9.8
Spot Score
LiveAgent Review: Is It The Right Help Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial & Free Plan Available
GDPRStarts from $15 / User / Month, also offers free forever plan
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
SpotSaaS Analysis for LiveAgent
LiveAgent is a help desk software solution frequently utilized by Customer Support Managers and Help Desk Agents in companies ranging from 10 to 500 employees. With a 4.7/5 rating from 1,542 reviews, it is broadly validated, indicating strong user satisfaction across its diverse user base.
LiveAgent excels with its comprehensive multi-channel support, allowing teams to manage customer interactions smooth across various platforms. Its mobile-enabled design ensures that support agents can provide assistance on-the-go, enhancing responsiveness. However, new users may find the platform overwhelming initially, which could impact onboarding efficiency.
Quick facts about LiveAgent
What is LiveAgent?
LiveAgent is online support software that gives users the freedom to talk with their customers, manage projects and deliver live chat, e‑mail and phone support. It's mobile‑enabled too so it doesn't matter where customers are based, users be able to connect with them seamlessly. LiveAgent offers live chat, email, phone, SMS and social support capabilities. It integrates with Google Apps, Twitter, Zendesk, MailChimp and more.
Pricing
Starts from $15 / User / Month
Free Trial available
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
GDPRSSO & MFA supported
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Installed - Windows
Installed - Mac
LiveAgent Software Demo
LiveAgent was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider LiveAgent
- Use cases
- E-commerce, SaaS, Education
- Team types
- Customer Support Manager, Help Desk Agent
- Company size
- 10-50 employees, 51-500 employees
- Workflow style
- Simple and streamlined
- Setup complexity
- Low
Why teams choose LiveAgent
All-in-one omnichannel support combining live chat, email, phone, SMS, and social media
Wide range of integrations with popular tools like Google Apps, Twitter, and MailChimp
Competitive pricing with easy and fast setup
Is LiveAgent right for you?
Best for small to mid-sized teams needing simple omnichannel customer support.
Choose LiveAgent if
- You want an all-in-one platform combining live chat, email, phone, SMS, and social media support.
- Your team values quick, low-complexity setup with mobile-enabled customer engagement.
- You require integrations with popular tools like Google Apps, Twitter, and MailChimp.
Consider alternatives if
- Your company needs highly customizable, enterprise-grade workflows and advanced analytics.
- You are a large enterprise concerned about scalability and transparent pricing for higher tiers.
What buyers should know before shortlisting LiveAgent
LiveAgent offers a versatile support solution with its multi-channel capabilities, making it suitable for businesses of all sizes. Its integration with various tools enhances its functionality, but new users might find the interface complex initially.
LiveAgent pros and cons
- LiveAgent pros
All-in-one omnichannel support combining live chat, email, phone, SMS, and social media
Wide range of integrations with popular tools like Google Apps, Twitter, and MailChimp
Competitive pricing with easy and fast setup
- LiveAgent cons
Limited information on advanced enterprise features
Potential scalability concerns for very large enterprises
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What is the pricing of LiveAgent?
LiveAgent Pricing Plans
Free
7 days ticket history
1 chat button
1 phone number
1 email address
Basic reports
Show more +
Ticket
$15
/User/Month
Unlimited ticket history
Unlimited email addresses
Advanced reporting
Customer portal + forum
API + integrations
Show more +
Ticket+Chat
$29
/User/Month
Includes features of Ticket plan, plus
Unlimited chat buttons
Feedback management
Real time visitors monitor
Proactive chat invitations
Show more +
All-inclusive
$49
/User/Month
Includes features of Ticket+Chat plan, plus
Call center support
Video call
IVR
Call routing and transfers
Show more +
LiveAgent reviews and ratings
Buyer sentiment
Users generally praise LiveAgent for its comprehensive omnichannel support and ease of setup, though some note limitations for large enterprise needs.
What buyers like
- Ease of use
- Multichannel support
- Integration capabilities
Common complaints
- Limited enterprise features
- Pricing clarity
What users are saying
M
Michael
06/25/24
I love how simple it is to use and how quickly it is to learn! +price, many features, design-interface -missing integration with whatsupp - would be ...
Read more
AJ
Adam Jepsen
06/25/24
My company has been using LiveAgent helpdesk software as customer support service more than 3 years now. We consider LiveAgent and Quality Unit ...
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D
Don
06/25/24
LiveAgent has good distribution structure and wide range of contact channels. Communicating with customers is easy with features like: adding notes, ...
Read more
BL
Ben Lambrecht
06/25/24
LiveAgent has revolutionized the way we communicate with our clients. We managed to create a neat looking Customer Portal where my clients can come ...
Read more
SG
Shivbhadrasinh G
02/20/24
"Worked fine for me."
What do you like best about LiveAgent? The tool is extremely helpful. Also, support is good from the team. Recommended. What do you dislike about ...
Read more
AB
Amanda B
01/22/24
"Super easy to use and train other staff on"
What do you like best about LiveAgent? I like how easy it is to implement when you need something that is simple, we needed something that would be ...
Read more
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- Real pricing — no sales pressure
- A demo or quick answers, your call
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What are the features of LiveAgent?
Alerts and Escalation in LiveAgent notify support agents and supervisors when tickets are overdue or approaching SLA breaches. This feature…
Alerts and Escalation in LiveAgent notify support agents and supervisors when tickets are overdue or approaching SLA breaches. This feature…
Automated Routing in LiveAgent ensures incoming tickets are intelligently assigned to the most suitable agents based on criteria such as dep…
Your visitors can communicate directly with your agent using the Call-me feature, which allows them to do so through phone, headset, mic, an…
With just a click of a button, co-browsing allows you to see and interact with your customer's screen in real-time. Once given screen access…
LiveAgent’s Community Forums enable customers and agents to interact, share solutions, and discuss topics in a collaborative environment. Th…
Contract and SLA Management in LiveAgent lets organizations define service level agreements to monitor ticket response and resolution times.…
Customizable Branding in LiveAgent allows organizations to personalize the support portal and customer-facing interfaces with their brand el…
Document Storage in LiveAgent provides a centralized space to upload, manage, and share essential support documents such as guides, manuals,…
LiveAgent’s Incident Management functionality enables teams to log, track, and resolve service disruptions effectively. Each incident is cat…
The Knowledge Base in LiveAgent is a self-service hub where organizations publish FAQs, how-to guides, and articles. It empowers customers t…
A knowledge database is a database that is used to share and manage knowledge. It encourages knowledge accumulation, organization, and retri…
Known Issue Management in LiveAgent allows teams to document, track, and communicate recurring or widespread problems. This feature links si…
Live Chat in LiveAgent enables real-time communication between support agents and customers directly from the website or support portal. Thi…
Macros in LiveAgent are predefined responses that allow agents to quickly reply to common queries. These templated messages improve consiste…
LiveAgent supports Multi-Channel Communication by integrating email, live chat, social media, phone, and contact forms into one dashboard. T…
Customers can contact you using an offline form if your chat representatives aren't available 24/7. Ticketing for offline messages is create…
The Self Service Portal in LiveAgent allows users to submit tickets, track their status, and access help articles independently. It empowers…
You can use shortcuts to make commands that extend to pre-defined greetings, messages, or URLs. As an agent, shortcuts save time, but they s…
Social Media Integration in LiveAgent connects platforms like Facebook, Twitter, and Instagram directly to the help desk. Agents can manage…
Surveys and Feedback tools in LiveAgent collect customer input following ticket closure or interaction. Organizations can create customizabl…
Ticket Management in LiveAgent organizes and tracks every customer request from submission to resolution. Features include ticket tagging, p…
When conversing with clients, live chat software gives agents capabilities that make it easier to help one another. If they require assistan…
A component of live chat software that allows your agents to provide face-to-face assistance online is video chat support. Agents can assist…
With customizable segments that are always up-to-date, visitor targeting is utilized to deliver the right content to exemplary visitors. Bus…
LiveAgent security and data handling
Key compliance certifications and security features for IT and security teams evaluating LiveAgent.
Certifications
Security features
Developer & data
Alternatives to LiveAgent
Recommended
Efficient support for all your ...
9.7
Very Good
Why buyers keep looking beyond LiveAgent
Some users find LiveAgent’s interface less modern or intuitive compared to newer customer support platforms with more refined UX/UI.
Compared to tools like Zendesk or Intercom, LiveAgent currently lacks advanced AI-driven automation, chatbots, and machine learning capabilities.
While well-suited for SMBs, large organizations may find LiveAgent’s infrastructure less capable of handling complex, high-volume, or multi-department workflows at scale.
Users seeking highly customizable workflows, role-based dashboards, or advanced reporting may consider alternatives with more flexible configurations.
LiveAgent provides basic customer data management, but businesses needing full CRM capabilities might require integration with dedicated CRM platforms.
Although mobile-enabled, some users have reported that the mobile app lacks parity with the desktop version in terms of speed and functionality.
LiveAgent Customers
LiveAgent Support Options
Frequently Asked Questions About LiveAgent
Common questions buyers ask before choosing LiveAgent.
LiveAgent is a Help Desk Software. LiveAgent offers Incident Management, Social Media Integration, Multi-Channel Communication, Macros (Templated Responses), Document Storage and many more functionalities.
LiveAgent is a strong fit if: You want an all-in-one platform combining live chat, email, phone, SMS, and social media support.; Your team values quick, low-complexity setup with mobile-enabled customer engagement.. Consider alternatives if: Your company needs highly customizable, enterprise-grade workflows and advanced analytics.; You are a large enterprise concerned about scalability and transparent pricing for higher tiers..
Buyers commonly note the following limitations of LiveAgent: Limited information on advanced enterprise features; Potential scalability concerns for very large enterprises; No clear pricing transparency for higher tiers.
Some top alternatives to LiveAgent includes Zoho Desk, Freshservice, ManageEngine ServiceDesk Plus, Freshdesk and Little SaaS Communication.
LiveAgent offers Free Trial, Freemium, Subscription pricing models
The starting price of LiveAgent is $15/User/Month
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Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
