LiveAgent

Powerful Live Chat Tool for Reasonable Price

Comments: Overall, LiveAgent is a Great Deal. It really helps us with our day to day work. It brings a good positive user experience to our customers. LiveAgent will never disappoint our customers. This tool is extremally easy to use. Also it has lots of integration features available with other third party systems. Our agents are very happy to use this kind of tool without hesitation. Finally, i have to say, LiveAgent is a well Packed Perfect live chat and help desk system for a reasonable price.

Pros:

LiveAgent is a great app that helps us to integrate with our Website to enable Live Chat option with our Website Visitors and Customers. Location Reporting is a very important feature in this tool. We can identify the users location. So we can avoid unnecessary disruptions and scams. Configuration part is really easy. straight-forward. We used LiveAgent to provide both Email and Chat support for our Visitors and Customers. Their customer service is very friendly. And Also, this tool is really easy to understand even for our new employees. I think Integration with multiple websites is the greatest feature of LiveAgent System. That helps us to reduce lots of time and cost.

Cons:

There is nothing to complain but, Developers can improve its User Interface more.

Amazing customer service help desk and knowledge-base combo

Comments: It is very very helpful overall so far. I and my team uses LiveAgent o a daily basis.

Pros:

The main reason to select LiveEvent was the knowledge base system it has is like the deal breaker. This is the feature that competitors charge high or they don't even have it. Kudos to LiveAgent for that.

Cons:

the limitation of customization in header and background of the home screen. If we could upload header background image that could be great.

Alternatives Considered: Zoho Desk and HubSpot CRM

Switched From: Zoho Desk

Reasons for Switching to LiveAgent: The ease of usability, free version and knowledge base with custom domain name.

Its OK to start

Comments: We are a small team and Live Agent is our first software to deal with customer support tickets. It is ok as a first software.

Pros:

It has a free trial that convinced us to buy a pro plan.

Cons:

The visuals and the amount of features that are upgradable.

Alternatives Considered: Freshdesk and Zendesk Suite

Reasons for Switching to LiveAgent: Price and features

Very good pricing structure.

Comments: Overall for the price it is a good tool and has very fast and helpful support.

Pros:

LiveAgent is easy to use and what I most like about the software is that it pricing is divided by functions, for example, the basic plan includes email support which is the one my company needs because we support only email channels. I liked Rules feature the most, it allows to set up automated workflows for more efficiency.

Cons:

Other panel themes does not look good, dark version for example is very basic kind of old. Also once you set SLA levels it is confusing - only Importance changes and only if there is resolve SLA set.

Alternatives Considered: Freshdesk, Intercom and Zendesk Suite

Reasons for Switching to LiveAgent: Because of price and because CSAT feature for the email is included in the basic plan.

LiveAgent is like the person that is always there for you

Pros:

The live chat features for LiveAgent should be a benchmark for all other chat software. It is easy to use and very reliable.

Cons:

I wish I had more features to get the attention of the visitor. Live chat is always there but after a while a visitor can learn to ignore it. I'd like to ask a question every now and then to see if I can create more engagement.