How did an Uruguayan start up decide to hire LiveAgent?

What are the best aspects of this product?

Since we started with MeVuelo we always knew that our central strategy would be to put the user at the center of our processes and decisions, seeking to provide a personalized service for each of our travelers.

As a result of this, we began to do research on what tools were available on the market and which could be useful to us. We needed something that centralized all communication channels and had CRM components to be able to provide the service we wanted.

Our main challenge, as a start up, was costs. Most of the tools we knew were very expensive, limiting access to functionality and generating long-term commitments that we did not want.

In the research stage we approached many softwares, but we always ran into some problem: the telephone lines could not be connected because in our markets the technology is very old, or online chatting had a separate cost, or it was not friendly interfaces for users etc.

When we found LiveAgent we made several video calls with their representatives, generating instances of questions and answers about how we could apply the software to our business. They always understood our need very well and we were totally convinced and finally started testing ourselves with the 14 days of free trials. In that time, we diagrammed how we should configure the system to adapt perfectly to our different departments so that, once we implemented it to the rest of the team, it would be a matter of hours to be working and, best of all, without having generated any cost of implementation.

I would like to point out that, whenever we have a need, we contact their support team, which always responds in their live chat or at the latest, the next day.

In our case, we use the All Inclusive version that has a cost of USD 39 per agent, and is charged for the period of use. There is no monthly or implementation fee. 

What aspects are problematic or could work better?

I pondered this answer for several minutes, thinking about what the cons might be in LiveAgent and I didn't find any worth mentioning. It doesn't usually happen to me.

So far, software is a key strategic partner for our company and we have only found solutions. Throughout the organization we are very happy with the value that LiveAgent brings us.

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

In MeVuelo whatsapp is a very important communication channel.

I know that API access has not been released so far and I have talked to the LiveAgent team about this. I know they are working hard to connect it in the near future.

Are you a current user of this product?

Yes