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LiveAgent Product Guide

TrustRadius Insights
July 2, 2024
Customer Success, Product Guides

LiveAgent Product Guide

Thinking about purchasing LiveAgent? Our product guide was crafted from our vetted user reviews to give you insights into how the product performs for its current customers. Find out where LiveAgent excels and discover potential pitfalls before you buy.

Highlight the Right Reviews

Throughout the guide below, there are links directly to reviews. Select the reviewers most relevant to you, and those links will be highlighted in blue.






Customer Interaction

Customer Support and Service

Users generally praise LiveAgent for its exceptional customer support and service capabilities. Reviewers consistently highlight the platform’s ability to streamline communication between the customer service team and clients, facilitating efficient interactions via email, calls, and chat. The platform’s user-friendly interface and organized structure make it easy for support agents to handle customer inquiries promptly and effectively. Additionally, LiveAgent’s quick response times and reliable support staff contribute to overall customer satisfaction and service quality. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Has exceptional customer service if assistance is needed. A user-friendly platform even for those who are not tech-savvy.”Manager in Customer Service, Consumer Services, 11-50 employees

“Our team was stressed trying to keep up. It was chaos. LiveAgent changed everything. It brought all our communication into one organized system – no more hassling with different channels.”C-Level Executive in Marketing, Education Management, 11-50 employees

“The support is great, anytime we have a problem we can easily get help from the support staff.”Employee in Customer Service, Sporting Goods, 11-50 employees

Live Chat Solutions

User feedback regarding LiveAgent’s live chat solutions is predominantly positive, with many highlighting its user-friendly interface and the ability to handle multiple communication channels seamlessly. Customers appreciate the convenience of live chat for real-time assistance and the integration with other MarTech tools for enhanced communication. Some users have mentioned minor issues, such as the need for improved login persistence and integration with Facebook Messenger. However, overall, LiveAgent’s live chat feature is regarded as a valuable asset for businesses looking to provide efficient and effective customer support. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“The chat function is super easy to use as both customer and agent. I enjoy being able to track the customer journey and identify any areas that need improving.”Manager in Customer Service, Construction, 1001-5000 employees

“Really love the team at LiveAgent, great to talk to. I do wish you could stay logged in more easily with the live chat, or that is connected with a Facebook Messenger Page so I can communicate back through that and show online more.”Director in Information Technology, Design, 1-10 employees

“I love this system. It’s professional, easy to use and has all of the features we need within our company. I like that we can customise the chat feature and the knowledge base to feature our logo and business colours.”Team Lead in Customer Service, Building Materials, 5001-10,000 employees

Social Media Support

User feedback regarding LiveAgent’s social media support is generally positive, with many users highlighting the platform’s ability to efficiently manage interactions across various social channels. The consensus among reviewers is that LiveAgent’s integration with social media platforms streamlines communication processes, allowing for prompt responses to customer inquiries and feedback. Users appreciate the convenience of having social media interactions centralized within LiveAgent, enabling them to provide timely and effective support to customers reaching out through these channels. Additionally, the platform’s features for monitoring social media activity and engaging with customers contribute to enhancing overall customer satisfaction levels. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“LiveAgent is well suited when you have a customer care department or your company is all and about customer care. You can call via VoIP, you can (live) chat, you can e-mail and listen to Voicemail messages. Integration with Social Media is available and you can add as many users and e-mail addresses as you want.”Executive in Customer Service, Consumer Services, 1-10 employees

“We orginally chose LiveAgent to help us consolidate all of our Social Networks. After using it for a while and with the help of the amazing support, we implemented it across our entire organization. With so many opportunities to interact with customers it is difficult to respond quickly to their concerns, LiveAgent solves this issue by bringing all customer communications to one platform.”Manager in Marketing, Wholesale, 1-10 employees

“CONS: Social Media; Chats and Calls; Documents”Former Employee in Other, Leisure, Travel & Tourism, 11-50 employees

Support Infrastructure

Ticket Management Systems

Users consistently praise LiveAgent’s ticket management capabilities for their efficiency in handling high ticket volumes and providing omnichannel communication. The system’s ability to streamline support processes with features like skills-based routing and macro responses has garnered positive feedback from users. Additionally, LiveAgent’s detailed reporting and performance monitoring tools have been highlighted as valuable for enhancing operational oversight and decision-making. The platform’s ticket management system is commended for its ease of organization and customization, making it a preferred choice for businesses looking to optimize their support operations. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“The ability to have our emails, live chat, ticket system, and social all in one place makes life so much easier for our business as we grow. The ticket system is my favorite feature as it is so easy to organize.”Employee in Information Technology, Design, 11-50 employees

“All calls come in to a generic number causing them to be logged in the same ticket. At times it is hard to sort out the different calls off of this ticket versus every call being labeled as its own ticket.”Representative in Customer Service, Warehousing, 51-200 employees

“LiveAgent is a fantastic platform that solves many issues that we had in our customer support area. The integration of the chat forms could not be easier. We can set up multiple departments so that the right issue goes to the right team.”Manager in Customer Service, Information Technology & Services, 1-10 employees

Email Management

User feedback consistently highlights LiveAgent’s email management as a valuable feature, allowing for efficient organization and delegation of emails to specific departments or team members. The ability to mark emails as urgent, assign them to different workers, and track tickets enhances productivity and streamlines communication processes. While some users mention minor drawbacks such as the lack of open tracking for emails and occasional UI issues, overall, LiveAgent’s email management functionality is praised for its effectiveness in handling incoming emails and support requests. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“The metrics that are measured make it a lot easier to review employees performance efficiently.”Manager in Customer Service, Consumer Services, 11-50 employees

“It’s very useful that you can assign certain emails to different departments or even workers of the department. This allows us to save a lot of time because we don’t waste time anymore by searching emails or reading emails that doesn’t even concern your department.”Director in Marketing, Food & Beverages, 1-10 employees

“No open tracking for emails.; Sometimes slow (bulk actions).; A bit of a dated UI.”Engineer in Other, Information Technology & Services, 1-10 employees

Phone Support Systems

User opinions on LiveAgent’s phone support systems are mixed. Some users appreciate the ease of handling calls and emails within the platform, highlighting the efficiency it brings to their customer service operations. However, others have encountered issues with call functionality, such as difficulties in ticket creation and call distribution by languages. Despite these challenges, LiveAgent’s phone support systems seem to offer a comprehensive solution for managing customer inquiries through calls and emails. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“CONS: Calls don’t always work; Ticket creation from phone calls is tricky”Employee in Customer Service, Logistics & Supply Chain, 51-200 employees

“All calls come in to a generic number causing them to be logged in the same ticket. At times it is hard to sort out the different calls off of this ticket versus every call being labeled as its own ticket. Also pulling reports and notes with associated tags at times is hard to accomplish.”Representative in Customer Service, Warehousing, 51-200 employees

“PROS: Excellent quality of calls.; Opportunity to have a huge amount of canned replies.; Statistical review of our daily and monthly workflow.”Employee in Customer Service, Consumer Services, 51-200 employees

Operational Efficiency

Integration Capabilities

User sentiment regarding LiveAgent’s integration capabilities appears to be varied. While some users appreciate the platform’s ability to integrate with different tools and provide a structured overview of communication details, others express concerns about specific integrations like WhatsApp, Instagram, and LinkedIn. The platform’s fast integration process and availability for support through features like Zoom calls are highlighted as positive aspects. However, there are consistent mentions of desired improvements in integration options, such as adding more themes, chatbot capabilities, and enhancing UI design. Despite these mixed opinions, LiveAgent’s integration capabilities seem to play a significant role in users’ overall experience with the platform. (Source Reviews: 1, 2, 3, 4, 5, , 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Having all tickets (and chats etc.) pertaining to one specific customer in one place; Great overview and structure of the communication details; Integration of different tools.”Program Manager in Sales, E-Learning, 51-200 employees

“LiveAgent is a fantastic platform that solves many issues that we had in our customer support area. The integration of the chat forms could not be easier. We can set up multiple departments so that the right issue goes to the right team. Value for money-wise, I do not think it can be beaten.”Manager in Customer Service, Information Technology & Services, 1-10 employees

“Integration with different platforms; More User Interface options; Compatibility with small screen monitors.”Consultant in Customer Service, Hospitality, 51-200 employees

Departmental Organization

Users generally praise LiveAgent’s departmental organization capabilities, highlighting its efficiency in assigning and managing emails across different departments. The ability to streamline communication and ensure that messages reach the appropriate teams efficiently is a key strength noted by reviewers. Additionally, the customizable labels and tags feature has been commended for aiding in prioritizing workflows and enhancing overall organizational effectiveness. Users appreciate the ease of setting up multiple departments within the system, allowing for smooth coordination and collaboration among various teams. The platform’s capacity to facilitate quick and accurate ticket assignment between agents and departments has been a significant factor contributing to improved operational efficiency as reported by users. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Before using this software we had a bad organization in our mailbox. It’s very useful that you can assign certain emails to different departments or even workers of the department. This allows us to save a lot of time because we don’t waste time anymore by searching emails or reading emails that don’t even concern your department.”Director in Marketing, Food & Beverages, 1-10 employees

“LiveAgent is utilized by multiple departments at my company. We use the chat system and the email ‘ticket’ system to easily manage our response time and workflow. We are a virtually-based company with staff all over the world so LiveAgent Desk has been an invaluable tool for us.”Manager in Customer Service, Leisure, Travel & Tourism, 11-50 employees

“LiveAgent is a fantastic platform that solves many issues that we had in our customer support area. The integration of the chat forms could not be easier. We can set up multiple departments so that the right issue goes to the right team. Value for money-wise, I do not think it can be beaten.”Manager in Customer Service, Information Technology & Services, 1-10 employees

Implementation and Setup

Users consistently highlight LiveAgent’s implementation and setup process as a standout feature, praising its ease of use and flexibility. Reviewers appreciate the quick response from LiveAgent’s support team during the initial setup phase, which contributed to a smooth onboarding experience. While some users initially found the platform complex, they eventually found it indispensable for streamlining support operations. Despite some minor concerns about the onboarding process and maximizing the platform’s full potential, overall sentiment leans towards LiveAgent’s implementation and setup being a strong asset for businesses seeking efficient helpdesk solutions. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)

“In the initial setup, LiveAgent support was easy to contact and answered our configuration questions in a very timely manner. Our end users are happy with how easy it is to use the system and the workflow to get their trouble ticket entered in the system.”Employee in Information Technology, Education Management, 51-200 employees

“It took us a while to fully implement LiveAgent across our organization. At first, it seemed too complex for us, but once we got familiar with it, we will not go without it.”Director in Customer Service, Publishing, 1-10 employees

“Very fast and complete chat solution. It integrates a powerful chat solution with helpdesk and knowledge base. It is very easy to implement an online support solution between different websites.”General Manager in Corporate, Marketing & Advertising, 11-50 employees

Service Customization and Channels

Customization and Personalization

Users have highlighted LiveAgent’s customization and personalization capabilities as key strengths of the platform. They appreciate the ability to tailor communication channels and provide personalized services to clients. The tool’s CRM components have been particularly praised for enabling a user-centric approach in delivering services to travelers. Additionally, users have noted that LiveAgent’s customization features have helped streamline processes and enhance the overall customer experience. (Source Reviews: 1, 2, 3)

“Thanks to this tool we can accompany the client in all their purchase stages and we can give them a personalized and quality service.”General Manager in Corporate, Leisure, Travel & Tourism, 11-50 employees

“The ticketing system that LiveAgent provides you can easily change and find all the information that you need. Also, you can get in touch with your colleagues about a specific ticket, which makes everything faster.”Former Employee in Other, Leisure, Travel & Tourism, 11-50 employees

Multi-Channel Support

Users generally find LiveAgent’s multi-channel support capabilities to be a standout feature. The platform allows for seamless communication with customers across various channels such as email, chat, social media, and phone, making it a versatile solution for businesses with diverse communication needs. While some users appreciate the efficiency and flexibility that multi-channel support offers, others have expressed concerns about the platform’s user experience and design, citing a steep learning curve and usability issues. Despite these mixed opinions, LiveAgent’s multi-channel support functionality remains a key selling point for many users seeking a comprehensive customer service solution. (Source Reviews: 1, 2, 3, 4, 5, 6)

“We use LiveAgent as a multi-channel solution for our Customer Service team, to communicate with our customers in 20+ languages via e-mail, chat, social media and phone. It is great not only for creating efficient workflows but also for analyzing for further improvements.”Executive in Other, Leisure, Travel & Tourism, 51-200 employees

“LiveAgent seems to be very well suited for client support as it allows for multi-channel support all through one centralized platform. It does that absolutely wonderfully.”C-Level Executive in Corporate, Marketing & Advertising, 1-10 employees

“Where it falls flat is its UX and design as it has a rather high learning curve and is a bit cumbersome to use so this platform is not suited to those who want a modern, pretty, and efficient interface and value that.”C-Level Executive in Corporate, Marketing & Advertising, 1-10 employees

Communication Channels

Users consistently highlight LiveAgent’s communication channels as a standout feature, providing a centralized platform for managing various channels like email, live chat, social media, and more. The ability to integrate with other MarTech tools further enhances communication between businesses and customers. While some users express a desire for more social media channels and CRM integrations, overall, LiveAgent’s communication channels receive positive feedback for streamlining customer interactions and improving team collaboration. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“One of my favorite features of LiveAgent is the ability to handle multiple channels or multiple business of communication, including email, live chat, and social media one single dashboard. This allows me to provide excellent customer service no matter how our customers prefer to reach out via online and phone.”Manager in Marketing, Higher Education, 51-200 employees

“LiveAgent is well suited when you have a customer care department or your company is all and about customer care. You can call via VoIP, you can (live) chat, you can e-mail and listen to Voicemail messages. Integration with Social Media is available and you can add as many users and e-mail addresses as you want.”Executive in Customer Service, Consumer Services, 1-10 employees

“LiveAgent is being used across the whole organization. We have 4 different brands & are using it as omnichannel sales & customer support software. We receive queries from mixed channels from our customers as this is the messaging app era.”Vice-President in Marketing, Health, Wellness and Fitness, 1-10 employees

Customer Engagement and Feedback

Knowledge Base and Resources

User feedback regarding LiveAgent’s knowledge base and resources functionality is generally positive. Reviewers appreciate the platform’s ability to centralize information, provide easy access to knowledge resources, and streamline communication processes. The knowledge base feature is highlighted as a valuable tool for organizing tickets, categorizing information, and enhancing overall efficiency. Users find the knowledge base to be user-friendly, customizable, and reliable, making it a key asset in improving customer support and service delivery. Despite some minor concerns such as multilingual support and interface design, LiveAgent’s knowledge base and resources capabilities are viewed favorably by users for their effectiveness in facilitating information management and enhancing team collaboration. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“We utilize tags to categorize our tickets both new and old and they really help us to keep all of our tickets organized. The knowledge base feature is a great tool to use if you don’t want to build out an entire support portal of your own — it is simple to use and customizable.”Director in Customer Service, Leisure, Travel & Tourism, 11-50 employees

“The knowledge base feature is a great tool to use if you don’t want to build out an entire support portal of your own — it is simple to use and customizable.”Director in Customer Service, Leisure, Travel & Tourism, 11-50 employees

“CONS: Multilingual knowledge base.; Import of knowledge base.; Chatbot.”Executive in Research & Development, Computer Software, 1-10 employees

Customer Satisfaction and Feedback

Users consistently praise LiveAgent for its exceptional customer satisfaction and feedback features. The platform’s ability to centralize communication channels and provide streamlined ticketing processes has garnered positive feedback from users. Additionally, the data-driven insights and actionable reports offered by LiveAgent have been instrumental in enhancing customer satisfaction levels. Users appreciate the platform’s responsive support team and the ease of use, which contribute to a positive overall experience. LiveAgent’s focus on customer satisfaction and feedback is evident through its efficient handling of client requests and its impact on improving response times and messaging consistency. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)

“Increased our customer satisfaction threefold.”C-Level Executive in Corporate, Financial Services, 11-50 employees

“LiveAgent is used for communicating with our customers, therefore, it is used in our Support department and Customer Satisfaction department.”Supervisor in Customer Service, Consumer Services, 51-200 employees

“All of my team members in Customer Service use Live Agent to communicate with our clients via inbound and outgoing calls, emails and chats.”Employee in Customer Service, Consumer Services, 51-200 employees

Reporting and Analytics

User feedback on LiveAgent’s reporting and analytics capabilities is generally positive, with many reviewers highlighting the platform’s ability to provide comprehensive and actionable insights. Users appreciate the ease of generating reports, tracking metrics, and making data-driven decisions to enhance their customer support operations. While some users have noted minor issues with specific statistics or report features, overall, LiveAgent’s reporting and analytics functionality seems to be a valuable asset for optimizing customer service performance and efficiency. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“Some statistics don’t give concrete and right info. For example, it happened to me to spend 20 mins on the phone with only one client and in the end of the day, the statistics said that I was on the phone only 10 minutes.”Supervisor in Customer Service, Translation & Localization, 51-200 employees

“Report features could be enhanced to allow for more detailed and less generic reports.”Manager in Customer Service, Leisure, Travel & Tourism, 11-50 employees

“We can chat, email and be on the phone. We can assist 2 or 3 clients at the same time with no problem. On the emails we mark as answer, LiveAgent will remind us if we don’t get any reply from customer.”Supervisor in Customer Service, Translation & Localization, 51-200 employees

Business Tools and Compliance

Sales and CRM Tools

Users consistently praise LiveAgent’s lead generation and sales capabilities, highlighting its effectiveness in converting chats into sales and gathering leads even during offline hours. The tool’s intuitive interface and easy-to-use features have been commended for streamlining the sales process and improving ROI for businesses. While some users noted that the cost of the program is slightly higher compared to other solutions, the overall consensus leans towards LiveAgent being a valuable asset for enhancing sales and CRM operations. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)

“LiveAgent makes it much easier to obtain sales than the last program we used so we have a better ROI.”Manager in Corporate, Retail, 501-1000 employees

“LiveAgent fits perfectly into our business model and our sales flow. Being such customizable software, it depends a lot on the company that hires your application.”General Manager in Customer Service, Leisure, Travel & Tourism, 11-50 employees

“The best part is now we can track and identify our users better and address needs in a more informed way.”Project Manager in Information Technology, Non-profit Organization Management, 1-10 employees

Pricing and Cost Efficiency

Users generally praise LiveAgent for its cost-effective features and pricing structure. Reviewers highlight the value for money that LiveAgent offers, emphasizing its affordability compared to other similar solutions in the market. Many users appreciate the transparent pricing model that LiveAgent provides, allowing for easy cost calculation and budget planning. Additionally, users mention that LiveAgent’s pricing aligns well with the range of features and functionalities it offers, making it a competitive choice for businesses looking to optimize their costs without compromising on quality. (Source Reviews: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)

“LiveAgent has a great price with many features.”Consultant in Professional Services, Information Technology & Services, 11-50 employees

“The benefit and low price point is certainly a good value for the money.”Technician in Information Technology, Airlines/Aviation, 11-50 employees

“The cost to maintain separate systems is almost cut down to 70 percent thanks to LiveAgent.”Project Manager in Information Technology, Non-profit Organization Management, 1-10 employees

About the Author

TrustRadius Insights
TrustRadius Product Guides are created by synthesizing user reviews to identify commonly discussed topics. These guides highlight common use cases, frequently used features, and more. While this is a beta feature, it is our mission is to provide you with the best information possible to make confident and trusted technology decisions. If you feel something is missing or incorrect, please let us know.

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