LiveAgent - Présentation
Description du logiciel LiveAgent
L'assistance client LiveAgent est la solution ultime pour fournir un excellent support client. Équipé de plus de 175 fonctionnalités de support, vous serez en mesure de relier chaque canal potentiel contribuant à l'assistance, par exemple en récupérant les e-mails, commentaires Facebook, Tweets, formulaires de contact, conversations en direct ou appels téléphoniques.
On peut compter parmi les fonctionnalités principales offertes par le service d'assistance : l'automatisation, la gestion des SLA, la billetterie, les comptes POP3, l'acheminement d'e-mail, les départements, les priorités, statuts, étiquettes, règles, l'acheminement de cas d'assistance, les messages prédéfinis, les macros, les modèles d'e-mail, les rapports de performances, la conversation en direct, les invitations de conversation en ligne et la surveillance de site web, l'intégration vocale et l'enregistrement d'appels, l'intégration de Facebook et de Twitter, un portail d'assistance, une base de connaissances, un forum et bien plus encore.
LiveAgent est disponible en 39 langues sous la forme d'une licence SaaS ou d'une licence auto-hébergée (installée sur votre propre serveur).
L'infrastructure du serveur est située aux États-Unis, au Royaume-Uni et au Japon pour assurer la réactivité de Millenium Falcon et se conformer aux réglementations locales (pour l'UE en particulier)
LiveAgent - Présentation
Prix
Types de licence
LiveAgent - Fonctionnalités
Captures d'écran
LiveAgent - Avis
LiveAgent - Avis
An excellent platform to offer customer service
Satisfied customers and time saving.
Excellent Experience Overall - I Recommend LiveAgent
The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
Live Agent has helped us to level up our customer service.
Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.
LiveAgent chat custom image error
I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.
After I realised, I try to change it back. But the option of custom image was not working anymore.
I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif
He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png
This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.
Great balance of simplicity and functionality
Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. In a time where customer service usually means long hold times and a connection to a foreign phone bank, being able to instantly answer questions, and help our customers makes us shine. Live Agent has had a direct positive impact on increasing our subscriber base. It’s the tool that pays for itself time and again.
Comparatif avec les logiciels similaires : note globale
Comparer avec les alternatives
An excellent platform to offer customer service
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.
Excellent Experience Overall - I Recommend LiveAgent
The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
Avantages
For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.
Inconvénients
Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.
Réponse de QualityUnit
Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.
Live Agent has helped us to level up our customer service.
Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.
Avantages
This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.
Inconvénients
It would be great if their was downloadable graphs and charts, and generally easier reporting.
Réponse de QualityUnit
Hello,
we are glad that your overall volume of work has decreased thanks to LiveAgent.
We are happy that you are on board with us. It's great to be part of such a great crew!
Have a good days :)
LiveAgent chat custom image error
I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.
After I realised, I try to change it back. But the option of custom image was not working anymore.
I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif
He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png
This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.
Avantages
It works pretty nice
Inconvénients
You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.
Réponse de QualityUnit
Thank you Ricardo for your LiveAgent feedback.
Great balance of simplicity and functionality
Our office has been using Live Agent for the past several years, and the chat/message functionality has proven invaluable in helping our team provide excellent customer service. Easy to use and simple to learn, Live Agent has proven to be a blessing for our company, and the instant chat option is a powerhouse in generating new accounts. Being able to answer questions, and provide sample reports through the chat file upload feature, is priceless. In a time where customer service usually means long hold times and a connection to a foreign phone bank, being able to instantly answer questions, and help our customers makes us shine. Live Agent has had a direct positive impact on increasing our subscriber base. It’s the tool that pays for itself time and again.
Avantages
Ease of Use. Functionality, and the ability to instantly provide solutions to our clients, and prospective clients. The ability to attach files directly in the chat window is my most favorite feature.
Inconvénients
I haven't encountered any negative aspects of Live Agent so far.
Réponse de QualityUnit
Hello Douglas,
we very appreciate your nice feedback.
We are glad that our product made your work more efficient for you :)
Wish you a luck !
Have a nice day :)
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives
LiveAgent - Prix
LiveAgent - Prix
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives
LiveAgent - Fonctionnalités
LiveAgent - Fonctionnalités
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
Vidéos et tutoriels
Vidéos et tutoriels
LiveAgent - FAQ
LiveAgent - FAQ
Voici quelques-unes des questions fréquentes sur LiveAgent.
Q. Quels sont les types de licence disponibles pour LiveAgent ?
Types de licences disponibles pour LiveAgent :
À partir de: 15,00 $US/mois
Type de licence: Gratuit, Licence unique, Abonnement
Essai gratuit: Disponible
Q. Quelles sont les principales fonctionnalités du logiciel LiveAgent ?
Nous n'avons pas d'informations sur les fonctionnalités de LiveAgent.
Q. Qui utilise LiveAgent ?
Utilisateurs habituels du logiciel LiveAgent :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, Administration publique, PME
Q. Dans quelles langues LiveAgent est-il disponible ?
Langues dans lesquelles LiveAgent est disponible :
arabe, chinois (simplifié), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, thaï, turc, ukrainien
Q. Quels sont les types de licence disponibles pour LiveAgent ?
Types de licences disponibles pour LiveAgent:
Gratuit, Licence unique, Abonnement
Q. LiveAgent prend-il en charge les appareils mobiles ?
Appareils pris en charge par LiveAgent :
Android, iPhone, iPad
Q. Avec quelles applications LiveAgent peut-il s'intégrer ?
Applications s'intégrant à LiveAgent :
AWeber, Akita, GetResponse, Help Desk Migration, Mailchimp, Nicereply, ProjectManager.com, Slaask, Slack, VisitorTrack
Q. Quelles sont les ressources d'aide disponibles pour LiveAgent ?
Ressources d'aide disponibles pour LiveAgent :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
Satisfied customers and time saving.