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Delivers everything our company needs!
May 14, 2020

Delivers everything our company needs!

Brian Kelly | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We currently use LiveAgent to capture support requests via the chat bubble on our various websites. It has proven to increase engagement from our website visitors, and it gives us a vehicle to show them that there are real people working behind the scenes ... not just another "bot" or AI representative.
  • Alerts us of new "tickets" even when offline.
  • Real-time viewing of customer's typed words.
  • Storage/tracking of past tickets.
  • Regarding the "Invitations" feature - Would like it if it required a Name and Email address just like it does for the chat bubble.
  • The UI for the real-time chat could be a bit more intuitive, but once used to it, it serves the purpose.
Our needs are very minimal, and LiveAgent meets our needs very well. We take comfort in knowing that as we expand, we have a resource that has the features we can take advantage of in the future without jumping over to another platform.

Do you think LiveAgent delivers good value for the price?

Yes

Are you happy with LiveAgent's feature set?

Yes

Did LiveAgent live up to sales and marketing promises?

Yes

Did implementation of LiveAgent go as expected?

Yes

Would you buy LiveAgent again?

Yes

  • Support ticket tracking.
  • Support ticket statusing.
  • Ability to assign issues to specific members of the team.
  • Real-Time engagement with customers and/or website visitors.

LiveAgent Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

LiveAgent Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Yes, on both accounts.
Today! They answered a question I had that was not easily solvable right away ... and did so in a very short period of time.