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ManageEngine ServiceDesk Plus vs LiveAgent Comparison

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Good recommendations?

Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

Category Leaders

LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.7

1.5K

5

4

3

2

1

1.1K

396

41

6

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Pros

It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

Cons

Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features79
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Barcoding/RFID
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Projections
  • Purchase Order Management
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recording
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Inboxes
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Video Support
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features179
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Barcoding/RFID
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Integration
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check-in/Check-out
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Depreciation Management
  • Discussions/Forums
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progress Tracking
  • Project Management
  • Projections
  • Purchase Order Management
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recording
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Inboxes
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Video Chat
  • Video Conferencing
  • Video Support
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations141
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AvatarImg
AvatarImg

Laurent G.

Retail, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Logiciel de Service client

Reviewed 8 months ago
Pros

Un très bon produit de messagerie et du service client très professionnel et simple à utiliser pour gérer les tâches des entreprises .

Cons

Grâce à ses meilleurs fonctionnalités, j'utilise plus pour générer plus de vente . J'adore et je le recommande

Showing original review in French. See translation

AvatarImg
AvatarImg

Douglas a.

Computer & Network Security, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Support client

Reviewed 9 months ago
Pros

C'est un super logiciel qui propose fonctionnalités plus avancées ce donne plus d'efficacité à l'application elle améliore la performance et la rapidité du service clientLe système des messageries est très bien intégré dans l'application

Cons

Les différentes gestions contact peuvent être amélioré de plus et aussi il faudrait revoir les interfaces

Showing original review in French. See translation

Vendor response

Hey Douglas :) Thanks for sharing your experience with LiveAgent! We're glad to hear that you find our software great and appreciate its advanced features. Improving the performance and speed of customer service is our top priority! We understand your concerns about contact management and interface, and we're constantly working on refining these areas based on customer feedback. Your input helps us adapt and make the necessary improvements to provide an even better user experience. Thanks again for taking the time to review LiveAgent. - LiveAgent Team

RS
AvatarImg

Ruben S.

Automotive, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

When you need help they are there

Reviewed 4 years ago

good

Pros

make calls emails the chat is great plus resolving tickets

Cons

when you put a number and it does disappear

Vendor response

Hi Ruben, Thank you very much for your honest feedback. We are pleased to hear that LiveAgent has been able to make your everyday workload a little more manageable. Feel free to reach out to us at support@liveagent.com so we can investigate the issue with the disappearing number. Until then, take care and stay safe!

AvatarImg
AvatarImg

Lina V.

Medical Devices, 51-200 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Free trial overview

Reviewed 2 years ago

too early to tell but I can say that Help chat was extremely fast to respond, attentive and helpful

Pros

LiveAgent has everything we need. Plus I am hoping to se the Whatsapp integration.

Cons

The user interface seems to be too "busy" , too much information to quickly handle the requests.

Vendor response

Hi Lina, thank you so much for your 5-star review of LiveAgent! We're glad to hear that you're finding everything you need in our software, and we're excited to let you know that we already have WhatsApp integration available. You can find more information about it here: https://www.liveagent.com/integrations/whatsapp/ - LiveAgent Team

JE
AvatarImg

Jamesse E.

Real Estate, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Logiciel de gestion de communication

Reviewed 8 months ago
Pros

À l'aide de ce logiciel, nous arrivons à écrire les messages et à faire des appels. Ça facilite de satisfaire les clients en cas d'urgence. Lors d'un problème, ça facilite la communication entre l'entreprise et le client.

Cons

C'est un logiciel qui a plus de faisabilité. J'apprécie beaucoup ce logiciel. Je conseille vivement aux gens d'utiliser afin d'avoir bénéficier des bienfaits.

Showing original review in French. See translation

Vendor response

Hello Jamesse, Appreciate you taking a moment to share your thoughts on LiveAgent. It's great to know that our messaging and call features have streamlined your emergency communication. Effective customer interaction is key, especially in high-stress situations. Thanks again for your input:) - LiveAgent Team

AvatarImg
AvatarImg

Anicet L.

Broadcast Media, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

LiveAgent logo

LiveAgent

Un bon logiciel d'assistance

Reviewed 7 months ago
Pros

LiveAgent est une plateforme qui nous aide beaucoup en entreprise actuellement. Grâce à ce logiciel, nous avons pu gérer plusieurs cas d'assistance en ligne. Doté de fonctionnalités complètes, il s'intègre facilement et rapidement à d'autres outils. Son interface très intuitive me permet de résoudre des préoccupations de nos clients.

Cons

Il reste à inclure certaines fonctionnalités, revoir les tarifs à la baisse pour permettre aux petites et nouvelles entreprises de faire un pas de plus à l'avant.

Showing original review in French. See translation

Vendor response

Thank you, Anicet, for taking the time to review LiveAgent. We're thrilled to hear that our platform has been beneficial for managing your online support cases and that you find it intuitive to use. We would like to also inform you that we've introduced yearly payment options, which are significantly more cost-effective. This change is aimed at accommodating the financial needs of small and new businesses like yours. - LiveAgent Team

LW
AvatarImg

Luke W.

Information Technology and Services, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Easy-to-use and all-in-one help desk and live-chat support platform. Elevate customer experience.

Reviewed 10 months ago

I like how perfect this help desk tool is and easy to use plus it has perfect security which meets our standards. Great user experience.

Pros

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Cons

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.

Vendor response

Hi Luke, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied both with the system's features and the support provided by our team. Keep up the amazing work! -LiveAgent team

DG
AvatarImg

Deirdre G.

Management Consulting, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Great Live Chat with and Affordable Price!!

Reviewed 6 years ago
Pros

Perfect for servicing the customers via e-mail, web (live chat) and phone and the social media integration is an added plus.

Cons

It would be nice to like a tweet when it pops up instead trying to look for it in tweetworld. That's simply impossible.

JJ
AvatarImg

Jameson J.

Health, Wellness and Fitness, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Amazing Company and Software

Reviewed 3 years ago

LiveAgent has been amazing to work with. Everything we need and their customer service is great.

Pros

The ease of use is hands down the best part about the software. It also provided everything we needed it to provide plus the price is great.

Cons

We have not ran into any issues up to this point.

Vendor response

Hello Jameson, many thanks for your kind feedback! We are excited to see that you are happy with LiveAgent and our customer support as it is one of the things that we care about the most. - LiveAgent team

AvatarImg
AvatarImg

Sumeet M.

Media Production, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

LiveAgent logo

LiveAgent

One of best Customer Support tool for team of all sizes and scale.

Reviewed 5 years ago

Till so far, our overall experience in using LiveAgent is so pleasing is it isn't that much rigid as the Zendesk and the department feature is really amazing.

Pros

Its quite simple to install and deploy. The support is also always there to help us. We have so many channels to connect with one central monetraing system.

Cons

Nothing as such but the UI and UX seems to be quite outdated and obsolete. Plus there should be more further availability for the chat box customization. I wish if you'd provide the whatsapp, twitter and fb icons to continue the chat.

AvatarImg
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¿¿ Shan C.

Marketing and Advertising, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

We able to chat with Omini presense

Reviewed 2 years ago

From day one their chat system is working. we able to connect with our prospects regularly, but one thing is that their mobile app have bugs. it is important this day and age, most chats now have the best mobile apps.i hope once the admin sees this will update their app, this chat tool has big potential, so i will keep using it inside our systems.

Pros

Being able to connect with all other social channels is a plus. Customer support is great. easy to use have many design options great backend system security is top have maps to seee

Cons

Mobile app not good mobile app has issues not much improvements because it is completed. That is why but need improve as tech grows. need new tempate designs

Vendor response

Hello! :) Thank you for your feedback! We are glad to see that you are making full use of our omnichannel functionality. Our team is working hard on further improvements to our app that should roll out soon. Stay tuned for updates! - LiveAgent Team

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Osiano Z.

Import and Export, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Le meilleur des logiciels de support client

Reviewed 8 months ago
Pros

C'est un logiciel de chat en direct très facile à utiliser et couvrant les canaux comme e-mails, chat en direct, centre d'appels. Il saisit mes e-mails et les transforme en tickets pour une utilisation plus facile.

Cons

Du fond des fonctionnalités que j'ai utilisé pour LiveAgent, je n'ai aucun inconvénients

Showing original review in French. See translation

Vendor response

Hello Osiano! Thank you very much for your awesome review :) We're glad that you find LiveAgent easy to use. - LiveAgent Team

AvatarImg
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Dan H.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

LiveAgent is the only product we found that had all the features we were looking for.

Reviewed 7 years ago

Instead of tracking request in email for multiple accounts LiveAgent allows us to see who is working on what all in one place. Plus we have the ability to report on the volume of request and we have insight to our peaks and valleys over any period of time.

Pros

We compared and tried a lot of products that had the capabilities to do tickets and chat with in the same system. Other systems either mainly focused on ticketing or chat but not both the way LiveAgent does. Very easy to use. Stable.

Cons

We use LiveAgent for internal and external customers and it would be nice if we could completely disable the customer portal for external customers. For chat have a way to remove the save transcript option.

AR
AvatarImg

Verified reviewer

Internet, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

Impressive features

Reviewed 2 years ago
Pros

Almost all data from the previous helpesk software were migrated. I like the feature to be able to see what the user is typing before submitting his/her request. The mobile app works perfectly fine, the language customization is a big plus.

Cons

I wasn't able to import my old ticket numbers and I am unable to record the IP for every reply on an ongoing request.

Vendor response

Hello! Thank you very much for sharing your feedback on LiveAgent. If you need any help importing old ticket numbers, please contact our 24/7 support. We'll be happy to help. - LiveAgent Team

MS
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Mohamed S.

Marketing and Advertising, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

LiveAgent, une solution de support client complète pour les entreprises

Reviewed a year ago

Mon expérience globale avec LiveAgent a été très positive. J'ai trouvé que la plateforme était très complète et offrait des fonctionnalités utiles pour le support client. J'ai également apprécié la facilité avec laquelle il s'intègre à d'autres outils existants. Bien que les tarifs soient un peu élevés pour certains utilisateurs, je pense que cela vaut la peine pour les entreprises qui cherchent à offrir un excellent service client. En général, je recommande LiveAgent à toute entreprise cherchant une solution de support client complète.

Pros

- Fonctionnalités complètes : LiveAgent propose une large gamme de fonctionnalités pour le support client, notamment la gestion des tickets, la messagerie en direct, les réseaux sociaux, les appels téléphoniques, les bases de connaissances, les enquêtes de satisfaction et plus encore.- Intégrations : LiveAgent s'intègre facilement à d'autres outils populaires, tels que WordPress, Shopify, Salesforce, HubSpot et plus encore, permettant aux entreprises d'ajouter facilement cette solution à leur pile d'outils existante.- Interface utilisateur intuitive : l'interface utilisateur de LiveAgent est bien conçue et facile à utiliser, permettant aux agents de support de se concentrer sur la résolution des problèmes des clients plutôt que de naviguer dans l'interface.

Cons

Tarification : Bien que LiveAgent propose une gamme de plans tarifaires pour différents besoins, certains utilisateurs peuvent trouver les tarifs un peu élevés, surtout pour les petites entreprises.

Showing original review in French. See translation

Vendor response

Hi Mohamed! Thanks for taking the time to leave a review of LiveAgent! We're glad to hear that you enjoy the features and many integrations. As for the pricing, we have recently launched our new pricing model that is very favorable towards small businesses. The small plan starts at just $9 / agent / month. - LiveAgent Team

MJ
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Marcturn J.

Accounting, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

Optimizing customer support with a robust reliable tool

Reviewed 10 months ago

The tool is in the right direction and makes the whole process of customer interaction seamless. I recommend

Pros

I Live agent's advanced features which make it absolutely easy and efficient to interact with website visitors, leading to improved customer satisfaction and increased conversion ratesI like that the customer support are always active to help incases of any issues which is a major plus

Cons

The tool does the job for us and I think its headed in the right direction no major issues to point out.

Vendor response

Hello Marcturn, Thank you for your review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :) - LiveAgent Team

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Raul F.

Retail, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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LiveAgent

Chat + Email + Social Networks Messages Management

Reviewed 5 years ago

I use in a daily base to offer live chat in the site, handle social media questions. I know that some people really appreciate to have live chat option, or an easy way to communicate. Ah, also their customer support is great. I am happy with Live Agent.

Pros

I have an small firm of e-commerce. Just 2 persons. We do some social media advertising or just organic publications. I am amazed how some persons believe an expect an answer from every comment that they make on one of our posts, even when it is some months old post. Placing there questions about shipping, stock, prices, etc. Before this software I just missed those messages. Now I can answer very promptly, and generate orders. Plus has a ticketing system with the emails, can send an email notification of new offline messages, etc. Plus a good chat function where I can see where the person is in the site.

Cons

What I like the less is the design of the form that loads in the page. Right now most site have a much simpler design, and specially more friendly. More like a whatsapp chat style. Here is different. The good point is that is very customizable in terms of colors, even gradient look that give a nice and futuristic style. I have also heard complains about the mobile app. The good news is that it is so complete in terms of functions and easy to use when set up, that for me was worth the investment.

Vendor response

Hello Raul, thank you very much for your review. We are happy for every nice word, Have a nice day :)

OA
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Olga A.

Retail, 201-500 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

Great solution for business of any level

Reviewed 6 years ago
Pros

We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks - all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).

Cons

Since the functionality is very wide, it takes time to deal with it. I would like more detailed instructions, with screenshots. It would be possible to save time on solving simple questions, and so you have to contact the support service.

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Jennifer H.

Consumer Services, self-employed

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

LiveAgent

Reviewed 4 years ago

Overall experience with LiveAgent has been good. I like that I have the option to be able to simply and easily get ahold of someone to solve problems and issues.

Pros

LiveAgent has been great considering these hard times we have been going through plus I've depended on the internet and websites a lot over these past few months for different products and ordering items. It makes it a lot easier than having to talk on the phone. You can figure and settle problems right over the internet which helps and makes life easier and you don't usually have any wait times.

Cons

The least thing about LiveAgent is that sometimes is can be so hard to explain an issue that is happening or going on through chatting, sometimes I rather just call and talk to someone so I know the problem is getting fixed and solved.

Vendor response

Hi Jennifer, Thank you so much for your kind feedback. It's amazing to hear that LiveAgent has been able to make such positive impact on your work-life, especially considering the difficult times we have been experiencing. We hope that despite not offering technical support via calls, you have been satisfied with the efficient support of our team via chats and emails - we are always available. Take care and stay safe!

TB
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Tim B.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

A great all-in-one solution

Reviewed 6 years ago
Pros

This program has been a great solution for our team as an all-in-one problem solver and customer support center. By allowing us to use canned messages this software was a real game changer and saved us countless hours and mistakes. I would recommend this product to anyone searching.

Cons

The set up of this product can be a little more technical than some people are used to and getting up and running with this software was a little more hands-on that we expected. There are a few things that we would like to see changed but they are minor compared to how well this product works. The biggest issue we have is that we wish we could use the translator in chat. That would be a huge plus.

AF
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Alexandra F.

Health, Wellness and Fitness, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

Excellent service providing everything we need in customer support

Reviewed 4 years ago
Pros

When I started working for my company, they were already using LiveAgent and it was super easy for me to learn how to use it. Big plus is their customer support, always willing to go the extra mile to meet our requests. It is really simple and effective and a perfect all-in-one solution. We use for emails, tickets, call center and social media, all in one platform and accessible from your phone. Great!

Cons

No major issues that I can think of. It is a bit robust, but it's because all the features, so not a big deal.

Vendor response

Hello Alexandra, we are excited about your feedback. We are glad that Liveagent is easy for you to use and we believe it serves good. Have a nice day :)

NA
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Nathan Andre C.

Consumer Services, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

The Best Web Based CRM

Reviewed 4 years ago
Pros

After testing a few Web Based CRM i found LiveAgent to be the overall and above the best. Manage Email,Chat and call Plus respond to social media post,messages. Patiently waiting on LiveAgent to add Whatsapp to the platform. I have been using it for a few years and i'm 200% Happy with LiveAgent. I'm so pleased with LiveAgent i'm busy saving up to purchase standalone version of LiveAgent and move away from monthly user subscription.

Cons

Add Whatsapp to the platform. Overall i'm Happy with LIveAgent

Vendor response

Many thanks for your excellent review, Nathan :) I am thrilled to hear that you are beyond happy using our platform! I can assure you that our developers are working hard on the WhatsApp integration! :) You know where to find us should you need anything! :)

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Sonali A.

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

Reliable customer support platform

Reviewed a year ago
Pros

I’m using this tool for issue tracking, chat and ticket management. Really experience is very good. It saves lots of time in resolving queries and issue. Also it supports 100 plus integration with other tools. It makes business scalable and improves productivity. Also we can solve customer issues on priority using this and helps in improving customer relationships and satisfaction. Pricing of this platform is very cost effective. It helps us to give great experience to the clients.

Cons

Live agent plays a vital role in giving great experience to the clients or customers. It works well for us very effectively and effectively. So I don’t have any negative issue.

Vendor response

Hey Sonali, thanks for your 5-star review! Your kind words about our integrations and improving productivity is awesome to hear! If you ever have any suggestions or need assistance, feel free to reach out! Our support team is here for you 24/7. - LiveAgent Team

AR
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Verified reviewer

Marketing and Advertising, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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LiveAgent

Great Live Chat ++ Software

Reviewed 6 years ago

Live Agent is a wonderful (and really cost effective) tool to fully provide great customer service to our customers. Before, things were in many different places and we didn't quite know who was responsible for what. Now, everthing is in one place and we can keep track of the status of requests. It's wonderful!

Pros

I really appreciate how robust the feature set is. You can have a live chat on your website, a ticketing system, email support, and even social media support all in one place. I love the ability to have multiple team members gain access to the system and assign different tasks that need to be done for support. The fact that we don't have to go look in multiple different places to do support is a major bonus. Plus, being able to organize each ticket with labels and context is a nice bonus.

Cons

I would love to see more native integrations. The only thing it's really missing on our end is a complex integration with teamwork projects (our project management system)..that way everything works together for serving our client.

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Emma B.

Hospital & Health Care, 10,001+ employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

Excellent Customer Service for the Price

Reviewed 10 months ago

It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one.

Pros

LiveAgent's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard.

Cons

If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? LiveAgent delivers just as advertised by devoting maximum real estate to its features.

Vendor response

Hey there, It's great to hear that our customizability has been effective for your operations. It's our mission to provide a platform that can be tailored to suit unique business needs. On your point about our simple interface layout, we believe in function over flash to ensure a seamless user experience. We're glad that the transition to using LiveAgent has been beneficial in managing your message backlog. Also, isn't it amazing how variety in language options can open doors to diverse customer bases? Thanks for your kind words about our prompt technical support. We strive to keep this up! - LiveAgent Team