9.8
SpotScore
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 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
Ready to try it?
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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 +
Weighing your options?
Not sure if LiveAgent fits your budget?
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
Are you using LiveAgent?
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 ...
Read more
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
- See if LiveAgent fits your business
- 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 notifies support agents and supervisors when tickets are overdue or approaching SLA breaches. This featur…
Alerts and Escalation in LiveAgent notify support agents and supervisors when tickets are overdue or approaching SLA breaches. This feature…
Automated Routing in LiveAgent intelligently assigns incoming tickets to the most suitable agents based on criteria such as department, prio…
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 let customers and agents interact, share solutions, and discuss topics together. This feature builds user-drive…
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and…
LiveAgent lets organizations personalize the support portal and customer-facing interfaces with their brand elements. Users can customize lo…
Storing a document, usually, a digital document, in a document management system is known as document storage (DMS). We now employ electroni…
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
A knowledge database is a database that is used to share and manage knowledge. It encourages knowledge accumulation, organization, and retri…
The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply s…
Live Chat in LiveAgent provides real-time communication between support agents and customers directly from the website or support portal. Th…
Macros in LiveAgent are predefined responses that allow agents to quickly reply to common queries. These templated messages improve consiste…
LiveAgent integrates email, live chat, social media, phone, and contact forms into one dashboard. This feature allows agents to manage all c…
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 lets users submit tickets, track their status, and access help articles independently. It helps custome…
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
Lacks modern interface design compared to newer platforms like Zendesk or Intercom
Missing advanced AI automation, chatbots, and machine learning features that competitors offer
Struggles with complex, high-volume, or multi-department workflows — better suited for teams under 50 than enterprise deployments
Limited workflow customization and role-based dashboard options versus platforms with more granular configuration
Basic customer data management only — requires separate CRM integration for full customer relationship capabilities
Mobile app has slower performance and fewer features than the desktop version
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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About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
