What do you like best?
Facebook & Twitter integration is awesome! We have 13 websites over 9 countries and can easily answer Facebook and Twitter messages from one place. We also love advanced reporting like Analytics overview, Performance reports, Agent reports and agents ranking. Our support staff enjoy canned messages
What do you dislike?
Not so much dislike, it makes you want more (I would love to be able to "Love" posts on Facebook not just like (not a biggy really), also like on Twitter would be great.
At present we cannot integrate our current Telappliant Phone system with LiveAgent but I know LiveAGent is working on adding more ways ot integrate phone systems - that would be great. in the works.
Also the whole of LiveAgent allows us to handle 13 different websites in 9 different languages (form one interface! I would love to be able to create 1 knowledge Base per site not just one for the whole - but they are working on it too:))
There is a possibility to usse LiveAgent as "tasks" - I would love for it to go a bit in Jira Marketing direction - and also cheaper licences if we have agents as part of the same account handling just marketing tasks no CS - but this is not LiveAgent's primary purpose so I can't complaint really - just being greedy
Recommendations to others considering the product
I think it is an amazing system - I read a lot of review before selecting LiveAgent. I read one mentioning that it can only be used for small companies - I disagree. I think it is a question of expectations and proper research - knowing what to expect.
Yes I had a lot of questions when I started with LiveAGent and they team were very helpful. I cannot do everything I wish yet (several knowledge bases/phone calls) but it is definitely heading in the right direction and all feedback I give (I test myself and send screenshots and description of issues) are taken seriously and actually corrected ! I had to spend time outside of my business hours to ensure all works well and agents are properly trained but all in all it works really well.
What business problems are you solving with the product? What benefits have you realized?
- Daily Chats + Emails
- Social Media requests > so much more proactive now and direct answers. Our FaceBook "Answering time shot up"
- Product information requests
- How to order > using canned messages a lot to "Start Design" > Get price > Create your design and order :)
- Where is my order
- Production time requests
- Sending receiving images from customers (feature on LiveAGent, customers can drag and drop in Chat windows, emails, LiveAGent can handle it)
- Some complaints (not many but still, need to handle them quickly