LiveAgentReviews of liveagent.com

See the title.

Great for keeping track of tickets raised by customers and responses but can be clunky, difficult to follow email trails and find attachments when the matter is not straight forward. Works as you would expect for this type of product.

It's very quick and helpful for many Helpline stuff. Interface is not the best and some of the key UX features are hidden. Other than that, works as expected.

We have a small team and we work remotely almost exclusively. Live Agent has helped us stay in tuned with each others progress in helping clients and tracking our to-dos. My only issues are that I am in the U.S. West Coast and they are on the opposite time schedule as us, so issues we have take longer to get resolved. They have always been very pleasant to work with however :) I also was a bit thrown off by the amount of "tweaking" that needs to be done to make it work for your type of business. There are a ridiculous amount of filtering options which is great, but also makes things confusing. I have spent a lot of hours just trying to get it to flow the way I need it to. All in all, once it was set up, it has been a huge help in productivity and communication. Our staff has also found it very useful.

I need to know how download the Data Base

Pros: I've contacted support three times so far for different reasons (I've been a customer for about two months I believe). Support has always gotten back to me promptly. One of the items I raised was a bug and the LiveAgent team was quick to fix it. You also get more for your money than you would with competitors. Social Media integration is icing on the cake - absolutely love having that. Cons: Functionality is lacking in certain key areas and I was told there are no plans to change some items I had asked for in the near future. One instance is that when a customer calls in, the softphone will ring for only 30 seconds for that agent. That time is not configurable (this should be an easy code change). Integration with Twilio is also not that great, robust, or stable.

No hay reportes en los que se puedan generar los casos por etiqueta. Es decir si yo le defino una etiqueta a 10 tickets , que tenga la posibilidad de generar un reportes en el mes X , donde los casos tengan la etiqueta definida.

Solid, inexpensive platform with a lot of features. However, features that would make it a highly efficient platform are missing. First, One can not merge tickets, so you end up having several e-mail trails open on the one case you are working on, making it hard to sift through all the correspondence. Second, you can not create reminders for yourself to follow-up on a case at a particular time either and the labeling / SLA feature can not really compensate for just creating a simple reminder like in Outlook. Lastly, there is no Salesforce integration. Otherwise for the price it is a solid platform with more features than any other platform in this price range, that everyone in the company can use. It is not hard to learn to use.