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User review of LiveAgent

This is a review for Live Agent. We switched from the permanent to the online version 3 months ago

- by Greg Bitgood

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
5out of 7
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?

The email interface is really why it works so well for us. The Chat is good but because our support is primarily with email we need this functionality.

What aspects are problematic or could work better?

A chat within the program to get Customer Service would be good.

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

I think some of the automations could work better. The way it deals with Canned messages and prepared emails is a bit cluncky. It would be nice to have these work better in the chat as well.

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

We provide support for our Software and Ecommerce products.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I advised the company to purchase 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?

Information Technology and Services

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

Intercom

Why did you decide to change it?

Pricing and Interface issues.

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?

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

Less than $100 a month

What is your total annual cost for using this product?

Aprox $1000

How long is your contract with the vendor?

Unlimited

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

NO but would like one.

FEATURE DETAILS

Key Features

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

Security & Support

Security
4
very good
Customer Support
4
very good