LiveAgent Reviews

In the past, our Support Reps were living in multiple solutions: Gmail/GoogleApps for emails, Zopim for chats, phone software for our phone queue. The email solution was the worst. Our reps would reply "Handling" to an email to let other reps know they were working on that email. This led to a lot of people working on the same issue, a lot of duplicative, unnecessary work when reps didn't do the "Handling" reply first. It also led to a lot of missed emails. With LiveAgent, you know if another agent is already working on a ticket. We have the SLA rules set up, so we never miss an email or a followup.

With the live chat built into the same solution as our email tickets, we are able to see immediately what other chats or emails this customer has had recently.

Now that our reps only have to 'live' in one solution, they don't miss emails or chats by forgetting to switch back and forth between email and chat.

So far my only dislike is they do not allow each user to have the software open in multiple tabs. Our support reps have 3 monitors and it would be nice to have chats up on one monitor and email tickets on another. We asked for this feature and they said they do not plan on allowing it to prevent people from sharing logins to get around their per-user subscription model. I understand that, but it seems like there should be a way to restrict the user's session to one computer at a time while allowing multiple windows open. Overall, this is a very minor dislike.

Our reps only need to 'live' in one solution to manage our customer contacts.

We no longer miss emails from our customers.

We can track our reps productivity and point out additional training opportunities for reps.

Training new reps has become easier because we can get them an account and let them watch chats.

LiveAgent has been a game-changer for us. ZenDesk began making massive changes (including to their Mobile Apps) that had a very negative effect on us (and many others). When our concerns went unnoticed, we began looking at other options. LiveAgent was one of those that appeared and from the outset, it proved to be not only a replacement for ZenDesk, but a better solution (at a cheaper price!). The combination of Tickets, Chats, Knowledge Base, and Social Media interactions all being combined into one platform for our Customer Support Team makes it easy for them to respond quickly and efficiently to our users. On top of that, their support team is amazing and helpful with any questions or issues we run into.

It is a complex program that requires some configuration and setup. The great thing is that their support team is ALWAYS there when we can't figure something out. They even go as deep as looking at our code that we have set up to help us determine what is going on and provide suggestions for improving it.

No other company I have found allows you to connect all of the features of tickets, chats, social media, knowledge base, and user forums all in one. It's amazing!

LiveAgent allows us to support our users from all over the world through many different mediums - Support Tickets, Chat, Social Media, Knowledge Base, and User Forums. The fact that it is all in one platform makes it easy to maintain, track users across the different mediums, and provide quick and efficient support to our users, no matter the time or day.

This software allows to create predefined answers

Tickets, email, chats - all in 1 software

You can review performance of each agent, how much hours worked, how many emails answered and chats were taken

You can create filter to review each agent's replies for statistics

You can send email to customer if he accidentally disconnected, which allows to provide better customer support

You can manage ticket's importance by using labels and to assign them directly to responsible person

Live agent's customer support is very helpful and response time is very quick

Would be great to integrate translator in chat

When customer opens new window new chat comes, would be better if his chat was linked during one session

To make icon bigger which is showing that 1 agent is already reviewing email or to add lock option to email when it is already open by another user

Customer assistance

Allows for several agents to communicate with one customer, which is useful during training

User-friendly interface, easy to navigate

What I like about Live Agent is that it allows you to respond to emails, tickets, chats, messages from social media all from one place. You can create predefined answers for a better workflow and a faster response.

You can also supervise the work of each support agent. You can see how many hours each agent worked, how many tickets he answered. You can assign tickets to a particular agent to solve a customer's problem or assign it to a department.

You can filter the tickets according to their importance, assign labels and more. You will have a well organized work and you will be able to satisfy the customers.

This is great software to provide online support to your customers.

I really recommend it, it is very easy to use and you have many tools to provide a complete and fast customer service.

I had some problems to setup my mail accounts and sometimes it takes a while to update some data such as the number of tickets answered by agents. Fortunately, you can contact their support team and they will respond immediately.

It is important to ensure you personalize everything before putting the service to work.

I can answer the customer's questions, complaints and claims with efficiency and in a simple way.

It is not an overly complicated program and is very user friendly. If an issue does arise there is always help available. Our team greatly benefits from being able to see what others are working on and eliminates confusion and a lot of unnecessary correspondence. The ticket system is a great feature and also easy to use and keep track of. It is very easy to manage all of your contacts from one central point and the time tracking system is something not available on other similar platforms that we utilize quite a bit.

There really is not much to complain about. Sometimes the website can have some minor glitches or bug issues but they are usually quickly and easily resolved. Customer support is great and always prioritizes any issues we have come in contact with so far.

Just do it! You won't regret it and I guarantee it will help solve any communication/organization issues you may be facing.

This has greatly helped us become more organized and efficient. Communication is much better within our team and with customers as well. The time tracking sheets greatly help eliminate confusion.

I enjoy the simplicity of the program. My entire team took to it real quick and made them more efficient. Everything is laid out real simple and easy to understand. There is no confusion on who is working on what. Everyone can see if a different associate is currently working on a specific ticket. If a customer sends multiple tickets, there is no digging through all of them. They are ALL readily available. This helps us out a lot in cutting down the back and forth responses and helps us resolved any issues quickly and easily. My social media team can keep track of all of our customer comments with the ticket system as well. Anytime a customer reaches us via social media, we know and can reply immediately. For me, the reports are great! I can track every team members work and progress. The reports generate very quickly and they are very detailed. Almost everything I can think of gets recorded. This has helped a lot in making us better as well. Their customer support is great as well. I can get a hold of anyone via email and chat. They are a very knowledgeable team and are eager to help.

Honestly, there is not much that I can find to complain about. Maybe better customization when it comes to the look of the dashboard? Assigning ticket numbers that make sense lol. No real dislikes, LiveAgent is great.

Efficiency and speed. My team can get a better handle on our customers issues and resolve them quickly. It organizes everything really well. I can pull up any ticket at any time for reference. That helps my team a lot.