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Great platform!
March 28, 2017

Great platform!

Šarūnė Šaulytė | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

Mostly by support department in order to resolve any client issues via ticket system and live chats well as helps marketing team with social media related questions.
Using Live Agent helps each team manage time more efficiently on a daily basis, as social media, tickets as well as chats can be managed on one platform.
  • Easy-to-use
  • Social media integration
  • Friendly user interface
  • Sometimes it's a bit laggy
  • Only positive, our clients get quick answers to any of their problems
  • Custom
LiveAgent was the best solution for not having double tickets. Another problem solved by LiveAgent is the possibility to have a ticket system as well as live chat support all in one place. The social media integration helps us communicate with any of our clients quickly and with no delays. Definitely recommended for anyone who wants to manage their business successfully.
LiveAgent is very well suited for managing live chats and a ticket system on one platform. The integration of social media is an amazing bonus that helps manage all of our client questions and solve problems in one place without the need for using multiple platforms on multiple tabs.

LiveAgent Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
9
Expert directory
10
Subscription-based notifications
Not Rated
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
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

Using LiveAgent

90 - They represent customer support via live chat as well as help clients over the ticket system. It is also useful for the marketing team as they can get better insights about our company clients as a lot of extra information about the client is displayed next to the window of the conversation.
15 - As it is easy to use and navigate, the interface is friendly; you do not need a lot of skills in order to use LiveAgent. The only skill that you really need is great communication and the needed technical knowledge in order to properly assist any of the customer's needs.
  • live chat
  • ticket support
  • social media management
  • integrate social media
  • phone support, maybe
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.

Evaluating LiveAgent and Competitors

Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
The single most important factor in our decision was the ability to have live chat as well as a ticket system in one place which is essential for any business that provides multiple types of support. The ability to integrate social media channels came as a really great bonus. Very recommended.
I was not the one who was selecting.

LiveAgent Implementation

LiveAgent Support

Because it gives me everything I need.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Support cares about my success
Quick Initial Response
Difficult to get immediate help
My question was answered quickly and directly.

Using LiveAgent

Very good and reliable
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Feel confident using
None
  • live chat
  • tickets