LiveAgent Pricing, Features, Reviews & Comparison of Alternatives

LiveAgent Reviews

LiveAgent

Great customer service starts with better help desk software

4.72/5 (199 reviews)
5,109     23,180

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls.

Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros, Email templates, Performance Reports, Live Chat, Chat invitations & Website monitoring, Voice integration and call recording, Facebook and Twitter integration, Support Portal, Knowledge Base, Forum & many more.

LiveAgent is available in 39 languages and both as SaaS license or a self hosted license (installed on your own server).

Server infrastructure is located in USA, UK and Japan to ensure Millenium Falcon like speed responses and to support local law regulations (for EU in particular)
www.qualityunit.com

LiveAgent Reviews (199)

Latest reviews

 Light, streamlined and effective system

An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do ...

Read the full review
Reviewed yesterday by Mark Goldman

 

 Easy to use and a great tool for the customers !

Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.

Read the full review
Reviewed yesterday by alexandre blais

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LiveAgent Category Leaders

Reviews
Integrations
Mobile
Media
Security

#3 in Help Desk & Ticketing

View full ranking
84
18
16
14
16
20

#4 in Customer Service

View full ranking
84
18
16
14
16
20

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

LiveAgent Screenshots (6)

LiveAgent screenshot: chatLiveAgent screenshot: ticket2LiveAgent screenshot: chat_button_liveagentLiveAgent screenshot: kb2LiveAgent screenshot: dashboard-laLiveAgent screenshot: reports-la

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Linux, Mac, Windows, Web-based, Mobile Web App
Supported Countries
Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Czech, Danish, Dutch, English, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

LiveAgent Pricing

Starting from: $12.00/month

Pricing model: Freemium, One-time License, Subscription

Free Trial: Available (No Credit Card required)

Subscription plans:
Ticket - $12 Agent/Month
Ticket + Chat - $29 Agent/Month
All-inclusive - $39 Agent/Month

Downloadable licence (one-time-fee, 30-day money back guarantee, all support channels)
$11,950 (20 Agents included)

Competitors Pricing

Scorebuddy

Starting from: £99.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

KronoDesk

Starting from: $19.99/year
Pricing model: One-time License, Subscription
Free Trial: Available (No Credit Card required)

LiveChat

Starting from: $16.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

Users who visited LiveAgent also visited

Key Features of LiveAgent

  • Multichannel support(Email, Voice, LiveChat, FB and Twitter)
  • Intelligent Spam Filter
  • Live Chat
  • Gamification
  • Knowledge Base
  • Analytics
  • Ticketing system
  • Help Center
  • Mobile ready
  • Suggestions
  • Easy-to-use Interface
  • Multilingual
  • Hybrid tickets
  • Automatic Ticket Distribution
  • Departments, Tags and Filters
  • Service-level Agreement (SLA)
  • Twillio Voice Integration
  • Automation (Time and Event based Rules)
  • Asterisk Callcenter Integration
  • Extendable with Plugins or API
  • Audit log
  • File sharing

Benefits

- A team of 11 support agents is available 24 hours a day, 7 days a week, 365 days a year.
- LiveAgent is also available as a self-hosted license for a one-time-fee. If you value privacy and security above all, you can have it under your control
- LiveAgent integrates all support channels into one environment – everything is neatly sorted in one place
- Multi brand support - connect unlimited brands into one app, without extra costs
- Build a customer community and increase customer satisfaction by double digits

Featured testimonial:
"LiveAgent is simply the best and most affordable Help Desk Software on the market! Goodbye Kayako! Adios Zendesk... Bye Bye Freshdesk!! Development is great and fast! Rock Solid and easy to use software. Very customer friendly also!"
- Jeremy Otten, CEO of Random Solutions

Alternatives to LiveAgent

GetApp Analysis

To improve satisfaction rates and strike more deals, businesses need to offer high-quality customer service. But in today’s digital environment, where face-to-face interactions are rare, it can be a challenge to provide the type of great support that customers and potential clients frequently demand. LiveAgent is working to provide organizations of all sizes with the tools they need to efficiently reach customers and handle support requests in real-time.

LiveAgent is multi-channel helpdesk software for businesses of all sizes, from one-man-operations all the way to large enterprises. By combining an all-in-one support ticket system with customer portals, universal inboxes, and built-in live chat software, LiveAgent is offering a way for organizations in every industry to provide better, faster, more organized customer support.

What is LiveAgent?

LiveAgent helps businesses thrive in customer service, with features like ticketing, ticket distribution, built-in live chat, Facebook ticketing, Twitter monitoring, reporting, built-in customer portals, and a call center integration with Twilio, all of which are designed to enable businesses to better organize their customer support and be available immediately when their customer seek help.

Through LiveAgent’s streamlined user interface, agents are able to respond to incoming emails, chats, phone calls, Facebook posts, and private messages 24/7. They can also monitor tweets that mention specific keywords or brand names. Its features are fully customizable, with no HTML coding required.

Businesses that utilize LiveAgent’s multi-channel helpdesk software benefit from better support, along with faster, more organized, and more consistent responses to customer queries. It can also increase customer satisfaction rates, which ultimately results in increased referrals and sales.

Main Features

Ticketing

LiveAgent transforms every communication that comes into an organization into an active “ticket.” Tickets serve as communication threads between customers and support agents. They include all emails, live chats, phone calls, Facebook messages, and tweets, along with internal notes and other types of data related to the customer.

When customers contact your company, their communication is automatically transformed into tickets, each with its own reference number (ID). You’ll receive notification when new tickets have arrived, and you can login to the LiveAgent platform to communicate the status of the issue or request. As this status changes, you’ll move the ticket through the lifecycle, from “New,” to “Open,” “Answered,” “Resolved,” or “Postponed.”

Ticket Distribution

Automatic ticket distribution ensures that all support agents receive optimal load, and certain agents are being given more work than they can handle. LiveAgent’s software can be customized to define how many tickets, chats, and phone calls individual support agents should receive in a given period of time. The software will then take these rules into account when routing tickets and automating phone duties.

Based on the rules your organization has setup, LiveAgent will distribute tickets evenly within your team. It may also assign tickets to specific agents based on ticket parameters, like events or topics. If you are assigned a ticket that you cannot resolve, LiveAgent will allow you to change the ownership of the ticket to a different department or agent.

Customer Portals

Built-in support portals are the ultimate resource for customers. Businesses will appreciate the added tools for collecting feedback, spurring ideas for future development, and supporting customers 24/7. Designed to include knowledge bases, forum posts, and customer feedback, Customer Portals serve as an information hub when agents aren’t online.

Customize your own customer portal to fit in with the look and feel of your business website, including any company branding elements you have in place. Once your portal is up and running, with a robust knowledge base and community for customer interaction, you’ll be able to support customers even when your agents are offline.

Build-In Live Chat

Unlike other help desk platforms, which require businesses to rely on third-party chats, LiveAgent has developed its own built-in solution. The ability to chat live with customers in real-time is an important part of LiveAgent’s platform.

Adding a live chat feature to a website provides real-time convenience to customers, and it can also increase leads and sales by providing customers with immediate access to answers in the moments before they decide whether to click “Buy.” LiveAgent’s live chat feature saves telephone support costs and enables agents to support more customers at once, since multiple chats can be run simultaneously.

Reports

Businesses can’t improve on the customer service they currently offer without the types of detailed analytics that LiveAgent provides. Inside the Reports tab, agents can find everything from usage statistics and performance reports, all the way to customer satisfaction ratings and outgoing messages, chats, and calls.

Use LiveAgent’s analytics to improve the service your support team is offering to clients and customers. Reports can quickly be filtered by channel, tag, or agent, allowing you to see which of your employees has the highest overall performance rating. Reports can also be filtered by date, which is helpful when evaluating how your company’s satisfaction rates have changed over time.

Integrations

LiveAgent offers a REST API for custom integrations. The company also has pre-made third-party integrations—including an integration with Zapier—to help with business automation.

Pricing

LiveAgent offers two pricing options: cloud hosting and standalone licensing. Costs for cloud hosting start at $9 per agent, per month, for Ticketing and $14 per agent, per month, for Ticketing + Chat. An All-Inclusive plan is available for $19 per agent, per month. Starting packages include three agent seats. Businesses that opt for standalone pricing pay a one-time fee, with LiveAgent hosted on servers both in US (Texas) and EU (London).

Bottom Line

  • Helps businesses thrive in customer service
  • Organized and consistent customer support responses
  • Automatically transforms all incoming communication into “tickets”
  • Live chats generate more leads and improve satisfaction rates
  • Hosts servers in both in US and EU

Videos

Mark Goldman

Light, streamlined and effective system

24/04/2017

An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do it on a budget, this is the way to go.

Pros

Simple interface. Excellent value.

Cons

Limited reporting

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
alexandre blais

Easy to use and a great tool for the customers !

24/04/2017

Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Simon  Lord

So Far So Good

24/04/2017

Customer service is quick, the software is relatively simple to use and was live on our site within the first day. I'm personally not a fan of subscriptions per user as I don't believe that it offers good value for money but compared to other live chat services the cost is competitive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Allyson Purdy

Great system!

24/04/2017

I love this system, it is very easy to use. Wish there was a way to turn the sound off when answering tickets but other than that, it's great. Love the new merge into feature as well!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Allan Ferguson

Fantastic Service

24/04/2017

Great service throughout the years easy to use and access. Great for statistics and analysing staff performance.

Pros

Statistic ease of use

Cons

none

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
VIJAITA NARAIN

Excellent support and Software

23/04/2017

Great Software and excellent support. They are available to help you out. Software is also great with so many great features. I am a developer and I liked working on it. Instant help. Instantly available features.

Pros

Easy to setup

Cons

Cannot think although themes must be available to edit

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

themes must be available to edit

Source: Capterra
Helpful?   Yes   No
Read more
Craig Duran

Seems good. Looking forward to trying it out

22/04/2017

I have an IT support company and am looking to make a change for an improved ticketing system. I just today encountered this service. I am eager to test it out.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Alyssa Squire

Like the Database

21/04/2017

I think using this database is simply and organized. That is important when we are trying to respond to a customer in a timely manner.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Francesco Mascetti

The Best Live Chat software

21/04/2017

I am using LA Desk Live Agent since 2012, when I switched after I tried many other products. Live Agent is simply the best live chat software available, because of its features and great support from Quality Unit Team. There are many updates released every month, and it it really important because the software is improved more and more. Are you looking for a Live Chat and Ticket software reliable and powerful? You found it! Francesco

Pros

Easy to use Many features Reliable Updated every almost every week

Cons

What? :-)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

Just a suggestion: I wish to see a VoIP SIP integration module

Source: Capterra
Helpful?   Yes   No
Read more
Mike Trynczer

nice and easy

21/04/2017

nice and easy to use with tons of features. Customer Support becomes more easy if the customers accept sending Mails not directly to the individual E-Mail address,

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more

Who is LiveAgent For?



  • Experience level: All experience levels
  • Industry: All industries
  • Business size: Small businesses, mid-size businesses, large enterprises
  • Departments/roles: Customer service
  • Budget/point: All-inclusive pricing costs $19 per agent, per month
  • Example customers: X-Cart, Sli.do, Support4Net
Read the full GetApp Analysis

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