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User review of LiveAgent

Excellent customer service, easy to use however not as functional as some of the others.

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
4 out of 7
Maybe
COST EFFICENCY
3out of 7
Poor
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?

Ease of use and customer support. Given the product is not as functional as some of the bigger apps it makes it easier to use too.

What aspects are problematic or could work better?

They is all or nothing plans. When you convert from USD to local currency this is still expensive when we must pay all or nothing for all agents. Freshdesk offers a guest id for occasional users which is nice as we have some agents who only log in a few times a month and others everyday.



The apps seem less supported than other applications.

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

We are looking to replace our internal helpdesk system which resides on our own servers.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I made the decision to purchase it

How long have you been using this product?

Trial/Demo only

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Education Management

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

Freshdesk, Zendesk, RSTickets Pro

Why did you decide to change it?

RSTickets Pro is costly to maintain as it is on our own servers.



Freshdesk because as an education company we cannot afford to spend so much money on the agents each month.

Are you satisfied with the change?

Too early to tell to be honest.

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?

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

N/A

What is your total annual cost for using this product?

We have not budgeted yet.

How long is your contract with the vendor?

Unlimited

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

N/A

FEATURE DETAILS

Key Features

Integrations
1
very poor
Collaboration Features
3
ok

Security & Support

Security
3
ok
Customer Support
5
amazing