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Very full-featured platform with a lacking interface
February 14, 2020

Very full-featured platform with a lacking interface

Peter Krzyzek | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We're using LiveAgent to manage user support tickets via chat, multiple email addresses and when they call it (and we have to log in manually). It's our central place for general user issues, changes, request management. It serves as our centralized client-facing support center.
  • Email ticketing.
  • Integration with email providers and ability to read/send emails.
  • The interface is horribly outdated.
  • Several basic UX features for agents are sorely missing.
  • Centralize all client facing support issues into one platform is really good.
We selected LiveAgent over Freshdesk due to a pricing deal LiveAgent was running at the time. If it weren't for the pricing deal, we would have picked Freshdesk due to its far superior UI and UX.
LiveAgent seems to be very well suited for client support as it allows for multi-channel support all through one centralized platform. It does that absolutely wonderfully. Where it falls flat is it's UX and design as it has a rather high learning curve and is a bit cumbersome to use so this platform is not suited to those who want a modern, pretty, and efficient interface and value that.