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
Support
- 24/7 (Live Rep)
- Online
Deployment
- Cloud, SaaS, Web
- Mobile - iOS Native
- Mobile - Android Native
Training
- In Person
- Live Online
- Webinars
- Documentation
LiveAgent pricing overview
See pricing detailsLiveAgent 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
Yes, get a free trial
LiveAgent Features
Call Centre Software
- Blended Call Center
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Call Recording Software
- Archiving
- Call Tagging
- Distributed Call Recording
- Event Triggered Recording
- File Transfer
- On-Demand Recording
- Record & Playback ability
- Scheduled Recording
Complaint Management 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
Contact Center 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
Customer Communications Management Software
- Batch Communications
- Chat / Messaging
- Content Management
- Email Distribution
- Interactive Content
- Multi-Channel Communication
- On-Demand Communications
- Personalization
- Print Management
- Template Management
- Video Content
View full list of Customer Communications Management Software
Customer Engagement Software
- Analytics
- Churn Management
- Communication Management
- Community Management
- Content Syndication
- Feedback Collection
- Gamification
- Live Chat
- Video Content
Customer Experience Software
- Analytics
- Customer Segmentation
- Dashboard
- Knowledge Management
- Multi-Channel Data Collection
- Negative Feedback Management
- Predictive Analytics
- Sentiment Analysis
- Survey/Poll Management
- Text Analysis
Customer Satisfaction Software
- 360 Degree Feedback
- Analytics
- Call Reporting
- Complaint Monitoring
- Feedback Collection
- Survey Management
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Center Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Customer Success Software
- Account Alerts
- Account Management
- Communication Management
- Customer Engagement
- Customer Lifecycle Management
- Health Score
- Onboarding
- Revenue Management
- Usage Tracking/Analytics
- Win / Loss Analysis
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customizable 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
IVR Software
- Call Center
- Call Logging
- Call Recording
- Call Routing
- Multiple Scripts
- Phone Key Input
- Survey Management
- Text to Speech
- Voice Customization
- Voice Mail
Knowledge Management Software
- Cataloging/Categorization
- Collaboration
- Content Management
- Decision Tree
- Discussion Boards
- Full Text Search
- Knowledge Base Management
- Self Service Portal
Live Chat Software
- Canned Responses
- Customizable Branding
- Geo Targeting
- Offline Form
- Proactive Chat
- Screen Sharing
- Third Party Integration
- Transfers/Routing
- Website Visitor Tracking
Remote Work 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
Service Desk Software
- CMDB
- Change Management
- IT Asset Management
- Incident Management
- Knowledge Base
- Mobile Access
- Procurement Management
- Remote Control
- SLA Management
- Self Service Portal
Softphone Software
- Call Logging
- Call Recording
- Call Routing
- Caller Identification
- Caller Profiles
- Live Chat
- Video Conferencing
Telephony Software
- Auto Dialer
- Call Center Management
- Call Monitoring
- Contact Management
- IVR / Voice Recognition
- Predictive Dialer
- Reporting/Analytics
- Telemarketing Management
- VoIP
LiveAgent Alternatives
More LiveAgent alternatives
LiveAgent Reviews
Showing 5 of 935 reviews
Federico V.
-
Overall Rating5/5
-
Ease of Use4/5
-
Features & Functionality4/5
-
Customer Support5/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/03/31
"B2B portfolio management"
Comments: I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.
Pros: What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.
Cons: I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.
Vendor Response
by QualityUnit on 2020/04/01
Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)
- Reviewer Source
- Reviewed on 2020/03/31
Jacob W.
-
Overall Rating4/5
-
Ease of Use5/5
-
Features & Functionality4/5
-
Customer Support5/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/02/08
"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 2020/02/12
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 2020/02/08
Javier V.
-
Overall Rating5/5
-
Ease of Use5/5
-
Features & Functionality5/5
-
Customer Support5/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/08/12
"Agency Owner Review"
Comments: They are a wonderful company with great support, features, and brand.
Pros: It's extremely easy to setup and it hold all our support videos for our LeadDragon software, as well as coaching videos.
Cons: I wish the front-end builder was drag and drop, or at least had a front end previewer.
Vendor Response
by QualityUnit on 2020/08/18
Hi Javier,
Thanks a lot for your kind review. We are so pleased to hear that getting set up with LiveAgent was a breeze for you and that you have been satisfied with all the features the system offers. You know where to find us if you ever need assistance - we are online 24/7!
- Reviewer Source
- Reviewed on 2020/08/12
Ben H.
-
Overall Rating3/5
-
Ease of Use4/5
-
Features & Functionality4/5
-
Customer Support5/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/02/18
"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 2020/03/04
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 2020/02/18
Alissa B.
-
Overall Rating5/5
-
Ease of Use5/5
-
Features & Functionality5/5
-
Customer Support5/5
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 2020/06/16
"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.
Vendor Response
by QualityUnit on 2020/06/25
Hi Alissa,
Thank you very much for your kind feedback. It's amazing to see that LiveAgent has been the right fit for you and your company and that it was easy and smooth to get used to working with it. We are constantly working to further improve and enhance the software so stay tuned for more updates and don't hesitate to contact us if you ever need assistance - we are available 24/7!
- Reviewer Source
- Reviewed on 2020/06/16
