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

283 Reviews of LiveAgent

 

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Software Advice Reviews (19)
More Reviews (264)

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 264

Loren from www.heal10.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Works quickly, has a powerful functionality

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

Before installing Live Agent, we tried a bunch of services. Despite the fact that the program is difficult to configure, there are some nuances, otherwise the whole order.

Cons

Compared to other competitor services, Live Agent is simply the ideal solution for dealing with customer issues and claims. So there are no shortcomings, I recommend!

Review Source: Capterra
 

Alla from http://www.diamondvita.com/
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Intuitive interface, easy setup

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 application greatly facilitates the work - all contacts are in order, at any time you can contact them and view.

Cons

The only point to which I have questions, is the ability to more flexible application settings for a specific operator of our technical support.

Review Source: Capterra
 

Milana from www.heal10.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

This is an indispensable thing for technical support specialists

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

Specialists working in our technical support, with the introduction of Live Agent, significantly reduced the processing time of one application. Agree that it is very important in the modern world - to save the client's time.

Cons

From time to time the client hangs and requires a reboot. It seems that this is not so terrible, but I'm afraid that some valuable information may be lost. However, while I did not notice such problems.

Review Source: Capterra
 

Kamran from Waterless Auto Spa Hub (WASH)

February 2018

February 2018

THE BEST software to provide online support for 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

You can also supervise the work of each support agent. You can see how many hours each agent worked, how many tickets he answered. A Great customer Support team; well trained and extremely helpful and responsive. It is very easy to manage all of your contacts from one central point and the time tracking system is something not available on other similar platforms that we utilize quite a bit. I enjoy the simplicity of the program. My entire team took to it real quick and made them more efficient. Everything is laid out real simple and easy to understand

Cons

I had some problems to setup my mail accounts and sometimes it takes a while to update some data such as the number of tickets answered by agents. I did not quite like some API call logic, for example, if you want to get a work report of a particular agent you must first retrieve work report of ALL agents and only then in your code you need to take the one you need

Review Source: Capterra
 

Djohn from www.diamondvita.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

In Live Agent there is something that is not in other messengers

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

We have a small growing company and we value the opinion of each client. Therefore, we appreciated the call recording function. It helps the operators to understand if all the problems and queries are solved, what moments in communication should be corrected in the future.

Cons

There is no possibility in Live Agent (or maybe we did not find this option) to assign to each client a certain operator. Such an approach would make communication even more productive.

Review Source: Capterra
 

Henrik from jbfconsultants

February 2018

February 2018

A great 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

What I like about Live Agent is that it enables you to react to messages, tickets, visits, messages from web-based social networking all from one place. You can make predefined answers for a superior work process and a quicker reaction.

You can likewise administer crafted by each help specialist. You can perceive how long every specialist functioned, what number of tickets he replied. You can dole out tickets to a specific operator to take care of a client's concern or dole out it to a division.

Cons

I had a few issues to setup my mail accounts and here and there it requires a significant stretch of time to refresh a few information, for example, the quantity of tickets replied by operators. Luckily, you can contact their help group and they will react instantly.

Review Source: Capterra
 

Laron from University of the West Indies

February 2018

February 2018

A real plus for help desk support

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

Help Desk Support Boost

Pros

LiveAgent is a great helpvdesk support tool. The application seemed pretty easy to learn and grasp.
The solution comes with email support, live chat, and social media integration (Twitter and Facebook). Some of the other useful features are file sharing, contact forms, gamification, statuses, POP3 accounts, etc.

Cons

This one con does not affect the overall impression of the software but the mobile app interface could use some improvements, though it is still good to work with.

Review Source: Capterra
 

Karina from http://www.diamondvita.com/
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

A good option for chat

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 larger competitors of this application offer more functions, but we chose the Live Agent because of its ease of installation, configuration, and the ability to save conversations in both text and audio.

Cons

At the beginning of the application, we had some questions. Unfortunately, tech support did not work as quickly as we would like.

Review Source: Capterra
 

Peter from diamondvita.com
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Live Agent is a real assistant

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

Previously, I used another client to communicate with users. There, whenever you need to see new calls, you had to update the page. In Live Agent, everything is much simpler, but at the same time, functionality does not suffer.

Cons

Problems for the entire period of using the software, neither me nor my colleagues were found. And this is excellent!

Review Source: Capterra
 

Trish-Ann from Headline Entertainment

February 2018

February 2018

User friendly and very interactive

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

apart from easy customer interaction, I found that team interaction was also good which was excellent as we don't all operate from the same physical building.

Pros

I love the fact that each team member could se what the other was working on. This really eliminated confusion at the time and is probably the best selling point for me.

Cons

I had was issues with my mail setup however the fact that help was readily available really buffered the ill experience.

Review Source: Capterra
 

Scott from Perfect Audience

January 2018

January 2018

Easy to use and manage, a great fit for a 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

There's a huge array of options and customization available to fit your needs and budget. We were able to select all the features we wanted at a very affordable price.

Cons

Setting up the knowledgebase categories/pages was not intuitive. There is a learning curve involved with the backend.

Review Source: Capterra
 


January 2018

January 2018

Helps Deliver Top Notch 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

Dramatically reduced the time our customer service team has been able to respond to customers, increase in customer satisfaction as well as less stress on our customer service team.

Pros

We love the user-friendly interface, quick set up, and that it was so easy to configure. It has dramatically reduced the time our customer service team has been able to respond to customers. It offers everything from chat, video, phone, email, and more to respond to our customers. We have seen an increase in customer satisfaction as well as less stress on our customer service team. If your business is built around customer service, I highly recommend this software.

Cons

The feature that I dislike the most is the ticketing system. It does not allow you to merge tickets which creates multiple tickets for the same issues. Numerous email notifications will be sent out referencing the same ticket/issue, but we have to add notes to all of them. It gets very tedious at times especially when you work in a service industry.

Also, the mobile isn't really useful. A customer can interact on mobile, but we are unable to receive messages on moble or text. Although, the customer is able to text. This would be a really useful feature to have enabled.

Review Source: Capterra
 

Belen from Randumbelen

January 2018

January 2018

Awesome 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

I love how great this works around the work place and school! It's great to connect with and it's easy to use for everyone

Review Source: Capterra
 

Damian from j&j Information Systems

January 2018

January 2018

Very easy to use. Perfectly helped us to manage all incoming requests from customers via e-mail

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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Altogether, I would recommend LiveAgent to anyone who is looking for a good and easy-to-use helpdesk software. Keep up the good work!

Pros

bulk editing of multiple fields in ticket;
list contains multiple filters;
possibility to assign Pause status;
display of number of assigned tickets in tabs;
establishing Call-center based on Twilio;

Cons

Ticket list in Live Agent has two views: standard with a list of filters, and alternative with faster ticket editing. This reminded me of Apple Mail.app as it displays letters in a similar fashion. I couldn't configure columns to be displayed in the list and it looks like there's just no way of doing that.

Review Source: Capterra
 

Juan Carlos from Retail

January 2018

January 2018

Help desk software easy to use!

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

I love It!

Pros

whatever your business size, you get the best value for money. There are plenty of options to scale only to the features you actually need. You have the option for ticket management, social, reporting, Multilingual, live chat, price models, and so on.

Cons

LiveAgent Enterprise for companies with large customer support needs available via quote request. On top of features, Enterprise includes VIP support and assistance and branding-free features. In my opinion you should expand the adds and commercial around the world for making this software more knowledge to clients.

Review Source: Capterra
 

Felipe from atFuture

November 2017

November 2017

Its a great 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

Awnser both facebook and email in the same chanel. Make every comment on Facebook in a ticket. Live chats

Cons

Poor delivery to hotmail accounts... When a facebook post have so many comments, the system close the oldest coments. Forms is not responsible on mobile.

Review Source: Capterra
 

Jose from MCM
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Easiest way to set up live chat and customer service is second to non

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

Great way for me to help our customers.

Pros

Customer service is excellent and know if I have absolutely any problems, then their customer service team will get right back to me and not just skim my support request. The software is also pretty inexpensive and very easy to integrate live chat on our website.

Cons

There are a ton of features and while this is great, it also means that it does take a little time in learning everything you can do efficiently.

Review Source: Capterra
 

Jared from Nextphase, Inc.

November 2017

November 2017

very nice 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

Great value. Easy to configure. It handles multiple email addresses. We have used their older version for years and years.

Cons

It could use multi-brand support. It really doesn't have any cons. No, really. It is easy and handles multiple email addresses.

Review Source: Capterra
 

Martin from FLAGA, s.r.o.
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Very helpful and user friendly software for small and medium business, especially for Customer Care

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 overview of the workload, good instrument how to control the quality of the e-mail/chatt answers of each agent, useful reporting data

Pros

Good Reporting of the workload, user friendly interface, many tools and functions, gamification of the interface which promotes the users

Cons

Use the application too short to report some faults, but whe had some difficulties to set all the advanced features, some manuals or instruction videos would be helpful, nevertheless customer support is very helpful and professional

Review Source: Capterra
 


November 2017

November 2017

reasonable price

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

save resources for developing chat tools

Pros

easy to embedded on my web. multiple design for chatboard and chat button. comes with knowledge based for customer Q&A.

Cons

- lack of api documentation. - take constant bandwidth connection to check online/ offline status. -

Review Source: Capterra