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

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

I really like the customer support available in LiveAgent, The support team is always 24/7 hours available to assist you and answer any questions you have. It is a flexible and robust tool that allows you to integrate it with your communication products Facebook, Twitter, Mail, Instagram among many others making it convenient for your customers to reach out to you and for you to connect to them easily. The live chat function has excellent chat features which makes it very useful and always prove to be helpful as it makes it fast and easy for you to interact with your customers. It is easy to use for both you as the user and for your customers. It allows you to deliver personalized customer support services to your customers allowing you to reach out to all your customers at personal level depending on their specific needs. It gives you an option to include self-support function in your customer portal to by including knowledge-base articles for your customers.

Inconvénients

I like all the features made available at LiveAgent. They all work incredibly and am all satisfied with each and every single of them . There is nothing that i like least about it.

Avantages

Effectively provide the service your customers need, without hassle

Inconvénients

Turnaround time of messages sometimes longer than they should be

Avantages

I appreciate how simple and adaptable it is to use. It's simple to incorporate into existing domains to provide a unified service to your clientele. Because it is hosted in the cloud, LiveAgent is equally effective as an internal and external help-desk solution. It offers multi-channel support through various channels, and its extensive capabilities, user-friendly design, and reasonable price make it a viable option.

Inconvénients

Nothing I've found to hate about this platform has helped me do great things and bring many benefits to my employer.

Avantages

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.

Inconvénients

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.

Avantages

The integration of multiple customer channels into one inbox. Customers can send me facebook messages, comment on posts, emails, contact form submissions etc. and they all come into one inbox. When I reply the message goes back to the customer using whatever system they used.It make us look super responsive on any platform!

Inconvénients

The interface is a little dated and could do with a refresh. the iOS app is limited and doesn't have access to canned responses etc.

Alternatives envisagées 

Help Scout

Pourquoi passer à LiveAgent

Price and ease of inbox.

Avantages

Taking advantages of all the support channel that LiveAgent is providing, we now be able to connect and helping our customer and closing support tickets quicker. All information from previous interaction with returning customer is saved so we can revise back their old issues.

Inconvénients

It is not happen too often but the system is loading too long to retrieve customer information and make them wait in the live chat channel support. I am just glad that it is not happening too often recently.

Avantages

It has lot of features yet is easy to use. Love the integration with social networks so I can manage all comments in one place.Mobile app is handy.

Inconvénients

If I choose to use my own domain I need to install SSL certificatios manually. That isn't handy.

Avantages

Complete package that are excellent for managing customer support platform.

Inconvénients

I love working with the features as they are unique.

Avantages

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone.
I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Inconvénients

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Alternatives envisagées 

Freshdesk

Pourquoi choisir LiveAgent 

We needed a solution that also integrated with social & phone. In Help Scout there was a work around option to achieve this but it didn't really fit our needs. So we started looking for reviews of other apps and asking other business owners what they used. LiveAgent came up a couple of times as the best solution. When we saw there was a deal for a lifetime license we decided to give it a go and we never looked back.

Logiciel antérieur 

Help Scout

Pourquoi passer à LiveAgent

There was a lifetime license deal on LiveAgent, so we decided to give it a try. We were happy with the app, so there was no need to also give freshdesk a try.

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

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

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

LiveAgent is feature packed, easy to setup, easy to use and the support is incredible! I live the fact that you can provide support through multiple channels (ticket, live chat, phone, Twitter and Facebook). You can't go wrong with this. It's absolutely amazing and I can't talk about it enough. I use it every day in my business and have almost all of my emails incoming into the system and have rules setup to route tickets to various departments depending on the email.

Inconvénients

Nothing, absolutely nothing! This software is amazing in every way!

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.

Avantages

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers.

As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted.

Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want.

In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc.

When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having genera

Inconvénients

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me.

So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

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

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

Inconvénients

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.

Alternatives envisagées 

Salesforce Sales Cloud et Zendesk Suite

Pourquoi choisir LiveAgent 

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

Pourquoi passer à LiveAgent

Price, functionality, control