TrustRadius
Incredible Customer Management Software
https://www.trustradius.com/help-deskLiveAgentUnspecified8.938101
Tony Phan profile photo
June 29, 2017

Incredible Customer Management Software

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveAgent

LiveAgent is used as a tool to manage customer service performance in our company. Every engagement with our customers, whether it is through online chat on our website or on social media such as Facebook and Twitter is recorded and measured to ensure customer satisfaction. In addition, it allows the admin to give authorization and monitor users (staff) in real time and they can choose to assist their staff anytime online.
  • Online Chat: It provides an effective tool to quickly respond to any inquiry that your customer might have upon visiting your website and therefore, makes it easier to convert their visits into sales.
  • Social Media integration: Not just online chat on website, LiveAgent is able to integrate with most of the popular social media sites (Facebook/Twitter) making replying to customers easier than ever.
  • Email Integration: You can reply to your customers and all of the earlier conversations with the customers through email are connected to avoid a hard time looking for what you have discussed with your customers through email.
  • While answering Facebook messages is super easy, answering to Facebook comments is harder and more time-consuming since LiveAgent does not allow you to see the content of the Facebook post that the customers are commenting on.
  • Email Signature: you might lose your company signature when replying to a customer email through LiveAgent. This is important if you want to keep your brand image strong when communicating with customers.
  • Social Media Content: It would be nice if you were allowed to post content on social media sites through LiveAgent so you do not have to switch between platforms. Therefore, staff performance can be improved.
  • Increase customer satisfaction: whether they are new customers or returning customers, LiveAgent helps us to provide timely support and help to our customers and increase their satisfaction toward our e-commerce services.
  • Effective way to manage customer service staff: the supervisors are able to manage their customer service staff easier since everything is transparent on LiveAgent. The supervisor can access to any conversation between staff and customers to ensure service quality is met.
  • Less time-consuming: since everything is handled on the platform, it is much easier and less time-consuming for staff (especially customer service staff) to look for an earlier conversation with customers and therefore, they are able to follow up with customers faster and more effectively.
  • Facebook and Gmail
We used to use Facebook and Gmail to communicate with our customers but the amount of time it takes to coordinate with different customers through different platforms is just too much and our customers were angry since we cannot reply to them on time. Since we [started] using LiveAgent, everything has been much faster and our customer satisfaction has been increased significantly as their inquiries and follow-ups are replied to promptly.
LiveAgent is well suited when you are a complex e-commerce site with complex procedures (for example, customers need to do a lot of steps in order to make a purchase). The reason is that if your customers get stuck at any of those steps, they can always access LiveAgent to get support and help so they can continue the purchase. Otherwise, it will be very likely that they will abandon the purchase and your business will lose a potential customer.

LiveAgent Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
9
External knowledge base
10
Internal knowledge base
6
Customer portal
10
Social integration
8
Email support
10
Help Desk CRM integration
8