LiveAgent Erfahrungen

Vorteile

Sehr gute Chat Software. Keinerlei Probleem bisher.

Nachteile

Bisher alles bestens. Keine negativen Erfahrungen gemacht.

Vorteile

breite Auswahl an Funktionen und Features

Nachteile

GUI ist so richtig nutzerfreundlich und

Vorteile

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.

Nachteile

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.

Vorteile

LiveAgent provides a full set of features to facilitate live chat functions on your site. I really like that you can track a user's position and send them a chat invitation automatically while they're on your site.

Nachteile

The only real drawback I've found is that you have to log in somewhat often to keep your account from going dormant. Not having to worry about losing access to my account because I forgot to set a login reminder is a huge relief.

Vorteile

Ease of use, integrations, built in calling, sms, email

Nachteile

Onboarding takes long, but we also connected our email server, which has 5 years of emails in the IMAP, so the processing is very slow, and had to focus on other tasks in the waiting period. Now the trial is over :(

In Betracht gezogene Alternativen

Front und Zendesk Suite

Warum LiveAgent gewählt wurde

More integrations, more modern system

Gründe für den Wechsel zu LiveAgent

The whole package just fits us better than the other solutions, and the promising AI whisper function.

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Salesforce Sales Cloud und Zendesk Suite

Warum LiveAgent gewählt wurde

Able to bring in information, sales channels, and customers from what was previously multiple products into one centralized system

Gründe für den Wechsel zu LiveAgent

Price, functionality, control

Vorteile

LiveAgent has been absolutely a game changing support platform that is very user-friendly and easy to use generally for all our staff in my organisation. This tool has been able to provide the best support services to all our clients hence making this tool great customer options, with real-time chat features that enables us to communicate and resolve issues for our customers easily and efficiently while saving a lot of hours.I have used lots of support system but LiveAgent is far beyond magical and very user-friendly and cost effective. I like that I am able to send chat invites to users while on my website. I like the UI which is great and intuitive simplifies the onboarding process for the new users.Support team is magnificent and beyond magical experience. They're very user-friendly and responsive 24/7. They help our customer support team to be professional and to provide great support to all our clients and customers. This helps us to maintain a great relationship with our customers.

Nachteile

For my small organisation sometimes when working under tight budget it's a bit disastrous because the price of LiveAgent is not that pocket friendly. Nevertheless this tool is great and has been so productive.

Vorteile

The ticketing functionality is probably my favorite: it allows me to track and respond to all customer and colleague inquiries in one place. The live chat and integrated telephony options have greatly improved our responsiveness. I love how I can assign and categorize tickets, which makes it easy to prioritize tasks. In addition, the analytics dashboard gives me a clear view of team productivity and helps me identify areas for improvement.

Nachteile

While LiveAgent is a great tool, some of the analytics reports are complicated to understand and could be simplified for easier interpretation and use.

Vorteile

LiveAgent has elevated our customer support endeavors. The platform’s multi-channel support, encompassing emails, chats, and social media, ensures no customer query goes unanswered. The robust ticketing system efficiently categorizes and prioritizes queries, enabling faster and more effective responses.

Nachteile

LiveAgent's mobile app experience is an area that could use enhancement. Periodic lag and limited features compared to the desktop version sometimes hamper on-the-go support.

Vorteile

It's possible to answer customer inquiries at a lower cost with LiveAgent.One can get real-time feedback and support from LiveAgent customer support team.

Nachteile

Sometimes I have seen that live chat agent may struggle to resolve complex customer issues but above all the product is wonderful.

Vorteile

With LiveAgent,It is simple and fast to handle and resolve customers quieries and complains efficiently.Again,this tool allows me to offer our clients great support services.It is simple to engage with our clients through live chats.

Nachteile

Until this moment,I haven't experienced anything that I can complain about LiveAgent as it caters all our needs.

Vorteile

History management and the help desk services production using LiveAgent functions is helpful. Engagement and project clients data management is easy and the tracking of different web visitors through LiveAgent options is very productive.

Nachteile

Easy and suitable Customer data management product and nothing unusual that i can underline from the LiveAgent tools capabilities.

Vorteile

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Nachteile

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

In Betracht gezogene Alternativen

LiveChat und Zendesk Suite

Warum LiveAgent gewählt wurde

The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Gründe für den Wechsel zu LiveAgent

They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Vorteile

The ability to have conversations with users in real time has revolutionized our connection with them. We used to get a lot of tickets, but consumers may now save time by chatting with us when they need help. We polled our audience as well. We found that all users would rather have a live conversation with an agent on life support than submit a ticket, and that the major reason for this is because they can get their issues resolved right away rather than having to wait a day for a response.Our customer service response time records show that we're the fastest at fixing problems and getting people back to work. I have to mention that

Nachteile

So far, neither my coworkers nor our customers have had any problems or concerns with the live chat option. It's refined to perfection, answering all of our concerns and meeting all of our requirements.

Vorteile

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Nachteile

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

In Betracht gezogene Alternativen

Spiceworks

Warum LiveAgent gewählt wurde

Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Gründe für den Wechsel zu LiveAgent

Price and features

Vorteile

LiveAgent has several useful features, including ticketing, help desk, and customer support management, as well as IT asset and service management. It's easy to set up and load, and it has wonderful capabilities for helping customers.

Nachteile

Honestly, I haven't run into any issues, and in fact, I've noticed several of its features getting better. No particulars. As of right now, I can't think of anything negative to say about it because it's still providing useful benefits.

Vorteile

LiveAgent provides excellent customer service options, the foundation of which is instant messaging that allows for seamless data exchange in real time. Our team's internal communication has also increased, allowing us to better track and analyze our work, as well as appropriately organize our work and make all of our daily duties much more collaborative.

Nachteile

To be completely transparent, we have experienced issues with our internet connection, which has hindered the flexibility of our work system because, without a stable internet connection, our real-time messaging system would be rendered useless.

Vorteile

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself.

The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients.

Nachteile

I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs.

In Betracht gezogene Alternativen

Crisp und Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Cost, all-in-one solution without needing to pay additional for what should be included services. Features. Their reputation and experience in the industry. They are a well known platform that has been around for a long time.

Vorteile

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.

Nachteile

It would be great if their was downloadable graphs and charts, and generally easier reporting.

In Betracht gezogene Alternativen

HubSpot CRM

Warum LiveAgent gewählt wurde

Cost and functionality

Zuvor genutzte Software

Zoho Desk

Gründe für den Wechsel zu LiveAgent

It was easier to use than software we trialled, it offered more features and was more cost effective, more importantly I could see that it was scalable.

Vorteile

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want.

In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed.

The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Nachteile

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Vorteile

Since we handle multiple societies, we needed a multi-client ticketing solution like Live Agent. I haven't looked at any competing products recently, but I was satisfied with the price and features when we first signed up. Since I am already familiar with the program, I see no reason to switch.

Nachteile

It accomplishes what it's supposed to do without any unnecessary frills or distractions, and the user interface might stand to be a little more aesthetically pleasing. The mobile app, however, should enable greater functionality.

Vorteile

I would say that what I like most about it is the ability to provide immediate assistance to customers. The chat feature allows us to quickly respond to customer inquiries and resolve issues in real-time, which has resulted in a high level of customer satisfaction.I also appreciate the chat routing feature, which ensures that customer inquiries are directed to the right department or agent. This helps to streamline our support process and ensure that customers receive the assistance they need as quickly as possible.In addition, the chat feature allows us to easily integrate pre-written responses and templates, which helps to save time and ensures consistency in our support messaging. The chat transcripts and analytics also provide valuable insights into our customer interactions, allowing us to continuously improve our support processes and provide an even better customer experience.

Nachteile

I must say that what I least liked about the platform is that I have occasionally experienced connection or stability issues while using it. Although this doesn't happen frequently, it can be frustrating when it does, especially if we're trying to provide real-time support to a customer.I have also found that some of the advanced features can be a bit difficult to understand and configure. Although the platform is generally quite intuitive and easy to use, it can take time and effort to learn how to use some of the more advanced functions.However, overall, these issues are relatively minor and haven't significantly impacted my overall experience with LiveAgent. The platform is still very effective and efficient for providing customer support and has allowed me to improve customer satisfaction and response times.

Vorteile

LiveAgent allows me to provide my customers with instant, personalized support via chat, all from one streamlined platform. Restoring active conversation in each and every encounter with customers has been crucial. The software's support team is well-known for their ability to optimize any setting. With LiveAgent, clients can instantly connect with a support agent to ask inquiries, sort out problems, and get answers. LiveAgent's ability to provide timely and pertinent responses has the potential to boost customer happiness and enrich the entire service experience. More satisfied customers are more likely to return and spread the good word.

Nachteile

The excessive prices have caused a financial strain on several organizations, which is something I strongly dislike.

Vorteile

LiveAgent allows one to add a knowledge base in your portal which is very useful to customers since they can access the commonly asked questions and the how-to guidance articles which makes self-support easier. Another impactful feature in LiveAgent is the integration with social media platforms like Messenger, WhatsApp, Twitter, Facebook and Instagram which are the platforms commonly used by customers. This means that you will be able to connect with most of your customers. LiveAgent provides omnichannel help desk solutions giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed. It is easy to implement and the interface is well organized, intuitive and user-friendly making it easy to navigate through. Also, the customer support team offers timely response to any requests you have.

Nachteile

There is nothing i like least. It has been easy to use LiveAgent from the beginning. All aspects about this tool are tailored toward ease of use while still maintaining top level of effectiness and productiveness.

Vorteile

In the travel and tourism industry there is not much technology developed yet and it is always difficult to find the right tools to keep the order of the numbers. We are an industry with many peculiarities and we don't adapt to most accounting tools. This doesn't mean that LiveAgent is an accounting tool, but it collaborates in accounting and administration tasks in an excellent way.

We can associate, for example, a LiveAgent ticket with an invoice number easily by creating a field specifically for that. We can read the history of the ticket to understand what was agreed with customers and suppliers. We can postpone tickets until their collection or payment date, ordering the views and organizing the tasks.

In this time where financial and administrative work has increased due to the COVID-19 pandemic, LiveAgent has been a fundamental tool to maintain order and time for each process. Our agents can inform customers about their date changes or returns status just by reading the ticket information. This we would not have achieved so easily with other tools.

And if we talk about costs, it is the one that offers the most tools at the lowest cost on the market.

Nachteile

Honestly, with the ability to personalize the software, if there is something I do not like, it is because we have not configured it well.

We have always been able to consult the support team about application ideas and have received answers and options according to our needs.