Opiniones de LiveAgent

Sobre LiveAgent

Una buena atención al cliente comienza con un mejor software para el centro de ayuda. Gana más clientes al brindar una excelente atención al cliente con LiveAgent.

Descubre más sobre LiveAgent

Puntos a favor:

Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.

Contras:

Nothing so far, still looking for something to complain about.

Valoraciones de LiveAgent

Evaluación media

Facilidad de uso
4.5
Atención al cliente
4.7
Funcionalidades
4.6
Relación calidad-precio
4.7

Probabilidad de recomendación

8.9/10

LiveAgent tiene una valoración global de 4.7 estrellas sobre 5 según las 1,268 opiniones de usuarios de Capterra.

¿Ha utilizado LiveAgent antes?

Comparte tu experiencia con otros compradores de software.

Filtrar opiniones (1,268)

SHAWN
Sales
Usuario de Linkedin verificado
Bienes de consumo, 11-50 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Customer Service Software - If Your're Looking for Basic

4.0 hace 2 años
Los subtítulos en español están disponibles en el reproductor de vídeo
Orlando
Orlando
Tec Informático en EE. UU.
Usuario de Linkedin verificado
Internet, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Agente en Vivo

5.0 hace 2 meses

Comentarios: En general ha sido buena, esperemos que en próximas actualizaciones siga mejorando este producto.

Puntos a favor:

Una de mis funciones favoritas es el informe de ubicación (que muestra en qué parte del mundo se encuentra el usuario), así como la capacidad de enviar una invitación de chat al usuario mientras navega por su sitio web

Contras:

Creo que el único inconveniente que he encontrado es el requisito de iniciar sesión en su cuenta con frecuencia para mantener la cuenta activa. No me gusta tener que configurar un recordatorio para iniciar sesión por temor a que mi cuenta se desactive.

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Hi Orlando, Thank you for your feedback. We are glad to see that you have been satisfied with the benefits LiveAgent brings to chatting with your clients. Our team works hard every day to further improve the system so stay tuned for more awesome updates coming your way!

Usuario verificado
supervisor en Perú
Usuario de Linkedin verificado
Construcción, 11-50 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Mensajeria instantanea

4.0 hace 2 meses Nuevo

Puntos a favor:

Tiene muchos puntos favoritos lo genial es el soporte de 24, tiene muchas herramientas que hace facilitarte el trabajo y mejora la calidad de la empresas, el historial , los chat en vivo, el monitorio de las llamadas, es efectivo y tiene una interfaz agradable.

Contras:

No tiene muchos contras, solo que un poco de capacitación para realizar el software, apesar de que se utilizo gratis, hay ciertas herramientas que son pagada, pero como todo si quiere mejor calidad , hay que pagar.

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Hello There! :) Thank you for your kind words about LiveAgent! We are delighted to hear that you appreciate the 24-hour support and LiveAgent's tools to make your work easier. We strive to make sure that our product not only offers great features, but also a pleasant interface for our users. We appreciate your feedback and we look forward to continuing to provide you with a great experience :) - LiveAgent Team

Luis armando
Director operativo en México
Consultoría de gestión, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Chats para negocios pyme

5.0 hace 3 meses

Comentarios: Satisfactorio en lo general sobre todo ñara brindar información rapida y.una comunicaciónmas personalizada

Puntos a favor:

Una funcionalidad sencilla practica divertida de hablar via chats con clientes t contactos

Contras:

Cuando se cae la conexión y el.proceso de implementacion para negocio

Respuesta de QualityUnit - LiveAgent

hace 3 meses

Hello Luis! Thank you for your review of LiveAgent. We're glad you appreciate the chat functionality and find it practical for talking with clients and contacts. We're sorry to hear that you experienced dropped connections and difficulties with implementation. In case that happens, please reach out to our 24/7 customer service via chats or email to resolve this issue. - LiveAgent Team

Rolando Enrique
Asesor teléfonico en México
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Excelente programa

5.0 hace 2 meses

Puntos a favor:

Es acceso fácil y rápido entendimiento solución a lo que se necesita

Contras:

Todo bien, al principio sí algo difícil para entender pero ya después todo fácil

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Thank you so much for your kind words, Rolando! We're happy to hear that you've found our platform easy to understand and use after a short time. We're constantly striving to make our products and services as user-friendly as possible, so we really appreciate your feedback. - LiveAgent Team

Geovanny
Administrativo en Ecuador
Construcción, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

LiveAgent la app que nos ayuda a mejor en la calidad con los clientes

5.0 el mes pasado Nuevo

Comentarios: Aumentado mis clientes, a mejorado la comunicación de los clientes con la empresa es una excelente herramienta

Puntos a favor:

Es una herramienta que me a facilitado en la empresa para la calidad para mis clientes

Contras:

Falta un poco más de herramientas, pero es muy buena el software me ayudado mucho es indispensable en mi trabajo

Antonio
Manger en España
Ropa y moda, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Muy buen software

5.0 hace 2 meses Nuevo

Puntos a favor:

Es un software muy intuitivo y fácil de usar

Contras:

Nada todo es muy sencillo y rápido apostaría por seguir usandolo

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Hello Antonio! Thank you so much for taking the time to leave us a 5-star review! We are thrilled to hear that you find our software intuitive and easy to use. If you ever have any questions or need help with anything, please don't hesitate to reach out to us 24/7. - LiveAgent Team

Usuario verificado
Control de documentos en Ecuador
Usuario de Linkedin verificado
Externalización/deslocalización, 1,001-5,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Evaluación LiveAgent

5.0 hace 2 meses Nuevo

Puntos a favor:

Es excelente para resolver cualquier inquietud

Contras:

Por el momento ha cumplido con mis requerimientos

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Hello there! Thank you so much for taking the time to leave a 5-star review! We are thrilled to hear that you are finding our help desk software to be so helpful. - LiveAgent Team

Christian
Vendedor en Perú
Comercio mayorista, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Buenos agentes

4.0 hace 2 meses Nuevo

Puntos a favor:

Lo que mas ne ha gustado es que ellos me ayudan a recuperar mi clave

Contras:

Hay publicidad deberia haber menos publicidad

Respuesta de QualityUnit - LiveAgent

hace 2 meses

Hello Christian. Thank you for your review. We want to assure you that our app does not contain any advertisements. - LiveAgent Team

Laura
Laura
Human Resources Generalist en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 1,001-5,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Our customer support has enhanced with LiveAgent

5.0 hace 2 semanas Nuevo

Comentarios: After putting a number of various applications and software packages designed for help desk support through its paces, I have to say that my experience with LiveAgent is one of the simplest and most straightforward to date.

Puntos a favor:

LiveAgent is what we use to reply to emails and chat with customers. The ability to organize support inquiries for our AU franchise by department and via the use of threads has been quite helpful. There isn't much complexity involved.

Contras:

I don't know whether this exists and I just haven't seen it, but it would be helpful to be able to look at agent activity in the past, including times when they were logged in but not actively responding to messages.

Lillian
Lillian
Human Resources Generalist en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 10,000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

High-quality team support software

4.0 hace 2 semanas Nuevo

Comentarios: Aside from its high availability, ease of use, and strong security for agents, it also integrates well with other systems. Users required less instruction to become proficient with LiveAgent.

Puntos a favor:

LiveAgent allows us to centralize all of our support communications, providing excellent visibility for the entire team as well as insightful metrics into our efficacy. That way, if one of the support staff members is out sick or on vacation, another may pick up the slack and continue answering customers' questions from where they left off.

Contras:

I wish there were more customization choices for the interface elements like the chat and Knowledge Base panes. In addition, I wish I could buy ticket filters online. Nonetheless, it's nothing major.

Agustina
CEO en Argentina
Software informático, 11-50 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Alternativas consideradas:

Its OK to start

3.0 el mes pasado Nuevo

Comentarios: We are a small team and Live Agent is our first software to deal with customer support tickets. It is ok as a first software.

Puntos a favor:

It has a free trial that convinced us to buy a pro plan.

Contras:

The visuals and the amount of features that are upgradable.

Respuesta de QualityUnit - LiveAgent

el mes pasado

Thank you for your review! We are glad to hear that you had a positive experience with our free trial and that Live Agent is meeting your needs as a small team's first customer support software. It can be overwhelming to choose the right software for your team, so we are glad that you found a solution that works for you. We also hope that Live Agent will continue to meet your needs and convince you to stay with us as a long-term customer. If you have any questions or need any assistance as you continue to use Live Agent, please don't hesitate to reach out to our support team. We're always here to help. :) - LiveAgent Team

Kian
Full Stack Engineer en EE. UU.
Estudios de mercado, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

The most effective multi-channel online customer service solution

4.0 la semana pasada Nuevo

Comentarios: I use LiveAgent daily to log and resolve customer-reported issues since it allows me to keep track of the essentials while streamlining the process. Making a list of things you need to do and keeping track of whether or not they've been done makes the process far more manageable. It gives me access to a highly feature-rich support chat that allows me to effectively communicate with any client via video, audio, or text. It's great for businesses of all sizes since it's scalable and flexible, with plenty of useful extras that won't break the bank.

Puntos a favor:

I appreciate how simple and adaptable it is to use. It's simple to incorporate into existing domains to provide a unified service to your clientele. Because it is hosted in the cloud, LiveAgent is equally effective as an internal and external help-desk solution. It offers multi-channel support through various channels, and its extensive capabilities, user-friendly design, and reasonable price make it a viable option.

Contras:

Nothing I've found to hate about this platform has helped me do great things and bring many benefits to my employer.

Jesper
Jesper
CEO en Dinamarca
Usuario de Linkedin verificado
Internet, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Incredible value for money

5.0 el mes pasado Nuevo

Comentarios: Amazing onboarding and buying experience. We almost haven't needed support since, as everything works and the UI is easy to use.

Puntos a favor:

Compared to other suppliers with data centres within EU, Live Agent came out as the definitively best option. The price was substantially lower than any other provider.

Contras:

Bells and whistles are missing. All the basics are there, but I could use more flexibility in auto replies and automation. But nothing critical.The only area where we need improvement is in ticket satisfaction evaluation.

Samed
Human Resources Assistant Specialist en Colombia
Hospital y atención sanitaria, 10,000+ empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

User-Friendly Helpdesk Software I have ever seen

5.0 hace 2 semanas Nuevo

Comentarios: Overall, LiveAgent has been a valuable asset to our business. It has greatly improved our customer service and support capabilities. The user-friendly interface and robust features make it a great choice for businesses of any size looking for a comprehensive live chat and helpdesk solution.

Puntos a favor:

I have been using LiveAgent for over a year now and have been extremely impressed with its functionality and ease of use. The live chat feature has been a game changer for our customer service team, allowing us to quickly and efficiently assist our customers in real-time. The helpdesk feature is also top-notch, allowing us to easily track and manage customer inquiries and support tickets. The integration with other platforms such as social media and email is seamless.

Contras:

The only downside to LiveAgent is the cost. It can be a bit pricey for smaller businesses, but it is worth it for the comprehensive features and exceptional customer support.

Alyssa
Alyssa
Human Resources Generalist en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 10,000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

LiveAgent is a great help to our support

4.0 hace 2 semanas Nuevo

Comentarios: We can use this to develop an exciting new approach to interacting with our audience. Insightful tracking of site visitors allows you to pick the brains of your customers and potential buyers.

Puntos a favor:

LiveAgent provides a full set of features to facilitate live chat functions on your site. I really like that you can track a user's position and send them a chat invitation automatically while they're on your site.

Contras:

The only real drawback I've found is that you have to log in somewhat often to keep your account from going dormant. Not having to worry about losing access to my account because I forgot to set a login reminder is a huge relief.

Chandan
Marketing Consultant en India
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Amazing customer service help desk and knowledge-base combo

5.0 hace 2 meses Nuevo

Comentarios: It is very very helpful overall so far. I and my team uses LiveAgent o a daily basis.

Puntos a favor:

The main reason to select LiveEvent was the knowledge base system it has is like the deal breaker. This is the feature that competitors charge high or they don't even have it. Kudos to LiveAgent for that.

Contras:

the limitation of customization in header and background of the home screen. If we could upload header background image that could be great.

Respuesta de QualityUnit - LiveAgent

el mes pasado

Hi Chandan! Thank you for your review! We are glad to hear that the knowledge base system was a deciding factor in choosing LiveAgent. We are working hard to improve it further every day. Thank you for your kind words and for choosing LiveAgent! :) - LiveAgent Team

Adriana Henriquez
Sales Director en Colombia
Servicios financieros, 501-1,000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Great Support with Timely Service

5.0 la semana pasada Nuevo

Comentarios: I am extremely satisfied with LiveAgent's performance and the quality of customer service.

Puntos a favor:

LiveAgent was extremely helpful in quickly addressing our customer service issues. The team was knowledgeable, friendly and responsive.

Contras:

LiveAgent's ticketing system can be confusing to use, particularly if you're unfamiliar with it.

Dave
Dave
President en Canadá
Usuario de Linkedin verificado
Aprendizaje en línea, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Excellent Support for My Customers With Room to Grow

4.0 hace 11 meses

Comentarios: This a significant improvement over our previous help desk application. I am able to track and quickly resolve all customer issues. It just works the way it should. Our previous vendor kept changing elements of the software interface which only served to slow down our work because we had to learn how the interface was changing.

Puntos a favor:

Easy to set-up and manage. Provides all my support requirements in a simple to track dashboard of customer touch points.

Contras:

I have had occasional issues with email notifications stopping. Rare and quickly resolved with tech support in all cases.

Respuesta de QualityUnit

hace 10 meses

Hi Dave! Happy to see LiveAgent is an improvement for resolving your customer service issues :) - LiveAgent Team

Vanessa
CEO en Canadá
Servicios para el consumidor, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Excellent Customer Service & Support and a Tried and Tested System

5.0 hace 3 años

Comentarios: I'm really impressed with the capability and options available in live agent, without having to pay an arm and a leg. They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.

Puntos a favor:

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself. The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients.

Contras:

I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs.

Respuesta de QualityUnit

hace 3 años

Hi Vanessa! Thank you for your generous review. LiveAgent team is always here for you in case you need any help - that is why we have active online support which is trying to make your life a little by easier. We believe that there is no point leaving you without the needed assistance :) In case you would like to give us some suggestion regarding the part where you are mentioning "I found the software is a bit dated" feel free to evaluate and send us your perspective at [email protected] - we are always open to ideas.

Robert
Assistant Client Services Supervisor en Canadá
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Live-Agent is for you!

4.0 hace 3 años

Comentarios: Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Puntos a favor:

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Contras:

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Respuesta de QualityUnit

hace 3 años

Dear Robert, thank you very much for your honest and complex review! We are very happy to hear that LiveAgent is helping you in your day to day work and that you are using all the features -tags, custom filters, folders, etc. to help you find anything that you need! We understand that managing a business is not an easy thing and that is why we wanted LiveAgent to speed up things for you and your employees. Either when replying to a ticket, where you can use our features of "Canned messages" and/or "Predefined answers" and templates, or filters tags, etc. that help you look for any ticket you need and also not to forget the feature of "Recent tickets" where you can see all the previous tickets with a specific contact directly in the ticket without having to go back to the main inbox. Regarding the bloated email chains, I can pass this on to our developers. Feel free to shoot us an email at [email protected] if you have any idea of how exactly you would like it to work! :)

Sarah
Sarah
System Administrator en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 10,000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

LiveAgent is professional for agent and customer

4.0 hace 7 meses

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.

Respuesta de QualityUnit

hace 7 meses

Hello Sarah, thank you very much for your amazing review! We appreciate you sharing your feedback with us and we are thrilled to see you satisfied with our solution not planning to switch to any other provider. Feel free to send us more details about how exactly you imagine the feature of setting an away status via chats on our website and we will be happy to report it to our developers for our future improvement. Until then, you can put yourself on pause at any time so that no chats/calls would ring to you and your colleagues could also see that you are currently on a pause. You can also reach us via email at [email protected] at any time! :)

Mariana
Mariana
COO en Uruguay
Usuario de Linkedin verificado
Ocio, viajes y turismo, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

International Omnichanel Travel Agency

5.0 hace 3 años

Comentarios: Our estrategy for customer service is to give an omnichannel experience to our customers across all the countries we work.
We researched a lot trying to find tools that accomplished that: some of the solutions were very poor and some others very expensive. With LiveAgent we found everything: an easy software to implement (we have our APIs connected with them too) with the best cost of the market.

Puntos a favor:

1) The capability of management of all our comunication channels across all the countries we have operations in a single software. 2) We have Travel Agents of all ages, and for all of them the implementation of the software was very easy, as the adaptation to our business. 3) The cost and time savings with tools as internal calls and chats. 4) The ticket history with all the interaction (including call recordings) with our customers: this is core for a Travel Agency. 5) We can use it in spanish! 6) The configuration of IP phone lines; in Latin America that's not an easy task because of the SIP Trunk providers. 7) The ticket and phone apps that alows us to work ant talk to our customers from everywhere!

Contras:

We have experienced some little bugs in the implementation, but the support team is excelent and very helpfull, so it wasn't a problem at all; they were fixed inmediatly.

Respuesta de QualityUnit

hace 3 años

Hi Mariana, Many thanks for such an amazing review. It is great to hear that LiveAgent has been able to meet your company's needs and make communication with your clients a little easier. Our team takes great pride in the work we do and comments like yours keep pushing us in the right direction. Glad to have you onboard with us!

Stanislav
manager en Lituania
Automoción, 11-50 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Alternativas consideradas:

Inexpensive way of making a better customer service

5.0 hace 10 meses

Comentarios: We always wanted to have ALL-IN-ONE solution for customer service. And we decided to go with the LiveAgent due to it's super easy front-end desk and offered price/functionality ratio. They have many functions we need on daily basis. During trial the support is very fast and gives thorough information both for technical and sales questions.

Puntos a favor:

Great IVR system, software loads fast. Support is very helpful to set it up quickly. It's great that you can integrate social platforms into one system, which speeds up the process of customer communication. We use Facebook and Instragram, and it was harsh to always be in check with all the opened tabs and etc.

Contras:

For tiny amount of time we used this software, we did not detect any big negative things yet. The only thing was that they could not mask Sip Trunking number for OutGoing calls. But maybe they will be able to provide some other solution to this technical problem.

Tyler
Owner en Canadá
Tecnología y servicios de la información, Trabajador autónomo
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The perfect fit for my needs.

4.0 hace 3 años

Comentarios: All in all, LA lets me provide support in a pretty frictionless capacity - for my support submitters AND myself. It brings to the table more features than I will ever use (but enjoy exploring and setting up as I go).I call that a win.

Puntos a favor:

I've tried many support software packages. Yes, there is one that I found that I like aspects of even more than LiveAgent but at the end of the day, LA brings more to the table. The fact that I can hook up multiple brands and manage them all from one login puts it over the top in my books.

Contras:

Honestly, while the software has improved in the aesthetics department over time, it looks a bit dated. I do, however, like it's tabbed interface and customizability.

Respuesta de QualityUnit

hace 3 años

Hello Tyler, thank you for your honest feedback! I am glad to hear that from all the software packages you had tried out, you chose to go with our LiveAgent and we also do hope that it will always stay the one at the top in your books! :) Should you be interested in any of the features you are currently not using, feel free to reach out to our support and we will be happy to provide you with more info or help you implement it! :)

Andrew
Operations Manager en EE. UU.
Ropa y moda, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The CRM Goldilocks Would Have Chosen

5.0 hace 3 años

Comentarios: Overall LiveAgent has provided us with stellar ROI and we continue to lean on this app every business day.

Puntos a favor:

Relatively lightweight as far as traditional CRM software goes, the LA package was easy to deploy and hook up to a pretty standard Shopify / MailChimp setup. Immediately, we noticed that our volume of support tickets were much easier to parse, sort and assign; letting our small crew catch a much needed breather. We have made our communications gateway LiveAgent exclusive, and since then our customer satisfaction has gone up, our time spent managing customers has gone down, and a level of much needed transparency has been implemented. Things we like most: - Unique ticket IDs make for easy tracking and reference in and outside the LA environment - Assigning tickets to others have allowed us to streamline time spent by experts - Canned and automatic replies have saved time and fingers, and allowed less skilled staff to still stay on message - A decent array of Plugins helped us coordinate our customer service options and follow-through - Contact form customization is relatively intuitive and has gone a long way to help build customer trust - Customer Portal option was a nice touch, even if slightly clunky and less than user friendly

Contras:

Overall we're quite pleased. If we had the option, we'd love to see the following addressed: - Selecting a bulk option (deleting, archiving, marking as spam) prompts a series of confirmation windows that get tiresome to click through. We'd love to see an option to turn this off. - Minor issues like being unable to remove flags from threads and small UI things like this. - More support for other SaaS email providers like Klaviyo. - Mobile app. Probably the only reason we can't give 5 stars. When the app was working, its limited functionality (especially with predefined answers) felt limiting, and the seat licenses treat desktop and the mobile app the same, necessitating a constant log in / log off headache that make using the app almost totally pointless. Now, we can't seem to log in as the app is telling us that our server needs to be updated, even though we don't use our own server.

Respuesta de QualityUnit

hace 3 años

Hello Andrew, thank you for your complex and honest review! I am excited to hear that LiveAgent is helping you to handle the tickets in a more efficient way and that your customer satisfaction has gone up after making our software exclusive in your communication with customers :) The confirmation window when performing a mass action is shown by default, in order to prevent any unwanted actions triggered by any misclicks. Regarding the mail provider, you can connect any email address regardless of the provider by Forwarding or IMAP/POP3 :) The app wasn't working because a new version of it was released but our developers have already updated all the accounts so it is working with no problem now. I understand that the mobile app can be limiting, for instance not being able to use the predefined answers, but our developers are working hard every day to make it better :) You can send us any suggestions for improvement at [email protected] :)