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LiveAgent saves loads of time in our daily tasks!
March 27, 2017

LiveAgent saves loads of time in our daily tasks!

Merkys Maliukevicius | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

LiveAgent is being used by our customer service department. It perfectly addresses our daily tasks (responding to customer questions/requests).
We have been actively using it for over a year now and we can surely say that this is [the] perfect help desk for customer service. It provides many features that other help desk software doesn't!
  • Ticket Automation
  • Telephone Calls
  • Live Chat
  • Agent performance tracking
  • Customization (direct LiveAgent files edit) are gone after update
  • Time saver! Due to automated ticket responses we no longer need to respond to simple queries.
  • Live Chat on the website increases sales rapidly!
  • JivoChat
We used to have JivoChat software installed in our websites. After switching JivoChat to LiveAgent help desk, we no longer have to restart the browser every few hours due to JivoChat's lag. We are very happy about this switch and we are looking to working with LiveAgent in the future.
LiveAgent is well suited for customer service teams which have more than a few agents online all the time. It provides excellent real-time visitors tracking and provides additional information about the customer when their ticket is being opened. We are glad that we switched our old help desk to LiveAgent!

LiveAgent Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

LiveAgent Support

LiveAgent's customer support is superb! They were able to resolve all issues we had with Live Agent integration and provided real-time solutions to the problems we had. We really appreciate their support in LiveAgent API integration. We are glad that we chose them. Keep rocking guys!
ProsCons
Quick Resolution
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response