¿Quién utiliza este software?

Anyone from small startups or one man operations to large scale businesses with main focus on SMB.


Valoración media

360 reseñas
  • 4.5 / 5
    En general
  • 4.5 / 5
    Facilidad de uso
  • 4.5 / 5
    Atención al cliente
  • 4.5 / 5
    Características
  • 4.5 / 5
    Relación calidad-precio

Detalles del producto

  • Precio de partida
    $12/mes
  • Detalles de precios
    2 Agent Seats included in all plans.
  • Versión gratuita
    No
  • Implementación
    En la nube, SaaS, web
    Móvil: nativo de iOS
    Móvil: nativo de Android
  • Formación
    En persona
    En directo en línea
    Seminarios web
    Documentación
  • Asistencia
    En horario ininterrumpido (atiende un representante)
    En línea

Datos del proveedor

  • QualityUnit
  • http://www.ladesk.com/
  • Fundada en 2004

Información sobre este software

LiveAgent is the Most reviewed and #1 Rated customer service software. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts. LiveAgent is a feature rich multi-channel help desk software with 170+ help desk features including live chat, phone support, social media integrations, support portal and API.


Funciones de LiveAgent

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Gestión de recursos informáticos
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Planificación de agentes
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Configuration Management Database (CMDB)
  • Gestión de recursos informáticos
  • Gestión del cambio
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal
  • Alertas y alzada
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Gestión de la experiencia del cliente
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Call Logging
  • Call Recording
  • Call Scripting
  • Centro de atención telefónica de llamadas entrantes
  • Centro de atención telefónica de llamadas salientes
  • Centro de atención telefónica mixto
  • Creación de informes/análisis
  • Escalation Management
  • IVR/Voice Recognition
  • Live Chat
  • Manual Dialer
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Supervisión de llamadas

Últimas reseñas disponibles sobre LiveAgent

Traducción realizada automáticamente. Mostrar la reseña original

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

4/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidad
5 / 5
Asistencia al cliente
5 / 5
Relación calidad-precio

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

Puntos en contra: 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)

Traducción realizada automáticamente. Mostrar la reseña original

Not the cheapest solution around, but probably one of the best.

5/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidad
5 / 5
Asistencia al cliente
4 / 5
Relación calidad-precio

Comentarios: Depending on the package you select it is probably not the cheapest solution around. But it is one of the best. We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do. Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed. The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language. I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit. And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have. Give them a try, they have a free trial.

Puntos a favor: Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Puntos en contra: Short cuts in rich text area are conflicting with the ones in the application