LiveAgent Reviews

Pros

It's simple to manage customers communication and engagements over live chats, phone calls, social media platforms and emails.It possible to build strong and long-lasting customer relationships when using LiveAgent.It is simple to organize, manage and respond to customer requests with LiveAgent.

Cons

It's a user-friendly and complete Help Desk solution that I haven't encountered any negative issue so far.

Pros

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Cons

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.

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.

Alternatives Considered

RingCentral MVP, Salesforce Sales Cloud and Zendesk Suite

Reasons for Choosing LiveAgent

Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Reasons for Switching to LiveAgent

Price, functionality, control

Pros

LiveAgent has exceeded my expectations after trying various other products. The product is user-friendly, improves my team's reaction time and customer satisfaction, and gives us access to useful data for future development. When I have a query, I like that I get an answer quickly.

Cons

I wish we could regularly incorporate social media communications. There is a Facebook plugin, however it is unreliable and unpredictable. I'm hoping that in the future there will be a more robust option for incorporating social media messages.

Pros

In general, we've had a great time using LiveAgent. With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution.

Cons

There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe.

Pros

In general, I enjoy its functionality, design, and usability. I appreciate that it's simple to use and has a great built-in chat capability; overall, it's great help desk software. It's a great piece of software. I appreciate it a lot.

Cons

We have only identified mistakes a handful of times up to this point. However, none of them have been very problematic for us. Compared to the Desktop Tool, the Mobile App is more complicated and has more expensive individual features.

Pros

I enjoy working with LiveAgent because of how nice and quick it is to generate labels and assign them to agents. In addition, the free version is excellent and competitive with premium services. Another benefit that helps me and my customer get work done quickly and efficiently is how well it integrates with other domains. I also appreciate it since I can maintain constant communication with my vendors and check in on the development of my projects.

Cons

No major issues here, however I would like to see more platform interfaces introduced anyway. If you could also update more frequently, that would be great. This is really important if we are to finish the program successfully.

Pros

LiveAgent has one of the greatest customer care teams out there, making it a top-tier customer service solution. Everything is straightforward and can be learned quickly. The process of putting it into action required zero wasted time. I appreciate the safeguards that keep our clients' information safe. In addition, I like the built-in live chat tools that guarantee first-rate, real-time customer service and make it simple to connect with and understand our clientele. All things considered, it's an excellent customer care product that any business serious about providing top-notch support to its clientele should definitely invest in.

Cons

The help desk is there to quickly and simply fix any minor issues that may arise. As far as I can see, I don't have any problems at all.

Pros

I found it particularly useful that I could make notes and combine entries. In addition, the solution integrated seamlessly with our internal administration platform, allowing us instantaneous access to any client's bookings or profiles. As an added bonus, you may check to see whether anybody else has opened the ticket you're now working on.

Cons

The option to recall an e-mail immediately after sending it was the feature I most missed while switching from Gmail. Could have avoided some embarrassment if only...

Pros

It is easy to use, and has enough features for our needs

Cons

The design feels a bit outdated, it would be nice with a facelift.

Alternatives Considered

Zendesk Suite

Reasons for Choosing LiveAgent

Full API

Switched From

osTicket

Reasons for Switching to LiveAgent

Zendesk had too many features and it was too complicated to get started

Pros

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Cons

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

Pros

LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.

Cons

I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.

Pros

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Cons

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

Alternatives Considered

LiveChat and Zendesk Suite

Reasons for Choosing LiveAgent

The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Reasons for Switching to LiveAgent

They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Pros

This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.

Cons

It would be great if their was downloadable graphs and charts, and generally easier reporting.

Alternatives Considered

HubSpot CRM

Reasons for Choosing LiveAgent

Cost and functionality

Switched From

Zoho Desk

Reasons for Switching to LiveAgent

It was easier to use than software we trialled, it offered more features and was more cost effective, more importantly I could see that it was scalable.

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.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to LiveAgent

Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.

Pros

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Cons

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

Alternatives Considered

Dixa and Zendesk Suite

Reasons for Choosing LiveAgent

Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high.

Switched From

Zendesk Suite

Reasons for Switching to LiveAgent

Price was 5x lower for same/ comparable product

Pros

1) The capability of management of all our comunication channels across all the countries we have operations in a single software.
2) We have Travel Agents of all ages, and for all of them the implementation of the software was very easy, as the adaptation to our business.
3) The cost and time savings with tools as internal calls and chats.
4) The ticket history with all the interaction (including call recordings) with our customers: this is core for a Travel Agency.
5) We can use it in spanish!
6) The configuration of IP phone lines; in Latin America that's not an easy task because of the SIP Trunk providers.
7) The ticket and phone apps that alows us to work ant talk to our customers from everywhere!

Cons

We have experienced some little bugs in the implementation, but the support team is excelent and very helpfull, so it wasn't a problem at all; they were fixed inmediatly.

Alternatives Considered

HubSpot CRM and Zendesk Suite

Reasons for Switching to LiveAgent

Because of the features, the cost per agent, the support team and the adaptation to our business.

Pros

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

Cons

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

Pros

1- Multichannel support: LiveAgent allows you to centralize all customer communications from different channels into one platform, making it easier to manage and respond to inquiries efficiently.2- Live chat functionality: It provides a real-time chat feature, enabling businesses to engage with website visitors and provide instant support, resulting in improved customer satisfaction and conversions.3- Ticket management: The software offers a robust ticketing system that helps organize and prioritize customer inquiries, ensuring that nothing falls through the cracks.4- Knowledge base: LiveAgent includes a knowledge base feature that allows businesses to create and manage self-service resources, reducing the load on support agents and empowering customers to find answers to common questions on their own.5- Automation and productivity tools: It offers automation features like canned responses, macros, and rules to streamline support processes and boost agent productivity.6- Reporting and analytics: LiveAgent provides detailed reports and analytics on key support metrics, allowing businesses to track performance, identify areas for improvement, and make data-driven decisions.

Cons

1- Learning curve: As with any complex software, there may be a learning curve involved in setting up and customizing LiveAgent according to your specific requirements.2- Limited customization: While LiveAgent offers a range of features, the level of customization may be limited compared to more specialized customer support solutions.3- Cost: Depending on your business size and requirements, LiveAgent's pricing plans may be relatively higher compared to some other customer support software options.4- Integrations: While LiveAgent offers integrations with several popular tools, it may not have native integrations for all the specific tools you use, requiring additional development or workarounds.

Pros

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Cons

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

Pros

LiveAgent is a game changer for my team an I. It has recommendable features and capabilities which ensures the relationship between customers and the business remain a strong bond forever. Some of the features I have found quite breathtaking include; the ticketing system which ensures that all customers inquiries are attended to from a single interface. Multiple agents attending to one problem can be a thing given that all these customer inquiries stream from a single interface but LiveAgent this is curbed fully since it automatically detect in cases of any collision. Another thing is that it tracks and rate each interaction with the customer and gives some ratings which can be used to track how well our customers inquiries have been answered and needs met. Referring later Incase the workload of our customer assistants escalate is a thing that we really considered and with no doubt it is handles by audit logs in LiveAgent. Clients and customers will often want more information on products, necessitating the sending of more reading materials on the same and with this you can make use of attachment and copy and paste capabilities. Also it act more as a CRM tool where contacts of companies and customers are well generated ,stored and manages in LiveAgent. Also on the same contacts can be grouped according to their needs . All these functionalities qualifies LiveAgent as the CRM tool of the present and the future. Save your business and keep track of customers and their needs.

Cons

To be honest I have loved every inch of LiveAgent and have found nothing that is opposite of what I expected. Instead it always amaze and exceed my expectations.

Pros

LiveAgent is a futuristic customer support platform which allows you to respond to you customers requests and communicate with them through multiple platforms in the likes of WhatsApp, Facebook, Twitter, Facebook, Gmail and others. This product is very easy to use for both the support staff and the customers making it possible to have a smooth customer support system within the organization. It offers outstandingly easy to use ticketing system which helps you to effectively receive, manage and respond to tickets. Also there is a live chatting function which customers can use to quickly reach out to the support team allowing proactive communication.

Cons

Using LiveAgent is very easy and you don't need to posses any special skills. Also the support is very efficient and is 24/7 available so you are assured of quality user support every single step of the way.

Pros

LiveAgent allows me to provide my customers with instant, personalized support via chat, all from one streamlined platform. Restoring active conversation in each and every encounter with customers has been crucial. The software's support team is well-known for their ability to optimize any setting. With LiveAgent, clients can instantly connect with a support agent to ask inquiries, sort out problems, and get answers. LiveAgent's ability to provide timely and pertinent responses has the potential to boost customer happiness and enrich the entire service experience. More satisfied customers are more likely to return and spread the good word.

Cons

The excessive prices have caused a financial strain on several organizations, which is something I strongly dislike.

Pros

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers.

As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted.

Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want.

In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc.

When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

Cons

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me.

So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

Pros

Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Cons

Short cuts in rich text area are conflicting with the ones in the application