What are the best aspects of this product?
Before switching to LiveAgent, I had a history with Freshdesk. Though it worked perfectly for me, but at some point of time, I was really frustrated with some of the shortcomings and was desperately waiting for the features to get updated or a new alternative to Freshdesk. But when my patience wore out, I went and started searching and that’s when I found LiveAgent and in the next 5 minutes, I got the answer to all my problems. The very first thing I did was to migrate my 10,000 tickets to LiveAgent from Fresh Desk. When I saw the other agent doing the real time entry of tickets, I was totally sold and transferred the chat service to here. Their services have made me really happy.
If I start comparing LiveAgent with others, there are many points which go in the favor of LiveAgent. I have also installed it on my iPhone for sending some pretty quick replies and checking the status of tickets (well, another feature which I liked in the app is that I can even zoom the ticket to view the details).
If compared with Freshdesk which I was using earlier for all the work, LiveAgent is comparatively 50% cheap, thus saving lots of funds and if you talk about “SEARCH” on LiveAgent, it is plainly awesome and was totally missing from Freshdesk.
LiveAgent is really sophisticated when it comes to the comparison with Freshdesk and other alternatives. You name it and LiveAgent gives it to you whether it is chats, quick replies, accessibility over smart phones etc.
What aspects are problematic or could work better?
As I mentioned earlier too that I am using LiveAgent on my iPhone too. Though when I use it on a desktop or laptop, everything works fine but when LiveAgent is opened on the smart phone, things get bit weird with it. It shows quite a huge cluster of error messages and it took a while to sort itself out and this issue settles down. The tickets can very easily be seen after refreshing LiveAgent. Sometimes, the phone app doesn’t show previously used canned responses and I fail to understand why this happens. Another issue that really irritates me is that the app practically stops working till the incoming chat are not replied to. I don’t want to be hard on LiveAgent but all these things can be fixed very easily. Even Freshdesk had better iPhone app but it also had bugs, some irritating things like empty tickets list where you start thinking what the hell went wrong with tickets? There is one feature I would love to see and that is “Merge” ticket button.
What specific problems in your company were solved by this product?
LiveAgent is giving me the ability to interact with my clients at a much faster pace and without any hassle. I don’t know why LiveAgent gives the whole scenario a more professional and serious look and this is what we actually crave for. For a smaller company like us who are trying to make a foothold in the market, being professional is something which is very essential.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
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