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 enquêtes/peilingen
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
Communicatiebeheer
Gezondheidsscore
Inkomstenbeheer
Klantenbinding
Levensduurbeheer van klanten
Volgen en analyseren van gebruik
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
Activiteiten van werknemers controleren
Beheer van vergaderingen
Elektronische handtekening
Externe ondersteuning
Externe toegang
Live chatten
Samenwerking
Softphone
Taakbeheer
Tijdzones bijhouden
Videochat
Webvergaderen

Reviews van LiveAgent

5 van 856 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
Barney B.
Head of Marketing
Bouwmaterialen, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 17-3-2020

"Great Features & Great Speed"

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.

Antwoord van de leverancier

van QualityUnit op 25-3-2020

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! :)

  • Bron van de reviewer 
  • Beoordeeld op 17-3-2020
Jacob W.
Senior Customer Service / Technical Writer
Computersoftware, 13-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 8-2-2020

"Excellent Experience Overall - I Recommend LiveAgent"

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.

  • Bron van de reviewer 
  • Beoordeeld op 8-2-2020
Abe C.
Co-Founder
Computersoftware, 13-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 18-3-2020

"A Solid Ticketing System For Any Software Company"

Opmerkingen: We use it daily to track and resolve issues with our global clients. We have an agent in Romania and another in Japan that login daily to the up to update their ticket. It really organized our workflow with those customers and removed a lot of frustrations when it was hard for us to track issues via excel, email and whatsapp.

Pluspunten: I love the flexibility of the tool. We easily created filters to organize and support multiple companies/clients who use our ERP software. I really love how when I reply to an email it automatically appends the ticket with the reply. You can add attachments and notes to a ticket. A great feature also is the white-labeled client portal. We created a page without logo and company name where our clients can log in to submit their tickets. It makes us look really good.

Minpunten: I cannot edit notes or email responses inside the ticket. It's also not straight forward how to add attachments to a ticket once it is created. The workaround I do is write a reply and attach the file in my reply, but it's not optimal. How they fix that soon or provide a better workaround. It also takes a while to get comfortable with the dashboard since the app is pretty big and does a lot.

Antwoord van de leverancier

van QualityUnit op 23-3-2020

Hi Abe,
Many thanks for your honest feedback. We are very glad to hear that LiveAgent has been the right fit for you and your company and got rid of the frustration of using different software for different communications. That said, no software is ever truly perfect and our team works hard to further enhance the software and turn it into the best helpdesk solution on the market. Feel free to drop us an email at [email protected] if you have any issues at all!

  • Bron van de reviewer 
  • Beoordeeld op 18-3-2020
Andrew W.
Operations Manager
Kleding en mode, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 18-3-2020

"The CRM Goldilocks Would Have Chosen"

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.

Antwoord van de leverancier

van QualityUnit op 23-3-2020

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] :)

  • Bron van de reviewer 
  • Beoordeeld op 18-3-2020
Ben H.
Sales Manager
Detailhandel, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    3/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 18-2-2020

"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.

Antwoord van de leverancier

van QualityUnit op 4-3-2020

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

  • Bron van de reviewer 
  • Beoordeeld op 18-2-2020