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Wide range of Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise.
Ideally suited to Managed Service Providers looking to for a modern PSA solution.
The ease of use is hands down the best part about the software. It also provided everything we needed it to provide plus the price is great.
Also, the Spam filter doesn’t work really well, because we keep receiving spam emails from the same email address over and over, although we’ve marked them as spam multiple times.
The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.
Perhaps one of the worst features of LiveAgent is their entire support and technical team is overseas.
Google Maps API integration is good and helps visualize where my customers are (geographically). Team transfer is good, specially the ability to note information for agents only.
Some very specific embedding options were hard to get running. There was also no documentation on that part, so i redisigned my site to get it running.
The software and the company have been great to work with. Their support and the documentation has been good.
Nothing so far, still looking for something to complain about.
This software is very modern and very easy to use. Customisation and branding is easy to do and the help and support from day 1 has been excellent.
At first, we were a little overwhelmed by the many modules available, but we found we could cut out the modules we didn’t need making life a lot simpler for the operators.
From bespoke consultancy, to fabulous guys on support, we have full confidence in the product that allows us to grows into it, as and when required.
The only cons we have with the system are small quality of life problems.
The core is a helpdesk solution, but integrated are a small CRM, an asset tracking, sales and po system and (sale) item system that are great supporting tools.
They need to be complicated in order to be flexible and cover as many uses as possible and for the uninitiated or trained, this can make it more difficult to get things setup the way you want.
For a fast-paced growing IT Support provider in the UK, NetHelpDesk has been the perfect fit to deliver our Helpdesk application requirements.
However, this is a criticism I would level at any decent and comprehensive PSA systems.
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.
Prioritize real-user-identified key features according to your needs to find your best fit.
LiveAgent
Top FeaturesHaloPSA
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