LiveAgent Professional, Scientific, and Technical Services Reviews & Insights

Score9.7 out of 10

144 Reviews and Ratings

Community insights

TrustRadius Insights for LiveAgent are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Powerful and Flexible Platform: Users have consistently praised LiveAgent for being a powerful and flexible platform that can be easily customized to meet their specific needs. Many users have stated that they appreciate the platform's adjustability and its ability to cater to their personal requirements.

Integration of Multiple Channels: A significant number of users have highlighted the convenience of integrating multiple channels, such as calls, chats, and emails, into one platform. This feature has been particularly beneficial for global customer service operations, allowing users to effectively manage communication from various sources in a centralized location.

Clear Structure and Organization: Users have consistently liked the clear structure and organization of different forms of communication within LiveAgent. They find it convenient to have all email IDs from various support areas channeled into one system and automatically assigned based on set rules. The tag system and ability to use predefined answers make it easier for users to manage customer inquiries efficiently.

LiveAgent Reviews

29 Reviews

Professional, Scientific, and Technical ServicesInformation Technology & Services14Marketing & Advertising9Market Research1Design3Computer & Network Security1Translation & Localization1

Liveagent had so many more uses than we expected!

Rating: 10 out of 10

Incentivized

August 25, 2021

Use Cases and Deployment Scope

The ability to have our emails, live chat, ticket system, and social all in one place makes life so much easier for our business as we grow. The ticket system is my favorite feature as it is so easy to organize. It's good that we can customize the look of our custom pages and chat as well.

Pros

Custom forms
Live chat
Ticket system

Cons

Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.

Likelihood to Recommend

Very impressed with LiveAgent and will stay with this service long-term. I recommend it to anyone who needs ticket support, live chat, or custom forms all in one place.

Sara Owen

Technical Support in Information Technology at Believe Websites (Design, 11-50 employees)

Vetted Review

1 year of experience

Great product I'm using on multiple domains

Rating: 10 out of 10

Incentivized

August 10, 2021

Use Cases and Deployment Scope

Really love the team at LiveAgent, great to talk to. I do wish you could stay logged in more easily with the live chat, or that is connected with a Facebook Messenger Page so I can communicate back through that and show online more, but custom forms have been great for my business requirements, along with ticket system.

Pros

Custom Forms
Livechat Support

Cons

Keep livechat on my website as showing online without having to log in each time

Likelihood to Recommend

I wanted custom forms for my checkout page so customers can begin the experience, after doing research this is why I ended up choosing LiveAgent. I also wanted to use one account across multiple domains and not have to pay per domain, I was able to do this with LiveAgent and made my decision based on that. No regrets.

Simon Pitt

Managing Director in Information Technology at Believe Websites Ltd (Design, 1-10 employees)

Vetted Review

1 year of experience

View profile

Customer service and help desk

Rating: 10 out of 10

Incentivized

July 15, 2021

Use Cases and Deployment Scope

LiveAgent is used by our customer service department within the company. It allocates customer to our reps so that they can speak in regards to the issues and concerns with them, providing a solution if any issues faced. We have LiveAgent dedicated for support and customer service team only as they find it best of purpose served.

Pros

Organized messages.
Simple to use.
Easy to integrate.

Cons

WhatsApp integration.
connecting to SMPTP.

Likelihood to Recommend

I would highly recommend it as we are pretty happy with the services provided by LiveAgent. Our customer service department finds it a boon.

Lucy Zhao

Manager in Information Technology at Novapro (Information Technology & Services, 11-50 employees)

Vetted Review

2 years of experience

Get LiveAgent! Trust me

Rating: 10 out of 10

Incentivized

August 12, 2020

Use Cases and Deployment Scope

LiveAgent is a fantastic platform that solves many issues that we had in our customer support area. The integration of the chat forms could not be easier. We can set up multiple departments so that the right issue goes to the right team. Value for money-wise, I do not think it can be beaten.

Pros

Integration.
Options for support.
Department options.
Ease of use.

Cons

More templates for forms.

Likelihood to Recommend

For us.. it helped a lot with chat forms and contact forms. This was the issue we faced as a company. Now that we can integrate as many forms as we want and send them to the right support channels. Our lives have been a lot easier. I can not recommend them enough.

Verified User

Manager in Customer Service (Information Technology & Services company, 1-10 employees)

Vetted Review

1 year of experience

LiveAgent: the best-for-less Ticket Management tool

Rating: 10 out of 10

Incentivized

May 27, 2020

Use Cases and Deployment Scope

We are using it to manage our customers tickets, and it is helping us a lot with the report and management features.

Pros

Managing tickets.
Reporting.
Automation.

Cons

Nothing to say.

Likelihood to Recommend

LiveAgent is a great tool and we really recommend it for ticket management.

Ricardo Passos

Consultor de segurança da informação in Professional Services at VIWSEC (Information Technology & Services, 11-50 employees)

Vetted Review

1 year of experience

View profile

A complete and powerful chat system

Rating: 7 out of 10

Incentivized

May 20, 2020

Use Cases and Deployment Scope

Very fat and complete chat solution. It integrates a powerful chat solution with helpdesk and knowledge base. It is very easy to implement an online support solution between different websites (we are using it on three of our company sites) and collaborate with the team members.

Pros

Powerful, fast and reliable.
Complete customer service solution (KB, chat and helpdesk).
Very efficient support team.

Cons

Chat widget a bit outdated (maybe more design options would be great).
WhatsApp integration (important in Spain).

Likelihood to Recommend

Best recommended for companies with many websites that need to integrate customer support into a single tool.

Sergio Garcia Carbonell

CEO in Corporate at Xprinta Signs Spain (Marketing & Advertising, 11-50 employees)

Vetted Review

1 year of experience

View profile

Great as a hosted customer ticket system.

Rating: 8 out of 10

Incentivized

May 16, 2020

Use Cases and Deployment Scope

Handling incoming email support requests and keeping track of issues.

Pros

Easy to use.
Easy to implement.
Flexible.

Cons

No open tracking for emails.
Sometimes slow (bulk actions).
A bit of a dated UI.

Likelihood to Recommend

Good to handle back office support requests or keeping a shared inbox.

Herbert Poul

Developer at CodeUX.design (Information Technology & Services, 1-10 employees)

Vetted Review

3 years of experience

Review on behalf of Maxerience, Inc.

Rating: 10 out of 10

Incentivized

May 4, 2020

Use Cases and Deployment Scope

LiveAgent is being used primarily by the Support Team, though companywide, and it addresses our specific issue of ensuring that our customers get timely and accurate responses to the issues they face when using our software. As the Support Team also involves our Software Development team on various issues, it is a tool that touches various teams in the company, such as Sales and Accounting (Billing).

Pros

Tickets and taggings.
IVR setup.
Knowledge base and forums.
In-app messaging.

Cons

Need improvement in UI.
It is a bit robust, but it's because all the features, so not a big deal.

Likelihood to Recommend

Verified User

Engineer in Information Technology (Information Technology & Services company, 51-200 employees)

Vetted Review

1 year of experience

Review on behalf of Maxerience Inc

Rating: 10 out of 10

Incentivized

May 1, 2020

Use Cases and Deployment Scope

LiveAgent software is a huge time saver! It provides a few very beneficial features like ticket responses via API (it is possible to automate answers to such queries as "what is the price of your product," or "payment methods"), postponing tickets (this is very handy if a ticket cannot be resolved right now), and LiveChat on the website (LiveChat window design is superb!)

Pros

Visitor activity
In-App messaging
Pop-up chats

Cons

API integration
Integrate WhatsApp on the portal

Likelihood to Recommend

Live Agent software is a huge time saver as it provides a few very beneficial features:

Visitor activity
Reporting
Surveys
Live chat
Phone
Social
Customer Profiles
Yeam inbox

Verified User

Engineer in Information Technology (Information Technology & Services company, 51-200 employees)

Vetted Review

1 year of experience

For smaller membership customer service

Rating: 9 out of 10

Incentivized

April 10, 2020

Use Cases and Deployment Scope

We manage the customer services for a medical membership organisation using a shared email inbox.

We needed to track the response to support questions by different agents (such as notes) and create a knowledge base for members to get answers to their questions.

Pros

Assigning a ticket reference to queries.
Reminding me to follow up.
Reply to social media.

Cons

A high resolution theme for 4K.
Make the reply icon bigger and add the word "Reply."
UX/UI update for 2020 - the website looks great, but the app feels a touch dated.

Likelihood to Recommend

As a timesaver:
1) I can reply to queries from chat, email, Twitter, Facebook and Instagram all in one place.
2) Canned responses to frequently asked questions.

Accountability
1) See how long agents are spending resolving queries.
2) Merge issues from the same customer.

Marketing
1) Export people who respond to queries.
2) CRM within the system with customer details.

John Crumpton

Technical Director in Corporate at Doublesided (Design, 1-10 employees)

Vetted Review

Verified on LinkedIn

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