LiveAgent Reviews

Summary: I would definitely recommend it to anyone who has an online business because it is easy to use, has a lot of great features and its price is not expensive for what it offers.

Positive: I like this software because it makes my customer service advisor job very easy. I can chat with customers, call and respond to tickets from the same page. I also like that each ticket, call, or chat opens in a new tab, making it easier to multi-task.

Negative: A couple of minor things that I don't like:
1. When I reply to a ticket/email the reply has > at the beginning, making it not so easy to read in a string
2. Having to end a call before being able to make another one

Summary: I cannot see a time when we will not be using this software, The company have been brilliant to work with and i wish them all the best

Positive: Being able to pull all our customer care and sales teams into one piece of software but manage all the customer interactions in one place has not only saved us time it has improved our levels of service. We now have happier customers and happier staff.

Negative: The software can seem tricky to set up when you first start, but the support team are fantastic and guide you when you do need their help.

Summary: Overall this software is great! Being able to see staff workload, tag issues from suppliers so that we can track volume, the whole team being able to work within the same system and additional features such as merge ticket and postpone ticket make tracking and response times much better. I feel that live agent has given us the opportunity to provide our customers with a better experience.

Positive: Great features with this software such setting up rules for importance for response times, and allocating tickets to folders and users. The ticket merge feature is really useful for the customers and suppliers who don't always follow in the string about the same issue, so nothing is missed and there is no confusion. Being able to postpone tickets means that we don't have to worry about forgetting to chase anything, and having everything in one place has improved continuity.

Negative: There aren't actually many cons with LiveAgent. The main couple being that when you are already on a call you can't call out at the same time within the system. The line breaks in the forwarded tickets also makes it a bit tricky for suppliers to follow the chain.

Summary: Great overall experience, a positive move forward from the system we had previously. I would highly recommend to any business with multiple staff members needing access to the same information.

Positive: I really like LiveAgent, it is easy to keep track of everything and we can see all history from each customer in one place, it also means the whole team can see exactly what has previously been done with an existing ticket.

Negative: Not being able to make a call while a call is on hold.

Summary: Very happy with how we have grown with this product and how the team have taken to using the product.

Positive: The ease of which we were able to integrate the API v3 system in to our site, this is a major step forward for us and has removed the errors we got from our previous system where it was email based.

Negative: The I-pad app needs a little bit of work to bring it up to the web based version status.

Summary: Fantastic transition and takeup by staff.
Only a small bit of training given to them was needed.
The users were at ease with the interface within the first few minutes.
The iPad app is a great addition to the product.

Positive: Live agent departments makes it easy for our web contact form to automatically assign tickets to the right department, taking the auditing work away from the managers and allowing them time to look after our customers.

Negative: When manually selecting a department you are unable to select the users from only the department you select i.e all users are displayed regardless.

Summary: I have tested a few CRM and LiveAgent is just the Best.
Overall High Rankings in all functionality.
There Support Team is Awesome, My VoIP Service Provider was not on there support list and they went the extra mile to get my local VoIP provider supported.
I recommend LiveAgent.

Positive: I have been using LiveAgent since September 2016 and i have not looked back since. Awesome CRM System.

Negative: Does not support WhatsApp and sms communication.
No real Cons

Summary: This is an invaluable software for my team, especially when it comes to website maintenance. We work with several agents across the globe, so LiveAgent’s ticketing system allows us to stay on top of our work no matter what time it is.

Positive: Very intuitive system. Extremely powerful when used correctly. It saves our team many hours and keeps us organized.

Negative: The interface is a bit dated but it does the job.

Summary: Easy to use, no tech issues, improves our customer service greatly. Helps customers receive service with better speed and efficiency.

Positive: The shared email, ticket creation, and notes are intuitive and easy to share amongst coworkers. We are able to share information with ease.

Negative: Ticket creation with calls is different than emails, but easily linked within the contact card for the customer.

Summary: Being new to this type of system I feel that LiveAgent is very user friendly and convenient to us as a customer.

Positive: Easy to use, easy to log interactions with customers, easy to tag customer issues, easy to see all older tickets and issues logged.

Negative: Generic phone number causing tickets to be logged all the same, reports being pulled for problem reports.

Summary: Great! We love it at my work. Easy to transfer calls and log all customers information. I highly recommend this to anyone in need.

Positive: This is my first time using LiveAgent at my new job. We use it daily to log calls and search our customers history. This has been a very easy transition from my old software. The old software was not user friendly and really hard to learn. Live Agent is simple and very reliable. I depend on it daily when weathering through storms with customers.

Negative: The only Con that I have is sometimes our calls will drop. This could be a connection issue on our end though.

Summary: LiveAgent is a great customer helpdesk tool. It helps to create a friendly and helpful interaction with clients. I highly recommend this tool.

Positive: It offers realtime chat with clients and helps to build a helpful interaction with clients. Very easy to join Queue and chat. It makes responses to support requests very quickly.

Negative: It worked great for me. Nothing to share about cons.

Summary: I am user of LiveAgent, in huge company we are using this software.

Also I use LiveAgent for my own business.

Positive: LiveAgent is most user friendly service for customer care.
The are a lot of tools, which I can use for supporting my customers in one place.

Email support, real time live chat support, ticketing system.
Also, I am happy to use tagging system for statistics.
LiveAgent allows to monitor my agents in real time, worktime, chats etc.

Negative: Mobile app is poor. Also I will be happy to see a desktop app.

Summary: Wonderful - Our Whole team of 3 simply loves the tool. I can highly recommend LiveAgent to all companies that are looking for great help desk software for relatively low price.

Positive: -Easily manage all of your customers concerns in one dashboard.
- The tags are a useful way to organize tickets and are very visual as well for those who like to see what's going on.

Negative: Can't say there is anything I dislike about this software.

Summary: - Happy to use LiveAgent and be part of it!
- Highly recommend to try the demo and signup for free account!

Positive: - Feature rich and it goes on and on.
- No worries of hosting and maintaining security.
- Lots of Integration.

Negative: - It has too many features so sometimes you need to spend some time to figure out what you are trying to achieve.