LiveAgent Reviews

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.

Pros

LiveAgent has helped us simplify our engagement with customers since it allows us do everything from one place. I like the ability to handle all customers inquiries from one place which saves much time.

Cons

I haven't yet identified anything challenging while using LiveAgent.

Pros

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Cons

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to LiveAgent

price affordable and worthy features

Pros

LiveAgent has been an invaluable addition to our customer service team. We've been able to provide a much more efficient and comprehensive chat service to our customers. It's easy to use, and the integration with our other systems has been seamless. We've noticed an increase in customer satisfaction since using LiveAgent.

Cons

The only downside to using LiveAgent is the occasional lag when trying to connect with customers. This has been a minor issue, however, and the customer service team has been quick to address any issues we've encountered.

Pros

This software makes customer care activities much easier to handle. Since it connects many different platforms, it makes us more effective because we are able to respond to customer queries very quickly. Overall it completely changed the experience of work in customer service department into better (before the implementation it was quite chaotic and stressful) and I believe also customers feel nicer experience from customer support.

Cons

The only cons I find is occasional lagging when opening new chats. One more thing is that you are not able to set your own priorities of notifications.

Pros

Live Agent is affordable, with a range of pricing plans to suit businesses of all sizes.

Cons

Live Agent have issues with integrating with other software tools, which may be a concern for businesses that rely on multiple tools for customer support.

Pros

With LiveAgent,we can acquire and retain new qualified leads in real-time.It offers great customer support services hence I can easily ask questions and receive responses quickly.This tool helps to accelerate sales activities thus increasing productivity.It enables ease to make and receive phone calls.

Cons

LiveAgent has been very supportive hence and reliable when it comes to matter of customer support services hence I haven't experienced anything regrettable.

Pros

LiveAgent has a very friendly and intuitive user interface which makes it easy to use. It has helped us to do everything just from one place thus saving much time. I like the ability to handle all customers inquiries just from one place. Also, i like how it provides a customer service portal which allows customers to create and receive quick responses to tickets.

Cons

I haven't yet identified any area that requires improvement. LiveAgent meets our expectations.

Pros

LiveAgent allows us to handle all our customers inquiries from one interface which is time saving. It has a real-time live chat feature which improves interaction and engagement with our clients. It has also improved live meetings and on-email communication.

Cons

LiveAgent is very safe and secure. Until today we have never recorded even a single challenge.

Pros

We were using different systems for email, chat etc. LiveAgent helped us do everything in one place.

Cons

The chat icon leave something to be desired. Other dedicated chat software have better cta buttons on their chat widgets.

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.

Pros

LiveAgent provides a full set of features to facilitate live chat functions on your site. I really like that you can track a user's position and send them a chat invitation automatically while they're on your site.

Cons

The only real drawback I've found is that you have to log in somewhat often to keep your account from going dormant. Not having to worry about losing access to my account because I forgot to set a login reminder is a huge relief.

Pros

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Cons

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

Pros

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there.

It's very customizable and we haven't found any issues with making it do what we need it to do.

The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started.

They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Cons

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Alternatives Considered

Conversational Cloud and Crisp

Reasons for Choosing LiveAgent

We found the package of features more substantial and the price was excellent.

Switched From

Crisp

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.

Alternatives Considered

Crisp and Zendesk Suite

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.

Pros

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Cons

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

Alternatives Considered

Dixa and Zendesk Suite

Reasons for Choosing LiveAgent

Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high.

Switched From

Zendesk Suite

Reasons for Switching to LiveAgent

Price was 5x lower for same/ comparable product

Pros

I have been using LiveAgent for over a year now and have been extremely impressed with its functionality and ease of use. The live chat feature has been a game changer for our customer service team, allowing us to quickly and efficiently assist our customers in real-time. The helpdesk feature is also top-notch, allowing us to easily track and manage customer inquiries and support tickets. The integration with other platforms such as social media and email is seamless.

Cons

The only downside to LiveAgent is the cost. It can be a bit pricey for smaller businesses, but it is worth it for the comprehensive features and exceptional customer support.

Pros

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Cons

There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

Pros

LiveAgent is what we use to reply to emails and chat with customers. The ability to organize support inquiries for our AU franchise by department and via the use of threads has been quite helpful. There isn't much complexity involved.

Cons

I don't know whether this exists and I just haven't seen it, but it would be helpful to be able to look at agent activity in the past, including times when they were logged in but not actively responding to messages.

Pros

Integration of Services: Help Desk, Live Chat, Call Center & Social Media all built into one suite of products. I was able to cancel 3 other services when I made the switch to LiveAgent.

Cons

Doesn't directly integrate with my preferred email marketing software (mailer lite)although it can connect through zapier. No VOIP integration with Vonage so to use the voice functions I have to use a different provider.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to LiveAgent

Nice features set at a very fair price point compared to the competition.

Pros

The main reason to select LiveEvent was the knowledge base system it has is like the deal breaker. This is the feature that competitors charge high or they don't even have it. Kudos to LiveAgent for that.

Cons

the limitation of customization in header and background of the home screen. If we could upload header background image that could be great.

Alternatives Considered

Zoho Desk and HubSpot CRM

Switched From

Zoho Desk

Reasons for Switching to LiveAgent

The ease of usability, free version and knowledge base with custom domain name.

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.

Pros

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Cons

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

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.

Pros

One of the many reasons I love using it is that I can use LiveAgent from any computer, tablet, or smartphone with a web browser. Because of its adaptability, user-friendliness, and low cost, it can achieve impressive productivity levels. It's incredibly user-friendly and offers complete visibility with minimal setup. The interface is straightforward and requires little in the way of prior knowledge or training to put to use. The program's intuitive and robust automation features make it particularly useful. I also appreciated how easily it created tickets in response to client incidents, requests, or concerns.

Cons

LiveAgent is not the most user-friendly, but both the communication and the progress made thus far have been outstanding; it has many useful functions.