LiveAgent

Großartiger Kundenservice beginnt mit einer besseren Helpdesk-Software.

Gesamtbewertung

4,7 /5
(1.329)
Preis-Leistungs-Verhältnis
4,7/5
Funktionen
4,6/5
Bedienkomfort
4,5/5
Kundenbetreuung
4,7/5

97%
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1329 Bewertungen

Cynthia
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 8.0 /10

LiveAgent

Bewertet am 19.12.2022

Vorteile

Sehr gute Chat Software. Keinerlei Probleem bisher.

Nachteile

Bisher alles bestens. Keine negativen Erfahrungen gemacht.

Antwort von QualityUnit

Hi Cynthia! Thank you for your review!

- LiveAgent Team

Muntaser
Gesamtbewertung
  • Branche: Biotechnologie
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Wöchentlich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

einer der Besten Chat Tools

Bewertet am 21.3.2023

Zufrieden

Vorteile

breite Auswahl an Funktionen und Features

Nachteile

GUI ist so richtig nutzerfreundlich und

Federico
Gesamtbewertung
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

B2B portfolio management

Bewertet am 31.3.2020

I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.

Vorteile

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale.

All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone.

The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.

We can set up our own ticket and contact fields, so we can manage the software as we need to.

Finally, the biggest beneficiary is our client, who receives a better service.

Nachteile

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Antwort von QualityUnit Übersetzen auf: Deutsch

Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)

Sarah
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

LiveAgent is professional for agent and customer

Bewertet am 19.6.2022

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.

Vorteile

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.

Nachteile

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.

Antwort von QualityUnit Übersetzen auf: Deutsch

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 support@liveagent.com at any time! :)

André
Gesamtbewertung
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

LiveAgent Review

Bewertet am 26.1.2023

Overall, I'm really impressed with LiveAgent. It's been a great investment for our customer service team and has definitely helped us improve our customer experience. The 14-day free trial was also really helpful in getting us started with the platform. I highly recommend it.

Vorteile

it's been a lifesaver for our customer service team. The shared inbox feature makes it so much easier to manage all of our communications in one place and the social media integration is a huge plus. The call recordings and unlimited ticket history also make it easy to keep track of customer interactions. Overall, it's a really user-friendly platform that's made our customer service operations so much more efficient.

Nachteile

One downside I've found is that the reporting feature could use some improvement. It's a bit difficult to get the data I need in the format I want, but it's not a deal breaker by any means.

Antwort von QualityUnit Übersetzen auf: Deutsch

Thanks for the positive feedback, André! We're thrilled to hear that LiveAgent has been a great investment for your customer service team. It's always great to hear that our platform is making a positive impact on our customers' businesses.

- LiveAgent Team

Alberto
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Mediocre lifecycle management

Bewertet am 23.11.2021

It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Vorteile

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Nachteile

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots.
This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

In Betracht gezogene Alternativen

Zoho Desk und Zendesk Suite

Gründe für den Wechsel zu LiveAgent

price affordable and worthy features

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience.
We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term.
All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.

Alyssa
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

LiveAgent is a great help to our support

Bewertet am 11.1.2023

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.

Vorteile

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.

Nachteile

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.

Antwort von QualityUnit Übersetzen auf: Deutsch

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

Lipakshi
Gesamtbewertung
  • Branche: Konsumgüter
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Surpassing,superlative and startling Help Desk software.

Bewertet am 23.1.2023

Enahnce great process of lead generation.LiveAgent increases customer satisfaction.This tool streamlines and accelerates sales process.

Vorteile

LiveAgent is a very intuitive,user-friendly and easy to understand and use Help Desk software.This tool ensures that we can seamlessly interact and engage with our customers in real-time and thanks goes to LiveAgent Live Chat feature.This tool also integrate better with other Third-party applications.LiveAgent automate customer support process making it fast for customers to receive fast replies to their queries.

Nachteile

I don't experience anything that challenges me while using this amazing Customer Service and Help Desk software because it meets and satisfies all our needs.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hey there! Thanks so much for taking the time to leave a review about LiveAgent. We're thrilled to hear that it's been a great tool for lead generation. Streamlining and accelerating the sales process is exactly what we aim to do with our software, so it's great to hear that it's working for you. Keep up the good work and let us know if there's anything else we can do to enhance your experience with LiveAgent. Thanks for choosing our tool!

- LiveAgent Team

Paul
Gesamtbewertung
  • Branche: Buchhaltung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Customer Service at its best

Bewertet am 16.2.2023

I have been able to respond to my clients questions and hence i now know my company's weaknesses an strengths

Vorteile

Firstly, it is so cheap to deploy and maintain. I have been able to keep track of the chat history of my clients. I like its simple user-friendly interface. I highly recommend this tool

Nachteile

Sometimes it lags, you can try work on that. Everything else works well with me. thank you so much

Antwort von QualityUnit Übersetzen auf: Deutsch

Thank you for your review Paul! We're glad to hear that you find LiveAgent cheap to deploy and maintain.

Regarding the lagging issue you mentioned, it's possible that there could be a variety of factors that could be contributing to this, such as internet connectivity or other technical issues. However, if you continue to experience this problem, it may be worth reaching out to our support team to see if they can provide any assistance or troubleshooting tips.

Thank you again for sharing your feedback on LiveAgent, and I hope that it continues to serve your needs well.

- LiveAgent Team

carol
Gesamtbewertung
  • Branche: Geschäftsbedarf & -einrichtung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Best Customer Care

Bewertet am 19.2.2023

I can now respond to my customer messages in time and hence i have increased my sales

Vorteile

It is so simple to use and maintain. Also, it is cheap to deploy and maintain. Requires less training

Nachteile

Sometime the systems becomes too slow; maybe you can work on that

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello Carol! Thank you for taking the time to review LiveAgent! We strive to make LiveAgent as user-friendly as possible, and we're glad to hear that our efforts have paid off.

Regarding your feedback on the system occasionally becoming slow. Our team is constantly working to optimize performance and ensure that the software runs smoothly, but we understand that there may be occasional issues caused by network or incorrect settings. If you ever experience any further problems, please don't hesitate to reach out to our support team for assistance.

- LiveAgent Team

Marylyn
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Saves resources in a great way.

Bewertet am 12.2.2023

Solving problems of engaging teams , colleagues and customers all in one place. Lively meetings on very clear video conferencing.

Vorteile

Most impacted us on telephony it is so easy in managing calls from any department.Holding live meetings on cloud which enhance flexibility.Helped in solving customer issues as a service desk.

Nachteile

The pop up updates are tiring since they appear while using the application and more so while on the customer Service desk part.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello Marylyn! :) Thank you for your awesome review! We are thrilled to hear that you are finding LiveAgent's telephony function beneficial to your needs and we hope it continues to meet your expectations. Please don't hesitate to reach out to us 24/7 if you have any questions or further feedback.

- LiveAgent Team

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Gastgewerbe
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

Best Software in The Market for Live Chat & Help Desk in your website

Bewertet am 15.2.2023

Vorteile

Live Agent is the Best available Software in the Market for all kind of Live Chat , ticketing features & Help Desk in your website for better user engagement & user experience. It has best features & modules for live chat & instant messaging.

Nachteile

The User interface of the software need to be improved

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello There! Thank you for your review! :) The UI is being impoved with almost every iteration / update. If you have any feedback or see any particular areas for improvements, feel free to drop us a message via chats or email. We are thankful for any information that will help us to improve LiveAgent for our customers.

- LiveAgent Team

Francisco
Gesamtbewertung
  • Branche: Sicherheit & Untersuchungen
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

The software that has changed our relationship with customers

Bewertet am 18.3.2020

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

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Zendesk Suite

Warum LiveAgent gewählt wurde

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

Gründe für den Wechsel zu 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)

Antwort von QualityUnit Übersetzen auf: Deutsch

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 support@liveagent.com should you need any help at all and stay tuned for more updates!

Christopher
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great all in one solution.

Bewertet am 18.3.2020

Overall, we have one product for web, email, chat, and phone support.

Vorteile

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there.

It's very customizable and we haven't found any issues with making it do what we need it to do.

The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started.

They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Nachteile

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

In Betracht gezogene Alternativen

Conversational Cloud und Crisp

Warum LiveAgent gewählt wurde

We found the package of features more substantial and the price was excellent.

Zuvor genutzte Software

Crisp

Antwort von QualityUnit Übersetzen auf: Deutsch

Hi Christopher, thank you for your honest feedback! I am very glad to hear that you have managed to set everything up according to your needs as LiveAgent was developed in a way that each customer can custom the whole automation part and other features to their needs as we understand that business can be different from one to another :) Feel free to shoot us an email at support@liveagent.com with suggestions on improving the UI or any other suggestions you might have! We would be more than happy to pass that on our developers :)

Vanessa
Gesamtbewertung
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Excellent Customer Service & Support and a Tried and Tested System

Bewertet am 19.3.2020

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Crisp und Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Cost, all-in-one solution without needing to pay additional for what should be included services. Features. Their reputation and experience in the industry. They are a well known platform that has been around for a long time.

Antwort von QualityUnit Übersetzen auf: Deutsch

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 support@liveagent.com - we are always open to ideas.

Alfredo
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Huge platform with many possibilties.

Bewertet am 16.4.2021

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.

Vorteile

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.

Nachteile

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.

Antwort von QualityUnit Übersetzen auf: Deutsch

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 support@liveagent.com

Frederico
Gesamtbewertung
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Great cooperation with Liveagent

Bewertet am 6.4.2020

So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

Vorteile

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Nachteile

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

In Betracht gezogene Alternativen

LiveChat und Zendesk Suite

Warum LiveAgent gewählt wurde

The range of features offered by Live agent, as well as the organization provided, the pricing, and, the connection of the Call center as well.

Gründe für den Wechsel zu LiveAgent

They had a great price quality indicators in most of the review websites. In addition to that, I had a very friendly key account manager, which was always ready to provide answer to my questions

Antwort von QualityUnit Übersetzen auf: Deutsch

Hi Frederico,
Thank you very much for such an excellent review. We are so pleased that LiveAgent continues to be the right fit for you and your company after more than two years! Our team is happy to hear you have been satisfied with the support and that we have been able to take care of any issues along the way. Stay tuned for more updates coming your way to make LiveAgent even better. Happy to have you on board!

Jesper
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Incredible value for money

Bewertet am 22.12.2022

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Dixa und Zendesk Suite

Warum LiveAgent gewählt wurde

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.

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Price was 5x lower for same/ comparable product

Antwort von QualityUnit Übersetzen auf: Deutsch

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

Mariana
Gesamtbewertung
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

International Omnichanel Travel Agency

Bewertet am 26.3.2020

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.

Vorteile

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!

Nachteile

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.

In Betracht gezogene Alternativen

HubSpot CRM und Zendesk Suite

Gründe für den Wechsel zu LiveAgent

Because of the features, the cost per agent, the support team and the adaptation to our business.

Antwort von QualityUnit Übersetzen auf: Deutsch

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!

Alissa
Gesamtbewertung
  • Branche: Fluggesellschaften/Luftfahrt
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Easy to navigate with great support

Bewertet am 16.6.2020

I found the transition to Live Agent desk to be very easy and user-friendly. This product is an essential tool for my team. It allows us to easily see which tasks/tickets are urgent, require a follow-up, and the customizable tags help to create an efficient workflow.

Vorteile

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

Nachteile

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hi Alissa,
Thank you very much for your kind feedback. It's amazing to see that LiveAgent has been the right fit for you and your company and that it was easy and smooth to get used to working with it. We are constantly working to further improve and enhance the software so stay tuned for more updates and don't hesitate to contact us if you ever need assistance - we are available 24/7!

Ioan
Gesamtbewertung
  • Branche: Freizeit, Reisen & Tourismus
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Great Ticketing Software, even better Customer Service!

Bewertet am 13.4.2020

Vorteile

The things that stand out to me about LiveAgent are the automation tools we have access to even with the basic plan. It's helped our support team get organized while scaling our team and handling a surging volume of customer inquiries.

The technical support we receive is literally instant, and i've only had to go through their chat service to get problems solved. Super easy and each time I speak with one of their agents I learn something new.

Nachteile

There are so many features, that sometimes I don't realize some of the amazing tools available to me. I guess you can't call that a con though. The one thing that I'm missing is an undo button when replying to emails.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hi Ioan,
Thank you very much for such an excellent review. It is amazing to hear that LiveAgent has been the right fit for you and your company. Customer satisfaction is our number one priority and we are pleased to hear that any issues have been addressed quickly and smoothly. You are absolutely right, there are so many features that are worth exploring - feel free to contact us at any time and we can show you what else there is! Until then, take care and stay safe!

Becky
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Revolutionising Customer Service

Bewertet am 6.2.2020

Since we started using Live Agent we have been able to analyze the reasons why customers are contacting us and develop more efficient working practices by using customized auto-responders.

Vorteile

The thing I like most about this software is the Tagging, which allows us to quickly see the reason why the customer is contacting us, Live Agent can pick out words from a customers email and reply with our custom made auto-responders which answer our most frequently asked questions. This cuts down on the time spent answering individual queries and gives customers the answers they need extremely quickly.

Nachteile

There is nothing that I like least about the software, it makes communication with our customers incredibly easy and efficient.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hi Becky,
Thank you for the amazing review! We are pleased to hear that you are not only using LiveAgent to make customer care quicker and more efficient but that you are looking for ways to utilize it to its maximum potential. We are certain your agents appreciate the decreased workload LiveAgent can take off their hands :)

Matthew
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: Selbstständig
  • Monatlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 4.0 /10

Big Player, But Why?

Bewertet am 17.6.2021

Overall, it's been mostly negative. They have the feature set present to do something truly wonderful with the platform, but the design and execution of the product itself make LiveAgent one of the worst platforms I've worked with.
As I mentioned above, I don't think there has been a major update of the platform in years and it's long overdue for one, so I'm not sure what they're doing, nor could I, in good faith, recommend LiveAgent to anyone else when there are so many other options to choose from.

Vorteile

I have to give credit where credit is due, LiveAgent offers a ton of features for a tool in this space. I have used other solutions and have been underwhelmed by their offerings and find myself still attracted to LiveAgent's feature set - so why the bad rating?

Nachteile

Because it feels as though LiveAgent has been abandoned. I can't recall the last major update. It feels as though they are perfectly comfortable with where they are and aren't looking to really change or shake things up.
The UI is...okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
On top of that, the widgets and offerings of the platform are extremely outdated. The end result is something I would expect to see on the AOL site with my dial-up modem. I mean, even if you're not going to make massive overhauls to the platform (which they most definitely need to), at least keep it looking relevant for today's market - the reason I've had to drop it and settle elsewhere is for this very reason. When you deploy widgets on your site, they become an extension of your brand - and I hold myself to a higher standard; there is no way I would be caught dead with an AIM style interface on my modern site.

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello Matthew, thank you for your honest feedback. I am really sorry to hear that you have not been satisfied with our software. Our team is working hard every day to keep improving LiveAgent. We have a large team of developers focusing on different aspects of our software, but I understand that, in some cases, it might not be fast enough. You can find our changelog here https://dev.ladesk.com/ to see when and what has been released in each version of LiveAgent. As to the widgets, I am very sorry that you were not able to find a widget to your own liking. In case you would decide to give LiveAgent another try, you are always able to create your own widgets by uploading an HTML code. Our own widgets can be customized using CSS codes. Please know that our support team is here for you 24/7 and we would be happy to get in touch with you to discuss your needs and doubts in detail.

Sergey
Gesamtbewertung
  • Branche: Internet
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

I like Live Agent as a product and environment for the work of the support team.

Bewertet am 21.3.2017

Pros:

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

What could be improved:
poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Vorteile

easy-to-use and simple interface
flexible test system and automation
good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect)
Help Desk, online chat, ticket system for users and knowledgebase in one place
mobile app

Nachteile

poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.
It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype
add an opportunity to specify links in the additional field of the ticket, not only text
expand chat settings (set animation as optional, personally I would like to disable it)

Angus
Gesamtbewertung
  • Branche: Logistik & Lieferkette
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

The Help Desk My Business Needed

Bewertet am 5.8.2022

LiveAgent has helped my business grow and improved our communications with customers drastically. I'm very lucky to have found it.

Vorteile

LiveAgent has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website.

Nachteile

The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world.

In Betracht gezogene Alternativen

Zendesk Suite

Zuvor genutzte Software

Zendesk Suite

Antwort von QualityUnit Übersetzen auf: Deutsch

Hello Angus! Thank you for giving us a 5-star review :) Glad to see that LiveAgent is helping you to respond to customers in a timely manner.

- LiveAgent Team