15 years helping Irish businesses
choose better software
About LiveAgent
Start for Free with LiveAgent and provide excellent customer service with the ultimate customer experience software solution.
Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.
Nothing so far, still looking for something to complain about.
Filter reviews (1,567)
Usage
Sort by
Filter reviews (1,567)

Serves Our Needs
Pros:
My team likes being to easily sort tickets and assign them to relative members of our team.
Cons:
We haven't discovered any specific cons worth noting yet. There's no such thing as perfect software IMHO.
Alternatives Considered: Gorgias
Reasons for Switching to LiveAgent: Price and features
QualityUnit Response
2 months ago
Hi Morgan, Thank you very much for your review. We are glad that you have been satisfied with LiveAgent and that it has been the right choice for you when it comes to handling tickets. Remember, we are here for you 24/7 in case of any questions or issues! -LiveAgent team

Avis liveagent
Comments: It's a good customer management software. It works very well
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.
QualityUnit Response
last month
Hello Alfazar, Glad to hear you're enjoying the ease of navigation with LiveAgent! That's something we strive for, so it's great to see it recognized. When you say there's nothing missing and that LiveAgent makes your work easier, well, that's just what we're going for! The fact that we're meeting your needs and easing your process is the best type of news we can receive. Thank you for your awesome review and your recommendations. - LiveAgent Team
Mediocre lifecycle management
Comments: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Pros:
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Cons:
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
Alternatives Considered: Zoho Desk and Zendesk Suite
Reasons for Switching to LiveAgent: price affordable and worthy features
QualityUnit Response
2 years ago
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
Easy-to-use and all-in-one help desk and live-chat support platform. Elevate customer experience.
Comments: I like how perfect this help desk tool is and easy to use plus it has perfect security which meets our standards. Great user experience.
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.
QualityUnit Response
4 months ago
Hi Luke, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied both with the system's features and the support provided by our team. Keep up the amazing work! -LiveAgent team
Real time chat and 24/7 customer support with Liveagent
Comments: Communication has been enhanced thanks to the real-time chats and friendly and easy to use interface.
Pros:
I like that it is possible to get real time chat with LiveAgent and their customer support is proactive when we face issues.
Cons:
I have not experienced any issue with the tool and my experience has been nothing short of amazing
QualityUnit Response
2 days ago
Thank you for the stellar review, Philip! :) We're thrilled to hear our real-time chat and proactive customer support meet your expectations. If you ever encounter any issues or need assistance, remember we're here for you 24/7. - LiveAgent Team
My nice and good experice
Comments: I don't have a problem to this but what i can say that this is nice and useful i will recommend this
Pros:
Very nice and good highly recommended you can easy all features there and you can say that this is nice and easy to navigate
Cons:
There is no missing this is a nice and perfect highly recommended i will recommend this because this helps me easier
QualityUnit Response
last month
Thanks for your recommendation and sharing your thoughts, Alfazar. It's great to hear that navigating through LiveAgent's features has been a breeze for you. Simplicity and user-friendliness are at the core of our design, and it's reassuring to know it's making your day-to-day tasks more manageable. - LiveAgent Team

Live Chat Agent
Comments: Live Agent is user-friendly even for less experienced users. They don't have to worry about using the tool instead the system improves overall customer experience.
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.
QualityUnit Response
2 months ago
Hey there Kagisho, Appreciate your thoughtful insights. You nailed it about our reliable helpdesk solutions being a driver of workflow efficiency. Also, with LiveAgent we strive to keep things straightforward so you and your agents can focus on winning over hearts of your customers. Touching on your thoughts about the human connection, we couldn't agree more. At LiveAgent, our tech is all about support, but it's our people-powered team that continues to put the 'live' in LiveAgent. Our customers chat with real humans, not robots. We strive to balance tech efficiency with hearty laughs and empathy :) - LiveAgent Team
Superb for Communication
Comments:
Superb and reliable.
It has immensely been helpful and delivers as I had expected.
Pros:
Quick and responsive support team. Easy to use with an attractive User-Interface.
Cons:
To be honest, I have no dislikes to address about LiveAgent simply because I have not come across any.
QualityUnit Response
2 weeks ago
Thank you for the wonderful review, Muhungura! We're thrilled to hear that our support team and user interface meet your expectations. If you ever encounter any issues or have suggestions, please don't hesitate to reach out. - LiveAgent Team
Free trial review
Comments: Free trial so far
Pros:
The convenience in usage and customer-friendly pricing
Cons:
That in order to connect numbers, we have to use third party help - VoIP provider
QualityUnit Response
2 months ago
Hi Andzela, Thanks for taking time out to give us the lowdown about your free trial. We're glad you found LiveAgent convenient and pocket-friendly. About the matter of needing a third-party VoIP provider, we hear ya! While it's a bit inconvenient, it's a trade-off for the freedom to choose a provider that best suits project requirements and budget. Still, we're constantly on the lookout for ways to simplify the process. In the meantime, don't hesitate to reach out if you need further support. Thanks again for your feedback! - LiveAgent Team
Live agent best views
Comments: It offers live application and license management
Pros:
It's fast and easy to access clients who are in need of assistance
Cons:
It takes some little time before customer service attained to me because most people uses this it for their business to ease communications etc
QualityUnit Response
last month
Hey there! It's great to see your kind words about our speed and accessibility. We always strive to be a time-saver in your day. We appreciate your feedback regarding customer service response time. Rest assured that we're constantly working on improving our support processes to ensure timely assistance for all our users. If you have any further suggestions or questions, feel free to reach out to us. We're here to help! - LiveAgent Team

Excellent Experience Overall - I Recommend LiveAgent
Comments: The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
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.
QualityUnit Response
4 years ago
Hi Jacob, Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

Ticket and agent administration can be organized in a number of useful ways
Comments: The support desk, online chat, and tickets are all managed through it. We have had a fantastic experience thus far because of the streamlined workflow made possible by having everything we need in one convenient location.
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.
QualityUnit Response
4 months ago
Hi Sara, Thank you very much for your feedback. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Our team works hard every day to further improve the system, including reworking its associated mobile apps, so stay tuned for great updates coming your way! -LiveAgent team

Easy and helpful tool only for live chat services or live customer support
Comments: 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.
Alternatives Considered: tawk.to
Reasons for Switching to LiveAgent: Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.
QualityUnit Response
2 years ago
Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on [email protected] and we'll look into it. - LiveAgent Team
The software that has changed our relationship with customers
Comments: LiveAgent has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company
Pros:
The positive points are many but the main ones are - Excellent technical attention (they attend quickly to any consultation) - Easy to manage - Supports multiple languages - Quite configurable - Complete options for technical support - We have managed to integrate some other services - Everything is customizable: emails, answers, FAQs, etc - The email response system is almost instantaneous and works perfectly
Cons:
Some negative points or points that need improvement: - Some customization options are missing - The database of frequently asked questions needs to be improved - We've never managed to use live chat - When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there - The aesthetics of dashboarding are still a little old - A web widget is missing (not wordpress) - The configuration of the emails is not very intuitive
Alternatives Considered: Zendesk Suite
Reasons for Choosing LiveAgent: We changed because there were failures. Sometimes the emails never arrived, or our responses were spammed. Other times, it was a problem of limited functionality
Reasons for Switching to LiveAgent: The prices are very expensive because to the base price you have to add a lot of complements that add up and add up, raising the price a lot. It seems to be a good platform but, besides, it has never answered several queries we made before paying (it seems that trial users are not served but we can't risk not being served either when we pay)
QualityUnit Response
4 years ago
Hi Francisco, Thank you very much for your honest feedback. We are glad to hear LiveAgent has been able to make your day-to-day work life a little easier. That said, we are aware no software is ever truly perfect - our team works hard every single day to further enhance and improve the software to truly match every need on the market. Don't hesitate to send us an email at [email protected] should you need any help at all and stay tuned for more updates!

B2B portfolio management
Comments: I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.
Pros:
What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.
Cons:
I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.
QualityUnit Response
4 years ago
Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)
Great all in one solution.
Comments: Overall, we have one product for web, email, chat, and phone support.
Pros:
It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.
Cons:
The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.
Alternatives Considered: Conversational Cloud and Crisp
Reasons for Choosing LiveAgent: We found the package of features more substantial and the price was excellent.
Switched From: Crisp
QualityUnit Response
4 years ago
Hi Christopher, thank you for your honest feedback! I am very glad to hear that you have managed to set everything up according to your needs as LiveAgent was developed in a way that each customer can custom the whole automation part and other features to their needs as we understand that business can be different from one to another :) Feel free to shoot us an email at [email protected] with suggestions on improving the UI or any other suggestions you might have! We would be more than happy to pass that on our developers :)
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
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
QualityUnit Response
4 years ago
Hi Frederico, Thank you very much for such an excellent review. We are so pleased that LiveAgent continues to be the right fit for you and your company after more than two years! Our team is happy to hear you have been satisfied with the support and that we have been able to take care of any issues along the way. Stay tuned for more updates coming your way to make LiveAgent even better. Happy to have you on board!
Excellent Customer Service & Support and a Tried and Tested System
Comments: I'm really impressed with the capability and options available in live agent, without having to pay an arm and a leg. They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
Pros:
I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself. The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients.
Cons:
I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs.
Alternatives Considered: Crisp and Zendesk Suite
Reasons for Switching to LiveAgent: Cost, all-in-one solution without needing to pay additional for what should be included services. Features. Their reputation and experience in the industry. They are a well known platform that has been around for a long time.
QualityUnit Response
4 years ago
Hi Vanessa! Thank you for your generous review. LiveAgent team is always here for you in case you need any help - that is why we have active online support which is trying to make your life a little by easier. We believe that there is no point leaving you without the needed assistance :) In case you would like to give us some suggestion regarding the part where you are mentioning "I found the software is a bit dated" feel free to evaluate and send us your perspective at [email protected] - we are always open to ideas.

Incredible value for money
Comments: Amazing onboarding and buying experience. We almost haven't needed support since, as everything works and the UI is easy to use.
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: Kundo, 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
QualityUnit Response
11 months ago
Hello Jasper! Thank you for the awesome review! It's great to hear that you had a smooth onboarding experience with LiveAgent and that you've been able to use the platform without much need for support. We'll definitely take your feedback into consideration as we look to improve the platform. If you have any further feedback or need any assistance, don't hesitate to reach out to us. Thank you again for the review! - LiveAgent Team
LiveAgent enhances customer service in any context
Comments: We are making a concerted effort to engage external communication across various divisions; this has provided invaluable training for fostering constant support. With the support of LiveAgent, we are able to provide superior chat service around the clock and provide quicker responses to customers' inquiries. LiveAgent is a platform for two-way contact between businesses and their customers via chat, email, and push alerts. This has the potential to improve customer service, strengthen relationships with customers, and boost revenue for businesses. It's helped me deliver excellent support to customers despite having only basic group messaging capabilities. Using it has helped me immensely.
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.
QualityUnit Response
5 months ago
Hey there, Liam! Thanks for sharing your thoughts. Glad to hear our platform is shaping your customer relationships in a positive way. As for our pricing. We've rolled out annual plans lately which cater to all types of businesses with flexible pricing tiers. This should ease any financial stress. Also, big thanks for your 10/10 recommendation. Take care and continue enjoying LiveAgent! :) - LiveAgent Team
The support from LiveAgent is absolutely great. Live chat+ help desk solution.
Comments: My overall experience is great. I like the ability to configure the system to use in multiple departments.
Pros:
LiveAgent is used in our customers support department and we also use it to communicate with our customers making helpful and fast support. This tool is very user-friendly and easy to use by anyone in my team. I like this solution because it's fast to address problems of making the connection between customers who have issues and it's easy to direct them to available agents to help them. Great support.
Cons:
I think the reporting features should be enhanced to allow more detailed and less generic reports.
QualityUnit Response
4 months ago
Hello Christopher, It's always refreshing to hear positive feedback from our users. We agree, the ability to swiftly connect customers to available team members is one of LiveAgent's extensive benefits. The aim is to make customer support a breeze for our users, and it's wonderful that our vision aligns with your experience. Your suggestion on enhancing the reporting feature is duly noted. We continuously strive for improvement and will take this suggestion to heart. Pleased to hear your overall experience is great and that LiveAgent's configurability has been beneficial for multiple departments in your organization. Thanks for your feedback and for choosing LiveAgent! - LiveAgent Team

I really recommend LiveAgent.
Comments: We've learned a lot about how to cultivate consistent support through our efforts to increase external communication across departments. Using LiveAgent, we can respond more quickly to consumer questions and deliver greater chat service at all hours of the day. Using chat, email, and push notifications, LiveAgent allows businesses and their consumers to communicate in real time. As a result, organizations may see an uptick in income, customer satisfaction, and the quality of their client connections. I was able to provide superior service to my clientele, despite having just limited access to group chat, because of this tool. It has been quite beneficial to me.
Pros:
With LiveAgent, I can manage all of my live chat assistance for clients from a single, centralized location. Restoring two-way communication with each consumer has been essential. The help desk staff is noted for their expertise in fine-tuning the software's many configurations. With LiveAgent, customers may have an instant conversation with a support representative to receive answers to their questions and issues resolved. Timely and relevant replies from LiveAgent have the potential to increase customer satisfaction and improve the quality of the service received as a whole. When consumers are happy, they are more inclined to come back and tell others about their experience.
Cons:
While a dedicated account manager would be ideal, we have found that using the website's chat function to resolve issues is quick and painless.
QualityUnit Response
5 months ago
Hello Matthew, we appreciate your insightful review. It's nice to see how you value our centralized live chat assistance. The ability to provide instant responses and build strong relationships with your clients is at the core of LiveAgent. We're also very pleased that LiveAgent has shaped your approach to support, boosting overall client satisfaction and connection. These are earnest results we strive for! Thanks again for choosing LiveAgent. Keep rocking that customer satisfaction! - LiveAgent Team

Easy tool to keep track of information
Comments: We have greatly improved cross-communication between teams. We avoid conversations, calls and emails centralizing everything on the ticket to work. This increases team morale by increasing efficiency and positively impacts the satisfaction of our customers.
Pros:
In the travel and tourism industry there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that LiveAgent is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way. We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks. In this time where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools. And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.
Cons:
Honestly, with the ability to personalize the software, if there is something I do not like, it is because we have not configured it well. We have always been able to consult the support team about application ideas and have received answers and options according to our needs.
QualityUnit Response
4 years ago
Thank you so much for your kind and complex feedback, Roberlandy! :) We appreciate it a lot and we are super thrilled to hear that LiveAgent is helping you to manage your work in an easier and more efficient way and that it is also helping you with the cross-communication between your teams! LiveAgent was developed in a way that any kind and size of business would be able to configure it according to their needs, Just know that you can always reach out to us, should you need any help or answers to your questions! :) Our support team is always here for you :)
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.
QualityUnit Response
4 years ago
Hello Andrew, thank you for your complex and honest review! I am excited to hear that LiveAgent is helping you to handle the tickets in a more efficient way and that your customer satisfaction has gone up after making our software exclusive in your communication with customers :) The confirmation window when performing a mass action is shown by default, in order to prevent any unwanted actions triggered by any misclicks. Regarding the mail provider, you can connect any email address regardless of the provider by Forwarding or IMAP/POP3 :) The app wasn't working because a new version of it was released but our developers have already updated all the accounts so it is working with no problem now. I understand that the mobile app can be limiting, for instance not being able to use the predefined answers, but our developers are working hard every day to make it better :) You can send us any suggestions for improvement at [email protected] :)
Efficient Customer Support with LiveAgent
Comments: I've been able to solve a variety of customer service-related problems with the platform. For example, LiveAgent has allowed me to efficiently manage and organize incoming customer inquiries from a variety of channels, such as email, phone, social media, and chat. This has helped me respond to customer inquiries more quickly and effectively, which has improved customer satisfaction.In addition, LiveAgent's ticketing system has allowed me to easily track and manage customer inquiries, ensuring that no inquiries fall through the cracks and that all customers receive timely and effective support. The platform also offers a variety of useful features, such as customizable chat widgets, canned responses, and real-time visitor monitoring, which have helped me streamline my customer support processes and provide a more personalized and effective support experience.Overall, I've found that using LiveAgent has allowed me to improve my customer support processes, reduce response times, and ultimately improve customer satisfaction.
Pros:
I would say that what I like most about it is the ability to provide immediate assistance to customers. The chat feature allows us to quickly respond to customer inquiries and resolve issues in real-time, which has resulted in a high level of customer satisfaction.I also appreciate the chat routing feature, which ensures that customer inquiries are directed to the right department or agent. This helps to streamline our support process and ensure that customers receive the assistance they need as quickly as possible.In addition, the chat feature allows us to easily integrate pre-written responses and templates, which helps to save time and ensures consistency in our support messaging. The chat transcripts and analytics also provide valuable insights into our customer interactions, allowing us to continuously improve our support processes and provide an even better customer experience.
Cons:
I must say that what I least liked about the platform is that I have occasionally experienced connection or stability issues while using it. Although this doesn't happen frequently, it can be frustrating when it does, especially if we're trying to provide real-time support to a customer.I have also found that some of the advanced features can be a bit difficult to understand and configure. Although the platform is generally quite intuitive and easy to use, it can take time and effort to learn how to use some of the more advanced functions.However, overall, these issues are relatively minor and haven't significantly impacted my overall experience with LiveAgent. The platform is still very effective and efficient for providing customer support and has allowed me to improve customer satisfaction and response times.
QualityUnit Response
9 months ago
Hello Maximiliano! Thanks for sharing your thoughts on LiveAgent! It's great to know that our chat features and routing have been helpful for you in delivering quick and efficient support to your customers. We always aim to make a positive impact on your customer service experience. We are sorry to hear about connection or stability issues you've encountered. Sometimes, these issues can be caused by internet connection problems. However, if they persist, please don't hesitate to contact our support team. We're constantly working on enhancing our platform's performance to ensure a smooth experience for our users. Thanks again for your review, and we're glad to have you as part of the LiveAgent family. We'll continue to do our best to help you provide top-notch customer service. - LiveAgent Team