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):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

436 Reviews of LiveAgent

 

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Software Advice Reviews (26)
More Reviews (410)

Showing 1-20 of 26

susan from Linkasink
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

LiveAgent for website

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Perfect solution for instant communication for your customers online.

Pros

LiveAgent is great to have on your website. It gives instant contact to your customers for sales or general questions and /or support. If you have a website, you should have this feature

Cons

Someone will always have to be online to receive the notification that a customer is attempting to contact you.

Review Source
 
 

Md Jasim from ACE Controls Ltd, Siemens
Specialty: Engineering
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Easy to use and flexible features.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Excellent.

Pros

Immediate live supports to customers any time. I use it in my company website for better customer supports.

Cons

It has more flexible features that contains more information to knowing about it deeply. I would recommend to other customers to use it.

Review Source
 
 

Tammy from Joseph D. Carney & Associates
Specialty: Legal
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Live Agent is Wonderful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I highly recommend this product!

Pros

I love this software! It makes it so easy to communicate with clients and helps to make our office so much more efficient! Highly recommend.

Cons

Price; this is the only con i can think of and really you get what you pay for so if you are looking for a high quality product this is totally worth it. ;

Review Source
 
 

Jen from Quantum Business Solutions, LLC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Live Agent - Great Online Site Communication Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, this is an excellent product and I highly recommend it. You can brand this with your own brand which is nice.

Pros

Very much like Skype without Video
Easy to Use for the Laymen
Easy to integrate to any site
Easy to manage multiple conversations
Easy to send links and helpful information
Easy to send to another worker to take the customer

Cons

Depending on your budget this can be a draw back. Many start up companies can't afford this and with that mentioned, there are other options you can look at if you have a tight budget

Review Source
 
 

Colin from Redeem
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

The best around

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

LiveAgent is the fastest and most reliable CRM system available. Easy to use interface and so many customisation options available to seamlessly integrate LiveAgent into any business need.

Cons

There are no cons to using LiveAgent. I would strongly recommend that anyone who requires a CRM system uses LiveAgent.

Review Source
 
 

Kaire from Melton Truck Lines
Specialty: Transportation
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

It is FUN! I love being able to see what they are writing. It's like mind reading.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Did I mention that it is fun? It's fun.

Pros

The preview of the text being typed is my favorite feature. It is like mind reading. Being able to form a reply and have it get back to them quickly is priceless.

Cons

The LOUD ring when a chat opens up, but that is probably just an inhouse issue and not a LiveAgent issue.

Review Source
 
 

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.

 
 
 
Showing 1-20 of 410

Jennifer from Mel Foster Co.
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Best chat integration on the market

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

Overall the best business investment that I've purchased to date. It will make handling clients so much easier and more productive.

Pros

The system will allow a much faster response time than if you were handling the questions yourself. It keeps track of everything, so you don't have to monitor. It allows you to offer the best customer support for your clients. It will save you money by not having to man the emails and other forms of contact by yourself.

Cons

Other than the mobile app running a bit slower, I cannot think of anything that I don't like.

Review Source: Capterra
 


October 2018

October 2018

The right price point to have virtual 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
Pros

-Ease of use
-Once again, the pricing made sense especially for small/mid business
-Response time was a lot better than I expected

Cons

If you have issues using it as a SAAS, you may not like it. Some people have a preference to keep everything in-house.

Review Source: Capterra
 

izak from kidumi
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

the best option to get more leads

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

live agent is really the best option of converting visitors into leads, the visitors can get answers to many common questions and with the option to create a bot this is really helpful

Cons

creating the ready bot might take some time

Review Source: Capterra
 

Sanjam from Accenture
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

With LiveAgent, we quickly solve customer problems

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 use the service to provide quick assistance to our customers. Most of all I like the ability to communicate via mobile app. This is convenient when a client asks for help after hours. There are also templates that help us quickly prepare an answer to a question.

Cons

The application does not show the full list of tickets until the “solved” ticket is completed. It is necessary that the developers add this feature.

Review Source: Capterra
 


October 2018

October 2018

Really great live chat 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 have only used this as an end-user perspective, but it really is easy to use mostly because it is so simple.

Cons

No complaints, but like I mentioned I've only been an end-user for this. Will continue to use as needed.

Review Source: GetApp
 


October 2018

October 2018

I use LiveAgent where ever it's available

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 will use a Live Agent when ever possible. As soon as I log into a site, if there's a LiveAgent available I'm clicking on the option.

Pros

I love that I don't have to dial in and play around with an IVR system or put on hold to get to a live agent.

Cons

Not so much the software, but in order for the software to work, you need employees who know how to type & spell and have great customer service skills.

Review Source: Capterra
 

Olga from METRO Cash & Carry Ukraine
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Great solution for business of any level

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 switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks - all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).

Cons

Since the functionality is very wide, it takes time to deal with it. I would like more detailed instructions, with screenshots. It would be possible to save time on solving simple questions, and so you have to contact the support service.

Review Source: Capterra
 


October 2018

October 2018

fitbit

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

How To Fix A Problem And Not Having To Wait

Pros

Having Someone Answer My questions right then

Cons

I Did Not Have Any Problems So Nothing, If I Had To Pick Something It Would Be Having To Do The Typing

Review Source: Capterra
 


October 2018

October 2018

Quick and easy to reach out to your audience

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

This is a really quick and efficient way to respond to clients, gives them the real touch and quick turnaround time to answer queries. I like the fact you can integrate this with other social networks and the price is reasonable.

Cons

The social network integration can be time consuming and you will need to spend some time syncing them up but after this it is fairly easy to use.

Review Source: GetApp
 

Mike from StormWind Studios
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Live agent has gotten very popular

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

My colleague recommend this to ease workflow and stay organized. Handles a lot of end users so this ends up making his day easier to manage.

Pros

As time progresses, your seeing live agent on more and more websites. They offer solid support and the software allows for solid organization of incoming tickets for your helpdesk to support the end user.

Cons

I've been told it's straight forward and easy to use

Review Source: Capterra
 

Vilnis from SoftServe
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

A cool program for the technical support 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
Pros

This is an excellent service (and in my practice I managed to test many of these programs), helping to establish the support service. This client perfectly integrates with most of the most common CMS, installed on different platforms. As soon as we transferred our technical support service to this program, it became easier for us to analyze the reports, understand what the errors of the specialists were and how to correct the work in such a way as to obtain a better conversion.

Cons

The service does not have a free fare, there is only a free trial period, for which it is necessary to have time to evaluate all the functionality.

Review Source: Capterra
 

Ruslan from Softline
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

LiveAgent helps you connect with customers from all over the world!

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

LiveAgent is a cool program that has a lot of useful functions. For example, we previously used a tariff plan on which you could set up a chat right on the site, that is, embed it in any project. This is very convenient, so I recommend this option. And for those who doubt, you can try a free subscription.

Cons

Installation and configuration of this client on our server was not so simple, besides, we had to retrain employees from technical support who previously worked with other software.

Review Source: Capterra
 

Tevin from India Today
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Simple and easy to implement platform for our support 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

We have LiveAgent chat service enabled to our website. It offers everything under one application. Choosing LiveAgent is mainly beneficial due to the reason that we didn't have to go to any other services to offer better customer service to our online customers. It allows social media integration which helps the chat agents to see and reply to tickets/comments they receive through all the social media. Tracking the working hours of chat agents is just an automatic process which ensures quality and efficiency. LiveAgent is the best choice for any type of organizations that mainly do online business.

Cons

Not an economical option for small companies. A need for such a reasonably huge amount towards customer support is painful for startups and small companies. We were not able to create separate groups for each department to determine which tickets/chats should be assigned to each of them. When we contacted the customer care, they say this kid of option is available only with an enterprise plan which costs way more than what we were paying.

Review Source: GetApp
 


September 2018

September 2018

A great all-in-one 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

Integrations, Phone Support (SIP), Customizations

Cons

That platform doesn't have Whatsapp/Viber integration

Review Source: Capterra
 


September 2018

September 2018

Be st product for B2C 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
Pros

flexible features, multi-channel support

Cons

multi language , customizations, rules, triggers etc..

Review Source: Capterra
 


August 2018

August 2018

Useful tool for customer support

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Overall LiveAgent includes everything you need for customer service, centralizing all operations of the different ways used by users to contact a company

Cons

Sometimes managing tickets is a bit cumbersome when you want to deal with the same issue more and more. It could be definitely useful to have a simple way to put together several related tickets

Review Source: Capterra
 


August 2018

August 2018

LiveAgent helps address necessary issues with direct support in minutes.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Quick response while experiencing an issue you can talk to someone and get help. I've used Live agent in many platforms as a customer. I think it is an asset to many companies that use this, helps increase customer satisfaction and appreciation in how issues are troubleshooted quickly.

Cons

No issues with this software. I've never seen issue with using once connected to the other party I was able to use the live chat.

Review Source: Capterra
 

Nataly from Sigma Ukraine
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

Modern technical support in your pocket

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

LiveAgent captures from the very beginning of use and everything starts with a first-class interface that is simple and intuitive. In it, the developers were able to connect all the necessary components - simplicity, convenience and aesthetics. And also there are no problems to base your call-center on the basis of the program. We often take questions from our users and customers, they must respond to them as quickly as possible. And all this can be provided by LiveAgent.

Cons

Developers for some reason did not think about such a function as exporting applications, and it takes too much time to manually perform this task. It was possible to make the adjustment of the columns in the list, but these are trifles.

Review Source: Capterra
 

Praveen from Accenture
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2018

August 2018

LIVE AGENT: ONE OF THE BEST HELPDESKS

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 provides a platform that helps in combining one or more channels into a single and compact package. Firstly, its GUI is very simple and easy to understand i.e. you can operate it with a short learning curve and secondly, it is very reliable with excellent customization. Its working is nice with a lot of flexible options. It also supports self-service. You get all this at a very reasonable price i.e. anyone can try it as whenever he/she wants to do. I prefer this as it is very easy to implement in very large teams as well as one can manage social channels also. Really Great!! Its pricing structure is also very good. It has some other function also which are amazing. Wanna know, here are they: postpone ticket feature, inbuilt live chat, phone as well as chat integration, multiple customized view, etc.

Cons

This application also has some negative aspects. Its search is not perfect and accurate. Its mobile app needs statistics agent. WhatsApp integration is not available which is a very big problem. Sometimes bugs occur which results as a barrier in workings. Problems about its loading and lagging should also be kept in mind. Its Spanish translation is having some grammar as well as spelling mistakes. Lastly, all its functions are not organized as some of them are hidden.

Review Source: GetApp
 

Amber from Speed Commerce
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

So simple to use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Its really easy to use. We use it for live chat, emails and tickets. I really like that we can customize it with our own quick messages so we don't have to type everything out all the time. Its really easy to keep track of the interactions we've had with our customers.

Cons

I've never really had any issues with this program.

Review Source: Capterra