Works for what we need
August 13, 2020

Works for what we need

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

This is used solely by the customer service department. We use it to share notes to collaborate to take care of customers efficiently and with good quality service. It creates a place for us to keep all customer information so there are no delays in response.
  • Shared email with ability to assign tickets
  • Everything is shared
  • Compartmentalized Design
  • Calls don't always work
  • Ticket creation from phone calls is tricky
  • Easier to keep track of customers and what they need
  • Easy to find information to contact
Works perfectly well for what we need.

Do you think LiveAgent delivers good value for the price?

Not sure

Are you happy with LiveAgent's feature set?

Yes

Did LiveAgent live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LiveAgent go as expected?

Yes

Would you buy LiveAgent again?

Yes

Very well suited for a team that needs to communicate without stopping in the middle of anything. All the information is right there if the last agent did their due diligence. Makes for a streamlined service.

LiveAgent Feature Ratings

Organize and prioritize service tickets
8
Expert directory
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
4
Ticket response
8
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated