Recenzje produktu: LiveAgent

Serves Our Needs

Zalety:

My team likes being to easily sort tickets and assign them to relative members of our team.

Wady:

We haven't discovered any specific cons worth noting yet. There's no such thing as perfect software IMHO.

Rozważane rozwiązania alternatywne: Gorgias

Powody przejścia na produkt: LiveAgent: Price and features

Avis liveagent

Komentarze: It's a good customer management software. It works very well

Zalety:

Liveagent is the best customer management software among many others. It contains several features and its customer service is available at all times.

Wady:

The major problem I encountered with liveagent is the inconsistency of its auto-reaction, especially in French. It is very responsive but not too relevant.

Mediocre lifecycle management

Komentarze: 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.

Zalety:

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

Wady:

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.

Rozważane rozwiązania alternatywne: Zoho Desk i Zendesk Suite

Powody przejścia na produkt: LiveAgent: price affordable and worthy features

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

Komentarze: 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.

Zalety:

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.

Wady:

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

My nice and good experice

Komentarze: I don't have a problem to this but what i can say that this is nice and useful i will recommend this

Zalety:

Very nice and good highly recommended you can easy all features there and you can say that this is nice and easy to navigate

Wady:

There is no missing this is a nice and perfect highly recommended i will recommend this because this helps me easier

Live Chat Agent

Komentarze: Live Agent is user-friendly even for less experienced users. They don't have to worry about using the tool instead the system improves overall customer experience.

Zalety:

Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.

Wady:

It is good to technology improving people's lives, but one thing that must not be forgotten is that the same people using technology have feelings, they need someone with compassion, sense of humor and true feelings. Sometimes LiveAgent fail to cover human emotions.

Free trial review

Komentarze: Free trial so far

Zalety:

The convenience in usage and customer-friendly pricing

Wady:

That in order to connect numbers, we have to use third party help - VoIP provider

Good live chatting software

Zalety:

LiveAgent is really a good software for chatting with customers.

Wady:

I like everything about LiveAgent thus far.

Superb for Communication

Komentarze: Superb and reliable.
It has immensely been helpful and delivers as I had expected.

Zalety:

Quick and responsive support team. Easy to use with an attractive User-Interface.

Wady:

To be honest, I have no dislikes to address about LiveAgent simply because I have not come across any.

Live agent best views

Komentarze: It offers live application and license management

Zalety:

It's fast and easy to access clients who are in need of assistance

Wady:

It takes some little time before customer service attained to me because most people uses this it for their business to ease communications etc

Excellent Experience Overall - I Recommend LiveAgent

Komentarze: 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.

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Freshdesk i Zendesk Suite

Powody przejścia na produkt: LiveAgent: Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.

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

Komentarze: 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.

Zalety:

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.

Wady:

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.

A well-organized and straightforward ticketing system

Komentarze: The email template feature has been very helpful, as it has allowed us to present our brand in a new light to our customers, communicate with them in a way that is both clear and thorough, and ensure that the information we provide can be easily absorbed by them.

Zalety:

LiveAgent provides excellent customer service options, the foundation of which is instant messaging that allows for seamless data exchange in real time. Our team's internal communication has also increased, allowing us to better track and analyze our work, as well as appropriately organize our work and make all of our daily duties much more collaborative.

Wady:

To be completely transparent, we have experienced issues with our internet connection, which has hindered the flexibility of our work system because, without a stable internet connection, our real-time messaging system would be rendered useless.

Easy and helpful tool only for live chat services or live customer support

Komentarze: Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Zalety:

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent. One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Wady:

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

LiveAgent has helped me speed up my responses to help requests

Komentarze: Our consultative and extremely adaptable team has seen excellent success with this service, which has helped them better their productivity and communication with clients.

Zalety:

LiveAgent has several useful features, including ticketing, help desk, and customer support management, as well as IT asset and service management. It's easy to set up and load, and it has wonderful capabilities for helping customers.

Wady:

Honestly, I haven't run into any issues, and in fact, I've noticed several of its features getting better. No particulars. As of right now, I can't think of anything negative to say about it because it's still providing useful benefits.

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

Komentarze: 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.

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Freshdesk

Powody wybrania produktu: 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.

Powody przejścia na produkt: 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.

B2B portfolio management

Komentarze: I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.

Zalety:

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.

Wady:

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Live-Agent is for you!

Komentarze: Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Zalety:

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Wady:

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Incredible value for money

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

Zalety:

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.

Wady:

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.

Rozważane rozwiązania alternatywne: Zendesk Suite

Powody wybrania produktu: 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.

Przejście z: Zendesk Suite

Powody przejścia na produkt: LiveAgent: Price was 5x lower for same/ comparable product

LiveAgent enhances customer service in any context

Komentarze: We are making a concerted effort to engage external communication across various divisions; this has provided invaluable training for fostering constant support. With the support of LiveAgent, we are able to provide superior chat service around the clock and provide quicker responses to customers' inquiries. LiveAgent is a platform for two-way contact between businesses and their customers via chat, email, and push alerts. This has the potential to improve customer service, strengthen relationships with customers, and boost revenue for businesses. It's helped me deliver excellent support to customers despite having only basic group messaging capabilities. Using it has helped me immensely.

Zalety:

LiveAgent allows me to provide my customers with instant, personalized support via chat, all from one streamlined platform. Restoring active conversation in each and every encounter with customers has been crucial. The software's support team is well-known for their ability to optimize any setting. With LiveAgent, clients can instantly connect with a support agent to ask inquiries, sort out problems, and get answers. LiveAgent's ability to provide timely and pertinent responses has the potential to boost customer happiness and enrich the entire service experience. More satisfied customers are more likely to return and spread the good word.

Wady:

The excessive prices have caused a financial strain on several organizations, which is something I strongly dislike.

Simplified support in one place

Komentarze: 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.

Zalety:

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!

Wady:

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.

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

Komentarze: 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.

Zalety:

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.

Wady:

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.

With LiveAgent customer care functions, customer satisfaction is always assured.

Komentarze: LiveAgent has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels.

Zalety:

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Wady:

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

LiveAgent allows the user to submit report requests

Komentarze: 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.

Zalety:

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.

Wady:

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.

Great Product and Great Customer Service

Komentarze: I've been pleased by both the product and the customer service!

Zalety:

While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Wady:

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.