LiveAgent

Pros: We receive a lot of emails and chats so LiveAgent helps a lot with managing that level of interaction.

Cons: Poor statistics and reporting, a more granular approach would be better.

Overall: We use LiveAgent to have a unified help desk for all departments. We have internal help desk tickets for software support and also handle external complaints. The live chat feature is great, along with the ticketing system.

Pros: The software suggest product has been extremely helpful in increasing the productivity of my team. Our strategy has become easier to achieve.

Cons: The customer support was not always available and we had to wait in the phone queue to be served. Other than that everything went smoothly.

Overall: I would recommend this software to anyone that is trying to run several business activity channels at once.

Pros: I really like the phone in browser feature! Also the whole design is great its very easy to set up :)

Cons: The Apps for IOS are old and not working very good. You have two apps instead of one.

Overall: From my point of view its one of the cleanest ticketing systems with phoning feature. I really like the support and it's working without any bugs at the desktop.

Pros: Very good and easy way to automate your processes in ticketing systems. Also a very good technical support with fast answers.

Cons: Nothing special so far. Some design options are not very good to administrate but there is no big problem.

Overall: Everything was easy to use and integrate into our company. No big issues except on one which was solved very fast.

Pros: - Easy to integrate and to handle
- A lot nice reporting functions
- Helps in helpdesk work cause of template function
- Fast and good support work

Cons: Couldn't say something negative at the moment. Everything works as expected.

Overall: Overall the tool helps our business a lot. We got now a more structured way to handle IT Problems and support our employees very well. Also the time increased for troubleshoot because we receive also in the beginning the necessary informations.

Pros: Very fast support if you have an issue, live chat is very professional and helpful. Multi domain support.

Cons: Be good if it linked to WhatsApp business. The backend, although simple to use, is a bit old looking and could be maybe more modern in its design and interface.

Overall: Superb solution for requirement of a ticket system for support with agent assignment. Live Chat. Multi-Domain support for one price.

Pros: A great alternative to managing emails, now I have a ticket system and can automatically assign a support ticket to different agents based on factors of my choice; this was the solution we needed to scale.

Cons: Nothing to speak of so far. Will keep testing and update if this changes.

Overall: Would recommend to anyone who needs a great ticket system without the premium prices of some alternatives.

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

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

Overall: 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.

Pros: Our main criteria was ease of use and minimal configuration to get up and running. We don't have time to code departments, automations, routing etc. that more expensive solutions require. We needed a unified solution up and running out-of-the-box. Live Agent accomplishes this. The amount of functionality and features you receive for the price is unheard of these days.

Cons: The Reporting module needs more granular options.

Overall: As the admin the best part of this product is the Department functionality and the out of box automations are fine for everyday users. We use this product for internal software support tickets, external complaint tickets, and internal systems tickets. We also put the forms in our intranet. It is a great platform.

Pros: LiveAgent has helped me automate my company’s workflow and keep everything organized so that things can run smoothly.

Cons: I do not have any complaints with the software at this time.

Overall: Overall, LiveAgent has helped keep things organized for us. The smart inbox feature is one of our favorites!

Pros: - Straightforward and simple installation
- Social and email integrations
- Easy to learn and use
- Customer support

Cons: Nothing really. Except for UX which could use bit of an update.

Overall: It's a fairly priced help desk tool which is simple to implement and use. The main benefit is that it helped us to organize numerous social and email accounts into one organized view and improve our response rate.

Pros: The biggest LiveAgent specification that in their platform we can easily connect with our clients, and it helps us for generating sales.
One of the best features about their customer service that they can provide assistance to their customers.
Another things that I like about this software that along with my client we can assure the attendance of employee and staff.
It's interface is easy to learn and use as we use like email.

Cons: We are not able to change or edit the tag after creating it.
We can not put call on hold.

Overall: LiveAgent place a vital role in creating a relationship between a company and its consumers and it can provide us a feature of using multiple languages and manage them in one place.

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

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

Overall: 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

Pros: LiveAgent is very useful ticketing system. I like it. All my emails are kept in order what makes my customers happy. They know, that all their email will be answered as soon as possible.

Cons: There is nothing what I dislike when I use LiveAgent.

Overall: LiveAgent saves me a lot of time in supporting my customers. I used to have a mess in emails. Now they are all nicely arranged.

Pros: 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.

Cons: 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.

Overall: 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.

Pros: 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.

Cons: 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.

Overall: 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.