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It’s hard to please everyone, and most of the time, you end up disappointed. From my own experience, I’ve seen a lot of projects fail when they tried to meet all of people’s needs. But LiveAgent is one of the few tools that can do a lot of different things. Before starting my journey with LiveAgent, I had a very bad experience with another service, which made my hopes very low. To everyone’s surprise, this situation of low expectations led to an amazing experience that beat all chances.
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Now that I look back, my initial doubts were totally blown away by how well LiveAgent worked. Even as I sit here to think about this tool, I am still sure that it is excellent. It’s not typical for me to give platforms too much credit when I review them, but LiveAgent didn’t have many major flaws that I could find. It was no surprise that this made it hard for me to come up with my list of “three things I don’t like” about it.
LiveAgent is the best all-around option because it handles customer service flawlessly, provides excellent chat software, and provides an ideal system for keeping track of issues. My own experience with it has really impressed me and made me believe in its amazing abilities.
LiveAgent Specifications
LiveAgent can be used either in the cloud or on a local server. The cloud-based solution requires zero maintenance and can be deployed quickly. You’ll have more say over your information and system with a self-hosted solution, but it’ll need more technical know-how to get up and running and keep running well.
| Feature | Description |
|---|---|
| Ticketing system | Manage all your customer inquiries from a single interface. |
| Live chat | Offer real-time support to your customers on your website or through a mobile app. |
| Email routing | Automatically route incoming emails to the appropriate departments or agents. |
| Knowledge base | Create and manage a self-service knowledge base for your customers. |
| Call center | Integrate LiveAgent with your existing call center solution. |
| Social media integration | Manage customer inquiries from social media platforms like Facebook, Twitter, and Instagram. |
| Reporting and analytics | Track your team’s performance and get insights into your customer support process. |
| Collaboration tools | Collaborate with your team members on tickets, knowledge base articles, and other tasks. |
| Customizable features | Customize LiveAgent to fit your specific needs with custom fields, rules, and integrations. |
| Visit Website |
What is LiveAgent?
LiveAgent is an online Help Desk solution that is designed for use by e-commerce firms of a size ranging from small to medium. The live chat application, ticket management, online self-service portals, and change and licensing management are all applications that can be used in conjunction with the suite or independently as stand-alone programs.
LiveAgent review: Ease of use
LiveAgent is, in my experience, one of the best customer service desk systems I’ve ever used because of its innovative features, intuitive design, and ease of use. LiveAgent is almost the clear winner. To provide its users with an outstanding experience, LiveAgent provides features that cover nearly all of their possible needs and then some. To begin, I really appreciate how streamlined and current the user interface is. The creators behind LiveAgent truly taken their time to create a platform that is both aesthetically pleasing and simple to utilize.
In point of fact, they went so far as to implement the task tabs design concept that I lauded Zendesk for having. When it comes to navigation and task management tools, this is exactly what I’m looking for. Everything in LiveAgent is geared toward making it simpler for you to deliver customer care, handle the requests that come in from your IT team, monitor your progress, and expand your knowledge base. They even incorporated functionality that I’ve only seen before in more powerful customer relationship management platforms, such as administration of audio and video call traffic.
LiveAgent review: Features
LiveAgent provides a number of capabilities that may be utilized to engage with clients and ensure that all members of the support staff are on the same page. The program gives you the ability to install a chat box or an email ticketing system on the website or mobile app that you use for your company. You may have the ability to simply create several chat boxes or email accounts for various departments, depending on the plan that you have purchased.
LiveAgent makes use of a ticketing system that is straightforward yet efficient. You have the ability to set up auto-routing for tickets to ensure that support requests are never overlooked. In addition, you have the ability to put a cap on the amount of tickets, chats, and phone conversations that can be assigned to a single agent at one time. At the level of the agent or department, ownership of tickets can be transferred, and tickets can also be transferred between owners. LiveAgent has the capability to automatically forward support queries from returning customers to the same agent who assisted them with their prior inquiries into the product.
LiveAgent review: Support
LiveAgent offers professional support by phone, live chat, and email 24 hours a day, seven days a week. Besides that, there is an incredibly thorough online help site that can be used. We were glad to see a link at the very top of the gateway that led to the new “live status” page. This page said that the network had been up and running for ninety days, unless you were using LiveAgent’s data centers in New Jersey.
We were very happy about this. The Knowledge Base also has some very helpful articles in the “Getting Started” section. For example, the piece we just talked about about the limits on subscription plans is one of these. There is a similar one for people with the free plan, as well as a helpful video tour that walks you through the basics of the site, like how to add live agents.
The Knowledge Base also has a special video section with step-by-step instructions on how to do common tasks like adding live chat buttons, departments, and email themes. The ‘Tech Support’ area is especially big, with about 500 articles that cover things like how to add plugins, basic tips and tricks, and how to set up different LiveAgent features. Check out the “Awards and Certificates” area to see how LiveAgent compares to other help desk companies.
LiveAgent review: Security
LiveAgent hasn’t lagged either. They claim to use’renowned’ data centers with 24-hour surveillance, cameras, and biometric locks. All LiveAgent servers are hosted in Tier IV or III+, PCI DSS, SSAE-16, or ISO 27001 facilities. The data centers are in the US, Asia, and Europe, however you can keep your data in Europe to comply with GDPR. Their price website says all accounts are SSL-secured to protect your info. LiveAgent’s extensive knowledge base revealed that load balancers encrypt data in transit using TLS 1.2.
Resting database backups are encrypted. Not all data in ‘active’ databases is encrypted, but the KB article states passwords and login credentials are. According to LiveAgent’s Security and Privacy Policy, you can increase security by restricting Agent panel access to specified IP address ranges, such as business network addresses. On the same page, LiveAgent says they identify vulnerabilities with third-party security experts. No links to outside audits appear to support this, so customers must take their word for it.
Final Words
LiveAgent has been a great helpdesk solution for firms looking to streamline customer assistance across phone, email, and live chat, in my experience. I was immediately impressed by their free plan, which was more than enough for small enterprises like mine. I found their paid plans affordable, making them accessible to more companies. I want to point up two areas where LiveAgent could improve.
First, more affordable social media support and chat-to-SMS functionality would be wonderful. While not essential, these capabilities could improve the platform’s adaptability. A LiveAgent strength is its efficient ticket auto-routing technology, which routes client inquiries to the proper teams without issue. In managing the frequently overwhelming volume of consumer demands, this has been invaluable. LiveAgent also excels in coordinating support agents to provide constant, high-quality assistance.
LiveAgent review: The Good and Bad
LiveAgent is an efficient and dependable helpdesk solution for businesses that wish to provide support via phone, email, and live chat. Because it has capabilities like auto-routing and back-end coordination, having a large number of support agents is ideal for using this software.
The Good
- Great pricing options
- Intuitive design
- Unique features
The Bad
- Lots of gray in the color palette
- Social integration is a little pricey
Questions and Answers
Because of the application, we have been able to enhance the management support elements. Our customer service representatives find it very straightforward to use on a day-to-day basis; the user interface is visually intuitive, and the use of color coding makes it simple to determine which tickets require attention and when.
The management of customer interactions and engagements across several channels, including live chats, phone calls, social media platforms, and emails, is incredibly straightforward.When utilizing LiveAgent, it is feasible to cultivate robust and long-lasting relationships with one’s clientele.Using LiveAgent makes it easy to organize, manage, and respond to inquiries and requests from customers.