LiveChat vs LiveAgent Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
(Computer Software company, 1-10 employees)

LiveAgent of all Support Trades

2018-11-28

We're using it for support ticketing and LiveChat.

Pros

It has a ton of features for multiple support options. It's really a one stop shop for modern multi-channel support.

Cons

It's not as easy to use as some other solutions, but it does the job.

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
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
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Hoang Lo

Best and perfect for customer service support

2019-01-09

All of my departments, ticket support, phone support and livechat support and then track all of them.

Pros

Neat and clean User-friendly interface. Great automation features. I really like those chat support feature, ticket and phone call. Cool notifications. You can answer all the query quickly and track all of them. Also able to customize the tool for your branding. Available also mobile application which is great! Worth the price.

Cons

Expecting more improvements on mobile app. For the first timer it's little confusing but if you are familiar with the customer support tools you'll get this easily. That's all for now.

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
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Gilbert Paquin

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

2016-12-14

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

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
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Luis Hoquee

BEST CUSTOMER SUPPORT EVER

2017-11-08

If you have no cons to state, why put mandatory 100 characters to fill up? But i guess is how the user configured it.

Pros

What makes LiveAgent stands over the other livechat platforms is the superb customer service and the customization level it has.

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
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Shawn Zajas

Best alternative from the industry standard - same features at a discount!

2018-11-21

There's a good deal to know to use LiveChat, but the way the onboarding is designed makes it simple to follow their implementation prompts to ensure you can get LiveChat working for you very quickly!

Pros

LiveChat allowed my team to seamlessly transition from ZenDesk to their software - and the setup was quick and easy.

Cons

So far everything has been very intuitive and feature rich. My expectations have only been exceeded!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Brooke Klintworth

Great. Easy setup, great functionality. You can do so much with the desk.

2018-03-01

No more jumping from email, to calls (skype), to LiveChat. Everything is all in one place.

Pros

I would have to say the best experience is with Customer Service. They are so helpful. I love so many of the features. Postponing, notes, transfers, and that everything can be in one place.

Cons

There are a couple features I would like to see... but there are some work arounds for now. I am also glad internal calling will the a feature soon. Our CS team is so excited.

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
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Alessandro Esposito

Simple and easy to use

2016-08-10

I have to say that your software for livechat, tickets, ecc. it's easy to use and it has a fast web interface.

Pros

It has a reasonable cost and it can also be used on smartphones

Cons

The graphical interface could be more intuitive, although it is still great

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering LiveAgent

The opportunity to have some default banner more to choose from

Source: Capterra
Helpful?   Yes   No

Response from QualityUnit


Thanks for your feedback and suggestion. We'll be working on a new interface design in the next months...

LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Dragos Pop

Great tool for communicating with customers

2018-12-22

Pros

Thanks to LiveChat, our customers are able to easily and instantly contact us when we are in place or otherwise send a message.

Cons

The user interface needs a little refinement, and it took some time to set up LiveChat.

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
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Jeroni Vinyet

Verified Reviewer

Great...but

2018-06-05

Pros

Is a software that do all what it has to do. And that's a good in order to apply to systems to help and be a tutorials to users.

Cons

I'm miss a basic feature... the integration with a Bot chat or the own livechat has a bot.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Leslie Hansen

Awesome way to capture another audience!

2016-08-09

We use livechat to capture our prospective audience and to get them live updated information on what we have available or to schedule appointments.

Pros

The ease of getting notified of a live chat coming in and responding to it easily

Cons

If you forget to turn it off after business hours, it still shows that someone is on live chat versus going to after hours and no one is available for live chat.

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

Recommendations to others considering LiveAgent

The price is minimal to be able to have another connection with prospectives and to be able to relate with them versus having them pick up a phone or email us.

Source: Capterra
Helpful?   Yes   No

Response from QualityUnit


Thank you Leslie for leaving your LiveAgent feedback.

LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Dmitriy Ryzh

Great software and support

2016-02-04

LiveAgent covers pretty much all our needs to interact with customers not only via livechat but also email tickets and Facebook pages.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Igor Borovikov

LiveAgent is our choice for quick customer support

2018-11-27

Pros

We use the LiveAgent online service for quick communication with customers. Communication with customers occurs in the format of a live chat. There are push notifications for new applications. A smart spam filter has been installed, thanks to which we do not receive unwanted messages.

Cons

Among the shortcomings of the tool for live communication with LiveChat clients, I want to note the lack of a function for conducting small polls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Anna Gordienko

Convenient communication with customers

2019-01-13

Pros

Using LiveChat turned out to be an excellent solution for communicating with customers of our company, in which there is all the necessary set of functions for this task.

Cons

The only thing I didn’t like at the moment is that the software consumes quite a lot of my iMac resources, which is why I only turn it on periodically.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Lilith K.

Live Agent

2018-11-04

LiveAgent is perfect way to stay in touch with your customers, We are using this program futures fully. it's perfect way to connect with customers in real time mode by using livechat function.

Pros

It's a convenient program for chatting with clients and writing them emails, it has quite a lot of functions that can be easily learned. I like the functionality and flexibility of Live Agent.

Cons

Honestly I don'y like design of the program, the dark and light themes are little bit "outmoded", and the new "beta"panel theme is too bright and uncomfortable (especially when you are using tagging system). Also, the price, in my opinion it is expensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Jack Anderson

Verified Reviewer

Great Apps that suppass alot of other Helpdesk system

2016-03-13

Our company has tested a fair bit of system, we have used Kayako in year 2013.. and that last for around 2 years, we did a switch to Deskpro in mid year 2015, as it support much of our needs. However after using nearly 5 months, I am looking for a better and more easy to use solutions until I stumble on Live Agent. First of all it can import all our emails for past 14 years, yes our company started since 2002 and there are a lot of emails in our system, we want to make sure it can be imported into a central system to manage all inquiry..and sort of like a mini CRM.

Pros

1) Ability to use mobile version apps, 2) Clean design UX that load fast even on mobile phone browser 3) Ability to load tickets easily in ticket view. 4) Tickets are gropuped together by email address, which is useful to view related tickets

Cons

1) I am not using the Livechat feature yet as I need a more feature wise livechat system that can track info 2) Ability to back up or export data?

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Free Trial

Source: GetApp
2 of 2 people found this review helpful
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more