Great Product and Great Customer Service

What are the best aspects of this product?

The ability to sort communication with customers via labels, a tagging system that you as a company create, and the ability to transfer chats and tickets to a specific department and/or online agent are the best features of LiveAgent. These all help streamline communication with the customer to ensure the highest quality of service and care, and they also help you as a company stay organized and have the opportunity to collect your desired data.

What aspects are problematic or could work better?

A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

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

I'd like to see the call feature within LiveAgent be developed more fully. To be perfectly transparent, I have very limited use with it. However, the possibilities are endless if LiveAgent can master the capability for online agents to make and receive phone calls within the software because it would eliminate the need for any other software such as Skype.

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

Our company had an overarching problem of a breakdown in communication between departments. When there are multiple platforms that each department is using to do their jobs, it requires direct and clear communication to ensure that they are working cohesively to meet the needs of the customer. LiveAgent has solved that problem for Bus2alps because we have our sales team, customer service representatives, and marketing experts all online to best promote our product and meet the needs of our customers. It's efficient and has streamlined our internal communication immensely.

Are you a current user of this product?

No