Tuotteen LiveAgent arvostelut

A fascinating and a life-hack Help Desk Solution.

Kommentit: It streamlines customer support process thus increasing customer satisfaction.

Hyvät puolet:

It's simple to manage customers communication and engagements over live chats, phone calls, social media platforms and emails.It possible to build strong and long-lasting customer relationships when using LiveAgent.It is simple to organize, manage and respond to customer requests with LiveAgent.

Huonot puolet:

It's a user-friendly and complete Help Desk solution that I haven't encountered any negative issue so far.

Excellent value for money

Hyvät puolet:

I have been using my LiveAgent subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system.

Huonot puolet:

The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update.

Mediocre lifecycle management

Kommentit: 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.

Hyvät puolet:

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

Huonot puolet:

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.

Huomioon otetut vaihtoehdot: Zendesk Suite

Perusteet vaihtaa tuotteeseen LiveAgent: price affordable and worthy features

Full-featured, All-in-one and powerful live-chat support platform.

Kommentit: My user experience is definitely great. I really like how this tool handles multiple business communication, including email, live chat, and social media on one single place. This allows us to provide excellent customer support service.

Hyvät puolet:

LiveAgent has been one of the most crucial and powerful tools we've been been using to boost our customers relationship and our ROI oflate. I really love how this tool is very user-friendly and easy-to-use generally for any one with or without any tech-savvy experience. The support is one of the most standout and highly effective thing with LiveAgent because they're very user-friendly and responsive 24/7. Using LiveAgent we've been able to increase our productivity and relationship with our customers and hence we've been able to meet most of their needs on time through the help of our support team.Through real-time live chat we've been able to attend to our customers queries on time and resolve a lot of problems on time rather than opening tickets which would take time. For this tool is a game changer and improve productivity of the service agents has been also added advantage.

Huonot puolet:

The only thing I should LiveAgent should consider is adding more integration options. Nevertheless everything else is great and moving on well.

I think LiveAgent is fantastic software

Kommentit: Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Hyvät puolet:

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Huonot puolet:

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Excellent Customer Service for the Price

Kommentit: It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one.

Hyvät puolet:

LiveAgent's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard.

Huonot puolet:

If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? LiveAgent delivers just as advertised by devoting maximum real estate to its features.

Excellent value for the money

Kommentit: Keeping track of time and generating reports is the biggest perk. In the past, we were flying blind, but now it only takes a few minutes to identify which divisions are overburdened and straining. Live chat has helped us speed up our responses to consumers.

Hyvät puolet:

We find the LiveAgent's ticketing system and knowledge base to be particularly useful due to the high volume of inquiries we receive. Our team members share tickets fairly, and they may communicate with one another to offer quick support. Self-service options are now available, allowing us to give support around the clock.

Huonot puolet:

The Only little issue I've had with LiveAgent is the way it indents replies to emails by using a >. This is something I can live with, and the benefits certainly exceed the drawbacks.

Easy-to-use and all-in-one help desk and live-chat support platform. Elevate customer experience.

Kommentit: I like how perfect this help desk tool is and easy to use plus it has perfect security which meets our standards. Great user experience.

Hyvät puolet:

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Huonot puolet:

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.

World's leading customer service team

Kommentit: It was definitely worth the time and effort required to adjust to the new method. We were able to reduce a massive message backlog thanks to the system's design and features.

Hyvät puolet:

I found it particularly useful that I could make notes and combine entries. In addition, the solution integrated seamlessly with our internal administration platform, allowing us instantaneous access to any client's bookings or profiles. As an added bonus, you may check to see whether anybody else has opened the ticket you're now working on.

Huonot puolet:

The option to recall an e-mail immediately after sending it was the feature I most missed while switching from Gmail. Could have avoided some embarrassment if only...

LiveAgent allows the user to submit report requests

Kommentit: I use LiveAgent on several jobs that are managed. We work with people within each of these companies. LiveAgent gives us access to all of the emails while designating how people have access to them, depending on the company we work for. LiveAgent is perfect for anyone who has multiple people and needs support tickets to move between different departments and individuals. The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.

Hyvät puolet:

Support features make it possible for users to submit enhancement requests and choose the ones that matter most to them. In addition, it gives us the opportunity to have a discussion with the user as we implement and review a feature. The conversation can be publicly accessible by searching our knowledge bank. The conversation service works well and generates many excellent compliments from our users at the end of the conversation. Of the ninety-eight percent of those who chat with us, management will know how our customer service is doing.

Huonot puolet:

The mobile version has some flaws, but when it is up and running, at least it allows you to read and respond to emails. Examples of errors include not being able to move the ticket to another sector. Also, the feasibility of incorporating an administrator log in would be helpful in the mobile version. A couple of times, when solving a ticket, the website will not show the entire list of remaining posts. In spite of the fact that, when moving, tickets come up, so it's not a big difficulty, however I would like to observe if it is sanitized.

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

Kommentit: The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Hyvät puolet:

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone. I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Huonot puolet:

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Huomioon otetut vaihtoehdot: Freshdesk

Perusteet valita LiveAgent: We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Perusteet vaihtaa tuotteeseen LiveAgent: There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

An efficient customer service dashboard for running many companies

Kommentit: Our previous chat platform had a terrible help system that made using our app a pain. Countless options and features, such as monitoring social media interaction, website widgets, phone/video call modules, a dedicated customer portal, and much more.

Hyvät puolet:

In general, we've had a great time using LiveAgent. With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution.

Huonot puolet:

There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe.

Ticket and agent administration can be organized in a number of useful ways

Kommentit: The support desk, online chat, and tickets are all managed through it. We have had a fantastic experience thus far because of the streamlined workflow made possible by having everything we need in one convenient location.

Hyvät puolet:

In general, I enjoy its functionality, design, and usability. I appreciate that it's simple to use and has a great built-in chat capability; overall, it's great help desk software. It's a great piece of software. I appreciate it a lot.

Huonot puolet:

We have only identified mistakes a handful of times up to this point. However, none of them have been very problematic for us. Compared to the Desktop Tool, the Mobile App is more complicated and has more expensive individual features.

Great all in one solution.

Kommentit: Overall, we have one product for web, email, chat, and phone support.

Hyvät puolet:

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Huonot puolet:

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

You'll be happy with LiveAgent, so make the transition right now!

Kommentit: LiveAgent's capacity to provide real-time customer assistance interaction and the ability to handle difficulties in real time is something I much appreciate. I particularly enjoy how simple it is to connect with popular social networking sites in order to centralize all conversations with clients.

Hyvät puolet:

LiveAgent has one of the greatest customer care teams out there, making it a top-tier customer service solution. Everything is straightforward and can be learned quickly. The process of putting it into action required zero wasted time. I appreciate the safeguards that keep our clients' information safe. In addition, I like the built-in live chat tools that guarantee first-rate, real-time customer service and make it simple to connect with and understand our clientele. All things considered, it's an excellent customer care product that any business serious about providing top-notch support to its clientele should definitely invest in.

Huonot puolet:

The help desk is there to quickly and simply fix any minor issues that may arise. As far as I can see, I don't have any problems at all.

Highly Satisfied with LiveAgent Service

Kommentit: LiveAgent is an essential tool for any business that needs to provide quick and efficient customer support. The user interface is easy to use and the reporting features are comprehensive. The customer service team is always very responsive and helpful.

Hyvät puolet:

LiveAgent is an exceptional customer service tool that has completely changed the way we interact with our customers. The support team is incredibly helpful and always available to answer any questions we have. The dashboard is intuitive and user-friendly, and the reporting features are top-notch.

Huonot puolet:

LiveAgent can be slow to respond to certain requests and the cost of the service can be high for smaller businesses.

Really useful, even on free plan

Kommentit: LiveAgent was a better upgrade for the support group in my team, however I must state that it does get pricey the more members you invite to the support panel, so its not recommended for teams that are on a budget or have excessively large customer support teams (i.e. more than five staff).Regardless, it is easy to set up the knowledge base, the live chat system, the support portal and the customer forums.

Hyvät puolet:

>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user)

Huonot puolet:

>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan

Incredible value for money

Kommentit: Amazing onboarding and buying experience. We almost haven't needed support since, as everything works and the UI is easy to use.

Hyvät puolet:

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Huonot puolet:

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

Huomioon otetut vaihtoehdot: Kundo, Dixa ja Zendesk Suite

Perusteet valita LiveAgent: Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high.

Vaihdettu kohteesta: Zendesk Suite

Perusteet vaihtaa tuotteeseen LiveAgent: Price was 5x lower for same/ comparable product

International Omnichanel Travel Agency

Kommentit: Our estrategy for customer service is to give an omnichannel experience to our customers across all the countries we work.
We researched a lot trying to find tools that accomplished that: some of the solutions were very poor and some others very expensive. With LiveAgent we found everything: an easy software to implement (we have our APIs connected with them too) with the best cost of the market.

Hyvät puolet:

1) The capability of management of all our comunication channels across all the countries we have operations in a single software. 2) We have Travel Agents of all ages, and for all of them the implementation of the software was very easy, as the adaptation to our business. 3) The cost and time savings with tools as internal calls and chats. 4) The ticket history with all the interaction (including call recordings) with our customers: this is core for a Travel Agency. 5) We can use it in spanish! 6) The configuration of IP phone lines; in Latin America that's not an easy task because of the SIP Trunk providers. 7) The ticket and phone apps that alows us to work ant talk to our customers from everywhere!

Huonot puolet:

We have experienced some little bugs in the implementation, but the support team is excelent and very helpfull, so it wasn't a problem at all; they were fixed inmediatly.

Huomioon otetut vaihtoehdot: Zendesk Suite

Perusteet vaihtaa tuotteeseen LiveAgent: Because of the features, the cost per agent, the support team and the adaptation to our business.

How did a Uruguayan start up decide to hire LiveAgent?

Hyvät puolet:

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers. As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted. Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want. In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc. When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

Huonot puolet:

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me. So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

Give customers the most reliable and easily accessible support services with LiveAgent

Kommentit: We have been using LiveAgent for help desk and support services and true to its words, we have seen a great transformation on our customer support system. Now, we are able to respond to customer requests much quicker and easily and have given our customers easily accessible customer support services at all times.

Hyvät puolet:

LiveAgent is a futuristic customer support platform which allows you to respond to you customers requests and communicate with them through multiple platforms in the likes of WhatsApp, Facebook, Twitter, Facebook, Gmail and others. This product is very easy to use for both the support staff and the customers making it possible to have a smooth customer support system within the organization. It offers outstandingly easy to use ticketing system which helps you to effectively receive, manage and respond to tickets. Also there is a live chatting function which customers can use to quickly reach out to the support team allowing proactive communication.

Huonot puolet:

Using LiveAgent is very easy and you don't need to posses any special skills. Also the support is very efficient and is 24/7 available so you are assured of quality user support every single step of the way.

Simplified support in one place

Kommentit: Live Agent has helped me respond to customers quicker over whatever communication they chose to use. It also means I can easily see past interactions with a customer when they contact us again, allowing me to come across as much more personal to them. The organisation of tickets is excellent, distributing them by department, or agent workload etc. This has definitely closed the gaps in our customer service response, making sure nothing falls through the cracks.

Hyvät puolet:

The integration of multiple customer channels into one inbox. Customers can send me facebook messages, comment on posts, emails, contact form submissions etc. and they all come into one inbox. When I reply the message goes back to the customer using whatever system they used.It make us look super responsive on any platform!

Huonot puolet:

The interface is a little dated and could do with a refresh. the iOS app is limited and doesn't have access to canned responses etc.

The CRM Goldilocks Would Have Chosen

Kommentit: Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.

Hyvät puolet:

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

Huonot puolet:

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.

Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software.

Kommentit: The experience from our end has been a reliable one. From implementation to usage, LiveAgent has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer.

Hyvät puolet:

LiveAgent dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

Huonot puolet:

LiveAgent ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added.

Mgala muue na haki yake umpe! I therefore give LiveAgent it's due

Kommentit: My experience with LiveAgent has been an outstanding one. Before knowing it existed, I was having constant troubles of keeping track of my clientele given that am an insurance sales person. But with LiveAgent the narrative is changed, I can keep record and group my clients depending on the products the want and also attend easily to them incase of queries on their policies for those already on bond therefore saving my time and energy and ensuring a flawless interaction between my business and customers

Hyvät puolet:

LiveAgent is a game changer for my team an I. It has recommendable features and capabilities which ensures the relationship between customers and the business remain a strong bond forever. Some of the features I have found quite breathtaking include; the ticketing system which ensures that all customers inquiries are attended to from a single interface. Multiple agents attending to one problem can be a thing given that all these customer inquiries stream from a single interface but LiveAgent this is curbed fully since it automatically detect in cases of any collision. Another thing is that it tracks and rate each interaction with the customer and gives some ratings which can be used to track how well our customers inquiries have been answered and needs met. Referring later Incase the workload of our customer assistants escalate is a thing that we really considered and with no doubt it is handles by audit logs in LiveAgent. Clients and customers will often want more information on products, necessitating the sending of more reading materials on the same and with this you can make use of attachment and copy and paste capabilities. Also it act more as a CRM tool where contacts of companies and customers are well generated ,stored and manages in LiveAgent. Also on the same contacts can be grouped according to their needs . All these functionalities qualifies LiveAgent as the CRM tool of the present and the future. Save your business and keep track of customers and their needs.

Huonot puolet:

To be honest I have loved every inch of LiveAgent and have found nothing that is opposite of what I expected. Instead it always amaze and exceed my expectations.