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 en ligne et la gestion des modifications et des licences, le tout en tant qu'application autonome ou en tant qu'application intégrée.
LiveAgent propose une sélection plus large d'applications de CRM (Customer Relationship Management), telles que l'automatisation du marketing et de la force de vente en coopération avec divers éditeurs de logiciels tiers. Il s'agit d'une solution personnalisable pouvant évoluer à mesure que les petites entreprises développent leur base de clients et leurs services en ligne. Le logiciel fournit un système de gestion des cas d'assistance. Ils contiennent le flux complet de messages de chat, d'e-mails, d'appels téléphoniques ou de messages provenant d'autres canaux de communication entre le client et le personnel d'assistance de l'entreprise.
LiveAgent est proposé à la fois sous forme de logiciel web (cloud) et d'une installation sur site. Le tarif de l'option cloud est fixé sur la base d'un paiement par utilisateur pour un certain nombre d'agents. Les options sur site utilisent le type de licence initial, basé uniquement sur le nombre d'agents.
Johann R. Secteur: Informatique et sécurité réseau Nombre d'employés: 2-10 employés
Une gestion de ticket avec toutes les fonctions attendues pour un prix imbattable
Le support est rapide et efficace
Merci à vous
Nothing. It’s a perfect software. Really perfect
Réponse : QualityUnit 13/08/2020
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! :)
Federico V. Secteur: Loisirs, voyage et tourisme Nombre d'employés: 11-50 employés
I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.
What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale.
All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone.
The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.
We can set up our own ticket and contact fields, so we can manage the software as we need to.
Finally, the biggest beneficiary is our client, who receives a better service.
I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.
Réponse : QualityUnit 01/04/2020
Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)
Barney B. Secteur: Matériaux de construction Nombre d'employés: 51-200 employés
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.
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.
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 : QualityUnit 25/03/2020
Hello Barney, many thanks for your great review! It means a lot to us and we are super thrilled to hear that you are happy with the platform and the chat solution LiveAgent is offering. We understand that it is necessary to manage all the tickets from the very beginning as each customer is important and should be taken the best care of and that is why LiveAgent makes sure that no ticket is skipped or left out! Just remember that our support team is always ready to help so feel free to start a chat on our website should you have any questions! :)
Gavin H. Secteur: Vente au détail Nombre d'employés: 11-50 employés
We implemented this software into our busy customer support team for an online business and the effects were immediate. Easy to set up and the support were brilliant when we did get stuck. We were able to provide a better level of response to our customers and also analyse the areas of our business which were creating the most issues and resolve them. I would not be without this software now.
The only thing missing is the ability to put calls on hold and call back out.
Réponse : QualityUnit 21/10/2020
Thank you very much for such kind words. It's amazing to hear about the positive impact LiveAgent had on your workflow and customer interaction. Our team works hard every day to further improve the system and perfect what is already there - stay tuned for more awesome updates coming your way and remember, we are online 24/7 in case of any questions!
Ben H. Secteur: Vente au détail Nombre d'employés: 11-50 employés
Price, Excellent customer support, large amount of features and functionality
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.
Réponse : QualityUnit 04/03/2020
Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :)