LiveAgent Reviews
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1640 Reviews
- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great customer service and simple ticketing software
Reviewed on 13/06/2022
If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time...
If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.
Pros
I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.
Cons
Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.
Response from QualityUnit
Hello Shayla! Thank you very much for giving us 5-stars :) We are always glad to see that LiveAgent is helping our customers save time, increase productivity and manage their customer communications better.
For any inquiry regarding functions or integrations that might further improve your experience, feel free to reach out to our 24/7 support.
- LiveAgent Team
- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
An efficient customer service dashboard for running many companies
Reviewed on 27/07/2023
Our previous chat platform had a terrible help system that made using our app a pain. Countless...
Our previous chat platform had a terrible help system that made using our app a pain. Countless options and features, such as monitoring social media interaction, website widgets, phone/video call modules, a dedicated customer portal, and much more.
Pros
In general, we've had a great time using LiveAgent. With this platform's comprehensive feature set and integration with our other systems, we can provide significantly more efficient customer support than ever before. We have observed an increase in customer satisfaction since implementing LiveAgent, and we would recommend it to anyone looking for a user-friendly and comprehensive chat solution.
Cons
There are no drawbacks, as far as I can tell, and it serves me well. The have to manually set up SSL for a custom domain is my sole gripe.
Response from QualityUnit
Hi Grace,
Thank you very much for your kind feedback. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with its features and the benefits it brings to your customer care. Our team is here for you 24/7 in case of any questions or issues, including assisting with the SSL!
-LiveAgent team
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Significant Value for the price
Reviewed on 18/02/2020
Pros
Price, Excellent customer support, large amount of features and functionality
Cons
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.
Reasons for Choosing LiveAgent
Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized systemReasons for Switching to LiveAgent
Price, functionality, controlResponse from QualityUnit
Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)
- Industry: Automotive
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Highly recommend
Reviewed on 20/08/2024
Highly recommend, competitively priced and great customer support.
Highly recommend, competitively priced and great customer support.
Pros
Quick and simple to setup with in depth ticket managing system.
Cons
It would be useful to have the option of different widgets depending on mobile or desktop usecase.
Response from QualityUnit
Hi Phil,
Thank you very much for your kind review. We are glad to hear you have been satisfied with LiveAgent's role in your customer care. Our team will be happy to receive suggestions on how to improve the chat widgets - you can reach us via chat or email 24/7!
-LiveAgent team
- Industry: Commercial Real Estate
- Company size: 2–10 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best software Liveagent
Reviewed on 15/10/2024
My overall experience with the LiveAgent program is a great experience, not in terms of support or...
My overall experience with the LiveAgent program is a great experience, not in terms of support or the program’s easy operation with all my sites.
Pros
Easy to use, excellent services, affordable subscription price
Cons
There are almost no negatives. I find the product to be excellent.
- Industry: Apparel & Fashion
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Perfect help desk
Reviewed on 17/09/2024
I like it a lot , my go to software for questions
I like it a lot , my go to software for questions
Pros
It’s an online help desk and easy to access
Cons
Only that it doesn’t have the capacity to help bigger businesses
Response from QualityUnit
Hello Sanchita, thank you very much for your kind review :) I am not exactly sure what you meant by the capacity to help bigger businesses but we would be happy to look into your requirements to see how we could meet them. Feel free to contact our sales team at [email protected]. We look forward to hearing from you!
- Industry: Automotive
- Company size: 2–10 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great product
Reviewed on 17/10/2024
Great all round product, with auto responders it really helps our buisness
Great all round product, with auto responders it really helps our buisness
Pros
Simple to set up
Works great with iOS app
Cons
Not much I can say really the product just works how it’s suppose to
Response from QualityUnit
Hi Liam,
Thank you very much for your review. We are glad to hear you have been satisfied with LiveAgent and that its features have been beneficial for your business. Our team is here for you 24/7 in case of any questions or issues!
-LiveAgent team
- Industry: Security & Investigations
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Experience so far!
Reviewed on 8/10/2024
Pros
LiveAgent is very user friendly when running a virtual call center and ensures the team that is onboarded has a smooth onboarding experience.
Cons
No Cons to report on this software
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
A lot of features for the money
Reviewed on 8/10/2024
So far, so good
So far, so good
Pros
Multiple Help Centers, but I need more time to explore Live Agent
Cons
Need more time to explore before I can answer this
Response from QualityUnit
Hi Meg, thank you for your review!
- The LiveAgent Team
- Industry: Motion Pictures & Film
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A handy one stop shop for customer service
Reviewed on 19/10/2024
Very satisfactory experience with the product.
Very satisfactory experience with the product.
Pros
Intuitive, feature rich and affordable. Great combination.
Cons
Limitations to receive direct messages in some platforms
Response from QualityUnit
Hello Luis :) Thank you for your awesome review!
- The LiveAgent team
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Excellent Experience Overall - I Recommend LiveAgent
Reviewed on 8/02/2020
The customer support team for LiveAgent has been excellent, helping work through our needs and how...
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.
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.Response from QualityUnit
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.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Excellent Customer Service & Support and a Tried and Tested System
Reviewed on 19/03/2020
I'm really impressed with the capability and options available in live agent, without having to pay...
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.
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.Response from QualityUnit
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Huge platform with many possibilties.
Reviewed on 16/04/2021
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to...
I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.
Pros
I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.
Cons
As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn't send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.
Response from QualityUnit
Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Highly Satisfied with LiveAgent Service
Reviewed on 10/01/2023
LiveAgent is an essential tool for any business that needs to provide quick and efficient customer...
LiveAgent is an essential tool for any business that needs to provide quick and efficient customer support. The user interface is easy to use and the reporting features are comprehensive. The customer service team is always very responsive and helpful.
Pros
LiveAgent is an exceptional customer service tool that has completely changed the way we interact with our customers. The support team is incredibly helpful and always available to answer any questions we have. The dashboard is intuitive and user-friendly, and the reporting features are top-notch.
Cons
LiveAgent can be slow to respond to certain requests and the cost of the service can be high for smaller businesses.
Response from QualityUnit
Hello Sumit! :) Thank you so much for your wonderful review and for sharing your experience with LiveAgent! We're thrilled that our platform has been a game-changer in how you interact with your customers and that our support team has been helpful to you. We understand that pricing can be a concern for smaller businesses. That's why we've recently introduced annual plans with pricing tiers suitable for businesses of all sizes. We believe this will help make LiveAgent more accessible to everyone.
Again, we appreciate your feedback and are glad to have you as a satisfied user of LiveAgent. We'll continue working hard to provide you with the best possible customer service experience!
- LiveAgent Team
- Industry: Consumer Goods
- Company size: 10,000+ Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The ideal combination of low cost and high quality.
Reviewed on 26/07/2023
We utilize it to staff our own in-house help desk with professionals. We may have fruitful internal...
We utilize it to staff our own in-house help desk with professionals. We may have fruitful internal conversations using the ticketing system as well. Detailed questions about projects, prices, and customer service may be received. If you value open, high-quality communication with your customers, this ticketing system is your best bet. Problems with workflow and departmental communication can also be fixed. Its simplicity and potential are the program's strongest points.
Pros
I enjoy working with LiveAgent because of how nice and quick it is to generate labels and assign them to agents. In addition, the free version is excellent and competitive with premium services. Another benefit that helps me and my customer get work done quickly and efficiently is how well it integrates with other domains. I also appreciate it since I can maintain constant communication with my vendors and check in on the development of my projects.
Cons
No major issues here, however I would like to see more platform interfaces introduced anyway. If you could also update more frequently, that would be great. This is really important if we are to finish the program successfully.
Response from QualityUnit
Hi Chris,
Thank you very much for your feedback. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your everyday work-life. Our team works hard everyday to further improve the system so stay tuned for many great updates coming your way!
-LiveAgent team
- Industry: Hospital & Health Care
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A well-organized and straightforward ticketing system
Reviewed on 27/07/2023
The email template feature has been very helpful, as it has allowed us to present our brand in a...
The email template feature has been very helpful, as it has allowed us to present our brand in a new light to our customers, communicate with them in a way that is both clear and thorough, and ensure that the information we provide can be easily absorbed by them.
Pros
LiveAgent provides excellent customer service options, the foundation of which is instant messaging that allows for seamless data exchange in real time. Our team's internal communication has also increased, allowing us to better track and analyze our work, as well as appropriately organize our work and make all of our daily duties much more collaborative.
Cons
To be completely transparent, we have experienced issues with our internet connection, which has hindered the flexibility of our work system because, without a stable internet connection, our real-time messaging system would be rendered useless.
Response from QualityUnit
Hey Linda, Appreciating your feedback and your highlighting of the real-time messaging feature. It's great to know it's helped your team collaborative efforts and improved client relationships.
Agree, the dependency on a stable internet connection is fundamental for top performance and we hope your connection issues no longer disrupts the service.
Lovely to learn that our emailing templates are making a notable impact as well.
Thanks again for sharing!
- LiveAgent Team
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Elevated Quality of Service for Customers
Reviewed on 2/08/2023
I think firms medium and large in size would benefit from using LiveAgent because of how intuitive...
I think firms medium and large in size would benefit from using LiveAgent because of how intuitive it is.
Pros
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.
Cons
My team is functioning smoothly. Everything looks okay up until this point.
Response from QualityUnit
Hello Jana :) Appreciating your warm feedback, especially about how we've been instrumental in streamlining your interactions with your customers. Customer relationships are indeed crucial, and it's great to see LiveAgent adding value in that area. Glad to read that your team's operation is running without a hitch in our platform.
Just to let you know, we are persistently working on enhancing our features to accommodate the growing needs of large-scale businesses like yours in the computer software industry. We can handle all those emails and teams you mentioned, we've got you covered!
Once again thanks for choosing LiveAgent.
- LiveAgent Team
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent Customer Service for the Price
Reviewed on 11/08/2023
It was definitely worth the time and effort required to adjust to the new method. Thanks to its...
It was definitely worth the time and effort required to adjust to the new method. Thanks to its structure and features, we were able to reduce a massive message backlog to a much more manageable one.
Pros
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.
Cons
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.
Response from QualityUnit
Hey there,
It's great to hear that our customizability has been effective for your operations. It's our mission to provide a platform that can be tailored to suit unique business needs. On your point about our simple interface layout, we believe in function over flash to ensure a seamless user experience.
We're glad that the transition to using LiveAgent has been beneficial in managing your message backlog. Also, isn't it amazing how variety in language options can open doors to diverse customer bases?
Thanks for your kind words about our prompt technical support. We strive to keep this up!
- LiveAgent Team
- Industry: Apparel & Fashion
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
The CRM Goldilocks Would Have Chosen
Reviewed on 18/03/2020
Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every...
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.
Response from QualityUnit
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] :)
- Industry: Leisure, Travel & Tourism
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
How did a Uruguayan start up decide to hire LiveAgent?
Reviewed on 3/04/2020
Pros
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
Cons
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.
Response from QualityUnit
Thank you very much for your complex and kind review, Sebastian! We appreciate it a lot and we are very thrilled to hear that you chose LiveAgent after doing your research! We make sure that LiveAgent is available and affordable to any kind and size of a business and we certainly do not want to tie down our clients, therefore the billing system works on a monthly basis, even the billing itself is very flexible as you can upgrade and downgrade the plan whenever in a month you need and you can also create and delete agents on the go. If you have a high season or a peak week in a month then there is no issue in having more agents only those certain days out of the month, we will always charge you only for your real usage :) I suppose that you already have everything set up but know that you can always reach out to us should you be thinking of implementing anything new! Our support team is there for you 24/7 :) Keep up the great work, Sebastian! :)
- Industry: Nonprofit Organisation Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Customer care solution at the peak. LiveAgent is the surest help desk software.
Reviewed on 28/02/2023
The overall experience that LiveAgent has given us has been very satisfying and worthy. It has...
The overall experience that LiveAgent has given us has been very satisfying and worthy. It has delivered to us more than we could ask for when it comes to customer support. Its has proved to be a vital Help Desk tool for customer care and support services making it easy for us to connect to customers and solve their issues quickly.
Pros
I really like the customer support available in LiveAgent, The support team is always 24/7 hours available to assist you and answer any questions you have. It is a flexible and robust tool that allows you to integrate it with your communication products Facebook, Twitter, Mail, Instagram among many others making it convenient for your customers to reach out to you and for you to connect to them easily. The live chat function has excellent chat features which makes it very useful and always prove to be helpful as it makes it fast and easy for you to interact with your customers. It is easy to use for both you as the user and for your customers. It allows you to deliver personalized customer support services to your customers allowing you to reach out to all your customers at personal level depending on their specific needs. It gives you an option to include self-support function in your customer portal to by including knowledge-base articles for your customers.
Cons
I like all the features made available at LiveAgent. They all work incredibly and am all satisfied with each and every single of them . There is nothing that i like least about it.
Response from QualityUnit
Hello Robert! Thank you for your positive feedback about your experience with LiveAgent! We're thrilled to hear that our help desk tool has exceeded your expectations and made it easier for you to connect with customers. We're committed to have a great customer service product and we are glad that we've been able to deliver on that promise for you.
- LiveAgent Team
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Mgala muue na haki yake umpe! I therefore give LiveAgent it's due
Reviewed on 12/04/2023
My experience with LiveAgent has been an outstanding one. Before knowing it existed, I was having...
My experience with LiveAgent has been an outstanding one. Before knowing it existed, I was having constant troubles of keeping track of my clientele given that am an insurance sales person. But with LiveAgent the narrative is changed, I can keep record and group my clients depending on the products the want and also attend easily to them incase of queries on their policies for those already on bond therefore saving my time and energy and ensuring a flawless interaction between my business and customers
Pros
LiveAgent is a game changer for my team an I. It has recommendable features and capabilities which ensures the relationship between customers and the business remain a strong bond forever. Some of the features I have found quite breathtaking include; the ticketing system which ensures that all customers inquiries are attended to from a single interface. Multiple agents attending to one problem can be a thing given that all these customer inquiries stream from a single interface but LiveAgent this is curbed fully since it automatically detect in cases of any collision. Another thing is that it tracks and rate each interaction with the customer and gives some ratings which can be used to track how well our customers inquiries have been answered and needs met. Referring later Incase the workload of our customer assistants escalate is a thing that we really considered and with no doubt it is handles by audit logs in LiveAgent. Clients and customers will often want more information on products, necessitating the sending of more reading materials on the same and with this you can make use of attachment and copy and paste capabilities. Also it act more as a CRM tool where contacts of companies and customers are well generated ,stored and manages in LiveAgent. Also on the same contacts can be grouped according to their needs . All these functionalities qualifies LiveAgent as the CRM tool of the present and the future. Save your business and keep track of customers and their needs.
Cons
To be honest I have loved every inch of LiveAgent and have found nothing that is opposite of what I expected. Instead it always amaze and exceed my expectations.
Response from QualityUnit
Hi there! Thank you for sharing your fantastic experience with LiveAgent! We're over the moon knowing that our platform has been so beneficial for you and your team. If you ever need any help or have suggestions, don't hesitate to get in touch with us. Cheers to continuing success together! 🎉
- LiveAgent Team
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
LiveAgent enhances customer service in any context
Reviewed on 6/07/2023
We are making a concerted effort to engage external communication across various divisions; this...
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.
Response from QualityUnit
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
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The support from LiveAgent is absolutely great. Live chat+ help desk solution.
Reviewed on 14/08/2023
My overall experience is great. I like the ability to configure the system to use in multiple...
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.
Response from QualityUnit
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
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
Efficient Customer Support with LiveAgent
Reviewed on 18/03/2023
I've been able to solve a variety of customer service-related problems with the platform. For...
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.
Response from QualityUnit
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