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Excellent help desk software
April 14, 2020

Excellent help desk software

Giuliano Battilocchi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We are using LiveAgent in our department, customer service and sales-related, as well other departments. We are the ones using it on a daily basis for a couple of years. I personally did not face any major issues.

Generally, we use it in order to provide our customers with the best possible support, via chat, email and phone.
  • Ticketing system
  • Calls integration
  • Simple to use
  • Statistics
  • Knowledge base section
  • Live chat
  • Integration with SEO
  • Emails and calls forward function
  • Handle massive emails we receive.
  • Provide a complete customer service with low costs.
  • Monitor operators performance.
LiveAgent is much more complete and all the channels are available at the same place. The way customers get an answer is friendlier than Zendesk.
Overall, LiveAgent is much more user friendly and simple to understand. It has knowledge base section.
Well suited if you need to chat, call and email with customer at the same time. You get a ticket number in order to identify a specific conversation with customer including all channels of communication. The same ticket can be valid for the same case unless different function were used. In this way, it is much easier to deal with a single customer.