LiveAgent is a Powerful Support System that Makes it Easy to Keep Customers Happy
February 25, 2020
LiveAgent is a Powerful Support System that Makes it Easy to Keep Customers Happy
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with LiveAgent
As we sell software to more people, we find more and more users are having questions or needing support and quickly. Realized the contact form on our websites, and using email was not an efficient way to receive reports and questions, track them, follow up, and resolve or answer our users who needed support. We tried a number of systems and found LiveAgent to be the best support solution at the best price point. We use it daily to answer questions and ensure customers are happy and that potential customers have any questions answered so they can move forward with purchasing.
Pros
- Easy-to-use support ticket system
- Powerful knowledgebase features
Cons
- Dated backend interface - A little clunky
- Kind of tricky to design the front-end to look sleek & modern
- Have kept dozens of customers who would have likely refunded without proper support that LiveAgent made easy to provide.
- I have been able to track customer contact history over time to provide better support, which has lead to great reviews and more sales.
For support tickets, I've found LiveAgent to be the best solution for the price. I love Gist but use it mostly for marketing automation. However, they do offer chat (similar to tickets, but can be more real-time) and knowledgebase functionality--I found keeping support tickets in their own separate tool made more sense for my use-case. LiveAgent handles support tickets and knowledgebase functionality well. Zendesk was great as well, but was overwhelming as far as features and getting up and running went. Plus, their plans can get pricey to unlock a lot of the more advanced features.
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