Ideagen Mail Manager vs. LiveChat

Ideagen OnePlace Solutions is well suited to a legal matter management system with shared access, but less useful for saving to personal OneDrives. It can sometimes suggest irrelevant folders within personal OneDrives in preference of more commonly used shared folders. However this can be narrowed with a search.

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We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.

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• Saves emails quickly and easily
• Useful search function retrieves relevant legal matters based on any text string found within the matter properties (Sharepoint columns)
• Customisable file navigation per user, so they can access their favourite libraries.

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• The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way.
• The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use
• Their integration between LiveChat and Chatbot is pretty seamless and since both of them are from the same company, it's works pretty well.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Saving emails and their attachments as separate files takes 2 actions instead of one
• Saving to multiple folders simultaneously is not possible
• Loading of our file structure can often be slow

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Invited by the Vendor

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• It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents.
• When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message.
• Occasionally when you open a new tab, you might lose your current conversation.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I found it a little clunky at first, and there were teething issues with implementing into SharePoint. However, it required minimal staff training and requires little maintenance to fulfil our needs.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. Price points were similar as well, as well as the allowed number of users.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Allows us to maximise utilisation of a relatively cheap 365 subscription.
• Replaces the need for a non-365 system. Our previous provider was far more expensive (monthly price was the same as Ideagen OnePlace Solutions annual for our team)

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• We have a small team so the overall impact is that it is easy for one or two employees to handle a large number of tickets without hiring more people. Plus, you can use this software remotely, save a ton on traveling to and from and office.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info