LiveAgent Erfahrungen

Vorteile

Sehr gute Chat Software. Keinerlei Probleem bisher.

Nachteile

Bisher alles bestens. Keine negativen Erfahrungen gemacht.

Vorteile

breite Auswahl an Funktionen und Features

Nachteile

GUI ist so richtig nutzerfreundlich und

Vorteile

Very flexible communication and records easy management platform and the customer relationship management through the tool is excellent, Data management and various projects contact database management and workflow management i like this system.

Nachteile

I got no issues found on the product to dislike and the implementation was easy after training on the basic usability.

Vorteile

There is no time or storage space limits on the tickets
The cost is affordable
The servers can be in Europe and the system is RGPD-compliant
The integration with Zimbra is also a plus (although I could not test it in the free trial)

Nachteile

In case the student sends an email to me instead of the support address, I would like to forward it to the support address and to see a ticket associated to the student (not to me). When I forward a message to the support address, this automatically creates a ticket (this a good) but I have to manually re-assign the [sensitive content hidden] to the original expeditor. It would be better if LiveAgent automatically assigned the ticket to the original expeditor.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu LiveAgent

LiveAgent suffices for our needs and we cannot afford more expensive products

Vorteile

It was easy to use the system the and get my question across

Nachteile

how long the responce took some times i was waiting a while

Vorteile

The level of customisation and tailoring to your business needs.

Nachteile

Some WhatsAPP business API features are missing, such as buttons, but I understand that they are already working on them.

In Betracht gezogene Alternativen

HubSpot CRM

Gründe für den Wechsel zu LiveAgent

A more affordable price, within the reach of smaller companies and with the features needed to help your sales team grow.

Vorteile

I like the Features and Integrations live agent provides

Nachteile

One stop solution of integrated Call, Chat & Emails

In Betracht gezogene Alternativen

tawk.to und Freshdesk

Warum LiveAgent gewählt wurde

Zendesk stopped offering Chat visitor list

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Because felt has more to offer and integrations

Vorteile

Ease of use , control functions and setup .

Nachteile

Not much to say . Perhaps slight delay in logging in

Vorteile

Quick and simple to setup with in depth ticket managing system.

Nachteile

It would be useful to have the option of different widgets depending on mobile or desktop usecase.

Vorteile

It's easy and intuitive to setup. Adding the chat widget to my existing website was very easy.

Nachteile

Chat widget javascript payload drags down Pagespeed scores. Pagespeed indicates depreciated APIs are being used by LiveAgent.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Zendesk is rather bloated and it's confusing.

Vorteile

It has multiple features for our online shop such as integration with shopify. It also provides live chat with our customers and ticketing features.

Nachteile

Till now everything is going smoothly with no issues.

In Betracht gezogene Alternativen

Freshdesk, Zoho Desk und Zendesk Suite

Gründe für den Wechsel zu LiveAgent

LiveAgent has more features and provides great customer support in this segment.

Vorteile

The most interesting part of using Liveagent is that they provide a ticket-raising option for their users so that their problems can be addressed individually also it helped us connecting our social media platforms with this platform and now we can cater to all of our customers reaching us from multiple social plaforms.

Nachteile

Liveagent gave us a great experience but it did not give the best analytics of data which it should have given after a huge customer interaction. The informatis are limited and not enough to understand the improvements that are needed for a better customer experience.

Vorteile

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone.
I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Nachteile

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

In Betracht gezogene Alternativen

Freshdesk

Warum LiveAgent gewählt wurde

We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Gründe für den Wechsel zu LiveAgent

There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

Vorteile

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want.

In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed.

The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Nachteile

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Vorteile

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there.

It's very customizable and we haven't found any issues with making it do what we need it to do.

The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started.

They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Nachteile

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

In Betracht gezogene Alternativen

Conversational Cloud und Crisp

Warum LiveAgent gewählt wurde

We found the package of features more substantial and the price was excellent.

Zuvor genutzte Software

Crisp

Vorteile

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale.

All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone.

The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.

We can set up our own ticket and contact fields, so we can manage the software as we need to.

Finally, the biggest beneficiary is our client, who receives a better service.

Nachteile

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Vorteile

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Nachteile

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

In Betracht gezogene Alternativen

LiveChat und Zendesk Suite

Warum LiveAgent gewählt wurde

The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Gründe für den Wechsel zu LiveAgent

They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Vorteile

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Nachteile

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

In Betracht gezogene Alternativen

Spiceworks Cloud Help Desk

Warum LiveAgent gewählt wurde

Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Gründe für den Wechsel zu LiveAgent

Price and features

Vorteile

LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.

Nachteile

I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.

Vorteile

>> Automatically makes a ticket when an email arrives>> Easy to open, edit or close tickets>> Setup for the live chat is quick and easy>> Automatic and constantly active spam filtering>> 2FA for account security and HTTPS connection to the knowledge base>> Relatively cheap for small teams (if you wish to upgrade to Small)>> Able to save chat transcripts on Small plan>> Easy to attach files to tickets>> App for iPhone and Android on all plans>> Able to set up business hours>> Ticket merge available to combine more than one ticket with the same subject (from the same user)

Nachteile

>> To enable call centre, gets expensive on Medium plan>> Not ideal for large support teams that are on a budget>> Branding is only removed on Medium plans and above>> Limited ticket history on Free plan>> No integrations on Free plan

Vorteile

The ability to have conversations with users in real time has revolutionized our connection with them. We used to get a lot of tickets, but consumers may now save time by chatting with us when they need help. We polled our audience as well. We found that all users would rather have a live conversation with an agent on life support than submit a ticket, and that the major reason for this is because they can get their issues resolved right away rather than having to wait a day for a response.Our customer service response time records show that we're the fastest at fixing problems and getting people back to work. I have to mention that

Nachteile

So far, neither my coworkers nor our customers have had any problems or concerns with the live chat option. It's refined to perfection, answering all of our concerns and meeting all of our requirements.

Vorteile

In general, I enjoy its functionality, design, and usability. I appreciate that it's simple to use and has a great built-in chat capability; overall, it's great help desk software. It's a great piece of software. I appreciate it a lot.

Nachteile

We have only identified mistakes a handful of times up to this point. However, none of them have been very problematic for us. Compared to the Desktop Tool, the Mobile App is more complicated and has more expensive individual features.

Vorteile

LiveAgent has been absolutely a game changing support platform that is very user-friendly and easy to use generally for all our staff in my organisation. This tool has been able to provide the best support services to all our clients hence making this tool great customer options, with real-time chat features that enables us to communicate and resolve issues for our customers easily and efficiently while saving a lot of hours.I have used lots of support system but LiveAgent is far beyond magical and very user-friendly and cost effective. I like that I am able to send chat invites to users while on my website. I like the UI which is great and intuitive simplifies the onboarding process for the new users.Support team is magnificent and beyond magical experience. They're very user-friendly and responsive 24/7. They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.

Nachteile

For my small organisation sometimes when working under tight budget it's a bit disastrous because the price of LiveAgent is not that pocket friendly. Nevertheless this tool is great and has been so productive.

Vorteile

LiveAgent has been one of the most crucial and powerful tools we've been been using to boost our customers relationship and our ROI oflate. I really love how this tool is very user-friendly and easy-to-use generally for any one with or without any tech-savvy experience. The support is one of the most standout and highly effective thing with LiveAgent because they're very user-friendly and responsive 24/7. Using LiveAgent we've been able to increase our productivity and relationship with our customers and hence we've been able to meet most of their needs on time through the help of our support team.Through real-time live chat we've been able to attend to our customers queries on time and resolve a lot of problems on time rather than opening tickets which would take time. For this tool is a game changer and improve productivity of the service agents has been also added advantage.

Nachteile

The only thing I should LiveAgent should consider is adding more integration options. Nevertheless everything else is great and moving on well.

Vorteile

LiveAgent is a full-featured and easy-to-use to use customer support platform and offers very robust and scalable features and one of its powerful and reliable features is the live-chat which is very great in helping us to resolve the customers issues on real-time and also the fact I can manage the contact forms. I also appreciate the automation feature which is time saving and makes our business processes much easier. I also like UI which is very user-friendly and easy to navigate through so it's make it easy for the first time users.

Nachteile

Nothing. LiveAgent will be remain to best help desk and live-chat support platform. I love how dedicated and supportive the customer support team has always been. The set-up and configuration was smooth and easy.