Super Reliable Customer Service Software
Our customer support was a mess before LiveAgent came along. We were juggling too many things - emails, phone calls, social media - and it …
Starting at $9 per month
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What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and…
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Popular Features
- Ticket response (59)8.585%
- Ticket creation and submission (58)8.585%
- Organize and prioritize service tickets (56)8.080%
- Email support (54)7.777%
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Pricing
Free
$0
Cloud
per month
Small
$9
Cloud
per month per seat
Medium
$29
Cloud
per month per seat
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.liveagent.com/pricing/#trad…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $9 per month
Product Demos
Viber Integration Demo | LiveAgent
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Rocket Chat LiveChat - Salesforce LiveAgent User Typing Indicator Demo
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Facebook Integration Demo: How It Works
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Knowledge Base / Customer Portal Demo | LiveAgent
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LiveAgent: Ticketing Software Demo
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- Competitors
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What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions.
LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha, Huawei and Oxford University.
LiveAgent is a web-based application but is also available on iOS and Android, and is suitable for businesses of all sizes. A free 14-day trial is available, with no contracts and no credit card required.
LiveAgent Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
LiveAgent Screenshots
LiveAgent Videos
LiveAgent Helpdesk & Live chat Product Tour | www.liveagent.com
LiveAgent 2021 | Better Customer Service Starts Today
LiveAgent Integrations
- WordPress
- PrestaShop
- Joomla!
- Mailchimp
- AWeber
- GetResponse
- 2Checkout
- Braintree, a PayPal service
- OpenCart
- Shift4Shop
- Shopify
- BigCommerce
- Volusion
- CoreCommerce
- X-Cart
- Drupal
- Square Online
- Wix
- GoDaddy
- Squarespace
- ExpressionEngine
- Highrise CRM (discontinued)
- ProjectManager.com
- Zapier
- Adobe Business Catalyst (Discontinued)
- Nicereply
- Slack
- Post Affiliate Pro
- CloudTalk
- Clockify
- Trello
- HubSpot CRM
- WooCommerce
- monday.com
- CS-Cart Multi-Vendor
- Magento Commerce Cloud (formerly Magento)
- Actinic
- Fortune
LiveAgent Competitors
LiveAgent Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | online app |
| Mobile Application | Apple iOS, Android |
| Supported Languages | Arabic, Catalan, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malay, Modern Greek (1453-), Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese |
LiveAgent Downloadables
Frequently Asked Questions
LiveAgent starts at $9.
Reviewers rate Internal knowledge base highest, with a score of 9.8.
The most common users of LiveAgent are from Small Businesses (1-50 employees).
LiveAgent Customer Size Distribution
| Consumers | 20% |
|---|---|
| Small Businesses (1-50 employees) | 65% |
| Mid-Size Companies (51-500 employees) | 10% |
| Enterprises (more than 500 employees) | 5% |
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(143)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
LiveAgent is a versatile customer service support platform that has been widely adopted by companies across various industries. Customers such as Bus2alps, MeVuelo, and a medical membership organization have reported positive experiences using LiveAgent to enhance their communication processes and centralize all client interactions. MeVuelo, for example, relies on LiveAgent to manage sales processes and provide personalized service to clients across multiple channels like point of sale, call center, social networks, online chat, and email.
Additionally, LiveAgent proves to be a valuable tool for customer support departments in efficiently resolving client issues through its ticket system and live chat features. The software's ability to track responses to support questions and create a knowledge base has proven essential for a medical membership organization in addressing daily customer service tasks. Users appreciate the ease of use of the LiveAgent interface and find the mobile app particularly useful for providing instant replies on the go.
Across different departments, LiveAgent serves as the core customer service platform for handling inquiries from end-users. It helps teams work together seamlessly by distributing client inquiries to the appropriate departments. Users find it beneficial for managing chat conversations on websites, improving customer engagement, and ensuring top-quality support. Moreover, LiveAgent's affordability compared to alternatives like ZenDesk makes it a viable option for companies of any size looking to achieve customer satisfaction and happiness.
LiveAgent's ticketing system is favored among users due to its simplicity and organization capabilities. It enables companies to allocate customers to specific agents for better support while efficiently managing a large number of emails, chats, and messages across the organization. Custom tags and easy-to-generate reports are highly valued features that assist in obtaining the required information promptly.
In summary, LiveAgent proves to be an effective solution for various use cases including customer service support, communication management across multiple channels, sales process management, efficient resolution of client issues via ticket system and live chat, end-user inquiry distribution among departments, and the creation of knowledge bases. Users appreciate its user-friendly interface, affordability, and capability to centralize communication channels while improving team cooperation and overall effectiveness.
Powerful and Flexible Platform: Users have consistently praised LiveAgent for being a powerful and flexible platform that can be easily customized to meet their specific needs. Many users have stated that they appreciate the platform's adjustability and its ability to cater to their personal requirements.
Integration of Multiple Channels: A significant number of users have highlighted the convenience of integrating multiple channels, such as calls, chats, and emails, into one platform. This feature has been particularly beneficial for global customer service operations, allowing users to effectively manage communication from various sources in a centralized location.
Clear Structure and Organization: Users have consistently liked the clear structure and organization of different forms of communication within LiveAgent. They find it convenient to have all email IDs from various support areas channeled into one system and automatically assigned based on set rules. The tag system and ability to use predefined answers make it easier for users to manage customer inquiries efficiently.
Lack of Note/ToDo List Sharing: Some users have found it limiting that they are unable to share notes and todo lists between agents, which hampers collaboration and productivity. This limitation has been mentioned by a few reviewers, impacting their ability to efficiently work together on tasks.
Limited Reports and Customization Options: Users expressed a desire for better reports and more customization options within the software. They feel that the current offerings do not meet their specific needs, hindering their ability to generate insightful reports and tailor the software to their unique requirements.
No Chat with Multiple Agents and Ticket Merging: Several users have highlighted the need for chat functionality that allows them to communicate with multiple online agents simultaneously. Additionally, the inability to merge tickets has been cited as an inconvenience by some users. These limitations make it challenging for teams to collaborate effectively during customer interactions.
Users recommend LiveAgent for various reasons. They find it to be a great tool for managing all work, particularly in customer service handling. Many users also appreciate that it serves as an all-in-one solution for businesses, improving efficiency and saving time. LiveAgent is highly regarded for providing fast and efficient customer service, with its ticketing system being praised for its speed and ease of use.
In addition, LiveAgent offers comprehensive reporting metrics, making it an excellent choice for automation and tracking performance. It is considered a complete support solution that helps businesses stay on top of large amounts of online communications. For growing companies and startups, LiveAgent is seen as a cost-saving option.
Users find LiveAgent easy to deploy and use, making it a popular choice as a complete support solution. The continuous updates and new features offered by LiveAgent are also appreciated by users, who suggest comparing it to other major companies in terms of features and price. Some users even consider LiveAgent to be the best solution available.
LiveAgent provides great value with its feature-rich product at a competitive price point. Users speak highly of the support services it offers, along with its pricing options. Additionally, they recommend trying the free trial before making an investment decision.
LiveAgent is praised for its clean interface and amazing support services. Users find it beneficial for increasing interaction with consumers and believe it is worth the investment for any company looking to improve customer engagement.
Users who are not completely satisfied with their current solution suggest evaluating LiveAgent as an alternative. They also express the need for better integrations with platforms such as Infusionsoft and Magento.
For those seeking a web-based chat service that integrates seamlessly into their website, LiveAgent is recommended. Users suggest considering access and security on the knowledge base when using LiveAgent.
LiveAgent's ability to efficiently manage a high volume of emails while keeping track of returns is highly valued by users. It is considered the go-to option for comprehensive client support and service.
Users advise against wasting time on trials of other software and instead recommend investing in LiveAgent, as it has the potential to increase sales and repeat business. They appreciate LiveAgent's compliance with EU legislative changes, providing peace of mind for businesses in regulated industries.
Attribute Ratings
Reviews
(51-75 of 117)Companies can't remove reviews or game the system. Here's why
April 10, 2020
LiveAgent's Helpfulness for Bus2alps
Score 10 out of 10
Vetted Review
Verified User
Bus2alps uses LiveAgent for both customer service support and to generate sales. It addresses the initial problem that was found within our company of a breakdown in communication between sales and customer service. Now that both departments are using one platform, there is better oversight and better support; considering the interconnectedness of sales and customer service, we are thrilled with the results thus far.
- Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
- We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
- Bearing in mind I have limited exposure to it, the calling features and capabilities within LiveAgent appear to have room for development.
- The sound functionality of incoming chats can be a bit bothersome because the system considers a user clicking to a new page within the website as a "message." Therefore, any time a guest is clicking through our website while also chatting, the noise notification sounds.
April 10, 2020
Great Multi-Channel Customer Service Solution
Score 10 out of 10
Vetted Review
Verified User
LiveAgent has been a great customer service tool to manage inquires from multiple channels on one platform. It has been especially useful in encouraging collaboration and/or transfer of tickets between agents or departments. Initial roll out was a bit cumbersome, but the support we received from the team was great. Internal adoption and training with more agents as we grew was easy.
- Customer service ticketing.
- Multi-channel integration.
- Reporting & monitoring.
- Forms.
- Integration with more social channels.
April 10, 2020
For smaller membership customer service
Score 9 out of 10
Vetted Review
Verified User
We manage the customer services for a medical membership organisation using a shared email inbox.
We needed to track the response to support questions by different agents (such as notes) and create a knowledge base for members to get answers to their questions.
We needed to track the response to support questions by different agents (such as notes) and create a knowledge base for members to get answers to their questions.
- Assigning a ticket reference to queries.
- Reminding me to follow up.
- Reply to social media.
- A high resolution theme for 4K.
- Make the reply icon bigger and add the word "Reply."
- UX/UI update for 2020 - the website looks great, but the app feels a touch dated.
April 09, 2020
LiveAgent
Score 8 out of 10
Vetted Review
Verified User
My organization uses LiveAgent for customer support. We have integrated email, chat, and phone calls with it to help our customers, and it works fine.
- Organization of different modules that are needed for customer support.
- History of all the communication between agent and customer.
- Very comfortable and customizable user interface.
- Integration with different platforms
- More User Interface options
- Compatibility with small screen monitors
April 09, 2020
Great solution
Score 10 out of 10
Vetted Review
Verified User
- Used by our Customer Support and Customer Satisfaction teams.
- Allows providing quick and efficient customer service.
- Easy communication with colleagues.
- Easy case recognition and follow up.
- Design choices.
- Possibility to store necessary work information.
- Unique reference number for each conversation.
- 24/7 support team.
- Quality of calls.
- Phone number auto fill.
- Country code suggestion.
April 09, 2020
LiveAgent is a blessing!
Score 10 out of 10
Vetted Review
Verified User
We use Liveagent as it is a very easy-to-use platform. Not only does it allow me to chat with customers, but it also gives me the option to make outbound calls, receive incoming calls and send and receive emails too. It's efficient and their customer service helpdesk is very helpful.
- Chat.
- Emails.
- Calls.
- It lags sometimes.
April 09, 2020
LiveAgent - Great Product
LiveAgent is a great product. It has helped us to:
- Provide a better service to customers and potential clients with a quick and reliable support and information.
- Identify common issues and fix any technical issue our clients might experience and also to keep a record of it.
- Collect information to make smart intelligent decisions to satisfy our customers, improve our products and services, and attain corporate goals.
- Evaluate employees with reports and analytics provided.
- Identify opportunities for businesses.
- Design.
- Organisation.
- Implementation.
- N/A
April 09, 2020
LiveAgent is really easy and convenient to use.
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is not used by all our departments, but is a great help for the ones who uses LiveAgent. With LiveAgent our company communicates with our customers, internally with employees, and also with our partners.
- LiveAgent is really easy and convenient to use.
- LiveAgent has great customer support.
- All technical issues are solved fast in case there is any issue.
- The appearance could be improved so that it would be a little bit nicer to look at.
- The internal chat with the employees is not really convenient to use.
April 09, 2020
LiveAgent - perfect for customer service!
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is used by Customer Service department and it is a great support for our employees to communicate efficiently with customers via phone, chat and ticketing system.
- Ability to combine calls, tickets and chats in one platform.
- Ability to sort out tickets for different folders.
- Ability to see statistics.
- Improve knowledge base layout.
- Improve on bugs (less frequent).
April 08, 2020
Great Product
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is an ideal alternative to Zendesk that helps to organize and provide better customer service.
- Different channels that improve the efficiency of the product.
- Fast and prompt customer service.
- Excellent product.
- Can you include translator on the chats?
April 08, 2020
Simple program
Score 10 out of 10
Vetted Review
Verified User
70% of the time our company uses LiveAgent to make outbound/inbound calls, emails and chats with our clients.
The only problems we may face are mostly IT, like numbers not working... you input a number to call and it gives you another randomly.
The only problems we may face are mostly IT, like numbers not working... you input a number to call and it gives you another randomly.
- Ticket ID displayed very well.
- Resolutions our emails.
- See cases that are not resolved but kept as answered to keep track.
- When you input a number to call to not disappear and show another one.
- Clock in/clock out work.
April 08, 2020
Easy to use!
Score 10 out of 10
Vetted Review
Verified User
All of my team members in Customer Service use Live Agent to communicate with our clients via inbound and outgoing calls, emails and chats. Currently we have two departments using it vastly - Customer Service and Customer Satisfaction. It helps us to manage our day-to-day business in contact with our customers and partners.
- Excellent quality of calls.
- Opportunity to have a huge amount of canned replies.
- Statistical review of our daily and monthly workflow.
- To improve designs of themes.
April 08, 2020
LiveAgent Review
Score 10 out of 10
Vetted Review
Verified User
It is being used mainly by the customer support and customer satisfaction departments. With LiveAgent we can chat, email and be on the phone with the client. We can also save our contacts and record the tickets to use in the future if needed.
- They provide performance statistics that are good to understand our efficiency and development as a customer support.
- We can chat, email and be on the phone. We can assist 2 or 3 clients at the same time with no problem.
- On the emails we mark as answer, LiveAgent will remind us if we don't get any reply from customer.
- Some statistics don't give concrete and right info. For example, it happened to me to spend 20 mins on the phone with only one client and in the end of the day, the statistics said that I was on the phone only 10 minutes.
April 07, 2020
Great overall experience from LiveAgent
LiveAgent is being used by two departments, our customer service team, and customer care. Both departments use it to monitor customer queries, reservations, and complaints via the different omnichannel provided.
In my department, we use it mostly for inbound calls and emails. In addition to that, we use it to outbound calls, online chat service, as a knowledgebase, performance reports and a wide range of predefined answers.
In my department, we use it mostly for inbound calls and emails. In addition to that, we use it to outbound calls, online chat service, as a knowledgebase, performance reports and a wide range of predefined answers.
- Easy set up of different functionalities
- Wide range of statistics and measurement tools
- Simple form to handle the tickets
- Fully customized
- Whatsapp integration
- Dynamic call routing with better IVR integrations
April 07, 2020
How did an Uruguayan start up decide to hire LiveAgent?
Score 10 out of 10
Vetted Review
Verified User
Our central strategy is 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 needed a tool that centralized all communication channels and had CRM components to be able to provide the service we wanted.
Our main challenge, as a startup, 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 software, 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-day free trial. 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 generated any cost of implementation.
In our case, we use the all-inclusive version that has a cost of USD 39 per agent, and is charged for the period of use. There is no monthly or implementation fee.
- Customizable settings.
- Chat online.
- API integration.
- Tagging.
- Customizable fields.
- Time tracking.
- WhatsApp integration.
- LatinAmerica IP lines providers integration.
April 06, 2020
Managing Social Network with LiveAgent
Score 9 out of 10
Vetted Review
Verified User
I am the leader of the communication team. We take care of the communication of the entire brand, internal and external communication.
With LiveAgent we centralize everything related to social networks: we write posts, respond to comments and messages.
This tool allows us to interact with our followers and give continuity towards the sales departments to those interested in any of our services.
With LiveAgent we managed to avoid the access configuration in each of these networks for the people on the team, giving them a single access. We can also measure and track the performance of each agent: how many comments responded and at what times.
With LiveAgent we centralize everything related to social networks: we write posts, respond to comments and messages.
This tool allows us to interact with our followers and give continuity towards the sales departments to those interested in any of our services.
With LiveAgent we managed to avoid the access configuration in each of these networks for the people on the team, giving them a single access. We can also measure and track the performance of each agent: how many comments responded and at what times.
- Chat online.
- Mobile apps for tickets and phone.
- Social network integrations.
- WhatsApp integration.
- TikTok integration.
April 03, 2020
A software designed to provide personalized service
Score 10 out of 10
Vetted Review
Verified User
As a business executive, my clients want to talk only to me.
This forced me to be forwarding and copying other colleagues in my emails, without having a correct tracking tool.
With LiveAgent I managed to maintain the personalization of my work and improved response times to my clients, being able to also involve the rest of the team in the necessary tasks of the sales chain.
This forced me to be forwarding and copying other colleagues in my emails, without having a correct tracking tool.
With LiveAgent I managed to maintain the personalization of my work and improved response times to my clients, being able to also involve the rest of the team in the necessary tasks of the sales chain.
- Ticket tagging.
- Custom fields.
- HTML templates.
- Phone: online and IP.
- Chat online.
- WhatsApp connection.
April 02, 2020
LiveAgent for B2B Travel Agency
Score 10 out of 10
Vetted Review
Verified User
At MeVuelo, LiveAgent is used across the whole organization. Is the main communication channel we have, and it is very functional for us. We centralize all the information so anyone in the organization has easy and fast access.
With the ticketing system that LiveAgent provides you can easily change and find all the information that you need. Also you can get in touch with your colleagues about a specific ticket, which makes everything faster. This helps to give our clients the attention and support they need, in a more personalized and efficient way.
- Communication
- Organized Information
- Intuitive
- Easy to Use
- Social Media
- Chats and Calls
- Documents
April 02, 2020
Easy tool for administrative monitoring
Score 9 out of 10
Vetted Review
Verified User
In the travel and tourism industry, there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that LiveAgent is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way.
We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks.
In this time, where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools.
And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.
We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks.
In this time, where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools.
And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.
- Cutomization
- Ticket tagging
- Ticket status
- WhatsApp connection
April 02, 2020
Great Product, Highly Recommended
Score 9 out of 10
Vetted Review
Verified User
LiveAgent is used by our customer services department and is a great asset to bot clients and colleagues.
- Performance statistics.
- Client ease.
- Colleague ease.
- SLA statistics on tickets.
April 01, 2020
First experience with helpdesk
Score 9 out of 10
Vetted Review
Verified User
LiveAgent is used by all MeVuelo teams that participate in the sales process, from the beginning of the communication processes to the end of the administration team.
Thanks to this tool we can accompany the client in all their purchase stages and we can give them a personalized and quality service.
- Ticket system
- Ip phone line configuration
- Social network connection
- Chat online
- Tagging
- Customization
- Whatsapp integration
April 01, 2020
B2B Travel Agency
Score 9 out of 10
Vetted Review
Verified User
At MeVuelo, we use LiveAgent to centralize all communications with our clients, both B2B and B2C, in all the channels we have: point of sale, call center, social networks, online chat, email, etc. We also organize the work of our teams and centralize all the information from the sales process. Our biggest challenge was the operation in several countries, but with LiveAgent we were able to solve it.
- Ip Lines connection
- Chat online
- API connection
- Customization
- Tagging agents in private notes (without assigning the ticket)
- Whatsapp connection
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is being used primarily by the Support Team, though companywide, and it addresses our specific issue of ensuring that our customers get timely and accurate responses to the issues they face when using our software. As the Support Team also involves our Software Development team on various issues, it is a tool that touches various teams in the company, such as Sales and Accounting (Billing).
- Unification of all channels of support requests coming in into ONE place.
- Intuitive ticket hierarchy system to follow the stages of a ticket.
- Automation to ensure that tasks are taken care of automatically.
- Live support for our Support Team, should they need help with LiveAgent.
- A prettier user-interface.
March 31, 2020
LiveAgent for Omnichannel Travel Agency
Score 10 out of 10
Vetted Review
Verified User
We are an Omnichannel Travel Agency: we serve our clients at points of sale, telephone and chat, website, social networks, etc. Each interaction in one of those channels generates or updates a ticket in LiveAgent, which is attended by the corresponding department according to the stage in which it is: communication, sales, operations, administration, post sale or traveling. With this tool we have managed to decrease response times, increase our operational capacity and our sales. Best of all, the costs are considerably lower than those of other companies that provide helpdesk or CRM solutions; for companies that are starting and are small, this is a determining factor. Another key point was the rapid implementation of the software, that it's cloud based and has apps for iOS and Android. The adaptation of our agents (of various ages) to their use was fast; the UI and UX are very good.
- Easy connection of SIP Trunk phone lines.
- LiveChat included.
- Available in Spanish!
- Very customizable.
- Cloud based.
- Apps available for iOS and Android.
- Excellent support.
- Great integrations.
- Some little bugs (fixed now).
- Not integrated with WhatsApp yet.
Score 10 out of 10
Vetted Review
Verified User
LiveAgent is intuitive, easy to set up, and fits my needs perfectly. I particularly like the ability to create response templates, which saves me tons of time. I used to sometimes miss communications, but LiveAgent has made my whole support system watertight.
- Support templates.
- Support request ticket alerts.
- Mobile app works well.
- Support strings are kept easy to follow.
- Possibly a bit more customization on the support portal look and feel would be nice.