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User review of LiveAgent

Not perfect, but well worth the investment

- by

USER SATISFACTION

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

PROS & CONS

What are the best aspects of this product?

High customization.

Ability to use custom domain and custom e-mail.

What aspects are problematic or could work better?

Does not support multiple tabs.

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

External login for support forum, all our users already have a user in our system.

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

Help and support, we started out just having a support e-mail account.

Moving into a tool like LiveAgent made our life much better.

This helps us focus our attention where needed (with SLA rules), and saves us time since we can always review previous messages to and from the same contact.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I manage other people who use it

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Computer Software

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

Zendesk

Why did you decide to change it?

Price and features

Are you satisfied with the change?

Yes

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 week

How many people in your company actively use this product?

several employees

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

mostly B2B

PRICING & COSTS

What was the cost of implementing this product?

No added charge, but we invested about 40 hours of work to get it all the settings just right.

What is your total annual cost for using this product?

2088 USD

How long is your contract with the vendor?

1 month

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

No discount

FEATURE DETAILS

Key Features

Integrations
4
very good
Collaboration Features
3
ok
Mobile Support
3
ok
Customization
4
very good

Security & Support

Security
4
very good
Customer Support
4
very good