LiveAgentReviews of liveagent.com

Last visit was served fast and promptly. All relevant and needed information provided so that i had no additional questions. However, a day before the other agent sent some misleading links and did not provide or clarify initial request in chat. thus, time was spent and request not fully resolved.

Fast and friendly customer service

NEED ONE MORE ITEM CLEARED UP,

NOT LIKE MOSTLY OTHER SUPPORT AGNETS NOT KNOW WHAT THEIR COMPANY OFFER I AM VERY GLAD THAT THIS HELPS ME

live agent is a great tool to organize your communication, to dispatch duties and to improve information inside the team. We enjoy chatting for fast answers and ibternal tickets for long-term tasks. The support is very fast and friendly. Things we don't enjoy so much: there is no possibility to merge tickets. We often get several emails to the same issue and it would be essential to merge these tickets as they all refer to the same issue. Also, being used to apples spotlight search, we are disappointed by the possibilities to search words and terms across tickets.

Service was quite nice but response frequency is not good enough. I felt like he is not reading my queries because there wasn't reply back after my questions for long periods. I know that he was looking for my answers but still a quick reply like "let me check" or "I am consulting with technical department, hold on" would make it perfect.

Works nicely.

I used ZenDesk for years and I was tired of these "ticket-style" emails and that I can't attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team. What I don't like: - no merges. Dear developers, we need merges. It's like you do not have these clients, sending 25 emails per day with different subjects, which all relate to one question. - Macros of ZenDesk are more flexible. With one macro I could add tags, assign the ticket, change the subject and insert a predefined answer. In LiveAgent I have to do some of the operations manually, which affects the productivity. - Sometimes their Time Rules and Rules are not enough. For example, I can't create the rule: send a reminder every 5 days, till 15 of January, 2017. If someone knows how to create the rule, let me know:) The bottom line: I am sure that LiveAgent surpasses the competitors and I will continue to use it, even though they have some features to work on.