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nice software that could still have improvements
November 28, 2023

nice software that could still have improvements

Gerhard Latzelsberger | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We use LiveAgent in the team and receive our support tickets and customer inquiries there. We processed more than 30,000 tickets with it last year.
  • Tracking tickets
  • Involve several employees in the processing.
  • Live Chat
  • Sometimes the performance is very slow
  • The answers to problem solutions are often very slow
  • it is an important tool for our success

Do you think LiveAgent delivers good value for the price?

Not sure

Are you happy with LiveAgent's feature set?

No

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

Very suitable for live support and customer support where written documentation is important. When used in multiple languages, it is often difficult to assign the ready-made answers

LiveAgent Feature Ratings

Incident and problem management
6.5
Organize and prioritize service tickets
6
Expert directory
6
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
7
Ticket response
7
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
5.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
5
Help Desk CRM integration
Not Rated