Best Helpdesk solution for a medium-sized e-product company
Petras Brinko | TrustRadius Reviewer
April 12, 2017

Best Helpdesk solution for a medium-sized e-product company

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveAgent

We use LiveAgent for our customer support department. We use LiveAgent to manage live chat, ticketing and social media channels in one place. We have around 50 agents across the globe who use LiveAgent everyday. LiveAgent helps our customers to contact us easily and resolve their issues very quickly. LiveAgent stores information about every customer and removes a lot of guessing and needless questions when solving a problem.
  • Gamification. Each agent levels up and receives funny badges and achievements. This makes the work fun.
  • Detailed Search feature. You can search anything on LiveAgent using custom search rules and filters. This is very important when you are trying to find something among thousands of tickets.
  • Detailed statistics. You can view almost anything about customers (chat load, conversation initiation pages, tag reports) and agents (working time, average answer count etc.)
  • I'd like to see HTML support in chats as well. Sometimes I write very long and detailed messages in chat so it would be nice if chat window (on customer side) could be expandable.
  • Sometimes it's hard to notice when the same ticket is already opened by an agent. The visual cue could be more striking to avoid duplicate reading.
  • More Levels to reach :) Many of the team are already "Kings"
  • We are now able to measure our customers' satisfaction since they can leave feedback after chat / ticket is over
  • We can manage all the resources in one place (chat, emails, tickets, social media, knowledge base etc.)
  • By implementing tags, we now can see what are most common problems our customers fight with.
  • jivo
We have considered many Helpdesk softwares and tried a few. LiveAgent was the one we have chosen and are using till now.
We were looking for an all-in-one Helpdesk software for average-large companies. Many alternatives failed to meet our requirements. LiveAgent's support team helped us to tailor the software to our needs as well.
LiveAgent is well suited if you provide a digital service like Hosting or any other digital product. Live Chat is useful for pre-sale questions and ticketing system is to-go when solving customers' problems. LiveAgent integrates with social media so all the Facebook messages and tweets can be answered from on place.

LiveAgent may be less appropriate if you need a simple contact form and your customers contact you only occasionally.

LiveAgent Feature Ratings

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