What are the best aspects of this product?
I was desperately trying to find the alternate for Kayako as it irritated me to the core. It was becoming difficult for me to work with it. During this hunting, I came across many other options which were more or less the same, but when I started using Live Agent, I was completely electrified.
What I liked about Live Agent is the manner of handing out the tickets to the agents. In their procedure, a regular work feed is provided to the staff who is involved in the customer service. This method averts the preference of choosing simple jobs over harder ones. Live Agent offers you some really fascinating features and don’t worry about the amount of such features; they are a lot. Though there are many of them which you might don’t require, still all your needs are fulfilled by Live Agent.
What aspects are problematic or could work better?
Though everything else is really great in Live Agent, but one thing that let me down a bit was its lack of combination with latest social networking apps like Whats App, Hangouts etc. If one wants to operate Live Agent through phone, he has to get Twillo.
Another thing which disappointed me is that every time a customer wants to give feedback, he has to sign up to the tickets. Though initially, there was an unhindered access to the URLs of the tickets without any sign ups, but it provided an opportunity to unknown people to have the same easy access. Such easy access to tickets URLs and content should be tackled.
All the details of the tickets, including the content and URL should be secured by a proper authentication method. Moreover, the requirement to sign in to reward the employees is something that can be changed by Live Agent.
What specific problems in your company were solved by this product?
Thanks to Live Agent, I was able to save a major chunk of bucks and got a really good and fast customer service.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 year
What is your company size?
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?