What are the best aspects of this product?
What I like about Live Agent is that all the emails which I receive are shown as tickets. When you revert to a particular mail, the color automatically changes to grey and it is then shown in the down side of the list, but when the customer replies it is again shown in the previous manner.
Well, the reminder feature is something I am a great fan of. The tickets can be postponed very easily and I can set a reminder about them.
Another feature which is not provided in any other app is the flexibility to work with live chat at different shops and by default we get three shops at the time of installation without any extra charges. The customer service is great and really prompt.
What aspects are problematic or could work better?
Mine is a small business and normally I use apps like Whatsapp and Hangout to interact with my clients. The thing which really bugs me off is the lack of amalgamation of Live Agent with these popular social networking apps. It currently supports only one app which is perfect for big giants but not for smaller firms. Live Agent cannot be utilized to text on Facebook and when I mailed Facebook about this, I got the reply that it has been blocked. I am hoping that whatever the issue is get fixed in no time as this feature was something really cool. This helped me to get connected with my customers through Facebook without by getting any distractions from all the stupid and funny news feed.
What specific problems in your company were solved by this product?
I am happy to declare that after using Live Agent, we have a really great response time. Now it is pretty easier to keep a track of all the replies which we have made and the tickets too.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 year
What is your company size?
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year