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)
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)
Avantages
I love LiveAgent! In the past, I always used the same communication channels for business and private, or at least they were on the same device. Situations like this were quite common: I wanted to have a Skype call with my best friend, and suddenly a customer notices that l am online and sends me support messages via direct message. My messages used to be all over the place, you have a phone call with a customer, suddenly you get a WhatsApp support request three days later. Or some customer who lives in a different time zone calls you at 3 AM because they forgot about where you live and you forgot to turn off your phone. With LiveAgent I am streamlining my entire communication. I created a support@email address for my domain and forward any incoming email to LiveAgent. | also linked my contact form on my website via Zapier to create an instant ticket. Instead of giving customers my Skype ID, I use the built-in video call feature in LiveAgent, so there are no unforeseen interruptions. Voice calls can be integrated as well including a real landline phone number, which is cool. The chat Widget can be fine-tuned to only appear under certain conditions, for example, if someone is spending 15 seconds or more on the pricing page. Overall this tool allows me to have strong boundaries and office hours with customers. | am going to use the second user account for my assistant and then use the routing emails to automatically assign all tickets to him. This dramatically frees up my time
Inconvénients
The design is slightly outdated and it was a bit complicated to find everything during setup.
Thank you very much fot your nice feedback.
we are happy that you are satisfied with us :) We still working on our improvement :)
Have a nice day
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
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.
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.
Voici quelques-unes des questions fréquentes sur LiveAgent.
Types de licences disponibles pour LiveAgent :
À partir de: 15,00 $US/mois
Type de licence: Licence unique, Abonnement
Essai gratuit: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de LiveAgent.
Utilisateurs habituels du logiciel LiveAgent :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME
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
Types de licences disponibles pour LiveAgent:
Licence unique, Abonnement
Appareils pris en charge par LiveAgent :
Android, iPhone, iPad
Applications s'intégrant à LiveAgent :
AWeber, Akita, GetResponse, Help Desk Migration, Mailchimp, Nicereply, ProjectManager.com, Slaask, Slack, VisitorTrack
Ressources d'aide disponibles pour LiveAgent :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
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!