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Reviews filteren (1.052)

Barney B.
Barney B.
Head of Marketing in VK
Geverifieerde LinkedIn-gebruiker
Bouwmaterialen, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Great Features & Great Speed

5 2 jaar geleden

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

2 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! :)

Jacob W.
Jacob W.
Senior Customer Service / Technical Writer in Canada
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Excellent Experience Overall - I Recommend LiveAgent

4 2 jaar geleden

Opmerkingen: The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Pluspunten:

For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Minpunten:

Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

Overwogen alternatieven: Freshdesk en Zendesk

Redenen om over te stappen op LiveAgent: Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.

Reactie QualityUnit

2 jaar geleden

Hi Jacob, Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

Daisy L.
Head of Product in VK
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Very useful product at a reasonable price

4 2 weken geleden Nieuw

Opmerkingen: We were managing customer support via a shared inbox, so it was a big shift to LiveAgent. It has been easy to set up and has brought a lot of benefits around visibility and tracking. Everyone I've dealt with at the company has been great.

Pluspunten:

Super easy to set up. Solid ticketing system that does everything we needed and feels like it can grow with us. Also integrates with our Slack so we never miss a ticket.

Minpunten:

Some of the UI is a little bit un-intuitive, but their support has been excellent when I've needed help. I'd love the styling on the knowledge base to be a bit nicer.

Overwogen alternatieven: Freshdesk en Kayako

Redenen om over te stappen op LiveAgent: Got the features we needed at the best price.

Reactie QualityUnit

6 dagen geleden

Hello Daisy! :) Thank you for your feedback. It's one of our priorities to keep LiveAgent easy to set up as well as to keep adding integrations such as Slack so our customers can use LA along with any software they need for their business to grow. - LiveAgent Team

Alberto I.
Operations Director in Spanje
Marketing en reclame, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Mediocre lifecycle management

3 2 maanden geleden Nieuw

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.

Overwogen alternatieven: Zendesk en Zoho Desk

Redenen om over te stappen op LiveAgent: price affordable and worthy features

Reactie QualityUnit

2 maanden 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.

Geverifieerde reviewer
Administrative staff in Nigeria
Geverifieerde LinkedIn-gebruiker
Overheidsadministratie, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

An Easy and dependable app

4 3 maanden geleden

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.

Reactie QualityUnit

3 maanden geleden

Hello, thanks a lot for your kind feedback! :) We are glad to see that you are happy with LiveAgent. You know that we are here for you 24/7 whenever you need any help or guidance :) -LiveAgent team

Kimberley R.
Live Chat Team Manager in VK
Bouwmaterialen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Excellent system-easy to use and train staff on

5 2 weken geleden Nieuw

Pluspunten:

I love this system, we have been using it for years and I really enjoy how easy it is to use and maintain, I find it easy to train new staff and implement customer strategies.

Minpunten:

I often find the web traffic reporting to be slightly off but that isn't a big deal in our area of work.

Reactie QualityUnit

6 dagen geleden

Hi Kimberley. Thank you ! We are always thrilled to receive a 5-star review :) Happy to have you with us! - LiveAgent Team

Mark T.
Manager in Slowakije
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Best helpdesk software with great customer support

5 vorige week Nieuw

Opmerkingen: Communication with customers is very smooth and organized with LiveAgent. I recommend it for any size of company.

Pluspunten:

Setup was easy and it was ready to use within minutes. Wmail accounts were connected succesfully right after that. Some special integrations were a bit tricky but their customer support resolved that right away.

Minpunten:

So far we haven't found anything we dislike.

Reactie QualityUnit

6 dagen geleden

Hi Mark! Thank you for your 5-star review! We are thrilled to have you with us :) - LiveAgent Team

Dirk B.
CEO in Duitsland
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

excellent software for ticketing, help desk, knowlege base, online chat and whole customer service

5 2 weken geleden Nieuw

Opmerkingen: Software is easy to use, very stable with little maintenannce, excellent support

Pluspunten:

easy to use, excellent support, has almost eery feature we need, different role for our agents, smenatic search through database, when searching and so on

Minpunten:

integration passwords and acces with CRM software and CMS software

Reactie QualityUnit

2 weken geleden

Hello Dirk! We're happy to have you with us and that your experience with LiveAgent and our support is positive. We are here for you 24/7 via chats or email should you have any questions :) - LiveAgent Team

Prashant M.
director in India
Gezondheid, wellness en fitness, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Perfect software

5 2 weken geleden Nieuw

Opmerkingen: as e-commerce and new start-up it helps to built good communication towards buyer

Pluspunten:

it helps live to resolve our buyer query regarding our product and services

Minpunten:

payment ,always payment get declines then we do have to use alternative method i suggest they find some new gateway

Reactie QualityUnit

vorige week

Hi Prashant! Thank you for leaving a 5-Stars review for LiveAgent. Happy to have you with us :) Should you encounter any issues with payments, our Customer service team is here for you 24/7 via chats or email, such issues are very rare and usually resolved very quickly. - LiveAgent Team

Miro S.
Technician in Tsjechië
Gezondheid, wellness en fitness, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Easy to implement, easy to use

5 4 weken geleden Nieuw

Opmerkingen: LiveAgent allows us to manage tickets and incident very efficiently.

Pluspunten:

The implementation was very seamless and with the online support 24/7 we were ready in no time. The mobile app is also quick and easy to use. There are plenty of options for automation, which was one of the main reasons we went for LiveAgent.

Minpunten:

Some of the functions are deeper in the menus, but it's only a matter of getting familiar with the interface.

Overwogen alternatieven: Freshdesk en Zendesk

Redenen om over te stappen op LiveAgent: 24/7 support proved to be very valuable.

Reactie QualityUnit

vorige week

Hi Miro! :) Thank you for leaving a 5-Stars review! We are happy to see that LiveAgent's automation is helping you with your everyday tasks. - LiveAgent Team

Alfredo J.
Alfredo J.
Director in Panama
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Huge platform with many possibilties.

5 9 maanden geleden

Opmerkingen: I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

Pluspunten:

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Minpunten:

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

Reactie QualityUnit

9 maanden geleden

Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]

Shelby W.
Customer Service Manager & Internal Operations Manager in Zwitserland
Vrije tijd, reizen en toerisme, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great Product and Great Customer Service

5 2 jaar geleden

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

2 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]!

Frederico L.
Head of Customer Service in Letland
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great cooperation with Liveagent

5 2 jaar geleden

Opmerkingen: So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

Pluspunten:

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Minpunten:

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

Overwogen alternatieven: LiveChat en Zendesk

Redenen om voor LiveAgent te kiezen: The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Redenen om over te stappen op LiveAgent: They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Reactie QualityUnit

2 jaar geleden

Hi Frederico, Thank you very much for such an excellent review. We are so pleased that LiveAgent continues to be the right fit for you and your company after more than two years! Our team is happy to hear you have been satisfied with the support and that we have been able to take care of any issues along the way. Stay tuned for more updates coming your way to make LiveAgent even better. Happy to have you on board!

Sebastián B.
Sebastián B.
CEO in Uruguay
Geverifieerde LinkedIn-gebruiker
Vrije tijd, reizen en toerisme, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

How did a Uruguayan start up decide to hire LiveAgent?

5 2 jaar geleden

Pluspunten:

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers. As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted. Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want. In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc. When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

Minpunten:

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me. So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

Reactie QualityUnit

2 jaar geleden

Thank you very much for your complex and kind review, Sebastian! We appreciate it a lot and we are very thrilled to hear that you chose LiveAgent after doing your research! We make sure that LiveAgent is available and affordable to any kind and size of a business and we certainly do not want to tie down our clients, therefore the billing system works on a monthly basis, even the billing itself is very flexible as you can upgrade and downgrade the plan whenever in a month you need and you can also create and delete agents on the go. If you have a high season or a peak week in a month then there is no issue in having more agents only those certain days out of the month, we will always charge you only for your real usage :) I suppose that you already have everything set up but know that you can always reach out to us should you be thinking of implementing anything new! Our support team is there for you 24/7 :) Keep up the great work, Sebastian! :)

Roberlandy V.
Roberlandy V.
CFO in Uruguay
Geverifieerde LinkedIn-gebruiker
Vrije tijd, reizen en toerisme, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy tool to keep track of information

5 2 jaar geleden

Opmerkingen: We have greatly improved cross-communication between teams. We avoid conversations, calls and emails centralizing everything on the ticket to work. This increases team morale by increasing efficiency and positively impacts the satisfaction of our customers.

Pluspunten:

In the travel and tourism industry there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that LiveAgent is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way. We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks. In this time where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools. And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.

Minpunten:

Honestly, with the ability to personalize the software, if there is something I do not like, it is because we have not configured it well. We have always been able to consult the support team about application ideas and have received answers and options according to our needs.

Reactie QualityUnit

2 jaar geleden

Thank you so much for your kind and complex feedback, Roberlandy! :) We appreciate it a lot and we are super thrilled to hear that LiveAgent is helping you to manage your work in an easier and more efficient way and that it is also helping you with the cross-communication between your teams! LiveAgent was developed in a way that any kind and size of business would be able to configure it according to their needs, Just know that you can always reach out to us, should you need any help or answers to your questions! :) Our support team is always here for you :)

Federico V.
Federico V.
CCO in Uruguay
Geverifieerde LinkedIn-gebruiker
Vrije tijd, reizen en toerisme, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

B2B portfolio management

5 2 jaar geleden

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

2 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! :)

Mato g. (.
Mato g. (.
Chief growth officer in Slovenië
Geverifieerde LinkedIn-gebruiker
Kantoorbenodigdheden, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

The solution that overcame competition at high speed

5 2 jaar geleden

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

Overwogen alternatieven: HubSpot CRM, Freshdesk en Zoho Desk

Redenen om voor LiveAgent te kiezen: Preffered compatibility and ux efficiency

Overgestapt van: Zendesk

Redenen om over te stappen op LiveAgent: was most efficient and tailored to our needs

Reactie QualityUnit

2 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!

Vanessa C.
CEO in Canada
Consumentendiensten, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Excellent Customer Service & Support and a Tried and Tested System

5 2 jaar geleden

Opmerkingen: I'm really impressed with the capability and options available in live agent, without having to pay an arm and a leg. They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.

Pluspunten:

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself. The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients.

Minpunten:

I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs.

Overwogen alternatieven: Crisp en Zendesk

Redenen om over te stappen op LiveAgent: Cost, all-in-one solution without needing to pay additional for what should be included services. Features. Their reputation and experience in the industry. They are a well known platform that has been around for a long time.

Reactie QualityUnit

2 jaar geleden

Hi Vanessa! Thank you for your generous review. LiveAgent team is always here for you in case you need any help - that is why we have active online support which is trying to make your life a little by easier. We believe that there is no point leaving you without the needed assistance :) In case you would like to give us some suggestion regarding the part where you are mentioning "I found the software is a bit dated" feel free to evaluate and send us your perspective at [email protected] - we are always open to ideas.

Christopher W.
Founder & President in VS
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great all in one solution.

5 2 jaar geleden

Opmerkingen: Overall, we have one product for web, email, chat, and phone support.

Pluspunten:

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Minpunten:

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Overwogen alternatieven: Crisp en Conversational Cloud

Redenen om voor LiveAgent te kiezen: We found the package of features more substantial and the price was excellent.

Overgestapt van: Crisp

Reactie QualityUnit

2 jaar geleden

Hi Christopher, thank you for your honest feedback! I am very glad to hear that you have managed to set everything up according to your needs as LiveAgent was developed in a way that each customer can custom the whole automation part and other features to their needs as we understand that business can be different from one to another :) Feel free to shoot us an email at [email protected] with suggestions on improving the UI or any other suggestions you might have! We would be more than happy to pass that on our developers :)

Andrew W.
Operations Manager in VS
Kleding en mode, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The CRM Goldilocks Would Have Chosen

5 2 jaar geleden

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

2 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] :)

Francisco A.
technical director in Spanje
Beveiliging en opsporing, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The software that has changed our relationship with customers

5 2 jaar geleden

Opmerkingen: LiveAgent has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company

Pluspunten:

The positive points are many but the main ones are - Excellent technical attention (they attend quickly to any consultation) - Easy to manage - Supports multiple languages - Quite configurable - Complete options for technical support - We have managed to integrate some other services - Everything is customizable: emails, answers, FAQs, etc - The email response system is almost instantaneous and works perfectly

Minpunten:

Some negative points or points that need improvement: - Some customization options are missing - The database of frequently asked questions needs to be improved - We've never managed to use live chat - When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there - The aesthetics of dashboarding are still a little old - A web widget is missing (not wordpress) - The configuration of the emails is not very intuitive

Overwogen alternatieven: Zendesk

Redenen om voor LiveAgent te kiezen: We changed because there were failures. Sometimes the emails never arrived, or our responses were spammed. Other times, it was a problem of limited functionality

Redenen om over te stappen op LiveAgent: The prices are very expensive because to the base price you have to add a lot of complements that add up and add up, raising the price a lot. It seems to be a good platform but, besides, it has never answered several queries we made before paying (it seems that trial users are not served but we can't risk not being served either when we pay)

Reactie QualityUnit

2 jaar geleden

Hi Francisco, Thank you very much for your honest feedback. We are glad to hear LiveAgent has been able to make your day-to-day work life a little easier. That said, we are aware no software is ever truly perfect - our team works hard every single day to further enhance and improve the software to truly match every need on the market. Don't hesitate to send us an email at [email protected] should you need any help at all and stay tuned for more updates!

Robert S.
Assistant Client Services Supervisor in Canada
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Live-Agent is for you!

4 2 jaar geleden

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.

Reactie QualityUnit

2 jaar geleden

Dear Robert, thank you very much for your honest and complex review! We are very happy to hear that LiveAgent is helping you in your day to day work and that you are using all the features -tags, custom filters, folders, etc. to help you find anything that you need! We understand that managing a business is not an easy thing and that is why we wanted LiveAgent to speed up things for you and your employees. Either when replying to a ticket, where you can use our features of "Canned messages" and/or "Predefined answers" and templates, or filters tags, etc. that help you look for any ticket you need and also not to forget the feature of "Recent tickets" where you can see all the previous tickets with a specific contact directly in the ticket without having to go back to the main inbox. Regarding the bloated email chains, I can pass this on to our developers. Feel free to shoot us an email at [email protected] if you have any idea of how exactly you would like it to work! :)

Geverifieerde reviewer
Head of Customer Care in VK
Geverifieerde LinkedIn-gebruiker
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

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

5 2 jaar geleden

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.

Reactie QualityUnit

2 jaar geleden

Hello, we are glad that your overall volume of work has decreased thanks to LiveAgent. We are happy that you are on board with us. It's great to be part of such a great crew! Have a good days :)

Guy N.
Owner in België
Kunst en nijverheid, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

5 2 jaar geleden

Opmerkingen: The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Pluspunten:

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone. I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Minpunten:

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Overwogen alternatieven: Freshdesk

Redenen om voor LiveAgent te kiezen: We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Overgestapt van: Help Scout

Redenen om over te stappen op LiveAgent: There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

Reactie QualityUnit

2 jaar geleden

Hello Guy, thank you very much for nice review. We appreciate it. Have a nice day :)

Sergey V.
uKit in Rusland
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

I like Live Agent as a product and environment for the work of the support team.

4 5 jaar geleden

Opmerkingen: Pros: easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app
What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)
We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Pluspunten:

easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app

Minpunten:

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it)