LiveAgent


 
LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all as either in-suite or standalone applications. LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation in cooperation with a variety of third-party software companies. It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where ticket contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company. LiveAgent is offered as both web-based (cloud) software and on-premise installations. The cloud option is priced on a pay-per-user basis by a number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents.
 

LiveAgent - Call Report
 
  • LiveAgent - Call Report
    Call Report
  • LiveAgent - Live Chat Overview
    Live Chat Overview
  • LiveAgent - Ticket Details
    Ticket Details
  • LiveAgent - Reports
    Reports
  • LiveAgent - Tickets
    Tickets
  • LiveAgent - Dashboard
    Dashboard
Sistemi operativi supportati:
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Browser web (indipendente dal sistema operativo), Windows 2000, Windows 8, Windows 10

978 recensioni su LiveAgent

 

Barney B. Specializzazione: Materiali da costruzione Numero di dipendenti:  51-200 dipendenti Numero di dipendenti:  51-200 dipendenti

17/3/2020

17/3/2020

Fonte della recensione: Capterra

Great Features & Great Speed

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LiveAgent is helping us convert initial chat enquiries visiting our website into qualified sales leads. We provide a niche product to the very top of our market so being able to qualify enquiries at this initial stage is important to us. The other key outcome is LiveAgent has no impact on our site loading speed. We identified ZenDesk, our previous chat solution, was impacting out site loading speed - and therefore potentially impacting our SEO strategy. From a free trial, we found LiveAgent has zero impact on our site loading speed - we now have a better chat solution AND a faster loading webiste.

Vantaggi

We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customisable, with options to brand and personalise it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.

Inconvenienti

There is so much more functionality and ability to personalise LiveAgent than our previous chat software (ZenDesk) so set up took a little longer - but the ultimate outcome has been far superior.

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Risposta: QualityUnit 25/3/2020

Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)

Tyler Y. Specializzazione: Servizi e tecnologie dell'informazione Numero di dipendenti:  Lavoratore autonomo Numero di dipendenti:  Lavoratore autonomo

10/4/2020

10/4/2020

Fonte della recensione: Capterra

The perfect fit for my needs.

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All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.

Vantaggi

I've tried many support software packages. Yes, there is one that I found that I like aspects of even more than LiveAgent but at the end of the day, LA brings more to the table. The fact that I can hook up multiple brands and manage them all from one login puts it over the top in my books.

Inconvenienti

Honestly, while the software has improved in the aesthetics department over time, it looks a bit dated. I do, however, like it's tabbed interface and customizability.

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Risposta: QualityUnit 13/4/2020

Hello Tyler, thank you for your honest feedback! I am glad to hear that from all the software packages you had tried out, you chose to go with our LiveAgent and we also do hope that it will always stay the one at the top in your books! :) Should you be interested in any of the features you are currently not using, feel free to reach out to our support and we will be happy to provide you with more info or help you implement it! :)

Ondřej B. Specializzazione: Vendita al dettaglio Numero di dipendenti:  2-10 dipendenti Numero di dipendenti:  2-10 dipendenti

5/12/2020

5/12/2020

Fonte della recensione: Capterra

Perfect Zendesk alternative

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Vantaggi

All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!

Inconvenienti

Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated.

Ben H. Specializzazione: Vendita al dettaglio Numero di dipendenti:  11-50 dipendenti Numero di dipendenti:  11-50 dipendenti

18/2/2020

18/2/2020

Fonte della recensione: Capterra

Significant Value for the price

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Vantaggi

Price, Excellent customer support, large amount of features and functionality

Inconvenienti

While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing LiveAgent to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost.

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Risposta: QualityUnit 4/3/2020

Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)

Raz B. Specializzazione: Risorse umane Numero di dipendenti:  2-10 dipendenti Numero di dipendenti:  2-10 dipendenti

3/12/2020

3/12/2020

Fonte della recensione: Capterra

Great ticketing system

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Been using it in the past for a travel agency now for a HR recruiting company, for $15/month you won't get anything better than that!

Vantaggi

Functionality, tags, time rules, syncing with facebook leads, able to add VOIP phone. Can set up folders like an email account too, keeping notes. Customer support is brilliant.

Inconvenienti

The only thing that I would add is a drive folder for files
On top of that it takes some time to set it up, not that simple but if you have thhe patient to learn it you will see how great it is.

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Risposta: QualityUnit 7/12/2020

Hello Raz, thanks a lot for your kind review! I am happy to see that all the features you mentioned are helping you in your day to day work :) Feel free to shoot us with any suggestions on future improvements at [email protected], you can also start a chat with us 24/7 on our website :)