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User review of LiveAgent

Amazing Helpdesk Solution

- by Petras Brinko

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

-Ease of use, nice user interface
-Report and analysis tools
-Social Media integration (receive FB, Twitter messages to the LiveAgent)
-Customizable Search function
-Mobile App available
I really like LiveAgent as it provides great user experience for both agents and customers. As an agent you can view detailed statistics about your work. Even "gamification" is involved - you collect badges and level up when working.
As for a customer support team manager, you can view detailed statistics about your workers and customers.

What aspects are problematic or could work better?

The indicator which shows that a ticket is already open by another agent could be more visible.

What features/services would you like to see in future versions of this product?

I would like to use HTML in chat Window. Also, a feature to expand chat window would be nice.

What specific problems in your company were solved by this product?

LiveAgent provides an all-in-one Helpdesk solution for our company.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I advised the company to purchase it

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

51-100 Employees

What is your industry?

Computer & Network Security

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

yes

What software did you use before?

Jivo Chat

Why did you decide to change it?

We wanted an all-in-one solution

Are you satisfied with the change?

Absolutely.

How did your company implement this product?

on premise

How long did it take to set up this product?

less than 1 week

How many people in your company actively use this product?

most employees

What is the primary use of this product in your company?

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

N/A

What is your total annual cost for using this product?

N/A

How long is your contract with the vendor?

1 year

Did you get any discount for this product? How much?

N/A

FEATURE DETAILS

Key Features

Integrations
5
amazing
Collaboration Features
5
amazing
Mobile Support
4
very good
Customization
4
very good

Security & Support

Security
4
very good
Customer Support
5
amazing
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