LiveAgent Review
LiveAgent excels in customer support with multichannel integration and customization. Strengths include ticketing system and live chat. Areas for improvement: mobile app functionality and reporting features. Pricing may be high for small businesses.
Visit siteWhat we love:
Ticket Management
Robust ticketing system with customizable fields, tags, and prioritization. Efficient handling of customer inquiries.8/10
Knowledge Base Management
Decent knowledge base features. Easy to create and organize articles, but lacks advanced search capabilities.7/10
Automated Workflow and Routing
Strong automation capabilities. Rules-based routing and workflow management streamline ticket handling and improve efficiency.8/10
Reporting and Analytics Review
We found LiveAgent's Reporting and Analytics features to be comprehensive and user-friendly. The dashboard provides a clear overview of key metrics, allowing us to quickly assess our customer service performance. We appreciated the ability to generate custom reports, which helped us focus on specific KPIs relevant to our business.
The real-time analytics were particularly useful, enabling us to make immediate adjustments to our support strategy. We also found the historical data analysis tools valuable for identifying long-term trends and areas for improvement.
While the range of pre-built reports is impressive, we occasionally wished for more advanced filtering options. However, the export functionality made it easy to further analyze data in external tools.
Overall, LiveAgent's Reporting and Analytics functionality provided us with actionable insights to enhance our customer support operations and drive better decision-making.
Automated Workflow and Routing Review
We found LiveAgent's Automated Workflow and Routing functionality to be a significant asset for our customer service team. The system efficiently distributes incoming tickets based on predefined rules, ensuring queries reach the most appropriate agents. This streamlines our operations and reduces response times considerably.
The ability to set up complex workflows impressed us, allowing for automatic ticket prioritization and escalation. We appreciate how it adapts to our specific business needs, handling various scenarios with ease.
While the initial setup requires some time investment, the long-term benefits are substantial. The intuitive interface makes ongoing adjustments straightforward, even for non-technical staff.
Overall, this feature has notably improved our team's efficiency and customer satisfaction rates. It's a valuable tool for any business looking to enhance their support processes and maintain high service standards.
Knowledge Base Management Review
We've found LiveAgent's Knowledge Base Management to be a robust and user-friendly feature. It allows us to create, organize, and maintain a comprehensive repository of information for both our agents and customers. The intuitive interface makes it easy to add, edit, and categorize articles.
We appreciate the ability to set different access levels, ensuring sensitive information remains internal while making other content publicly available. The search functionality is powerful, helping users quickly find relevant information.
The analytics provided offer valuable insights into which articles are most viewed and helpful, allowing us to continually refine our knowledge base. Integration with the ticketing system is seamless, enabling agents to easily insert relevant articles into responses.
While mostly impressive, we've noticed occasional lag when updating large numbers of articles simultaneously. Overall, LiveAgent's Knowledge Base Management significantly enhances our support capabilities and customer self-service options.
Ticket Management Review
We've been using LiveAgent's Ticket Management system, and it's proven to be a valuable tool for our customer support team. The interface is intuitive, allowing us to efficiently process and categorize incoming tickets. We appreciate the customizable views and filters, which help us prioritize urgent issues.
The automation features, such as ticket routing and auto-responses, have significantly reduced our response times. We find the ability to merge and split tickets particularly useful for complex customer inquiries.
While the system is robust, we occasionally encounter minor glitches when dealing with high ticket volumes. However, LiveAgent's regular updates have addressed most of our concerns.
Overall, we're satisfied with the Ticket Management functionality. It has streamlined our support processes and improved our team's productivity. We recommend it for businesses seeking an effective customer support solution.
Customer Communication Review
We recently implemented LiveAgent's Customer Communication features in our support department. The multichannel inbox impressed us, consolidating emails, chats, and social media messages into one streamlined interface. This unified approach significantly boosted our team's efficiency.
The real-time chat functionality proved particularly valuable, allowing us to address customer concerns promptly. We appreciated the customizable chat widgets, which seamlessly integrated with our website's design.
LiveAgent's email management tools also stood out, with features like automated responses and ticket routing enhancing our workflow. The social media integration was robust, enabling us to monitor and respond to mentions across various platforms effortlessly.
While the learning curve was steeper than expected, the comprehensive knowledge base and responsive support team helped us overcome initial challenges. Overall, LiveAgent's Customer Communication functionality has markedly improved our customer interactions and support processes.
Basics |
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| Ticket Management create, assign, and track customer support tickets |
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| Knowledge Base centralized repository of support articles and FAQs |
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| Multi-Channel Support manage tickets from email, chat, phone, and social media |
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| SLA Management set and monitor service level agreements |
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| Reporting and Analytics generate insights on support performance and trends |
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| Customer Portal self-service area for customers to submit and track tickets |
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Advanced |
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| Automation Rules automate ticket routing, responses, and escalations |
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| AI-Powered Chatbot provide automated responses to common queries |
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| Sentiment Analysis analyze customer emotions in support interactions |
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| Predictive Support anticipate customer issues before they occur |
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| Customizable Workflows create tailored support processes for different scenarios |
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| Asset Management track customer-related assets and their support history |
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Support |
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| Phone Support provide customer support via phone |
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| Email Support offer customer support through email |
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| Chat Support provide real-time support via chat |
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| 24/7 Support offer round-the-clock customer assistance |
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| User Roles and Permissions manage access levels for different users |
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| Onboarding and Training provide resources to help users learn the system |
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Technical |
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| API Support allow integration with other software via api |
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| Third-party Integrations connect with CRM, project management, and other tools |
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| Single Sign-On enable access through existing authentication systems |
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| Customization Options tailor the helpdesk interface and functionality |
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| Data Export export helpdesk data for external analysis |
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| Documentation and Knowledge Base provide comprehensive guides and resources |
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