QualityUnit

LiveAgent

4.5 / 5 234 reviews

Who Uses This Software?

Anyone from small startups or one man operations to large scale businesses with main focus on SMB.


Average Ratings

234 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month/user
  • Pricing Details
    2 Agent Seats included in all plans.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • QualityUnit
  • www.ladesk.com/
  • Founded 2004
  • Slovakia

About This Software

LiveAgent is the Most reviewed and #1 Rated help desk software for SMB. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Join them and get a competitive advantage. Start with a 14-Day trial, no credit card needed, no contracts. LiveAgent is a feature rich multi-channel help desk software with 170+ help desk features including live chat, phone support, social media integrations, support portal and API.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

It takes a lot of getting used to. Some things are still hard to navigate through.

Jun 06, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Majority of my work load was on the home page so it was easy to customize it to just show up there as soon as I turn on my computer.

Cons: Unable to understand where most things are. Going back and forth looking for something quite simple

Overall: Being able to complete emails at ease

Live Agent Rocks

Jun 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Feature-rich. affordable. Connects easily with social media accounts. Excellent merchant support. We are delighted with the software and service thus far!

Overall: Better staff accountability, more robust chat features, able to connect with social media accounts to reduce strain on marketing.

Easy to use, simple design, great support!

Jun 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Customer ticket support, knowledgebase, helpdesk webpage easy to design and an extensive agent menu combined in one software, nothing more to say!

Overall: Everything combined in one product!

Nice

Jun 01, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: IT does it's job good, its fast and has enough features. I would like to get updated on this features as well.

Cons: The chat has no auto-correct or doesn't allow the auto-correct of the browser to kick in.

Just the best there is...there are only pros in my mind.

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: I have tried all the various help desk solution. Bar none, LiveAgent is the best and the best in terms of support and responsiveness. In my books, it is truly the best customer service management system available. Full featured, everything you need to offer support to clients/customers. Chat, Video, Phone, Email, Support Port, the works!!!!. All the features of LiveAgent meet all the needs for delivering an efficient customer service experience It means I am offer top notch customer support.
To top it all off, customer support from LiveAgent is top notch. All my questions are always answer promptly and including all the relevant info needed. No issue gets unsolved or unanswered. The staff at LA cares about their clients and have bent over backwards to help me to be able to provide support solutions for my new business directory project.
I would wholeheartedly recommend their services and or software to anyone that's looking to take their customer service for their business to a whole new level.

Overall: The ability to offer superior customer support to my clients. It allows me to have more than one way to encourage interaction from my clients....which is important for me to improve and give the service I want.

Not an easy to use helpdesk, but loads of features cover all that

May 24, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Multiple features and possible integrations with social media
Own server sending replies to the customers, no need to think whether it may appear in spam
Great support
Looks great:)

Cons: Not a cheapes solution on a market
Not easy to set it up in the beginning
Pretty difficult to understand the manuals and instructions

Easy to use and administer

May 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: For us, it´s the best way how to start with online chat with our customers, potential customers or public. This system are very summary (in online and offline status), basic, statistic and other overview and settings are useful for beginners and also for professionals. Very best are rating of operators (badges), performances, ...

Next mobile app for Android, export to .csv, overview and work with operation account,.. .Regarding of all settings - I think that we use 20-30% of tools, what this system offer.

Customer support are, i think, the best from all of the online chat provider. They have a solution for maybe for all substandard billing requirements ever.

Cons: Only three things.

1. User Access - only operator and administrator
2. Overview of news - I miss the space for inside news
3. Responsivity of website

Easy Peasy Lemon Squeasy

May 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Very easy to setup and integrate with a simple cut n paste in footer, no software to install and load time lag in chats

Cons: The offline messaging is somewhat disconnected, would be nice to be more like intercom style chat where its offline, but its more like a text where you still send a text message and wait for them to get back online, more like traditional text messaging or skype, who cares if we are offline, it could still be just as easy to ask a question

Overall: instant communications with customers

Amazing solution, everything you could wish for thankyou

May 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Very powerful it's amazing,!
It does a lot reliably which at the end of the day is everything you could hope for.
Actually, I'm going to repeat that because it is worth repeating:
It does a lot seriously check it out.
It's very reliable and trouble free.
Support staff are lovely, really polite, intelligently responsive and "on it"
This does everything I could wish for, it's just a big problem solver.
Seriously well-done guys very happy with this

Cons: Nit picking reall - set up could be a little bit more intuitive, but it's very powerful and I never have time to read instructions so there are no real cons, I'm very happy, no complaints at all, it's an awesome solution

Overall: Suppport, pre sales, FAQ, lead capture

it fits nicely if you have basic needs

May 19, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I personaly like the tag system for tickets (though the the filters to get valuable information from it is extremely rare and hard to apply).
The widget for chat and ticket buttons are just awesome (few other helpdesk softwares offer that).

Cons: the reports are less informative than others i've seen. it doesn't fill my needs for analysis. i'm unable to know, for example, what chats a single agent have performed with a filtering by agent. i have many other examples.

Great experience, user friendly and great support and development.

May 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: User friendly for our agents, easy installation, I love the mobile app and the ease of use and mobility our agents have.

Cons: I don't really have any cons, we have seen how the software has evolved always taking into account the user feedback.

Overall: My customers are super happy.

An easy & effective way to enhance customer satisfaction

May 17, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: A quick way to integrate the live chat to our current website. The interface is friendly which makes the new staff orientation faster. Also it is easier to supervise live-chat agent using the real-time console. The social media linking ability is one of the best features. Using this feature, I am able to manage feedback / inquiries of customers from all channels in one place. Therefore, the process takes less time and effort to reply / support our customer.

Cons: Sometimes it takes a while to load but overall it is acceptable. At first, it seems difficult to link all the social accounts, emails, and live-chat together. However, once you have done it correctly, everything works perfectly. You can always contact the support team to get some help!

Overall: Providing us a real solution for customer service. Not only we are now able to support our customer on time but also be able to supervise and keep track on our customer's complaints. It helps me to monitor my live-chat agent performance easier and faster.

Great live chat system

May 11, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Stability and usability, customisation. I like the fact there is gamification and the whole system is really 'complete' and fits our needs.

Cons: I want to be able to schedule office hours for each user and often they forget to log out or set themselves as not available and the timeout doesnt work. I also want to see a plugin that uses push notifications to display incoming messages, etc.. although we might develop this ourselves!

on the trial now

May 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: gathering the whole data is so so nice. I want to try some functions such as mail ,SNS,chat. I expect it will be useful for us.

Cons: Nothing still now but the cost is one of the important factors.I share the accounts and collaborated each other.

I had a great experience with this software. Provided great information, and reporting.

May 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very user friendly and intuitive platform. It provides us with a global presence and enables us to serve our users in an efficient manner, for individuals located over several continents. Reporting is high quality, and customizable, and allow for easy sharing of information throughout our organization.

Cons: The only thing that I could say is that it would be great if this would automatically link tickets created by the same email address. Other than that, this software is golden.

Fast and easy

May 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: Pretty fast to get up and going. Additionally features like the Facebook integration etc. ensures all of our customer support interactions are handled in one place.

Cons: The chat aspect isn't very customizable i.e. Setting hours etc. wish it would come with some already ticket templates for viewing.

So far so good - trialling the software as a migration from existing platform, Support = 5*

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of Use
Time to Live
Integration with existing platforms
Responsiveness of Staff is impressive
Easy to allocate tickets to agents is easy.

Cons: Could do with some more mass edit functions or ability to change custom fields quickly.
Reporting could be extended to custom fields

Overall: Fast Easy to Use Interface

Seems like it works well. I'm learning the interface now

May 05, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: the ability to customize the chat button and options related to the button.

Cons: The interface is a bit tricky to navigate so far. it's becoming easier as I progress, though

Live Agent for small businesses

May 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: I enjoy how easy it is to automate much of my day to day processes. The customer service is also excellent. I know if I have a problem the agents can help me work through it.

Cons: There is a bit of a learning curve, which can take some time to overcome. It is not easy for some employees to pick up without training.

Overall: Easily automate my daily activities, freeing up agents for calls and other tasks.

It is great tool to organize, plan and solve support and dev tickets.

May 02, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: The modern features like real time updates of a ticket.
When one agent is working on a ticket and is typing a reply you could see what that agent is typing so if you can act accordingly and quickly.

Cons: Not really any faults I could find with it. But they may work on showing tickets based on status or a add more statuses to tickets like pending, in-progress etc.

Overall: Efficiently solving the support and dev tickets.
Almost zero learning curve.

I have been very satisfied with them meanwhile and they are very affordable

May 02, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I like that they have all channels integrated into one system and are not charging extra for every tiny additional feature that I want. Its one AFFORDABLE price for everything.

Cons: I don't like the fact that they are only integrated with Twilio meanwhile and not with other PBX. Twilio's integration only went to one department and I wanted to do more stuff than possible with the Twilio integration. They are saying that they are working enabling any PBX to work with them . When this will come out they will probably be the best.

Overall: A multi-channel ticketing software that has a lot of amazing features to better serve my customers and at a very affordable price

We've been using Live Agent for over a year and we are very happy with the product.

Apr 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The product is very easy to use and at the same time provides all the features that our company needs.

Cons: Some of the more complex features are not very intuitive and you have spend some time browsing all the menus

Live Agent

Apr 27, 2017
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Ease of use, fun features like levels and badges.

Cons: Some minor bugs here and there.

Overall: Overall Live Agent is a good chat platform to help connect with customers. There have been a few issues with service going down but they are usually fixed shortly. It is very user friendly and has fun options like badges and levels.

LiveAgent Review

Apr 27, 2017
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: it's not expensive

Overall: Lots of downtime
If we close our operations, calls in queue are dropped, unlike chat.
No loop function in the welcome message.
Not sure if there's an ACW.
Call monitoring is not extensive.

Recommendations to other buyers: fix the cons

New to the product, but great experience so far!

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Comments: I have only recently begun using LiveAgent, but have found it very easy to use, and have not experienced any problems.

Easy to use

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: It is easy to organize and filter through emails.

Cons: Once an email has been deleted there is no paper trail however the only way to clear up the inbox is by deleting.

Overall: The software is fairly simple to navigate and is easy to organize. Useful and efficient in terms of business. Training took no time at all. I recommend!

Liveagent Journey....

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: It has been a great experience, moving from our older support agent to Liveagent has changed our working process as an organization in whole. We now have time to think/act more on processes and other important aspects of work than just reports. Getting used to Liveagent does take some time but it's all woth it in the end.

Good experience- would recommend

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Pros: Easy to navigate. You can show or hide previous messages if you would like. Can easily pass on tickets to someone else who would be better suited.

Cons: Dashboard doesn't automatically update and when it does it kicks you back to the message page.

Overall: Good experience using ladesk. The dashboard doesn't update automatically and you can't swipe between emails. Other than that everything is great and no complaints.

Recommendations to other buyers: Would recommend to other businesses. The filtering system should be utilized to the best of its ability because it works great and creates way more efficiency.

Sales Development Representative

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: It works well. I've been happy with it so far.

Cons: Just waiting for someone to start a chat with me

Overall: I use Live agent to support our Sales Team. It's started off slow. I haven't heard from any of our customers yet. I asked our Marketing department to advertise the Live Chat option better on our webpage.

Recommendations to other buyers: none at this time

Company usage

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of use
Able to customize everything we need

Cons: UI is a bit confusing
Some options are hard to find

Overall: We use LiveAgent for a startup company, and has been meeting all our expectations. It has been really simple to use.

Great Live Chat Solution

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Pros: I love the fact that you can see on a live map, where the person you are chatting with is. I also, really like being able to join conversations with other agents, or even just watch the conversation happen.

Cons: I have not found anything I do not like yet, but with time who knows?

Overall: My company has been using Live Agent for a little while now, and it has been such a great tool for our sales team. My role is to gather the interest of potential clients, and what better way to do that than catch them while they are looking at our website?!

It is a very transparent system, and anyone can pick up how it works with ease.
I would recommend LiveAgent to anyone looking for a new Live Chat System.

Excellent Reporting Ability and Really Easy To Use

Apr 26, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Excellent features and ease of use

Cons: None

Overall: I have found the platform to be extremely easy to use, the canned messages is a great tool and really easy to use to add pre programmed customer responses.

The platform is really stable in comparison to other programs used previously and is always being updated.

Overall for the cost this program is excellent.

Best Live chat Around!

Apr 26, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
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Comments: Easy to use , simple and a work of art! I love to use this live chat because of the perks it comes with ! It really makes me want to chat with customers!

Sales Development Manager

Apr 26, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use

Cons: Need to be able to log off agents that forget to log off for the day.

Overall: Overall very happy with the experience with LiveAgent Chat. One thing it needs is the ability to log off agents when they forget to log out for the day. Other than that, great software.

Recommendations to other buyers: No, I have already mentioned the main things.

live agent review

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ease of use

Cons: Sometimes i get numerous leads from overseas that i cant consider for employment.

Overall: I use live agent a lot, i leave it on all day while i attend other recruiting duties and look after inquirys as they come in. usually in the morning there are messages from over night to answer. it is another good tool to connect to potential employees.

Awesome software

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: File Transfer
Phone App

Cons: I would like the ability to send email from Gmail, but not dowload all the messages and mark them as read.

Overall: Liveagent has really put us in touch with our customers and saved many sales we could have lost. I especially like the file transfer feature!

Nice and Awesome application

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Oldest ticket is moved out first and you dont need to check if the older tickets have been answered or not

Cons: The box where the customer types his query is too small

Overall: The software is very friendly and will help the team to complete the job with minimal supervision. The question box where we get the ticket should be a bit bigger and the left brown space can be utilized to show the transfer of the tickets information. This will give more space for the question field box. Also the Department TABS should be a bit bigger

Recommendations to other buyers: Any shortcut keys would be great

Straightforward & Organized

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: LiveAgent is both easy to use, allowing for real productivity gains even in an environment with a medium to high turnover.

Cons: Some missing functionalities in the editors, giving articles and responses a somewhat outdated look.

Overall: LiveAgent has been a very easy platform to get used to for everything from building a knowledge base available on our ticket submission interface which helps filter out customer questions and encourages them to find information themselves, to automated replies based on keywords, organizing teams to prevent issues from becoming overdue, etc.

The editor for both messages and articles could use additional functions, including more variety when it comes to formatting and visuals. Basic knowledge of HTML helps with the process, but as some functions don't get processed, a more robust editor would still be much appreciated.

Guides, tutorials and metrics found within LiveAgent are useful and some gamification aspects definitely help set motivating objectives for our teams. Personally, I would push the system even farther and include a way to create custom points systems and achievements based on certain milestones and tasks completed, both as a way to easily keep track of motivated team members and to make their own efforts more meaningful.

Recommendations to other buyers: -

Live agent survey

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Easy to use. I like how we can see wht the client is typing but they cant see what we are typing.

Overall: My experience was very good with live agent. Not many contact trying to reach us. Seemed very easy to use.

Complete product

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: none

Overall: The system worked as soon as we installed it. The remote (tablet, cell phone) system is a great tool for remote access.

Recommendations to other buyers: Works flawlessly on my Android cell phone

Great tool!!!

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Ease of using tags, pre-set of greetings and signatures.

Cons: Dealing with multiple cases from a same customers, thus merging and mass actions could be simplified!

Overall: Easy and comprehensive tool for any organization. Intuitive and functional! Easily built rules and tags!

Recommendations to other buyers: Great tool overall!

Sales Position

Apr 25, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have had a great experience with LiveAgent so far. We do not get a lot of incoming traffic but when we do it is easy to use and reliable.

Agent review HH

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: Easy to get started, harder to start with short commands.
We have some issues with connectivity. You sometimes get the feeling that the chat is disconnected unintentionally

Not the cheapest solution around, but probably one of the best.

Apr 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Phone integration
Chat integration (internal and customer chat)
Departments
Cloud based (works on mobile as well)

Cons: Short cuts in rich text area are conflicting with the ones in the application

Overall: Depending on the package you select it is probably not the cheapest solution around. But it is one of the best.

We moved from a single google inbox to LiveAgent a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do.

Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed.

The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit.

And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have.

Give them a try, they have a free trial.

LiveAgent Review

Apr 25, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Its easy and user friendly

Cons: Does not show complete history details

Overall: Live agent is a good platform for the customer to contact us through support ticket or live chat. It is user friendly for customers as they can submit their queries along with all his details, which help the advisers to provide customer with perfect solution.

It is little difficult from adviser's point as it does not clearly show history of ticket, which may lead to adviser missing out any important point while replying.

Apart from this point I find it easy and quick solution for the customer's as well as advisers to provide assistance.

Recommendations to other buyers: NO

Light, streamlined and effective system

Apr 24, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple interface. Excellent value.

Cons: Limited reporting

Overall: An outstanding value, LiveAgent does a fantastic job of tracking and managing tickets. There are plenty of reports for agent activity but it is lacking when it comes to reports on customers. But for the price, I can't really complain. If your goal is primarily to track and manage activity and do it on a budget, this is the way to go.

Easy to use and a great tool for the customers !

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Easy to use and a great tool for the customers, a tool that you need if you want to make the customer experience A lot better.

So Far So Good

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Customer service is quick, the software is relatively simple to use and was live on our site within the first day. I'm personally not a fan of subscriptions per user as I don't believe that it offers good value for money but compared to other live chat services the cost is competitive.

Great system!

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I love this system, it is very easy to use. Wish there was a way to turn the sound off when answering tickets but other than that, it's great. Love the new merge into feature as well!

Fantastic Service

Apr 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Statistic ease of use

Cons: none

Overall: Great service throughout the years easy to use and access. Great for statistics and analysing staff performance.

Excellent support and Software

Apr 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to setup

Cons: Cannot think although themes must be available to edit

Overall: Great Software and excellent support. They are available to help you out. Software is also great with so many great features. I am a developer and I liked working on it. Instant help. Instantly available features.

Recommendations to other buyers: themes must be available to edit

Seems good. Looking forward to trying it out

Apr 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have an IT support company and am looking to make a change for an improved ticketing system. I just today encountered this service. I am eager to test it out.

Like the Database

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I think using this database is simply and organized. That is important when we are trying to respond to a customer in a timely manner.

The Best Live Chat software

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use
Many features
Reliable
Updated every almost every week

Cons: What? :-)

Overall: I am using LA Desk Live Agent since 2012, when I switched after I tried many other products.

Live Agent is simply the best live chat software available, because of its features and great support from Quality Unit Team.

There are many updates released every month, and it it really important because the software is improved more and more.

Are you looking for a Live Chat and Ticket software reliable and powerful? You found it!

Francesco

Recommendations to other buyers: Just a suggestion: I wish to see a VoIP SIP integration module

nice and easy

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: nice and easy to use with tons of features. Customer Support becomes more easy if the customers accept sending Mails not directly to the individual E-Mail address,

Works well as a ticketing system, improvements still possible

Apr 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use. Good overview of all tickets.

Cons: No integration with Pipedrive CRM

Overall: Works well to document tickets and manage responsible people to take action. It does however lack integration with our CRM system, Pipedrive. This means that sometimes our salespeople aren't aware of ongoing issues and questions from customers. As of now, this is the only thing that could be improved

LiveAgent ticket system

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The LiveAgent ticket system is incredibly easy to use. Different features allow you to monitor your objectives and keep customers informed. The system is a wonderful tool that allows you to focus on tasks as they arise, and resolve issues as they're completed.

Good Product, could use a couple improvements.

Apr 21, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: easy to setup
good feature set
simple to implement

Cons: documentation could be better some places
nicer designs or customizability

Overall: We're a small consulting firm from Ottawa, Ontario and have used this software in numerous installations for small to large clients to handle their support. It's a good little program, but could use some improvements on the design side of things when wanting to customize. It's possible but not as easy as one would expect. Otherwise great software and something we still recommend.

Fine Software

Apr 21, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: No Dark Theme

Overall: The software does exactly what we need it to do. I only wish it had a dark theme that worked natively.

Ease and simple

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Was looking for a quick set with great features and functionality. Then I ran into LiveAgent and was the right product.

Works great for us

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Seamless use

Cons: Nothing

Overall: We use it and really like the functionality. I would have no reservations giving this a thumbs up. It is a part of our everyday process and works seamlessly for us.

Recommendations to other buyers: None

Real Time Communications for Businesses'

Apr 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The experience has been very positive so far, the one thing that gets frustrating is when a customer does not respond and you just have to site there and wait and are not sure to end the call or not. Some kind of "reminder" from LiveAgent may be helpful to get them to either respond or end the call. A bell or something that gets their attention, just a thought. Thank you so much !!

Water Tech Corp

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Always alerting the online Agent .

Cons: No Cons

Overall: Great live chat service. Easy of use no hassle . Also there is a lot of good features such as badges, adward etc.

Live Agent Chat

Apr 20, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Price. Easy set up and editing.

Cons: Had a little trouble getting help from customer service at the beginning, but they seem to have fixed that. No problems now.

Overall: We've had good luck with this product. For the price, it is quite functional and has analytics that we use to monitor how it's going. We only use 3-4 agents, but it has worked out for exactly what we were looking for -- at a great price.

LiveAgent Review

Apr 20, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's intuitive.

Cons: It wasn't the easiest to implement with our Jive Community.

Overall: We use LiveAgent to connect our customers with our Advice and Resolution team. Our customers love the ability to get answers to their questions without picking up the phone.

Recommendations to other buyers: Nope.

Have been very impressed with LiveAgent!

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: All the important features for the best price.

Cons: I love the app, but I think it can be improved with more features.

Overall: We went through many different platforms before deciding to go with LA. We wanted 3 things when choosing a platform. Support tickets, chat, and knowledge base. LA offered all 3 at a great price and we are very happy we decided to go with them.

Great Product!

Apr 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: So simple to use, with some really handy features, such as the ability to see a colleague typing their response to a customer ticket. Definitely recommended.

Need To Go All In

Apr 19, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Categorizing different projects for different people.

Cons: Everything showing up in one spot, and feeling like I need to look through all of it to double check.

Overall: Seems a little confusing, but it may be because I haven't used it as a sole form of communication. But having email, spreadsheet, word of mouth, and other ways for people to get in touch with me, it seems like it won't work for me like it is supposed to be used. But if I were going to be strict in using it only for people to get in touch with me, it would probably work better for me.

Good but not most efficient

Apr 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: User friendly, easy to filter through messages

Cons: Layout in which messages are read, dashboard doesn't automatically update

Overall: Dashboard doesn't always refresh automatically. Easy to filter through messages. User friendly. Nice layout.

Recommendations to other buyers: none

Great product, easy to use!

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use - great price

Cons: I don't have any complaints so far.

Overall: We are a very small company so having the ability to have people chat with us easily is great. This product is super easy to use and navigate. Very happy with it - and a great price!

Great start to use

Apr 19, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy usage

Cons: Have not had any problems as of yet

Overall: The start to our usage has been great so far, it is easy to understand, works well and we have had no problems.

I absolutely love it!!

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The ease of assigning emails to the right people and the fact that nothing ever really gets deleted.

Cons: I haven't found any cons.

Overall: Live Agent (LA desk) has made assigning emails to the right people, when you only want to give out 1 email address a breeze. I also love all of their little encouraging awards.

Review Title

Apr 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Liveagent helps us to track of our customer service inquiries in an organized application. It keeps both our clients and us in constant communication.

Great way to allow customers to speak with a live agent without email

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Comments: LADesk is a great way to allow customers to speak with a live agent without email. The chat features are great, and allow the agent to see what the customer is typing before the message is actually sent.

The Slack integration is great, and allows us to see any time a new chat is opened without having to be physically logged in all the time.

One feature that would be great would be to be able to blacklist certain IPs from being able to chat, as we have had an instance or two of random people sending less than savory messages to our agents.

Other than that, it's a great tool that expands a company's capability to speak with customers.

LiveAgent feedback

Apr 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Live Agent has been a very useful tool for us in managing customer feedback and escalations. The system functions well and creates a good structure without confusing the end user. It creates more awareness around customer experience and provides us an opportunity to improve where needed and celebrate the positive experiences.

Great way to get organized

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Awesome way to get organized within an organization. Problem solving including the right people becomes a breeze with the Live Agent.

How I stopped worrying and learned to love talking on the phone with LiveAgent

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: How it is practical to use and get in touch with people.

Cons: Not all agent can edit the voice message on the beginning.

Overall: LiveAgent is a great platform which made me stopped worrying about talking on the phone and start loving get in touch with people to help them out. LiveAgent is an ease of use platform and the fact we can use internet with still amazes me. I'm pretty sure we are still plaining to use this because it really helped the interaction with out customers. Sometimes the site has some bugs, but nothing that disturbs the job.

Live Agent is good

Apr 18, 2017
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Can access on multiple devices

Cons: If you have the program open on your desktop you don't get alert emails on your phone.

Overall: Live Agent has helped our office a lot. We are able to keep track of all our IT issues in one place.

Recommendations to other buyers: No

Great Helpdesk which scales with your business

Apr 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Integrates well

Overall: LiveAgent is our choice for providing our customers first class support. The helpdesk integrates perfectly in our workflow and our agents have everything they need to work on tickets.

Love this Service

Apr 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to set up, and the ability to have the features you want and fully customized.

Cons: There is nothing that I do not like with this software I am 110% happy with it.

Overall: I appreciate the product...it is full of great features. The support is awesome, especially in helping a person getting set up initially. Always friendly, timely, and knowledgeable. This is a great chat/ticket customer service package which I would recommend to anyone.

Recommendations to other buyers: Get it...

The best solution for ecommerce chat

Apr 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We implemented this about a year ago on our high end outdoor furniture store and both our staff and customers love the experience. Highly recommend.

Great software

Apr 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've had extensive use of enterprise ticketing systems and needed something for my startup. I'm using live agent and it seems to be a great solution!

Great software, really helped our business

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Manage all our external communication

Cons: More on the rules, for example, I would like to create a rule and then add exceptions.

Overall: Live Agent helps us manage all our external communication for multiple brands and projects in addition to customer service. Instead of relying on email and multiple inboxes, everything is done and track by our team in one central hub. Been using it for one year now, no plans on switching or changing. Highly recommend.

Recommendations to other buyers: Highly recommend for any business online.

LiveAgent was the choice of our company

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: -Smooth user interface
-Responsive customer support

Cons: Actually, there are no cons

Overall: Our company has tried several solutions for live chat / ticketing system and finally we stick with LiveAgent. We are using it for more than a year now and are very happy with it. LiveAgent perfectly fits a company that provides hosting or similar service.

Recommendations to other buyers: If you doubt LiveAgent does not provide a feature you need, do not hesitate contacting their support team which is very responsive and will always try to offer you the best.

LiveAgent Customer Feedback

Apr 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The software provides all I was actually looking for, the agent that I chatted with was quite helpful and polite

Easy ticket system with possibilities

Apr 11, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I find the system very user friendly and easy to implement. The basics are easily covered and when the needs become bigger you have a wide range of possibilities to adjust the system to fit you needs.

Great program

Apr 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It does most everything, does it well, and has a decent and usefull mobile app.

Cons: Nothing

Overall: I've been testing about 10 different helpdesk programs. I needed to ticket all my FB page messages and comments, my emails, and website chat (live and message style). I needed it to have a very robust live chat feature or integrate with a great one. I also needed it to Integrate with Shopify. Last but most importantly, I needed to be able to do everything, including live chat, from my phone. Live Agent won...it does all of that, is easiest to use, and has better support than any other that I reviewed. They had 24/7 live chat reps who were extremely knowledgeable and available to help me with something within 5 minutes. A close second was using Chatra integrated with Frontapp. The only issue with it was it only shows FB messages not post comments which left me having to go back to FB all day. I'm in the trial of Live Agent but I think it's a keeper. If I could add anything it would be for cart contents to show up through the live chat module for website visitors. But without that it's still the best all around package I could find.

Recommendations to other buyers: I tested about 10 different multichannel help desks and this one came out on top.

Amazing experience using LiveAgent

Apr 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: LiveAgent is just a great software and surely the leading one in customer support sphere. I have been using it for over a year now and never had problems with it. The ability to customize it a lot makes work so much easier and faster.

Simplicity is key

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simple to use, very organized and minimalistic. This, in turn, increases work efficiency.
The statistics page also lets us monitor our activity and increase our work quality if we find any weak points.

Cons: There's nothing that I could possibly dislike ;)

Overall: I think that this piece of software stands out of the rest because of its simplicity - everything is where it needs to be, therefore navigating is super quick. This, in turn, lets us increase the speed and quality for our customer support. Everything is surprisingly snappy and the ability to organize using the tags and departments is incredibly useful!
Also, the statistics page enables us to keep track of our progress and helps us find the weak points to continue improving!
All in all, I'm extremely satisfied with LiveAgent and would definitely recommend it!

Recommendations to other buyers: The light/white theme is a bit harsh on the eyes for me personally, so I suggest using the dark one.

Easy to use customer support software

Apr 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Statistics reports, to solve button, other features such as postpone the message, transfer and leave notes for your colleagues.

Cons: I couldn't think of anything I wouldn't like about this software.

Overall: Very reliable and easy to use software. Has a wide variety of functions to fit our business needs. What i like it the most that you can see all reports and statistics about every employee.

Recommendations to other buyers: After recent update, when someone comes to chat, client IP and details are shown at the bottom. It was much better when it was at the top.

Great for smart people!

Apr 04, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Efficiency and possibility to work smarter, not harder!

Cons: Occasional bugs which sometimes force me to stop my work routine to fix the text or similar.

Overall: LiveAgent is the main software that I use at work when providing Help Desk assistance to our clients. It has some occasional bugs, but that does not cause much trouble on a daily basis. I would recommend it to people who are looking for a software which would speed up their work! Canned and predefined response features are great!

Great software

Apr 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Lots of features, easy to use.

Cons: I haven't encountered any cons.

Overall: As a rather new user, I had very great experience. Even though I sometimes struggle with getting used to new software, LiveAgent was pretty easy to understand and use. I enjoyed the possibilities of customisation and all the features.

Suitable for small and large companies

Apr 01, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: - Can handle many agents at once
- Social integration
- Can create departments

Cons: - Sometimes updates are slow

Overall: We use LiveAgent for more than one year. The most awesome thing about LiveAgent is that it suitable for both small and large businesses. We have more than 100 agents who provide support for our clients and LiveAgent operates without any lag. We are more than happy with LiveAgent

improvement in flexibility and apps user friendliness

Mar 31, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Universal function for customer service purpose.

Cons: Not desirable flexibility and user friendliness

Overall: 1. The pricing plan is quite rigid. Better to be more match the customer's need. e.g. I have various agents with tasks differentiated. Only very few of them need the whole service while the other need to reply the ticket only.

2. Many of my staff work at home or on street. It is quite inconvenient if they could not use the apps probably and they need to use your application at normal web browsers, especially that the alert of new ticket is critically required.

Recommendations to other buyers: Is it possible to add "email" to new live chat request so that we could contact the customer afterwards if needed.

Improves efficiency dramatically

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Intuitive User Interface, live chat works flawlessly, lots of customizations, "To Solve" button saves so much time, chat between agents lets to communicate easily, social media integration.

Cons: Search could be improved, LiveAgent mobile app could show agent statistics

Overall: I've been using LiveAgent for quite a while and it does not cease to amaze me. Of course, it has a few flaws but overall the software is really polished. UI is intuitive, easy ticket sorting and tagging, everything is customizable, bugs are fixed quickly, support is fast. I can honestly say that the workflow has improved. If you compare LiveAgent to other alternatives, you can see a huge price difference and you won't feel any lack of features.

Recommendations to other buyers: Make sure you customize LiveAgent to suit your needs, create a lot of canned and predefine messages, adjust ticket priority.

Full-featured ticket management solution

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Lots of features. Multi-channel functionality.

Cons: No SSO functionality

Overall: I came across LiveAgent while researching alternatives to ZenDesk and FreshDesk, both of which are good but lock you into their platforms.

By contrast LiveAgent can be purchased outright and installed on your own server (in addition to using it as a hosted service). The feature set is amazing and in many cases much better than the competition.

Simple, reliable, effective

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Automation features
Efficient ticketing, department and SLA system
Perfect for support related purposes

Cons: Could be a little bit slow at times, but mostly depends on your machine.

Overall: I've been using LiveAgent for over a year now, and I must say that it one of our best decisions. Providing top quality support has never been easier. It has not only great features but also provides great tools for teamwork and communication between your team. We've been able to increase our efficiency, awareness, and responsiveness more than ever before!

Recommendations to other buyers: In case you've been struggling to find an efficient software to provide quick and efficient support, try LiveAgent. You will not regret it!

Great Value

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We are very impressed with LiveAgent's platform and the responsiveness of their customer service. Overall quality and customer support are excellent.

Easy to use Helpdesk Software

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Our company started using this software in the January of 2016. Usually, it's not easy to switch between the softwares as you get used to the one you were using and learning everything again does not look attractive, however, LiveAgent was really easy to use from the beginning and we can find more and more benefits of it today. Personally, I really like the features of it like having all the statistics of your daily, weekly, monthly or even early work, the rating of customers to the every response you gave, the feature to convert a live chat to a ticket or assign it to another agent very easily. The only feature which sometimes is not perfect is searching as we have thousands of tickets and sometimes necessary information cannot be found but these are rare cases and comparing to the benefits only a minor deficit. I really recommend this software!

Try LiveAgent

Mar 28, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Liveagent support team is very good. The software itself have many features and as I know, there even will be more of them. Product is easy to use, it's worth the money :)

Excellent

Mar 28, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Social media integration,
Easy-to-use interface.

Cons: no major cons.

Overall: What I like most about LiveAgent is the ability to integrate social media functionalities. Now, when social media is so popular, people often contact you with their questions and needs via social platforms. The ability to manage everything in one place is more that excellent, especially for an international company.

Professional Ticketing system

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ticketing

Cons: Screen sharing.... during video chat

Overall: I am using this software since 2 Years. It is very professional. I suggest everyone who wants to provide a also professional support service.

Looking for the support system? Look no further!

Mar 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Customization, ease of use and in-depth statistics representation.

Cons: It's a little heavy on resource usage, but if you have good hardware, - it's not a huge problem

Overall: My department was looking for a good software to replace our faulty and unreliable tool which had no real tools to check upon agents' performance. This tool does everything! Stats, bads, goods, tags, you name it!

Recommendations to other buyers: Make sure you customize it entirely to suit your needs :) It has a lot of features which can be discovered while browsing through the software!

Missing common features and timezone and dst issues

Mar 27, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Modern and easy to use.

Cons: Missing common features.

Overall: I have for a long time needed a ticket merge feature in LiveAgent. It's not present in the version that we are running.
I once had to sync contacts using the API. It's not possible to create new contacts using the API.
We have just changed to daylight savings last Saturday night and our rules new are triggered at wrong times.
Otherwise great system with some limitations.

Recommendations to other buyers: Get the features implemented.

Beginner Review

Mar 25, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: I'm just beginning so still working out the kinks, but so far so good! It's very complex and with multiple users we are trying to still figure out the best system for our team and needs.

The best Customer Service Support Desk in the market

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Automated Ticket responses
Live Chat
Powerful API

Cons: There was a small problem with Live Agent API structure. We contacted their support them and they fixed everything.

Overall: A year ago we have installed Live Agent Desk to our company cloud.
Since then, we made our daily tasks in Customer Service Team way easier.
LiveAgent provides with excellent interface and design. Automated ticket responses, API integration and it saves loads of time!

Wide range of options, highly customizable, great value

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I'm reviewing LADesk for my company. At the moment, side by side with Zendesk, it is meeting all our requirements (not few), for a lower price compared to the competitor. Their customer support looks incredibly responsible, I had all of my questions answered in minutes.

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

Mar 21, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

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

Cons: 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)

Overall: 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!

Recommendations to other buyers: 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!

LiveAgent Ticket

Mar 19, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have tried out several ticket systems out there, no of them game even close to what you can offer from a ticket system, and for a very low price. I also tried out your online chat support. Never actually liked them, but your chat support was AMAZING very helpful and skillful personnel.

Good product

Jan 30, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We use it for our company website. Product features are rich but with some limitations. Incoming email setting is a bit complicated but we only use for live chatting anyway.

Great value for money

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy use, excellent support from the developer, good price for hosted solutions with updates.

Overall: Liveagent is the best value for money - ultimate system with online chat, ticket system, phone support, social media. We appreciate reaction time, when we have questions.

Absolute satisfaction

Jan 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I am using LiveAgent daily at my work and I am absolutely satisfied with its quality, functionality, overview and with helping me to do better my job. I am also satisfied with their customer service because when we need them, they are quick, very helpful and also very nice.

I realy love this product, this simplify my work every day

Dec 14, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center

Cons: I find disappointing mobile application, it is unfortunate that it does not support messages in HTML format

Overall: I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center. This application allowed us to end the old support system with a traditional inbox with our business growth it became a real enfère to do so followed by our record. This application has enabled us to greatly simplify our job.

LiveAgent Review

Oct 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It gets the job done. As far as a ticketing system goes, it is perfect for us.

Cons: I with the knowledgebase part of LiveAgent was expandable but that's not their main focus, obviously.

Overall: Hello, we have been using LiveAgent now for close to 2 years now. We have never had an issue that support couldn't help us with. If you're looking for a ticketing system, LiveAgent is easy to use and easy to setup.

Tons of features with the lowest price possible

Aug 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Seamless integration - took us couple of hours to set everything up and start using it;
Price - one of the best on the market;
Features list - they offer much more features then others and for a lower price

Cons: During initial setup it did not work well in Safari browser. But after setting everything up using Firefox, I could use it just fine with Safari. Maybe the issue was on my side.

Overall: I'v been using LiveAgent for almost a year now. I'v tried different competitors before, but there was always something missing in the features offered or the price just was not right. LiveAgent had just all the right features for the right price.

Recommendations to other buyers: If your are looking for a support software, LiveAgent is the best choice for you. The customization and flexibility are amazing, you won't regret it, and after using it for a while, you will not be able to live without it

Vendor Response

by QualityUnit on August 15, 2016

Thank you Max. We appreciate your positive feedback about LiveAgent.

Great for our development and support team!

Aug 11, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Their customer support, user experience and processing. Also included is Chat which is great for webshops and web solutions.

Cons: No merging of tickets possible but they put it on a wish list however.

Overall: The UI is user friendly and it does not take us long to train new agents. Customers now only use mail but that process is supported sublime!

Recommendations to other buyers: Try it out. Their flexible setup almost supports any situation.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Erik for such nice words about LiveAgent. Appreciate your feedback!

Good Honest Help Desk

Aug 11, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: easy to use ticketing system, which is ideal for our customers as it gives history of the tickets without the need to actually log into the helpdesk. The knowledge base is excellent

Cons: the twillio interface is a little difficult to setup, but it is more powerful once you get the hang of it
the interface. But the backend isnt as good from a day to day usage viewpoint

Overall: We came from a competing product, and although it wasnt perfect it had things that Live Agent doesnt (and to be fair vice versa) However the transition was fairly painless, and we have settled down with it

Recommendations to other buyers: I think it will get better, their support is good, and as i said from the customer viewpoint it is really good

Vendor Response

by QualityUnit on August 15, 2016

Thanks Kevin, your feedback about LiveAgent is extremely valuable to us.

Great Product!

Aug 10, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The dev team has been very helpful getting everything set up. The flexibility of LiveAgent is very nice!

Cons: There's really nothing that I dislike. The product works well.

Overall: We've been users of QualityUnit software for many years, starting with the SupportCenter product in 2007. When that product was replaced by LiveAgent, we moved to the new platform.

The support has been great, making it easy to get things up and going. The developers have also been responsive, adding new features that we requested. Overall, a world-class product!

Recommendations to other buyers: It's very powerful software -- I know we only use a small portion of the capabilities. We're still working on getting better utilization from it. However, what we do use works really well!

Vendor Response

by QualityUnit on August 15, 2016

Thanks Andy for your feedback and being with LiveAgent over 8 years.

LiveAgent chat custom image error

Aug 10, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It works pretty nice

Cons: You have to use de SAAS version, I rather prefer to have it on my servers, but that is really expensive to have.

Overall: I have custom chat buttons set up since the initial set up I made. After some time, one of the administrator try to change it. While doing the change, se accidentally change the button for one already made.

After I realised, I try to change it back. But the option of custom image was not working anymore.

I contacted support with this showing my problem with this image: https://ingeniat.com.s3.amazonaws.com/norma/helpdesk.gif

He came around, not with a fix, but a way around that dos not solve my problem:
https://ingeniat.com.s3.amazonaws.com/norma/Chat_Buttons_Quality_Unit_Support.png

This didn't solve my problem, It is just a way to set already made images.
I solve my problem making a clone of one other version of customs image that I already had. Then chase the custom ID on the code of the footer of my web site.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Ricardo for your LiveAgent feedback.

Great ticketing system. Clean and easy to use, not littered with crazy features.

Aug 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, modern design and not like all traditional old school help desks.

Cons: Slight learning curve/different way to think about managing tickets/

Overall: Customer support has been very helpful. Setup and tweaking is very easy and integration into the website could not have been simpler. This was a great pick for us due to its ticketing and chat features and the way they work together. The pricing was very reasonable, unlike some of their competitors.

Recommendations to other buyers: None yet, working great so far, and chat a big help.

Vendor Response

by QualityUnit on August 15, 2016

Thanks Brian for sharing your experience about LiveAgent. We're happy you like our live chat features.

Best Agent for your Buck

Aug 10, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: What I like most about the software is the features and ease of access

Cons: I like least about the software is the limited number of included integrations

Overall: My company was in the market for a new help center for our new product and I stumbled upon LiveAgent. AM I GLAD I DID! We got 3 agents setup for the price of 1 and love all the features it comes with

Recommendations to other buyers: keep updating the software and releasing new features & integrations!

Vendor Response

by QualityUnit on August 15, 2016

Thanks Joshua for your kind words. We're glad you're happy with LiveAgent. Don't worry, we're working on new features - they'll be released soon :)

Good Live Chat Solution

Aug 10, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: 1. Easy to install and use
2. Great support on Live Agent Website

Cons: 1. Lack flexibility on some of the functions (e.g. preview of enquiries)

Overall: The Live Agent is a good live chat solution that allows our CS department to handle customer enquiries. The agent panel is easy to use and different rules can be set.

Vendor Response

by QualityUnit on August 15, 2016

Thank you Tim for having taken your time to provide us with your valuable feedback about LiveAgent.

Tuintam is using LIVE AGENT!

Aug 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: chat, chart, overview of the work of employees

Cons: 0

Overall: very vel, the aplication is easy to use, very good tools, easy to integrate,..also you can see imidietly who is working... & all is measurable.

Recommendations to other buyers: 0

Vendor Response

by QualityUnit on August 15, 2016

Thank you Dario for your short & positive feedback.

LiveAgent Less Complicated Than LivePerson

Aug 10, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Very easy to put in place and get up and running. Integrated easily into my website. Very easy to customize.

Overall: I tried LivePerson for 2 weeks and still didn't fully understand it. I switched to LiveAgent for its ease of operation.

Vendor Response

by QualityUnit on August 15, 2016

Thank you for sharing your feedback about LiveAgent, Kenny.

Simple and easy to use

Aug 10, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It has a reasonable cost and it can also be used on smartphones

Cons: The graphical interface could be more intuitive, although it is still great

Overall: I have to say that your software for livechat, tickets, ecc. it's easy to use and it has a fast web interface.

Recommendations to other buyers: The opportunity to have some default banner more to choose from

Vendor Response

by QualityUnit on August 15, 2016

Thanks for your feedback and suggestion. We'll be working on a new interface design in the next months...

Probably the best helpdesk platform on the market!

Aug 10, 2016