LiveAgent

Great customer service and simple ticketing software

Comentarios: If you are thinking about using LiveAgent, one piece of advise I can give you is to spend some time figuring out how to use the tools that it provides. For some of them, it isn't exactly obvious how to do it, but if you put in the effort to figure it out, you'll find that the service is more than worth it.

Puntos a favor:

I really like the platform, since it is really simple to operate and I can thus practice my customer support agents on it. The platform has a wide variety of appealing features, some of which are detailed in the following list: The ability to share a mailbox, improved lead capture and engagement, heightened efficiency, outstanding value for the money, and a great deal of additional benefits are also included.

Contras:

Only the most expensive tier, which often comes with numerous features and options that you might not want, offers a link to social media; however, if you wish to add any of these features à la carte, doing so will be expensive on its own.

LiveAgent is professional for agent and customer

Comentarios: It's excellent that customers may leave a note or utilize the knowledgebase to solve issues when agents are unavailable (for example, outside of business hours). It's great that many people may work on a ticket at once, and we can all see who's working on what and how they've responded.

Puntos a favor:

Just do it! Superb assistance, interesting and expertly presented content, and a thoroughly professional demeanor throughout. Because of how user-friendly it is for salespeople and consumers alike, our business has no plans to switch providers. Many customers have been helped by a live person who answered their concerns or resolved their issues immediately, eliminating the need for them to wait on hold.

Contras:

It's not like I love the pause button or anything. I'd rather have the option of setting an away status that sends a busy signal to the customer while I take a quick break for whatever reason (comfort, food, etc.). However, the IT assistance is excellent, and while I agree that some features, like scheduling store hours, are overly difficult, I appreciate the effort.

Frustrating Chat Tool

Comentarios: Not as user friendly as Tawk.

Puntos a favor:

Got it because it was on an AppSumo LTD, so low priced and also it had the feature of visitors to call as well besides just chatting.

Contras:

Biggest peeve was that, if you don't log into the back-end at certain intervals, you will have to log-in to keep your app active on your website.

Easy to provision, simple setup and useful analytics

Comentarios: It seems like a good value for money.

Puntos a favor:

Like the Dashboard which provides a simple and necessary summary. The Ticket menu visualizes the queue, interactions status and timing. Like the Chat option as a feature even we didn't manage to test. The call menu can provide a useful analytics view.

Contras:

It took me some time to set up the ticket routing rules.

Alternativas consideradas: monday.com y GreenRope

Razones para elegir LiveAgent: Ticket and mail communication management.

Software anterior: monday.com

Razones para cambiar a LiveAgent: Combination of cost and functionality.

Super easy to use and train other staff on

Puntos a favor:

I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

Contras:

There was nothing i could think of that I dislike. Maybe things that aren't preferred are the locations of some buttons? When closing a ticket, sometimes it's tricky to find where to do so or to end a chat on our end.

Alternativas consideradas: HubSpot Marketing Hub