TrustRadius
LiveAgent helpdesk software helped us to concentrate on the right things
https://www.trustradius.com/help-deskLiveAgentUnspecified8.938101
Vytis Bulkevicius profile photo
March 30, 2017

LiveAgent helpdesk software helped us to concentrate on the right things

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveAgent

Almost all the members of our company use LiveAgent. However, the Customer Support team is the one that uses it most. We use it in our daily work and it helps us to find out all the statistics of our agents. We know all the ongoing issue as we can use a tag system when an issue is reported by our clients. It helps to communicate when another agent is offline as you can easily transfer the ticket or closed chat to another agent. It also allows transferring a chat to another agent if your shift is ending.
  • It allows an agent to customize his profile. You can set the sound you wish to your profile; you can set your profile picture and so on.
  • Using LiveAgent you can monitor all the jobs which were done every day, every week, month or year. You can monitor not only your own work but compare it to others or analyze the whole team.
  • Liveagent allows you to set a priority to the tickets and you can use one button to open them ticket by ticket. In this way the system itself will open a ticket for you which needs to be answered at the present moment.
  • It helps customers to feel important as they can rate every answer of the agent, write their review about how they got assisted. It pushes the agents to do their job well.
  • I would recommend making the search tool a little more useful as sometimes it's hard to find what are you searching for. You need to modify the query for the system to understand it.
  • I expect to have an ability to remotely access the computer of the client in the future if he agrees with it. I'm sure it's possible to be done if a client downloads a 'software agent' which allows accessing his computer remotely.
  • I think that it's possible to implement a system which can try adding a tag to the ticket automatically depending on the keywords used in the ticket/chat and agent should only change it if a tag is added incorrectly.
  • LiveAgent gave us the ability to see the ongoing issue that our clients experience. We can now concentrate on them faster.
  • We can set the priority to the departments which are most important for us and concentrate on the queries which are submitted by the paid members first. It helps us to provide better support.
  • Another positive impact is having the ability to see your own work and compare it to other agents. It helps to be more motivated and to assist the clients better.
LiveAgent is especially suitable for big companies that have a lot of employees. They can be managed and evaluated using LiveAgent. It is really well suited as you can add a knowledge base for both agents and customers. It helps to save the time of the agents if a client can access the database before the chat is opened. Predefined answers are also a great tool which helps to save time as many clients ask the same questions and you will not need to write the same answer again and again.

LiveAgent Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10