For smaller membership customer service
April 10, 2020

For smaller membership customer service

John Crumpton | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We manage the customer services for a medical membership organisation using a shared email inbox.

We needed to track the response to support questions by different agents (such as notes) and create a knowledge base for members to get answers to their questions.

Pros

  • Assigning a ticket reference to queries.
  • Reminding me to follow up.
  • Reply to social media.

Cons

  • A high resolution theme for 4K.
  • Make the reply icon bigger and add the word "Reply."
  • UX/UI update for 2020 - the website looks great, but the app feels a touch dated.
  • Saves time.
  • We don't miss replies - an email gets a close when completed - vs email which isn't always clear.
  • Customers can self serve and find the answer with the knowledge base.
I was looking at two new companies: Loop Email and Helpwise. They are both modern, stripped down email collaboration tools with easy-to-use UX and clean UI. But as young software, they haven't built social responses or merging of emails into the same ticket. In fact they don't have ticket system, yet. Some of the missing features are on the roadmap, but if you're looking for a mature product, this is the one to go for.

I'm sure with time, investment will be made in the UX/UI to bring it up to date.
As a timesaver:
1) I can reply to queries from chat, email, Twitter, Facebook and Instagram all in one place.
2) Canned responses to frequently asked questions.

Accountability
1) See how long agents are spending resolving queries.
2) Merge issues from the same customer.

Marketing
1) Export people who respond to queries.
2) CRM within the system with customer details.

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