LiveAgent Information Reviews & Insights

Score9.6 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

16 Reviews

InformationComputer Software7Computer Networking2Internet3Broadcast Media1Publishing2Online Media1

nice software that could still have improvements

Rating: 8 out of 10

Incentivized

November 28, 2023

Use Cases and Deployment Scope

We use LiveAgent in the team and receive our support tickets and customer inquiries there. We processed more than 30,000 tickets with it last year.

Pros

Tracking tickets
Involve several employees in the processing.
Live Chat

Cons

Sometimes the performance is very slow
The answers to problem solutions are often very slow

Likelihood to Recommend

Very suitable for live support and customer support where written documentation is important. When used in multiple languages, it is often difficult to assign the ready-made answers

Gerhard Latzelsberger

Country Manager in Customer Service at Keys.Express (Computer Software, 11-50 employees)

Vetted Review

3 years of experience

Delivers everything our company needs!

Rating: 9 out of 10

Incentivized

May 14, 2020

Use Cases and Deployment Scope

We currently use LiveAgent to capture support requests via the chat bubble on our various websites. It has proven to increase engagement from our website visitors, and it gives us a vehicle to show them that there are real people working behind the scenes ... not just another "bot" or AI representative.

Pros

Alerts us of new "tickets" even when offline.
Real-time viewing of customer's typed words.
Storage/tracking of past tickets.

Cons

Regarding the "Invitations" feature - Would like it if it required a Name and Email address just like it does for the chat bubble.
The UI for the real-time chat could be a bit more intuitive, but once used to it, it serves the purpose.

Likelihood to Recommend

Support ticket tracking.
Support ticket statusing.
Ability to assign issues to specific members of the team.
Real-Time engagement with customers and/or website visitors.

Brian Kelly

Founder in Corporate at Reach Your Peak Summit (Broadcast Media, 1-10 employees)

Vetted Review

1 year of experience

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LiveAgent Review

Rating: 8 out of 10

Incentivized

May 6, 2020

Use Cases and Deployment Scope

I use LiveAgent with multiple departments that see fit to use it. It has solved the problem of helping us connect us with our members and allowing us to better help them.

Pros

Knowledge base.
Live chat.
Customer satisfaction feature.

Cons

Employee permissions.
Designs for the knowledge base kinda seem out of date.

Likelihood to Recommend

I believe the best scenario of where LiveAgent is helpful is allowing our support agents with the fastest speed possible so we don't keep our clients waiting. It also would be good when showing us reports and going into to detail with everything needed to help us better our support team and others.

Zaverion Woods

Founder at RBLXSocial (Online Media, 1-10 employees)

Vetted Review

1 year of experience

Great Helpdesk Tool!

Rating: 8 out of 10

Incentivized

April 30, 2020

Use Cases and Deployment Scope

LiveAgent is used within our development & support team. It helps us to keep in touch with our customers very easily.

Pros

Easy setup.
Highly configurable.
Chat functionality.

Cons

Multilingual knowledge base.
Import of knowledge base.
Chatbot.

Likelihood to Recommend

It's very well suited for customer support.

Markus Heiss

CEO (Chief Executive Officer) in Research & Development at Twentoo GmbH (Computer Software, 1-10 employees)

Vetted Review

1 year of experience

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LiveAgent review

Rating: 9 out of 10

Incentivized

April 15, 2020

Use Cases and Deployment Scope

As a Customer Success representative for an international company, LiveAgent makes our communication easier and trackable, even if the different departments are not located in the same country. I highly recommend this help desk solution. We cover online communications with our customers.

Pros

Ticketing system is easy
Easy to set different departments
Easy to integrate with other platforms

Cons

Chat notifications could be bigger

Likelihood to Recommend

With LiveAgent it is easy to communicate between departments and get answers quicker.

Ricardo Borges Vieira

Senior Customer Success in Customer Service at Casa Safari LDA (Computer Networking, 51-200 employees)

Vetted Review

1 year of experience

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Excellent support tool that unifies all channels into one!

Rating: 10 out of 10

Incentivized

April 1, 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

Unification of all channels of support requests coming in into ONE place.
Intuitive ticket hierarchy system to follow the stages of a ticket.
Automation to ensure that tasks are taken care of automatically.
Live support for our Support Team, should they need help with LiveAgent.

Cons

A prettier user-interface.

Likelihood to Recommend

LiveAgent is perfect for businesses that have a wide variety of customers using an equally wide variety of channels to submit support requests. Getting everything unified to one place and then channeling the support team's full energy in one place is the true strength of such a tool. I highly recommend it to not just companies like ours but also all others that want to ensure that their customers are getting good support.

Prof. Dr. Sameer Joshi

Company Co-Owner in Corporate at Mintware Ventures FZ-LLC (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

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LiveAgent solved my support problems and helps me help customers every day

Rating: 10 out of 10

Incentivized

March 23, 2020

Use Cases and Deployment Scope

LiveAgent is intuitive, easy to set up, and fits my needs perfectly. I particularly like the ability to create response templates, which saves me tons of time. I used to sometimes miss communications, but LiveAgent has made my whole support system watertight.

Pros

Support templates.
Support request ticket alerts.
Mobile app works well.
Support strings are kept easy to follow.

Cons

Possibly a bit more customization on the support portal look and feel would be nice.

Likelihood to Recommend

Overall, my experience of LiveAgent and their support of customers has been wholly positive. My use case is basic so I can't comment about all the features and uses of LiveAgent because I don't utilize all that's available. It has certainly delivered all I required from a support desk and more.

david martin

CEO (Chief Executive Officer) in Product Management at PureRead Ltd (Publishing, 11-50 employees)

Vetted Review

2 years of experience

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Excellent and Scalable Help Desk Software!

Rating: 10 out of 10

Incentivized

February 12, 2020

Use Cases and Deployment Scope

We use LiveAgent to manage customer support requests from our clients. It has helped us manage requests and issues, define urgency, manage priority and other times. We also use it to triage support items to the best available support staff and include helpful information for our staff.

Pros

Auto-manage key ticket statuses (new, opened, unanswered).
Quickly and visually distinguish which tickets need attention.

Cons

The ability to reply to individual messages - currently you have to "forward".
Provide error messages within a ticket if the message did not go out.

Likelihood to Recommend

It is very suitable for a company where they would like to purchase individual portions of help desk software while maintaining core functionality. LiveAgent allows you to purchase the ticketing system without purchasing the live chat option. We found the lower pricing options for competitors often left out core functionality. It's also the most suitable for users who like to visualize what is going on with support quickly. It may be less suitable for companies looking for an entirely integrated CRM system.

Jacob Wall

Senior Technical Writer / Client Services in Customer Service at Georef Systems Ltd. (Computer Software, 11-50 employees)

Vetted Review

2 years of experience

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It took us a while, but now we're sold!

Rating: 10 out of 10

Incentivized

January 22, 2020

Use Cases and Deployment Scope

It took us a while to fully implement LiveAgent across our organization. At first, it seemed too complex for us, but once we got familiar with it, we will not go without it. It addresses all the areas of support where we were lacking and performs gracefully. Before the subtle code snippets from LiveAgent, we were trying to answer support questions via phone, email and external chat solutions, but now that we have LiveAgent installed, it has all become so much easier. I am glad we stayed with it.

Pros

Great chat functionality.
Super FAQ interface.

Cons

A better on boarding process would have helped us implement this solution earlier.
There is so much to this product that we are still not using. More help is needed to maximize its usefulness.

Likelihood to Recommend

We are not familiar with other business scenarios to comment about where LiveAgent is best suited, but for us in the publishing industry, it is a godsend! We see how the need for support is universal, and we see how necessary this software has been in making us more efficient. In that way, we suggest LiveAgent would be of great help to any company that is in service to others.

Kevin O'Grady

Founder in Customer Service at Twin Flame Productions, LLC (Publishing, 1-10 employees)

Vetted Review

1 year of experience

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Amazing software for efficient workers!

Rating: 10 out of 10

Incentivized

April 5, 2017

Use Cases and Deployment Scope

LiveAgent is being used by most of the people in our company. Mainly, it is used by our Support Specialists and as one of them, I can safely say that it's one of the best things to happen in our department. It solved many of our internal problems regarding the efficiency of our work.

Pros

Canned responses and predefines. These two features are the top features that I use.
"To Solve" feature which provides me a possibility to open a new ticket with a click of one button.
Filters which collaborate with the "To Solve" feature.

Cons

Occasional bugs when typing which force me to stop my work for a few moments.
Sometimes it's difficult to find the needed specific information about my user's statistics.

Likelihood to Recommend

Well suited:

When the need of efficiency is important in your work.
When you need to work smarter, not harder.
When you need filter feature to organize the importance of certain departments.
If you need the predefined/canned response feature.

Less appropriate:

If you don't like a very customizable environment and want a software which provides basic usage.

Tautvydas Vaižgėla

IT Customer Support in Customer Service (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

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