LiveAgent for Omnichannel Travel Agency
March 31, 2020

LiveAgent for Omnichannel Travel Agency

Mariana Zabalveytia Naveiro | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We are an Omnichannel Travel Agency: we serve our clients at points of sale, telephone and chat, website, social networks, etc. Each interaction in one of those channels generates or updates a ticket in LiveAgent, which is attended by the corresponding department according to the stage in which it is: communication, sales, operations, administration, post sale or traveling. With this tool we have managed to decrease response times, increase our operational capacity and our sales. Best of all, the costs are considerably lower than those of other companies that provide helpdesk or CRM solutions; for companies that are starting and are small, this is a determining factor. Another key point was the rapid implementation of the software, that it's cloud based and has apps for iOS and Android. The adaptation of our agents (of various ages) to their use was fast; the UI and UX are very good.
  • Easy connection of SIP Trunk phone lines.
  • LiveChat included.
  • Available in Spanish!
  • Very customizable.
  • Cloud based.
  • Apps available for iOS and Android.
  • Excellent support.
  • Great integrations.
  • Some little bugs (fixed now).
  • Not integrated with WhatsApp yet.
I have worked in other companies where the challenge was to train agents to use various communication and contact management tools.
These tools, in addition to not having all the communication channels in one, were very expensive (monthly fee + cost per agent) and limited access to the functionalities.
Today with LiveAgent we have all our channels in a single software and we pay only USD 39 per active agent.
LiveAgent fits perfectly into our business model and our sales flow. Being such customizable software, it depends a lot on the company that hires your application. Understanding how to configure the departments, calls, chats and other channels, and knowing how the ticket states work is enough. They have a lot of information on their support pages, and if they cannot find the solution there, their support team is very cordial and collaborative.