LiveAgent

Pros

Easy setup. It is offering great features to help you learn and grow. Great potential.

Cons

So far very good. Nothing to dislike about LiveAgent.

Pros

Clean interface, reminder management, gamification, ticket info search.

Cons

Not perfect handling of multiple ticket merge.

Pros

LiveAgent is very good product to use in our company, we are able to manage remotely IT support and technical tickets

Cons

We are very satisfied with support and services. And we do not have anything to dislike about these products.

Pros

There is no time or storage space limits on the tickets
The cost is affordable
The servers can be in Europe and the system is RGPD-compliant
The integration with Zimbra is also a plus (although I could not test it in the free trial)

Cons

In case the student sends an email to me instead of the support address, I would like to forward it to the support address and to see a ticket associated to the student (not to me). When I forward a message to the support address, this automatically creates a ticket (this a good) but I have to manually re-assign the [sensitive content hidden] to the original expeditor. It would be better if LiveAgent automatically assigned the ticket to the original expeditor.

Alternatives Considered

Reasons for Switching to LiveAgent

Pros

I love everything about it, the format, layout the way of ease it helps my work flow to ensure I can easily track customer questions and requests... The live chat feature looks great on our store and the pop ups which I customer starts a chat ensures I dont miss anything, something which happened a lot with our previous software. Couple times I have reached out for support, they've come back very quickly and helped me with my own questions. Really happy with liveagent.

Cons

To be honest, not really comes across anything... I was looking for something simple, and for me this is it, works so well for my needs and my customers.

Pros

Live agent is one of the most advanced chatbot tool which help our business to connect with our customers through chats, phone calls and other sources. It works online and it's interfaces is also quite simple and easy to navigate and learn as we have been using this from more than 2 years now. So, it has definitely helped us in laying off lots of physical customer support from the organisation.

Cons

I did not find anything which did not directly helped in growth of our company it is just that the software is quite premium in terms investment which it asks from companies on the other hand it also provides lots of chatting options and customer connectivity features in the organisation but it may not be a great tool for small companies or local businesses.

Pros

I give double thumbs up to the fact that LiveAgent integrates multiple communication channels such as email, live chat, phone calls and social media into one single integrated repository.

Cons

LiveAgent is the most robust customer support program which I have ever used.
I find nothing to outline as a flaw since it accomplishes all my needs.

Pros

I use LiveAgent on a daily basis to communicate with customers through voice, video and live chat. That way, K have improved customer satisfaction which help retain customers leading to high ROI.

Cons

Never have I experienced any error on LiveAgent, even though I haven’t used it for so long.

Pros

LiveAgent is used across all departments in my organization.
I like that it allows me to offer live customer support.

Cons

It was quite daunting to integrate to our company website until we acquired support from the vendor success team.

Pros

LiveAgent enhances immediate customer support through live chat and integration with omichannels such as email, chat and social media.

Cons

Truth be told, I am getting everything I yearn to streamline customer satisfaction with LiveAgent.

Pros

The level of customisation and tailoring to your business needs.

Cons

Some WhatsAPP business API features are missing, such as buttons, but I understand that they are already working on them.

Alternatives Considered

Reasons for Switching to LiveAgent

Pros

Quick and simple to setup with in depth ticket managing system.

Cons

It would be useful to have the option of different widgets depending on mobile or desktop usecase.

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

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

Easily helps us get all communication channels in one place.

Cons

Had a little bit trouble setting up SIP Trunk but finally made it work.

Pros

I liked the way the information was straight forward and easily understandable. It was very thoroughly explained and I would recommend it to others.

Cons

I would suggest to include more audio visual content to enhance the experience of all users and reach all types of audiences and learners.

Pros

LiveAgent is the central repository for customer communication management in my Automotive agency. It streamlines customer support in real-time.

Cons

Were it not for LiveAgent, I would be facing a lot of issues engaging with customers.

Pros

Among the many great things about this application is how fast and easily any user can become used to its straightforward UI. There is a mobile version of the product that eliminates the requirement to physically visit an office team in order to initiate a live chat with clients.

Cons

Notifications are generated for certain messages, but not for others. It lacks the consistency of email notifications, which could be a mistake given the current state of affairs.

Pros

LiveAgent enables me to save time by automating incident and ticket management which hell solve customer issues rapidly.

Cons

It was quite daunting to integrate to our company website until we acquired support from vendor technical team.

Pros

LiveAgent offers a wide range of features from email management, unified communications, customer experience to engagement in one single integrated repository.

Cons

Every aspect works perfect for me when using LiveAgent at workstation.

Pros

Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.

Cons

It is good to technology improving people's lives, but one thing that must not be forgotten is that the same people using technology have feelings, they need someone with compassion, sense of humor and true feelings. Sometimes LiveAgent fail to cover human emotions.

Pros

Support from the Liveagent in every case we had so far.

Cons

Nothing, everything is great and we like it.

Alternatives Considered

Pros

I like the efficient features of LiveAgent.
LiveAgent has been a reliable tool for personalizing customer experiences.

Cons

LiveAgent has been so effective and flawless to use.

Pros

Liveagent is the best customer management software among many others. It contains several features and its customer service is available at all times.

Cons

The major problem I encountered with liveagent is the inconsistency of its auto-reaction, especially in French. It is very responsive but not too relevant.

Pros

Support features make it possible for users to submit enhancement requests and choose the ones that matter most to them. In addition, it gives us the opportunity to have a discussion with the user as we implement and review a feature. The conversation can be publicly accessible by searching our knowledge bank. The conversation service works well and generates many excellent compliments from our users at the end of the conversation. Of the ninety-eight percent of those who chat with us, management will know how our customer service is doing.

Cons

The mobile version has some flaws, but when it is up and running, at least it allows you to read and respond to emails. Examples of errors include not being able to move the ticket to another sector. Also, the feasibility of incorporating an administrator log in would be helpful in the mobile version. A couple of times, when solving a ticket, the website will not show the entire list of remaining posts. In spite of the fact that, when moving, tickets come up, so it's not a big difficulty, however I would like to observe if it is sanitized.