Wie gebruikt LiveAgent?

Voor een breed scala aan kleine en middelgrote bedrijven in e-commerce, telco, verzekeringen, SaaS, startups en ondernemingen. De doelgroep is iedereen die begrijpt hoe belangrijk klantenservice is.

Wat is LiveAgent?

LiveAgent is de meest en best beoordeelde helpdesksoftware voor het MKB. Bedrijven zoals BMW, Yamaha, Huawei, Orange of Forbesfone gebruiken LiveAgent om een geweldige klantervaring te leveren aan 150 miljoen eindgebruikers wereldwijd. Sluit ze bij hen aan en behaal een concurrentievoordeel. Begin met een proefperiode van 14 dagen, geen creditcard nodig en geen contracten.

LiveAgent is functierijke multichannel helpdesksoftware met meer dan 170 helpdeskfuncties, waaronder live chat...

LiveAgent - Details

QualityUnit

http://www.ladesk.com/

Opgericht in 2004

LiveAgent - Prijsoverzicht

LiveAgent vanaf US$ 15,00/maand. LiveAgent heeft een gratis versie en biedt een gratis proefperiode. Hieronder vindt u extra prijsinformatie voor LiveAgent.

Beginprijs

US$ 15,00/maand
Zie de prijsinformatie

Gratis versie

Ja

Implementatie

Cloud, SaaS, Web

Mobiel - iOS native

Mobiel - Android native

Training

Persoonlijk

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Online

Functies van LiveAgent

Call center software
Campagnebehee
Escalatiebeheer
Gemengd callcenter
Handmatig kiessysteem
Inbound callcenter
Interactive Voice Response (IVR)
Oproepen opnemen
Oproepregistratie
Oproepscripts
Outbound callcenter
Predictief kiezen
Progressief kiessysteem
Rapportage en analyse
Realtime chatten
Wachtrijbeheer
Afdrukbeheer
Batchcommunicatie
Chatten / messaging
Communicatie via meerdere kanalen
Contentbeheer
E-maildistributie
Interactieve inhoud
On-demand communicatie
Personalisatie
Sjabloonbeheer
Video-inhoud
Analyse
Communicatiebeheer
Communitybeheer
Contentsyndicatie
Gamification
Live chatten
Opzeggingenbeheer
Verzamelen van feedback
Video-inhoud
Analyse
Beheer van enquête/peiling
Dashboard
Feedbackbeheer
Gegevensverzameling via meerdere kanalen
Kennisbeheer
Klantensegmenten
Predictieve analyse
Sentimentanalyse
Tekstanalyse
360-gradenfeedback
Analyse
Enquêtebeheer
Oproepen rapporteren
Toezicht houden op klachten
Verzamelen van feedback
Aanstellen (van personeel)
Accountbeheer
Accountwaarschuwingen
Bijhouden en analyseren van gebruik
Communicatiebeheer
Gezondheidsscore
Inkomstenbeheer
Klantenbinding
Levensduurbeheer van klanten
Winst- en verliesanalyse
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Callcenter
Enquêtebeheer
Invoer via telefoontoetsen
Meerdere scripts
Oproepen opnemen
Oproepen routeren
Oproepregistratie
Stemaanpassing
Tekst naar spraak
Voicemail
Beslisboom
Catalogiseren/categoriseren
Contentbeheer
Discussieforums
Kennisbankbeheer
Samenwerking
Zelfserviceportal
Zoeken in gehele tekst
Bewaking van sociale media
Bijhouden van klachten van klanten
Casusbeheer
Corrigerende maatregelen (CAPA)
Enquêtebeheer
Feedbackbeheer
Formulierbeheer
Klachtenclassificatie
Kwaliteitsborgingbeheer
Problemen bijhouden
Routering
Zelfserviceportal
Afsprakenbeheer
Callcenterbeheer
E-mailbeheer
Enquêtes en feedback
Integratie van sociale media
Kennisbank
Live chatten
Prestatiemeetwaarden
Virtuele assistent
Waarschuwingen / Escalatie
Wachtrijbeheer
Workflowbeheer
Zelfserviceportal
Aanpasbare branding
Geotargeting
Gestandaardiseerde antwoorden
Integratie van derden
Offline formulier
Overdrachten en routering
Proactief chatten
Scherm delen
Websitebezoekers bijhouden
Afstandsbediening
Beheer van IT-assets
CMDB
Incidentenbeheer
Inkoopbeheer
Kennisbank
Mobiele toegang
SLA-beheer
Veranderingsbeheer
Zelfserviceportal

Reviews van LiveAgent

5 van 781 reviews worden weergegeven

In totaal
4.7/5
Gebruiksgemak
4.5/5
Klantenservice
4.7/5
Functies
4.5/5
Waar voor je geld
4.7/5

An excellent platform to offer customer service

Beoordeeld op 18-7-2018
Andreina C.
Project Manager
13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer 
5/5
In totaal
5/5
Gebruiksgemak
5/5
Functies en functionaliteit
5/5
Klantenondersteuning
Waar voor je geld
Waarschijnlijkheid van aanbeveling:
Niet waarschijnlijk Zeer waarschijnlijk

Opmerkingen: Satisfied customers and time saving.

Pluspunten: At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs. This program contains all the tools you will need so that your clients receive support in a timely manner. It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem. Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately. On the other hand you can customize the portal support with your brand. You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Minpunten: There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

Excellent Experience Overall - I Recommend LiveAgent

Beoordeeld op 8-2-2020
Jacob W.
Senior Customer Service / Technical Writer
Computersoftware, 13-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer 
4/5
In totaal
5/5
Gebruiksgemak
4/5
Functies en functionaliteit
5/5
Klantenondersteuning
5/5
Waar voor je geld
Waarschijnlijkheid van aanbeveling:
Niet waarschijnlijk Zeer waarschijnlijk

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.

Antwoord van de leverancier

van QualityUnit op 12-2-2020

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.

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

Beoordeeld op 4-2-2020
Geverifieerde reviewer
Head of Customer Care
Detailhandel, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer 
5/5
In totaal
5/5
Gebruiksgemak
5/5
Functies en functionaliteit
5/5
Klantenondersteuning
5/5
Waar voor je geld
Waarschijnlijkheid van aanbeveling:
Niet waarschijnlijk Zeer waarschijnlijk

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.

Antwoord van de leverancier

van QualityUnit op 5-2-2020

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 :)

LiveAgent chat custom image error

Beoordeeld op 10-8-2016
Ricardo D.
Schoolleiding, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer 
3/5
In totaal
4/5
Gebruiksgemak
4/5
Functies en functionaliteit
3/5
Klantenondersteuning
3/5
Waar voor je geld
Waarschijnlijkheid van aanbeveling:
Niet waarschijnlijk Zeer waarschijnlijk

Opmerkingen: I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made. After I realised, I try to change it back. But the option of custom image was not working anymore. I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png
This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.

Pluspunten: It works pretty nice

Minpunten: You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.

Antwoord van de leverancier

van QualityUnit op 15-8-2016

Thank you Ricardo for your LiveAgent feedback.

Great balance of simplicity and functionality

Beoordeeld op 28-1-2020
Douglas A.
Director of Operations
Research, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer 
5/5
In totaal
5/5
Gebruiksgemak
5/5
Functies en functionaliteit
5/5
Klantenondersteuning
5/5
Waar voor je geld
Waarschijnlijkheid van aanbeveling:
Niet waarschijnlijk Zeer waarschijnlijk

Opmerkingen: Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. In a time where customer service usually means long hold times and a connection to a foreign phone bank, being able to instantly answer questions, and help our customers makes us shine. Live Agent has had a direct positive impact on increasing our subscriber base. It’s the tool that pays for itself time and again.

Pluspunten: Ease of Use. Functionality, and the ability to instantly provide solutions to our clients, and prospective clients. The ability to attach files directly in the chat window is my most favorite feature.

Minpunten: I haven't encountered any negative aspects of Live Agent so far.

Antwoord van de leverancier

van QualityUnit op 31-1-2020

Hello Douglas,

we very appreciate your nice feedback.
We are glad that our product made your work more efficient for you :)

Wish you a luck !

Have a nice day :)