Great software package

What are the best aspects of this product?

The best things about using liveagent are how easy it is to use, streamlining the processes by having all contact in one place, and being able to assign tickets to different folders and staff members. It's great that customers can contact us on live chat email or the phone all through the same system and we can see all of the contact in one place. Being able to set SLAs is good as well.

What aspects are problematic or could work better?

It would be great if you could call out in the system whilst having your current call on hold, without having to end the call and make a new one.

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

To be able to call out whilst on another call.

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

Being able to track supplier issues , improving customer response times and being able to set rules for ticket importance so that issues can be prioritised over sales inquiries etc.

Are you a current user of this product?

Yes