I have used TurboTax for years and it has become even more user friendly. I have not needed to use a live agent to help me but my tax return is pretty simple.
I really do like Turbo Tax, but it wasn't free as promised, I had to pay for filing Federal, State and another charge for a total of $128.00, That's not free. Didn't like that at all, tried to go back and I was still charged.