LiveAgent reviews

Quality video calls in place.

Opmerkingen: We have put it in place for online meetings and customer support systems.

Pluspunten:

Great on issue tracking and help find solution.Customer support system dashboard for easy reach and connection to services.

Minpunten:

I have more benefits as for now that nothing is missing in functionality.

HR Support with LiveAgent

Opmerkingen: LiveAgent is a fantastic tool for HR specialists. It's intuitive, feature-rich, and has greatly improved my workflow. The support team is also top-notch, always willing to help with any questions or issues.In conclusion, if you're an HR specialist looking to streamline your work and improve communication, LiveAgent is definitely worth checking out.

Pluspunten:

LiveAgent has made HR support a breeze with its user-friendly interface and robust set of features. Communication with employees and clients is seamless, thanks to the integration with multiple channels, including email, live chat, and social media. The ability to automate repetitive tasks has saved me a ton of time, freeing me up to focus on more strategic initiatives.

Minpunten:

On occasion, the software can be a bit slow, but it's not a major issue. The mobile app could also use some improvement, but it gets the job done.

answering my customers is more accessible

Pluspunten:

the tool is not complicated to use and very practical. it is fast and easy to use

Minpunten:

sometimes it bugs a little, but it's not much, compared to the usefulness of the tool, it's rather a good investment

This support desk software is fantastic

Opmerkingen: The availability of prefabricated responses is wonderful, and using them has allowed me to save a significant amount of time. I also like that I can make new fields to store specific bits of information about my customers.

Pluspunten:

Using LiveAgent, I can view the cases being worked on by my teammates in real time. LiveAgent has made it easy for me to monitor my team's progress and understand what problems each person is solving.

Minpunten:

There is no internal chat functionality on the LiveAgent platform. The service has eliminated all chat features save for those between the agent and the customer. This is an essential function, as we rely on third-party applications for data transfer and communication.

A Comprehensive and Reliable Customer Service Solution: LiveAgent

Opmerkingen: Overall, we have been really pleased with our experience using LiveAgent. It has enabled us to provide a high level of customer service and has been a great addition to our customer service team.

Pluspunten:

Using LiveAgent has been a great experience for our customer service team. We find it very user friendly, reliable and comprehensive - covering nearly all aspects of customer service. It has enabled us to quickly respond to customer queries and provide an outstanding customer experience.

Minpunten:

The only downside we have encountered with LiveAgent is the cost - it is slightly more expensive than some of its competitors. However, we believe that the features and benefits it offers make it worth the cost.

A Comprehensive and Superior LiveChat Solution

Opmerkingen: Overall, our experience with LiveAgent has been very positive. The comprehensive suite of features and integration with our other systems has allowed us to provide a much more efficient customer service experience. We've noticed an increase in customer satisfaction since using LiveAgent and would recommend it to anyone looking for an easy to use and comprehensive chat solution.

Pluspunten:

LiveAgent has been an invaluable addition to our customer service team. We've been able to provide a much more efficient and comprehensive chat service to our customers. It's easy to use, and the integration with our other systems has been seamless. We've noticed an increase in customer satisfaction since using LiveAgent.

Minpunten:

The only downside to using LiveAgent is the occasional lag when trying to connect with customers. This has been a minor issue, however, and the customer service team has been quick to address any issues we've encountered.

With LiveAgent customer care functions, customer satisfaction is always assured.

Opmerkingen: LiveAgent has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels.

Pluspunten:

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Minpunten:

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

Best of all time ever

Pluspunten:

I like because it is very easy to deploy or integrate in any website without any hassle. It gives great customer support experience to the customers. Using this same tool we can maintain emails, tickets and customers message very easily. Easy for us to resolve huge tickets with in span of time. Recommend tool for ticketing management. Customer care is very helpful always resolves queries in few hours.

Minpunten:

Pricing is little but costly then other tools available in the market. It needs to be reduced. Also sometime tool becomes laggy it needs improvements in performance.

Work flawless and efficiently

Pluspunten:

In terms of User Interface tool is very decent, responsive, fast and secure. Easy for us to integrate with applications. Easy to create and maintain tickets. Easy to perform every tasks related to customer support like reply using emails, issue tracking and much more. It delivers top notch experience to the customers who want to resolve queries without wasting in a queue. Easy for us to handling customer queries or issues as well. I’m loving it. Recommend tool from my side.

Minpunten:

Nothing as such negative points for me. It works well and gives responses to the customer issues very quickly and efficiently.

Our festival was a success thanks yo LiveAgent!

Pluspunten:

Using LiveAgent and integrate everything that needed to be covered and had everyone engaged in one platform was AMAZING! You can have everything in one place and nothing is left behind.

Minpunten:

Loved EVERYTHING! It made all the operations easier and successful.

Live-Agent is for you!

Opmerkingen: Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Pluspunten:

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Minpunten:

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Great Features & Great Speed

Opmerkingen: LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pluspunten:

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Minpunten:

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Excellent Support for My Customers With Room to Grow

Opmerkingen: This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pluspunten:

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Minpunten:

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Overwogen alternatieven: SherpaDesk en Spiceworks

Redenen om voor LiveAgent te kiezen: Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Overgestapt van: TeamViewer

Redenen om over te stappen op LiveAgent: Price and features

Live Agent has helped us to level up our customer service.

Opmerkingen: Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.

Pluspunten:

This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.

Minpunten:

It would be great if their was downloadable graphs and charts, and generally easier reporting.

Overwogen alternatieven: HubSpot CRM

Redenen om voor LiveAgent te kiezen: Cost and functionality

Overgestapt van: Zoho Desk

Redenen om over te stappen op LiveAgent: It was easier to use than software we trialled, it offered more features and was more cost effective, more importantly I could see that it was scalable.

Easy and helpful tool only for live chat services or live customer support

Opmerkingen: Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Pluspunten:

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent. One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Minpunten:

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Overwogen alternatieven: tawk.to

Redenen om over te stappen op LiveAgent: Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.

User-Friendly Helpdesk Software I have ever seen

Opmerkingen: Overall, LiveAgent has been a valuable asset to our business. It has greatly improved our customer service and support capabilities. The user-friendly interface and robust features make it a great choice for businesses of any size looking for a comprehensive live chat and helpdesk solution.

Pluspunten:

I have been using LiveAgent for over a year now and have been extremely impressed with its functionality and ease of use. The live chat feature has been a game changer for our customer service team, allowing us to quickly and efficiently assist our customers in real-time. The helpdesk feature is also top-notch, allowing us to easily track and manage customer inquiries and support tickets. The integration with other platforms such as social media and email is seamless.

Minpunten:

The only downside to LiveAgent is the cost. It can be a bit pricey for smaller businesses, but it is worth it for the comprehensive features and exceptional customer support.

Customer support is no more a headache

Opmerkingen: This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.

Pluspunten:

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Minpunten:

There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

Our customer support has enhanced with LiveAgent

Opmerkingen: After putting a number of various applications and software packages designed for help desk support through its paces, I have to say that my experience with LiveAgent is one of the simplest and most straightforward to date.

Pluspunten:

LiveAgent is what we use to reply to emails and chat with customers. The ability to organize support inquiries for our AU franchise by department and via the use of threads has been quite helpful. There isn't much complexity involved.

Minpunten:

I don't know whether this exists and I just haven't seen it, but it would be helpful to be able to look at agent activity in the past, including times when they were logged in but not actively responding to messages.

Lot's of Features at a Great Price Point.

Opmerkingen: A centralized solution for dealing with customer inquiries all in one integrated suite instead of cobbling together services.

Pluspunten:

Integration of Services: Help Desk, Live Chat, Call Center & Social Media all built into one suite of products. I was able to cancel 3 other services when I made the switch to LiveAgent.

Minpunten:

Doesn't directly integrate with my preferred email marketing software (mailer lite)although it can connect through zapier. No VOIP integration with Vonage so to use the voice functions I have to use a different provider.

Overwogen alternatieven: Freshdesk en Zendesk Suite

Redenen om over te stappen op LiveAgent: Nice features set at a very fair price point compared to the competition.

Amazing customer service help desk and knowledge-base combo

Opmerkingen: It is very very helpful overall so far. I and my team uses LiveAgent o a daily basis.

Pluspunten:

The main reason to select LiveEvent was the knowledge base system it has is like the deal breaker. This is the feature that competitors charge high or they don't even have it. Kudos to LiveAgent for that.

Minpunten:

the limitation of customization in header and background of the home screen. If we could upload header background image that could be great.

Overwogen alternatieven: Zoho Desk en HubSpot CRM

Overgestapt van: Zoho Desk

Redenen om over te stappen op LiveAgent: The ease of usability, free version and knowledge base with custom domain name.

Superb Software that can be used as a Multichannel Contact Center

Opmerkingen: happily been using the software for a while now. also LiveAgent has helped us increase our users satisfaction and revenue

Pluspunten:

Easy of use: The user interface is intuitive and super easy to learn even for none tech-geeks. We are able to use it on many of our websites eachwith their own KB, Forums and Ideas/Sueggestions sharing.

Minpunten:

Not much about cons really but just hoping to see telegram integration so we can manage support requests

Great Product and Great Customer Service

Opmerkingen: I've been pleased by both the product and the customer service!

Pluspunten:

While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Minpunten:

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

All-in-one support solution

Pluspunten:

I love LiveAgent! In the past, I always used the same communication channels for business and private, or at least they were on the same device. Situations like this were quite common: I wanted to have a Skype call with my best friend, and suddenly a customer notices that l am online and sends me support messages via direct message. My messages used to be all over the place, you have a phone call with a customer, suddenly you get a WhatsApp support request three days later. Or some customer who lives in a different time zone calls you at 3 AM because they forgot about where you live and you forgot to turn off your phone. With LiveAgent I am streamlining my entire communication. I created a [email protected] address for my domain and forward any incoming email to LiveAgent. | also linked my contact form on my website via Zapier to create an instant ticket. Instead of giving customers my Skype ID, I use the built-in video call feature in LiveAgent, so there are no unforeseen interruptions. Voice calls can be integrated as well including a real landline phone number, which is cool. The chat Widget can be fine-tuned to only appear under certain conditions, for example, if someone is spending 15 seconds or more on the pricing page. Overall this tool allows me to have strong boundaries and office hours with customers. | am going to use the second user account for my assistant and then use the routing emails to automatically assign all tickets to him. This dramatically frees up my time

Minpunten:

The design is slightly outdated and it was a bit complicated to find everything during setup.

LiveAgent: exclusive support for any circumstance or incident

Opmerkingen: As a company, we have found that creating tickets and using the LiveAgent chat to manage them has helped us much in meeting the needs of our clients and promoting our products and services in an expedient manner. We've been able to improve communication with our clients and boost our output as a result. Any business that uses LiveAgent to better serve their regular and prospective clientele will see a noticeable uptick in output as a result.

Pluspunten:

One of the many reasons I love using it is that I can use LiveAgent from any computer, tablet, or smartphone with a web browser. Because of its adaptability, user-friendliness, and low cost, it can achieve impressive productivity levels. It's incredibly user-friendly and offers complete visibility with minimal setup. The interface is straightforward and requires little in the way of prior knowledge or training to put to use. The program's intuitive and robust automation features make it particularly useful. I also appreciated how easily it created tickets in response to client incidents, requests, or concerns.

Minpunten:

LiveAgent is not the most user-friendly, but both the communication and the progress made thus far have been outstanding; it has many useful functions.

An Easy and dependable app

Opmerkingen: The Live agent has been a very essential app to our organization as it improved our response time to our clients which has improved our productivity.

Pluspunten:

This is an easy to use app which helps me in managing my clients perfectly. It helps me keep tabs on my clients with so many reporting features which I can actually choose from. I love the interface it uses to display clients information which is always on request.

Minpunten:

I was making use of this software and logged into two browsers, the first session was actually closed to my surprise and this happened a lot of time after that period. The software interface should also be upgraded by the developers as it looks more of an old app.