LiveAgent. A complete Omni channel for customer support.
Updated April 16, 2019

LiveAgent. A complete Omni channel for customer support.

Hammad Bin Idrees | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

What do you like best?

It’s a complete ticketing solution with user-friendly accessibility. In addition, you do not need to be a professional technical person in order to configure LiveAgent and create the macros, which is helpful. Moreover, the report which is generated from LiveAgent is very detailed and help us to track down employees' progress and productivity.

What do you dislike?

There is nothing we don't like about LA, however, there is always a room for improvement.

What we are expecting from LA:

1. When a response is given to one of the tickets via a tag (e.g. #verified), the status should be automatically updated in the Magento through LiveAgent as well. Order status modification must be linked together in order to ensure more productivity in less time.
2. WhatsApp integration and its API would be an advantage.
3. SMS Integration should also be covered in an LA feature.

What business problems are you solving with the product? What benefits have you realized?

LiveAgent provides the real-time statistics, access to customers as they browse, and the ability to log in from any web browser to ensure 24/7 availability.

Pros

  • It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
  • Low on pricing.
  • You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
  • The user-friendly application.

Cons

  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
  • LA offers you 24/7 Technical Support. If you face technical difficulties while using LA, rather than approaching your Local IT department, you can contact LA Live Chat Support for a quick resolution. That means you are not paying for the LA platform only but you are also getting Technical Support at the same price.
The reporting and dashboard features which LA was providing was outstanding.
Well Suited.

When it comes to interacting with your customers and responding to their queries which you get from different channels, i.e. Chat, Social Media, Phone Calls, Emails, etc, then you don't need to log in using different channels but rather just use a single platform which is LA. It's a complete one window solution for Customer Support. You can respond to your customer queries regardless of the communication medium. This can help you to improve your customer support department and their SLA's.

LiveAgent Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
6.0
External knowledge base
6
Internal knowledge base
6
Multi-Channel Help
8.4
Customer portal
10
IVR
10
Social integration
6
Email support
10
Help Desk CRM integration
6

Evaluating LiveAgent and Competitors

  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
It gives you all communication medium in a single platform, it has limitations too such as they dont provide inbound/outbound dialing directly. You may need to use 3rd party SIP services for dialing which is costly.
We are using LA Desk

Using LiveAgent

I have been using Live Agent since more than year. I have tested other help desk systems too before implementing LA. I found LA better system as compare to other help desk system.
ProsCons
Easy to use
Consistent
Unnecessarily complex
Slow to learn
Lots to learn
  • Ticketing
  • Live Chat
  • Ticketing Rules
  • Inbound Dialing
  • Outbound Dialing
Yes - Good

Comments

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