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User review of LiveAgent

Great App for Efficiency

- by Sabrina Brawley

USER SATISFACTION

RECOMMENDATION
6 out of 7
Very likely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

It's very convenient to be able to combine the ticketing system with our Live Chat to keep everyone organized and on the same page. It's a fairly user-friendly interface that doesn't require a lot of technical knowledge to set up.

What aspects are problematic or could work better?

I had some issues getting the correct JavaScript updated on our site to trigger automated chats, but support was extremely helpful and attentive and got me going quickly.

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

The only issue I have is the Knowledgebase has to be implemented from within the app now, where before we had the software on our server, so the knowledgebase was part of our site and helped SEO. If we were to use it now, we'd have to keep using LiveAgent indefinitely to maintain the pages, and that's not a restriction we want on our account.

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

Having direct lines of communication to customers in real time.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I implemented it

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Retail

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

yes

What software did you use before?

Can't remember but it started with an A, I believe.

Why did you decide to change it?

Other software was clunky and outdated. Not at all user friendly.

Are you satisfied with the change?

Yes.

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 day

How many people in your company actively use this product?

several employees

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

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

Not Sure

What is your total annual cost for using this product?

Not Sure

How long is your contract with the vendor?

Unlimited

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

No

FEATURE DETAILS

Key Features

Integrations
5
amazing
Collaboration Features
5
amazing
Customization
4
very good

Security & Support

Security
5
amazing
Customer Support
5
amazing
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