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User review of LiveAgent

LiveAgent is the software which changed our daily work

- by Vytis Bulkevicius

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

It's very easy to use this tool and you can modify it on your own. You can create rules for departments, select tickets depending on the priority, set different limits for every agent and so on. It allows inviting visitors to the chat if you see that they are on the website for a long time, for example (you can see the time next to them).

What aspects are problematic or could work better?

I would recommend modifying search as sometimes it's different to find a ticket or chat by a phrase which is the ticket.

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

It would be really cool if a possibility to remotely access the client (he can download the software) will be integrated. It would help to solve the issues even faster.

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

Statistics of the job every agent makes during the specific time. We now see ongoing issues thanks to tag system. We can easily contact a person which opened a chat session via ticket.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Information Technology and Services

USAGE & IMPLEMENTATION

How did your company implement this product?

on premise

How long did it take to set up this product?

less than 1 week

How many people in your company actively use this product?

most employees

What is the primary use of this product in your company?

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

-

What is your total annual cost for using this product?

-

How long is your contract with the vendor?

Unlimited

Did you get any discount for this product? How much?

-

FEATURE DETAILS

Key Features

Integrations
4
very good
Collaboration Features
5
amazing
Mobile Support
4
very good
Customization
5
amazing

Security & Support

Security
5
amazing
Customer Support
5
amazing