LiveAgent

LiveAgent

Un excellent service client commence avec un meilleur logiciel helpdesk.

4.7/5 (687 avis)

LiveAgent - Présentation

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)

Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Canada, Chine, Europe et 5 autres, Allemagne, Inde, Japon, Amérique latine, Afrique et Moyen-Orient

Langues

arabe, chinois (simplifié), tchèque, danois, néerlandais et 19 autres, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, thaï, turc, ukrainien

LiveAgent - Avis

Note globale
4.7/5
97% d'avis positifs
485
Excellent
179
Très bien
19
Moyen
4
Médiocre
0
Horrible
Sergey V.
Traduire avec Google Translate

I like Live Agent as a product and environment for the work of the support team.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 21/03/2017
Provenance de l'avis : Capterra

Pros:

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Avantages

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

Inconvénients

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Matthias V.
Traduire avec Google Translate

Not the cheapest solution around, but probably one of the best.

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 25/04/2017
Provenance de l'avis : Capterra

Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

Avantages

Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Inconvénients

Short cuts in rich text area are conflicting with the ones in the application

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Andreina C.
Traduire avec Google Translate

An excellent platform to offer customer service

Logiciel utilisé Autre pendant plus d'un an
Publié le 18/07/2018
Provenance de l'avis : Capterra

Satisfied customers and time saving.

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.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Traduire avec Google Translate

We used LiveAgent for live chat with our customers for our e-commerce website.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 13/07/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Dustin W.
Traduire avec Google Translate

Genius platform still in it's infancy

Publié le 26/09/2016
Provenance de l'avis : SoftwareAdvice

Avantages

My company was running our customer service out of a heavily modified gmail inbox. LiveAgent was able to reduce my average customer response time from 28 hours down to 2.5 hours. In fact, we've even managed to go down in manhours and still work through our workload much quicker. Having our tickets and chats, and the ability for a chat to become a ticket, has been super handy! The system is quick to set up and even easier to configure. Setting up rules for automation helps keep our workload low and our responses to customers timely. We haven't set up the custom plugin that allows us to integrate other information yet but I'm looking forward to having that set up soon.

Inconvénients

The support staff is very quick to help out but implementations of suggestions are not quick at all and sometimes the support staff will tell you that you don't need a feature, when in reality, you do. For example, LiveAgent will always count a chat as a "missed chat" if it isn't answered within 30 seconds. Each 30 seconds counts that same chat as another missed chat. This isn't how I define a missed chat (chat initiated and NEVER answered) and I have no control over this setting at all. Some of the reports are also highly confusing. Lastly, the system is simply missing some basic functions. I need my entire team of agents, regardless of which department they are in, to be able to see every ticket but the only way to do this is to put them in every department. This has caused a lot of issues that we've had to change our processes not only with customer service but through the rest of our company as well. It would be beneficial to have a "view only" option for departments. Other basic features that are missing: Chat hours (if an agent is logged in after hours the chat shouldn't be displayed), merging tickets, attachments don't get sent to ebay members etc. There are also random times where LiveAgent will freeze, boot agents out, or simply stop working (I just had a chat show up as a new chat but said the customer was waiting for 14 hours).

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

LiveAgent - Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Licence unique
Abonnement
Rapport qualité-prix

LiveAgent - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

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: Licence unique, Abonnement

version d'essai gratuite: 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, Non Profit, 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:

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