LiveAgent Software


 

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all as either in-suite or standalone applications.

LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company.

LiveAgent is offered as both web-based (cloud) software and on-premise installations. The cloud option is priced on a pay-per-user basis by a number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents.

 

LiveAgent - Dashboard
 
  • LiveAgent - Dashboard
    Dashboard
  • LiveAgent - Getting started
    Getting started
  • LiveAgent - Chats
    Chats
  • LiveAgent - Tickets
    Tickets
  • LiveAgent - Reports
    Reports
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8

230 Reviews of LiveAgent

 

Start your review of LiveAgent

Click to start
http://www.softwareadvice.com/crm/liveagent-review/
Software Advice Reviews (19)
More Reviews (211)

Showing 1-19 of 19

Mitchell from Kennedy Industries
Specialty: Utilities
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

I really like LiveAgent so far

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

LiveAgent has been a great product to use so far. I use it solely for its ticketing functionality, but even so, it has been very useful for me. I was able to use LiveAgent's automation features to create a streamlined process of handling support tickets.
LiveAgent's own support staff has been incredibly helpful. I've started a number of chats with them, and I always got the information I was looking for in a prompt and helpful fashion.

Pros

Wide range of automation options.
simple user interface
excellent support staff

Cons

Not all automation functions are available in all cases, as well as some inconsistency with the naming conventions of some rules.
Minor spelling and grammatical errors within some text (English Language)

Advice to Others

With a bit of setup and a little effort, LiveAgent can be configured to suit nearly any need. I really like using it, and their support staff is very helpful. The developers really want to make LiveAgent great; they even accepted a suggestion I had for improving the rules for automation.

 
 

Carlos from SOSMed
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2016

October 2016

Issue tracker has good features and HIPAA compliance. Can take a while to configure for a specific use.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

The issue tracker has good features, a clean look, and a flexible configuration. It is taking longer than expected to configure for use as an IT and Facilities Help Desk. Programs like Zendesk are much easier to use "off-the-shelf" for an IT help desk. However, LiveAgent is also more reasonably priced if you want a HIPAA BAA signed than its competitors.

 
 

Evan from IncubatorWarehouse.com
Specialty: Agriculture
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Great but needs some more features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Live Agent works great for our business but it would be nice if it had some added features that would make life easier. They would be as follows:

1. The ability to set business hours so phones and chat automatically are turned on and off
2. The ability to combine tickets
3. Allow for administrators to make changes to or make settings that are applied to all accounts.
4. Better phone functionality
5. Magento integration that is able to pull order/customer information for new tickets.

Pros

Combines all customer communication into one central location and chat,email, and phones are very intuitive and easy to use.
Customer service is amazing.

Cons

Needs some more functionality.

Advice to Others

This program has all of the main components needed for a great customer service experience at a great price point. Combine that with amazing customer service and tech support this is a great options for most businesses.

 
 

Dustin from OnlineAutoParts.com
Specialty: Distribution

September 2016

September 2016

Genius platform still in it's infancy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

My company was running our customer service out of a heavily modified gmail inbox. LiveAgent was able to reduce my average customer response time from 28 hours down to 2.5 hours. In fact, we've even managed to go down in manhours and still work through our workload much quicker. Having our tickets and chats, and the ability for a chat to become a ticket, has been super handy! The system is quick to set up and even easier to configure. Setting up rules for automation helps keep our workload low and our responses to customers timely. We haven't set up the custom plugin that allows us to integrate other information yet but I'm looking forward to having that set up soon.

Likes Least

The support staff is very quick to help out but implementations of suggestions are not quick at all and sometimes the support staff will tell you that you don't need a feature, when in reality, you do. For example, LiveAgent will always count a chat as a "missed chat" if it isn't answered within 30 seconds. Each 30 seconds counts that same chat as another missed chat. This isn't how I define a missed chat (chat initiated and NEVER answered) and I have no control over this setting at all. Some of the reports are also highly confusing. Lastly, the system is simply missing some basic functions. I need my entire team of agents, regardless of which department they are in, to be able to see every ticket but the only way to do this is to put them in every department. This has caused a lot of issues that we've had to change our processes not only with customer service but through the rest of our company as well. It would be beneficial to have a "view only" option for departments. Other basic features that are missing: Chat hours (if an agent is logged in after hours the chat shouldn't be displayed), merging tickets, attachments don't get sent to ebay members etc. There are also random times where LiveAgent will freeze, boot agents out, or simply stop working (I just had a chat show up as a new chat but said the customer was waiting for 14 hours).

Recommendations

Give it time! You'll have to change some processes and behaviors, but give your agents some time to get used to the system and give yourself some time to configure the system properly.

 
 

Leonardo from Leadlovers - leadlovers.com
Specialty: Software / IT

September 2016

September 2016

Leadlovers feedback

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

It is easy to use. There are many features and it is all integrated.

Likes Least

The chat screen takes too long to load. It could load a little bit faster

Recommendations

Maybe an app for desktop, that loads fast, it would be good :)

 
 

Jens from pododesk
Specialty: Software / IT

August 2016

August 2016

Not too good in the end.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

I quite liked the support portal and it's options for customization.

Likes Least

I am quite disappointed about your "return policy" especially as I got missleading information from your support team. This lead to additional cost that I am hardly willingto pay.

Recommendations

I dont have any recommendation right now.

 
 

arwin from mulmut.com
Specialty: Auto Dealership

August 2016

August 2016

quite useful for live chat and CRM, but could do better

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

competitively priced, intuitive to use, easy to implement, but can do better with increasingly essential auto response feature

Likes Least

I need an auto response feature. Something that can answer customer's basic questions. It'll be something that gets triggered by keywords, then prompt the customer for possible answers

Recommendations

easy to use, inexpensive, quick to learn, thats it

 
 

Alfredo from ilovepoker.com
Specialty: Other

August 2016

August 2016

So pleased that I included you as part of my asset list

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

After working 12 years using many different customer service tools, getting a software that is extremely intuitive, valuable and user friendly is a complete home run. I cannot say I like only one thing. I love the product, support and technology used so far.

Likes Least

No complaints so far. Initially the badges were "not serious" for my employees, but after playing around with the software they found joy using them.

Recommendations

Be sure you have ALL email settings clear and understood before moving a finger, so it will be easier for you to set up.

 
 

Claire from CSI Products
Specialty: Distribution

June 2016

June 2016

Good tool for customer support, easy to implement and use

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The tool is easy to use and allows us to reply to customer queries immediately, which improves the level of customer service we provide. It makes managing tickets very easy. Our customers like the live chat feature we offer and many of our orders get placed after the customer used the live chat.

Likes Least

Nothing really, the product works well for us and delivers everything we expected / needed

Recommendations

Good value for money. If you have any issues, get in touch with the support team at LiveAgent, they’re very friendly.

 
 

Dave from Paleo On The Go, LLC
Specialty: Food / Beverage

May 2016

May 2016

It was easy to set up, add the script to the website, easy to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

It's easy to use. I like the way the chat and contact us tabs look. I like the actual chat pop up. The dashboard is decent. I think it's a good thing for our company.

Likes Least

I hate hate hate that I keep getting disconnected throughout the day. It disconnects quickly and then "contact us" pops up. This is not what we want, especially during business hours.

Recommendations

Refer to last question. I want to be able to stay connected throughout the day with out being disconnected without notice.

 
 

Alexandre from Type 2 Solutions B.V.
Specialty: Software / IT

May 2016

May 2016

Quick to implement flexible product with very responsive support tem

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The product was very quick and easy to implement. A few features required some explanation, but the support team was very responsive and took the time that was necessary to address our questions and concerns.

Likes Least

Can't really come up with anything off the top of my head.

Recommendations

Don't hesitate and ask the support team. There is plenty of documentation available online, but sometimes a question is asked (and answered) more quickly and to the point by a human...

 
 

Silivu from Smart Cube Systems
Specialty: Software / IT

May 2016

May 2016

SmartCube Evaluation

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Pay and Ready. You paid and you use. You get invoice easy and no stress about other administrative details.

Likes Least

Rather complicated to setup it. For example an incoming ticket via email should be automatically distributed based on source and departments. More than this a "master user" of customer is not able to see and follow tickets status

Recommendations

To search more deeply for different kind of functionalities of the software

 
 

Alex from Vella Technologies
Specialty: Software / IT

February 2016

February 2016

Seamless and immediately effective.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Easy to configure that yields great results. All functions passed tests

Likes Least

Nothing. It works as designed. No issues to report.

Recommendations

This is much more thorough than any other help desk that can be purchased.

 
 

Chris from Electrix
Specialty: Manufacturing

January 2016

January 2016

Good value for money but with a few annoying features

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

It is great value for money, very clean interface, chat and ticketing in one, quite easy to set up.

Likes Least

The support desk either don't fully understand the issues or take the attitude that the customer is always wrong. It is often a case of it works that way - whether it is right or wrong.

The live chat lacks decent audible tones when a new message is received (agent and customer). Often chats get forgotten about because the agent or customer has different screens open.

If you have several departments and you create a new ticket you also have to select a from email address. This is just wrong. If an email address is tied to a department why would you have to select an email address a second time.

Lack of round robin ticket assignment.

With the chat, if one department is offline it doesn't switch to the offline chat form which is was clearly designed to do. Therefore for all pre chat forms you have to gather all information about the user including a message.

Live chat on a mobile opens in a new window. It shouldn't need to as the sizing can be controlled by Css.

Recommendations

Try lots of scenarios before you buy. Try what ifs. Sometimes you will need to change your methods to suit.

 
 

Rich from SupportAgentz
Specialty: Software / IT

January 2016

January 2016

Reliable and reasonably priced

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

About 6 months ago, we showed a need to take care of our new and also existing customers by reacting to their customer queries. We made some statistics, found information about companies, which provide help desk software and took a lot of time for research. We looked at user's recommendations, price, quality and at the end we decided to go with LiveAgent. Top view looks simple, but the whole software is developed into details. Agents didn't have any problems with getting used to work with LiveAgent. Now customers can simply contact our staff anytime and they will receive a response in a short period of time. They can contact the company not only with problems, but also with requests and suggestions. Agents can manage the whole communication from one place. Options like: "Forum" or "Feedback" help us to stay in contact with customers. Top product, which connects companies with their customers in a clean and elegant way. Will be exploring more LiveAgent functionality in 2016.

Likes Least

There really hasn't been any major issues. We've run to some bugs but they were resolved. We've requested a couple of new features and are waiting to have these implemented.

Recommendations

Take the trial, setup your emails and customer portal and forum and start doing customer service like it's 2016. There really isn't anything that you can loose. The price for the software is nothing compared to the price of salaries of agents.

 
 

Miguel from Neblab
Specialty: Software / IT

January 2016

January 2016

It is great for company's support

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We heard about LiveAgent from company's collaborators, who use it longer. We are satisfied with LiveAgent, especially with opportunity to contact customers through modern online social networks like Twitter and Facebook, besides calls, email or live chats, since our target group of customers are people aged 20+ and they use these networks daily. Secondly, agents respond quickly, because they can easily recognize the type of the request. They can always find previous problem solutions and apply them again in similar cases using LiveAgent. I recommend it to everybody! It is great for company's support.

Likes Least

Just two theme designs, it would be great if we could choose from more various themes.

Recommendations

Try it! I'm sure you will love it, super easy installation + many features available.

 
 

Peter from HERRE Patent
Specialty: Legal

December 2015

December 2015

Comprehensive all-in-one helpdesk solution with live chat ability

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We have been looking for a suitable solution to advice the visitors arriving at our website so that they get support at an early stage. One of our main goals was to protect the data of our visitors so that we could only consider solutions hosted on an own server. Live Agent is available both as a cloud service and a self-hosted application. Live Agent is a comprehensive helpdesk solution where many different channels are bundled within one application: live chat, e-mail support, knowledge base, Facebook integration, a customer portal to review submitted tickets. Even if one operates a ticket system and only needs a live chat extension, the live chat provided by Live Agent can be integrated into an external ticket system by means of REST API calls. Great software that is constantly improving with a development team that is listening to the feedback of their customers.

Likes Least

No specific interface to integrate with the Odoo ERP solution.

Recommendations

If you already operate a ticket system, consider a proper integration of a separate live chat or helpdesk solution into your existing business environment to avoid a plurality of systems to be operated in parallel.

 
 

Nick from SmashingTeam
Specialty: Software / IT

November 2015

November 2015

Constantly improving app with an exceptional feature to have it instal

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Price;
Installing on own servers;
Customer Support;
Additional Plugins;
Complex solution for chat, mail, calls (via twilio), social networks(fb, twitter), knowledge base, client base, ticketing system, support portal, forum;
Application for mobile platform;
Integrations with other services;

Likes Least

Sometimes slow;
Only 2 roles Admin\Agent (no ACL);
Sometimes statistic is not correct;

Recommendations

I've been searching for a complex solution that would cover our company needs (ticketing system, chat, calls, mail, social networks, knowledge base, client base,. Live Agent seemed to be a perfect solution. Especially for it's price-quality-functionality ratio. What I like is that LiveAgent is growing and become better and better. What I wish it to grow faster, as there are still some missing features. Overall I can recommend it!
If you are looking for a something that will bring your support on the next level - Live Agent is definitely A MUST GO solution. You will have a service that covers pretty much everything you need like chat, calls, fb, twitter, mail, knowledge base, client base, ticketing system, support portal, forum

 
 

Andrew from Reatly Trust Services, LLC
Specialty: Real Estate

November 2015

November 2015

good idea. interface had some issues as of 12 months ago

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

i liked that you could clearly see if someone had responded to email and we had clear stats as to responses.

Likes Least

it didn't have clear stats as to who was closing tickets.
there was an editor bug for months that made ticket responses maddenly slow.
the default reply all caused some embarrassing moments.
i wish it could be changed so that it could be used for both personal email and ticket responses.

Recommendations

give it a try. the cost was right. install it and take a look at it.

 
 
 
Showing 1-20 of 211

Jonathan

June 2017

June 2017

Worth a shot

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The software is certainly bovine of the worst that I have seen. The ability to communicate with their tool are one of their highest selli points and for what the service costs, I couldn't complain.

Cons

The only con that I have is that like many other softwares , the set up and navigation is a bit complicated at first. It takes a little nib of getting adjusted to and can be a little frustrating at first however once you learn to use the system it's a piece of cake.

Source: GetApp
 

Monica from Canada Drugs
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

It takes a lot of getting used to. Some things are still hard to navigate through.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Being able to complete emails at ease

Pros

Majority of my work load was on the home page so it was easy to customize it to just show up there as soon as I turn on my computer.

Cons

Unable to understand where most things are. Going back and forth looking for something quite simple

Source: Capterra
 

Jeff from Marine Depot
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Live Agent Rocks

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Better staff accountability, more robust chat features, able to connect with social media accounts to reduce strain on marketing.

Pros

Feature-rich. affordable. Connects easily with social media accounts. Excellent merchant support. We are delighted with the software and service thus far!

Source: Capterra
 

Constantine from AtomPark Software
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Not an easy to use helpdesk, but loads of features cover all that

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Multiple features and possible integrations with social media
Own server sending replies to the customers, no need to think whether it may appear in spam
Great support
Looks great:)

Cons

Not a cheapes solution on a market
Not easy to set it up in the beginning
Pretty difficult to understand the manuals and instructions

Source: Capterra
 

Muhammad from Payza.com
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Easy to use and administer

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

For us, it´s the best way how to start with online chat with our customers, potential customers or public. This system are very summary (in online and offline status), basic, statistic and other overview and settings are useful for beginners and also for professionals. Very best are rating of operators (badges), performances, ...

Next mobile app for Android, export to .csv, overview and work with operation account,.. .Regarding of all settings - I think that we use 20-30% of tools, what this system offer.

Customer support are, i think, the best from all of the online chat provider. They have a solution for maybe for all substandard billing requirements ever.

Cons

Only three things.

1. User Access - only operator and administrator
2. Overview of news - I miss the space for inside news
3. Responsivity of website

Source: Capterra
 

Rich from Sunwisecapital.com
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Easy Peasy Lemon Squeasy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

instant communications with customers

Pros

Very easy to setup and integrate with a simple cut n paste in footer, no software to install and load time lag in chats

Cons

The offline messaging is somewhat disconnected, would be nice to be more like intercom style chat where its offline, but its more like a text where you still send a text message and wait for them to get back online, more like traditional text messaging or skype, who cares if we are offline, it could still be just as easy to ask a question

Source: Capterra
 

Ben from LocalAdWorks
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Amazing solution, everything you could wish for thankyou

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Suppport, pre sales, FAQ, lead capture

Pros

Very powerful it's amazing,!
It does a lot reliably which at the end of the day is everything you could hope for.
Actually, I'm going to repeat that because it is worth repeating:
It does a lot seriously check it out.
It's very reliable and trouble free.
Support staff are lovely, really polite, intelligently responsive and "on it"
This does everything I could wish for, it's just a big problem solver.
Seriously well-done guys very happy with this

Cons

Nit picking reall - set up could be a little bit more intuitive, but it's very powerful and I never have time to read instructions so there are no real cons, I'm very happy, no complaints at all, it's an awesome solution

Source: Capterra
 

Desiree from leadlovers

May 2017

May 2017

it fits nicely if you have basic needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I personaly like the tag system for tickets (though the the filters to get valuable information from it is extremely rare and hard to apply).
The widget for chat and ticket buttons are just awesome (few other helpdesk softwares offer that).

Cons

the reports are less informative than others i've seen. it doesn't fill my needs for analysis. i'm unable to know, for example, what chats a single agent have performed with a filtering by agent. i have many other examples.

Source: Capterra
 

Carlos from The SEE System LLC

May 2017

May 2017

Great experience, user friendly and great support and development.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

My customers are super happy.

Pros

User friendly for our agents, easy installation, I love the mobile app and the ease of use and mobility our agents have.

Cons

I don't really have any cons, we have seen how the software has evolved always taking into account the user feedback.

Source: Capterra
 

Tony from Weshop Philippines
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

An easy & effective way to enhance customer satisfaction

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Providing us a real solution for customer service. Not only we are now able to support our customer on time but also be able to supervise and keep track on our customer's complaints. It helps me to monitor my live-chat agent performance easier and faster.

Pros

A quick way to integrate the live chat to our current website. The interface is friendly which makes the new staff orientation faster. Also it is easier to supervise live-chat agent using the real-time console. The social media linking ability is one of the best features. Using this feature, I am able to manage feedback / inquiries of customers from all channels in one place. Therefore, the process takes less time and effort to reply / support our customer.

Cons

Sometimes it takes a while to load but overall it is acceptable. At first, it seems difficult to link all the social accounts, emails, and live-chat together. However, once you have done it correctly, everything works perfectly. You can always contact the support team to get some help!

Source: Capterra
 

Jay from tReds
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Great live chat system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Stability and usability, customisation. I like the fact there is gamification and the whole system is really 'complete' and fits our needs.

Cons

I want to be able to schedule office hours for each user and often they forget to log out or set themselves as not available and the timeout doesnt work. I also want to see a plugin that uses push notifications to display incoming messages, etc.. although we might develop this ourselves!

Source: Capterra
 

haruka from Abracadabra inc.

May 2017

May 2017

on the trial now

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

gathering the whole data is so so nice. I want to try some functions such as mail ,SNS,chat. I expect it will be useful for us.

Cons

Nothing still now but the cost is one of the important factors.I share the accounts and collaborated each other.

Source: Capterra
 

Chris from CastleBranch

May 2017

May 2017

I had a great experience with this software. Provided great information, and reporting.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very user friendly and intuitive platform. It provides us with a global presence and enables us to serve our users in an efficient manner, for individuals located over several continents. Reporting is high quality, and customizable, and allow for easy sharing of information throughout our organization.

Cons

The only thing that I could say is that it would be great if this would automatically link tickets created by the same email address. Other than that, this software is golden.

Source: Capterra
 

Leo from Mr. Ship It
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Fast and easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Pretty fast to get up and going. Additionally features like the Facebook integration etc. ensures all of our customer support interactions are handled in one place.

Cons

The chat aspect isn't very customizable i.e. Setting hours etc. wish it would come with some already ticket templates for viewing.

Source: Capterra
 

David from Garland
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

So far so good - trialling the software as a migration from existing platform, Support = 5*

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Fast Easy to Use Interface

Pros

Ease of Use
Time to Live
Integration with existing platforms
Responsiveness of Staff is impressive
Easy to allocate tickets to agents is easy.

Cons

Could do with some more mass edit functions or ability to change custom fields quickly.
Reporting could be extended to custom fields

Source: Capterra
 

Mike from Wayne Finger Lakes BOCES
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Seems like it works well. I'm learning the interface now

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

the ability to customize the chat button and options related to the button.

Cons

The interface is a bit tricky to navigate so far. it's becoming easier as I progress, though

Source: Capterra
 

Chelsy from AutoBidMaster
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Live Agent for small businesses

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easily automate my daily activities, freeing up agents for calls and other tasks.

Pros

I enjoy how easy it is to automate much of my day to day processes. The customer service is also excellent. I know if I have a problem the agents can help me work through it.

Cons

There is a bit of a learning curve, which can take some time to overcome. It is not easy for some employees to pick up without training.

Source: Capterra
 

Deep from Optergy
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

It is great tool to organize, plan and solve support and dev tickets.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Efficiently solving the support and dev tickets.
Almost zero learning curve.

Pros

The modern features like real time updates of a ticket.
When one agent is working on a ticket and is typing a reply you could see what that agent is typing so if you can act accordingly and quickly.

Cons

Not really any faults I could find with it. But they may work on showing tickets based on status or a add more statuses to tickets like pending, in-progress etc.

Source: Capterra
 

Boruch from Criterion Voice
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

I have been very satisfied with them meanwhile and they are very affordable

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

A multi-channel ticketing software that has a lot of amazing features to better serve my customers and at a very affordable price

Pros

I like that they have all channels integrated into one system and are not charging extra for every tiny additional feature that I want. Its one AFFORDABLE price for everything.

Cons

I don't like the fact that they are only integrated with Twilio meanwhile and not with other PBX. Twilio's integration only went to one department and I wanted to do more stuff than possible with the Twilio integration. They are saying that they are working enabling any PBX to work with them . When this will come out they will probably be the best.

Source: Capterra
 

Georgi from Archelon Global LTD

April 2017

April 2017

We've been using Live Agent for over a year and we are very happy with the product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The product is very easy to use and at the same time provides all the features that our company needs.

Cons

Some of the more complex features are not very intuitive and you have spend some time browsing all the menus

Source: Capterra