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

333 Reviews of LiveAgent

 

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Software Advice Reviews (20)
More Reviews (313)

Showing 1-20 of 20

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.

 
 

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 313

Sarah from Meta PR Agency

April 2018

April 2018

Great chat software for 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
Pros

User friendly
Easy integrated
Real-time chat notifications
Organised emails
Intuitive and customisable

Cons

What I like the least that we don't have chat invitation option it's either not there or not easy to find

Review Source: Capterra
 

Julia from Md anderson

March 2018

March 2018

I enjoyed this software

Ease-of-use

Functionality

Product Quality

Value for Money

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

It is fast to use. It was simple and quick to point. I liked the way the software was easy to use. A beginner can use it. I liked how my elderly parents can use it. I want to refer to everyone to use.

Cons

I didn't like the size of words. It was too small. I wasn't able to efficiently perform my task. Hope they change that font size to something more readable.

Review Source: Capterra
 

Derek from Top Echelon Network

March 2018

March 2018

This software is really helping to keep things organized within the team.

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 how emails and chats are easy to find and how well they can be organized. I like the badges and levels also to help feel a sense of accomplishment.

Cons

Really the only thing I ran into so far that I don't like is the fact that you don't get email notifications when something is assigned to you if you a signed in. I stay signed in, but keep it in the background while working on other projects.

Review Source: Capterra
 

JD from Top Echelon

March 2018

March 2018

Keeps our support team organized and on the same page!

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 the fact that our support team can now see which customers have yet to be contacted and easily pass on tickets to the appropriate parties. We now have all of our support communication under one roof, and that makes us more efficient.

Cons

So far, I don't have too many complaints. I wish we had the ability to have the software send us email notifications even while signed into the system.

Review Source: Capterra
 

Jose Mario from Procesos Efectivos SA de CV
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

We have solved our customer service issues with Liveagent, it's a great 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

I can provide with my customers a simple way to provide feedback using the helpdesk solution.

Pros

I like the variety of suscription options with great features.
Its great to have significant discounts in our account, that provide us with flexibility to add more agents in the future.

Cons

it would be great to have a granular set of permissions so we can decide which features put available to admins.
I would like more activity logs and emails, for example I add agents and I dont receive the notification via email.
I would like a reseller console so we can manage the solution on behalf of aour customers.

Review Source: Capterra
 

Melissa from Radiantly You

March 2018

March 2018

A good alternative but there is better out there!

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 was user friendly and allowed my staff to communicate with our customers in a timely manner. Simple to teach.

Cons

Felt overall there was better software out there. Staff had bugs and issues with the version we used.

Review Source: Capterra
 

John Kenneth from Home Credit Philippines
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

March 2018

March 2018

This Software is Superb

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 Software is Superb.
If you are looking for a tool or ways to support your business or product, then try this one. So great.

Review Source: GetApp
 


March 2018

March 2018

LiveAgent my communication bridge wherever I am, is exceptionally efficient.

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 have never had as much communication as I have now since I use LiveAgent.

Pros

LiveAgent is very efficient, easy to use and best of all is very simple to install, no matter what device you use. It adapts to your communication needs in real time, you can customize each conversation and if you use it for corporate purposes you can maximize it by taking full statistics of the performance history of an agent and instant messaging sessions. In short, the team will work faster and smarter.

Cons

Before installing it and later using it, I visited the provider's homepage and saw its demo. This convinced me to use it and I was fascinated. It is a very complete software and I really did not find anything that I did not like.

Review Source: Capterra
 

Justin from Macy`s
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Awesome 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

We are very satisfied with feature live chat, through which our agents solved the highest number of customer's requests. We made a good choice, LiveAgent is amazing.

Review Source: Capterra
 

Dr Abe from Various Cruise Lines Organizations

March 2018

March 2018

Good software for live chatting with 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

The software allows us to get more interaction with our customers while they are online browsing our website.

Pros

Easy to use live chat function with your customers while they are online using your website. Good software to use in order to receive feedback from your clients as well. You get more interaction with your customers.

Cons

The software works well on our desktop computers. However, it has some hiccups when running on certain mobile devices. They have a support center which we have used to solve some problems.

Review Source: Capterra
 

Cenk from Clixpro
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Nice app

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 that application. It is really good and its integration other apps. We have used this product daily and it was good experience.

Review Source: Capterra
 

Gintaras from Great Lakes Data Systems (GLDS)

March 2018

March 2018

It works pretty nice

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 works pretty nice. Excellent customization. Very flexible options. Easy to use Many features Reliable, updated every almost every week

Cons

A few bugs in the free version. Also, in order to continue you have to pay for upgrade. Mobile app is a bit dated and lacking in features.

Review Source: Capterra
 

Juan Carlos from Unicomer Group

March 2018

March 2018

Great chat company tool!

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 the badge system, which generates competition between colleagues. Also I really like the fact you can see what the customer is typing as they write it out, this helps us get their answers together before they press send. We can manage all our companies and contacts from one central point and the best part that you can manage It from everywhere.

Cons

You should improve maybe the user-friendly and simplistic dashboard or create like a box to make your indicators as you want.

Review Source: Capterra
 

Juan from 3 Punto Zero
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Good tool when requiring a high level of communication in the 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

We just do not have words that go against this application, it has facilitated communication and has even helped us to develop with people we did not know well.

Pros

When our director began to show us everything we could achieve with Slack we were eager to use it instantly, and we were not disappointed, the truth is that it is a tool for internal communication that we needed for a long time, since we have managed to improve and optimize the work

Review Source: Capterra
 

Paulino from Armario Joyería
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

This software is the best when you want to connect and understand your customers in a better way

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 am very grateful to the company that has created such a useful tool for an e-commerce

Pros

At the time of continuing to grow, we needed software that will help us to follow up on the demands of our customers, and thus provide a better service based on the recommendations

Review Source: Capterra
 

Ron from Homeschool Spanish Academy
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Everything that we need

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 can get all the services I need all wrapped in one.

Pros

All-in-one suite; I have everything that I need to get the job done. And my team as well. I recommend it.

Cons

I don't have anything negative to say off of the top of my head. I guess if you're forcing me to write something, I'd say there are some aesthetically better laid out programs.

Review Source: Capterra
 

Pratima from American Heart Association

March 2018

March 2018

The customer service has been very responsive

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 the fact that we can see what the customer is typing while they're typing and that we are able to prepare better for our response.

Cons

I'm still getting use to everything so I do not have any cons at the moment. I would like if the reports are fairly easy to generate, however, I have not gotten that far yet.

Review Source: Capterra
 

Ameris from American Heart Association

March 2018

March 2018

Extremely user friendly. I am able to assist in a prompt manner.

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 most is the feature that shows what is being typed in on the other end and the link that is provided to see what website the customer is viewing.

Cons

I've noticed that when I pick up some chats it does not have the preset message asking how I may assist them.

Review Source: Capterra
 

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

March 2018

March 2018

Hello, my company was using Zendesk & recently started using Live Agent. So far I really like 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

It's a great product and we like it so far

Pros

The ability to see what the customer is typing before-hand. Very handy. It gives me the chance to look up answers for the customer.

Cons

It's hard to explain but I'll try. We use a queue to answer customer questions. 3 people share this queue. Sometimes it rings, and we try to grab the call and it's gone. But then we check a few minutes later and the call is actually there. It's very odd.

Review Source: Capterra
 

April from Ice.com

March 2018

March 2018

Overall a good platform/experience

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 the option to have chat/email/phone all in one. The set-up is fairly straightforward and user friendly.

Cons

Would like more options for phone software integration, their customer support via chat is very scripted and not necessarily responsive to the exact issues

Review Source: Capterra