LiveAgent

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

Reasons for Switching to LiveAgent

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.