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User review of LiveAgent

Straightforward

- by Geoff Brandt

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
4out of 5
very good
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

Covers just about every way a prospect or customer could communicate with our company. And it's all captured in one place.

What aspects are problematic or could work better?

Ironically, it's not straightforward to get help from LA itself. They used to have a help button in the portal which was removed. Meaning as a paying customer I have to open a browser tab and get to the generic support page. Not a great implementation.

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

I'd like to see multiple instances of the customer portal/knowledgebase. I need my knowledge bases segmented. Right now, there is only one monolithic KB.

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

Per above - we no longer miss incoming communications because we don't have to check multiple places - email, chat, phone, social media etc.

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?

Less than 1 year

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Management Consulting

USAGE & IMPLEMENTATION

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 $1000 in labor

What is your total annual cost for using this product?

$600

How long is your contract with the vendor?

Unlimited

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

20% - special holiday promo

FEATURE DETAILS

Key Features

Integrations
3
ok
Collaboration Features
4
very good
Mobile Support
4
very good
Customization
5
amazing

Security & Support

Security
4
very good
Customer Support
3
ok