17 years helping New Zealand businesses
choose better software
LiveAgent
What Is LiveAgent?
LiveAgent is a fully-featured Customer Support software with over 200+ integrations.
Streamline all customer interactions and manage them from a single platform. Enjoy social media integrations, unlimited ticket history, call recordings, self-service options, and more advanced features.
Companies like BMW, Yamaha, Huawei, Orange, and Forbesfone use LiveAgent to deliver superior customer service to 150M users worldwide.
Start with a 1 month free trial, no credit card needed.
Who Uses LiveAgent?
Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.
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Reviews of LiveAgent
I think LiveAgent is fantastic software
Comments: Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.
Pros:
Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.
Cons:
If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.
QualityUnit Response
last year
Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :) You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention! Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service. Thank you for being an awesome part of our journey! - LiveAgent Team
Our support communications are centralized with LiveAgent
Comments: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.
Pros:
It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.
Cons:
The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.
QualityUnit Response
last year
Hi Christian, 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 with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team
moving to Liveagent...
Comments: While we're still only in a trial, liveagent seems promising.
Pros:
Seems to do everything including voice call integration.
Cons:
We havent seen anything we dont like yet.
QualityUnit Response
4 weeks ago
Hi Craig, Thank you very much for your review. We are glad to hear you have been satisfied with our software during the trial period and hope you will be equally happy in the live environment. Our team is here for you 24/7 in case of any questions or issues! -LiveAgent team
Alternatives Considered:
Mediocre lifecycle management
Comments: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Pros:
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Cons:
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
QualityUnit Response
3 years ago
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
Alternatives Considered:
Great product for many reasons.
Comments: A powerful customer support platform with a plethora of features that cater to the diverse needs of businesses. Its multichannel support, efficient ticket management, customization options, and robust reporting make it a compelling choice for companies seeking a comprehensive support solution.
Pros:
Allows businesses to manage customer inquiries from various channels such as email, live chat, phone, and social media in one unified platform. This makes it convenient for us!
Cons:
For small businesses like mine with limited budgets, the higher cost of LiveAgent's subscription plans may be a drawback.
QualityUnit Response
3 months ago
Hi Joey, thanks for your review. It's great to hear that you find LiveAgent's multichannel support convenient. We understand concerns about costs for small businesses. We aim to provide value and are happy to discuss your needs to find the best plan for you. Feel free to reach out anytime. - The LiveAgent Team
