LiveAgent Reviews in May 2025: User Ratings, Pros & Cons

Great all-in-one solution for chat and social media

What do you like best? LiveAgent is very easy to configure, easy to train agents on, and integrates perfectly between chat and Facebook Messenger. What do you dislike? We find that the analytics could be a bit more configurable, but it's nothing that negates the value of the tool. The prompts are also not configurable, which is a bit frustrating as we'd like it to be noticed more by our agents. What business problems are you solving with the product? What benefits have you realized? ...

Very nice CRM system

What do you like best? Without any doubt the preview of the text being typed is my favorite feature, it is like mind reading since it allows the company support agents to being able to form a reply quickly. Is just priceless. What do you dislike? Not all automation functions are available in all cases as well as some inconsistency with the naming conventions of some rules. It also presents some minor spelling and grammatical errors within some text while translating the system to Spanish. ...

Comprehensive and simple to use

What do you like best? The best part of live agent was using its ticket function with stored all of our customer interactions (email, live chat, order history etc. in one place. It was beyond helpful to be able to see the history of a transaction and customer interactions. What do you dislike? We probably could've used it for more as it does have many features, but I think we are too small of a company that it didn't solve a problem for us as much as we thought it would. What business ...

LiveAgent is great tool for keeping our customers satisfied

PROS & CONS What are the best aspects of this product? There is great integration between LiveAgent software and our website, the interface is intuitive and user-friendly and it can be learned by everyone. We can easily supervise live chat agent by using real-time console. I personally love the social media linking, this is one of the best features. We are able to manage feedback from customers from all channels in one place. It doesn’t take much time to provide reply or support to our ...

Excellent Product - Easy Implementation, Intuitive to Use

What do you like best? It's very visual; items are colour coded with very visible tags, assigned agent names, etc. It's very easy to skim through your list of tickets and see what's going on quickly. The New, Open and Answered statuses work automatically quite well, and the Postpone option is very useful. Also, the automation options - creating rules as to what to do with certain tickets - is a big time saver. Best of all, the basic package is full featured; you don't have to pay more to ...

Live Agent Review

What do you like best? Live Agent is user friendly. Everything is laid out clearly there is no confusing wen other people in emails and stop a customer being emailed twice. The ticket system is a great feature and also easy to use and keep track of.This is great software to provide online support to your customers. What do you dislike? There isn't must to dislike, Customer support is great and always prioritizes any issues we have come in contact with so far. What business problems are ...

Great Solution for our Customer Support Needs

What do you like best? In the past, our Support Reps were living in multiple solutions: Gmail/GoogleApps for emails, Zopim for chats, phone software for our phone queue. The email solution was the worst. Our reps would reply "Handling" to an email to let other reps know they were working on that email. This led to a lot of people working on the same issue, a lot of duplicative, unnecessary work when reps didn't do the "Handling" reply first. It also led to a lot of missed emails. With ...

We moved to LiveAgent from ZenDesk... and wouldn't go back...

What do you like best? LiveAgent has been a game-changer for us. ZenDesk began making massive changes (including to their Mobile Apps that had a very negative effect on us (and many others. When our concerns went unnoticed, we began looking at other options. LiveAgent was one of those that appeared and from the outset, it proved to be not only a replacement for ZenDesk, but a better solution (at a cheaper price!. The combination of Tickets, Chats, Knowledge Base, and Social Media ...

Flexible and reliable

What do you like best? Great service! We previously used Freshdesk in our company. It is about 8 months we moved to LiveAgent. We have more functionalities now for less money. Everything works fine, no outages, no delays. Flexibility is the best benefit: You can customize LiveAgent to your needs. What do you dislike? My rating is 90 %, because nothing is perfect and there is always space for improvement. But LiveAgent company seems open to our needs. What business problems are you ...

Good software

What do you like best? This software allows to create predefined answers Tickets, email, chats - all in 1 software You can review performance of each agent, how much hours worked, how many emails answered and chats were taken You can create filter to review each agent's replies for statistics You can send email to customer if he accidentally disconnected, which allows to provide better customer support You can manage ticket's importance by using labels and to assign them directly ...