deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

LiveAgent Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

View full list of Call Centre Software

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  • Activity Tracking
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  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Event Triggered Actions
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • On-Demand Recording
  • Performance Management
  • Performance Metrics
  • Predictive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Recording
  • Reporting & Statistics
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  • Tagging
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  • Voice Mail

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  • Collaboration Tools
  • Corrective and Preventive Actions (CAPA)
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  • Customer Service Analytics
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
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  • Email Management
  • Email Templates
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  • Issue Tracking
  • Knowledge Base Management
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  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SSL Security
  • Self Service Portal
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  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
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  • Survey/Poll Management
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  • Tagging
  • Third Party Integrations
  • Widgets
  • Workflow Management

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  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
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  • Contact Management
  • Customer History
  • Customisable Reports
  • Data Import/Export
  • Email Management
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
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  • Predictive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
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  • Content Management
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  • Customisable Branding
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  • Knowledge Management
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  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Predictive Analytics
  • Ratings / Reviews
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  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
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  • Survey/Poll Management
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  • Trend Analysis
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  • 360 Degree Feedback
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  • Access Controls/Permissions
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  • Alerts/Notifications
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  • CSAT Survey Structure
  • Call Reporting
  • Chat/Messaging
  • Commenting/Notes
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Customer Journey Mapping
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Questions
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Data Visualisation
  • Drag & Drop
  • Email Management
  • Engagement Tracking
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • NPS Survey Structure
  • Performance Metrics
  • Process/Workflow Automation
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
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  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
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  • Tagging
  • Template Management
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  • Trend Analysis
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  • Activity Tracking
  • Alerts / Escalation
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  • Customisable Reports
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  • Engagement Tracking
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  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Onboarding
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  • Real Time Data
  • Real Time Notifications
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  • Social Media Integration
  • Survey/Poll Management
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  • Widgets
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  • Workflow Management

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  • Spam Blocker
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  • Template Management
  • Third Party Integrations
  • Whitelisting/Blacklisting
  • Workflow Management

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  • Customisable Templates
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  • Email Templates
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  • Workflow Management

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LiveAgent Reviews for UK Users

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Overall rating

4.7/5

Average score

Ease of Use 4.5
Customer Service 4.7
Features 4.6
Value for Money 4.7

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Alfredo J.
Alfredo J.
Director
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 16/04/2021

"Huge platform with many possibilties."

Comments: I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

Pros: I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Cons: As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

Vendor Response

by QualityUnit on 21/04/2021

Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]

  • Reviewer Source 
  • Reviewed on 16/04/2021
Ondřej B.
CEO
Retail, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 05/12/2020

"Perfect Zendesk alternative"

Pros: All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!

Cons: Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated.

Alternatives Considered: HelpCrunch

Reasons for Choosing LiveAgent: Better value for the money, Zendesk is too expensive for more users.

Switched From: Zendesk

  • Reviewer Source 
  • Reviewed on 05/12/2020
Christoph S.
Network Administrator
Logistics & Supply Chain, 501-1,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 19/08/2021

"Positive Feedback"

Comments: The Live Agent works very well for our company. Regarding this tool we receive now more specific tickets what increase the time for solving a ticket and makes the work for administrators a lot easier.
Also we use the reporting tool what helps a lot to get an overview about all cases and solved problems.

Pros: - fast support help
- many possibilities to design a template for more usefull tickets
- nice overview because of the reporting tools

Cons: I could not write any negatives since now

Alternatives Considered: Microsoft Teams

Reasons for Choosing LiveAgent: The Redmine was not supporting O365 and wasnt easy to use

Switched From: Redmine

Reasons for Switching to LiveAgent: Teams is to complicated to implement

Vendor Response

by QualityUnit on 03/09/2021

Hello Christoph. Thank you for your kind feedback! We are happy to see that LiveAgent works well for your company :)
- LiveAgent Team

  • Reviewer Source 
  • Reviewed on 19/08/2021
Ben H.
Sales Manager
Retail, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • 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.

Alternatives Considered: RingCentral MVP, Zendesk and Salesforce Sales Cloud

Reasons for Choosing LiveAgent: Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Reasons for Switching to LiveAgent: Price, functionality, control

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
Cory B.
Co-founder
Marketing & Advertising, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 09/07/2021

"Improved productivity"

Comments: Overall, I’m happy with the software. It’s improved our response times and made our agents more productive.

Pros: - Many useful and versatile features (our favorite are the universal inbox and automation rules)
- Full-service call center
- Integrations with tools we use daily
- If we have any questions or are stuck, the support gets back to us very quickly

Cons: There are some integrations that could use a little work. For example, the Viber integration allows us to answer messages, but it doesn’t let us reach out to customers proactively.

Alternatives Considered: Zendesk

Vendor Response

by QualityUnit on 13/07/2021

Hello Cory, thank you very much for your honest and kind feedback! We are excited to hear that you are happy with the software and that it has improved your response times and also made your agents more productive! I will pass your feedback regarding the Viber integration to our developers for our future improvement. Thank you once again and take care! :)

  • Reviewer Source 
  • Reviewed on 09/07/2021