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LiveAgent OverviewUNIXBusinessApplication

What is LiveAgent?

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

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Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: October 2021

LiveAgent Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

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LiveAgent Reviews

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Daniel Lies
Head of Process Management at Immoveo gmbh
Real User
Top 10Leaderboard
Service level optimization is key as is the integrated email and chat functions

Pros and Cons

  • "Provides service level optimization."
  • "Connection to other softwares could be improved."

What is our primary use case?

We are a real estate management company and act as property managers on behalf of apartment owners. We have our own platform for data storage which covers contracts, finance, maintenance, etc. and we are constantly trying to increase the information on our database. We are considered premier customers of LiveAgent and receive early updates from the company. I am head of process management at our company. 

What is most valuable?

The system provides email and a chat function. It has many features which you can choose to implement as well as service level optimization which is a good feature. 

What needs improvement?

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system.

I'd like to see an improved  API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update. 

For how long have I used the solution?

I've been using this solution for three years. 

What do I think about the stability of the solution?

The solution is quite stable although it can be a little slow on some days. We've had a few times when the program hasn't worked but those were minor interruptions. 

What do I think about the scalability of the solution?

It's a scalable soluton. You can have as many agents and departments as you like - there are no limits. We don't host the solution so the results are coming from the live agents. There are 35 agents using this product in our company. It's our main solution and is used every day. 

How are customer service and technical support?

The technical support is quite good and they're helpful. If you go to liveagent.com they provide live support and you get fast feedback about your account. They check if the problem is on their side or ours, and solve things quickly. 

How was the initial setup?

The initial setup is very easy. You just put in your phone number and email address and you're ready to go. The optimization is simple to understand. You can display quite a lot which can seem a little complicated until you understand what you're doing. The first implementation was done externally and it took maybe an hour or two so it's pretty quick. If your goal is to have it as an email program and a ticket station, you can be ready to go in 20 minutes. 

What other advice do I have?

I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution. Every email, every phone call, contact with live agents and optimization costs. 

I would rate this solution an eight out of 10. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.