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Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.
Nothing so far, still looking for something to complain about.
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Customer Service Software - If Your're Looking for Basic
I really recommend LiveAgent.
Opmerkingen: We've learned a lot about how to cultivate consistent support through our efforts to increase external communication across departments. Using LiveAgent, we can respond more quickly to consumer questions and deliver greater chat service at all hours of the day. Using chat, email, and push notifications, LiveAgent allows businesses and their consumers to communicate in real time. As a result, organizations may see an uptick in income, customer satisfaction, and the quality of their client connections. I was able to provide superior service to my clientele, despite having just limited access to group chat, because of this tool. It has been quite beneficial to me.
Pluspunten:
With LiveAgent, I can manage all of my live chat assistance for clients from a single, centralized location. Restoring two-way communication with each consumer has been essential. The help desk staff is noted for their expertise in fine-tuning the software's many configurations. With LiveAgent, customers may have an instant conversation with a support representative to receive answers to their questions and issues resolved. Timely and relevant replies from LiveAgent have the potential to increase customer satisfaction and improve the quality of the service received as a whole. When consumers are happy, they are more inclined to come back and tell others about their experience.
Minpunten:
While a dedicated account manager would be ideal, we have found that using the website's chat function to resolve issues is quick and painless.
Reactie QualityUnit
2 maanden geleden
Hello Matthew, we appreciate your insightful review. It's nice to see how you value our centralized live chat assistance. The ability to provide instant responses and build strong relationships with your clients is at the core of LiveAgent. We're also very pleased that LiveAgent has shaped your approach to support, boosting overall client satisfaction and connection. These are earnest results we strive for! Thanks again for choosing LiveAgent. Keep rocking that customer satisfaction! - LiveAgent Team
Full-featured, All-in-one and powerful live-chat support platform.
Opmerkingen: My user experience is definitely great. I really like how this tool handles multiple business communication, including email, live chat, and social media on one single place. This allows us to provide excellent customer support service.
Pluspunten:
LiveAgent has been one of the most crucial and powerful tools we've been been using to boost our customers relationship and our ROI oflate. I really love how this tool is very user-friendly and easy-to-use generally for any one with or without any tech-savvy experience. The support is one of the most standout and highly effective thing with LiveAgent because they're very user-friendly and responsive 24/7. Using LiveAgent we've been able to increase our productivity and relationship with our customers and hence we've been able to meet most of their needs on time through the help of our support team.Through real-time live chat we've been able to attend to our customers queries on time and resolve a lot of problems on time rather than opening tickets which would take time. For this tool is a game changer and improve productivity of the service agents has been also added advantage.
Minpunten:
The only thing I should LiveAgent should consider is adding more integration options. Nevertheless everything else is great and moving on well.
Reactie QualityUnit
vorige maand
Hey Sai, Thanks for your thorough review. It's great you find LiveAgent crucial in boosting customer relationships and ROI. Our aim remains to be user-friendly and provide responsive, round-the-clock support. We're all about productivity enhancements and real-time problem resolutions to keep those customer relationships strong! Your note about more integration options is heard and appreciated. Switching to us from Freshdesk because of our cost-effectiveness and features truly validates our work. Making sure you have a great user experience while handling multiple business communications in one place is what we strive for. Many thanks once again, - LiveAgent Team
Eerder overwogen alternatieven:
Mediocre lifecycle management
Opmerkingen: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Pluspunten:
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Minpunten:
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
Reactie QualityUnit
2 jaar geleden
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
LiveAgent has greatly reduced support and ticketing time hence saving time and cost.
Opmerkingen: My user experience has been very phenomenal especially how the customer efficient and proactive towards our customers. This tool has greatly reduced support and ticketing time.
Pluspunten:
LiveAgent has been absolutely a game changing support platform that is very user-friendly and easy to use generally for all our staff in my organisation. This tool has been able to provide the best support services to all our clients hence making this tool great customer options, with real-time chat features that enables us to communicate and resolve issues for our customers easily and efficiently while saving a lot of hours.I have used lots of support system but LiveAgent is far beyond magical and very user-friendly and cost effective. I like that I am able to send chat invites to users while on my website. I like the UI which is great and intuitive simplifies the onboarding process for the new users.Support team is magnificent and beyond magical experience. They're very user-friendly and responsive 24/7. They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.
Minpunten:
For my small organisation sometimes when working under tight budget it's a bit disastrous because the price of LiveAgent is not that pocket friendly. Nevertheless this tool is great and has been so productive.
Reactie QualityUnit
2 maanden geleden
Hello Amanuel, Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :) - LiveAgent Team
I think LiveAgent is fantastic software
Opmerkingen: Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.
Pluspunten:
Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.
Minpunten:
If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.
Reactie QualityUnit
vorige maand
Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :) You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention! Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service. Thank you for being an awesome part of our journey! - LiveAgent Team
Excellent Customer Service for the Price
Opmerkingen: It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one.
Pluspunten:
LiveAgent's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard.
Minpunten:
If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? LiveAgent delivers just as advertised by devoting maximum real estate to its features.
Reactie QualityUnit
vorige maand
Hey there, It's great to hear that our customizability has been effective for your operations. It's our mission to provide a platform that can be tailored to suit unique business needs. On your point about our simple interface layout, we believe in function over flash to ensure a seamless user experience. We're glad that the transition to using LiveAgent has been beneficial in managing your message backlog. Also, isn't it amazing how variety in language options can open doors to diverse customer bases? Thanks for your kind words about our prompt technical support. We strive to keep this up! - LiveAgent Team
Excellent value for the money
Opmerkingen: Keeping track of time and generating reports is the biggest perk. In the past, we were flying blind, but now it only takes a few minutes to identify which divisions are overburdened and straining. Live chat has helped us speed up our responses to consumers.
Pluspunten:
We find the LiveAgent's ticketing system and knowledge base to be particularly useful due to the high volume of inquiries we receive. Our team members share tickets fairly, and they may communicate with one another to offer quick support. Self-service options are now available, allowing us to give support around the clock.
Minpunten:
The Only little issue I've had with LiveAgent is the way it indents replies to emails by using a >. This is something I can live with, and the benefits certainly exceed the drawbacks.
Reactie QualityUnit
2 maanden geleden
Hey Stely, We appreciate your feedback. It's great to hear how much our ticketing system has positively impacted your workflow, especially with your high volume of inquiries. It's all about helping your team communicate efficiently and providing quick support. Happy to know our self-service options are providing round-the-clock assistance to your business. Thanks for recommending us! -LiveAgent Team
Elevated Quality of Service for Customers
Opmerkingen: I think firms medium and large in size would benefit from using LiveAgent because of how intuitive it is.
Pluspunten:
LiveAgent is an indispensable tool for me to maintain tight relationships with my customers and my team. It's the finest platform for handling customer support requests since it's reasonably priced, has a straightforward user interface, and includes all the necessary tools.My interactions with clients have been simpler and more efficient as a result. aids our support staff in serving our clients more quickly and effectively.
Minpunten:
My team is functioning smoothly. Everything looks okay up until this point.
Reactie QualityUnit
2 maanden geleden
Hello Jana :) Appreciating your warm feedback, especially about how we've been instrumental in streamlining your interactions with your customers. Customer relationships are indeed crucial, and it's great to see LiveAgent adding value in that area. Glad to read that your team's operation is running without a hitch in our platform. Just to let you know, we are persistently working on enhancing our features to accommodate the growing needs of large-scale businesses like yours in the computer software industry. We can handle all those emails and teams you mentioned, we've got you covered! Once again thanks for choosing LiveAgent. - LiveAgent Team
Our support communications are centralized with LiveAgent
Opmerkingen: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.
Pluspunten:
It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.
Minpunten:
The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.
Reactie QualityUnit
2 maanden geleden
Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team
Effective customer service that really works.
Opmerkingen: The entire company is now using LiveAgent. We are utilizing it as an omnichannel sales and customer service platform for our four businesses. Customers get out to us via everything from traditional methods to instant messaging apps nowadays. Currently, we're utilizing it mostly for Facebook and email tickets, but we have plans to add support for Instagram and WhatsApp (both of which are still in development) very soon.
Pluspunten:
The ability to have conversations with users in real time has revolutionized our connection with them. We used to get a lot of tickets, but consumers may now save time by chatting with us when they need help. We polled our audience as well. We found that all users would rather have a live conversation with an agent on life support than submit a ticket, and that the major reason for this is because they can get their issues resolved right away rather than having to wait a day for a response.Our customer service response time records show that we're the fastest at fixing problems and getting people back to work. I have to mention that
Minpunten:
So far, neither my coworkers nor our customers have had any problems or concerns with the live chat option. It's refined to perfection, answering all of our concerns and meeting all of our requirements.
Reactie QualityUnit
2 maanden geleden
Hi Saskia, Thank you very much for your kind feedback. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied both with the system and the support provided by our team. Keep up the great work! -LiveAgent team
Highly Satisfied with LiveAgent Service
Opmerkingen: LiveAgent is an essential tool for any business that needs to provide quick and efficient customer support. The user interface is easy to use and the reporting features are comprehensive. The customer service team is always very responsive and helpful.
Pluspunten:
LiveAgent is an exceptional customer service tool that has completely changed the way we interact with our customers. The support team is incredibly helpful and always available to answer any questions we have. The dashboard is intuitive and user-friendly, and the reporting features are top-notch.
Minpunten:
LiveAgent can be slow to respond to certain requests and the cost of the service can be high for smaller businesses.
Reactie QualityUnit
5 maanden geleden
Hello Sumit! :) Thank you so much for your wonderful review and for sharing your experience with LiveAgent! We're thrilled that our platform has been a game-changer in how you interact with your customers and that our support team has been helpful to you. We understand that pricing can be a concern for smaller businesses. That's why we've recently introduced annual plans with pricing tiers suitable for businesses of all sizes. We believe this will help make LiveAgent more accessible to everyone. Again, we appreciate your feedback and are glad to have you as a satisfied user of LiveAgent. We'll continue working hard to provide you with the best possible customer service experience! - LiveAgent Team
LiveAgent is professional for agent and customer
Opmerkingen: It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.
Pluspunten:
Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.
Minpunten:
It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.
Reactie QualityUnit
vorig jaar
Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at [email protected] at any time! :)
B2B portfolio management
Opmerkingen: I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.
Pluspunten:
What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.
Minpunten:
I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.
Reactie QualityUnit
3 jaar geleden
Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)
Great customer service and simple ticketing software
Opmerkingen: If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.
Pluspunten:
I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.
Minpunten:
Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.
Reactie QualityUnit
vorig jaar
Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better. For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support. - LiveAgent Team
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.
Reactie QualityUnit
4 jaar geleden
Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)
Really useful, even on free plan
Opmerkingen: LiveAgent was a better upgrade for the support group in my team, however I must state that it does get pricey the more members you invite to the support panel, so its not recommended for teams that are on a budget or have excessively large customer support teams (i.e. more than five staff).Regardless, it is easy to set up the knowledge base, the live chat system, the support portal and the customer forums.
Pluspunten:
>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user)
Minpunten:
>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan
Reactie QualityUnit
4 maanden geleden
Thank you for taking the time to share your feedback on LiveAgent. We're thrilled to hear that you have been satisfied with our solution. We understand that our free plan comes with certain limitations, including ticket history and integrations. However, it serves as a launchpad for businesses seeking basic functionality. Our aim is to deliver value through our diverse features and services for every budget; hence, we offer various plans ranging from $9 to $69 per month, tailored to each organization's requirements. By upgrading to one of our paid plans, users can unlock all of LiveAgent's features to fully accommodate their specific needs. Thank you again for your feedback and please remember that we are always here for you and you can reach out to us via chat on our website if you ever need any assistance or have questions.
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.
Reactie QualityUnit
3 jaar geleden
Many thanks for your amazing feedback, Shelby! :) It means a lot to us and it makes us extremely delighted to hear that you find LiveAgent and our customer support great! I am also very glad that you are using all the features you mentioned! I personally love chat transferring as well because I can always get a hold of someone who can help and answer the customer's queries in case the chat got to the wrong department! Feel free to shoot us with any suggestions on improvements at [email protected]!
The CRM Goldilocks Would Have Chosen
Opmerkingen: Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.
Pluspunten:
Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway LiveAgent exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most: - Unique ticket IDs make for easy tracking and reference in and outside the LA environment - Assigning tickets to others have allowed us to streamline time spent by experts - Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message - A decent array of Plugins helped us coordinate our customer service options and follow-through - Contact form customization is relatively intuitive and has gone a long way to help build customer trust - Customer Portal option was a nice touch, even if slightly clunky and less than user friendly
Minpunten:
Overall we're quite pleased. If we had the option, we'd love to see the following addressed: - Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off. - Minor issues like being unable to remove flags from threads and small UI things like this. - More support for other SaaS email providers like Klaviyo. - Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server.
Reactie QualityUnit
4 jaar geleden
Hello Andrew, thank you for your complex and honest review! I am excited to hear that LiveAgent is helping you to handle the tickets in a more efficient way and that your customer satisfaction has gone up after making our software exclusive in your communication with customers :) The confirmation window when performing a mass action is shown by default, in order to prevent any unwanted actions triggered by any misclicks. Regarding the mail provider, you can connect any email address regardless of the provider by Forwarding or IMAP/POP3 :) The app wasn't working because a new version of it was released but our developers have already updated all the accounts so it is working with no problem now. I understand that the mobile app can be limiting, for instance not being able to use the predefined answers, but our developers are working hard every day to make it better :) You can send us any suggestions for improvement at [email protected] :)
The support from LiveAgent is absolutely great. Live chat+ help desk solution.
Opmerkingen: My overall experience is great. I like the ability to configure the system to use in multiple departments.
Pluspunten:
LiveAgent is used in our customers support department and we also use it to communicate with our customers making helpful and fast support. This tool is very user-friendly and easy to use by anyone in my team. I like this solution because it's fast to address problems of making the connection between customers who have issues and it's easy to direct them to available agents to help them. Great support.
Minpunten:
I think the reporting features should be enhanced to allow more detailed and less generic reports.
Reactie QualityUnit
vorige maand
Hello Christopher, It's always refreshing to hear positive feedback from our users. We agree, the ability to swiftly connect customers to available team members is one of LiveAgent's extensive benefits. The aim is to make customer support a breeze for our users, and it's wonderful that our vision aligns with your experience. Your suggestion on enhancing the reporting feature is duly noted. We continuously strive for improvement and will take this suggestion to heart. Pleased to hear your overall experience is great and that LiveAgent's configurability has been beneficial for multiple departments in your organization. Thanks for your feedback and for choosing LiveAgent! - LiveAgent Team
Customer care solution at the peak. LiveAgent is the surest help desk software.
Opmerkingen: The overall experience that LiveAgent has given us has been very satisfying and worthy. It has delivered to us more than we could ask for when it comes to customer support. Its has proved to be a vital Help Desk tool for customer care and support services making it easy for us to connect to customers and solve their issues quickly.
Pluspunten:
I really like the customer support available in LiveAgent, The support team is always 24/7 hours available to assist you and answer any questions you have. It is a flexible and robust tool that allows you to integrate it with your communication products Facebook, Twitter, Mail, Instagram among many others making it convenient for your customers to reach out to you and for you to connect to them easily. The live chat function has excellent chat features which makes it very useful and always prove to be helpful as it makes it fast and easy for you to interact with your customers. It is easy to use for both you as the user and for your customers. It allows you to deliver personalized customer support services to your customers allowing you to reach out to all your customers at personal level depending on their specific needs. It gives you an option to include self-support function in your customer portal to by including knowledge-base articles for your customers.
Minpunten:
I like all the features made available at LiveAgent. They all work incredibly and am all satisfied with each and every single of them . There is nothing that i like least about it.
Reactie QualityUnit
7 maanden geleden
Hello Robert! Thank you for your positive feedback about your experience with LiveAgent! We're thrilled to hear that our help desk tool has exceeded your expectations and made it easier for you to connect with customers. We're committed to have a great customer service product and we are glad that we've been able to deliver on that promise for you. - LiveAgent Team
LiveAgent allows the user to submit report requests
Opmerkingen: I use LiveAgent on several jobs that are managed. We work with people within each of these companies. LiveAgent gives us access to all of the emails while designating how people have access to them, depending on the company we work for. LiveAgent is perfect for anyone who has multiple people and needs support tickets to move between different departments and individuals. The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.
Pluspunten:
Support features make it possible for users to submit enhancement requests and choose the ones that matter most to them. In addition, it gives us the opportunity to have a discussion with the user as we implement and review a feature. The conversation can be publicly accessible by searching our knowledge bank. The conversation service works well and generates many excellent compliments from our users at the end of the conversation. Of the ninety-eight percent of those who chat with us, management will know how our customer service is doing.
Minpunten:
The mobile version has some flaws, but when it is up and running, at least it allows you to read and respond to emails. Examples of errors include not being able to move the ticket to another sector. Also, the feasibility of incorporating an administrator log in would be helpful in the mobile version. A couple of times, when solving a ticket, the website will not show the entire list of remaining posts. In spite of the fact that, when moving, tickets come up, so it's not a big difficulty, however I would like to observe if it is sanitized.
Reactie QualityUnit
vorige maand
Hey there! Sounds like you've been making great use of the support features. We agree, engaging discussions while implementing and reviewing features can be super beneficial. We've noted your feedback about the mobile version. We're continuously working on tweaks and improvements to make it more seamless. It's always a good sign when our tool is making ticket management between different departments and individuals easier. That's the kind of efficiency we aim for. Thanks for your valuable insights. - LiveAgent Team
Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software.
Opmerkingen: The experience from our end has been a reliable one. From implementation to usage, LiveAgent has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer.
Pluspunten:
LiveAgent dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.
Minpunten:
LiveAgent ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added.
Reactie QualityUnit
6 maanden geleden
Hello Faith! Thank you for your review of LiveAgent! It's awesome to see that our effort to make the platform reliable and easy to use is paying off :) Keep up the good work! - LiveAgent Team
Great ticketing and live chat customer service tool.
Opmerkingen: I like that LiveAgent has the ability to show real-time customer support engagement and able to resolve challenges on real-time. I also like it's easy to integrate it with social media platforms to streamline customers communications.
Pluspunten:
LiveAgent is absolutely one of the top-notch customer service tool with best-in-class customer support team. It's very easy to use and understand everything within a short period of time. It's implementation was absolutely easy no time wasting. I love the security features which make sure all our customers data is well protected. I also like the live chat features which ensures we offer top-notch support to our customers on real-time base so it becomes easy to engage and communicate effectively. Overall it's a fantastic customer service tool that must have for every organization looking for the best customer service tool at cost effective.
Minpunten:
The support team makes sure all the minor challenges are easily resolved instantly. For my case I don't have any challenge so far so good.
Reactie QualityUnit
3 maanden geleden
Hi Santosh! Thanks for your awesome feedback. We're glad to hear you appreciate the ease-of-use of our tool. Seamless communication is indeed one of LiveAgent's core elements. Our goal is to make interaction with customers as smooth as possible. It's great to note that you haven't had any challenges with our software and love the security features, we always strive to keep your data safe. - LiveAgent Team
Eerder overwogen alternatieven:
The solution that overcame competition at high speed
Opmerkingen: Great value for the money.
Pluspunten:
It saves us tons of time, its user friendly and extremely efficient. Good connectivity with other apps.
Minpunten:
Hard to do tailoring to our very specific needs
Reactie QualityUnit
4 jaar geleden
Hi there, Thank you very much for your feedback! We are so pleased to hear that LiveAgent has been able to meet most of your needs and make your work-life a little bit easier. That said, no software is ever perfect and our team works hard every day to further improve the software and pack it full of new integrations and plugins to truly meet every need out there. Stay tuned for more updates coming your way!
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.
Reactie QualityUnit
8 maanden geleden
Hello Oriola! We are happy to hear that LiveAgent has been a valuable tool for your company in meeting the needs of your clients and promoting your products and services. It's always satisfying to know that our platform is helping businesses like yours achieve their goals. Thanks for sharing your positive experience and we look forward to continuing to support your success. - LiveAgent Team
