LiveAgent

Pros: To support live chat services on your website, LiveAgent provides a full toolkit. Location reporting, which displays the user's location in relation to the rest of the world, and the capability to push a chat invitation to a user as they surf your website are two of my favorite features.

Cons: The need to periodically check in to your account in order to keep it active is the only drawback I can think of. For fear of having my account canceled, I detest having to set a reminder to check in.

Overall: LiveAgent is a really easy to set up tool which helps us a lot in our day to day work. It takes a lot of work from us and offers a really simple but great overview about all your problems. It is very beneficial and worth its money for sure.

Pros: I like the fact you are able to integrate numerous email inboxes to it and assign each agent emails.

Cons: When searching for past emails it can sometimes get a little confusing ensuring you select the correct filters, otherwise you will not find what you are looking for.

Overall: Generally a great system to use on a daily basis as part of a team.
Great that eat email thread has a unique code which can be easily looked up.

Pros: LiveAgent is the perfect platform to have a correct administration of all the support tickets of your company, a company constantly receives various tickets with requirements from customers and website visitors, with this platform you will be able to control the great mass of tickets that receive within your web page, you will also be able to give a much more optimal support to all clients, attending to their requests in real time, and managing to close cases of requirement in a matter of minutes. The thing that will draw my attention positively on this platform are:

1.- I love having an optimal administration of all the tickets, with the help of this platform I have been able to manage the status of each one of the tickets, managing the attention of each one of them, as manager of the project sector, I have been able to transfer all these requirements towards custom agents from the other company as well as optimal project accent agents that can handle specific requests so I'm really happy with the ticket handling system because I can break it down into the number of agents that are connected at that moment, thus achieving that the tickets are resolved in a matter of minutes.

2.- The notification system of this platform is also optimal, I say this because this platform sends immediate notifications and warnings to the inbox that you have associated, as well as to all the devices that are using that account. I love this notification system because in this company we are not attentive at all times to requests that we receive, so it is completely beneficial to receive immediate notifications, to know what the attitude is like when we receive a new request for a doubt, to serve all customers in record time.

3.- The application for mobile phones also works wonderfully, you can attend to all the docks simultaneously, so you can view the tickets that are being attended to in real time by one of your agents. The mobile phone application is extremely complete and they offer you the same experience that you get from the desktop version, so you do not have to worry and you can manage all the requirements of your mobile phone, it is not necessary to use your computer.

4.- LiveAgent offers an excellent live chat system, with which you can meet all the requirements live from your website, linking this platform to our website is quite simple, and this chat is really optimal for life that allows us customize the interface of it, we can customize all the colors within this chat, as well as we can customize the general interface of the live chat, to achieve needs.

Cons: I have never presented any type of failure during the use of this customer service platform, I have incorporated it with my website and I have been able to have correct customer service without any type of interruption, in addition, the friend ticket system worked perfectly. Optimally, it has never given any type of error during customer service in real time, in addition, it has also been able to provide us with an excellent monitoring system for our inbox, to attend to all the emails sent to us by other fronts. I am grateful to this system because it has worked optimally and has not given us any type of error within the two project sectors, and we are happy because it has provided an excellent customer service system. I hope that this platform continues to work without any errors, since I really like it very much and I like that it is incorporated during all this time within our company.

Overall: The general experience that I have obtained with this platform has been really optimal, it is being used by more than 10 sectors within the company with the main objective of attending to all the requirements of the clients, and vocations we have few agents working for the attention of customer requests, however thanks to this platform we can divide the work, and divide the number of tickets to attend during a specific time. In addition, with the help of this platform we have also configured the customer service time during live chat, we have scheduled a live chat opening time and a live chat departure time, so that customers can contact us at a specific time. . That's good customer service, it has also provided us with really useful features at a very affordable price, we have not had to pay high fees to enjoy all the customer service functions, in addition, we have been able to have real-time monitoring of the status of the tickets, to know with that attitude which ticket and which tickets remain to be attended. I hope to continue having that optimal experience, since this software is one of the main ones within our company, it is really very important to achieve correct customer service every day.

Pros: Just an extremely user-friendly product, which is simple to use for a COO that is not technologically proficient like myself.

Cons: I have been using LA for almost a year and have yet to find a negative.

Overall: The MTW leadership has been overall incredibly impressed with LA. Price, functionality, ease of use, superior customer service - all top notch!

Pros: Easily track everything. We used excel for tracking, it's a way better and there are a lot of more features too.

Cons: It is a bit difficult for some of our colleagues to use.

Overall: The price is ok for this value, honestly recommend for every small business who wants to grow. You can try the software for free for 30 days!

Pros: Fast! Cheap and easy to use. Everyone should use it, it's very easy and perfect for any job as LiveAgent.

Cons: I've used the site for a long time, and really haven't found any cons.

Overall: I found everything very good, I have nothing to complain about, I recommend anyone working as a LiveAgent to use the site.

Pros: LiveAgent It is considered by us as one of the best ways to manage customer requirements and be able to have a ticket system at hand to answer all questions. One of the main things that stand out in a positive way within this customer service system is that they have a system where various agents can be integrated, which will be in charge of answering customer questions. This system of agents allows each person to can accept a requirement or reject it, it allows transferring one of the requirements to a specific person and thus they distribute each one of the tickets to attend them without the need for any queue to form. Another positively impressive thing about this platform is that it has a ranking of agents, this ranking helps me to know exactly who the most outstanding agents of our company are, and thus be able to give them timely recognition, through With this ranking we can know all the requirements that each agent has met and the percentage of effectiveness that they have. Another thing that I loved about this platform is that it has an automated system to block the collision of agents, for example, the system automatically detects when a person is attending a ticket, and automatically blocks it so that no other agent can meet the same requirement and there is a clash within the attention of the ticket. Finally, I must also admit that I loved the free trial that this platform offered me, I used it in approximately two weeks and October with excellent results, I was able to quickly adapt to the platform to be able to use it much more generally within my company, after passing these two weeks trial, we opted for a LiveAgent paid plan and we don't really regret it.

Cons: To be honest, I have no problem with the general operation of this platform, on the contrary, its general operation has made my company take a different direction and I can achieve constant satisfaction by serving customers without having to make them wait for a long time. this platform has behaved excellently in every way, its version for mobile devices has also been developed and has worked quite well, also the version for computers does not have any kind of bugs that could jeopardize the usefulness of the user. I am happy with the results obtained so far, and I am grateful that the platform has not given me any type of problem and has not limited the contact I can have with all pending issues and requirements.

Overall: Our general experience is defined as perfect, because we have not presented any type of problem during the use of this platform, since we started using it the only thing we have had are the result of innovators, it has really changed the mechanism of attention to the clients and has provided us with a mechanism in which we can contact clients consecutively. It is incredible how a platform allows me to control the general customer service system, I can modify the service hours, and create forms which will work to be able to contact us when the customer support team is not there during business hours. Our customer service team only works from Monday to Friday, so setting up a service schedule with a corresponding date helps us to have live control of all requirements. I love the way this program can generate tickets and store them in my inbox so I can attend to them when we get down to business. I am happy with everything this software has given me.

Pros: Easy to use the software, nothing is lost, we have a really good care of our customers thanks to this software.

Cons: Could not find any cons to be honest. We love the software.

Overall: Easy to work with for everyone in our team. Saves us lots of time and trouble. Nothing is lost, thats something we like most.

Pros: All in one solution including e-mail tickets, live chat and call centre. Always helpful and fast customer support from the LiveAgent team.

Cons: Sometimes we encounter some bugs in the application, the user interface could be refreshed to be sexier… Spam handling could be improved.

Overall: The perfect alternative to Zendesk, much better priced with tons of features. The software is easy to use.

Pros: The monitoring, attention and management of requirements are one of the things that most interest us in our work environment in order to offer immediate attention to our clients and visitors. LiveAgent has been a software that arrived approximately 1 year ago to our company, and the things that we have liked the most are:

- LiveAgent has a very organized ticket system. In this ticket system I can check the requirements of all visitors and customers by order of arrival, LiveAgent shows me the tickets by date of delivery, this helps me maintain order, I can serve customers depending on their time of delivery. In addition, this ticket system allows me to serve customers without getting confused.

- LiveAgent has the function of showing me in real time the cases that are being handled live by the various colleagues in my company, no matter if they are in a different sector. LiveAgent shows me the status of each of my colleagues, I can know what case they are dealing with and how the request is progressing.

- It has an excellent anti-spam system so that no visitor can send several tickets consecutively and thus fill our LiveAgent inbox. This software blocks all attempts to spam our live chat.

- LiveAgent allows me to transfer the request to a specific department with just one click. There is no need to do anything extra to transfer a client to one of my colleagues.

Cons: One of the main problems we face while using LiveAgent are the following:

- There is no way to make comparisons of which agent in our company is being more profitable than the others. LiveAgent does not offer a Leaderboard service to see which employee is excelling at customer service. In addition, it is not possible to visualize the effectiveness rate that each employee is having in customer support. Currently, LiveAgent allows customers to leave a review about the support offered, but LiveAgent does not offer a detailed system to know what effectiveness rate each employee is having. This system would help us keep track of which employee is most qualified to offer support.

- There is no way to conduct conversations with other employees through the LiveAgent platform. Currently this service only allows chat between the agent and the client, there are no chat channels for employees to chat. This is quite a necessary feature as our employees are using third party software to communicate and transfer requirements.

Overall: In our company, we divide the requirements of the clients in order to give immediate attention to all the clients and visitors of our website. For us, LiveAgent has been a very useful software, it has helped us to maintain an order in the support requests, in addition, it has helped us to offer online support 24 hours a day. I love being able to attend to all clients in what they need and resolve doubts as soon as possible. Day by day we receive clients for consultations in our real estate company, in addition, they have various doubts about our properties, we have been able to attend to all those doubts in LiveAgent without any problem, it is a fairly comfortable software to use, with incredible effectiveness.

Pros: Having all tickets (and chats etc.) pertaining to one specific customer in one place (regardless of which agent and when tickets were created) is very helpful. The software we are currently using does not do that and it takes time to find information in previous tickets.

Cons: This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons.

Overall: It has all the features that you would expect from a helpdesk software plus great support. It also comes with lots of other functionalities.

Pros: Live Agent is so easy to use. The interface is incredibly user-friendly. I am somewhat technologically challenged, but after watching the Live Agent you tube videos and tutorials I learned how to do everything I needed to provide excellent Customer Service!

Cons: There really is nothing. Been using software 5 months and yet to find a negative.

Overall: Live Agent is simply the best product that we - a growing company that markets a fitness app with a MLM component - use on a regular basis. The pricing is fair, and the LA people get back to any of our CS inquiries VERY quick. Highly recommend it!

Pros: Lots of different functions such as live agent, FAQ, knowledge database all in one solution which is easy to control.

Cons: UI could be improved as there are better ones in the market.

Overall: We have one product to connect with web, email, live chat, and FAQ support. From content control view, it is fine but not sure about the other parts.

Pros: I have been using live agent for a number of years and I have to say this is the best chat service I have experienced.

Cons: I am not a fan of the system logging users out after a short period however they are in the process of investigating this issue.

Overall: It's very easy to set up and if you do need a helping hand their 24/7 tech team are more than happy to assist you, I love that you can personalise the chat service to suit your company i.e colours/logos.

Pros: Excellent software, no bugs, very stable. Does everything it promised.
We can not work without it anymore.

Cons: Always ideas how to improve and further develop it, i am sure it will come soon.

Overall: Excellent support, nice contact, pricing comparatively cheap, already recommended it to other companies.

Pros: Implementation was very intuitive and we were ready to start using the system within a day. We especially like the automation options, using tags and a seamless integration with the mobile app.

Cons: There could be more templates for the Customer Portal, although these can be designed manually with css.

Overall: We are very happy with LiveAgent and look forward to explore all its options. The 24/7 helpline proved to be one of the best assets of this system.

Pros: Clear interface of the web application, It fulfills its basic task - customer support (tickets). There is less phone calls so it's more comfortable to work.

Cons: It could be a bit cheaper but luckily the company pays :)

Overall: We design websites and work with many Clients so there are quite a lot of questions and comments. LiveAgent helps us organize the communication channels and tech support. Everything goes to one place.

Pros: E-mail templates, contact widget that is easy to integrate with Wordpress, excellent support provided by LiveAgent.

Cons: Mobile app looks quite old. It should be redesigned and refreshed.

Overall: I would recommend this app for all companies that provide troubleshooting for Clients. LiveAgent has also great support - I hade one problem and it's been solved within few minutes.

Pros: I like LiveAgent because it is simple to use and allows us to connect with our website visitors from multiple platforms, 24/7, ensuring that we don't miss any potential customer tickets.

Cons: There is no native option for clients to leave reviews on tickets from emails.

Overall: A very helpful tool that facilitates everyday work. Everything is in one place and you can easily make a report on the work done at any time. Each customer request can be analyzed according to his needs.

Pros: The fact that LiveAgent turns customers' emails, social media messages and calls into tickets makes it easier to manage or take records on agents performance.

Cons: There is no native customer reviews option. There is a 3rd party APP tool but it is expensive.

Overall: LiveAgent is straightforward to use and offers many features that can be customized to meet the business requirements.