Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise. Our target customer is everyone who understands how important customer service is.

What Is LiveAgent?

LiveAgent is a fully-featured help desk software. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts.

LiveAgent is a feature rich multi-channel help desk software with 170+ help desk features including live chat, phone support, social media integrations, support portal and API.

LiveAgent Details

QualityUnit

http://www.ladesk.com/

Founded 2004

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LiveAgent pricing overview

See pricing plans

LiveAgent has a free version and offers a free trial. LiveAgent paid version starts at US$15.00/month.


Starting Price

US$15.00/month See pricing details

Pricing Details

No contracts. Fair usage month-to-month billing policy.

Free Version

Yes

Free Trial

LiveAgent deployment and support

Support

  • 24/7 (Live Rep)
  • Online

Deployment

  • Cloud, SaaS, Web
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

LiveAgent Features

  • Blended Call Centre
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Centre Software

  • Archiving
  • Call Tagging
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • On-Demand Recording
  • Record & Playback ability
  • Scheduled Recording

View full list of Call Recording Software

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

View full list of Complaint Management Software

  • Agent Interface
  • Auto Dialer
  • Automated Routing
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Interactive Voice Response (IVR)
  • Quality Management
  • Queue Management
  • Reporting/Analytics
  • Workforce Management

View full list of Contact Center Software

  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communication
  • On-Demand Communications
  • Personalisation
  • Print Management
  • Template Management
  • Video Content

View full list of Customer Communications Management Software

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

View full list of Customer Engagement Software

  • Analytics
  • Customer Segmentation
  • Dashboard
  • Knowledge Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis

View full list of Customer Experience Software

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

View full list of Customer Satisfaction Software

  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking/Analytics
  • Win / Loss Analysis

View full list of Customer Success Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Call Centre
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customisation
  • Voice Mail

View full list of IVR Software

  • Cataloguing/Categorisation
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal

View full list of Knowledge Management Software

  • Canned Responses
  • Customisable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

  • Collaboration
  • Electronic Signature
  • Employee Activity Monitoring
  • Live Chat
  • Meeting Management
  • Remote Access
  • Remote Support
  • Softphone
  • Task Management
  • Time Zone Tracking
  • Video Chat
  • Web Conferencing

View full list of Remote Work Software

  • CMDB
  • Change Management
  • IT Asset Management
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal

View full list of Service Desk Software

  • Call Logging
  • Call Recording
  • Call Routing
  • Caller Identification
  • Caller Profiles
  • Live Chat
  • Video Conferencing

View full list of Softphone Software

  • Auto Dialer
  • Call Centre Management
  • Call Monitoring
  • Contact Management
  • IVR / Voice Recognition
  • Predictive Dialer
  • Reporting/Analytics
  • Telemarketing Management
  • VoIP

View full list of Telephony Software

LiveAgent Alternatives - Capterra New Zealand 2021

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LiveAgent Reviews

Read all reviews

Overall rating

4.7/5

Average score

Ease of Use 4.6
Customer Service 4.7
Features 4.6
Value for Money 4.7

Review software

Share your experiences with other software buyers.

Write a Review!
Barney B.
Head of Marketing
Building Materials, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 17/03/2020

"Great Features & Great Speed"

Comments: LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pros: We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons: There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Vendor Response

by QualityUnit on 25/03/2020

Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)

  • Reviewer Source 
  • Reviewed on 17/03/2020
Tyler Y.
Owner
Information Technology & Services, Self Employed
Used the Software for: 1+ year
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 10/04/2020

"The perfect fit for my needs."

Comments: All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.

Pros: I've tried many support software packages. Yes, there is one that I found that I like aspects of even more than LiveAgent but at the end of the day, LA brings more to the table. The fact that I can hook up multiple brands and manage them all from one login puts it over the top in my books.

Cons: Honestly, while the software has improved in the aesthetics department over time, it looks a bit dated. I do, however, like it's tabbed interface and customizability.

Vendor Response

by QualityUnit on 13/04/2020

Hello Tyler, thank you for your honest feedback! I am glad to hear that from all the software packages you had tried out, you chose to go with our LiveAgent and we also do hope that it will always stay the one at the top in your books! :) Should you be interested in any of the features you are currently not using, feel free to reach out to our support and we will be happy to provide you with more info or help you implement it! :)

  • Reviewer Source 
  • Reviewed on 10/04/2020
Ondřej B.
CEO
Retail, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 5/12/2020

"Perfect Zendesk alternative"

Pros: All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!

Cons: Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated.

  • Reviewer Source 
  • Reviewed on 5/12/2020
Ben H.
Sales Manager
Retail, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 18/02/2020

"Significant Value for the price"

Pros: Price, Excellent customer support, large amount of features and functionality

Cons: While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Vendor Response

by QualityUnit on 4/03/2020

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

  • Reviewer Source 
  • Reviewed on 18/02/2020
Raz B.
HR
Human Resources, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 3/12/2020

"Great ticketing system"

Comments: Been using it in the past for a travel agency now for a HR recruiting company, for $15/month you won't get anything better than that!

Pros: Functionality, tags, time rules, syncing with facebook leads, able to add VOIP phone. Can set up folders like an email account too, keeping notes. Customer support is brilliant.

Cons: The only thing that I would add is a drive folder for files
On top of that it takes some time to set it up, not that simple but if you have thhe patient to learn it you will see how great it is.

Vendor Response

by QualityUnit on 7/12/2020

Hello Raz, thanks a lot for your kind review! I am happy to see that all the features you mentioned are helping you in your day to day work :) Feel free to shoot us with any suggestions on future improvements at [email protected], you can also start a chat with us 24/7 on our website :)

  • Reviewer Source 
  • Reviewed on 3/12/2020