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User review of LiveAgent

Easy to use, flexible online chat tool with good support

- by Karl Steinke, MBA

USER SATISFACTION

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

PROS & CONS

What are the best aspects of this product?

This is the kind of service one should expect in 2017. It's easy to setup, scalable and works well.

What aspects are problematic or could work better?

We haven't yet integrated voice. We hope to try to use the voice feature and to integrate this with our CRM.

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

Look at what is possible with Google Hangouts. I can chat with one person, add a third or fourth person, etc.

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

This is not the first online chat tool we use. It works better than the previous tool.

Are you a current user of this product?

Yes

USER DETAILS

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Telecommunications

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

I can't remember the name

Why did you decide to change it?

Your solution is better

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?

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?

just several days work for internal employees

What is your total annual cost for using this product?

$2500

How long is your contract with the vendor?

1 month

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

Yes, 20% on the upgrade

FEATURE DETAILS

Key Features

Integrations
3
ok
Collaboration Features
4
very good
Mobile Support
3
ok
Customization
4
very good

Security & Support

Security
4
very good
Customer Support
4
very good