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What Is LiveAgent?

LiveAgent, a cloud-based Help Desk Software with 200+ integrations, streamlines customer communication via a shared inbox. Key features include social media integration, unlimited ticket history, and call recordings. Used by companies like BMW, Yamaha, and Huawei, it serves 150M users worldwide.

Start with a free 1-month trial, no credit card needed.

Who Uses LiveAgent?

Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.

LiveAgent Software - LiveAgent Connections
LiveAgent Software - Universal Ticketing System
LiveAgent Software - Live Chat Customer View
LiveAgent Software - Live Chat Agent View
LiveAgent Software - Call Centre

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Reviews of LiveAgent

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Emma
Emma
Senior Director Product Marketing in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Excellent Customer Service for the Price

5.0 8 months ago

Comments: 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.

QualityUnit Response

8 months ago

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

Christian
Christian
Human Resources Manager in US
Verified LinkedIn User
Health, Wellness & Fitness, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Our support communications are centralized with LiveAgent

4.0 9 months ago

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

8 months ago

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

Giacomo
Communications Manager in US
Facilities Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

LiveAgent: A Reliable Solution for Personalizing Customer Experiences

5.0 2 weeks ago New

Pros:

I like the efficient features of LiveAgent. LiveAgent has been a reliable tool for personalizing customer experiences.

Cons:

LiveAgent has been so effective and flawless to use.

QualityUnit Response

6 days ago

Hey Giacomo, Thanks for sharing your review! It's great to see you're having a smooth experience with LiveAgent. Your feedback on personalizing customer experiences is valuable to us. If you ever need anything or have more thoughts to share, don't hesitate to reach out. - LiveAgent Team

Alberto
Operations Director in Spain
Marketing & Advertising, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Alternatives Considered:

Mediocre lifecycle management

3.0 2 years ago

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

2 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.

Guillaume
Poject Manager in Mauritius
Textiles, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Great and easy to use

5.0 2 months ago

Comments: It was overall a great experience and I do not regret my choice.

Pros:

Easy to use and easy to setup, liveagent was up on my staging envoronment in 15 minutes. It was easy to configure my rules and good to go in less than 2 days

Cons:

Some features were hard to locate and I had to contact my customer sucecss manager quite often.

QualityUnit Response

2 months ago

Thank you, Guillaume, for sharing your experience. It's great to hear how swiftly you got LiveAgent set up! We're sorry some features gave you a bit of a hunt, though. Please know, we're here to help streamline that process for you - never hesitate to reach out 24/7 - LiveAgent Team