TrustRadius
https://media.trustradius.com/product-logos/Gr/uQ/I9PBIQE4WBPH.PNGQualityUnit, LLCLiveAgent. A complete Omni channel for customer support.2018-04-16T15:11:17.895ZWhat do you like best?It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure LiveAgent and create the macros, which is helpful. Moreover, the report which is generated from LiveAgent is very detailed and help us to track down employees' progress and productivity.
What do you dislike?There is nothing we don't like about LA, however, there is always a room for improvement.What we are expecting from LA:
1. When a response is given to one of the tickets via a tag (e.g. #verified), the status should be automatically updated in the Magento through LiveAgent as well. Order status modification must be linked together in order to ensure more productivity in less time.
2. WhatsApp integration and its API would be an advantage.
3. SMS Integration should also be covered in an LA feature.
What business problems are you solving with the product? What benefits have you realized?LiveAgent provides the real-time statistics, access to customers as they browse, and the ability to log in from any web browser to ensure 24/7 availability.,It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
Low on pricing.
You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
The user-friendly application.,LA doesn't provide you SMS integration.
You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
WhatsApp Integration also unavailable.,8,LA offers you 24/7 Technical Support. If you face technical difficulties while using LA, rather than approaching your Local IT department, you can contact LA Live Chat Support for a quick resolution. That means you are not paying for the LA platform only but you are also getting Technical Support at the same price.,Zendesk,Oracle Financials Cloud, Oracle Warehouse Management Cloud, Google Analytics, WP Engine,No,Price
Product Features
Product Usability
Analyst Reports,We are using LA Desk,Ticketing
Live Chat,Ticketing Rules
Inbound Dialing
Outbound Dialing,Yes,8Hammad Bin IdreesLiveAgent takes your ticketing and support to a whole new level!2018-11-26T22:48:31.958ZLiveAgent is being used in 4 ways. 1. It is being used as a knowledge base to field any questions that would otherwise come in on a regular basis. 2. It's being used for the live chat/email widget function on the site, that most sites have these days. 3. It's being used for the ticketing system. 4. It's being used for the support form that I embed on my page that connects directly with LiveAgent.,The chat widget is completely customizable. It looks beautiful.
This is an all in one chat/ticketing system, and it does that extremely well, it's all streamlined.
It allows for complete white labeling and customization of the knowledge base, chat, and emails that get sent to customers/clients.,The backend UI is pretty outdated. Even with their newer theme, it's still very much 2008-feeling
To add to that, there are many customer-facing chat widgets and forms that look so outdated. They really need to beef this up. While it's true that the chat widget can look beautiful, it takes a lot of work to get it that way.
It's got a fair bit of a learning curve if you're not as tech-savvy. And for those of us who are, it's still got a learning curve.,10,Only one point here, and I got LiveAgent during a special promotion, so it's for sure paid for itself already. There's only positive ROI here.Verified UserLiveAgent can make your small business a customer service superstar!2018-04-15T20:30:19.321ZWe use LiveAgent across multiple companies we manage. We partner with individuals in each of these organizations. LiveAgent allows us to access all emails (here at the main office) while assigning access to individuals based on the company we work with them on.,Through the API, we can pull in account information such as billing, membership status, account notes and so much more.
Receiving and making calls is a newer future of LiveAgent. We have transitioned to making calls through LiveAgent and it is incredible to view phone calls and emails in one thread (not to mention, text messages and admin notes).
The chat service works well and it generates a lot of great feedback from our customers at the end of the chat session. 90%+ of those chatting with us will leave a comment about their experience and that lets management know how customer support is doing.
The support / feedback features allow users to submit enhancement requests and vote up which are most important to them. It also allows us to have a dialogue with the user as we review and implement the feature. The conversation can be made publicly available for others when searching our knowledge base (also integrated through LiveAgent).,Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.,10,Using LiveAgent saves us time. We are a small business, but can handle many emails and phone calls with great efficiency!
With customer information at our fingertips in LiveAgent we are customer service superstars to our clients.,Glip, Recurly, MailChimpPaul EllulIncredible Customer Management Software2017-06-29T18:26:43.015ZLiveAgent is used as a tool to manage customer service performance in our company. Every engagement with our customers, whether it is through online chat on our website or on social media such as Facebook and Twitter is recorded and measured to ensure customer satisfaction. In addition, it allows the admin to give authorization and monitor users (staff) in real time and they can choose to assist their staff anytime online.,Online Chat: It provides an effective tool to quickly respond to any inquiry that your customer might have upon visiting your website and therefore, makes it easier to convert their visits into sales.
Social Media integration: Not just online chat on website, LiveAgent is able to integrate with most of the popular social media sites (Facebook/Twitter) making replying to customers easier than ever.
Email Integration: You can reply to your customers and all of the earlier conversations with the customers through email are connected to avoid a hard time looking for what you have discussed with your customers through email.,While answering Facebook messages is super easy, answering to Facebook comments is harder and more time-consuming since LiveAgent does not allow you to see the content of the Facebook post that the customers are commenting on.
Email Signature: you might lose your company signature when replying to a customer email through LiveAgent. This is important if you want to keep your brand image strong when communicating with customers.
Social Media Content: It would be nice if you were allowed to post content on social media sites through LiveAgent so you do not have to switch between platforms. Therefore, staff performance can be improved.,9,Increase customer satisfaction: whether they are new customers or returning customers, LiveAgent helps us to provide timely support and help to our customers and increase their satisfaction toward our e-commerce services.
Effective way to manage customer service staff: the supervisors are able to manage their customer service staff easier since everything is transparent on LiveAgent. The supervisor can access to any conversation between staff and customers to ensure service quality is met.
Less time-consuming: since everything is handled on the platform, it is much easier and less time-consuming for staff (especially customer service staff) to look for an earlier conversation with customers and therefore, they are able to follow up with customers faster and more effectively.,Facebook and Gmail,Upwork, Google Drive, DropboxTony PhanGreat product for a great price!2017-05-02T21:02:12.490ZWe utilize liveagent on our main website and as a contact us solution for clients with questions about our products or services. We have it up and running daily. Our company is small, so this is a great tool for providing us another method of allowing someone to contact us. We currently have one person monitoring it at a time.,Very easy to use! Love the dashboard and format.
Easy to implement and get started on.
Price is great!,Honestly, I have no complaints right now.,10,It's been positive. Again, it allows us to provide another channel of communication for a small company that doesn't require much cost or having to add another employee.,Salesforce Desk and Live Chat,PardotCarey Runyard
online app
LiveAgent
34 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
