LiveAgent Desk Review

Overview
Good

Affordable pricing plans with downloadable license available for one-time fee. The software is feature-rich with free integration.

Bad

One time fee of $199 to remove branding. Costly startup plans

Overall

LiveAgent Desk offers one of the most affordable help desk software solutions for your business, with three simple pricing plans offered to meet your every need. The pricing plan is set on a per-agent basis, and you can also buy a one-time license for the software.

Detailed Review

LiveAgent is a help desk software created in 2007 by QualityUnit, LLC, a software development company based in New York, USA, that focuses on building products to help businesses market their products online. LiveAgent was previously named SupportCenter, before being renamed into its current name a few months after the first launch. In 2015, LiveAgent has been used by more than 10,000 companies for their customer support teams.

Ticket Management Features

There are a lot of ticket management features that come with LiveAgent software. Some of these features include universal inbox, hybrid ticket steam, and automated ticket distribution. Universal inbox includes all messages that come from your customers on various platforms, such as email, chat, social media, and phone. Hybrid ticket steam will allow you to keep track of your customers regardless of the platform that they are using to contact you. The automated ticket distribution provides easy management for your agents to handle a specific load of support tickets that they can handle based on their performance.

Live Chat Features

LiveAgent provides various live chat features, including real-time chat, proactive chat invitations, and chats overview. With real-time chat, you will be able to chat with your customers real time in your website, without the need to install any chat application or software on their computer. The chat will be made directly from the website with no additional software needed. Proactive chat invitations will invite your website visitors to chat with you in case they have any question in mind. This will give you the maximum opportunity to convert your visitors into customers. Chats overview will allow you to see your website visitors in real time and you can manually invite them to chat with you.

Reporting Features

With in-depth reports, you will be able to measure your customer satisfaction, as well as analyze the performance of your customer service agents. LiveAgent offers various reporting features, including analytics overview, agent ranking overview, and performance report. Analytics overview will provide a general analytics for the quality of your customer support, as well as customer satisfaction, usage statistics, and performance reports. The agent ranking overview will give you the analytic for the best performing customer support agent, as well as identifying the ones who provide poor customer service quality. Performance reports will provide the full performance report for all of your customer support agents.

Offline Support Portal Features

You can help your customers by creating useful resources that will help them find the solution for their problems even without contacting your support team. Offline support portal features include customer portal, knowledge base, forum, and feedback and suggestions. Customer portal helps your customers to find the solution for their problems by searching the knowledge base, forum, and user feedback. The knowledge base will store all the information regarding your product, including FAQ and help and support questions. The forum will allow your customers to interact with each other and build a community around your business.

Gamification Features

Gamification allow your customer support agents to solve customers’ problems in a fun way. It will provide rewards and badges, as well as level for each agent. Every time an agent can successfully help solve customers’ problems, he will receive a badge and reward, which in turn increase their level. Then their levels will be posted in the Leaderboards in order to see which agent is the best.

Multilingual Features

LiveAgent software is available in various languages, and the widgets can be adapted into the native language of the user. This gives the LiveAgent users the best personalization for the software, and help them to use the software more easily.

Conclusion

With a simple and affordable pricing plan, as well as a one-time license fee, LiveAgent can be the best help desk software that you can use for your business. With a lot of features that you can use, you will be able to communicate with your customers even more easily, quicken your response time, as well as gives way for your customers to contact you from any platform that they choose.

Screenshots
Pricing
Merchant Price
Official Website $9/mo
Specifications

Quick Overview

  • Market Strength

    80

  • Feature Strength

    92

Help Desk Software Features

  • Email Ticketing

  • Merge Tickets

  • Canned Reply

  • Gamification

  • Knowledge Base

  • Community Forums

  • Live Chat

  • Languages

    35

  • Time Rules

  • Collision Detection

  • Triggers Settings

  • SLA Settings

  • Customization

  • Custom Domain

  • Bulk Actions

  • Reports

  • Developer API

  • Free Trial

    14 Days

  • Support Options

    5

Integrations

  • Twitter

  • Facebook

  • 3rd Party Apps

    30+

  • Phone Calls

  • Mobile Apps

User Reviews

My agents always see, who is working on concrete ticket

LiveAgent Desk By Don Chung on February 23rd

LiveAgent surprises us from the beginning. We didn't expect that it is full of amazing features and there are always any new available. Quality Unit helped us install whole system and they solved every problem that has occurred. We used 14 days trial for free, which definitely persuaded us to cooperate with LiveAgent. The software consists of high-quality ticketing system, and automated ticket distribution. My agents always see, who is working on concrete ticket, so there is no space for misunderstanding. User can postpone every ticket for later, they are allowed to attach files, add pictures and documents, add note, divide customers to groups or departments. They can even stop and take a break with pause feature, but LigeAgent still receives all messages. We do not see any problems to mention.

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I’m amazed by a huge bunch of features LiveAgent offers

LiveAgent Desk By Simon Cohen on February 12th

LiveAgent helpdesk software attracted us with interesting design and many helpful features ready to answer all customers' requirements. Especially Live Chat is perfect function, because my agents may invite customers to chat, and they can help them in very short period of time. I can find every message in history so I do not have to be scared about losing any data. Receiving emails, phone calls or Facebook and twitter messages have never been easier than with LiveAgent. Every message is transformed into ticket, that agent see and respond quickly. Interesting options like postponing ticket, adding note or rule, saving contacts and spam filter make agent's job much easier.

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I like that LiveAgent makes it easy to work as a team

LiveAgent Desk By Ronald Jacobz on February 11th

I really like that LiveAgent makes it easy to work as a team. It allows you to see others that are currently viewing the same ticket and I love the internal notes. Simple but very necessary to ease of use from a day-to-day experience. Best part is that it alerts you when someone has been waiting for an answer for over an hour so that we make sure we're not leaving people hanging.

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Switched from Zendesk to LiveAgent

LiveAgent Desk By Ronald Jacobz on February 9th

We're happy that we switched from Zendesk to LiveAgent. It was a good move, we save about 4 000 dollars a year. It offers very similar set of features so we're not missing anything in LiveAgent. LiveAgent's customer support replies 10times faster in comparison to Zendesk support.

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I think it is good for small but also bigger teams

LiveAgent Desk By Marina Foxton on February 8th

We decided to use helpdesk software because we had a negative feedback from our customers who were angry at our late answers. So we made a partnership with LiveAgent helpdesk software and we are satisfied more than 2 years now. Program's ticketing system transfer every type of the message into easy to manage ticket. Guys from Quality Unit are always adding new features and updates. The support was useful while we were setting whole system. I think it is good for small but also bigger teams.

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We're very satisfied with the visible differences between customer support before and after using LiveAgent

LiveAgent Desk By Adam Jepsen on February 5th

LiveAgent helpdesk software was recommended to us from our partners. We tried it and we are very satisfied with the visible differences between customer support before and after using LiveAgent. With LiveAgent our customers get response very quickly through emails, calls, live chat or social networks: facebook and twitter. Communication between customers and my agents is short and clear. Hybrid ticketing system helps agents see exact problem and they can provide good-quality solution immediately. Automated ticket distribution counts number of tickets received and solved, which can easily measure employees performance. With LiveAgent my agents always know, who is in charge of which ticket, so there are no errors. I truly recommend LiveAgent to every company.

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Clients praise contact with our company

LiveAgent Desk By Henning Gothe on January 26th

LiveAgent receives requests and questions from variety of sources (networks like Facebook and Twitter, email communication, live chats and phone calls). Then process of ticketing manages the task and agents are ready to solve problems or answer questions. LiveAgent will increase number of satisfied customers and it makes whole customer support service more transparent. Agents may create tags, save contacts for next communication with customers, setup emails for email notifications... While using LiveAgents, clients praise contact with our company and they leave positive feedback. We recommend it.

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Perfect for SMB

LiveAgent Desk By Ben Lambrecht on January 25th

I've been using LiveAgent at my animation studio for more than 2 years now and have had an amazing experience so far. Kudos for the great product and Kudos for the great support team. Great job guys!

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Buying LiveAgent was a great choice

LiveAgent Desk By Miguel Harari on January 22nd

It is simple to use for clients and "agents". More people in company have an access to data, information and company's contacts. LiveAgent offers more functions than other brands and it's even less expensive. Program operates quickly without problems and mistakes . You can apply program for small or international company, every customer will have an opportunity to contact company without problems. Buying LiveAgent was a great choice, we recommend this product to our partners in business.

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We are happy to use LiveAgent helpdesk software

LiveAgent Desk By Rich Hilley on January 21st

Advantages: better price than competitors, easy to understand (you can ask for help within a few clicks), fast ticketing helpdesk software, customers can send messages through emails, live chat, social networks, it can measure employee's performance, a possibility to divide all messages into groups and contacts, LiveAgent can also create its own rules how to divide messages, it may collect data about customers or people going through the page, an opportunity to print tickets easily. We were most satisfied with function live chat, through what our admins solved the highest number of customer's requests. We are happy to use LiveAgent helpdesk software, we made a good decision.

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