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?
What is your role with this product?
How long have you been using this product?
What is your company size?
What is your industry?
Computer & Network Security
Did your company use a different software before this one?
What software did you use before?
Why did you decide to change it?
We wanted an all-in-one solution
Are you satisfied with the change?
How did your company implement this product?
How long did it take to set up this product?
less than 1 week
How many people in your company actively use this product?
What is the primary use of this product in your company?
What was the cost of implementing this product?
What is your total annual cost for using this product?
How long is your contract with the vendor?
Did you get any discount for this product? How much?