LiveAgent Reviews

Cheap alternative for livechat

Pros:

Easy to use, cheap, well working alternative for livechat.

Cons:

I'm app sumo tier client - so, for me software is priceless :)

Really useful, even on free plan

Comments: LiveAgent was a better upgrade for the support group in my team, however I must state that it does get pricey the more members you invite to the support panel, so its not recommended for teams that are on a budget or have excessively large customer support teams (i.e. more than five staff).Regardless, it is easy to set up the knowledge base, the live chat system, the support portal and the customer forums.

Pros:

>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user)

Cons:

>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan

Liveagent problem

Pros:

This is for people who like to make new friends and I like to meet people and talk so that's fine too

Cons:

The login process of this app is very slow, if it is fixed then it can be even more useful.

HR Support with LiveAgent

Comments: LiveAgent is a fantastic tool for HR specialists. It's intuitive, feature-rich, and has greatly improved my workflow. The support team is also top-notch, always willing to help with any questions or issues.In conclusion, if you're an HR specialist looking to streamline your work and improve communication, LiveAgent is definitely worth checking out.

Pros:

LiveAgent has made HR support a breeze with its user-friendly interface and robust set of features. Communication with employees and clients is seamless, thanks to the integration with multiple channels, including email, live chat, and social media. The ability to automate repetitive tasks has saved me a ton of time, freeing me up to focus on more strategic initiatives.

Cons:

On occasion, the software can be a bit slow, but it's not a major issue. The mobile app could also use some improvement, but it gets the job done.

Mgala muue na haki yake umpe! I therefore give LiveAgent it's due

Comments: My experience with LiveAgent has been an outstanding one. Before knowing it existed, I was having constant troubles of keeping track of my clientele given that am an insurance sales person. But with LiveAgent the narrative is changed, I can keep record and group my clients depending on the products the want and also attend easily to them incase of queries on their policies for those already on bond therefore saving my time and energy and ensuring a flawless interaction between my business and customers

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.

Kudos to LiveAgent for being a champion in customer support. Exceptional and brilliant software.

Comments: The experience from our end has been a reliable one. From implementation to usage, LiveAgent has always been at the top most level in ensuring that we are able to meet our customer support delivery needs in the best way we know how. This allows us to give our customers a satisfying experience by delivering real-time support to their inquiries and ensuring they are always contented with the services that we offer.

Pros:

LiveAgent dashboard is clean and the Graphical User Interface is simplified making it an outstandingly easy to use tool. A that LiveAgent does best is allowing the customer support team to always be available for the customers by offering real-time and up-to-date resolution and customer support services. The user support is 24/7 available and very helpful. It has a lot of plugins which allows you to connect it with other products in use like Google Forms, MailEnable among many others. The livechat option is very impactful as it allows customers to easily and quickly reach out for customer support services. Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

Cons:

LiveAgent ease of usability is key to its success in ensuring that customer support services are delivered in the most reliable and effective way possible. I have used this product for a while and i can confidently say that there no feature which is difficult to use or any feature that i would want to be added.

A highly efficient support service tool that ensures customers have a unique &transparent experience

Comments: It is evident that LiveAgent has made significant efforts to enhance its customer support services through its unique tools, which offer customers multiple channels of communication and self-service options. These tools have also helped to improve response times and distribute the workload among team members.

Pros:

I especially appreciate the useful features and versatility of LiveAgent's live chat tools, as well as the easy management of customer tickets. I love the fact that LiveAgent increases our ability to respond directly and reduces downtime for support. It also enables us to track chats and tickets, as well as use email templates to send clear and comprehensive messages to our customers. LiveAgent provides comprehensive reports that allow us to efficiently analyze customer behavior. We can obtain a complete summary of customer inquiries, including information on the time, date, status, response speed, and level of satisfaction with the service. This helps us identify areas for improvement. Additionally, LiveAgent provides perfect integration with our other applications, allowing us to configure a great database for managing customer orders.

Cons:

It would be beneficial if LiveAgent's notification system could be further customized to enable automatic alerts based on the priority or importance of customer requests.

Affordable and substantial tool!

Pros:

We can arrange our call center and phone systems, making it easier for customers and staff to interact. Live conversations provide high-quality video conferencing and virtual gatherings.

Cons:

I'd want to attract your attention to a representative who receives notifications whenever a comment is submitted to a ticket. In addition, the platform features a chatroom or internal communication capabilities, which is essential for team collaboration while dealing with challenges.

Many useful features. Great companion for your website

Pros:

The location report (which shows a user's location anywhere in the world). Also, the ability to send a chat invitation to a user while browsing your website. Being able to record and store the calls received from the clients is also helpful.

Cons:

The software is pretty complete. Nothing to dislike really.

First experience with the program

Pros:

Interation with other apps, customer service

Cons:

Customer support languge is english only

Live Agent has helped us to level up our customer service.

Comments: Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.

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.

Great cooperation with Liveagent

Comments: So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

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

Huge platform with many possibilties.

Comments: I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

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.

This support desk software is fantastic

Comments: The availability of prefabricated responses is wonderful, and using them has allowed me to save a significant amount of time. I also like that I can make new fields to store specific bits of information about my customers.

Pros:

Using LiveAgent, I can view the cases being worked on by my teammates in real time. LiveAgent has made it easy for me to monitor my team's progress and understand what problems each person is solving.

Cons:

There is no internal chat functionality on the LiveAgent platform. The service has eliminated all chat features save for those between the agent and the customer. This is an essential function, as we rely on third-party applications for data transfer and communication.

Excellent Support for My Customers With Room to Grow

Comments: 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.

International Omnichanel Travel Agency

Comments: Our estrategy for customer service is to give an omnichannel experience to our customers across all the countries we work.
We researched a lot trying to find tools that accomplished that: some of the solutions were very poor and some others very expensive. With LiveAgent we found everything: an easy software to implement (we have our APIs connected with them too) with the best cost of the market.

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.

Easy to navigate with great support

Comments: I found the transition to Live Agent desk to be very easy and user-friendly. This product is an essential tool for my team. It allows us to easily see which tasks/tickets are urgent, require a follow-up, and the customizable tags help to create an efficient workflow.

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.

Great Ticketing Software, even better Customer Service!

Pros:

The things that stand out to me about LiveAgent are the automation tools we have access to even with the basic plan. It's helped our support team get organized while scaling our team and handling a surging volume of customer inquiries. The technical support we receive is literally instant, and i've only had to go through their chat service to get problems solved. Super easy and each time I speak with one of their agents I learn something new.

Cons:

There are so many features, that sometimes I don't realize some of the amazing tools available to me. I guess you can't call that a con though. The one thing that I'm missing is an undo button when replying to emails.

Great Product and Great Customer Service

Comments: I've been pleased by both the product and the customer service!

Pros:

While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Cons:

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

Simplified support in one place

Comments: Live Agent has helped me respond to customers quicker over whatever communication they chose to use. It also means I can easily see past interactions with a customer when they contact us again, allowing me to come across as much more personal to them. The organisation of tickets is excellent, distributing them by department, or agent workload etc. This has definitely closed the gaps in our customer service response, making sure nothing falls through the cracks.

Pros:

The integration of multiple customer channels into one inbox. Customers can send me facebook messages, comment on posts, emails, contact form submissions etc. and they all come into one inbox. When I reply the message goes back to the customer using whatever system they used.It make us look super responsive on any platform!

Cons:

The interface is a little dated and could do with a refresh. the iOS app is limited and doesn't have access to canned responses etc.

Customer care solution at the peak. LiveAgent is the surest help desk software.

Comments: The overall experience that LiveAgent has given us has been very satisfying and worthy. It has delivered to us more than we could ask for when it comes to customer support. Its has proved to be a vital Help Desk tool for customer care and support services making it easy for us to connect to customers and solve their issues quickly.

Pros:

I really like the customer support available in LiveAgent, The support team is always 24/7 hours available to assist you and answer any questions you have. It is a flexible and robust tool that allows you to integrate it with your communication products Facebook, Twitter, Mail, Instagram among many others making it convenient for your customers to reach out to you and for you to connect to them easily. The live chat function has excellent chat features which makes it very useful and always prove to be helpful as it makes it fast and easy for you to interact with your customers. It is easy to use for both you as the user and for your customers. It allows you to deliver personalized customer support services to your customers allowing you to reach out to all your customers at personal level depending on their specific needs. It gives you an option to include self-support function in your customer portal to by including knowledge-base articles for your customers.

Cons:

I like all the features made available at LiveAgent. They all work incredibly and am all satisfied with each and every single of them . There is nothing that i like least about it.

The CRM Goldilocks Would Have Chosen

Comments: Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.

Pros:

Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway LiveAgent exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most: - Unique ticket IDs make for easy tracking and reference in and outside the LA environment - Assigning tickets to others have allowed us to streamline time spent by experts - Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message - A decent array of Plugins helped us coordinate our customer service options and follow-through - Contact form customization is relatively intuitive and has gone a long way to help build customer trust - Customer Portal option was a nice touch, even if slightly clunky and less than user friendly

Cons:

Overall we're quite pleased. If we had the option, we'd love to see the following addressed: - Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off. - Minor issues like being unable to remove flags from threads and small UI things like this. - More support for other SaaS email providers like Klaviyo. - Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server.

Big Player, But Why?

Comments: Overall, it's been mostly negative. They have the feature set present to do something truly wonderful with the platform, but the design and execution of the product itself make LiveAgent one of the worst platforms I've worked with.
As I mentioned above, I don't think there has been a major update of the platform in years and it's long overdue for one, so I'm not sure what they're doing, nor could I, in good faith, recommend LiveAgent to anyone else when there are so many other options to choose from.

Pros:

I have to give credit where credit is due, LiveAgent offers a ton of features for a tool in this space. I have used other solutions and have been underwhelmed by their offerings and find myself still attracted to LiveAgent's feature set - so why the bad rating?

Cons:

Because it feels as though LiveAgent has been abandoned. I can't recall the last major update. It feels as though they are perfectly comfortable with where they are and aren't looking to really change or shake things up. The UI is...okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate. On top of that, the widgets and offerings of the platform are extremely outdated. The end result is something I would expect to see on the AOL site with my dial-up modem. I mean, even if you're not going to make massive overhauls to the platform (which they most definitely need to), at least keep it looking relevant for today's market - the reason I've had to drop it and settle elsewhere is for this very reason. When you deploy widgets on your site, they become an extension of your brand - and I hold myself to a higher standard; there is no way I would be caught dead with an AIM style interface on my modern site.

I like Live Agent as a product and environment for the work of the support team.

Comments: Pros: easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it) We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Pros:

easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app

Cons:

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it)

The Help Desk My Business Needed

Comments: LiveAgent has helped my business grow and improved our communications with customers drastically. I'm very lucky to have found it.

Pros:

LiveAgent has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website.

Cons:

The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world.