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, Windows 10

357 Reviews of LiveAgent

 

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Software Advice Reviews (24)
More Reviews (333)

Showing 1-20 of 24

Tammy from Joseph D. Carney & Associates
Specialty: Legal
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Live Agent is Wonderful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I highly recommend this product!

Pros

I love this software! It makes it so easy to communicate with clients and helps to make our office so much more efficient! Highly recommend.

Cons

Price; this is the only con i can think of and really you get what you pay for so if you are looking for a high quality product this is totally worth it. ;

Review Source
 
 

Jen from Quantum Business Solutions, LLC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Live Agent - Great Online Site Communication Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, this is an excellent product and I highly recommend it. You can brand this with your own brand which is nice.

Pros

Very much like Skype without Video
Easy to Use for the Laymen
Easy to integrate to any site
Easy to manage multiple conversations
Easy to send links and helpful information
Easy to send to another worker to take the customer

Cons

Depending on your budget this can be a draw back. Many start up companies can't afford this and with that mentioned, there are other options you can look at if you have a tight budget

Review Source
 
 

Colin from Redeem
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

The best around

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

LiveAgent is the fastest and most reliable CRM system available. Easy to use interface and so many customisation options available to seamlessly integrate LiveAgent into any business need.

Cons

There are no cons to using LiveAgent. I would strongly recommend that anyone who requires a CRM system uses LiveAgent.

Review Source
 
 

Kaire from Melton Truck Lines
Specialty: Transportation
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

It is FUN! I love being able to see what they are writing. It's like mind reading.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Did I mention that it is fun? It's fun.

Pros

The preview of the text being typed is my favorite feature. It is like mind reading. Being able to form a reply and have it get back to them quickly is priceless.

Cons

The LOUD ring when a chat opens up, but that is probably just an inhouse issue and not a LiveAgent issue.

Review Source
 
 

Deirdre from Turbo Tax
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Great Live Chat with and Affordable Price!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Perfect for servicing the customers via e-mail, web (live chat) and phone and the social media integration is an added plus.

Cons

It would be nice to like a tweet when it pops up instead trying to look for it in tweetworld. That's simply impossible.

Review Source
 
 

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.

 
 
 
Showing 1-20 of 333

Amber from The Pullo Center

June 2018

June 2018

Great Easy CS Tool

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

We tried a free trial of this software, as we have never had any kind of "live chat" feature on our website. Our office hours are limited for CS, and to save us from hopefully tons of emails all of the time, we decided to try this. It was pretty simple to set up and we liked the different features and options. There are cool little features so you can track things like how many tickets have been answered and how well your CS agents are doing. We still havent decided if we are going to purchase the software, but I hope we do!

Cons

A little learning curve for some of our less savvy part time employees, but otherwise, no real issues. It was very simple to set up with our IT dept.

Review Source: Capterra
 


June 2018

June 2018

Nice program

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

User friendly platform an easy to use and manage multiple chats. Ability to integrate to multiple platforms and the price is good in comparison to competitors.

Cons

Once you learn how to use it, it is a really great program. I have yet to find any complaints about it.

Review Source: Capterra
 

Jeroni from Mandarina Land

June 2018

June 2018

Great...but

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

Is a software that do all what it has to do. And that's a good in order to apply to systems to help and be a tutorials to users.

Cons

I'm miss a basic feature... the integration with a Bot chat or the own livechat has a bot. I recommend to liveagent to develop a bot.

Review Source: GetApp
 

Brayan Agostinho from SOAINT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

good organization software for customer service

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 think this software is great because it is a way of being well organized when it comes to a client's attention, since it provides a great combination, integration in its application from its user interface. You can easily manage the email, telephone in order to receive and make calls with backup copies, live chats and real time and social networks such as facebook and twitter.
You can use this application from the browser, Widget or your mobile application.

Cons

It would be hard to see something negative about this application, but I could say that:
When we started using this application for the first time, it was difficult to configure. since its configuration is a bit typical and it consumes time. but then after that it works perfect.

Review Source: Capterra
 


May 2018

May 2018

Excellent software!

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

LiveAgent is great and easy to use both for agents and customers. Being able to see what the customers are writing before they send it is amazing. It allows for easy email management as well, earning badges is a fun feature

Cons

Takes long to load at some times, however contacting the customer support is a breeze. Some settings are difficult to find at first

Review Source: Capterra
 

Andreina from Urbit
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

An easy way to provide technical support to your customers

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

In the Customer Service service, speed is a very important factor and Live Agent allows you to provide this quality of service, thanks to its platform with which you can respond to the concerns of your customers very easily.

It does not matter if customers send an email, complete a form or write through a live chat to communicate with your company's support team as these messages go to a single place where agents can respond to their concerns and make a follow-up of each case. All conversations are stored.

In Live Agent you can create as many agent accounts as you need. Include a panel of statistics for you to check how effective the agents are in their responses. You can see the number of tickets answered, hours of work, hours of connection, effectiveness and more.

It also allows you to customize the customer support portal with the name, logo and subdomain of your brand. On the other hand, you can make the answers much more automatic with their function of predefined answers.

The platform has everything you need to provide timely customer service.

Cons

It will be great if some functions are improve to customize the work area to the needs of your company, but in general terms it is a fairly complete tool. I do not have many negative things to say about it.

Review Source: GetApp
 

Mohit from HCL Infosystems Ltd.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Fantastic Software for catering to customer care department 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

Its basically a combined suit of applications for customer support users. It does it work efficiently and don't hurts pocket much.

Pros

It basically provides everything combined into one application. We can have email, chat, phone call all into one application and different support groups may use this very efficiently. This has greatly enhanced the capacity and efficiency of our support team. Customer support is just wow and responds very quickly.

Cons

Configuration is little bit typical and takes time. However once configured it works just like a breeze.

Review Source: Capterra
 

Tim from Conversion Logix

May 2018

May 2018

A great all-in-one solution

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

This program has been a great solution for our team as an all-in-one problem solver and customer support center. By allowing us to use canned messages this software was a real game changer and saved us countless hours and mistakes. I would recommend this product to anyone searching.

Cons

The set up of this product can be a little more technical than some people are used to and getting up and running with this software was a little more hands-on that we expected. There are a few things that we would like to see changed but they are minor compared to how well this product works. The biggest issue we have is that we wish we could use the translator in chat. That would be a huge plus.

Review Source: Capterra
 

Andrea from Discover Car Hire

May 2018

May 2018

Easy to use, direct, fantastic shortcuts

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 shortcuts add a new dimension to the experience. All in one place. Easy to organise and register contacts.

Cons

The phone keyboard is a bit strange and it require attention not to make mistakes. The chat cannot be translated this is the biggest con.

Review Source: Capterra
 

Skylar from Melton Truck Lines

May 2018

May 2018

Great! Have had a very successful experience with it.

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

Instant communication. I like that we can see what the person is saying before they send it so you are able to prepare an answer.

Cons

People think that we are slow to respond sometimes. The method that the software uses shows a little pencil in the corner when we are typing and it isn't very large so they don't think we are here even though we are typing out an answer.

Review Source: Capterra
 

Chris from Melton Truck Lines
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

I use Live Chat everyday for recruiting truck drivers.

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 fast way to communicate with interested drivers. Increased productivity.

Pros

It is very easy to use and has great functionality. The drivers that are interested in my company have an easy way to get in contact with us recruiters and has increased our productivity.

Cons

The only con that I've experienced with this software is that we were getting a lot of out of country individuals that we couldn't hire. Not being able to to sort that out was a little trouble.

Review Source: Capterra
 

Elizabeth from Auvation

May 2018

May 2018

Does what it needs to do

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

It's simple and easy to use for a novice user. Didn't experience any real issues with getting started.

Cons

It could do with some more easily accessible functionality, though this may be a feature of the free trial.

Review Source: Capterra
 

Olga from Uni

May 2018

May 2018

Excellent unit for communication with customers

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

This system allows you to quickly respond to user requests. In addition, management can always go into the working folders of employees working in the technical support department and check the status of requests from customers.

Cons

It's strange that the creators of the program did not envisage the possibility to send messages to e-mail when you are in online mode.

Review Source: Capterra
 


May 2018

May 2018

Best program for ecommerce customer service: email and chat management.

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

Perfect solution for ecommerce customer service management.

Pros

The best program available for managing ecommerce emails and chat. Easily split emails up into categories, created canned answers and automatic responses, implement chat button pop ups on your website. The price point is extremely competitive. The software is easy to learn. Reports are detailed.

Cons

One of the few programs where I don't have any complaints. Once you learn how to use it, you shouldn't have any problems.

Review Source: Capterra
 

Kristina from XR LLC.
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Easy to use. Quick updates

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 can navigate through emails quickly. Sharing the workload is easy with filters. We can also view the status of each response.

Cons

There is nothing that I like least about it. There are no cons that I have come across. So far all positive.

Review Source: Capterra
 

Sheena from SheMarie Hair

May 2018

May 2018

Great ticketing 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

Helps deliver fast, efficient customer service. Navigating in the portal is user friendly and intuitive.

Cons

The knowledge base could have more themes to customize to your site with more added features available.

Review Source: Capterra
 


May 2018

May 2018

Customer satisfaction at an all time high

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 like giving my customers a direct line to support where they can do other things rather then wait on hold for phone support. The log they provide when the chat is over also gives something for my customers to review later.

Cons

Every once in awhile we will get disconnects. I am not sure if that is due to the software or the customers internet.

Review Source: Capterra
 

Lauren from American Heart Association | American Stroke Association
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Easy program to use from customer end to employee end!

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

More outreaches to our customers and our customers love it!

Pros

This program has helped us to reach out to so many more customers. Our customers are raving about how easy it is to contact us, and they don't have to pick up the phone.

Cons

The badges sometimes do not work and there are periodic times when the data is down, but the customer service is so helpful and easy to get in touch with!

Review Source: Capterra
 

Allan from Redeem Group
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Great Service for a Customer Services Team Leader

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

Great statistical use for a customer team leader allows you to monitor closely your colleagues. Also a great feature is the Live Chat which is not only easy to use however also easily monitored.

Cons

The only con I have with LA desk is the postpone button which then takes the message away from your screen I have used other systems which allow you to pend the email and keep this in the box.

Review Source: GetApp
 

Esther from Upwork
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

I love using the multi channels provided with a monthly pricing which is affordable for any company.

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

Improves customer loyalty an services and helps expand market reach.

Pros

It has good user interface with great features.one can access the customer call logs very easy.
It also provides multlipe languages that favours a variety of users which is great.

Cons

Having 3 agents for a package is limiting to a company that wants to add more agents .It means adding more money which can be expensive.

Review Source: Capterra