LiveAgent: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: LiveAgent
Brand: LiveAgent
Rating: 4.59 (12773 reviews)

4.59 5

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(12773)

LiveAgent Product Overview

"LiveAgent is an all-in-one help desk and customer support software that provides businesses with a comprehensive omnichannel communication platform. It combines ticketing, live chat, call center, and social media integration to streamline customer interactions. Key Features: • Multi-Channel Ticketing System – Converts emails, chats, calls, and social media messages into tickets for easy tracking. • Live Chat – Real-time chat with advanced features like proactive chat invitations and chat routing. • Call Center Integration – VoIP-based call center with IVR, call recording, and automated callbacks. • Social Media Support – Integrates with Facebook, Twitter, Instagram, and Viber for direct customer interactions. • Knowledge Base & Self-Service Portal – Helps businesses create FAQs, articles, and community forums. • Automation & Rules – Smart workflow automation, SLA management, and canned responses. • Internal Collaboration – Agent collision detection, internal chat, and notes to improve teamwork. • Customer Portal – Customizable self-service options with ticket history access. • Reporting & Analytics – Real-time performance reports, customer satisfaction ratings, and agent performance tracking."

Key Insights

LiveAgent offers comprehensive helpdesk management capabilities, including live chat, ticketing, call center functionality, and a customer service portal. It supports multiple communication channels, including email, social media, and internal messaging. The platform is limited by its relatively high price point, and integration with other business tools could be expanded.

LiveAgent's knowledge management capabilities allow for the creation and customization of comprehensive knowledge bases, serving as a central resource for customers and agents. The system facilitates the seamless integration of knowledge bases with other channels, such as tickets, chats, social media, and user forums. While LiveAgent offers robust knowledge management features, it lacks the ability to restrict knowledge base access to specific clients.

Product Business Settings

LiveAgent is popular in Information Technology And Services, Internet, and Computer Software industries and is widely used by Small Business, Mid Market, and Enterprise.

Integrations

Marketing Automation

CRM

Other Demand Generation

Email Marketing

How satisfied the customers are with LiveAgent use-cases

Reviews

"...Having e-mails, live chat, social media posts, and even phone calls in one place is great tool for great customer care...." Peer review by Lukasz K, Owner, Internet

LiveAgent Customer Insights, Testimonials and Case Studies

What benefits does LiveAgent offer for Helpdesk Management?

"...We use for emails, tickets, call center and social media, all in one platform and accessible from your phone...." Peer review by Alexandra F., Head of Sales&Marketing, Health, Wellness and Fitness

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How efficiently Does LiveAgent manage your Knowledge Management?

"...I like that I can have all the multi-channels (social media, knowledge base, ticket system, live chat)..." Peer review by Lynette C., Manager of Sorts, Information Technology and Services

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What benefits does LiveAgent offer for Engagement Management?

LiveAgent facilitates customer engagement by providing a centralized platform for managing interactions across multiple channels, including chat, social media, email, and phone calls. The software offers a ticketing system for tracking and responding to customer queries, enabling agents to provide follow-ups and ensure customer satisfaction. LiveAgent's capabilities are limited by the lack of pre-configured rules, necessitating manual setup of ticket notifications, follow-ups, and automations.

"...I have created a rule to automatically re-open replied email, so when customer don't reply me, ticket automatically opens in 3 days (I created a rule like this in LA), so I send followup to the customer again as a reminder...." Peer review by Hari P, Founder

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Why is LiveAgent the best choice for Contact List Management?

LiveAgent enables businesses to manage customer contacts effectively by providing a central platform for communication. It allows agents to track interactions across multiple channels, including live chat, phone calls, and email. This consolidated view facilitates efficient customer service and strengthens relationships. LiveAgent's contact management capabilities may be insufficient for businesses that only require a simple contact form and infrequent customer interactions.

"...Creating all points of contact that customers can use to contact us whether its email or live chat ...." Peer review by Marc T

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What benefits does LiveAgent offer for Communication Management?

What is LiveAgent?

LiveAgent is an all-in-one help desk and customer support software that provides businesses with a comprehensive omnichannel communication platform. It combines ticketing, live chat, call center, and social media integration to streamline customer interactions.

What is LiveAgent used for?

LiveAgent is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Engagement Management .

What are the top features of LiveAgent?

Ticketing, Recording and Personalization are some of the top features of LiveAgent.

Who uses LiveAgent?

LiveAgent is used by Information Technology And Services, Internet and Computer Software among other industries.

What are LiveAgent alternatives?

Cayzu Help Desk, Service Creatio, Vision Helpdesk and Remote Support Desktop are popular alternatives for LiveAgent.

Where is LiveAgent located?

LiveAgent is headquartered at Bratislava Vajnorska.

11 buyers and buying teams have used Cuspera to assess how well LiveAgent solved their Help Desk needs. Cuspera uses 12773 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.