Item: LiveAgent
Rating: 8
Author: rachel york

Use Cases and Deployment Scope

We use LiveAgent to log our interactions with customers whether it be chat, email, phone calls to be able to complete their requests for their parts.

Pros and Cons

Assigning a ticket to each email to be able to track
Tagging emails for certain issues

All calls are tagged to a generic number causing them all to be tagged under the same ticket number
Being able to pull reports of all the note associated with a certain tag

Return on Investment

LiveAgent helps with logging all info with customer interactions.

Alternatives Considered

3PL Warehouse Manager

We use 3PL as well as LiveAgent to complete our daily work. Using them together seems to be a good combination for what we need the programs to do.

Support Rating

Support seems to be very user friendly and does what we need it to do.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy LiveAgent again?

Yes

All calls come in to a generic number causing them to be logged in the same ticket. At times it is hard to sort out the different calls off of this ticket versus every call being labeled as its own ticket. Also pulling reports and notes with associated tags at times is hard to accomplish.

LiveAgent review

Overall Satisfaction with LiveAgent