Avantages
At work I was assigned a very important job, I had to decide what software the company should acquire to offer the customer service to hundreds of people. I took the task of researching a wide variety of programs online and I really found in Live Agent the solution to our needs.
This program contains all the tools you will need so that your clients receive support in a timely manner.
It has a live chat, tickets, integration with social networks and more. The best thing is that it doesn't matter if the client sends an email, opens a ticket or leaves a comment on a social network, because that message will reach a single platform where agents can receive it and give an immediate response. These messages will be stored together with a conversation history, allowing any agent to be well informed of the case and able to respond and solve the customer's problem.
Live Agent has many other features that make it easier for agents to work, for example, you can create predefined replies to save time or write frequently asked questions and send links to clients so they can access this information immediately.
On the other hand you can customize the portal support with your brand.
You can also obtain a report of the agents' work hours. It really is a complete program and its price seems accessible to me. It is worth what it costs because finally if you manage to offer good customer service, this will definitely favor your sales.
Inconvénients
There are very few negative things that I have to say about Live Agent because it works almost perfectly, rather than negative aspects they could make some improvements that allow each company to customize the different options that the program offers us.
Un excellent service client commence avec un meilleur logiciel helpdesk.
LiveAgent is a holistic solution that allowed us to not only manage our website live chat and customer support requests, but also functioned as a CRM system for managing all of our customer contacts. It was very easy to setup a basic implementation, and we saw immediate benefit via decreased customer wait times and quicker resolution of customer issues.
Avantages
LiveAgent is not only live chat software, but is also a CRM which can help to manage your customers and contacts. It supports a variety of integrations like email, phone, websites and social media. The setup is highly configurable, allowing users to tailor the software to the specific needs of their business. The user interface is very clean and easy-to-use, yet it also allows for customization. LiveAgent has a spectacular support team, and they were easy to get a hold of, and they always quickly resolved any issues that we were experiencing.
Inconvénients
The cost can be prohibitive to smaller companies that don't have extra budget allocated for live chat. It is difficult to manage the routing of chat requests and support tickets with a larger team, because the options are limited to assigning to departments, so if you want all requests to go to a person/group, they would need to be added to all departments.
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Avantages
The interface is very user- friendly and affordable solution to configure multiple mediums for communicating with the consumers. The application also provides chat and video integrations. The application program interface helps you retrieve account information and billing details. They have added a new feature wherein you can view all the calls and e-mail interactions of a client just in a thread. The application is integrated with most of the social media sites. The searchability feature is very powerful, as it allows an in-depth and detailed search. Reporting and statistics help you get tag reports, and an employee’s average answer time. Allows an employee to personalize his dashboard. You can compare the efficiency of the job done by your team members and yourselves. The prioritizing ticketing helps you check out the one that needs to be answered according to its priority.
Inconvénients
The absence of Whatsapp and SMS integration. Bugs encountered while you use the mobile application makes it slower than usual.
Un excellent service client commence avec un meilleur logiciel helpdesk.
I started using LiveAgent for one of my first online companies. Our customer base was well in the 100s of 1000s. Therefore, I opted to use the white label solution that integrated nicely with our user interface. I was quite surprised how inexpensive it was to comparable solutions. For these reasons, I have integrated into four of my companies...one being in a different language (Russian). This is an incredible product and I highly recommend it anyone starting a company online.
Avantages
I enjoy the user interface. It utilizes the latest design/development techniques. I also love the cost of the product. It's priced way below comparable solutions. Lastly, I love how you can deploy the software with multiple speaking languages.
Inconvénients
I don't like having to continue paying for extra users. I would rather have unlimited users, especially since we are running the software on our servers.
Thanks for your feedback about LiveAgent. We're glad you're satisfied with LiveAgent for more than 2 years now...
Un excellent service client commence avec un meilleur logiciel helpdesk.
Among the paid support system available, I find that LiveAgent is worth the money for small teams, given the functionality available for the packages.
Avantages
I like that I can have all the multi-channels (social media, knowledge base, ticket system, live chat) I use for just one monthly pricing. The package includes three agents, so the pricing is perfect for us. I can do a lot of design and layout customisation according to my liking.
It's also a great that my customers can have their own log in to view their support tickets. The best part of all is the amount of integration available with the other tools I use for CRM, marketing, etc.
Inconvénients
As much as having 3 agents included in the package is great for small teams, adding the 4th agent at the equivalent price of the original package seems to be rather costly in a way which is preventing my company to add more agents to our account because it doesn't seem worthy money-wise.
Thank you Lynette. I really appreciate how you¿ve taken the time to send us positive notes on LiveAgent.
Un excellent service client commence avec un meilleur logiciel helpdesk.
I have used LA since 2011. Whenever I get the chance, I use it. I have successfully installed it on companies ranging from 9 to 125 agent seats. and it is my 'go to' application.
Yes, there are tiny bugs, like any platform, but they are always quickly updated and resolved.
In 7 years of using (and suggesting) LA, I've only had one bad experience with their customer service (and, OK, it WAS poor service), but it was quickly spotted and dealt with.
Simply put - If you are reading this review - you have found the CS platform you need, with the support you deserve.
Avantages
Live Agent (LA) offers 'everything' for any size CS operation.|
Their support is always fast and friendly.
It simply 'works'
Inconvénients
Some internal rule options could be added to expand the options.
Hello David,
what an honest review, wow, thank you for being with us for the past 7 years! Here's to another 7 (at least) and a lot of happy customers :)
Take care,
Andy,
LiveAgent
Un excellent service client commence avec un meilleur logiciel helpdesk.
Great customer service on their end, and their service offers a ton of great features that I didn't think I'd need at first, but after just a little while, I quickly came to appreciate all the functionality I get, for such a low price.
Avantages
LiveAgent lets me interact with my customers in real time, integrating a knowledge base to help me and my team of just 2 others, solve customer problems much faster and way more efficiently than any other customer support platform I've used to date. The set up process is very easy, and I love the all-in-one inbox . I'm sure to never miss any support tickets or requests, which was sometimes a problem with other similar apps I've worked with in the past.
Inconvénients
Honestly, there are no pros. The price point is pretty solid - after all, it's just myself and 2 reps for my small business - but even if I had a larger support team, LiveAgent doesn't break the bank.
Hello Keyana!
Thank you very much for the honest review of your experience with LiveAgent! We are always happy to see that our customers are satisfied with the solution we provide and their business is able to grow thanks to the customer support. :)
Have a great day!
- Andy
Un excellent service client commence avec un meilleur logiciel helpdesk.
Avantages
I LOVE the fact that it unifies your multiple email and client LIVE chat channels. In my case I wanted to create a single unified support channel for multiple websites that I manage. Live Agent makes it effortless in usage. Its actually a wonderful thig to see in action. In fact I'm actually downplaying what for most would be its greatest strength - LIVE CHAT!!
My main usage is creating on-page 'Contact Us' forms. I also was able to add LIVE chat to my Wordpress site by simply installing a plug-in (they support many integrations). Very slick since you have the option of using it as a floating 'Contact Us' us form by not making any agents available for LIVE chat and contact response instead. VERY nice feature thats easily imlemented
Inconvénients
My only very minor gripe is the lack of HTML signatures but thre is a script based workaround that fills the bill for smaller agencies so it depends on the importance of that for you. You can still create easily text based signatures. In addition the number of options can seem confusing at first glance but after setting up your first couple accounts you'll 'understand' the software and move around it easily.
If fact the more I play with it the more cool features I discover. Very easy to get on-boarded yet filled will more potential. Very nice piece of productivity software.
Un excellent service client commence avec un meilleur logiciel helpdesk.
LiveAgent is perfect way to stay in touch with your customers, We are using this program futures fully. it's perfect way to connect with customers in real time mode by using livechat function. Especially I like that LiveAgent platform also allows us to connect with customers by email accounts.
Avantages
It's a convenient program for chatting with clients and writing them emails, it has quite a lot of functions that can be easily learned.
I like the functionality and flexibility of Live Agent.
Inconvénients
Honestly I don'y like design of the program, the dark and light themes are little bit "outmoded", and the new "beta"panel theme is too bright and uncomfortable (especially when you are using tagging system).
Also, the price, in my opinion it is expensive.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Avantages
It's a fantastic product for our support organization, allowing us to instantly connect with clients in a format they feel more comfortable with. No more waiting on hold with your phone to your ear, now our clients are just a click away from the support they need and deserve. Thanks to LiveAgent, it also allowed us to increase the work-from-home capabilities of our teams, leading to increased morale!
Inconvénients
The Liveagent chat windows do not produce a sound when our agents type back to clients, which to me is a huge downside of this application, as this would help reduce the amount of inactive chats, as learners sometimes do not see a new message being sent.
Un excellent service client commence avec un meilleur logiciel helpdesk.
This is seriously a great software, rank this a solid 9 as it solves a problem of unifying support from varying channels such as social, e-mail, phone, and direct messaging. I highly recommend LiveAgent to anyone who manages support on at least 2 channels. The time saved, efficiency, and pure joy of unifying support is what makes LiveAgent a must have. A solid 9!
Avantages
Title says it all - LiveAgent is awesome as a true one-stop, one-login for multi-channel customer service and messaging. We picked up LiveAgent about two months ago and use it as our sole channel for customer messages. LiveAgent is great when you have at least 2+ channels in which you receive customer messages, for us it was Facebook, E-mail, and LinkedIn. It supports other Social Platforms like Twitter; and it pulls in all messages so we can reply to each one directly in LiveAgent. This saves time and unifies our support-front into one channel.
Inconvénients
Nothing to dislike - LiveAgent is solid, loads quickly and syncs in all messages.
Un excellent service client commence avec un meilleur logiciel helpdesk.
We have been using liveagent for a very long time for say at least 5-6 years first with the self hosted software and the platform is very good for our support and sales related services. Later on we have moved to the hosted environment which is also equally good as we dont have to give time for server maintenance and software updates.
Avantages
1. Quality software
2. Fulfills our exact requirements
3. Timely updates
Inconvénients
1. Support can be improved for self hosted solution.
Hi Samim,
we're very happy to have you on-board for such a long time. :) Always glad to see how our customers are satisfied with the service they get from us and how it helps their company to grow.
Wish you a lot of satisfied customers.
- LiveAgent.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Avantages
LiveAgent captures from the very beginning of use and everything starts with a first-class interface that is simple and intuitive. In it, the developers were able to connect all the necessary components - simplicity, convenience and aesthetics. And also there are no problems to base your call-center on the basis of the program. We often take questions from our users and customers, they must respond to them as quickly as possible. And all this can be provided by LiveAgent.
Inconvénients
Developers for some reason did not think about such a function as exporting applications, and it takes too much time to manually perform this task. It was possible to make the adjustment of the columns in the list, but these are trifles.
Un excellent service client commence avec un meilleur logiciel helpdesk.
We use LiveAgent for two purposes: as a web site chat channel and as a tech support trouble ticket tracking system.
Avantages
It is very powerful and includes features (such as integrated email) that would require integration if they were not included.
Inconvénients
I wish you could create multiple admins or even better a billing contact so the site admin would not have to forward invoices that should go to the billing contact.
Sheldon, thank you for your positive comment and suggestions. We appreciate it.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Great support and an easy to use platform. Once you get up and running you can do so many things that you just dont find in other similar software. Happy to say that My Future Business is a customer for life.
Avantages
Gamification is a great feature that makes everything more like fun than work. Also love the look of the agent interface as it is pretty comprehensive but simple enough to use...even for new users comment how easy it is.
Inconvénients
Have to continue to pay to upgrade
Thank you Rick for giving us a perfect rating.
Un excellent service client commence avec un meilleur logiciel helpdesk.
LiveAgent helped us to improve customer satisfaction in terms of helpdesk support, or even simple intra/extranet communications portal. Our clients are eager, and some demand, for a quick response for queries, request for updates/followups, etc. And LiveAgent has bridged the gap of having to wait for an email or a callback. The chatbox, which is for us the most used, has made contacting support quick, centralized, and easy for everyone to access and use.
Avantages
This is a welcome addition to our Helpdesk tools. LiveAgent helped the team centralize technical support communications straight into one universal inbox shared by the different tiers of support we have. This includes chats, calls we logged, emails, and now even social media mentions. The last one is of utmost importance nowadays since we would want to be made aware of any mentions in public so that we can put off the fire of people complaining should there be one.
Inconvénients
Since the chatbox is one of the channels frequented by some clients, it would be nice to have a sort of chatbots functionality or extensibility with LiveAgent. I'm not sure if this is asking too much, or if the assumption is to always have a real-(a)Live agent behind any or all of the communications. Chatbots, especially for simple (level one) cases, would be a nice feature though.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Overall, my experience with LiveAgent was largely positive and it allowed me to get done what I needed to get done without much difficulty, which is more than I can say about some other customer queue programs I've worked with.
Avantages
The best part of this software is that it is fairly intuitive and easy to learn by doing. It's quite simple to click around and learn on your own, and the majority of the features that you need are upfront and not buried in menus, which is extremely helpful when dealing with a busy customer list.
Inconvénients
The biggest con of this software is it customization options. After I get acquainted with a software, I like to customize it to my needs and move things around to make it more seamless to my work process.
Un excellent service client commence avec un meilleur logiciel helpdesk.
It´s been great! LiveAgent has optimized our Support Service in a huge way. Chat Support is very helpful as well to solve simple service request, allowing our onsite Support team to focus only on complicated incidents.
Avantages
It has been very helpful to setup our own live chat support. But more than that, the integration with phone, emails, social media and website is really powerful.
LiveAgent captures all this sources of customer interactions and log it in a single ticket.
You can customize it to suit your company needs and services models, and also have powerful reporting tools for your helpdesk service and Metrics benchmark.
Inconvénients
The cost is somewhat high. I believe this solution is meant for big companies.
Un excellent service client commence avec un meilleur logiciel helpdesk.
We make use of LiveAgent to chat with all our customers in various websites and to hear their issues. This tool is really great to manage all the users and help fix their problem in a single click !
Avantages
LiveAgent is the best tool to maintain an entire customer database on different products on a single tool, we can use the entire customer database and chat with them, resolve their queries on this single platform. We can use LiveAgent to get the most out of a customer. The main advantage is that all the customer queries on various products are maintained and resolved in a single dashboard. LiveAgent helps to prioritize tickets and to escalate them quickly as to solve urgent issues.
Inconvénients
The UI is pretty difficult for beginners but as we began to use it, this becomes very easy. The support is very low and needs urgent attention.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Very easy to implement and set up. Easy to use so doesn't require extensive staff training. Particularly like the postpone feature as we can ensure that staff always follow up on issues that require further review.
Avantages
Easy to use, postpone ticket feature, inbuilt live chat, customisable for multi brands, reports, value for money
Inconvénients
Mobile app is a bit dated and lacking in features.
Thanks Lee for your feedback. LiveAgent mobile app will be updated soon :)
Un excellent service client commence avec un meilleur logiciel helpdesk.
I'v been using LiveAgent for almost a year now. I'v tried different competitors before, but there was always something missing in the features offered or the price just was not right. LiveAgent had just all the right features for the right price.
Avantages
Seamless integration - took us couple of hours to set everything up and start using it;
Price - one of the best on the market;
Features list - they offer much more features then others and for a lower price
Inconvénients
During initial setup it did not work well in Safari browser. But after setting everything up using Firefox, I could use it just fine with Safari. Maybe the issue was on my side.
Thank you Max. We appreciate your positive feedback about LiveAgent.
Un excellent service client commence avec un meilleur logiciel helpdesk.
It's has really streamlined the customer service process. We don't need different teams to handle the customer query flow from different sources. It's can be handled at one place through one team. Saved a lot of miscommunication and mismanagement of queries.
Avantages
It's one in a million software that enables complete customer relationship management in one tool. From chats to social media, every concern can be catered, categorised and resolved. It's online assistance is always available and really cooperative. Their installation process is both physical and cloud based and in both ways it's a very convenient process at the price they are charging
Inconvénients
The system may appear difficult for people operating it for the first time. Hence the first time users definitely need a software induction before they lay their hands on it
Un excellent service client commence avec un meilleur logiciel helpdesk.
We use Live Agent for more than one year and we are very satisfied, the cost / benefits is excellent. All support messages sent by e-mail, website forms and facebook are sent to Live Agent platform and then will answered by my team. With this process I can be sure that my company will not loose any message received and manage the quality of our help desk.
Avantages
- Excellent cost / benefits for small business
- They have integration with Facebook
- API for development
- Self-Service Setup made the process to evaluate and start using the platform fast
Inconvénients
- Could have integration with more social networks than Facebook and Twitter
Un excellent service client commence avec un meilleur logiciel helpdesk.
The ease of use, the customer appreciation and the ability to solve problems easily and effortlessly. This is an awesome program and would recommend to any entrepreneur or start up pop up business.
Avantages
This is absolutely beneficial to a company new or old. They are available 24/7 and associates are easy to understand and very easy to work with. It is a Cloud platform and is a cost effective option compared to some other options on the market. Just featuring the LiveAgent logo makes people look differently at the way we promote our business almost as if a trust relationship.
Inconvénients
That I have no complaints on product so nothing to fill with least.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Avantages
As part of the Customer Service team, we value the support and environment that LiveAgent creates for all of our specialists. Having the ability to provide our clients with multiple channels for reaching us (either by phone, live chat, social media integrations, etc.) adds to the positive experience we can provide. The user interface and knowledge base are simple and intuitive. Automation and integration is easy and seamless.
Inconvénients
There’s plenty of room for improvement when it comes to customization. But other than that, the software’s got almost everything any customer service team may need.
Un excellent service client commence avec un meilleur logiciel helpdesk.
Satisfied customers and time saving.