LiveAgent

Great customer service and simple ticketing software

Opmerkingen: If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Pluspunten:

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Minpunten:

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

LiveAgent is professional for agent and customer

Opmerkingen: It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.

Pluspunten:

Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.

Minpunten:

It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.

Mediocre lifecycle management

Opmerkingen: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Pluspunten:

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Minpunten:

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Overwogen alternatieven: Zoho Desk en Zendesk

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

Excellent Support for My Customers With Room to Grow

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

Pluspunten:

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

Minpunten:

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

Overwogen alternatieven: SherpaDesk en Spiceworks

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

Overgestapt van: TeamViewer

Redenen om over te stappen op LiveAgent: Price and features

Ease of use for the non tech savvy

Opmerkingen: Exceptional

Pluspunten:

how easy it is to set up and implement. We were up and running in minutes.

Minpunten:

Not enough videos available on Youtube to help understand things more

Overwogen alternatieven: Vision Helpdesk, Freshdesk, Zoho Desk, Nectar CRM en HubSpot CRM

Redenen om voor LiveAgent te kiezen: We need to keep things simple. Our dedicated team of people are older and need a less cumbersome platform

Overgestapt van: Zendesk

Redenen om over te stappen op LiveAgent: Easy to use and implement