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User review of LiveAgent

Office Manager

- by Anonymous Reviewer

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?

We like the phone, chat functions. Being able to listen to the history of a phone call is wonderful, to make sure that we covered all questions/issues.

What aspects are problematic or could work better?

Having the ability to set a specific customer to user, so that anytime that customer emails it always goes to that user. As sometimes customers will email multiple times, and the users do not realize that they have discussed things with other people.

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

Texting functions would be great.
Being able to call other internal users without being on a call.

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

Having the chats, phone calls and emails all in one place.

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?

11-50 Employees

What is your industry?

Luxury Goods & Jewelry

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

It was a combination of different ones.
PureChat
Gmail

Why did you decide to change it?

To have everything together.

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 day

How many people in your company actively use this product?

several employees

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

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

Just the cost of Users

What is your total annual cost for using this product?

Depending on users: $1680-$2000

How long is your contract with the vendor?

Unlimited

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

40%

FEATURE DETAILS

Key Features

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

Security & Support

Security
4
very good
Customer Support
4
very good