Avis clients sur LiveAgent

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.

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

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.

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

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.

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.

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.

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.

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.

Alternatives envisagées 

Zoho Desk et Zendesk Suite

Pourquoi passer à LiveAgent

price affordable and worthy features

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.

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.

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.

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.

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.

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.

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.

Alternatives envisagées 

Crisp et Zendesk Suite

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.

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

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.

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

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.

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 

Spiceworks

Pourquoi 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 

TeamViewer

Pourquoi passer à LiveAgent

Price and features

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.

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.

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.