LiveAgent Reviews

Cheap alternative for livechat

Pros:

Easy to use, cheap, well working alternative for livechat.

Cons:

I'm app sumo tier client - so, for me software is priceless :)

A Comprehensive and Reliable Customer Service Solution: LiveAgent

Comments: Overall, we have been really pleased with our experience using LiveAgent. It has enabled us to provide a high level of customer service and has been a great addition to our customer service team.

Pros:

Using LiveAgent has been a great experience for our customer service team. We find it very user friendly, reliable and comprehensive - covering nearly all aspects of customer service. It has enabled us to quickly respond to customer queries and provide an outstanding customer experience.

Cons:

The only downside we have encountered with LiveAgent is the cost - it is slightly more expensive than some of its competitors. However, we believe that the features and benefits it offers make it worth the cost.

answering my customers is more accessible

Pros:

the tool is not complicated to use and very practical. it is fast and easy to use

Cons:

sometimes it bugs a little, but it's not much, compared to the usefulness of the tool, it's rather a good investment

LiveAgent is a great help to our support

Comments: We can use this to develop an exciting new approach to interacting with our audience. Insightful tracking of site visitors allows you to pick the brains of your customers and potential buyers.

Pros:

LiveAgent provides a full set of features to facilitate live chat functions on your site. I really like that you can track a user's position and send them a chat invitation automatically while they're on your site.

Cons:

The only real drawback I've found is that you have to log in somewhat often to keep your account from going dormant. Not having to worry about losing access to my account because I forgot to set a login reminder is a huge relief.

HR Support with LiveAgent

Comments: LiveAgent is a fantastic tool for HR specialists. It's intuitive, feature-rich, and has greatly improved my workflow. The support team is also top-notch, always willing to help with any questions or issues.In conclusion, if you're an HR specialist looking to streamline your work and improve communication, LiveAgent is definitely worth checking out.

Pros:

LiveAgent has made HR support a breeze with its user-friendly interface and robust set of features. Communication with employees and clients is seamless, thanks to the integration with multiple channels, including email, live chat, and social media. The ability to automate repetitive tasks has saved me a ton of time, freeing me up to focus on more strategic initiatives.

Cons:

On occasion, the software can be a bit slow, but it's not a major issue. The mobile app could also use some improvement, but it gets the job done.

Happy Live Agent user

Pros:

Great features and functionality. At first is not very impressive because of user experience. You should have patience. Might seem hard to use. But as far as you start configuring and implementing features you realise how awesome it is. Glad that I gave Live Agent I chance. I don't regret it! Comparing to the old solution we were using, Lige Agent surprised me with the email integration. The fact that you can set outgoing and incoming email with smtp is huge for us.

Cons:

Could be better in user experience. It is a very complex software and might be scary at first. But it offers all you can use for a good customer service solution.

Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software.

Comments: The experience from our end has been a reliable one. From implementation to usage, LiveAgent has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer.

Pros:

LiveAgent dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

Cons:

LiveAgent ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added.

With LiveAgent customer care functions, customer satisfaction is always assured.

Comments: LiveAgent has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels.

Pros:

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Cons:

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

Quality video calls in place.

Comments: We have put it in place for online meetings and customer support systems.

Pros:

Great on issue tracking and help find solution.Customer support system dashboard for easy reach and connection to services.

Cons:

I have more benefits as for now that nothing is missing in functionality.

Our festival was a success thanks yo LiveAgent!

Pros:

Using LiveAgent and integrate everything that needed to be covered and had everyone engaged in one platform was AMAZING! You can have everything in one place and nothing is left behind.

Cons:

Loved EVERYTHING! It made all the operations easier and successful.

Great all in one solution.

Comments: Overall, we have one product for web, email, chat, and phone support.

Pros:

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Cons:

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Alternatives Considered: Conversational Cloud and Crisp

Reasons for Choosing LiveAgent: We found the package of features more substantial and the price was excellent.

Switched From: Crisp

Excellent Support for My Customers With Room to Grow

Comments: This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pros:

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Cons:

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Alternatives Considered: SherpaDesk and Spiceworks

Reasons for Choosing LiveAgent: Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Switched From: TeamViewer

Reasons for Switching to LiveAgent: Price and features

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

Comments: The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Pros:

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone. I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Cons:

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Alternatives Considered: Freshdesk

Reasons for Choosing LiveAgent: We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Switched From: Help Scout

Reasons for Switching to LiveAgent: There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

Live Agent has helped us to level up our customer service.

Comments: Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.

Pros:

This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.

Cons:

It would be great if their was downloadable graphs and charts, and generally easier reporting.

Alternatives Considered: HubSpot CRM

Reasons for Choosing LiveAgent: Cost and functionality

Switched From: Zoho Desk

Reasons for Switching to LiveAgent: It was easier to use than software we trialled, it offered more features and was more cost effective, more importantly I could see that it was scalable.

Easy and helpful tool only for live chat services or live customer support

Comments: Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Pros:

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent. One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Cons:

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Alternatives Considered: tawk.to

Reasons for Switching to LiveAgent: Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.

Incredible value for money

Comments: Amazing onboarding and buying experience. We almost haven't needed support since, as everything works and the UI is easy to use.

Pros:

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Cons:

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

Alternatives Considered: Kundo, Dixa, and Zendesk Suite

Reasons for Choosing LiveAgent: Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high.

Switched From: Zendesk Suite

Reasons for Switching to LiveAgent: Price was 5x lower for same/ comparable product

International Omnichanel Travel Agency

Comments: Our estrategy for customer service is to give an omnichannel experience to our customers across all the countries we work.
We researched a lot trying to find tools that accomplished that: some of the solutions were very poor and some others very expensive. With LiveAgent we found everything: an easy software to implement (we have our APIs connected with them too) with the best cost of the market.

Pros:

1) The capability of management of all our comunication channels across all the countries we have operations in a single software. 2) We have Travel Agents of all ages, and for all of them the implementation of the software was very easy, as the adaptation to our business. 3) The cost and time savings with tools as internal calls and chats. 4) The ticket history with all the interaction (including call recordings) with our customers: this is core for a Travel Agency. 5) We can use it in spanish! 6) The configuration of IP phone lines; in Latin America that's not an easy task because of the SIP Trunk providers. 7) The ticket and phone apps that alows us to work ant talk to our customers from everywhere!

Cons:

We have experienced some little bugs in the implementation, but the support team is excelent and very helpfull, so it wasn't a problem at all; they were fixed inmediatly.

Alternatives Considered: HubSpot CRM and Zendesk Suite

Reasons for Switching to LiveAgent: Because of the features, the cost per agent, the support team and the adaptation to our business.

Easy to navigate with great support

Comments: I found the transition to Live Agent desk to be very easy and user-friendly. This product is an essential tool for my team. It allows us to easily see which tasks/tickets are urgent, require a follow-up, and the customizable tags help to create an efficient workflow.

Pros:

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

Cons:

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

Great Ticketing Software, even better Customer Service!

Pros:

The things that stand out to me about LiveAgent are the automation tools we have access to even with the basic plan. It's helped our support team get organized while scaling our team and handling a surging volume of customer inquiries. The technical support we receive is literally instant, and i've only had to go through their chat service to get problems solved. Super easy and each time I speak with one of their agents I learn something new.

Cons:

There are so many features, that sometimes I don't realize some of the amazing tools available to me. I guess you can't call that a con though. The one thing that I'm missing is an undo button when replying to emails.

Revolutionising Customer Service

Comments: Since we started using Live Agent we have been able to analyze the reasons why customers are contacting us and develop more efficient working practices by using customized auto-responders.

Pros:

The thing I like most about this software is the Tagging, which allows us to quickly see the reason why the customer is contacting us, Live Agent can pick out words from a customers email and reply with our custom made auto-responders which answer our most frequently asked questions. This cuts down on the time spent answering individual queries and gives customers the answers they need extremely quickly.

Cons:

There is nothing that I like least about the software, it makes communication with our customers incredibly easy and efficient.

Great Product and Great Customer Service

Comments: I've been pleased by both the product and the customer service!

Pros:

While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Cons:

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

Big Player, But Why?

Comments: Overall, it's been mostly negative. They have the feature set present to do something truly wonderful with the platform, but the design and execution of the product itself make LiveAgent one of the worst platforms I've worked with.
As I mentioned above, I don't think there has been a major update of the platform in years and it's long overdue for one, so I'm not sure what they're doing, nor could I, in good faith, recommend LiveAgent to anyone else when there are so many other options to choose from.

Pros:

I have to give credit where credit is due, LiveAgent offers a ton of features for a tool in this space. I have used other solutions and have been underwhelmed by their offerings and find myself still attracted to LiveAgent's feature set - so why the bad rating?

Cons:

Because it feels as though LiveAgent has been abandoned. I can't recall the last major update. It feels as though they are perfectly comfortable with where they are and aren't looking to really change or shake things up. The UI is...okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate. On top of that, the widgets and offerings of the platform are extremely outdated. The end result is something I would expect to see on the AOL site with my dial-up modem. I mean, even if you're not going to make massive overhauls to the platform (which they most definitely need to), at least keep it looking relevant for today's market - the reason I've had to drop it and settle elsewhere is for this very reason. When you deploy widgets on your site, they become an extension of your brand - and I hold myself to a higher standard; there is no way I would be caught dead with an AIM style interface on my modern site.

I like Live Agent as a product and environment for the work of the support team.

Comments: Pros: easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it) We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Pros:

easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app

Cons:

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it)

The Help Desk My Business Needed

Comments: LiveAgent has helped my business grow and improved our communications with customers drastically. I'm very lucky to have found it.

Pros:

LiveAgent has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website.

Cons:

The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world.

Alternatives Considered: Zendesk Suite

Switched From: Zendesk Suite

Powerful Live Chat Tool for Reasonable Price

Comments: Overall, LiveAgent is a Great Deal. It really helps us with our day to day work. It brings a good positive user experience to our customers. LiveAgent will never disappoint our customers. This tool is extremally easy to use. Also it has lots of integration features available with other third party systems. Our agents are very happy to use this kind of tool without hesitation. Finally, i have to say, LiveAgent is a well Packed Perfect live chat and help desk system for a reasonable price.

Pros:

LiveAgent is a great app that helps us to integrate with our Website to enable Live Chat option with our Website Visitors and Customers. Location Reporting is a very important feature in this tool. We can identify the users location. So we can avoid unnecessary disruptions and scams. Configuration part is really easy. straight-forward. We used LiveAgent to provide both Email and Chat support for our Visitors and Customers. Their customer service is very friendly. And Also, this tool is really easy to understand even for our new employees. I think Integration with multiple websites is the greatest feature of LiveAgent System. That helps us to reduce lots of time and cost.

Cons:

There is nothing to complain but, Developers can improve its User Interface more.