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 1.280 opiniones de usuarios de Capterra.

¿Ha utilizado LiveAgent antes?

Comparte tu experiencia con otros compradores de software.

Filtrar opiniones (1.280)

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 3 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

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

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 hace 2 meses 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

Respuesta de QualityUnit - LiveAgent

el mes pasado

Hello Geovanny! Thank you for your review! t's always great to see our tools make a positive impact for our customers. If you have any additional feedback or suggestions for how we can improve, we'd love to hear it. Thanks again for your review. :) - LiveAgent Team

Carlos Andres
Operario en España
Logística y cadena de suministro, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Chat clientes

4,0 la semana pasada Nuevo

Puntos a favor:

La función de poder grabar y almacenar las llamadas recibidas de los clientes es la mas importante, me ha permitido dar una mejor asistencia a la resolución de las incidencias.

Contras:

Es un software muy completo hasta el momento se adapta bien a a las necesidades.

Respuesta de QualityUnit - LiveAgent

la semana pasada

Hi Carlos! Thank you for your awesome review! Glad to have you with us! :) - 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 3 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 3 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

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

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

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

Miguel
Miguel
Qa tester en España
Usuario de Linkedin verificado
Telecomunicaciones, 201-500 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Atención al cliente

5,0 hace 2 semanas Nuevo

Puntos a favor:

LiveAgent es una herramienta de atención al cliente excepcional que ofrece una amplia gama de funciones para ayudar a las empresas a mejorar su servicio al cliente.

Contras:

En ocasiones deja que desear algunas funcionalidades

Respuesta de QualityUnit - LiveAgent

la semana pasada

Hello Miguel. Thank you for your feedback. Happy to see that you enjoy the wide range of features that LiveAgent offers. If there are any particular ones that you are missing, please let us know at [email protected] - 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 4 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.

Respuesta de QualityUnit - LiveAgent

hace 4 semanas

Hello Laura! Thank you for taking the time to share your positive experience with LiveAgent! We're thrilled to hear that it stands out as one of the simplest and most straightforward help desk support tools you've used. We strive to make our platform as user-friendly as possible and it's great to know that we've achieved that for you. - LiveAgent Team

Sara
Sara
Human Resources Generalist en EE. UU.
Usuario de Linkedin verificado
Hospital y atención sanitaria, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

This support desk software is fantastic

4,0 hace 4 semanas Nuevo

Comentarios: The availability of prefabricated responses is wonderful, and using them has allowed me to save a significant amount of time. I also like that I can make new fields to store specific bits of information about my customers.

Puntos a favor:

Using LiveAgent, I can view the cases being worked on by my teammates in real time. LiveAgent has made it easy for me to monitor my team's progress and understand what problems each person is solving.

Contras:

There is no internal chat functionality on the LiveAgent platform. The service has eliminated all chat features save for those between the agent and the customer. This is an essential function, as we rely on third-party applications for data transfer and communication.

Respuesta de QualityUnit - LiveAgent

hace 3 semanas

Hi Sara, Thank you very much for your feedback. We are glad to hear that LiveAgent has been the right choice for you. You are still able to have an internal chat with another agent in the system - simply click on the dot next to their name and start an internal chat. Feel free to contact us in case you would have any questions about it - we are available 24/7!

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

Its OK to start

3,0 hace 2 meses 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.

Alternativas consideradas: Freshdesk y Zendesk Suite

Razones para cambiar a LiveAgent: Price and features

Respuesta de QualityUnit - LiveAgent

hace 2 meses

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

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 4 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.

Respuesta de QualityUnit - LiveAgent

hace 3 semanas

Hello Lilian! Thank you for taking the time to leave a review. It's great to know that our platform is helping you to have a continuity of support even when one of the support staff members is out. As for the customization choices, you might find these articles helpful: https://support.liveagent.com/519426-Customizations If you need any advanced customization, don't hesitate to contact our 24/7 customer support team. We are always happy to help! :) - LiveAgent Team

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 4 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.

Respuesta de QualityUnit - LiveAgent

hace 4 semanas

Hi Alyssa! Thank you for reviewing LiveAgent! We are thrilled to hear that our platform is helping you to interact with your audience and gaining valuable insights into your customers needs. It's always gratifying to know that our tool is helping companies like yours grow and succeed. Keep up the great work! :) - LiveAgent Team

Annie
Team Lead, Customer Success en Chile
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

A Comprehensive and Superior LiveChat Solution

5,0 la semana pasada Nuevo

Comentarios: Overall, our experience with LiveAgent has been very positive. The comprehensive suite of features and integration with our other systems has allowed us to provide a much more efficient customer service experience. We've noticed an increase in customer satisfaction since using LiveAgent and would recommend it to anyone looking for an easy to use and comprehensive chat solution.

Puntos a favor:

LiveAgent has been an invaluable addition to our customer service team. We've been able to provide a much more efficient and comprehensive chat service to our customers. It's easy to use, and the integration with our other systems has been seamless. We've noticed an increase in customer satisfaction since using LiveAgent.

Contras:

The only downside to using LiveAgent is the occasional lag when trying to connect with customers. This has been a minor issue, however, and the customer service team has been quick to address any issues we've encountered.

Respuesta de QualityUnit - LiveAgent

la semana pasada

We at LiveAgent thank you for giving us your trust and kind words while experiencing our helpdesk solution. We strive for our customers success and are very happy to hear that we have assisted in your customer relations.

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

Incredible value for money

5,0 hace 2 meses 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.

Alternativas consideradas: Dixa y Zendesk Suite

Razones para elegir LiveAgent: Need a provider where data was stored in EU only (GDPR / Schrems II issues). Zendesk's price to do this made us re-evaluate providers as it was unreasonably high.

Software anterior: Zendesk Suite

Razones para cambiar a LiveAgent: Price was 5x lower for same/ comparable product

Respuesta de QualityUnit - LiveAgent

el mes pasado

Hello Jasper! Thank you for the awesome review! It's great to hear that you had a smooth onboarding experience with LiveAgent and that you've been able to use the platform without much need for support. We'll definitely take your feedback into consideration as we look to improve the platform. If you have any further feedback or need any assistance, don't hesitate to reach out to us. Thank you again for the review! - LiveAgent Team

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 3 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.

Respuesta de QualityUnit - LiveAgent

hace 3 semanas

Hello Samed! Thank you for your great feedback! Our team is always happy to read such kind and motivating words. Happy to have you with us :) - 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 hace 3 semanas 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.

Respuesta de QualityUnit - LiveAgent

hace 3 semanas

Hi Adriana, Thank you very much for your feedback. It's great to see that you have been satisfied with LiveAgent and the benefits it brings to your customer service. Remember, we are available 24/7 via chat and email in case you ever need any assistance! -LiveAgent team

Samantha
Owner en EE. UU.
Internet, 2-10 empleados
Ha utilizado el software durante: Prueba gratis
Fuente de la reseña

Better and cheaper than other ticketing software

5,0 hace 3 semanas Nuevo

Comentarios: I like the overall functionality of the software very much.

Puntos a favor:

The dashboard functionality is simple and clean looking for viewing. It's definitely better and affordable compared to other ticketing software that I've tried.

Contras:

Haven't figured out how to create alias emails for department created.

Alternativas consideradas: Zoho Desk

Razones para elegir LiveAgent: Easier to use and cheaper and it provides more than front currently offers.

Software anterior: Front

Razones para cambiar a LiveAgent: Easier to use and cheaper and it provides more than front currently offers.

Respuesta de QualityUnit - LiveAgent

hace 3 semanas

Hello Samantha. Thank you for your review of LiveAgent. We're glad to hear that you find our LiveAgent user-friendly and cost-effective compared to other ticketing software. As for alias emails, our support team would be more than happy to assist you in figuring out how to do this, please don't hesitate to reach out to us via chats or email. - LiveAgent

Alfredo
Alfredo
Director en Panamá
Usuario de Linkedin verificado
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Huge platform with many possibilties.

5,0 hace 2 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Respuesta de QualityUnit

hace 2 años

Hi Alfredo :) thanks a lot for your kind and honest feedback! We are thrilled to have you with us. We want to be the best on the market and our team is taking notes of any suggestions for improvement via chats on our website or via email at [email protected]

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! :)

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

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.

Alternativas consideradas: SherpaDesk y Spiceworks

Razones para elegir LiveAgent: Better features in Live Agent. Room to expand. And we were frustrated with Teamviewer getting in our way more times that necessary.

Software anterior: TeamViewer

Razones para cambiar a LiveAgent: Price and features

Respuesta de QualityUnit

hace 11 meses

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

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 8 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 8 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! :)

Francisco
technical director en España
Seguridad e investigaciones, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The software that has changed our relationship with customers

5,0 hace 3 años

Comentarios: LiveAgent has been a major change in our company. We have tried other solutions before, including some free ones, but none has been as good as LiveAgent. Not everything is perfect, but the positive is a lot. Clients have congratulated us on the technical support and consultation service, and clients are the most important thing to us. I think that LiveAgent has managed to improve our image and has achieved a better opinion of our brand and our company

Puntos a favor:

The positive points are many but the main ones are - Excellent technical attention (they attend quickly to any consultation) - Easy to manage - Supports multiple languages - Quite configurable - Complete options for technical support - We have managed to integrate some other services - Everything is customizable: emails, answers, FAQs, etc - The email response system is almost instantaneous and works perfectly

Contras:

Some negative points or points that need improvement: - Some customization options are missing - The database of frequently asked questions needs to be improved - We've never managed to use live chat - When you answer a ticket or message, you are not allowed to record the screen to automatically attach a video or audio explanation (this would be a great feature). We have to record it with other software and attach it there - The aesthetics of dashboarding are still a little old - A web widget is missing (not wordpress) - The configuration of the emails is not very intuitive

Alternativas consideradas: Zendesk Suite

Razones para elegir LiveAgent: We changed because there were failures. Sometimes the emails never arrived, or our responses were spammed. Other times, it was a problem of limited functionality

Razones para cambiar a LiveAgent: The prices are very expensive because to the base price you have to add a lot of complements that add up and add up, raising the price a lot. It seems to be a good platform but, besides, it has never answered several queries we made before paying (it seems that trial users are not served but we can't risk not being served either when we pay)

Respuesta de QualityUnit

hace 3 años

Hi Francisco, Thank you very much for your honest feedback. We are glad to hear LiveAgent has been able to make your day-to-day work life a little easier. That said, we are aware no software is ever truly perfect - our team works hard every single day to further enhance and improve the software to truly match every need on the market. Don't hesitate to send us an email at [email protected] should you need any help at all and stay tuned for more updates!