Item: LiveAgent
Rating: 10
Author: Frederico Lopes

Use Cases and Deployment Scope

LiveAgent is being used by two departments, our customer service team, and customer care. Both departments use it to monitor customer queries, reservations, and complaints via the different omnichannel provided.

In my department, we use it mostly for inbound calls and emails. In addition to that, we use it to outbound calls, online chat service, as a knowledgebase, performance reports and a wide range of predefined answers.

Pros and Cons

Easy set up of different functionalities
Wide range of statistics and measurement tools
Simple form to handle the tickets
Fully customized

Whatsapp integration
Dynamic call routing with better IVR integrations

Return on Investment

Combination of several apps in one
Paying to only one provider

Alternatives Considered

GrooveHQ, Zendesk Chat (formerly Zopim) and Aircall

LiveAgent is high performing against the others. It does not have all the functionalities as Zendesk Chat or Aircall, as they are specifically handling one type of communication, but, it has all basic features and integration.

Other Software Used

Slack, CakeHR, CloudTalk

Likelihood to Recommend

We can start with the most basic of all.
Imagine that all your team is sitting with 3 different software, to handle different types of channels that you have available to your customers. Certainly, this will consume a lot of time, and to collect all the insights from each of the platforms will be a time-consuming activity.

With LiveAgent, you basically have all channels all in one. It is very simple to integrate, customize and use!

Great overall experience from LiveAgent

Overall Satisfaction with LiveAgent