
It is a great platform and provides some great features for supporting clients in one location. Review collected by and hosted on G2.com.
I purchased a lifetime deal for live agent and their current policy requires me to log in every month to keep my account. We are a small business and don't have a lot of support requests so logging in is just not needed some months. On top of this if you don't log in for 3 months consecutively their own website states they will delete you account. This is one of the worst policies I have ever seen from a tech company and the small amount of data in my account is certainly not costing them. Aside from this I wouldn't call this policy "lifetime" access. Run Away Run Far Away. Review collected by and hosted on G2.com.
We had issues with a similar company that would filter out emails from our customers. We are happy that LiveAgent uses a different spam filter so we can now get all of our customer's emails. Review collected by and hosted on G2.com.
This is a small thing, but I feel like LiveAgent doesn't have the cleanest looking setup. But it functions the way we need it to so it's ok! Review collected by and hosted on G2.com.
Relatively fast/easy to learn. If you know how to use email, you'll have an easy time using LiveAgent. Review collected by and hosted on G2.com.
We have been users of LiveAgent since late 2016/early 2017.
Our #1 problem with LiveAgent is that they never fix what is broken in a timely manner, nor do they help with solving real issues with their platform
Let's start with SLAs.
1. For starters, they don't properly implement time zones on their platform. While that doesn't sound so bad, it affects how the system determines whether you are meeting your SLAs (which IS a big deal).
2. When a client's user emails you, the system has no built in mechanism for you to determine what client that user belongs to. It could be very simply done by matching email domains, but that isn't implemented and there is no easy way (using their rules system) to implement that yourself. Of the thousands of users we support, their expectation is that we manually assign each customer to a company---and there is no way to mass assign them either.
Since September of 2020 (it is now late November 2020) we identified an issue where the ticket system either dropped or completely misassigned ticket recipients. This has led to numerous problems with our customers who have accused us of not responding to them in a timely manner. We in fact did, but the response was not sent to the proper recipient because of this issue. Despite the fact that we have demonstrated this issue to support on multiple occasions, it still hasn't been fixed--and their only response is "well, I think it will be fixed in the next version."
If you end up with duplicate companies (aka clients) which is quite easy to do considering the Companies screen doesn't have a properly implemented alphabetical sort--you have NO way to merge them. You have to go through your contacts and assign them to the one you want. These issues have also been ignored by development. Review collected by and hosted on G2.com.
Liveagent has completely changed how our company manage our customer interactions. The software is brilliant for anyone who has multiple points of contact with customers. The priority system and the SLA set up have allowed us to streamline our interactions and not only provide a better level of service to our customers but the staff are also happier as the system makes their life easier. Review collected by and hosted on G2.com.
My only minor issue with liveagent would be the reply to in emails where the system indents the previous emails with a > . I can live with this though and the pro's outweigh this minor issue. Review collected by and hosted on G2.com.
LiveAgent is a robust helpdesk solution that allows you to work with multiple brands and languages. Our company runs multiple online shops, each in three languages, and LiveAgent makes it possible to communicate with our customers in different branding/languages and keep everything well-organized for all our customer care team members. Not many helpdesk solutions can do it. Before LiveAgent, we were using Zendesk, which was far more expensive and many features that required higher plans or paid addons in Zendesk, are a standard part of LiveAgent. Review collected by and hosted on G2.com.
It doesn't affect using LiveAgent negatively, but the design of the mobile app and the web application looks a bit old-school and would need some refresh. Review collected by and hosted on G2.com.
All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature! Review collected by and hosted on G2.com.
Nothing crucial, but Action initiator condition in rules doesn't work, this bug is reported for a few weeks, but still not fixed. Web page design with online ticket seems a little bit outdated. Review collected by and hosted on G2.com.
I like how easy it is to use LiveAgent, It is intuitive and the most common tasks are easily accessible. Review collected by and hosted on G2.com.
I have been using LiveAgent for a few months and have yet to find anything I don't like about the system. Review collected by and hosted on G2.com.
Overall ease of daily use,
Our initial set up was simple, quick, and efficient. The Live Agent team Had us up and running in no time at all.
The simplified billing structure.
Quick reaction from the Live Agent support team when needed.
Easy to set up and train our new customer service agents.
Ability to create custom Tags for tracking specific issues.
Ability to search key words, email addresses, etc... across all tickets or in individual filters.
Overall cost versus competitors.
Dark settin, some may think trivial but when you look at the screen all day, this makes a difference to our users. Review collected by and hosted on G2.com.
Did not work with our original 800 number provider. Had to change our provider after we were already operating.
Cannot find ability to edit/change the tags after creating them ( may be missing it somewhere though) Review collected by and hosted on G2.com.
I like using liveagent because it allows all of our team to work in the same space but can easily see previous tickets with information on what has previously been done for that customer or ticket. It is really good that phone calls and chats can all also be part of a ticket, and you can merge tickets so that all of the customer's contact is in one place if they have come through on different tickets. Review collected by and hosted on G2.com.
There isn't much that I dislike about liveagent. It is a little awkward to not be able to put one call on hold and then call out. You must end the call and start a new one. The line breaks also make it a bit annoying for our suppliers to read emails when we forward items on. Review collected by and hosted on G2.com.
I LOVE CUSTOMER SERVICE AND I TRULY LOVE HOW THIS PLATFORM OFFERS A CHAT FEATURE, KNOWLEDGE BASE AND EVEN A CALL CENTER OPTION...
THE PRICE IS RIGHT AND YOU CAN GROW WITH THE PLATFORM AS YOUR BUSINESS GROWS, I LOVE THE CALL LOG FEATURE ,BEING ABLE TO CREATE YOUR OWN FAQ'S AND KNOWLEDGE BASE FOR MY AFFILIATES AND CUSTOMER'S ALIKE... THANK YOU LIVE AGENT... Review collected by and hosted on G2.com.
I DON'T LIKE THE PRICE PER USER...I NEED AT LEAST 7 TO EIGHT USERS ...THAT CAN BE EXPENSIVE FOR A NEW BUSINESS AT $29 A USER, YOU HAVE TO HAVE THE INTERGRETION TEAM PLUG INTO YOUR WEBSITE UNLESS YOUR A DEVELOPER YOU MAY NOT BE ABLE TO FIGURE IT OUT. Review collected by and hosted on G2.com.
If you are in need of a help desk and live chat for a multi-brand company, this provider is great! We have 5 diffrent brands and we can offerfull support with live chat and help desk to our customer with LiveAgent! Review collected by and hosted on G2.com.
Dosn't have a desktop program, only online(browser). Review collected by and hosted on G2.com.
Easy to use and set up, has lots of useful features - for me personally especially the tags automation (rules, and times rules) which help to manage your tickets.
On top of that you can connect your VOIP phone and see the recorded phone calls in the ticket, see all the emails you send and recieved from the clients, have notes, postponed the tickets as you like. Review collected by and hosted on G2.com.
For first timers it might be tricky to set it up, also depending on your businsess requirements the system might lack a few options. For me personally it does the job, recommend to try the free trial first.
Also there is no option to send text messages (SMS) and WhatsApp with your VOIP number, would be a nice feature. Review collected by and hosted on G2.com.
The ease of which we were able to integrate there API v3 system in to our site, this is a major step forward for us and has removed the errors we got from our previous system where it was email based. Review collected by and hosted on G2.com.
The I-pad app needs a little bit of work to bring it up to the web based version status Review collected by and hosted on G2.com.
It has integrations with other platforms for better operation, and accessibility for connections through social networks, being a very useful tool to offer support in different methods, it depends on which means of communication the client has, to offer a A well-structured informative service, causing satisfaction, as long as they are systematically compatible with their scope of care options, that is, the server that the individual uses, being one of the functions that I extremely like about this system. Review collected by and hosted on G2.com.
Although it has most of the mobile and web applications, to offer support through these means, it does not have one in particular, being an option, where most users concentrate and use frequently, since it is a Simple and easy method, but with powerful communication tools, both by commonly text chat, as video and audio calls, which does not have this implementation on its servers, being a problem, in lack of important integrations. Review collected by and hosted on G2.com.
Live agent is an extremely professional system for both agent and customer, It is appealing on the eye and has various functions, styles and options to allow you to tailor to your business needs. The ticketing system is very useful for the collection of data and gathering offline messages and leads. Review collected by and hosted on G2.com.
I am not too keen on the pause function I would prefer an away feature which can be used for comfort breaks, lunch etc and would provide the customer with a busy message. I also think some functions are unnecessarily complicated such as setting opening times but the IT support is very helpful. Review collected by and hosted on G2.com.
I really want LiveAgent, thanks to the various aspects that this software contains, since I like all of them equally, one of these is the labels and tags that allow them to be personalized, they help the members of any team of a company to prioritize their workflows, having successful results, another of the functions that it acquires is the automated ticket system, as it facilitates the monitoring of related messages, obtaining the ability to configure the system for use in several departments at the same time. Review collected by and hosted on G2.com.
The functions of the reports could improve, in order to guarantee more detailed and less generic information, having a better position according to the help desks, which this software provides and is fundamentally based on other relevant aspects which are, frequently used is the ticket system, since they are very numerous, which are generated automatically, congesting confusion for some of the customers who use this platform. Review collected by and hosted on G2.com.
Automated ticket assignment on bespoke forms. User controls, roles and departments. Review collected by and hosted on G2.com.
we're currently using over 35 ticket licences. If I want to add 5 live chat accounts, I would have to upgrade all 35 accounts. Different types of licences on the same overall account would be a nice touch. Review collected by and hosted on G2.com.
the overview and simplicity to answer all your mails at the same place Review collected by and hosted on G2.com.
Maybe the design of the app and internet site could be more aesthetically pleasing. Review collected by and hosted on G2.com.