An excellent platform to offer customer service

Satisfied customers and time saving.

Pros

At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs. This program contains all the tools you will need so that your clients receive support in a timely manner. It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem. Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately. On the other hand you can customize the portal support with your brand. You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.

Cons

There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.

Excellent Experience Overall - I Recommend LiveAgent

The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Pros

For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Cons

Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

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

The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Pros

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone. I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Cons

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

LiveAgent chat custom image error

I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made. After I realised, I try to change it back. But the option of custom image was not working anymore. I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif He came around, not with a fix, but a way around that dos not solve my problem: https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png This didn't solve my problem, It is just a way to set already made images. I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.

Pros

It works pretty nice

Cons

You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.

Great balance of simplicity and functionality

Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. In a time where customer service usually means long hold times and a connection to a foreign phone bank, being able to instantly answer questions, and help our customers makes us shine. Live Agent has had a direct positive impact on increasing our subscriber base. Its the tool that pays for itself time and again.

Pros

Ease of Use. Functionality, and the ability to instantly provide solutions to our clients, and prospective clients. The ability to attach files directly in the chat window is my most favorite feature.

Cons

I haven't encountered any negative aspects of Live Agent so far.