Great Multi-Channel Customer Service Solution
April 10, 2020

Great Multi-Channel Customer Service Solution

Jon Fauver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

LiveAgent has been a great customer service tool to manage inquires from multiple channels on one platform. It has been especially useful in encouraging collaboration and/or transfer of tickets between agents or departments. Initial roll out was a bit cumbersome, but the support we received from the team was great. Internal adoption and training with more agents as we grew was easy.

Pros

  • Customer service ticketing.
  • Multi-channel integration.
  • Reporting & monitoring.
  • Forms.

Cons

  • Integration with more social channels.
  • Streamlining processes.
  • Team collaboration.
  • Ticket tracking across platforms.
Price vs Functionality was a good fit for us.
Well suited to customer service applications, LiveChat and forms. The platform easily grew with us as we expanded our team and the flexible pricing made it easy to start small and scale. Great for initial lead gen, but does not work as or replace a good CRM, however we easily solved this using Zapier integration to our existing CRM. Customer support has been excellent.

Using LiveAgent

5 - Customer Service, Inside Sales, Management
1 - Basic IT skills and logical thinking are sufficient when used together with LiveAgent's own support team.
  • Customer Service
  • Inside Sales
  • Social Media Messaging
Because it fits our current needs and has room to grow with us further. Re-training the team on a new system would be cumbersome and not add any advantages at the moment.

Evaluating LiveAgent and Competitors

Yes - LiveChat
We needed a more robust solution to handle more than just chat. At the time the LiveAgent pricing gave us more functionality and features for a better price.
  • Price
  • Product Features
Wouldn't change a thing, we are quite satisfied.

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