LiveAgent Reviews, Pricing, and Features

Table of Contents
LiveAgent Reviews, Pricing, and Features

Last Updated: July 2024

Hey there! If you are searching for a reliable and efficient customer support solution, look no further than LiveAgent! In this blog post, we’ll dive into LiveAgent reviews, pricing, and features to help you make an informed decision. 

Whether you’re a small business or a large enterprise, LiveAgent has got you covered. Let’s explore what makes LiveAgent a top choice for streamlining your customer support operations.

Table of Contents:

Pros and Cons of LiveAgent

Pros

Cons

1. LiveAgent offers a wide range of features to enhance your customer support operations. From ticket management and live chat to social media integration and knowledge base management, it’s got everything you need under one roof.

2. With LiveAgent, you can provide support across multiple channels, including email, live chat, phone, social media, and more.

3. The user-friendly interface of LiveAgent makes it a breeze to navigate and utilize its features.

4. LiveAgent allows you to customize the look and feel of your support portal, chat widget, and email templates to match your brand’s identity.



1. Although LiveAgent provides basic reporting and analytics, it may lack some in-depth insights and advanced metrics that larger enterprises may require for in-depth analysis of their customer support performance.

2. LiveAgent’s pricing structure may not be suitable for small businesses or startups with limited budgets. The more robust features and additional agents can significantly increase the monthly cost, making it less affordable for smaller companies.

3. While LiveAgent is relatively easy to use, some of its advanced features may require a learning curve for new users. It may take some time to fully explore and utilize the more advanced functionalities of the platform.

4. Though LiveAgent integrates with popular third-party tools and platforms, it may not have the same extensive integration options as some other customer support solutions. Depending on your specific needs and existing software stack, this may be a limitation to consider.

LiveAgent Reviews on Pricing and Features

LiveAgent offers a range of pricing plans and features to enhance your customer support experience. Let’s break them down and explore each one:

Pricing (Rating ⭐4.5/5, 114 Reviews)

LiveAgent Pricing
Image source - liveagent.com

LiveAgent has 5 pricing plans. But each plan has its own limitations and when billed annually, they charge:

  • Free – $0/month
  • Small business – $9/agent/month
  • Medium business – $29/agent/month
  • Large business – $49/agent/month
  • Enterprise – $69/agent/month

Free trial is available for paid pricing plans. With company email, you get a 30-day free trial and with free email, it is 7 days.

User Reviews

They have created even pooling of different issue sources, like Twitter comments, Instagram, and FB message, but the pity is, that all of these channels comes at an extra fee of 39$ per channel. in my case, the basic plan for 6 agents costs 90$, but adding extra channels would cost even more than that, and the price doubles and then even more. The feature is there, but I stay out not using it, just because the social media flow is not that big to afford an extra 117$ per month.” – ⭐4.5/5, Klavs O.

I also like quality reports, and the product price is reasonable and can be implemented in a few steps.” – ⭐5/5, Raul M.

Its Price is very high and it is very expensive no doubt.” – ⭐4/5, Janvi s.

Ticketing System (Rating ⭐4.5/5, 109 Reviews)

LiveAgent Ticketing
Image source - liveagent.com

With LiveAgent’s ticketing system, you can efficiently manage customer inquiries and support requests. Assign tickets, track their status, and provide timely responses, ensuring that no customer concern goes unnoticed.

User Reviews

Easy to track the status of pending chats and tickets. We can see the number of tickets handled by agents.” – ⭐5/5, Angel S.

The interface is very near and clean for the agents so they can manage more tickets quickly.” – ⭐5/5, Akhil K.

I like how easy it is to email tickets. The customization options make sense. The program is easy to use. I like the ability to submit a ticket via email. Ticket merging can make the merged ticket unsearchable.” – ⭐5/5, Tyrone W.

Multichannel Support (Rating ⭐5/5, 36 Reviews)

Manage customer interactions from various channels, including email, live chat, social media, and phone, all within a unified platform. Provide consistent support across different channels and deliver a seamless omnichannel experience.

User Reviews

LiveAgent – It is the most recommended and great app it offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single inbox.” – ⭐4/5, Janvi s.

It’s all in one – chat, email, calls. Knowledge-based option.” – ⭐5/5, Marjun C.

Live Chat (Rating ⭐4.5/5, 297 Reviews)

Engage with your website visitors in real-time through LiveAgent’s live chat feature. Answer their questions, provide assistance, and guide them through their purchasing journey, all while delivering a personalized and interactive experience.

User Reviews

Being able to talk to our customers and prospects in real-time has really changed our relationship with our users. We used to have a lot of tickets, but now we can chat with the users when they need assistance, saving them a lot of time.” – ⭐4.5/5, Oluwagbemiga O.

I like that you can send chat invites to users while they are on our website.” – ⭐5/5, Sandra L.

Call Center Support (Rating ⭐5/5, 41 Reviews)

Seamlessly integrate your call center operations with LiveAgent. Handle inbound and outbound calls, set up IVR (Interactive Voice Response) systems, and efficiently manage customer interactions over the phone.

User Reviews

Noisy Web UI when using Call Center feature” – ⭐4/5, Verified User in Education Management.

Call center support is only available in the most expensive package.” – ⭐5/5, Verified User in Information Technology and Services.

I like how easy it is to setup the virtual call center for your business.” – ⭐5/5, Arlaena W.

Knowledge Base (Rating ⭐4.5/5, 67 Reviews)

LiveAgent Knowledge Base
Image source - liveagent.com

Build a comprehensive knowledge base with articles, FAQs, and self-help resources to empower your customers to find answers to common questions on their own. Reduce support ticket volumes and enable self-service options for your customers.

User Reviews

Knowledge base = everything under one roof, Knowledge base = FAQ section for clients” – ⭐5/5, Alica z.

it provides powerful customization tools for own knowledge base.” – ⭐4.5/5, Verified User in Online Media.

Customer Portal (Rating ⭐4/5, 63 Reviews)

Provide a dedicated customer portal where your customers can access their support tickets, view their communication history, and find relevant resources. Enhance customer satisfaction by empowering them to manage their support interactions conveniently.

User Reviews

It is difficult for our non-technical team members to add things to the portal as you need to know HTML, CSS, and JS.” – ⭐5/5, Verified User in Food & Beverages

It allows me to create different customer portals with different features for each customer” – ⭐4/5, Claudio E.

Reporting and Analytics (Rating ⭐4/5, 21 Reviews)

Gain valuable insights into your customer support performance with LiveAgent’s reporting and analytics features. Track ticket resolution times, monitor customer satisfaction ratings and identify areas for improvement to enhance your support operations.

User Reviews

I like that it is highly efficient and offers reporting features, and the user interface is excellent because it shows valuable information and can be used in the background.” – ⭐5/5, Sherli G.

Reporting can be improved from customer prospective and rest looks good from my end” – ⭐4.5/5, Saurabh T.

Reporting needs work to reach another level.  Tagging system is very simple. Needs upgrade. Reporting should be also upgraded.” – ⭐3.5/5, Manos C.

Automation and Workflow Rules (Rating ⭐4.5/5, 32 Reviews)

Automate repetitive tasks and streamline your support processes with LiveAgent’s automation and workflow rules. Set up triggers, actions, and conditions to ensure tickets are assigned, escalated, or resolved according to your predefined rules.

User Reviews

Great features that significantly improved our workflows through process automation.” – ⭐4.5/5, Ewelina (Evey) R.

The initial setup of the automation can be tedious. However, once you understand the process, it is quite rewarding.” – ⭐4/5, Piotr M.

Integrations (Rating ⭐4.5/5, 60 Reviews)

Connect LiveAgent with other tools and platforms to enhance your support capabilities. Integrate with CRM systems, e-commerce platforms, and other applications to streamline data flow and improve overall efficiency.

Additionally, monitor and respond to customer inquiries and feedback from various social media platforms directly within LiveAgent. Consolidate your social media interactions and ensure prompt and consistent engagement with your audience.

User Reviews

Thanks to the social media channels integration, we started using social media messengers to connect with more customers. We use integrations with other apps and they sometimes take a while to configure for a person with no experience.” – ⭐4.5/5, Ewelina (Evey) R.

No Microsoft teams integration, that would be really nice.” – ⭐4/5, Verified User in Hospitality.

Recommended: 12 Best Email Support Software in 2024

Conclusion

In conclusion, LiveAgent is a comprehensive customer support solution that offers a wide range of features and functionalities to enhance your support operations. However, there are certain limitations to the software that may block your way to success. 

So, we suggest you try Saufter, the best LiveAgent alternative with similar features. It has a user-friendly interface, omnichannel support, a knowledge base, a robust ticketing system, and efficient live chat support that empowers you to provide exceptional customer service.

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