Item: LiveAgent
Rating: 10
Author: Shelby Wischan

Overall Satisfaction with LiveAgent

Use Cases and Deployment Scope

Bus2alps uses LiveAgent for both customer service support and to generate sales. It addresses the initial problem that was found within our company of a breakdown in communication between sales and customer service. Now that both departments are using one platform, there is better oversight and better support; considering the interconnectedness of sales and customer service, we are thrilled with the results thus far.

Pros and Cons

Pros

Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Cons

Bearing in mind I have limited exposure to it, the calling features and capabilities within LiveAgent appear to have room for development.
The sound functionality of incoming chats can be a bit bothersome because the system considers a user clicking to a new page within the website as a "message." Therefore, any time a guest is clicking through our website while also chatting, the noise notification sounds.

Return on Investment

We are generating more sales by having sales representatives online chatting with customers.
The customer service team is able to avoid answering the same guest on a number of platforms (ie. when a guest emails in, fills out a "contact form," and chats with a representative in live time in the span of ten minutes) because LiveAgent enables us to have all of our communication in one platform.

Alternatives Considered

My initial experience with LiveAgent was when the company I work for, Bus2alps, was reviewing an assortment of chatting platforms to use. My responsibility was to compare and contrast various features of them all and select the one which we would implement on our website to generate sales and support our customers. After diligent research, I selected LiveAgent and couldn’t be happier with the choice. The best feature, in my opinion, is having the capability to sort chats with tags, labels, and notes. This coupled with the ability to transfer chats and tickets to specific agents and/or departments streamlines communication for the most timely, accurate, and thorough responses for customers.

Other Software Used

Skype, Slack, Microsoft BI

Likelihood to Recommend

LiveAgent is well-suited for having a range of members in a company online and having the opportunity to utilize their strengths for the greater good of the customer's experience and the company's overall success. Bus2alps has customer service representatives online to work with guests who have already purchased our trips and have questions about their upcoming experiences. We also have sales representatives online who are able to work with guests who are searching for trips but haven't booked with us yet, and they are the experts with our products and with making sales. We also have members of our guide team who operate the trips online, so when guests have a specific question about an upcoming trip that the customer service team may not know, LiveAgent's ability to transfer a chat to another online agent has proven incredibly useful in answering the guest's query as quickly and accurately as possible. Our customers are receiving comprehensive, dynamic service to meet their needs.

Comments

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LiveAgent's Helpfulness for Bus2alps