What are LiveAgent users saying about the software?

MTW Live Agent Review for Capterra

Great customer service and simple ticketing software

If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Pros

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Cons

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

We able to chat with Omini presense

From day one their chat system is working. we able to connect with our prospects regularly, but one thing is that their mobile app have bugs. it is important this day and age, most chats now have the best mobile apps.i hope once the admin sees this will update their app, this chat tool has big potential, so i will keep using it inside our systems.

Pros

Being able to connect with all other social channels is a plus. Customer support is great. easy to use have many design options great backend system security is top have maps to seee

Cons

Mobile app not good mobile app has issues not much improvements because it is completed. That is why but need improve as tech grows. need new tempate designs

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.

Great product for Ticketing and Chat

Five stars for support and setup is very easy.

Pros

Easy to use and support is fast if you need any help in installation.

Cons

Doesn't have bot in chat it's not necessary but it would be nice to have.

Easy and helpful tool only for live chat services or live customer support

Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.

Pros

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team. Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent. One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Cons

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use. Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Frustrating Chat Tool

Not as user friendly as Tawk.

Pros

Got it because it was on an AppSumo LTD, so low priced and also it had the feature of visitors to call as well besides just chatting.

Cons

Biggest peeve was that, if you don't log into the back-end at certain intervals, you will have to log-in to keep your app active on your website.

LiveAgent is professional for agent and customer

It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.

Pros

Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.

Cons

It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.

1 month demo version

We will have a trial version to teston and then I can review more and answer this question

Pros

I like the user interface, it seems intuitive.

Cons

I did not manage to set up everything I need by myselft, technical support is needed.

Excellent Support for My Customers With Room to Grow

This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Pros

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Cons

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Easy to provision, simple setup and useful analytics

It seems like a good value for money.

Pros

Like the Dashboard which provides a simple and necessary summary. The Ticket menu visualizes the queue, interactions status and timing. Like the Chat option as a feature even we didn't manage to test. The call menu can provide a useful analytics view.

Cons

It took me some time to set up the ticket routing rules.

Ease of use for the non tech savvy

Exceptional

Pros

how easy it is to set up and implement. We were up and running in minutes.

Cons

Not enough videos available on Youtube to help understand things more

LiveAgent is a great tool for customer success for our SaaS product

Pros

We really appreciate the Live Chat, Ticketing and the KnowledgeBase features. They are easy for us to configure and easy for the customer to navigate.

Cons

The initial onboarding to LiveAgent could be improved a little. There are many wonderful capabilities and I expect that we are not using all facets optimally.

Super easy to use and train other staff on

Pros

I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

Cons

There was nothing i could think of that I dislike. Maybe things that aren't preferred are the locations of some buttons? When closing a ticket, sometimes it's tricky to find where to do so or to end a chat on our end.

I can easily contact my clients

Pros

I love using LiveAgent software, I can connect with my clients quickly and easily.

Cons

It is an excellent communication software, I recommend it.

LiveAgent does the job

Very good

Pros

Ease of use. Price. No nonsense options.

Cons

I would ‘be liked more options for customizing the experience

More Importantly, Our Visitors Love Live Agent

I don't think I could do without LiveAgent. It serves two purposes for us. It is an active lead generator and we get quite a few who just want our help with something. We always are able to engage with them, even if they are not our customers. We know by doing so, they'll want to be our customers!

Pros

Software was easy to setup and use. It sits in the background for the online agent and beeps when someone is on. It's very efficient and practical for Live Chat.

Cons

The setup was a little cumbersome but there help and support was awesome. Once you have everything setup, there's no issue.

Very Useful with a Great Features and many Possibilities

Overall, it's huge leaps and bounces compared to our previous software, which was leaving out some core options and functionality LiveAgent has, client satisfaction and useful leads had increased ever since we try it.

Pros

I am able to easily keep tabs on clients and Agents alike, helping us convert clients' inquiries from our website into quality sales leads, it has brought so many benefits.

Cons

Set up took a bit longer than our previous software, some parts of the UI are unintuitive, had to contact Support more often than previously expected, some basic features are not included in the demo.

Excellent system-easy to use and train staff on

Pros

I love this system, we have been using it for years and I really enjoy how easy it is to use and maintain, I find it easy to train new staff and implement customer strategies.

Cons

I often find the web traffic reporting to be slightly off but that isn't a big deal in our area of work.

Great email management system for teams of people.

Pros

The way emails are ticket and tracked trough there journey to completion.

Cons

although its been rare over the many years of using the system there has been some down time, however there support team did keep us informed of the progress of the outage.

Very great helpdesk tool!

Pros

Canned messages, the knowledge base and having YAML code for IVR rules are very easy to use and make this product great

Cons

Not having a decline button for calls There is not a different "ring" sound.

MTW Live Agent Review for Capterra

Live Agent is simply the best product that we - a growing company that markets a fitness app with a MLM component - use on a regular basis. The pricing is fair, and the LA people get back to any of our CS inquiries VERY quick. Highly recommend!

Pros

So easy to use. The interface is incredibly user-friendly. I am somewhat technologically challenged, but after watching the Live Agent you tube videos and tutorials I learned how to do everything I needed to provide excellent Customer Service!

Cons

There really is nothing. Been using software 5 months and yet to find a negative.

Likely & good

Nice

Pros

Direct and intimate relationship with customers

Cons

add additional video tips for help people

LiveAgent in AIO real time support tool

Pros

LiveAgent allows me to support my client through email, live chat, calling as well as social pages chat. The best all the channels are link together.

Cons

I wish the per agent price can be little bit cheaper.

My Future Business Relies on Live Agent

Live Agent has been a game changer for My Future Business and for all of our guests and customers. We are on top of the continual influx of tickets, and it is an easy platform to use once you know how to get the best out of it.

Pros

The My Future Business team can manage tickets effectively and efficiently, with efficiency being top priority for us when we get ultra-busy

Cons

It feels as if the UI could be updated a little, but this is me looking for something to pick on rather than it being something that I 'least like'