B2B portfolio management

I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.

Pros

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.

Cons

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Great Features & Great Speed

LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Pros

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

The best in the business

Pros

We implemented this software into our busy customer support team for an online business and the effects were immediate. Easy to set up and the support were brilliant when we did get stuck. We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them. I would not be without this software now.

Cons

The only thing missing is the ability to put calls on hold and call back out.

Significant Value for the price

Pros

Price, Excellent customer support, large amount of features and functionality

Cons

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

LiveAgent does what it is supposed to do

Pros

It is cost effective. Because LiveAgent allows us to use our existing VOIP solution we circumvent a lot of the hidden costs of the competition who are, for the most part, veiled VOIP providers. All the venues of contact are centralized in a single app and it is relatively easy to track issues and merge tickets. The software does what it is supposed to do and it does it well.

Cons

Administrator for billing needs to pay for a license. Nonsense cash grab. No bells and whistles. Want to do something that isn't directly supported? You can't. Perhaps one of the worst features of LiveAgent is their entire support and technical team is overseas. This leads to very long lead times between exchanges with their team on any issue that is beyond surface level. They eventually resolve issues and are as helpful as they can be given the time delay, but if you're in NA, troubleshooting something that should take an hour or two can easily take over a week.