LiveAgent is a customer support software that enhances efficiency in responding to tickets swiftly. It consolidates communication across all channels into a single inbox, making it a favorite tool for customer service teams. The software streamlines customer interactions, ensuring quick and effective responses, thereby improving overall customer satisfaction.

  • 01Pros and cons from reviewers
  • 02Main features
  • 03What is LiveAgent?
  • 04How LiveAgent compare to similar software?
  • 05Who is LiveAgent best for according to our reviewers?
  • 06LiveAgent Reviews

What is LiveAgent?

LiveAgent is an all-in-one customer support solution that enables businesses to respond to customer needs across all channels. It integrates a self-service knowledge base, live chat, call center software, an advanced ticketing system, and a system for responding to social media followers. The platform offers over 150 functions, allowing businesses to save time, respond to customer requests across all marketing channels, and enhance their brand image. LiveAgent supports integrations with third-party software such as WordPress, Shopify, Prestashop, Zapier and MailChimp. It is trusted by leading companies like Forbes, Airbus, Slido, Nascar, eSky and the University of Southern California. With a promotional offer from Secret, businesses can start using LiveAgent at a discounted rate.

Pros from reviewers

  • Improved sales lead conversion: LiveAgent has been instrumental in converting initial chat inquiries into qualified sales leads, particularly for niche products. This is due to its ability to qualify inquiries at the initial stage

  • Efficient email management: LiveAgent treats every email as a ticket, creating a new ticket if a client doesn't reply within three days. This eliminates the need for constant monitoring of regular email accounts and allows all email accounts to be managed in one place

  • Enhanced site loading speed: Unlike other chat solutions, LiveAgent does not affect site loading speed, which is crucial for SEO strategy. This leads to a better chat solution and a faster loading website

  • Exceptional customer support: LiveAgent offers exceptional customer support, with a team that is always available to help. It also supports many languages, making it adaptable to individual needs and easy for clients to reach businesses.

  • Comprehensive functionality and customization: LiveAgent offers more functionality and customization options than other solutions, enabling businesses to brand and personalize it to their needs. It also provides a one-stop solution for all needs, including live chat, a knowledge base, and a social inbox

Cons from reviewers

  • Occasional crashes and loading problems: Some users have reported occasional crashes and loading problems with LiveAgent, which can disrupt workflow and productivity.

  • No unread messages indicator: Users have reported that they don't see any unread messages when they check their inbox in LiveAgent, which could potentially lead to missed communications

  • Slow customer support response: Some users have reported slow response times from LiveAgent's customer support, with issues taking weeks to resolve due to communication being limited to email

  • Limited AI and chatbot capabilities: LiveAgent falls short for larger companies due to its lack of AI and chatbot capabilities, which could potentially limit its scalability and automation features

  • Lack of default built-in options: While LiveAgent offers extensive control over programmable automated systems, it could benefit from more default built-in options to make setup easier for users who don't want to do everything manually

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Main features

Starting Price

$15

/ user / month

Free Plan

No

Gamification

Social media integration

Advanced reporting

Chat with your customers live

Access a call center

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When comparing help desk software, Zendesk and LiveAgent are both popular choices that have been around for years, offering robust features for managing customer support interactions. Despite sharing many central functionalities, there are some notable differences between the two tools.


The main difference lies in their automation capabilities. Zendesk excels with its advanced automation features, allowing users to create sophisticated workflows using triggers, automations, and macros. This includes automated ticket routing, response suggestions, and task management, which can significantly streamline support operations. LiveAgent, while offering automation features, focuses more on providing customizable ticketing workflows and SLA rules. It supports basic automation, such as auto-responders and canned responses, but its automation capabilities are not as extensive as Zendesk's.


Another significant difference is in their multi-channel support. Zendesk is renowned for its...

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Zendesk

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When comparing LiveAgent and Freshcaller, several key differences can influence your choice of customer support and call management platform. One of the primary distinctions lies in their focus and functionality, tailored to meet different business needs.


LiveAgent is designed as a comprehensive customer support solution, offering a wide range of tools including a robust ticketing system, live chat, email support, and call center capabilities. It’s particularly suited for businesses that need to manage customer interactions across multiple channels from a single, unified platform. LiveAgent excels in providing a structured environment where all customer inquiries—whether via phone, chat, or email—can be efficiently tracked, managed, and resolved. Its integration with various CRM systems, automation features, and detailed reporting capabilities make it an ideal choice for businesses looking to streamline their entire customer service operations.


On the other hand, Freshcaller is a ...

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LiveAgent

Customer support software

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Freshcaller

Cloud telephony and call center software

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While Freshdesk and LiveAgent are both prominent customer support software solutions, their key differences lie in the specific features and functionalities they offer, catering to distinct operational needs and service environments.


Freshdesk is renowned for its extensive automation capabilities and user-friendly design, making it a suitable option for businesses seeking a straightforward and efficient way to manage customer interactions across various channels. It provides a unified platform where teams can handle emails, social media inquiries, and chats seamlessly. Additionally, Freshdesk offers a robust ticketing system with advanced features such as event-triggered automations, scenario automations, and customer satisfaction surveys, which simplify complex workflows and enhance customer experience management.


LiveAgent, on the other hand, excels in providing real-time customer support capabilities, with a strong focus on live chat and call center functionality. It is...

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LiveAgent

Customer support software

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Freshdesk

Customer service software to optimize your client communication

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Who is LiveAgent best for according to our reviewers?

  • Small Businesses: LiveAgent is ideal for small businesses, offering a straightforward system to establish new routines and instruct on their use. It provides a one-stop solution for all needs, including live chat, a knowledge base, and a social inbox, among many other customization options

  • SEO Strategists: LiveAgent is a top-ranked chat widget for website loading speed, which is crucial for SEO strategy. It doesn't affect site loading speed, unlike other chat solutions, leading to a better chat solution and a faster loading website

  • Customer Support Teams: LiveAgent is recommended for any company with a support team as it keeps all necessary client support tools in one place. It allows tracking of client requests until completion and offers valuable statistics for analyzing work and service level

  • Multilingual Businesses: LiveAgent supports many languages, allowing businesses to communicate with clients in their native language. Everything, including emails and templates, can be customized to display in the preferred language.

  • Marketing Professionals: LiveAgent is beneficial for marketing professionals as it treats every email as a ticket, creating a new ticket if a client doesn't reply within three days. This eliminates the need for constant monitoring of regular email accounts and allows management of all email accounts in one place

  • $120 credits on any plan on LiveAgent

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    LiveAgent Reviews

    4.6

    LiveAgent rating

    4.5

    Ease of use

    4.8

    Customer service

    4.6

    Value for money

    4.8

    Likelihood to recommend

    4.8

    Features

    28 LiveAgent Reviews

    4.6 (28 reviews)
    Leave a review
    • Samuel F

      Live Agent has been outstanding.

      I've found Live Agent to be incredible! Since my company began using it, we've saved a lot of time and avoided unnecessary hassle. A fantastic feature is the ability to leave notes on emails that only operators can see, which aids in tracking updates on emails that require more time to resolve. We've also created numerous tags using keywords, which has been beneficial for reporting and setting up suitable autoresponders, saving us from answering the same question repeatedly. Lastly, I appreciate the ability to assign emails to specific individuals. If an email pertains to a matter that only one staff member can handle, I can assign that email to them - it's fantastic!

      October 12, 2024

    • Russell A

      Ibrahim Rabiu's Experience with LiveAgent

      I am highly pleased with the customer service offered by LiveAgent and would like to use it regularly. However, I believe the cost-effectiveness could be better. I value the vendor's response.

      October 8, 2024

    • Diana Williams

      Efficient Task Management with LiveAgent: A Project Manager's Perspective

      As a project manager, I've found the task management feature of LiveAgent extremely useful. It helps us keep track of all tasks and ensures nothing falls through the cracks

      September 28, 2024

    • Nathan D

      Exceptional Customization: LiveAgent Tailored to Perfection

      The customization options in LiveAgent are excellent. We've been able to tailor the software to fit our brand perfectly

      September 22, 2024

    • Diana W

      LiveAgent Resolves My Support Issues, Empowering Daily Customer Assistance

      LiveAgent is intuitive, simple to set up, and perfectly meets my needs. I especially appreciate the feature that allows me to create response templates, saving me a lot of time. Before, I would occasionally miss communications, but LiveAgent has made my support system foolproof. I haven't had any issues with it in the over two years I've been using it.

      September 16, 2024

    • Jeremy D

      Exceptional Customer Support: LiveAgent Delivers Top-Notch Assistance

      Lastly, the customer support provided by LiveAgent is top-notch. They're responsive and always ready to assist, making the overall experience very pleasant.

      September 10, 2024

    • Nash G

      LiveAgent: Worth the Initial Setup Effort

      After setting it up, I discovered that LiveAgent provides a comprehensive one-stop solution for serving and supporting clients through their preferred communication method, all at a reasonable price. I consider LiveAgent to be a well-thought-out solution for addressing and resolving client/customer needs. Although there is a learning curve and quite a bit to set up before you can fully get started, everything is well documented with walkthrough videos. I received a response from the vendor in December 2023, thanking me for my positive review and offering assistance with the learning curve or setup process if needed. They reassured me that their team is always available to help.

      September 3, 2024

    • Scott D

      Outstanding Value for Superior Customer Service

      The transition to LiveAgent was well worth the time and effort. Its structure and features have significantly reduced our message backlog. What impresses me most about LiveAgent is the speed of their technical support. I appreciate its adaptability to individual needs and the ease with which our clients can reach us. I can use LiveAgent in my native Spanish, and it supports many other languages. Everything, including emails and templates, can be customized to display in my native language or my customers' language. The dashboard is easy to navigate and I can quickly find anything I need. If I had to find a flaw, I would say I wish the interface had more color, but I understand the need for a simple layout. LiveAgent delivers as promised, focusing on its features. I switched to LiveAgent because I needed reliable online support software that my clients could use easily to contact my business. I explored other options, some of which were free, but ultimately chose LiveAgent. I plan to continue using it.

      August 26, 2024

    • Martha Martinez

      LiveAgent's Knowledge Base: Revolutionizing Customer Support with Comprehensive FAQs

      The knowledge base feature of LiveAgent has been a game-changer for us. It allows us to create comprehensive FAQs, reducing the number of repetitive queries

      August 20, 2024

    • Russell Williams

      Promising Start with LiveAgent, Yet Struggling with Onboarding and Short Trial Duration

      My overall experience with LiveAgent has been satisfactory. I wished there was an option to extend the trial period to fully explore all the features before deciding to purchase or cancel. I appreciated the ease of use, the integrations, and the built-in calling, SMS, and email features. The onboarding process was lengthy, mainly because we connected our email server, which had five years' worth of emails in the IMAP. This slowed down the processing and we had to focus on other tasks during the waiting period. Unfortunately, the trial period ended before we could finish. We chose LiveAgent because the entire package suited our needs better than other solutions, and we were intrigued by the promising AI whisper function. We switched to LiveAgent because it offered more integrations and a more modern system.

      August 10, 2024

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