LiveAgent Reviews

Summary: I think it is really useful and a cool website that’s really easy to use and saves me so much time.

Positive: Easy to use and has a free trial and is really useful and helps me bring all my customer interactions with an all-in-one help desk solution.

Negative: Sometimes I just get confused while using but that rarely happens.

Summary: Easy to use option. Is not as robust as something like a Drift or a LiveChat but offers plenty of features, as a stop gap in between solutions.

Positive: Easy installation. Multiple connections plugins, from social media to websites. Tag features allow you to easily sort various conversations for reporting.

Negative: Interface feels outdated. Social media connections are a la carte, and cost more.

Summary: LiveAgent gives me the ability to provide closer technical support to my customers as I can have live conversations without having to share private phone numbers to contact my customers, but can simply follow up through tickets and through the email for which the client will never lose sight of me nor I him until the case is simply resolved and it is closed when everything is over.

It has also been practical to be able to use this platform to free up workloads since all tasks can be divided into different agents without having a single person do all the work, thus having better work efficiency where everything is kept organized and clearer. so that there are no problems or barriers when managing the tickets of many users.

So, this platform is excellent for the e-commerce of any company, and it can be implemented with multiple website editors and also with other types of platforms such as Salesforce for better customer management and sales. Lastly, if I wanted them to improve, it is its mobile version for greater practicality and mobility since I am currently a very active person who is always in various places and it is more comfortable for me to use my mobile phone than my laptop.

Positive: * I like that it is at the top with the integrations with other platforms of different categories, so it is seen that it is a very polished section because I do not have to learn so much from the documentation of or API or how its integration with other platforms works since everything is done so that you don't have to enter code to make everything work and automations can be done. The integration that I apply the most to my day to day is to be able to connect WordPress in order to automatically create tickets and have a complete tracking of the different problems or doubts that different users have when entering a website which I have indexed the integration with this platform. This and many more integration methods I currently have to optimize my work and make everything flow more naturally and easily.

* It is ideal for small businesses that want to take to a professional level the resolution of problems that they have with clients, which can all be managed very easily, any company that wants to start using this platform can choose to use the free plan that has with several functions available that can carry out a correct ticket management to follow up on problems or doubts from customers. With this platform, it can be scaled very easily without wasting time in acquiring a payment plan since it allows the free trial of advanced plans for up to 30 days, so if you want to see the performance of the features offered by the selected plan, this is It could be done before purchasing a plan and knowing if it is going to be profitable or not to be able to upgrade the current plan that a user has.

* The possibility of being able to group the tickets is nice since the tasks of responding to the requests can be divided into different agents depending on the qualities of each one to solve a problem. By doing this, you can have more efficiency when providing technical assistance to a user without the agent having problems when trying to resolve any doubt or problem. That is why for me it is very useful to be able to divide the tickets depending on the doubt so that it is a more efficient job and in the event that an agent is saturated with the same problem, I can apply optimization techniques so that users have instant solutions to the doubts they have.

Negative: * It is overwhelming how the conversations are organized since everything is separated by tickets instead of the solution being able to group the conversations of the same client. Also a good option would be to group different tickets in the same "client" so to speak, it is understandable that different tickets are created to handle different problems for different users and thus have a better order when following up on a specific case, but in order not to have a large number of tickets for different problems but for the same user or client, it would be better if they were grouped for a single person and thus have better management, therefore the different problems can be tracked separately that a user can present and also that everything is more orderly.

* I don't understand how the mobile app is a mess and with this I'm not just talking about the Android version as LiveAgent for iOS is also a total mess so it's not worth tracking through my phone but everything I have to do it through my computer's browser, making the job more tedious and slower. I don't understand how the browser experience is so good and modern with virtually no issues, but the mobile app has crashes, and the app is so outdated that it seems like the developers don't remember that they have to update and implement in the app mobile the improvements that your website currently has.

* I don't like the marketing you have on comparing prices to other platforms in the same category of software. By this I mean that on its website it mentions that per user it is the cheapest of all the competition, but if it is detailed in more detail the comparison is based on the free plan of this platform, making the comparison a bit "unfair". So to speak since you are only comparing prices but not features that it offers with respect to the published price. On the other hand, but speaking of the same point, as I mentioned, this platform shows the basic plan, but if you choose a higher plan, it would be more expensive compared to other platforms that LiveAgent shows on its website.

Summary: LiveAgent has become this most important platform mainly because thanks to it we have been able to react to each of our clients' requirements, every time a visitor on another website wants to be in contact with us, they should only use the Chat window that is located on another website to hire you directly, as long as my team of agents is active, we will be able to assist you through Live Chat. I love this platform very much since it provides me with real-time monitoring of all the requests that you are making at a specific time, I can know exactly what time people were having a specific ticket, in addition, you lack what it provides a individual view to view the number of tickets attended, the number of tickets to attend and the number of tickets that have expired the attention period. I am very satisfied with the results obtained with this platform, I consider that it was really in another financial services company to meet all kinds of requirements of our clients in relation to any of our services.

Positive: LiveAgent is a platform that has helped me a lot to manage a customer service, and I can tell you it helps me a lot to be able to manage all the tickets of our company with another peace of mind, in addition, it has an excellent connection with all kinds of emails and inbox, in order to export each of the customer requirements emails, and be able to serve them from the platform. One of the first positive things that is necessary to call me to the drawers of the form is that it also offers me the possibility of enjoying a Live Chat, which can integrate hiring facility towards my website, currently we use that live show for serve customers or visitors on another website, it has all the necessary functions to have a complete conversation, you can upload all kinds of files or share direct links, in addition, all messages are received in real time. In addition, I also loved the fact that we can correctly configure this Chat window so that our clients can contact us when we are not active by responding through this Live Chat, we have configured the contact form that is implemented in the Chat, where the client with just fill it out correctly, you can contact us to wait for our answer.

Negative: I really don't have any type of complaint with this platform, I consider that the Chat window and the management of each one of the tickets was quite pleasant, at no time did I present any type of failure with this platform, in addition, I don't have any type of complaints either with the support team that assisted me at all times to adapt to the platform when I started using it. In addition, I do not have any negative point to mention about the plans offered by this platform, we are happy with the payment rate that we currently manage with the plan that we use, we hope that these results continue for much longer, without any type of failure.

Summary: LiveAgent is an excellent platform to develop proper attention to all customers and visitors, I really loved the experience I had with this platform, I consider that the main objective of the company was to serve the customers of our website, however, we have obtained a much broader benefit, we can currently serve customers from our website and also customers from other social networks or through email contact. I was delighted with the effectiveness of having this platform, when I started using the Back my IRR that I had some difficulty with Laura adapting to the platform, I had various doubts since it was a good platform for me and I did not understand how the actions worked of it, however, the support team of this platform was always present to take me through the process of acting as a new user, I was delighted with the direction that the user help system gave me, it allowed me to quickly adapt to the platform and I understood perfectly how I should use it in my company. The changes that were generated thanks to this platform were the fact of serving customers from a much more fluid platform, in addition, this platform allowed us to assign support tickets to our various agents so that customers had to wait much less time to be served, we currently have several agents available in another financial services sector, who already have new customer requirements every day thanks to this platform.

Positive: LiveAgent is an excellent service that helps any company to improve customer service, with the help of this platform you can have perfect customer service and correct support ticket management, Comment platform you can organize each of the tickets you receive From the different methods, either from your social networks, from your company's website or from your email, this platform will process all the tickets and create a request with a code for each of the clients. One of the main things that I like about this platform is that it allows you to manage tickets in real time, this platform is capable of processing each one of the tickets in real time, you can visualize each one of the requirements that are created as it happens time, everything will be seen in real time, you will be able to receive new requirements in real time and attend to each one of them in a simple way. In addition, I also like that this platform provides me with a general connectivity of each one of the ticket sources, that means that within this same panel I will be able to receive each one of the requirements that the users or visitors have created from my social networks, visiting my website or sending an email, when communicating through any of those three methods, LiveAgent will automatically create a ticket immediately so that we can serve customers, This is excellent since previously we had a little difficult to serve customers through social again, now we receive all the requirements in the same panel and we will be able to attend to each one of them in a much simpler way.

Negative: I have never really presented any type of problem with this platform, since I started using it I have noticed that it has had innovative and positive results, it has never provided any type of failure, in addition, the platform does not have any type of bug in any of its sections or functions, behaves wonderfully and unfolds perfectly so that everyone can meet new requirements. I have no type of complaint regarding this platform or the functions that it has provided me during all this time that I have been using it, I have been using it for more than a year and I have noticed that I have always obtained positive results, in addition, at no time have I presented failures When it comes to meeting a specific requirement, I have always been able to assign any type of requirement to some people so that they can attend to it instantly, this platform has behaved wonderfully and I hope it will continue to do so for much longer.

Summary: 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.

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

Negative: 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.

Summary: 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.

Positive: 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.

Negative: 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.

Summary: 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.

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

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

Summary: We're not too sure if we will continue with this service at the current time as we are only a small business but it has been a eye opener for ways to streamline work and keep everyone in the loop.

Positive: Reminder notifications about new leads are a nice touch and making customer service a lot faster and easier to maintain, haven't had any connectivity issues and it's very simple and easy to use!

Negative: Doesn't show you how people have found you or where they have been referred from and IOS doesn't seem to agree with it all to well.

Summary: Great set of features for the price. The web app requires a lot of reload, and the iOS app works great.

Positive: Amazing set of features at great price. Whatsapp coming soon and that will be awesome. Having Ticketing and Chat in one solution is a great approach for all type of customers.

Negative: The Web App reloads too many times and is really annoying.

Summary: It is a great email management software that allows us to treat customer emails very fast.

Positive: LiveAgent makes email processing easier.

Negative: The IOS app could be improved, it misses some features .

Summary: 4/5 - still using and plan to stay. just wish it kept you logged in for livechat for longer, like being able to set a work week in advance.

Positive: Easy to use, amazing fast customer support on live chat, reasonable trial extension, great for creating custom forms post purchase.

Negative: Always times out so my livechat never shows as being online as i have to relogin 20 times a day to keep it online.

Summary: All in one solution with a universal inbox, all tickets and chats are managed from one place.
The customer support is very fast and kindly. We hope they will speak italian in next future :D

Positive: The software is brilliant for anyone who has multiple points of contact with customers. We revolutionised our customers management.

Negative: It doesn't affect using LiveAgent negatively but we're waiting the Instagram Directs (chat) to manage the customers on this accounts.

Summary: LiveAgent has done very well to provide us with good customer service. It is very important for us to solve all kinds of customer doubts and allow them to feel absolute comfort when communicating with us. LiveAgent has been fantastic software, and we are grateful for the great experience it has given us as we have been more organized in customer service requests, and we have also been able to chat with each of them in real time. This platform is quite complete, despite the low efficiency of the antispam system, I consider that it has a lot of potential to offer a totally comfortable customer service. We will continue to use LiveAgent without question.

Positive: LiveAgent has been a true solution to provide better service to all customers and accompany them during the sales process. Answering all the doubts for us is a very important factor, that is why we pay a lot of attention to all the requests that we receive in LiveAgent. I really like that this platform allows us to make a direct live connection with each client, this chat is quite complete, it allows us to share images, files or documents, it also allows the user to place their personal information in order to achieve better customer service. Another of the things that are really positive in LiveAgent is the fact that this platform generates tickets automatically, these tickets help us a lot to be more organized and to be able to distribute each of the requests among all the colleagues who are in charge of serving the customers.

Negative: In our company we hate the Anti-Spam system that LiveAgent has. We strongly disagree with the antispam service because it does not do its job very well. Since we have been using LiveAgent, we have had problems with this system due to some malicious people or bots with malware, repeatedly trying to generate requests in our live chat window, causing the queue to become saturated, and the system generation of tickets, collapse. This is not something that does not always happen, but very occasionally, but in the same way they should add an antispam system capable of detecting bots that make repeated support requests.

Summary: In general, I consider that LiveAgent has been a software with a fairly good experience, because in our company every day we receive new requests from clients, being a real estate company, we always have to be attentive to give much greater attention to all clients who are interested in our services. For this reason, LiveAgent has been totally beneficial for us, since we have been able to answer customer questions in record time, in addition, thanks to the ticket system, we can better organize and distribute cases, so that each of my colleagues also cater to customer requests. LiveAgent is very attractive software, its interface is very comfortable and I feel very good using this software to control customer requirements.

Positive: Having LiveAgent in our work system has been one of the best things we have done, because with this platform we have been able to offer a personalized help system which has allowed us to establish direct contact with clients and thus be able to generate more sales. One of the things that I liked the most about LiveAgent is that the system offers me an excellent sending of notifications, which notifies me on my computer and on my mobile phone when a client needs personalized support, and these notifications are surprising, they have helped a lot since we can give an answer in a better time to all customers. Another thing that I liked about LiveAgent is that this service gives me a wide view of all the cases or requests of the clients, and thus I can know which clients my colleagues are attending and which requests are still unattended.

Negative: One of the complaints that I have always had about the online support service that LiveAgent has offered me is that this platform has problems controlling Spam, on several occasions we have received many Spam entries from people or robots that enter our system with in order to send us messages simultaneously and this causes conflicts to be generated in the generation of tickets automatically. I would like the Spam system to be more effective and to be able to protect me more from bots entering my online support system.