Opiniones de LiveAgent

"Great Features & Great Speed"

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"The perfect fit for my needs."

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"Perfect Zendesk alternative"

Puntos a favor: 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!

Contras: 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.

"Significant Value for the price"

Puntos a favor: Price, Excellent customer support, large amount of features and functionality

Contras: 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.

"Great ticketing system"

Comentarios: Been using it in the past for a travel agency now for a HR recruiting company, for $15/month you won't get anything better than that!

Puntos a favor: Functionality, tags, time rules, syncing with facebook leads, able to add VOIP phone. Can set up folders like an email account too, keeping notes. Customer support is brilliant.

Contras: The only thing that I would add is a drive folder for files
On top of that it takes some time to set it up, not that simple but if you have thhe patient to learn it you will see how great it is.

"The best in the business"

Puntos a favor: 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.

Contras: The only thing missing is the ability to put calls on hold and call back out.

"Switching to Live Agent saved our customer experience"

Puntos a favor: I love that Live Agent is so easy to use to manage tickets and our Knowledge Bases. The ability to add tags has completely changed the way we organize and store tickets.

Contras: Having a direct contact would be nice when we have questions, though the chat option on the website has worked well when needed.

"Nice to work with LiveAgent"

Comentarios: LA is the third company what we have testes in last 6 years and looks like is the best for us.

Puntos a favor: We really appreciate they customer support and price.

Contras: The way how ticket merging works, could be better.

"Great system"

Comentarios: We are very satisfied with what the system offers us, simple and easy to operate, generation of eports and control of agents with easy access and configuration

Puntos a favor: Dynamics, simplicity, and self-explanatory the whole system, basically people with little knowledge of IT can manage and operate the system

Contras: So far there is nothing that doesn't just like an observation that it would be interesting to have automatic translation integration in the chats

"Simple Integration"

Comentarios: Happy with how this has changed our day to day ticket operations.

Puntos a favor: Ease of integrating the API into the system, simple with guides and online tests with on hand support every step of the way.

Contras: The app could use a small amount of work to bring it inline with the website version

"Great Product and Great Customer Service"

Comentarios: I've been pleased by both the product and the customer service!

Puntos a favor: While there are a number of features to praise, a select few have been most beneficial to the company. Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We also find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.

Contras: A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

"Great cooperation with Liveagent"

Comentarios: So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

Puntos a favor: I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Contras: It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

"How did a Uruguayan start up decide to hire LiveAgent?"

Puntos a favor: 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

Contras: 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.

"Easy tool to keep track of information"

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"B2B portfolio management"

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"The solution that overcame competition at high speed"

Comentarios: Great value for the money.

Puntos a favor: It saves us tons of time, its user friendly and extremely efficient. Good connectivity with other apps.

Contras: Hard to do tailoring to our very specific needs

"Excellent Customer Service & Support and a Tried and Tested System"

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"Great all in one solution."

Comentarios: Overall, we have one product for web, email, chat, and phone support.

Puntos a favor: It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Contras: The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

"The CRM Goldilocks Would Have Chosen"

Comentarios: Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.

Puntos a favor: 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

Contras: 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.

"The software that has changed our relationship with customers"

Comentarios: LiveAgent has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company

Puntos a favor: The positive points are many but the main ones are
- Excellent technical attention (they attend quickly to any consultation)
- Easy to manage
- Supports multiple languages
- Quite configurable
- Complete options for technical support
- We have managed to integrate some other services
- Everything is customizable: emails, answers, FAQs, etc
- The email response system is almost instantaneous and works perfectly

Contras: Some negative points or points that need improvement:
- Some customization options are missing
- The database of frequently asked questions needs to be improved
- We've never managed to use live chat
- When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there
- The aesthetics of dashboarding are still a little old
- A web widget is missing (not wordpress)
- The configuration of the emails is not very intuitive

"Live-Agent is for you!"

Comentarios: Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Puntos a favor: I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Contras: At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

"Excellent Experience Overall - I Recommend LiveAgent"

Comentarios: 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.

Puntos a favor: 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.

Contras: 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.

"Live Agent has helped us to level up our customer service."

Comentarios: Overall LiveAgent has been a godsend compared to our previous provider, the automation alone makes it worth its weight in gold, there was a cost saving for us to switch to LiveAgent but more importantly we have saved on time and resources.

Puntos a favor: This software has enabled my team to work more efficiently, the automation available with the software has allowed us to track the sorts of queries we are recieiving and the volume of those queries, all of which can be reported back to our clients. The automation has allowed us to automatically respond to people with specific queries based on keywords which means that our overall volume of work has decreased.

Contras: It would be great if their was downloadable graphs and charts, and generally easier reporting.

"We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did"

Comentarios: The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Puntos a favor: 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.

Contras: 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.

"I like Live Agent as a product and environment for the work of the support team."

Comentarios: Pros: easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it) We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Puntos a favor: easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

Contras: poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)