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User review of LiveAgent

Best Help Desk tool in the market

- by Merkys Maliukevicius

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?

Live Agent software is huge time saver!
It provides a few very beneficial features:
Ticket responses via API (it is possible to automate answers to such queries as "what is the price of your product" , "payment methods")
Postponing tickets (this is very handy if ticket cannot be resolved right now)
LiveChat on the website ( Live Chat window design is superb! )

What aspects are problematic or could work better?

There were a few issues with our API integration. However, we contacted their support team and they have resolved the problem for us. They are very friendly

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

We used to send double answers to some of the received tickets. Afer we have implemented Live Agent to our cloud, this issue has been solved.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself
  • I manage other people who use it

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 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?

JivoChat

Why did you decide to change it?

Live Agent is way user friendly

Are you satisfied with the change?

We are very satisfied

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

all employees

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

both B2B & B2C

FEATURE DETAILS

Key Features

Integrations
5
amazing
Collaboration Features
5
amazing
Mobile Support
5
amazing
Customization
5
amazing

Security & Support

Security
5
amazing
Customer Support
5
amazing