LiveAgent

Pros: I have been one of the oldest user of liveagent because this is a tool that provides best customer support and livechat at same time. You just need to login through your email id and do the initial setup and then you are ready to go for bulk interactions.

Cons: Live agent is not compatible with mobile devices and this is something that I think that the developers should work on. Also they do not provide any application for this software. It is completely functional on only browsers and web versions.

Pros: LiveAgent has been great from the first time we reached out through onboarding. The simple interface makes for easy navigation and the integration with 2talk keeps emails and phone calls in the same place. Our team loves it! We have become more efficient since we started and are looking to add on additional features to improve our customer service even more. Their customer support is great. Whenever we have had a question they are quick to answer. Being able to assign and sort the tickets is simple and the value of the product you get is amazing. They could charge more, but we're so happy they don't.

Cons: I am not sure there was anything we didn't like, but we will keep you posted if we find anything worth reporting. ;)

Pros: The interface is intuitive and well-organised. No lengthy training required — everyone in the company uses it from day one without difficulty. Support has always been prompt and competent. Whenever we've needed assistance, issues have been resolved quickly without unnecessary delays.

Cons: The only area where we notice the trade-off of being an independent platform is in Google Workspace integration — it is functional but not as deeply embedded as we would ideally like.

Pros: It was well priced, although unfortunately the functionality is not great compared to Freshdesk, which we switched from. It has a few great features - one in particular is the ability to "postpone" a ticket until a certain date, but lacks many other.

Cons: It's a bit buggy, and some things are just plain stupid - eg, you can only have one window open at a time, which makes using 2 screens to compare notes from one ticket to another impossible, for instance. Several other things don't work well - it loses the connection very easily, sometimes causing a complete loss of what you were doing, and merging tickets is a pain compared to Freshdesk, where all you had to do was click on the tickets you wanted to merge and selecting "merge." Even closing a number of tickets at once in LiveAgent is painful, as it requires approving the step THREE times. I asked Customer Service to change that, but they think it's how it should be. In general, Freshdesk was a much more robust product and we are considering switching back to it at the end of our contract - which we asked to terminate shortly after onboarding but we were told we could not do. I believe a company should hold its customer because they provide great value, not because they are stuck in a contract.

Pros: Value for money. LiveAgent is an easy to use tool, for responding too social media complaints. Interface is fairly easy, as well as it's connecting ability.

Cons: The actual chat ability is great, however note that LiveAgent is a jack of all trades as a tool and master of none. This means the interface can be a bit clunky at times and the reporting is limited.

Pros: Easy to use and quick to respond. Helps manage conversations in one place and improves communication with users. Also offers an API, which I use for integrations.

Cons: The mobile app is significantly limited compared to the main app, which makes managing conversations on the go less effective.

Pros: LiveAgent offers excellent service availability and reliability. The platform runs smoothly in day-to-day operations, and updates are deployed with minimal disruption — bugs introduced during updates are rare. The core ticketing and messaging features are well-built and easy to navigate, making it a solid tool for managing customer communication.

Cons: Customer support is limited to text-based communication only. Email response times are frustratingly long, and the absence of phone support or screen-sharing options makes resolving complex issues unnecessarily slow. Additionally, we have been experiencing an inconsistent document rendering bug for over a year — documents sometimes display correctly and sometimes don't. The support team is aware of this issue, yet there has been no fix or meaningful update in 12+ months. For a business-critical platform, leaving a known bug unresolved for this long is unacceptable.

Pros: LiveAgent brings all our communication channels together in one place. Whether a customer reaches out via email, live chat, phone, or social media, everything lands in a single inbox. This has made a huge difference for our ecommerce support team. The live chat widget is really fast and doesn't slow down our websites, which matters a lot when you're running online stores where every second of load time counts. We also love how the ticketing system handles routing, SLAs, and department assignments automatically. It saves us a lot of manual effort. For what you pay, the feature set is genuinely impressive. Automation rules for tagging and ticket assignment have helped us scale without needing to hire additional agents right away.

Cons: The reporting section feels limited when you're managing support for multiple clients. We'd like more flexibility with custom dashboards and detailed metrics per account. The interface works fine but looks a bit outdated compared to newer tools on the market. During big sale events when ticket volume spikes, we've noticed some slight delays in loading. Also, the integrations with ecommerce platforms like Magento and Shopify are fairly basic. We'd appreciate deeper native connections that go beyond simple plugins.

Pros: I really like how easy LiveAgent makes it to manage everything in one place. The live chat is fast, the ticketing keeps things organized, and it saves me a lot of time dealing with customer queries. It just makes support feel more efficient and less stressful.

Cons: What I liked least about LiveAgent is that the interface can feel a bit cluttered at times, especially when handling multiple tickets. It also takes a while to fully learn all the features, and some customizations aren’t as intuitive as they could be.

Pros: It offers a robust set of tools at a fraction of the cost of its competitors. Good value for Money and fast return on investment.

Cons: The difficulty in modifying existing tables once they have been inserted into a reply. The lack of native table editing functionality within the ticket response interface.

Pros: I really appreciate that everything is consolidated in one place, which eliminates the need to flip back and forth to locate items.

Cons: LiveAgent has remained the same for several years, and I believe it is time for an update and a facelift.

Pros: we are using it for a year now and it does what it is supposed to do, so we will continue using it for our office.

Cons: some parts (as like ai-features) have a strong focus on english. As our customers usually speak German, we are limited in using those features

Pros: We love the ease of setting it up and the user experience on their end and our end. It's great for customer service and has some great functionality. It's also more affordable than a lot of other options out there.

Cons: Nothing - it's been absolutely great. Their service is also great if you have a question or concern. No complaints!

Pros: Intuitive and user-friendly interface Wide range of features and deep customization options High platform stability and reliability Continuous improvements and frequent updates Seamless integration of advanced tools like IVR

Cons: It’s honestly difficult to point out real downsides. Over 14 years of use, LiveAgent has consistently released updates and improvements that have addressed virtually all issues. Any minor limitations tend to be resolved very quickly.

Pros: $92

Cons: While LiveAgent is generally considered user-friendly once you're familiar with it, many users point out a noticeable learning curve — particularly during initial setup and when using advanced features. The platform has a lot of features and options packed in, which can make the interface feel overwhelming or slightly cluttered at first. New agents or non-technical teams often need some time (and sometimes training) to fully understand where everything is and how to configure things like automation rules, workflows, or custom ticket setups effectively.

Pros: I liked most about LiveAgent is that everything comes in one place, which makes my work much easier. Before using it, I had to check emails chats and other platforms separately and it was quite confusing. But now everything is properly organized so I do not miss any customer message. The live chat feature is very useful because I can reply quickly and customers feel more satisfied. The ticket system is also very Good because it helps track each query clearly. I also liked that it supports multiple channels and is flexible according to our needs.

Cons: One thing I did not like much is that in the beginning it was a little difficult to understand all the features. There are many options so it takes some time to get used to it.

Pros: The ease of use of Live Agent is great. As compared to simple e-mail usage, it offers a greater possibility of Management of incoming e-mails (complaints, requests). W

Cons: Sometimes new features are made available without prior notification or features that change good habits and practices and turn them at first sight into more difficult process or tedious procedure adaptation. However this is a very higlevel negativ complaint

Pros: Way to connect with our customers on their terms, and chat is a nice method and LiveAgent does a good job to make that happen.

Cons: Mobile app could improve a bit, it seems a little bit outdated. but otherwise I think it's a fine system.

Pros: Very easy to use and to navigate and the various features, unexpensable for my company´s customer support.

Cons: No pop-up notifications allowed. in the ticket management. When a coworker updates a ticket, it should be put in top of the newest tickets so we can now that there was na update right on the spot.

Pros: La simplicité de mise en place, les rapports paramétrables de suivi, la souplesse de base contact et la base de connaissances.

Cons: Le surcout pour l'IA qui n'est pas inclus dans le forfait de base et qui dépend d'un prestataire extérieur (FlowHunt) qui est pourtant dans le même groupe.

Pros: Most versatile and modern customer support tool we have been using for more than a decade already! We use it mostly for two customer support agents and all tickets management, follow ups, dashboard, has been working perfectly for us for years!

Cons: We got it in AppSumo offer so maybe pricing is something to check nowadays, although value is a no brain

Pros: It is an easy to use tool framework with multiple tools to enhance client support interaction. Fast onboarding of new employees using the tool

Cons: Not really much I can complain. The API integration could be more improved to implement the agent work in native applications