Amazing software for efficient workers!
April 05, 2017

Amazing software for efficient workers!

Tautvydas Vaižgėla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

LiveAgent is being used by most of the people in our company. Mainly, it is used by our Support Specialists and as one of them, I can safely say that it's one of the best things to happen in our department. It solved many of our internal problems regarding the efficiency of our work.

Pros

  • Canned responses and predefines. These two features are the top features that I use.
  • "To Solve" feature which provides me a possibility to open a new ticket with a click of one button.
  • Filters which collaborate with the "To Solve" feature.

Cons

  • Occasional bugs when typing which force me to stop my work for a few moments.
  • Sometimes it's difficult to find the needed specific information about my user's statistics.
  • Only positive: Made our work much faster and efficient.
Well suited:

  • When the need of efficiency is important in your work.
  • When you need to work smarter, not harder.
  • When you need filter feature to organize the importance of certain departments.
  • If you need the predefined/canned response feature.
Less appropriate:

If you don't like a very customizable environment and want a software which provides basic usage.

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
Not Rated
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

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