Over LiveAgent

Geweldige klantenservice begint met betere helpdesksoftware. Win meer klanten door uitstekende klantenservice te bieden met LiveAgent.

Meer informatie over LiveAgent

Pluspunten:

Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.

Minpunten:

Nothing so far, still looking for something to complain about.

Beoordelingen van LiveAgent

Gemiddelde score

Gebruiksgemak
4,5
Klantenservice
4,7
Functies
4,6
Waar voor je geld
4,7

Waarschijnlijkheid van aanbeveling

8,9/10

LiveAgent heeft een totaalscore van 4,7 van 5 sterren op basis van 1.330 gebruikersreviews op Capterra.

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Reviews filteren (1.330)

SHAWN
Sales
Geverifieerde LinkedIn-gebruiker
Consumentengoederen, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Customer Service Software - If Your're Looking for Basic

4,0 2 jaar geleden
Bijschriften in het Nederlands beschikbaar in de videospeler
Brian
Brian
Digital Marketing Manager in VS
Geverifieerde LinkedIn-gebruiker
Consumentengoederen, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Quality video calls in place.

5,0 vorige maand Nieuw

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

vorige maand

Hi Brian! Thank you for your 5-star review! Glad thave you on board :) - LiveAgent Team

Elīna
Human Resources Specialist in Letland
Cosmetica, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

HR Support with LiveAgent

5,0 2 maanden geleden Nieuw

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

Hello! Thank you so much for your review! We are so pleased to hear that LiveAgent has improved your workflow and that you consider our support team top-notch :) We understand how important it is to have an efficient and effective HR and client communication system, and we are glad that LiveAgent can help make that possible. - LiveAgent Team

Linda
Linda
Commercial Agent in Niger
Geverifieerde LinkedIn-gebruiker
Medische apparatuur, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

answering my customers is more accessible

3,0 vorige maand Nieuw

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

vorige maand

Hi Linda! Thank you for your review! We are happy to see that you find LiveAgent easy to use :) - LiveAgent Team

Sara
Sara
Human Resources Generalist in VS
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

This support desk software is fantastic

4,0 2 maanden geleden

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

Hi Sara, Thank you very much for your feedback. We are glad to hear that LiveAgent has been the right choice for you. You are still able to have an internal chat with another agent in the system - simply click on the dot next to their name and start an internal chat. Feel free to contact us in case you would have any questions about it - we are available 24/7!

Yagmur
Outgoing Quality Responsible in Turkije
Machinebouw, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

A Comprehensive and Reliable Customer Service Solution: LiveAgent

5,0 vorige maand Nieuw

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

vorige maand

Hi Yagmur! Thank you for taking time to to review LiveAgent. It's great to hear that your overall experience has been great. We would like to also let you know that we have recently introduced a new pricing structure that we believe will better meet the needs of our customers. This new pricing structure is actually cheaper than our previous one, and we are confident that it will provide you with even better value for your money. :) - LiveAgent Team

Annie
Team Lead, Customer Success in Chili
Telecommunicatie, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

A Comprehensive and Superior LiveChat Solution

5,0 2 maanden geleden Nieuw

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

We at LiveAgent thank you for giving us your trust and kind words while experiencing our helpdesk solution. We strive for our customers success and are very happy to hear that we have assisted in your customer relations.

Mitesh
Mitesh
Group Financial Controller in Kenia
Geverifieerde LinkedIn-gebruiker
Vastgoed, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5,0 4 weken geleden Nieuw

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

3 weken geleden

Hello Mitesh, 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

Kanika
Kanika
Senior Software Engineer in India
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Best of all time ever

5,0 vorige maand Nieuw

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

vorige maand

Hello Kanika! 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

Radhika
Radhika
Technical Lead in India
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Work flawless and efficiently

5,0 2 maanden geleden

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

Thank you for taking the time to leave a review, Radhika! :) We are always happy to see that LiveAgent is working well for our customers and makes their work easy. - LiveAgent Team

Maria Gabriela
Maria Gabriela
almaaz in Panama
Geverifieerde LinkedIn-gebruiker
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Our festival was a success thanks yo LiveAgent!

5,0 2 maanden geleden Nieuw

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

vorige maand

We are very happy to hear our software assisted with your festival as well with other helpdesk solution functions for your business. We strive for your success and will continue to be there to help you reach your customer communication goals.

Robert
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!

4,0 3 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

3 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! :)

Barney
Barney
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

5,0 3 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

3 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! :)

Dave
Dave
President in Canada
Geverifieerde LinkedIn-gebruiker
E-learning, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Excellent Support for My Customers With Room to Grow

4,0 vorig jaar

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

Pluspunten:

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

Minpunten:

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

Overwogen alternatieven: SherpaDesk en Spiceworks

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

Overgestapt van: TeamViewer

Redenen om over te stappen op LiveAgent: Price and features

Reactie QualityUnit

vorig jaar

Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :) - LiveAgent Team

Geverifieerde reviewer
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.

5,0 3 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

3 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 :)

Nitin
Nitin
Senior Graphics Designer in India
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

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

4,0 vorig jaar

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

Pluspunten:

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

Minpunten:

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

Overwogen alternatieven: tawk.to

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

Reactie QualityUnit

vorig jaar

Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on [email protected] and we'll look into it. - LiveAgent Team

Samed
Human Resources Assistant Specialist in Colombia
Ziekenhuis- en gezondheidszorgbranche, 10.000+ werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

User-Friendly Helpdesk Software I have ever seen

5,0 2 maanden geleden

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

Hello Samed! Thank you for your great feedback! Our team is always happy to read such kind and motivating words. Happy to have you with us :) - LiveAgent Team

aka
aka
Founder in India
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Customer support is no more a headache

5,0 3 jaar geleden

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

3 jaar geleden

Thank you very much for your excellent review! We are thrilled to have you with us and even more thrilled to hear that you are happy with LiveAgent! I am also glad to hear that handling your customer support does not give you a headache anymore, that's exactly why LiveAgent was created! Regarding the customization of the Knowlege base and the chat widget, there are various templates and customization settings but if that's not enough and somebody would want to have it designed in a way that would match their website completely, there is still a possibility of using the custom CSS. You know where to find us should you need anything! :)

Laura
Laura
Human Resources Generalist in VS
Geverifieerde LinkedIn-gebruiker
Ziekenhuis- en gezondheidszorgbranche, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Our customer support has enhanced with LiveAgent

5,0 2 maanden geleden

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

2 maanden geleden

Hello Laura! Thank you for taking the time to share your positive experience with LiveAgent! We're thrilled to hear that it stands out as one of the simplest and most straightforward help desk support tools you've used. We strive to make our platform as user-friendly as possible and it's great to know that we've achieved that for you. - LiveAgent Team

Jason
Jason
Digital Marketing Specialist in VS
Geverifieerde LinkedIn-gebruiker
Managementconsulting, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Lot's of Features at a Great Price Point.

5,0 3 jaar geleden

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

Pluspunten:

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

Minpunten:

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

Overwogen alternatieven: Freshdesk en Zendesk Suite

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

Reactie QualityUnit

3 jaar geleden

Hi Jason, Thank you for your honest feedback. We are so glad you were able to reduce the number of services you need and have everything centralized within LiveAgent for a smoother and easier work life. As today's market constantly evolves, so does our software and we work constantly to pack it with more integrations and features to make the transition to our helpdesk as seamless as possible. Stay tuned for more updates coming your way!

Chandan
Marketing Consultant in India
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Amazing customer service help desk and knowledge-base combo

5,0 4 maanden geleden

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

Pluspunten:

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

Minpunten:

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

Overwogen alternatieven: Zoho Desk en HubSpot CRM

Overgestapt van: Zoho Desk

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

Reactie QualityUnit

3 maanden geleden

Hi Chandan! Thank you for your review! We are glad to hear that the knowledge base system was a deciding factor in choosing LiveAgent. We are working hard to improve it further every day. Thank you for your kind words and for choosing LiveAgent! :) - LiveAgent Team

Vasileios
Founder - CEO in Griekenland
Financiële dienstverlening, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Superb Software that can be used as a Multichannel Contact Center

5,0 3 jaar geleden

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

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

3 jaar geleden

Hi Vasileios, Thank you very much for such excellent feedback. We are so pleased to hear that LiveAgent has met your requirements and that it made a positive impact on your work-life. Our team works nonstop to further improve the system and pack it full of new integrations to truly meet every need out there. Stay tuned for more updates and keep up the amazing work!

Shelby
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

5,0 3 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

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]!

Tim
Owner in Duitsland
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

All-in-one support solution

5,0 4 jaar geleden

Pluspunten:

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

Minpunten:

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

Reactie QualityUnit

4 jaar geleden

Thank you very much fot your nice feedback. we are happy that you are satisfied with us :) We still working on our improvement :) Have a nice day

Oriola
Software Developer in VS
Computersoftware, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

LiveAgent: exclusive support for any circumstance or incident

4,0 3 maanden geleden

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

2 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

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

An Easy and dependable app

4,0 vorig jaar

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

vorig jaar

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