- Home Help Desk Software LiveAgent This is a review for Live Agent. We switched from the permanent to the online version 3 months ago
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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 Definitely
7 out of 7
COST EFFICENCY Good
5out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE very good
4out of 5
CUSTOMER SUPPORT very good
4out of 5
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 ok
3
Collaboration Features ok
3
Mobile Support very good
4
Customization very good
4
Security & Support
Security very good
4
Customer Support very good
4
