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Avaliações do LiveAgent

Sobre LiveAgent

O LiveAgent ajuda as empresas a prosperar no atendimento ao cliente. Excelente atendimento ao cliente começa com o melhor software de atendimento ao cliente.

Saiba mais sobre o LiveAgent

Vantagens:

Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents.

Desvantagens:

Nothing so far, still looking for something to complain about.

Notas do LiveAgent

Pontuação média

Praticidade
4,6
Atendimento ao cliente
4,7
Recursos
4,6
Relação qualidade/preço
4,7

Probabilidade de recomendação

8,9/10

O LiveAgent tem uma classificação geral de 4,7 em 5 estrelas com base em 1.588 avaliações de usuários no Capterra.

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Filtrar avaliações (1.588)

SHAWN
Sales
Usuário do LinkedIn Verificado
Bens de consumo, 11–50 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Customer Service Software - If Your're Looking for Basic

4,0 há 4 anos
Legendas em português disponíveis no player de vídeo
Gabriel
CEO, Brasil
E-Learning, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Uma opção simples e eficiente para interações em tempo real

4,0 há 11 meses

Comentários: Em suma, é uma opção sólida para empresas que desejam uma solução simples e eficiente para interações em tempo real com seus visitantes.

Vantagens:

O LiveAgent é uma plataforma que oferece uma experiência satisfatória para interações em tempo real com os visitantes do meu site. Embora sua interface possa parecer mais simples em comparação com concorrentes como Crisp, Helpcrunch e Intercom, o LiveChat se destaca pela sua eficiência e facilidade de uso.

Desvantagens:

O LiveAgent pode não atender às necessidades de empresas que buscam recursos avançados, como automação de chatbots, análise avançada de dados ou integração com IA.

Resposta do QualityUnit

há 10 meses

Hey Gabriel, thanks for your feedback. We are glad to hear that LiveAgent is serving your needs well. We noted your concerns regarding our advanced features too. As we continue to grow, we're constantly working on enriching our toolkit and providing even more solutions. Your opinion matters to us and it's insightful for our development selection. Remember, we are always here to assist you. Thanks again and cheers to creating engaging connections in the E-learning world. - LiveAgent Team

Bruna
Gerente de Produções Visuais, Brasil
Design, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Um ótimo software para suporte

5,0 há 10 meses

Vantagens:

Estou usando e venho gostando muito do LiveAgent, ele é prático de fácil utilização, além de ser muito moderno

Desvantagens:

Poderia ter mais funcionalidades iguais o Crisp e Intercom, sinto falta de alguns recursos

Resposta do QualityUnit

há 10 meses

Hello Bruna! Thank you for your awesome 5-star review! :) - LiveAgent Team

Flavia
Gerente Administrativa, Brasil
Gestão da educação, 2–10 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Atendimento ao consumidor

4,0 há 11 meses

Comentários: Até o presente momento tenho tido bons resultados com o softwhere.

Vantagens:

Ótimo Suporte, agilidade no atendimento ao potencial cliente, de forma personalizada.

Desvantagens:

Ainda tenho um pouco de dificuldade de integrar com outros produtos, mas acredito que seja pq estou iniciando o uso ainda. Minha demanda ainda é pequena pra fazer uma critica.

Resposta do QualityUnit

há 11 meses

Hello Flavia, Cheers for the great feedback. It's wonderful you've found our support to be top-tier. Our dedicated team always strives for reliable and swift responses. Sounds like integration is a bit of a challenge, though. As a newcomer, we understand there may be a bit of a learning curve, but we're confident you'll get the hang of it soon! Thanks again and remember we're here to assist if needed! - LiveAgent Team

Evenilson
eletricista, Brasil
Engenharia civil, Profissional autônomo
Usou o software para: Avaliação gratuita
Fonte da avaliação

Muito bom !

5,0 há 9 meses

Comentários: usei com meus emails e nao vi nenhum problema

Vantagens:

Sim, não tem como não gostar pois ainda tenho muito a conhecer ainda mas vamos ver oque ainda temos pela frente!

Desvantagens:

ainda estou no tempo de teste mais estou axando muito bom que vou ver se consigo enteder melhor !

Resposta do QualityUnit

há 9 meses

Hey Evenilson, Great to hear you're enjoying the test period so far! Using LiveAgent to efficiently manage emails seems like a big hit with you. We aim to keep making email organization a breeze. The adventure ahead awaits with plenty of features to explore and utilize. Do not hesitate also to ask us for tips and tricks that could make your experience better :) - LiveAgent Team

José
Diretor de Marca, Brasil
E-Learning, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Muito caro pelo que entrega...

3,0 há 11 meses

Vantagens:

Ele tem uma interface dinâmica, mas ainda acho bem mais simples comparada com outros concorrentes, como o Crisp, Helpcrunch e Intercom...

Desvantagens:

Além de ser caro, o widget de chat não é tão bonito, além de ser bem ruim em responsividade.

Resposta do QualityUnit

há 11 meses

Hi José, Thank you for your review. We are sorry to hear that LiveAgent was not a good fit for you. Our team appreciates all constructive feedback so you are welcome to email us any suggestions so we can continue to improve! -LiveAgent team

Pedro
Social Mídia, Brasil
E-Learning, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Opção simples e eficiente

5,0 há 11 meses

Comentários: É uma opção sólida para empresas que desejam uma solução simples e eficiente para interações em tempo real com seus visitantes.

Vantagens:

O LiveChat é uma plataforma que oferece uma experiência satisfatória para interações em tempo real com os visitantes do seu site. Embora sua interface possa parecer mais simples em comparação com concorrentes como Crisp, Helpcrunch e Intercom, o LiveChat se destaca pela sua eficiência e facilidade de uso.

Desvantagens:

Embora o LiveChat permita alguma personalização, as opções disponíveis podem ser consideradas limitadas por alguns usuários. Se você deseja uma aparência altamente personalizada para o widget do chat, pode ser necessário procurar outras opções mais flexíveis.

Resposta do QualityUnit

há 9 meses

Hey Pedro, Your words about LiveChat's efficiency made us smile. We hear your thoughts on customization; it's something we're always looking to improve. Remember, for any intricacies you encounter, our live support has got your back. Thanks for your insight and your role in our growth. Until next time, stay awesome! - LiveAgent Team

Daiane
Executiva de Relacionamento, Brasil
Serviços ao consumidor, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Ótimo custo benefício

5,0 há 4 anos

Vantagens:

Utilizo o LAdesk todos os dias na minha rotina, e é uma ferramenta muito simples e dinâmica de se trabalhar, desde o meu primeiro dia não encontrei dificuldades. Se comparado com outras ferramentas de CRM na questão Custo X Entrega, acredito ser uma das melhores do mercado.

Desvantagens:

O live chat é uma ferramenta que ainda precisa ser um pouco aprimorada, a visualização dele na tela do agente não é tão boa.

Resposta do QualityUnit

há 4 anos

Thank you very much for your honest feedback, Daiane :) I am very glad that LiveAgent is helping you in your day to day work! Feel free to shoot us with any suggestions at [email protected] and we will be happy to pass it on to our developers :)

Allan Ricardo
administrador, Brasil
Bancos, Profissional autônomo
Usou o software para: 6 a 12 meses
Fonte da avaliação

Indico para todos negócios

5,0 ano passado

Vantagens:

Muito bom para o dia a dia e atende perfeitamente as demandas

Desvantagens:

As vezes há uma lentidão para atualizar mas nada que atrapalhe o trabalho.

Resposta do QualityUnit

ano passado

Hello Allan! Thank you for recommending LiveAgent :) We're pleased to know that our software perfectly meets your everyday demands! We appreciate your feedback regarding occasional slowness in updates as well. Our team constantly strives to improve the user experience, and your input helps us in that mission. Rest assured, we'll continue working on enhancing our performance to ensure a smooth workflow for you. Thanks once again for your kind words! - LiveAgent Team

Soraya
Suporte ao cliente, Brasil
Software, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Ótimo custo x benefício

4,0 há 2 meses Novo

Vantagens:

Sistema bem completo, com vários canais de suporte ao cliente.

Desvantagens:

Achei a interface pouco intuitiva para quem não está acostumado com esse tipo de sistema.

Resposta do QualityUnit

há 2 meses

Hello Soraya. Thank you for your review and feedback. - LiveAgent Team

tais
adm, Brasil
Varejistas, Profissional autônomo
Usou o software para: 1 a 5 meses
Fonte da avaliação

otimo

5,0 há 3 anos

Comentários: fantástica!

Vantagens:

a facilidade e funcionalidades de fácil manuseio..

Desvantagens:

tudo muito bom nao tive e nao estou tendo nenhum problema ate o momento!

Resposta do QualityUnit

há 3 anos

Hello Tais, thanks a lot for your amazing feedback! You know where to find us should you need anything! :)

David
David
CEO, Hungria
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Excellent value for money

5,0 há 9 meses

Vantagens:

I have been using my LiveAgent subscription for years, mainly for the LiveChat and phone features. The system is stable, the features are well thought out and elaborate. I recommend it to anyone looking for a professional and integrable system.

Desvantagens:

The admin interface could look more modern. I have not seen any improvement in this area for years. The current UI is not bad either, but I would still welcome an update.

Resposta do QualityUnit

há 9 meses

Hi David, Thank you very much for your kind review. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Our team works hard every day to further improve the system, including future plans for the UI, so stay tuned for upcoming updates! -LiveAgent team

Christian
Christian
Human Resources Manager, EUA
Usuário do LinkedIn Verificado
Saúde, bem-estar e condicionamento físico, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Our support communications are centralized with LiveAgent

4,0 há 11 meses

Comentários: The pricing structure is the one thing I'd like to see altered. They've made it possible to aggregate feedback from many channels—including Twitter, Instagram, and Facebook—but unfortunately, doing so costs an additional $39 per channel.

Vantagens:

It's great that we can designate a single administrator to sort incoming emails, allocate them to the appropriate agents, and monitor their responses until the problem is resolved.

Desvantagens:

The safety, the ease of usage, It's the greatest there is since it's so simple to implement, integrate, administer, and utilize; there are never any misunderstandings or missteps in the communication.

Resposta do QualityUnit

há 11 meses

Hi Christian, Thank you very much for your kind review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your everyday work life. Our team is available 24/7 via chat and email so don't hesitate to reach out in case of any questions or issues, including any pricing queries! -LiveAgent team

Imam
HR Manager, EUA
Imobiliárias, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

My Experience With LiveAgent

5,0 há 2 semanas Novo

Vantagens:

The software comes with great live chat features It is a great help desk solution It makes handling IT ticketing easy

Desvantagens:

All we ever needed LiveAgent has offered. No dislikes.

Resposta do QualityUnit

há 3 dias

Hi Imam, Thanks for sharing your positive experience with LiveAgent :) We're glad to have met all your needs. If you have any other questions or need further assistance, feel free to reach out anytime. - The LiveAgent Team

Alberto
Operations Director, Espanha
Publicidade e marketing, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: SoftwareAdvice

Alternativas consideradas anteriormente:

Mediocre lifecycle management

3,0 há 3 anos

Comentários: It has been from more to less. In the last 3 years has barely evolved (if not regressed), not being anymore a market leader. If I still haven't changed is due to all integration I have already done with the app.

Vantagens:

It's a really useful omnichannel tool, which requires mid-size effort to configure and obtain an inmediate profit.

Desvantagens:

Development and support are on their own. They add/ change / delete functionalities without further notice. It's quite frustrating when a given morning your agents tell you that something you have been using for years is not working and when you reach support team responds saying that this feature never existed, as you are idiots. This issue could be easily solved if product team would submit a regular/weekly email with the content of the product roadmap, so teams can addapt in advance their operation to deleted/changed/added functionalities.

Resposta do QualityUnit

há 3 anos

Hello Alberto, thank you very much for your honest review. We are happy to see that you find LiveAgent a useful omnichannel tool but at the same time, we are also very sad to hear about your negative experience. We are gathering the suggestions and features requested from our customers plus we have some internal initiatives to keep the growth of our solution. Recently we have been slowed down by a code refactoring that cannot be seen by users as an immediate improvement, but it's very important in a long term. All the changes can be found here in our changelog -> https://dev.ladesk.com/ and also in our blog post here -> https://www.liveagent.com/blog/news/ which is highlighting the most significant changes. Anyways, I will pass your feedback about the potential improvement of sharing the details about upcoming changes to our manager. I am again very sorry if there has been any change that caused you any inconvenience.

Nathalie
Licensed Sales Agent, EUA
Seguros, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

You Need This To See What Your Website Visitors Are Looking For!

5,0 mês passado Novo

Comentários: My experience with LiveAgent has been refreshing. It super simplifies the communication process with both existing customers and prospects.

Vantagens:

Pro Tip: Get LiveAgent and you'll instantly have a crystal ball allowing you to view your customer's online habits, what they are looking for the most, etc....

Desvantagens:

Absolutely nothing! This is a direct connection to every insurance seeker who comes to my website looking for a quote or some guidance on insurance coverages.

Resposta do QualityUnit

há 4 semanas

Hey Nathalie, thanks for your positive feedback! We're glad to hear that LiveAgent has made it easier for you to connect with your customers :) If you ever have any questions or need assistance, feel free to reach out. We're here 24/7 to help! - The LiveAgent Team

Gary
Gary
Human Resources Manager, EUA
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 10.000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

I think LiveAgent is fantastic software

5,0 há 10 meses

Comentários: Every company needs the ideal thing, which is to treat every email as a ticket. If a client does not respond to my follow-up email within three days (thanks to a rule I set up in Los Angeles), a new ticket is opened and I am prompted to contact them again. Such follow-ups should never be sent from regular email accounts since doing so requires excessive monitoring.

Vantagens:

Thanks to LiveAgent, I never have to leave the app to check my Gmail or Yahoo Mail inboxes again. As a marketing professional, I have access to a plethora of email accounts, and I've lost several business opportunities due to my own laziness in checking my inbox. With their "Unlimited Email Accounts" function, LiveAgent scores major points. To make things easier, I included my LA-based email address.

Desvantagens:

If you use LiveAgent as your email client, you won't notice any "unread" messages when you check your inbox. But that's not a major problem.

Resposta do QualityUnit

há 10 meses

Hello Gary! Your mention of the "Unlimited Email Accounts" function being a game-changer clearly echoed with us. Ah, tackling the labyrinth of multiple email accounts can be quite a chore, can't it? :) You're right, the charm of LiveAgent is being a one-stop solution for all communication needs, whether it's social inboxes or live chats. And we can tell you're a power user, setting up a rule to remind you of pending follow-ups. Nifty, isn't it? To comment on your minor hiccup: all incoming messages in LiveAgent are treated as "unread" until specifically handled. We believe every message deserves undivided attention! Keep exploring the tool, Gary. We strive to tick all the boxes for our users. Your feedback helps us refine our software and bridging more gaps in customer service. Thank you for being an awesome part of our journey! - LiveAgent Team

Daniel
Group Compliance Manager, África do Sul
Recursos Humanos, 501–1.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Review of Live Agent

5,0 há 2 meses Novo

Comentários: My overall experience with LiveAgent has been positive. It offers robust support features that efficiently handle customer interactions across multiple platforms. Its intuitive interface and extensive functionality make it a reliable tool for enhancing customer service operations.

Vantagens:

One of the standout features of LiveAgent is its all-in-one client support solution, which seamlessly integrates multiple channels such as email, live chat, and social media. This centralized approach simplifies management, improves response times, and enhances the overall customer service experience.

Desvantagens:

The integration of LiveAgent with Jira falls short in its ability to cater to all required fields, limiting the customization and flexibility needed for specific tracking and reporting purposes. This can hinder workflow efficiency and the precision of data synchronization between systems.

Resposta do QualityUnit

há 4 semanas

Hi Daniel, Thanks for the detailed review. We’re happy to hear you find LiveAgent’s all-in-one support solution helpful for managing multiple channels. We understand your concerns with the Jira integration. We'll look into possible improvements. In the meantime, feel free to reach out to our support team for any immediate assistance. - The LiveAgent Team

Matt
Sales Manager, Índia
Companhias aéreas/Aviação, 11–50 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Free Trial

5,0 há 4 semanas Novo

Comentários: Still testing, Good so far.
we should have better understanding in next few weeks since we intend to run some campaign which we may increase chat interaction.

Vantagens:

Easy set up, facebook messenger is a good tool

Desvantagens:

notification on mobile devices are slow.

Resposta do QualityUnit

há 4 semanas

Hi Matt, Thanks for your review and for trying LiveAgent! We're glad you found the setup easy and like the Facebook Messenger tool. We're sorry notifications on mobile devices are slow. Could you reach out to our support team? We might help you fix this. Looking forward to hearing from you. - The LiveAgent Team

Emir
CEO, Países Baixos
Segurança de rede e informática, 2–10 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Good software

5,0 há 4 semanas Novo

Comentários: Great and userfriendly, easy to use for our agents.

Vantagens:

Easy to use, and you can use it in a browser.

Desvantagens:

Browser options and ticket option are great. Also good support.

Resposta do QualityUnit

há 2 semanas

Hey Emir! Thank you for your 5-star review! :) - The LiveAgent Team

Kimberly
CEO, EUA
Saúde, bem-estar e condicionamento físico, 11–50 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Live Agent Review

5,0 há 2 meses Novo

Comentários: It is a great experience for both parties chatting.

Vantagens:

Live Agent is easy to set up, administer, and use.

Desvantagens:

I do not have any Cons to using Live Agent.

Resposta do QualityUnit

há 2 meses

Wow! Thanks for the perfect score, Kimberly! :) - The LiveAgent Team

Guy
Owner, Bélgica
Artes e artesanato, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Alternativas consideradas anteriormente:

We needed an upgrade for our support app and decided to switch to LiveAgent. We're very happy we did

5,0 há 5 anos

Comentários: The biggest benefit we get from LiveAgent is being able to communicate with customers and immediately see their order history (shopify integration) and their previous messages with our support team. This saves time for both us and the customer.

Vantagens:

The plethora of functionalities and having all support channels in 1 app: live chat, email, social and phone. I also highly value great support. A great app with mediocre support is not a great app. So, besides all the options in the app I was also happy to find LiveAgent has a great support team themselves.

Desvantagens:

Compared to our last support app the dashboard feels very cluttered, but LiveAgent also has lots more functions, so it's not a big deal. Once you're used to it, you don't notice it anymore.

Resposta do QualityUnit

há 5 anos

Hello Guy, thank you very much for nice review. We appreciate it. Have a nice day :)

Robert
Assistant Client Services Supervisor, Canadá
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Live-Agent is for you!

4,0 há 4 anos

Comentários: Overall Live agent has made our office more productive and has allowed us to better track current and past events. We have been trying to use more and more of the features of the system in our day-to-day work. As we do we are finding more and better ways to organize our data and track our metrics. This is allowing us to better see where we are spending our time and better hire new employees. In using Live-Agent in day to day use the auto-tagging, rules, colourization of emails, and search functionsm make dealing with problems and solutions so much faster. We better understand and find what we want and better know who to bring into client issues. When I started we have 5 employees and all used outlook. The about of control and organization Live-Agent allows has put us lightyears ahead.

Vantagens:

I find the organizational tools the best thing about Live-agent. I started with an Outlook based system and searching for emails even a week old was a test in agony. With Live-Agent the ability to auto organizes our emails, with tags, persons, folders, custom filters, timed colouring, etc has made dealing with emails so much easier. I rarely have to search for more than a min to find what I want. In dealing with an ever-growing team is important to have a smooth onboarding process. I am quickly and easily able to explain the basics of Live-Agent to a new team member and when necessary limit there flow of work so as not to overwhelm them. I can also see what they are writing and have open so I can keep an eye on their reply if needed. The contact list has made dealing the new clients much easier as is the managing of who is on an email chain. Since we often need to curate information it is a relief to know we are in control of who sees what when. We currently have a small knowledge-based but we hope to expand its use over the next year and make that a large part of how we use the system.

Desvantagens:

At times the email chains can get quite bloated as more replays are added to them. This can make a new person coming into the chain not feel they can find what they want. Also, the general search for emails is great but the in email search I find a bit limiting. It can be hard to find the exact message with the information I need sometimes.

Resposta do QualityUnit

há 4 anos

Dear Robert, thank you very much for your honest and complex review! We are very happy to hear that LiveAgent is helping you in your day to day work and that you are using all the features -tags, custom filters, folders, etc. to help you find anything that you need! We understand that managing a business is not an easy thing and that is why we wanted LiveAgent to speed up things for you and your employees. Either when replying to a ticket, where you can use our features of "Canned messages" and/or "Predefined answers" and templates, or filters tags, etc. that help you look for any ticket you need and also not to forget the feature of "Recent tickets" where you can see all the previous tickets with a specific contact directly in the ticket without having to go back to the main inbox. Regarding the bloated email chains, I can pass this on to our developers. Feel free to shoot us an email at [email protected] if you have any idea of how exactly you would like it to work! :)

Christopher
Founder & President, EUA
Software, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Alternativas consideradas anteriormente:

Great all in one solution.

5,0 há 4 anos

Comentários: Overall, we have one product for web, email, chat, and phone support.

Vantagens:

It was easy to get started and provides an all in one solution for helpdesk and support. The fact that it can connect to our website and provide chat as well as a knowledge base was great... but adding the capability of Phone Support through VOIP connections gives it an edge over almost everything out there. It's very customizable and we haven't found any issues with making it do what we need it to do. The support folk are good and answered all questions we had, but frankly we didn't really need them too much when we got started. They have continued to fix bugs and add features, so it's an active and live product that keeps getting better.

Desvantagens:

The UI could be a lot better. It's not bad, but it's not super great either. It takes a while to learn how to use the interface as some aspects aren't obvious. Once you know them, it's not bad, but it should be more obvious how to use it.

Resposta do QualityUnit

há 4 anos

Hi Christopher, thank you for your honest feedback! I am very glad to hear that you have managed to set everything up according to your needs as LiveAgent was developed in a way that each customer can custom the whole automation part and other features to their needs as we understand that business can be different from one to another :) Feel free to shoot us an email at [email protected] with suggestions on improving the UI or any other suggestions you might have! We would be more than happy to pass that on our developers :)

Federico
Federico
CCO, Uruguai
Usuário do LinkedIn Verificado
Ócio, viagens e turismo, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

B2B portfolio management

5,0 há 4 anos

Comentários: I thought it was going to be a more difficult change or that the system was not going to adapt to our business due to its low cost. Pleasantly I can say that the experience has been very good: the whole organization has quickly acquired it and helps us to work more orderly and with the peace of mind that information is not lost among so many communication channels, since LiveAgent centralizes almost all of them.

Vantagens:

What I like most about LiveAgent is that we didn't lose the personalization that our business requires, on the contrary, we managed to improve it by being more agile with response times by removing the dependence on responses and email forwarding with many people in CC to handle a single sale. All the actors in the sales process can participate simultaneously if necessary, centralizing and keeping the information available to everyone. The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage. We can set up our own ticket and contact fields, so we can manage the software as we need to. Finally, the biggest beneficiary is our client, who receives a better service.

Desvantagens:

I would like to be able to mention an agent who receives a notification about any comment on the ticket. Anyway, the system has a chat or an internal call that can be made about the tickets and they help a lot when it comes to teamwork.

Resposta do QualityUnit

há 4 anos

Thank you so much for your kind and complex feedback, Federico! I am thrilled to hear that LiveAgent plays a role in the improvement of a way that your business handles customer support! Our software is making sure that no ticket will be missed or skipped and it also allows all the agents to see who is working on which ticket so that agents can easily avoid double-work! We also wanted to make sure that LiveAgent will be affordable for any business regardless of its size! :) Just know that you can always reach us 24/7 via chat on our website! :)

Frederico
Head of Customer Service, Letônia
Serviços ao consumidor, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Great cooperation with Liveagent

5,0 há 4 anos

Comentários: So far it is great!
I am looking forward to new features such as Whatsapp, Chatbot and Call rotation, and, I am sure we will improve our usage of the software even better.
Keep doing the great job you are doing!

Vantagens:

I like that Liveagent provides such close support to our team, never leaving our agents without a reply. Also, they care about the customers and provide close interaction with us.

Desvantagens:

It is not that easy when different departments are integrated into the platform, and, it requires some time to set up all the functionalities, so they are not colliding

Resposta do QualityUnit

há 4 anos

Hi Frederico, Thank you very much for such an excellent review. We are so pleased that LiveAgent continues to be the right fit for you and your company after more than two years! Our team is happy to hear you have been satisfied with the support and that we have been able to take care of any issues along the way. Stay tuned for more updates coming your way to make LiveAgent even better. Happy to have you on board!