LiveAgent: Use-Cases, Insights and Reviews | 2025 Cuspera

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

4.59 5

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(12773)

LiveAgent: Help Desk & Live Chat Software

LiveAgent Overview

LiveAgent offers simple customer support software for teams. Great customer service is achieved with better help desk tools, and setup takes just 5 minutes.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Engagement Management, as the business use cases that they have been most satisfied with while using LiveAgent.

Other use cases:

Contact List Management
Communication Management
Call Recording
Customer Feedback Management
Social Media Management
Training & Onboarding
Rating And Review Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using LiveAgent.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Digital And Social Presence
Enter New Markets Internationally Or Locally
Improve ROI
Improve Efficiency
Scale Best Practices
Launch New Products
Grow Market Share
Improve Visibility
Improve Brand Engagement
Build Brand Awareness

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LiveAgent Use-Cases and Business Priorities: Customer Satisfaction Data

LiveAgent works with different mediums / channels such as Chat. Phone Calls. Social Media etc.

LiveAgent's features include Ticketing, Recording, Personalization, etc. and LiveAgent support capabilities include Chat Support, Email Support, Phone Support, etc. also LiveAgent analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Centralized customers contact thorugh Email, Social Media, Voice and LiveChat, also tracking each interaction with us for getting better results...." Peer review by Internal Consultant

LiveAgent, Cayzu Help Desk, Service Creatio, NABD, Vision Helpdesk, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for LiveAgent

Top Industries

Information Technology and Services
Internet
Computer Software

Popular in

Small Business
Mid Market
Enterprise

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

Comprehensive Insights on LiveAgent Use Cases

What benefits does LiveAgent offer for Helpdesk Management?

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.

"...You can customize the look and feel of your support desk and live chat...." Peer review by Kim B, CEO and Corporate WordPress Web Developer

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How efficiently Does LiveAgent manage your Knowledge Management?

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.

"...It has the live chat, knowledge base and social inbox and plenty of options for customizing including adding a custom domain...." Peer review by Lica M, Director of Operations, Marketing and Advertising

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How can LiveAgent optimize your Engagement Management Workflow?

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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What benefits does LiveAgent offer 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.

"...More features we use: create contact, redirect contacts into groups, add tags, SPAM filters, canned or predefined answers...." Peer review by Katarína R., Sports

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What solutions does LiveAgent provide for Communication Management?

LiveAgent provides a comprehensive communication management solution, enabling users to engage with customers across various channels, including email, live chat, social media, and phone. The platform centralizes communication, automating ticket creation and storage. LiveAgent lacks real-time offline messaging functionality, which can be frustrating for users seeking instant communication.

"...Use of LiveAgent has made it possible to monitor the emails for Quality Purposes and Productivity...." Peer review by Janus V, Operations Manager, Financial Services

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60+ more Business Use Cases

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.

Frequently Asked Questions(FAQ)

for LiveAgent

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.

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.

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 .