LiveAgent Pricing, Features, Reviews & Comparison of Alternatives

LiveAgent Reviews

LiveAgent

Great customer service starts with better help desk software

4.75/5 (139 reviews)
5,124     23,347

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)
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LiveAgent Reviews (139)

Latest reviews

 Beginner Review

I'm just beginning so still working out the kinks, but so far so good! It's very complex and with multiple users we are trying to still figure out the best system for our team and needs.

Read the full review
Reviewed 2 days ago by Brinley Miller

 

 The best Customer Service Support Desk in the market

A year ago we have installed Live Agent Desk to our company cloud. Since then, we made our daily tasks in Customer Service Team way easier. LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!

Read the full review
Reviewed 3 days ago by Merkys Maliukevicius

Read all reviews

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

LiveChat

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

Zendesk Chat

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

REVE Chat

Pricing model: Freemium, 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

Brinley Miller

Beginner Review

25/03/2017

I'm just beginning so still working out the kinks, but so far so good! It's very complex and with multiple users we are trying to still figure out the best system for our team and needs.

Rating breakdown

Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Merkys Maliukevicius

The best Customer Service Support Desk in the market

24/03/2017

A year ago we have installed Live Agent Desk to our company cloud. Since then, we made our daily tasks in Customer Service Team way easier. LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!

Pros

Automated Ticket responses Live Chat Powerful API

Cons

There was a small problem with Live Agent API structure. We contacted their support them and they fixed everything.

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
Matteo Migliaccio

Wide range of options, highly customizable, great value

23/03/2017

I'm reviewing LADesk for my company. At the moment, side by side with Zendesk, it is meeting all our requirements (not few), for a lower price compared to the competitor. Their customer support looks incredibly responsible, I had all of my questions answered in minutes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jonathan Banks

LiveAgent Ticket

19/03/2017

I have tried out several ticket systems out there, no of them game even close to what you can offer from a ticket system, and for a very low price. I also tried out your online chat support. Never actually liked them, but your chat support was AMAZING very helpful and skillful personnel.

Rating breakdown

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

Good product

31/01/2017

We use it for our company website. Product features are rich but with some limitations. Incoming email setting is a bit complicated but we only use for live chatting anyway.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Petra Rychla

Great value for money

24/01/2017

Liveagent is the best value for money - ultimate system with online chat, ticket system, phone support, social media. We appreciate reaction time, when we have questions.

Pros

Easy use, excellent support from the developer, good price for hosted solutions with updates.

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
Source: Capterra
Helpful?   Yes   No
Read more
Radka Jurov¿áková

Absolute satisfaction

05/01/2017

I am using LiveAgent daily at my work and I am absolutely satisfied with its quality, functionality, overview and with helping me to do better my job. I am also satisfied with their customer service because when we need them, they are quick, very helpful and also very nice.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Gilbert Paquin

I realy love this product, this simplify my work every day

14/12/2016

I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center. This application allowed us to end the old support system with a traditional inbox with our business growth it became a real enfère to do so followed by our record. This application has enabled us to greatly simplify our job.

Pros

I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center

Cons

I find disappointing mobile application, it is unfortunate that it does not support messages in HTML format

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
Mitchell Sobel

I really like LiveAgent so far

17/10/2016

LiveAgent has been a great product to use so far. I use it solely for its ticketing functionality, but even so, it has been very useful for me. I was able to use LiveAgent's automation features to create a streamlined process of handling support tickets. LiveAgent's own support staff has been incredibly helpful. I've started a number of chats with them, and I always got the information I was looking for in a prompt and helpful fashion.

Pros

Wide range of automation options. simple user interface excellent support staff

Cons

Not all automation functions are available in all cases, as well as some inconsistency with the naming conventions of some rules. Minor spelling and grammatical errors within some text (English Language)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering LiveAgent

With a bit of setup and a little effort, LiveAgent can be configured to suit nearly any need. I really like using it, and their support staff is very helpful. The developers really want to make LiveAgent great; they even accepted a suggestion I had for improving the rules for automation.

Source: Software Advice
Helpful?   Yes   No
Read more
Carlos Gonzales

Issue tracker has good features and HIPAA compliance. Can take a while to configure for a specific use.

17/10/2016

The issue tracker has good features, a clean look, and a flexible configuration. It is taking longer than expected to configure for use as an IT and Facilities Help Desk. Programs like Zendesk are much easier to use "off-the-shelf" for an IT help desk. However, LiveAgent is also more reasonably priced if you want a HIPAA BAA signed than its competitors.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Software Advice
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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