LiveAgent vs Hiver: Which is a better fit?

Moses: My name is Moses. I'm a consultant for Automate Accelerator. My rating for LiveAgent is three out of five. So before using LiveAgent, we used other help support. One that I can recall is Zendesk. So that's a platform that we use. One that we went with LiveAgent was the support function that LiveAgent was giving, and at the same time, it allows us to have multiple users on LiveAgent. And allow training of staff to use LiveAgent for support tickets was really, really easy. It also allows us to give more help option through our end users, not only from a texting perspective of a virtual assistant, but at the same time putting on video calls for them to actually utilize as well. So it was fairly challenging at the start to onboard LiveAgent. The only reason was there was a learning curve with the technology, and there was a user interface issue with the system at the point of time. But once we got onboarded, it was really, really easy to get going and to onboard new staff, and training of new staff on it as well. So, if you're considering using LiveAgent, I would say budget would definitely be a top option of mine, because LiveAgent is fairly pricey. It goes on per user seat basis. But at the same time, in terms of functionality, it is one of the best in the market. So that's something definitely to consider as well.

Brian: Hi, my name is Brian. I am the Director of Accounting at MD Squared Property Group, and I would give Hiver a four out of five. When I started at MD Squared, we were a very small company, and of course, you're doing everything via email. And as we scaled over the years, we were looking for a ticketing solution so we could keep track of our emails and make sure that everything was resolved in a appropriate amount of time. So I started looking into different ticketing systems, and we found Hiver and decided to go with that one. I was looking into a variety of different solutions, some of which had these very extensive online platforms to manage all different types of things. They were very robust, but I decided to go with Hiver because it integrated with Gmail, which we were using at the moment, so we were able to seamlessly integrate that with our existing systems. And I really liked that it was simple and easy to use, and it would not be intimidating for new users, and I thought it was very appropriate for a mid-size firm such as ours, that went from having no solution to having its first ticketing and email tracking solution. Getting started with Hiver was very quick and easy. Their customer support team is great and available 24/7. We had a amazing, I guess, your onboarding associate, who walked us through how to use it on various occasions. And ultimately, all you need to do is install a plugin on your Chrome browser into Gmail, and it's all set, and you pretty much can set it up as you go. And it is very quick and easy to get online, which is one of the reasons why we decided to go with Hiver. So Hiver is very quick and easy to get online, but I would recommend that you have somebody in the office who's ready to handle the influx of data that will be coming in. I think you just need a plan for how you're going to close and resolve these open tickets and just making sure that all of your data flows are working as planned. But I wouldn't be intimidated, because everything is fairly easy to change and to improve. I'd say we jump into it at a small scale and do some initial testing to see how it's going to work, and you could scale up from there. And once you're online and you understand the basics, it's very simple to scale up and make it more robust and more impactful for your company.