LiveAgent

The most powerful customer support platform at the best price

Opmerkingen: LiveAgent works very well for us, there are many functions that we don't use since we don't really need them for our business but they are amazing.
We can easily offer support and keep all the information for each client's case.

Pluspunten:

The live chat feature is easy to use and powerful. With the knowledge base, we can have the most important information accessible in one place. Ticket system. Client portal. Support is super quick.

Minpunten:

The inside look of the platform is outdated and not intuitive.

LiveAgent analysis

Opmerkingen: Live Agent have been really good so far in heloing us , including getting us linked to a complimentry business that will ensure it runs well

Pluspunten:

Links easily to every popular platform and easy to use.

Minpunten:

Hard to say to be honest . Still need more time with the software but so far , really good

Significant Value for the price

Pluspunten:

Price, Excellent customer support, large amount of features and functionality

Minpunten:

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

Overwogen alternatieven: RingCentral MVP, Salesforce Sales Cloud en Zendesk Suite

Redenen om voor LiveAgent te kiezen: Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Redenen om over te stappen op LiveAgent: Price, functionality, control

Very good pricing structure.

Opmerkingen: Overall for the price it is a good tool and has very fast and helpful support.

Pluspunten:

LiveAgent is easy to use and what I most like about the software is that it pricing is divided by functions, for example, the basic plan includes email support which is the one my company needs because we support only email channels. I liked Rules feature the most, it allows to set up automated workflows for more efficiency.

Minpunten:

Other panel themes does not look good, dark version for example is very basic kind of old. Also once you set SLA levels it is confusing - only Importance changes and only if there is resolve SLA set.

Overwogen alternatieven: Freshdesk, Intercom en Zendesk Suite

Redenen om over te stappen op LiveAgent: Because of price and because CSAT feature for the email is included in the basic plan.

Powertool

Pluspunten:

I really like the LA mail management system. This tool gives you an easy way not to miss any messages and to remember about future tasks (by postponing a message).

Minpunten:

sometimes loading times are too long from a UX perspective and closed emails are displayed which should not appear.

Overwogen alternatieven: Responso

Redenen om over te stappen op LiveAgent: I had experience with LA so it was my first choice