LiveAgent Reviews

I've worked with a call center company where we use LiveAgent to contact our customers. We've used Zendesk and other live chat platforms, but we discovered that LiveAgent was easier for us. It helped us to carry out our duties seamlessly. It was very easy for us to prioritize tasks. We were able to keep our messages and responses very organized, which some of the other products didn't give us and didn't give us what we wanted.

Working with LiveAgent helped us with our support contracts. We are a call center company; we were contracted by First Bank of Nigeria. When we were considered, they had a seminar to help us understand some of the basic questions customers would ask, and the possible answers to give them. Working with the bank, we helped them to interact with their customers.

The most valuable feature was how the solution helped us to prioritize tasks. We get a lot of responses and customer complaints on a daily basis. LiveAgent helps us to group our chats or complaints we get based on the day, the hour that we got them. Some customers have similar complaints, so it helps to group according to their complaint. If we have 100 complaints from customers, 10 of the complaints might be on a particular topic, another 10 might be on another topic, another 10 might be almost the same complaint. So, we group them accordingly and it's very easy for us to answer.

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to.

There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

I've been using the solution for over six months now.

The solution is very reliable.

There was one situation where I needed technical support for LiveAgent. My boss contacted their technical team and received a prompt response. They checked on their end to determine what was wrong, but they discovered the problem was with our internet service provider. Their technical support team was professional.

Learning the solution was easy. When I started using LiveAgent, I wasn't even familiar with it. When I was onboarded to the company, my superior just had to put me through a day of training. He had to show me some things, and immediately when I started using it, I started finding my way around. It wasn't so complex. The company would also use Zendesk LiveChat, and I've forgotten it. It was not so easy for me to adapt. But with LiveAgent, I was able to find my way around it easily. 

I would rate the solution an eight out of ten. My experience with LiveAgent so far has been a seamless one. The features on the app, on the product, are very easy to use, very direct, and straightforward. I would advise any company to use it, and a virtually based company can also use it. LiveAgent is something you can work around on your own. You won't need too much support to learn how to use the product. It's effective, and they have a very good support team that is always prompt in their response.

We are a real estate management company and act as property managers on behalf of apartment owners. We have our own platform for data storage which covers contracts, finance, maintenance, etc. and we are constantly trying to increase the information on our database. We are considered premier customers of LiveAgent and receive early updates from the company. I am head of process management at our company. 

The system provides email and a chat function. It has many features which you can choose to implement as well as service level optimization which is a good feature. 

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system.

I'd like to see an improved  API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update. 

I've been using this solution for three years. 

The solution is quite stable although it can be a little slow on some days. We've had a few times when the program hasn't worked but those were minor interruptions. 

It's a scalable soluton. You can have as many agents and departments as you like - there are no limits. We don't host the solution so the results are coming from the live agents. There are 35 agents using this product in our company. It's our main solution and is used every day. 

The technical support is quite good and they're helpful. If you go to liveagent.com they provide live support and you get fast feedback about your account. They check if the problem is on their side or ours, and solve things quickly. 

The initial setup is very easy. You just put in your phone number and email address and you're ready to go. The optimization is simple to understand. You can display quite a lot which can seem a little complicated until you understand what you're doing. The first implementation was done externally and it took maybe an hour or two so it's pretty quick. If your goal is to have it as an email program and a ticket station, you can be ready to go in 20 minutes. 

I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution. Every email, every phone call, contact with live agents and optimization costs. 

I would rate this solution an eight out of 10.