Markcomm Pitch

Overview

Live Agent is an online live chat platform for e-commerce businesses at the small and middle levels. It comes with features like a chat application, ticket management, online self-service portals, and change and license management. These can be available in-suite or standalone applications.

Live Agents also offers many CRM applications like marketing and sales force automation and various third-party software companies.

LiveAgent is fully featured multi-channel help desk software which has more than 170 help desk features like live chat, email management, phone assistance, social media integrations and API. Big brands like BMW, Yamaha , Huawei and Forbesfone have opted for LiveAgent to provide an absolute customer satisfactory experience to 150million end customers in the world. Become a part of the LiveAgent family and enjoy competitive advantages. Get a 14-days free trial without any credit card or contract.

LiveAgent provides you with simplified customer communication management and establishes seamless integration of all the call center functionalities transformed into one multi-medium help desk platform. LiveAgent offers you single stage centralization of all the calls from different channels like website and landline. The software gives you access to select your VoIP provider, connect limitless local and SIP trunk numbers, document calls, route and record calls. LiveAgent commits exceptional customer service experience for your customers. Get your free trial now without any credit card.

Screenshot

LiveAgent

Features

  • Account Management
  • Agent Interface
  • Alerts / Escalation
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Automated Routing
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Email Distribution
  • Email Management
  • Employee Activity Monitoring
  • Event Triggered Actions
  • Forms Management
  • Full Text Search
  • Inbound Call Center
  • Issue Tracking
  • Network Monitoring
  • Negative Feedback Management
  • Caller ID
  • Caller Profiles
  • Customer Complaint Tracking
  • Customer Engagement
  • Customer Segmentation
  • Multi-Channel Communication

Specifications

  • Deployment: Cloud Based, Web Based, SaaS Based, iPhone / iPad, Android

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

LiveAgent Users

Available Support

  • Email
  • Phone
  • Live Support

Language Support

  • English

Company Details

  • Company Name: QualityUnit

  • Headquarter: Slovakia

  • Full Address:

Reviews

Overall: The customer support team for LiveAgent has been excellent, helping work through our needs and how LiveAgent can meet those. The application has helped us improve our management support items.
Pros: For day-to-day use, it is very intuitive for our client services team; the interface is visually intuitive, with colour coding that makes easy to see which tickets need attention and when. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.
Cons: Some basic features are not yet included; e.g. instead of responding to an individual message, you have to forward that message, and choose all the recipients again. However, I’ve noticed that new features are available often, and I am confident inconveniences such as this will be resolved with time.

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Overall: Our agents’ productivity and overall satisfaction with our customer service have been negative for some time. So, we have decided to upgrade our system, and after a little bit of searching, we have found LiveAgent. Since then, our customer satisfaction has been higher than ever, and our employee feedback has improved as well.
Pros: Apart from all the features that LiveAgent provides, one of the best ones we haven’t used in our company before is live chat. Our customers have repeatedly requested and were always surprised and disappointed that we are not using it. Since we have implemented chat on our website, our satisfaction score is higher, and we have much happier customers.
Cons: The customizability is somehow limited, but you can create your own design by implementing the CSS code. It’s not too difficult, but it does require a person with a bit of coding experience. But even then, customer support is always there to help.

Read Full Review Here

Our agents’ productivity and overall satisfaction with our customer service have been negative for some time. So, we have decided to upgrade our system, and after a little bit of searching, we have found LiveAgent. Since then, our customer satisfaction has been higher than ever, and our employee feedback has improved as well.

Pros

Apart from all the features that LiveAgent provides, one of the best ones we haven’t used in our company before is live chat. Our customers have repeatedly requested and were always surprised and disappointed that we are not using it. Since we have implemented chat on our website, our satisfaction score is higher, and we have much happier customers.

Cons

The customizability is somehow limited, but you can create your own design by implementing the CSS code. It’s not too difficult, but it does require a person with a bit of coding experience. But even then, customer support is always there to help.

Read Full Review Here

I have been using LiveAgent for a couple years and find it an excellent choice, you will be able to easily keep tabs on clients. If you work with a team it brings many gamification badges and all kinds of professional ticket routing features. It also includes many reporting features which are important to keep tabs on how your team and clients are working. LiveAgent also includes many automation possibilities through both no-code SaaS such as Zapier and their own API/Webhooks and Rules automations.

Pros

I mostly use LiveAgent to keep email tickets for my support contracts. However I can see the huge potential it brings as a full-fledged, omni-channel helpdesk platform. LiveAgent will let you pick and choose which features you use. For example, you can use their live-chat widgets, or you can connect a voice ip line to take calls. It can even handle contact forms. In any case, client information will be readily available for a better support experience.

Cons

As functional as the web platform is, they are a bit stagnant on modern working life. For example, logging into two browsers will close the session on one side, and their mobile App on iOS doesn’t send notifications if you are AFK on your computer. The app is not very friendly. Knowledge base pricing seems a bit high for what I believe is a very simple feature.

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It helps me get organized on a daily bases. It also helps me to have a global view on the work I still have to do, and on the emails I still have to answer.

Pros

Live Agent is very intuitif and easy to use.

Cons

Sometimes it is a little bit slow.

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