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En savoir plus sur LiveAgent
LiveAgent est une plateforme de chat en ligne destinée aux entreprises d'e-commerce de petites et moyennes tailles. La plateforme offre une application de chat en direct, la gestion des cas d'assistance, des portails libre-service...
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- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
LiveAgent, une solution de support client complète pour les entreprises
Mon expérience globale avec LiveAgent a été très positive. J'ai trouvé que la plateforme était très complète et offrait des fonctionnalités utiles pour le support client. J'ai également apprécié la facilité avec laquelle il s'intègre à d'autres outils existants. Bien que les tarifs soient un peu élevés pour certains utilisateurs, je pense que cela vaut la peine pour les entreprises qui cherchent à offrir un excellent service client. En général, je recommande LiveAgent à toute entreprise cherchant une solution de support client complète.
Avantages
- Fonctionnalités complètes : LiveAgent propose une large gamme de fonctionnalités pour le support client, notamment la gestion des tickets, la messagerie en direct, les réseaux sociaux, les appels téléphoniques, les bases de connaissances, les enquêtes de satisfaction et plus encore.- Intégrations : LiveAgent s'intègre facilement à d'autres outils populaires, tels que WordPress, Shopify, Salesforce, HubSpot et plus encore, permettant aux entreprises d'ajouter facilement cette solution à leur pile d'outils existante.- Interface utilisateur intuitive : l'interface utilisateur de LiveAgent est bien conçue et facile à utiliser, permettant aux agents de support de se concentrer sur la résolution des problèmes des clients plutôt que de naviguer dans l'interface.
Inconvénients
Tarification : Bien que LiveAgent propose une gamme de plans tarifaires pour différents besoins, certains utilisateurs peuvent trouver les tarifs un peu élevés, surtout pour les petites entreprises.
Réponse de QualityUnit
Hi Mohamed! Thanks for taking the time to leave a review of LiveAgent! We're glad to hear that you enjoy the features and many integrations. As for the pricing, we have recently launched our new pricing model that is very favorable towards small businesses. The small plan starts at just $9 / agent / month.
- LiveAgent Team
- Secteur d'activité : Logiciels
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Excellente expérience dans l'ensemble
L'équipe d'assistance est vraiment à l'écoute et répond de manière précise à mes questions.
L'application aide vraiment les outil de gestion utile au bon fonctionnement d'une entreprise.
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.
- Secteur d'activité : Informatique et sécurité réseau
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Un rapport qualité prix imbattable !
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 SuitePourquoi choisir LiveAgent
The priceLogiciel antérieur
FreshdeskPourquoi passer à LiveAgent
The priceRéponse de QualityUnit
Hello Johann, thank you very much for your awesome feedback! We are super thrilled to have you with us and to see that you are happy with using LiveAgent! :)
Les meilleures alternatives à LiveAgent
- Secteur d'activité : Machines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Examen de l'agent en direct
Avantages
LiveAgent est une solution de service client exceptionnelle qui simplifie le processus de suivi et de résolution des problèmes des clients. Le chat d'assistance de la plate-forme est très riche en fonctionnalités et permet une communication transparente avec les clients via vidéo, audio ou texte. Il est adaptable, évolutif et regorge d'extras utiles qui ne nuiront pas à votre budget.
Inconvénients
Il n'y a rien à ne pas aimer à propos de LiveAgent. Cela m'a aidé à accomplir de grandes choses et a apporté de nombreux avantages à mon employeur.
Réponse de QualityUnit
Hi Nassima! Thank you for sharing your positive experience with LiveAgent! Glad to have you on board :)
- LiveAgent Team
- Secteur d'activité : Conseil en gestion
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Présentation de LiveAgent: Avantages et fonctionnalités
Avantages
J'apprécie particulièrement la facilité d'utilisation, la personnalisation avancée et la large gamme de fonctionnalités multicanal de LiveAgent pour le service client
Inconvénients
Des problèmes de temps de réponse du support client et de configuration initiale complexe
Réponse de QualityUnit
Hi Akram! Thanks for sharing your thoughts on LiveAgent! It's wonderful to know that you find our software helpful and that it has made a positive impact on your customer service experience. We appreciate your feedback about our customer support and the initial setup process. We'll definitely consider it as we continue to grow and enhance our services.
Feel free to reach out to us if you have any questions or need assistance in the future. We're always here to help and make your experience with LiveAgent even better!
- LiveAgent Team
- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé toutes les semaines pendant plus de deux ans
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Provenance de l'avis
Un outil de service client au top
Avantages
Gestion facilitée et claire du travail effectuée pour chaque agent. L'outil n'est pas complexe, rapide de prise en main et d'implémentation
Inconvénients
Je ne lui trouve pas de défauts, peut-être quelques interfaces à revoir.
Réponse de QualityUnit
Hi Julien! Thank you for your feedback! It's always very motivating for us to receive a 5-star rating from our customers :) Happy to have you on board!
- LiveAgent Team

- Secteur d'activité : Matériaux de construction
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Great Features & Great Speed
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.
Avantages
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.
Inconvénients
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.
Réponse de QualityUnit
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! :)

- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
LiveAgent is a great help to our support
We can use this to develop an exciting new approach to interacting with our audience. Insightful tracking of site visitors allows you to pick the brains of your customers and potential buyers.
Avantages
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.
Inconvénients
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.
Réponse de QualityUnit
Hi Alyssa! Thank you for reviewing LiveAgent! We are thrilled to hear that our platform is helping you to interact with your audience and gaining valuable insights into your customers needs. It's always gratifying to know that our tool is helping companies like yours grow and succeed. Keep up the great work! :)
- LiveAgent Team
- Secteur d'activité : Produits chimiques
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Consummate and sublime Help Desk and Live Chat Tool.
Avantages
I like how LiveAgent customer support team responds quickly to all our inquiries.I like how LiveAgent increases customer satisfaction.It is simple to engage and interact with our clients using live chats.
Inconvénients
I haven't encountered any major setback with LiveAgent as it suits best all our needs.
Réponse de QualityUnit
Hello and thank you for your wonderful review! We couldn't be more pleased to hear that our customer support team's responsiveness stands out as the main highlight for you. As a company dedicated to providing exceptional service, it's very motivating for us when our customers notice and appreciate our efforts.
In case you ever need any assistance in the future, just give us a shout. Our team is always here to lend a helping hand. Once again, thanks for sharing your positive experience with us. Have a fantastic day!
- LiveAgent Team
- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Mediocre lifecycle management
It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.
Avantages
It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.
Inconvénients
Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.
Pourquoi passer à LiveAgent
price affordable and worthy featuresRéponse de QualityUnit
Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience.
We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term.
All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.
- Secteur d'activité : Immobilier
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
With LiveAgent customer care functions, customer satisfaction is always assured.
LiveAgent has been a vital tool in our organization. We were in need of platform where we and our customers can reach out easily and solve any issues at hand or offer any assistance and for sure LiveAgent proved to provide just what we were looking for. It has allowed us to improve our customer support services and thus having high customer satisfaction levels.
Avantages
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.
Inconvénients
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.
Réponse de QualityUnit
Hello Mitesh,
Thank you for your amazing review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :)
- LiveAgent Team
- Secteur d'activité : Presse écrite
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Exceptional help desk tool.
It is an essential application for any business that needs to improve their engagement and interaction with their customers. Their customer support team is readily available and always ready to help.
Avantages
LiveAgent allows us to handle all our customers inquiries from one interface which is time saving. It has a real-time live chat feature which improves interaction and engagement with our clients. It has also improved live meetings and on-email communication.
Inconvénients
LiveAgent is very safe and secure. Until today we have never recorded even a single challenge.
Réponse de QualityUnit
Hi Leonne,
Thank you for your kind review. We are happy to hear that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Remember, we are here for you 24/7 should you need any assistance!
-LiveAgent team
- Secteur d'activité : Presse écrite
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
LiveAgent has helped us simplify our engagement with customers.
LiveAgent makes it super easy to engage with our customers from one place. It was very easy and fast to install, set up and it keeps updating. Also, LiveAgent is very safe and secure.
Avantages
LiveAgent has helped us simplify our engagement with customers since it allows us do everything from one place. I like the ability to handle all customers inquiries from one place which saves much time.
Inconvénients
I haven't yet identified anything challenging while using LiveAgent.
Réponse de QualityUnit
Hello Tabitha, Thank you for your wonderful review! It's great to know that LiveAgent has made your customer engagement easier and more efficient. We appreciate your kind words about the ease of installation, updates, and security. Our team constantly works to improve the platform and ensure a seamless experience for our users.
If you ever come across any challenges or have questions, feel free to reach out to our support team. We're here to help!
Wishing you continued success in your customer engagements!
- LiveAgent Team
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Topnotch customer care application.
Overall, i like LiveAgent because it allows us to interact with customers with ease. It is cost friendly which makes it affordable and available.
Avantages
LiveAgent allows us to engage with customers with ease. It is very easy and fast to implement and set up which saves much time. Also, i like how it enables us to manage our social media platforms. It allows us to do everything from one place and it provides customer service portal that allow customer receive and create quick responses to tickets. LiveAgent has a brilliant customer support team.
Inconvénients
It is a very nice and great tool for engaging and interacting with customers. No dislikes.
Réponse de QualityUnit
Hi Gerald,
Thank you very much for your kind feedback. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with both the system and the support provided by our team. Keep up the amazing work!
-LiveAgent team
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Customer service software i recommend to everyone.
LiveAgent has a very friendly pricing terms that makes it affordable and available. I like how it allows us to conduct everything just from one place thus saving time. LiveAgent has improved on-email communication.
Avantages
I like LiveAgent customer support team, they respond very fast to our inquiries. With it, it's very easy and simple to interact and engage with our customers using live chat. It's a nice platform that increases customer satisfaction.
Inconvénients
I haven't experienced any difficulties while using LiveAgent so nothing to dislike about it.
Réponse de QualityUnit
Hi Venter, thank you for your recommending LiveAgent! It's great to hear that our fast customer support stands out for you.
We strive to provide an efficient platform for engaging with customers and we're glad it indeed helps in boosting satisfaction levels.
Once again, thank you for sharing your experience, and we look forward to supporting your business further.
- LiveAgent Team
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
LiveAgent.... Very useful customer service platform.
LiveAgent is easy to use, very easy to set up the live chat system, the knowledge base and the customer forums. Another advantage of LiveAgent is that it provides a customer service portal and customers can create and quickly receive immediate responses to tickets. LiveAgent is the best and i recommend it.
Avantages
LiveAgent makes our interaction with customers more easier, time saving and very effective. It's a brilliant and powerful tool that increases customer satisfaction and it has improved on-email communication in our company. Everything is done from one place and i like how it automatically generates a ticket when an email arrives.
Inconvénients
LiveAgent is not an ideal solution for large support team. Any company looking for such an application, i can advise them to check their budget first in order to know what will suit them.
Réponse de QualityUnit
Hi Rosie, thank you for your feedback! It's great to hear how LiveAgent has improved your customer interaction and email communication. In terms of budgeting and bigger teams, it is one of the reasons why we have recently added annual plans and pricing tiers to cater to a wide range of business sizes.
Thanks again for recommending LiveAgent, and we are always working on improving our platform to better serve businesses like yours. If there's anything else we can do for you, please don't hesitate to reach out. Keep rocking those customer interactions!
- LiveAgent Team
- Secteur d'activité : Services aux consommateurs
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Excellent Customer Service & Support and a Tried and Tested System
I'm really impressed with the capability and options available in live agent, without having to pay an arm and a leg. They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.
Avantages
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.
Inconvénients
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.
Pourquoi passer à 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.Réponse de QualityUnit
Hi Vanessa! Thank you for your generous review. LiveAgent team is always here for you in case you need any help - that is why we have active online support which is trying to make your life a little by easier. We believe that there is no point leaving you without the needed assistance :) In case you would like to give us some suggestion regarding the part where you are mentioning "I found the software is a bit dated" feel free to evaluate and send us your perspective at [email protected] - we are always open to ideas.

- Secteur d'activité : Logiciels
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Excellent Experience Overall - I Recommend LiveAgent
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.
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.
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.Réponse de QualityUnit
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.

- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
High-quality team support software
Aside from its high availability, ease of use, and strong security for agents, it also integrates well with other systems. Users required less instruction to become proficient with LiveAgent.
Avantages
LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.
Inconvénients
I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.
Réponse de QualityUnit
Hello Lilian! Thank you for taking the time to leave a review. It's great to know that our platform is helping you to have a continuity of support even when one of the support staff members is out. As for the customization choices, you might find these articles helpful: https://support.liveagent.com/519426-Customizations
If you need any advanced customization, don't hesitate to contact our 24/7 customer support team. We are always happy to help! :)
- LiveAgent Team

- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Easy and helpful tool only for live chat services or live customer support
Even with lots of features bad support system might make this application little annoying. Overall Liveagent is easy to use helpdesk that tracks everything in real time. Comparably affordable, easy to deploy and if they add custom support email for every agent then this tool is best in class.
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.toPourquoi 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.Réponse de QualityUnit
Hello Nitin! Thank you for your review. We're glad to see that you are happy with the product. As for our Customer Service, it is very unusual that you will be waiting for that long. Could you please share with us your ticket number on [email protected] and we'll look into it.
- LiveAgent Team
- Secteur d'activité : Cosmétiques
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
HR Support with LiveAgent
LiveAgent is a fantastic tool for HR specialists. It's intuitive, feature-rich, and has greatly improved my workflow. The support team is also top-notch, always willing to help with any questions or issues.In conclusion, if you're an HR specialist looking to streamline your work and improve communication, LiveAgent is definitely worth checking out.
Avantages
LiveAgent has made HR support a breeze with its user-friendly interface and robust set of features. Communication with employees and clients is seamless, thanks to the integration with multiple channels, including email, live chat, and social media. The ability to automate repetitive tasks has saved me a ton of time, freeing me up to focus on more strategic initiatives.
Inconvénients
On occasion, the software can be a bit slow, but it's not a major issue. The mobile app could also use some improvement, but it gets the job done.
Réponse de QualityUnit
Hello! Thank you so much for your review! We are so pleased to hear that LiveAgent has improved your workflow and that you consider our support team top-notch :) We understand how important it is to have an efficient and effective HR and client communication system, and we are glad that LiveAgent can help make that possible.
- LiveAgent Team
- Secteur d'activité : E-learning
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Excellent Support for My Customers With Room to Grow
This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.
Avantages
Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.
Inconvénients
I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.
Alternatives envisagées
SpiceworksPourquoi choisir LiveAgent
Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.Logiciel antérieur
TeamViewerPourquoi passer à LiveAgent
Price and featuresRéponse de QualityUnit
Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :)
- LiveAgent Team
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé toutes les semaines pendant plus d'un an
-
Provenance de l'avis
The perfect fit for my needs.
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.
Avantages
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.
Inconvénients
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.
Réponse de QualityUnit
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! :)

- Secteur d'activité : Loisirs, voyage et tourisme
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Easy tool to keep track of information
We have greatly improved cross-communication between teams. We avoid conversations, calls and emails centralizing everything on the ticket to work.
This increases team morale by increasing efficiency and positively impacts the satisfaction of our customers.
Avantages
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.
Inconvénients
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.
Réponse de QualityUnit
Thank you so much for your kind and complex feedback, Roberlandy! :) We appreciate it a lot and we are super thrilled to hear that LiveAgent is helping you to manage your work in an easier and more efficient way and that it is also helping you with the cross-communication between your teams! LiveAgent was developed in a way that any kind and size of business would be able to configure it according to their needs, Just know that you can always reach out to us, should you need any help or answers to your questions! :) Our support team is always here for you :)
- Secteur d'activité : Mode et vêtements
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
The CRM Goldilocks Would Have Chosen
Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.
Avantages
Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway LiveAgent exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most:
- Unique ticket IDs make for easy tracking and reference in and outside the LA environment
- Assigning tickets to others have allowed us to streamline time spent by experts
- Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message
- A decent array of Plugins helped us coordinate our customer service options and follow-through
- Contact form customization is relatively intuitive and has gone a long way to help build customer trust
- Customer Portal option was a nice touch, even if slightly clunky and less than user friendly
Inconvénients
Overall we're quite pleased. If we had the option, we'd love to see the following addressed:
- Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off.
- Minor issues like being unable to remove flags from threads and small UI things like this.
- More support for other SaaS email providers like Klaviyo.
- Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server.
Réponse de QualityUnit
Hello Andrew, thank you for your complex and honest review! I am excited to hear that LiveAgent is helping you to handle the tickets in a more efficient way and that your customer satisfaction has gone up after making our software exclusive in your communication with customers :)
The confirmation window when performing a mass action is shown by default, in order to prevent any unwanted actions triggered by any misclicks. Regarding the mail provider, you can connect any email address regardless of the provider by Forwarding or IMAP/POP3 :) The app wasn't working because a new version of it was released but our developers have already updated all the accounts so it is working with no problem now. I understand that the mobile app can be limiting, for instance not being able to use the predefined answers, but our developers are working hard every day to make it better :) You can send us any suggestions for improvement at [email protected] :)