LiveAgent


 

LiveAgent ist eine Online-Live-Chat-Plattform für E-Commerce-Unternehmen auf kleiner und mittlerer Ebene. Die Plattform bietet eine Live-Chat-Anwendung, Ticketverwaltung, Online-Self-Service-Portale sowie Änderungs- und Lizenzverwaltung, alles entweder als In-Suite- oder eigenständige Anwendung.

LiveAgent bietet eine Auswahl an breiteren Anwendungen für das CRM, wie z. B. Marketing- und Sales-Force-Automation in Kooperation mit einer Vielzahl von Drittanbieter-Softwareunternehmen. Die Lösung ist anpassbar und kann skaliert werden, wenn kleine Unternehmen ihre Kundenbasis und Online-Dienstleistungen ausbauen. Die Software bietet ein Ticket-Verwaltungssystem, bei dem das Ticket den kompletten Datenstrom der Chat-Nachrichten, E-Mails, Telefonanrufe oder Nachrichten aus anderen Kommunikationskanälen zwischen Kunden und Support-Mitarbeitenden des Unternehmens enthält.

LiveAgent wird sowohl als webbasierte (Cloud-)Software als auch als On-Premise-Installation angeboten. Der Preis für die Cloud-Option wird auf einer Pay-per-User-Basis berechnet basierend auf der Anzahl der Agenten, und die On-Premise-Optionen ist ein Vorab-Preismodell und richtet sich nach der Anzahl der Agenten.

 

LiveAgent - LiveAgent call report screenshot
 
  • LiveAgent - LiveAgent call report screenshot
    LiveAgent call report screenshot
  • LiveAgent - LiveAgent reports screenshot
    LiveAgent reports screenshot
  • LiveAgent - LiveAgent live chat overview screenshot
    LiveAgent live chat overview screenshot
  • LiveAgent - LiveAgent dashboard screenshot
    LiveAgent dashboard screenshot
  • LiveAgent - LiveAgent ticket details screenshot
    LiveAgent ticket details screenshot
  • LiveAgent - LiveAgent tickets screenshot
    LiveAgent tickets screenshot
Unterstützte Betriebssysteme:
Mac OS, Webbrowser (OS-agnostisch), Window 8, Windows 10

946 Bewertungen über LiveAgent

 

Barney B. Branche: Baumaterial Anzahl der Mitarbeiter:  51-200 Mitarbeiter Mitarbeiteranzahl:  51-200 Mitarbeiter

17.3.2020

17.3.2020

Quelle der Bewertung: Capterra

Great Features & Great Speed

Übersetzen auf: Deutsch
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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.

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.

Übersetzen auf: Deutsch

Antwort: 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! :)

Jacob W. Branche: Computer-Software Anzahl der Mitarbeiter:  11-50 Mitarbeiter Mitarbeiteranzahl:  11-50 Mitarbeiter

8.2.2020

8.2.2020

Quelle der Bewertung: Capterra

Excellent Experience Overall - I Recommend LiveAgent

Übersetzen auf: Deutsch
Bedienkomfort

 

Funktionalität

 

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The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.

Vorteile

For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.

Nachteile

Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I've noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

Übersetzen auf: Deutsch

Antwort: QualityUnit 12.2.2020

Hi Jacob,
Thank you for such a nice review. We pride ourselves in making our software feel natural and simple to use and are glad to see the work is paying off. That said, there are always areas where we can improve and will continue to do so to provide the best helpdesk software on the market.

Verifizierter Rezensent Branche: Krankenhausversorgung & Gesundheitswesen Anzahl der Mitarbeiter:  201-500 Mitarbeiter Mitarbeiteranzahl:  201-500 Mitarbeiter

24.9.2020

24.9.2020

Quelle der Bewertung: Capterra

Solid customer service software

Übersetzen auf: Deutsch
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Used this software as a consumer and have only had good experiences: easy use, rapid response, good results.

Vorteile

Allows customers rapid communication with customer service and prevents long wait times on the phone. Ability to start tickets and many unnecessary phone calls can be avoided. Free service avaialble.

Nachteile

Not as large as other customer chat softwares, but no obvious shortcomings due to this fact. Would recommend this software.

Übersetzen auf: Deutsch

Antwort: QualityUnit 28.9.2020

Hi there,
Thank you very much for such kind feedback. It's amazing to hear that you have been satisfied with LiveAgent and that it has made a positive impact on your everyday work life. You know where to find us in case of any questions - our support team is online 24/7!

Ben H. Branche: Einzelhandel Anzahl der Mitarbeiter:  11-50 Mitarbeiter Mitarbeiteranzahl:  11-50 Mitarbeiter

18.2.2020

18.2.2020

Quelle der Bewertung: Capterra

Significant Value for the price

Übersetzen auf: Deutsch
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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.

Übersetzen auf: Deutsch

Antwort: 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! :)

Aka R. Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

21.6.2020

21.6.2020

Quelle der Bewertung: Capterra

Customer support is no more a headache

Übersetzen auf: Deutsch
Bedienkomfort

 

Funktionalität

 

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Preis-Leistungs-Verhältnis

 

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This a thing one must really go for. Live Agent can prove to be helpful for almost all business small to big.

Vorteile

I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners. Customer care departments can handle a lot of work single-handedly using LiveAgent.

Nachteile

There a ton of good things to mention but among all the goodies there is one thing that might need improvement. This little improvement mist is done in the customization ability of the knowledge base and the chat widget. There are certain things that need CSS knowledge to amend.

Übersetzen auf: Deutsch

Antwort: QualityUnit 7.7.2020

Thank you very much for your excellent review! We are thrilled to have you with us and even more thrilled to hear that you are happy with LiveAgent! I am also glad to hear that handling your customer support does not give you a headache anymore, that's exactly why LiveAgent was created! Regarding the customization of the Knowlege base and the chat widget, there are various templates and customization settings but if that's not enough and somebody would want to have it designed in a way that would match their website completely, there is still a possibility of using the custom CSS. You know where to find us should you need anything! :)