Avis clients sur LiveAgent

Avantages

Pour l'utilisation quotidienne, il est très intuitif pour mon usage, il m'aide à répondre à mes clients de façon précise.
L'interface est intuitive, avec des codes couleur qui permet de me repérer facilement avec les tickets à traiter.
Les règles d'automatisations offrent également une grande liberté dans la gestion des tickets de support, ceci est un gain de temps précieux.

Inconvénients

Certaines fonctionnalités de base ne sont pas encore incluses ; par exemple, au lieu de répondre à un message individuel, vous devez transférer ce message et choisir à nouveau tous les destinataires.
Il y a de nouvelles fonctionnalités qui sont souvent disponibles, j'imagine que cet outil est amené à s'améliorer avec le temps.

Avantages

Une gestion de ticket avec toutes les fonctions attendues pour un prix imbattable
Le support est rapide et efficace
Merci à vous

Inconvénients

Nothing. It’s a perfect software. Really perfect

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir LiveAgent 

The price

Logiciel antérieur 

Freshdesk

Pourquoi passer à LiveAgent

The price

Avantages

Easy to use and setup. Team helped us set up when we began

Inconvénients

Sometimes can get a bit complicated but I understand it's needed.

Avantages

Using LiveAgent, I can view the cases being worked on by my teammates in real time. LiveAgent has made it easy for me to monitor my team's progress and understand what problems each person is solving.

Inconvénients

There is no internal chat functionality on the LiveAgent platform. The service has eliminated all chat features save for those between the agent and the customer. This is an essential function, as we rely on third-party applications for data transfer and communication.

Avantages

Apps installation and use for cyberspace

Inconvénients

Easy use of software for easy use in Msword

Avantages

I'm able to consolidate a lot of different client engagement tools into one streamlined dashboard thanks to this. There are numerous viable choices for organizing tickets and managing agents.

Inconvénients

To host LiveAgent in-house is not an option. For compliance reasons, you'd rather host it internally. however, there aren't a lot of options for that kind of thing.

Avantages

The dashboard functionality is simple and clean looking for viewing. It's definitely better and affordable compared to other ticketing software that I've tried.

Inconvénients

Haven't figured out how to create alias emails for department created.

Alternatives envisagées 

Zoho Desk

Pourquoi choisir LiveAgent 

Easier to use and cheaper and it provides more than front currently offers.

Logiciel antérieur 

Front

Pourquoi passer à LiveAgent

Easier to use and cheaper and it provides more than front currently offers.

Avantages

I'm using this wonderful tool from last 1.5 years. It helps alot in resolving issues without any call or any waiting time. It is very secure, reliable and cost effective tool in this segment. It is very easy to use and setup. This tool also play a vital role in resolving our customers issue with using chat option. Recommended tool for all types of organisations. It boostup our productivity and customer relationships. It gives us transparency.

Inconvénients

I have one issue with this tool. It slows down sometimes in my opinion it needs little bit performance improvement. Expect this great tool in this category with lots of features.

Avantages

It helps us know who is working on what. Assigning tags to each email to be able to track. It’s available 24/7. Integration is easy and very fast. User friendly interface. Ticket system is very easy to organize it’s actually my favorite feature. LiveAgent is easily customizable. Live chat feature comes in very handy to ensure clients are sorted in real time, this saves lots of time. Setting up is pretty easy, I have a smooth time. Offline messages feature is brilliant, we can also source leads from this feature. The support team is available 24/7 and they are literally the best I have worked with for sooooooo long. I like that we can feature multiple users, departments and agents. Real-time viewing of customer's typed words.

Inconvénients

I would recommend an improvement with the UI but over all performance exceeds my expectations. I have the best experience every time I use LiveAgent

Avantages

This is a very amazing and convenient software ever. Communication with customers has been very easy ever since i was introduced to this software. I WOULD ENCOURAGE MOST BUSINESSES to take this software into consideration.

Inconvénients

Personally this software is pooerfect for me.

Avantages

It's the best Help Desk software that allows me to engage and interact with our web visitors and customers using live chat widget feature.This tool enables customers to ask questions and get response of their queries faster.This tool automates sales process to boost productivity.It's provides amazing customer support services thus increasing customers satisfaction.

Inconvénients

It's an effortless and flawless Help Desk software that I haven't experienced any negative vibe to highlight.

Avantages

Liveagent is one of the best Helpdesk management software. One of the best feature is realtime live-chat which helps in resolving all the soltuions in real-time and more efficiently.

Inconvénients

One of the con is that we should be able to upload a image of our choice in the header so that we can make it more intiuitive to the cutomers.Some of the SLAs setup could have been better as it confuses most of the time.

Avantages

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there.

It's very customizable and we haven't found any issues with making it do what we need it to do.

The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started.

They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Inconvénients

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Alternatives envisagées 

Conversational Cloud et Crisp

Pourquoi choisir LiveAgent 

We found the package of features more substantial and the price was excellent.

Logiciel antérieur 

Crisp

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à LiveAgent

Better price-to-value options; LiveAgent's pricing options are scaled towards the extent of your usage. E.g. if you don't use the Chat or Social Media options, you can omit them. The other options tended to leave out core functionality in their basic packages that became an obstacle to efficient usage.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

LiveChat et Zendesk Suite

Pourquoi choisir LiveAgent 

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.

Pourquoi passer à 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

Avantages

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.

Inconvénients

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

Alternatives envisagées 

HubSpot CRM

Pourquoi choisir LiveAgent 

Cost and functionality

Logiciel antérieur 

Zoho Desk

Pourquoi passer à 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.

Avantages

Lots of helpful features among which one that helps SEO of our website. I have heard lot from other companions about this brand and that made me recommend this to my team.

Its again easy to deploy tool like many of the new tools but you don't need to entirely change your website structure code to implement this and that inclined us towards LiveAgent.

One more thing that highlighted while we I was on trial that it had a video chatting service that definitely solved many internal issues with customers.

Inconvénients

LiveAgent should work on their interface as its not much easy for non technical person. Lots of other application even if they lack features but they are easy to use.

Their support hangs many times and I need to wait half or 1 hour to get a support from their team regarding any issues and that's sometimes annoying.

Alternatives envisagées 

tawk.to

Pourquoi passer à LiveAgent

Tawk.to is basic chat tool and had lots of bugs in their initial release. I got reviews from my other companions about live agent and I have started using it and comparably liveagent was much better than tawk.to.

Avantages

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Inconvénients

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

Avantages

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

Inconvénients

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

Avantages

Integration of Services: Help Desk, Live Chat, Call Center & Social Media all built into one suite of products. I was able to cancel 3 other services when I made the switch to LiveAgent.

Inconvénients

Doesn't directly integrate with my preferred email marketing software (mailer lite)although it can connect through zapier. No VOIP integration with Vonage so to use the voice functions I have to use a different provider.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à LiveAgent

Nice features set at a very fair price point compared to the competition.

Avantages

The thing I like most about this software is the Tagging, which allows us to quickly see the reason why the customer is contacting us, Live Agent can pick out words from a customers email and reply with our custom made auto-responders which answer our most frequently asked questions. This cuts down on the time spent answering individual queries and gives customers the answers they need extremely quickly.

Inconvénients

There is nothing that I like least about the software, it makes communication with our customers incredibly easy and efficient.

Avantages

Easy of use: The user interface is intuitive and super easy to learn even for none tech-geeks.
We are able to use it on many of our websites eachwith their own KB, Forums and Ideas/Sueggestions sharing.

Inconvénients

Not much about cons really but just hoping to see telegram integration so we can manage support requests

Avantages

The ability to leave notes and merge posts was most helpful. Also the system was able to link directly to our own management software giving the ability to access a client's booking or profile with a single click. Also you can see if someone else opens the ticket that you're working on, thus preventing two people answering the same ticket.

Inconvénients

The one thing I missed the most from the switch from using Gmail was the ability to cancel a sent e-mail shortly after sending it. Could have saved a few embarrassing moments!

Avantages

It saves us tons of time, its user friendly and extremely efficient. Good connectivity with other apps.

Inconvénients

Hard to do tailoring to our very specific needs

Alternatives envisagées 

Freshdesk, Zoho Desk et HubSpot CRM

Pourquoi choisir LiveAgent 

Preffered compatibility and ux efficiency

Logiciel antérieur 

Zendesk Suite

Pourquoi passer à LiveAgent

was most efficient and tailored to our needs

Avantages

I have been working in the tourism and hospitality industry for more than 15 years and the challenge was always in the coordination between the Sales and Operations teams, where each one had their objectives and managed their own tools, all very complicated to apply and learn. This generated inefficiencies and bad spirits when working.

When I joined the MeVuelo team leading the sales and operations in Paraguay, they trained me in the use of this tool, which I learned to use very quickly. I really believe that if we had it in previous organizations, we would have achieved much more gratifying objectives.

Today we have the teams coordinated, working under defined processes and the focus is on customer service, which is excellent thanks to this software.

The organization of tasks and communication channels provided by LiveAgent's ticketing system is something that I have never experienced in other companies in the industry. Today I work with the peace of mind that the information will be there and we can give our clients the attention and support they need, when they need it.

Best of all, I don't need to depend on my laptop because I have the ticket and call applications on my cell phone.

Inconvénients

I would like us to be able to include whatsapp as since in Paraguay it is a very important sales channel.