TrustRadius
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https://www.trustradius.com/help-deskLiveAgentUnspecified8.938101
Arnas Kazlauskas profile photo
March 29, 2017

Be a customer support hero!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveAgent

Our company uses LiveAgent across all of our departments worldwide. Since we've started using LiveAgent helpdesk a year ago, we now truly work as a team. All the client inquiries are now easily managed and distributed to appropriate departments. The API is great which lets us to connect LiveAgent to our own software to improve the efficiency even further. User Interface is great and intuitive, the mobile app is awesome. Of course, LiveAgent has a few flaws but they are so small and overall the software is well-designed, efficient and the workflow has never been so great!
  • Social Integration
  • Easy to use
  • Great Customer Support
  • Price
  • Mobile app needs agent statistics
  • Improving the search accuracy
  • Adding VKontante to social integration list
  • Client happiness indicator has improved dramatically
  • Response time is much lower
  • Due to knowledge base and other tools, we've reduced the number of tickets
The main difference between LiveAgent and the alternatives is price and it's pretty huge. LiveAgent is a much cheaper option with no drawback.
Also, we've contacted various helpdesk software companies and once we've had a conversation with all of them, our company has decided that the LiveAgent was the right choice. I personally think that we were right.
In my personal opinion, the software is best suited for medium and bigger companies, however, the price is really great so small companies can afford LiveAgent as well. If you experience troubles managing all the emails from your clients, messages on various social networks, want to add Live Chat feature to your site, then look no further! LiveAgent has all the features you need to have amazing Customer Support.

LiveAgent Feature Ratings

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
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