LiveAgent Reviews

Intuitive operation and management of customer complaints, clear database, variable complaint handling options, open approach of the application developer, possibility to try the database in full version for 30 days is a great approach! A native language version for sharing with colleagues is a big advantage.

Whereas the application can be used as a call center, direct responses to customers (features we don't use), contains elements we don't use and are unnecessary. However, it is still possible to navigate the features and use the application in a meaningful way.

Price, Excellent customer support, large amount of features and functionality

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

It was easy to start with. Good overview of conversations

Nothing yet.

Simple to learn, complete and all in one software.

I can not think of anything that is not good.

I need it for email management but the ease of use and the additional features positively surprised me.

There are so many things to do, but I like and dislike that.

It's a super robust tool with a lot more tools than I would ever be able to use in a small business, however, it's still beneficial, even for a small operation like mine.

For someone without an IT background, it was tougher to set up than I would've preferred with the twilio integration. There were plenty of knowledge base articles that, when lined up, eventually got me to where I was going to get it all set up, but it was almost worth hiring someone on upwork to set it up for me.

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.

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.

LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.

I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.

LiveAgent is an indispensable tool for me to maintain tight relationships with my customers and my team. It's the finest platform for handling customer support requests since it's reasonably priced, has a straightforward user interface, and includes all the necessary tools.My interactions with clients have been simpler and more efficient as a result. aids our support staff in serving our clients more quickly and effectively.

My team is functioning smoothly. Everything looks okay up until this point.

LiveAgent's strongest feature is undoubtedly the promptness of their technical support. The fact that it may be altered to suit individual needs is another plus. The ease with which our client may get in touch with us is the third best feature. Not only can I use LiveAgent in my own tongue of Spanish, but it also supports a wide variety of other languages, and everything, including emails and templates, can be changed to display in either my native tongue or the language of my consumers. I can locate anything I need with a quick peek at the dashboard.

If I had to choose a nitpick, it would be that I wish there was more color on the interface; on the other hand, why would you want to clutter up such a simple layout with flashy graphics? LiveAgent delivers just as advertised by devoting maximum real estate to its features.

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

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.

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers.

As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted.

Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want.

In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc.

When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me.

So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

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.

I think the reporting features should be enhanced to allow more detailed and less generic reports.